Effect of Customer Relationship Management on Customer Satisfaction

Hassan, Rana; Nawaz, Aneeb; Lashari, Maryam Nawaz; Zafar, Fareeha

doi:10.1016/s2212-5671(15)00513-4

Cited by 94 publications

(59 citation statements)

References 8 publications

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“…This means that better relationship with customers will improve company image, customer satisfaction and customer loyalty. The research results of customer relationship variable are consistent with the researchers conducted by Nyadzayo and Khajehzadeh (2016), Zhang et al (2016), (Hassan et al, 2015). Micro banking companies can improve customer satisfaction by improving the image of micro banking by improving indicators of location, merchandise, customer service, price, advertising, and personal selling.…”

Section: Discussionsupporting

confidence: 84%

“…The results of research conducted by Zhang et al (2016) also shows the influence of relationship marketing on company image. Relationship marketing also influences customer satisfaction, appropriately to the results of research conducted by (Hassan, Nawaz, Lashari, & Zafar, 2015). Based on previous research results, the following hypotheses are formulated: H4: Customer relationship positively influences company image.…”

Section: Customer Relationshipmentioning

confidence: 94%

“…H6: Customer relationship positively influences customer loyalty That company image influences customer satisfaction (Wallin Andreassen & Lindestad, 1998) and customer satisfaction influences customer loyalty (Yang and Peterson (2004), El-Adly and Eid (2016) as well as research conducted by Han and Hyun (2018)) shows the role of customer satisfaction as a variable which connects company image and customer loyalty. Similarly, that customer relationship influences customer satisfaction (Hassan et al, 2015) and customer satisfaction influences (loyalty Nyadzayo and Khajehzadeh (2016) as well as research conducted by Zhang et al (2016)), the following hypotheses are formulated:…”

Section: Customer Relationshipmentioning

confidence: 99%

See 2 more Smart Citations

Customer satisfaction as a mediation between micro banking image, customer relationship and customer loyalty

Hayati¹,

Suroso²,

Suliyanto³

et al. 2020

10.5267/j.msl

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The purpose of this article is to build a consumer loyalty model by considering consumer satisfaction as a mediating variable between the image of micro banking and consumer relations with consumer loyalty. Design/methodology/approach of this article is a research on micro banking customers. The survey was conducted on 100 micro banking customers. The research shows that company image positively influences customer satisfaction and customer loyalty. Customer relationship positively influences micro banking company image, customer satisfaction and customer loyalty. In addition, customer satisfaction influences customer loyalty. Moreover, customer satisfaction cannot be used as a mediation variable between micro banking company image and relationship with customer. Practical implications of this research is that consumer loyalty could be enhanced by strengthening the image of micro banking companies, strengthening consumer relations and maintaining customer satisfaction. This research is important to identify the image of micro banking and consumer relations and their relationship with customer satisfaction and consumer loyalty, since the strength of micro-enterprises lies in the ability to build image and proximity to consumers. This is important because of the limited ability of micro banking companies to advertise heavily on various advertising media.

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Section: Discussionsupporting

confidence: 84%

Section: Customer Relationshipmentioning

confidence: 94%

Section: Customer Relationshipmentioning

confidence: 99%

See 1 more Smart Citation

Customer satisfaction as a mediation between micro banking image, customer relationship and customer loyalty

Hayati¹,

Suroso²,

Suliyanto³

et al. 2020

10.5267/j.msl

View full text Add to dashboard Cite

show abstract

“…This section will explore the relevant literature regarding the use of CRM in general and also look for available literature in in Omani context and the region as well to find out if the culture of CRM is known in the region. The literature review shows that the majority of the research discussed the use of CRM in business or in companies as indicated in the following studies: [16], [17]. These studies agreed to the fact that it is very important to apply the CRM and the most important factors that affect the success of CRM are people or administrators and technology.…”

Section: Literature Reviewmentioning

confidence: 89%

“…In their study, [17], about the influence of CRM on customer satisfaction, the study found that because there is a highly competitive market, companies need to keep positive relationship with their customer. A good CRM program is the one that helps a company in satisfying the customer.…”

Section: Literature Reviewmentioning

confidence: 99%

The Reality of the Use of Customer Relationship Management (CRM) by the Employees of the Department of Social Services in the Deanship of Students Affairs at Sultan Qaboos University, the Sultanate of Oman

Saleem¹

2019

JOEBM

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Universities around the world offer a variety of services and deal with a large number of customers. To guarantee customers' loyalty, they have to use a strategy call "Customer Relationship Management "CRM". This strategy has four components and a university has to follow each of the four components, if they want to be successful with customers. This study was conducted at the Department of Social Services in the Deanship of Student Affairs (DSA) at Sultan Qaboos University in Oman (SQU). The study aims to answer the following question "What is the reality of the use of CRM at social services Department of DSA?" The study used interview as a research tool for data collection. The interview was conducted with 24 employees of the Department of Social Services at Deanship of Students Affairs.

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