Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

Kumar, Pushpender; Mokha, Anupreet Kaur

doi:10.4018/ijebr.293292

Cited by 16 publications

(7 citation statements)

References 72 publications

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“…The next hypothesis was also confirmed through both obtained data [0.358, 7.041], and indicated customer loyalty's significant and positive influence on the effectiveness of sustainable CRM in online shopping. These results are consistent with Shukla and Pattnaik [11], Al-Bashayreh and Almajali [4], and Kumar and Mokha [21]. The results emphasize the significance of customer satisfaction and loyalty as a contributor to the effectiveness of CRM in online shopping, while also correlating with other academics' and researchers' theories.…”

Section: Discussionsupporting

confidence: 87%

“…It was shown that customer satisfaction acted as a mediator in the relationships between service quality and e-CRM system success, as well as between trust and e-CRM system success. [21] looked at the effect of E-CRM on client loyalty in the banking business, and the moderating impact of customer pleasure. The data were analyzed using AMOS and SEM.…”

Section: Research Backgroundmentioning

confidence: 99%

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The Study on the Effectiveness of Sustainable Customer Relationship Management: Evidence from the Online Shopping Industry

2023

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Sustainable development integrates business, environmental, and social objectives into a unified effort to achieve a common goal. Sustainable customer relationship management (CRM) combines company strategy, customer-focused business processes, and computer technologies. From the consumer’s perspective, it lowers psychological, energy, time, and other costs; from the company’s perspective, it offers a means of engaging with customers to build lasting and reliable relationships. The sustainable CRM program provides advantages to businesses in various industries, particularly online commerce. It alludes to a comprehensive strategy that promotes solid interactions between buyers and sellers of goods and services. Since current customer retention is less costly than new customer attraction in competitive markets, especially online shopping, identifying the factors affecting relationship management with stable customers is essential. This investigation intends to evaluate the effect of the use of management information systems (MIS), as well as insights on employee behavior and knowledge, and customer behavior (satisfaction and loyalty), on the effectiveness of sustainable CRM in online shopping. The model is validated using the PLS–SEM technique, and study sample of 293 employees and managers from private organizations. According to the results, the MIS, employee behavior and knowledge, customer satisfaction, and customer loyalty influence the effectiveness of sustainable CRM in online shopping. Furthermore, employee behavior and knowledge positively moderate the relationship between customer loyalty and the effectiveness of sustainable CRM. However, the moderating role of employee behavior and knowledge on customer satisfaction and the effectiveness of sustainable CRM is not confirmed. Overall, taking these characteristics into account might help organizations to take significant steps toward increasing the efficacy of sustainable CRM.

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Section: Discussionsupporting

confidence: 87%

Section: Research Backgroundmentioning

confidence: 99%

The Study on the Effectiveness of Sustainable Customer Relationship Management: Evidence from the Online Shopping Industry

2023

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“…From the previous studies that the authors obtained, the majority of previous researchers associated e-CRM with loyalty, not commitment (Abu-Shanab & Anagreh, 2015;Irmal et al, 2020;Kumar & Mokha, 2022;Mulazid, 2018;D. R. Sari et al, 2021;N.…”

Section: The Effect Of E-crm On Customer Commitmentmentioning

confidence: 99%

The Influence of Service Quality and Product Quality Through Customer Satisfaction on Customer Loyalty at Vegetarian Restaurant Fortunate Taste Batam

Susriyanti

Krisna

Lusiana

2022

IJSSB

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As the growth of the culinary business, especially in Vegetarian food service providers, significantly increased in the city of Batam, the increase in visitors to the Fortunate Taste Vegetarian Batam restaurant was also quite large. The purpose of this study was to analyze the effect of service quality and product quality on customer satisfaction, the effect of service quality, product quality, and customer satisfaction on customer loyalty, and to prove that customer satisfaction was able to mediate the effect of service quality and product quality on customer loyalty. The population of this research was the customers of Fortunate Taste Vegetarian Restaurant. Total of sample was 100 respondents with a purposive sampling technique. The results showed that service quality and product quality had a positive and significant effect on customer satisfaction, service quality had a positive and insignificant effect on customer loyalty, product quality had a positive and significant effect on customer loyalty, and customer satisfaction had a negative and insignificant effect on customer loyalty. Customer satisfaction was not proven to act as an intervening variable to mediate the effect of service quality and product quality on customer loyalty. The implication of this research is that the management of Fortunate Taste Vegetarian restaurant in Batam needs to improve service quality and product quality to meet customer expectations and satisfaction in order to increase customer loyalty.

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“…al., 2018). Cognitive and emotional intermediary states and processes serve as an organism's -inner state representation and mediate the connections between the stimuli and a person's responses (Kumar, et. al., 2022).…”

Section: A Digital Finance Industry Framework For Banks and Financial...mentioning

confidence: 99%

Digital finance services, customer relations and customer satisfaction: Basis for financial industry customer relationship management framework

2024

IJRSM

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This study assessed the consumers' perceptions of the company's digital finance services, customer interactions, and customer satisfaction in order to develop a financial sector customer relationship framework for banks. In this study, a descriptive technique was utilized to systematically establish the circumstances and analyze the variables that were studied. The research respondents are bank customers who are purposefully selected from 5 selected banks in Shandong Province. There are 385 bank customer respondents across all five banks. 77 of the respondents are customers of Industrial and Commercial Bank of China; 87 of them are from Agricultural Bank of China; 72 are from China Construction Bank, 73 are from Bank of Communications, and 76 are from Postal Savings Bank of China. This research made use of a survey questionnaire to collect data which was subsequently analyzed using the SPSS software. According to the results of the research, respondents consented that the banks make good use of their digital finance services as the accessibility, usability, and quality are all high.The banks customer relations in terms of acquisition, retention, and technology is high, and the banks customer satisfaction in terms of responsiveness, security, and empathy is high.There is an extremely significant connection that exists between the bank's digital finance services and customer relations, a strongly significant correlation exists between the bank's digital finance services and the level at which customers are satisfied, and there is a strongly significant connection that exists between the customers' level of satisfaction and the customer relations.

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Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

Cited by 16 publications

References 72 publications

The Study on the Effectiveness of Sustainable Customer Relationship Management: Evidence from the Online Shopping Industry

The Study on the Effectiveness of Sustainable Customer Relationship Management: Evidence from the Online Shopping Industry

The Influence of Service Quality and Product Quality Through Customer Satisfaction on Customer Loyalty at Vegetarian Restaurant Fortunate Taste Batam

Digital finance services, customer relations and customer satisfaction: Basis for financial industry customer relationship management framework

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