Empirical Study of the Affecting Statistical Education on Customer Relationship Management and Customer Value in Hi-tech Industry

Tsou, Hung‐Tai; Huang, Yao-Wen

doi:10.29333/ejmste/81295

Cited by 3 publications

(1 citation statement)

References 21 publications

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“…In the programs provided by banks socially acceptable in society. The results of this study are in line with Adly et al (2020), Tsou, (2018), and Eskafi et al (2013 which states that CRM has a positive and significant effect on PV, with good CRM implementation, it will make customers feel PV towards Islamic banking in Aceh. CRM is a complex program that is used by banks to understand the needs and desires of customers.…”

Section: The Effect Of Crm On Perceived Valuesupporting

confidence: 90%

Strategy Analysis in Aceh Islamic Bank

Syahputra

Absah

Sembiring

2022

IJEBAS

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Islamic banks are the result of the Aceh Qanun policy on Islamic Financial Institutions in implementing the principles of Islamic law. Qanuns are laws and regulations similar to regional regulations that regulate the administration of the Aceh government, as well as community life in deciding regulations through DPRA meetings, so as to produce policies to be implemented. The purpose of this research is to find out and analyze strategies for increasing customer loyalty in Islamic banking in Aceh Province. Customer Relationship Management, Service Quality and Perceived Value play an important role in providing services, customer desires and understanding customer behavior in improving service quality to create Islamic Bank Customer Loyalty. This research examines 200 customers who save at Islamic banks in 5 districts/cities in Aceh. selected by purposive sampling technique, and tested using the PLS SEM statistical analysis method. The results show that Customer Relationship Management, Perceived Value has an effect on Customer Loyalty, but Service Quality has no effect on Customer Loyalty. Customer Relationship Management and Service Quality affect Perceived Value. In addition, Perceived Value mediates the relationship between Customer Relationship Management and Service Quality towards Customer Loyalty.

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Section: The Effect Of Crm On Perceived Valuesupporting

confidence: 90%

Strategy Analysis in Aceh Islamic Bank

Syahputra

Absah

Sembiring

2022

IJEBAS

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CRM influence on organisational performance — the moderating role of IT reliability

Tworek

Sałamacha

2019

Engineering Management in Production and Services

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Purpose. This article mainly aims to verify the role of IT reliability as the factor potentially strengthening the CRM influence on organisational performance and conclude whether the IT reliability is indeed an important factor shaping the CRM ability to generate value for an organisation. Methodology. The empirical research was conducted to verify the existence of such a relation. The research was carried out based on the survey performed among organisations, and the sample included 558 entities from Poland and 564 from Switzerland. The statistical analysis of the obtained results was carried out using regression analysis with the moderator. Results. The obtained models clearly show that IT reliability is a moderator of the relation between CRM time-of-use and the organisational performance. The theoretical contribution. The obtained results clearly confirm that the existing IT solutions should support CRM, and with such support, this management method is positively influencing the organisational performance. Such a conclusion seems to be an important contribution to the studied field of research, filling the research gap concerning the mechanism of IT support for CRM. It remains consistent with the views from the literature and contributes to their extension.

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The influence of collaboration-oriented organisational capabilities on supply chain competence among small and medium enterprises

Pooe

Munyanyi

2019

Acta commer.

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Orientation: In the contemporary business environment, there is need for firms to strategically interact with partners beyond boundaries, and by collaborating these firms can access resource and technologies beyond their limits.Research purpose: The aim of this study was to investigate the influence of collaboration-oriented organisational capabilities (COOC) on supply chain competence among small and medium enterprises (SMEs) in Zimbabwe.Motivation for the study: Small and medium enterprises in Zimbabwe have experienced limited growth, primarily because of their failure to nurture and steer their competencies. The literature suggests that there is value in synchronised cooperative and competitive interactions between firms as such interactions incentivise the pursuit of shared interests.Research design, approach and method: Through a cross-sectional survey, data were collected from 388 SMEs in Zimbabwe, and structural equation modelling was used to analyse the data.Main findings: The study specifically found that there is a positive and significant relationship between collaboration-oriented capabilities and supply chain competence.Practical/managerial implications: The results of this study demonstrate the critical role of organisational capabilities in achieving supply chain competence. The study proves that collaborative capabilities are central to the supply chain success of SMEs, with the possibility of influencing also the firm’s sustainable competitive advantage in line with the dynamic capabilities theory.Contribution/value-add: This study sheds light on the possibility of enhancing the overall supply chain competence of SMEs by establishing and empirically testing the relationships between COOC and supply chain competence.Keywords: customer interaction management capability; partnering proactiveness; supply chain competence; alliance management capability; SMEs; small and medium enterprises.

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Empirical Study of the Affecting Statistical Education on Customer Relationship Management and Customer Value in Hi-tech Industry

Cited by 3 publications

References 21 publications

Strategy Analysis in Aceh Islamic Bank

Strategy Analysis in Aceh Islamic Bank

CRM influence on organisational performance — the moderating role of IT reliability

The influence of collaboration-oriented organisational capabilities on supply chain competence among small and medium enterprises

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