Customer Satisfaction and Loyalty : A Review in the Perspective of CRM

Khalafinezhad, Raha; Long, Choi Sang

doi:10.11113/jt.v64.2237

Cited by 7 publications

(5 citation statements)

References 29 publications

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“…The independent variables are customer services quality and customer relationship improvement, which have a direct impact on improving CRM of the supermarket. In addition, Long and Khalafinezhad (2012) found the same results but they consider the behavior of the employee with the customer and relationship management as independent variables beside services quality and customer relationship improvement. Customer services quality is concentrated on providing the customers with all their needs such as product availability, variety, order visibility, return ability, response time and time to market.…”

Section: Customer Loyalty Group Vs Supermarket Locationmentioning

confidence: 59%

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A Framework for Improving Customer Loyalty at Retailers in Jeddah City: A Case Study

Alsulami¹

2021

AJIBM

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Customers are an integral part of any business; therefore, organizations have to build their customer loyalty in order to achieve long-term profitability. Supermarkets, in their efforts to achieve customer satisfaction, try to be more creative and engaged with their customers in order to get their loyalty. This study aims to explore the relationship between customer satisfaction and customer loyalty in supermarket retailers in Jeddah city, Saudi Arabia. In addition, factors affecting customer loyalty and customer loyalty programs are analyzed by conducting an empirical study. The results show the factors that encourage customer loyalty to a specific supermarket are the location of the supermarket, price, variety of products, promotion activities and membership, respectively.

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Section: Customer Loyalty Group Vs Supermarket Locationmentioning

confidence: 59%

“…Of course, each organization has its own CRM strategy. Different factors that make the customer satisfied and be loyal are behavior of employee, quality of customer services, relationship development and interaction management (Long & Khalafinezhad, 2012).…”

Section: Literature Reviewmentioning

confidence: 99%

A Framework for Improving Customer Loyalty at Retailers in Jeddah City: A Case Study

Alsulami¹

2021

AJIBM

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“…Customer satisfaction is being addressed by many researchers. Khalafinezhad and Long (2013) deal with the influence of customer relationship management on their satisfaction and loyalty. In his publication, he presents a conceptual model that includes CRM quality criteria and, consequently, customer satisfaction and building long-term customer relationships.…”

Section: Literature Review Research Question and Hypothesesmentioning

confidence: 99%

Using the Analytical Part of CRM in Small and Medium-Sized Enterprises in the Czech Republic

Langerová¹,

Starzyczná²,

Zapletalová³

2021

CEBR

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The article aims to evaluate the level of the analytical part of CRM in SMEs in Czechia and its impact on increasing the companies' profitability. In the empirical part, primary quantitative research was carried out. The subject of quantitative research was selected for analytical activities. The object of the research was SMEs in the Moravian-Silesian Region. The questionnaire survey was attended by 1 067 respondents. To evaluate the level of the utilisation of selected analytical activities, the PDCA method (Deming cycle), which is used to evaluate process quality, was modified. The choice of this method was inspired by the Anglo-Australian approach to the evaluation of relationship marketing based on quality management. The starting point for the application of the PDCA method was the mode. This article provides a different perspective on CRM level assessment. A research question addressed the level of analytical activities performed. This approach highlighted the highest level in the evaluation of sales, customer satisfaction analysis, and customer segmentation, which are basic marketing activities. CRM cannot work without these activities. The lowest level was reflected in customer churn prediction and in setting up a method of measuring customer loyalty. Building long-term relationships are the main CRM goal, which should contribute to improving the economic results of companies. Therefore, five hypotheses were formulated, expressing the relationship between the level of selected analytical activities and increasing profitability of the companies. The hypotheses were verified by regression analysis. All analytical activities had an impact on the profitability of companies.

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“…Bunun yanında sadakatin öncülü olarak müşteri tatmini görülmekte ve müşteri sadakatinin müşteri tatmininin bir işlevi olduğu ileri sürülmektedir (Oliver, 1980;Lovelock, Patterson & Walker, 2001;Back, 2005;Han, ., Kwortnik & Wang 2008;Tayyar & Bektaş, 2009;Chadha & Kapoor, 2009;Deng, Lu, Wei & Zhang, 2010;Khalafinezhad & Long, 2013;).…”

Section: VI Müşteri Tatmini Ve Müşteri Sadakatiunclassified

Algılanan hizmet kalitesinin müşteri memnuniyeti, müşteri tatmini ve müşteri sadakatine etkileri: Katılım bankası örneği

Özsaatcı

2021

Ömer Halisdemir Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi

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Günümüz dünyasında hızlı gelişen teknoloji ve zorlayıcı rekabet şartlarının etkisi ile müşteri istek, beklenti ve algılarında önemli değişiklikler ve gelişmeler meydana gelmiştir. İşletmeler bu değişim ve rekabet şartlarında tüketicilerin deneyimlerine ve algılarına daha fazla ilgi göstererek sürdürülebilir başarı imkânı sağlamaktadır. Sosyal medya etkisi ile birlikte çok hızlı gelişen teknoloji, iletişim olanaklarını arttırmaktadır. Tüketiciler ne istediğini bilen ve çok daha seçici ve bilinçli tüketim eğilimi göstermektedir. Kaliteli hizmet sunumunun etkisi sonrasında müşterilerde memnuniyet, tatmin ve sadakat duygularının oluşabileceği düşünülmüştür. Bu çalışmanın amacı algılanan hizmet kalitesinin, müşteri memnuniyeti, müşteri tatmini ve müşteri sadakatine etkilerinin ölçülmesidir. Bu amaçla Gaziantep ilinde 7 şubesi ile faaliyetlerini sürdüren bir katılım bankasının 400 müşterisinden basit tesadüfi örnekleme yoluyla 2019 Mayısı'nda veriler toplanmıştır. Verilerin analizinde SPSS 21 ve Amos 24 programlarından yararlanılmıştır. Bu bağlamda analizde ilk olarak çalışmanın değişkenlerine ilişkin toplanan verilerin ortalamalarına, standart sapmalarına ve aralarındaki korelasyonlara bakılmıştır. Ardından yapısal eşitlik modeli ile oluşturulan modelin yol analizi yapılmıştır. Bu analiz ile hem kurulan hipotezler test edilmiş hem de var olan ilişkileri ortaya koyan en uygun modelin tespit edilmesi amaçlanmıştır. Analiz sonucunda algılanan hizmet kalitesinin müşteri memnuniyeti, müşteri tatmini ve sadakatini anlamlı olarak etkilediği ve memnuniyetin, tatmin ve sadakat ile anlamı etkileşiminin olduğu tespit edilmiştir.

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Customer Satisfaction and Loyalty : A Review in the Perspective of CRM

Cited by 7 publications

References 29 publications

A Framework for Improving Customer Loyalty at Retailers in Jeddah City: A Case Study

A Framework for Improving Customer Loyalty at Retailers in Jeddah City: A Case Study

Using the Analytical Part of CRM in Small and Medium-Sized Enterprises in the Czech Republic

Algılanan hizmet kalitesinin müşteri memnuniyeti, müşteri tatmini ve müşteri sadakatine etkileri: Katılım bankası örneği

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