Customer Relationship Management, Customer Satisfaction and Loyalty

Ramaj, Aurela; Ismaili, Raman

doi:10.5901/ajis.2015.v4n3s1p594

Cited by 5 publications

(5 citation statements)

References 13 publications

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“…An organisation has to focus on its guests and promote the value it is able to create: This would help to gain the satisfaction of customers (Bolton and Drew, 1991;Kuo et al, 2009). Ramaj and Ismaili (2015) argued that it is difficult for an organisation to identify the value perceived by each of the customers. Hence, an organisation has to use segmentation to comprehend the different type of customers and their perceptions of value (Tam, 2004).…”

Section: 21mentioning

confidence: 99%

“…Currently, it has become compulsory for different kind of companies to maintain relationships with selected customers in the market as it aids to recognise their exact needs (Guerola-Navarro et al, 2020). Besides, it also aids to evaluate the guests' purchasing behaviour (Ramaj and Ismaili, 2015). CRM is, in fact, a strategy that is centred on reaching the "right" client: It is not only a technology but a perspective towards clients (Sachdeva, 2020).…”

Section: Conceptual Framework and Hypotheses Developmentmentioning

confidence: 99%

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Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York

Palazzo

Foroudi

Ferri

2021

TQM

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Purpose This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector.Design/methodology/approach The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis.Findings This paper presents a conceptual framework that enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived service quality. Based on the results from New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention.Originality/value The approach used by this study is partially in line with previous theoretical analyses and shows appealing patterns in international service quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived service quality in the hotel industry.

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Section: 21mentioning

confidence: 99%

Section: Conceptual Framework and Hypotheses Developmentmentioning

confidence: 99%

Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York

Palazzo

Foroudi

Ferri

2021

TQM

View full text Add to dashboard Cite

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“…Chiu and Chin (2012) state that access to information about goods is the step to combining the knowledge, so consumers have an attitude toward the goods and services. Ramaj (2015) stated that the share of organisation in the marketplace by integrating technology, procedures and people. The purpose of CRM is consumer retention.…”

Section: Discussionmentioning

confidence: 99%

Analysis of Consumer Satisfaction and Loyalty Factors with CRM Approach in Agribusiness E-commerce Company

Goranda

Nurhayati

Simanjuntak

2021

JCS

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XYZ e-commerce is a company that sells an agricultural product that draws benefits from the COVID-19 pandemic. The purpose of this research was to analyze CRM factors, satisfaction, and consumer loyalty. This study using quantitative research selected with convenience sampling. The online survey applied toward 232 respondents who were unsatisfied with the service in Jabodetabek and processed using Structural Equation Model (SEM). Based on the SEM results, it was found that CRM has a significant effect on consumer satisfaction and consumer satisfaction with consumer loyalty. In contrast, CRM has no significant effect on consumer loyalty. This research concluded that XYZ needs to become a company that makes it easy for consumers, is professional, reliable and trustworthy. However, efforts need to be made to improve the relationship between criticism and suggestions, communication and providing information, regulating product availability, delivery time, and saving consumer costs—the results of this research results are expected to increase satisfaction and loyalty through the CRM approach.

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“…Customer Relationship Management (CRM) is managing detailed information about each consumer and carefully managing all consumer touch points to maximize customer loyalty (Kotler, 2018). Theoretically, CRM is a process of combining marketing, selling, and customer service efforts to create value for the company (Ramaj & Ismaili, 2015) CRM performance is a concept for knowing consumer needs and relationships, namely making changes to increase business innovation and changes in consumer behavior (Kristinae et al, 2023;Mukhtar et al(2020;Ramaj & Ismaili, 2015). In addition, CRM is a combination of practices, strategies, and technology companies use to manage and analyze customer interactions and data throughout the customer life cycle (Ekawati et al, 2023).…”

Section: Customer Relationship Managementmentioning

confidence: 99%

Customer relationship management and brand image: Empirical evidence from marine export company in Indonesia

Rahmasari,

Farisyi,

Nabila

et al. 2024

10.5267/j.uscm

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This research aimed to analyze the direct and indirect influence of customer relationship management and brand image on customer loyalty in the marine export department of DSV Transport Indonesia through customer satisfaction. Customer Relationship Management in goods delivery was one of the essential variables to improve company service to satisfy its customers and impact their loyalty. Research with a quantitative approach uses the Path Analysis statistical tool. This research used quantitative methods with a sample of 199 companies. The key findings of this research stated that customer relationship management has a negative and insignificant effect on the satisfaction and loyalty of marine export customers of DSV Transport Indonesia. Thus, the changes occurring in the application of Customer Relationship Management in marine exports would not affect the satisfaction and loyalty of marine export customers of DSV Transport Indonesia. Based on the results of this research, it was stated that customer satisfaction was indirectly able to function as a mediator or mediate the indirect influence of Customer Relationship Management and brand image on the customer loyalty to marine exports of DSV Transport Indonesia.

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Customer Relationship Management, Customer Satisfaction and Loyalty

Abstract: Abstract

Cited by 5 publications

References 13 publications

Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York

Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York

Analysis of Consumer Satisfaction and Loyalty Factors with CRM Approach in Agribusiness E-commerce Company

Customer relationship management and brand image: Empirical evidence from marine export company in Indonesia

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