The Influence of Customer Relationship Management on Customer Satisfaction

Ridwan, Ridwan; Nur, Y. Faizal Amin; Mariah, Mariah

doi:10.57178/jer.v4i1.367

Cited by 3 publications

(2 citation statements)

References 5 publications

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“…Customers will not be interested in an offering unless they perceive to receive value or unless they are satisfied with the offering (Silitonga, Sukwadi, Jou, & Alamsyah, 2021). Companies will be able to build lasting customer relationships if they are able to create superior customer value and satisfaction (Ridwan, Nur, & Mariah, 2021). In the long run, satisfied customers may be converted into loyal customers and may help companies to gain higher market share.…”

Section: Relationship Building Blocks: Customer Value and Customer Sa...mentioning

confidence: 99%

Engaging Customers and Managing Customer Relationships

Mandal

2023

Journal of Business Ecosystems

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Marketing is about engaging customers and managing profitable customer relationships. Marketers aim to create value for customers in order to capture value from customers in return. The objective of the study is to discuss customer value, customer engagement, building customer relationships, and the various strategies and initiatives adopted by companies. Customer relationship levels and roles of digital and social media in customer engagement are discussed. Customers themselves generate substantial content nowadays. Again, companies should develop relationships not only with customers but also with partners like suppliers, distributors, and retailers to succeed in the long run. The roles and importance of consumer-generated marketing and partner relationship management are discussed. The discussions will help practitioners to understand the strategies and initiatives to be adopted to engage customers, manage customer relationships, to succeed in the competitive business environment, and to achieve business excellence in the long run.

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Section: Relationship Building Blocks: Customer Value and Customer Sa...mentioning

confidence: 99%

Engaging Customers and Managing Customer Relationships

Mandal

2023

Journal of Business Ecosystems

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“…The company must consider all aspects that will be presented and offered to the customers. It is because consumer satisfaction is an essential factor in the creation of loyalty (Ridwan et al 2021).…”

Section: Introductionmentioning

confidence: 99%

Service Quality Influence on Repurchase Intention, Through Customer Satisfaction Mediation: Indonesia Music Studio Perspective

Pranoto,

Soetedja,

Paramitha

et al. 2023

jabm

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The research purpose is to find significant effect of service quality (tangible, reliable, responsiveness, assurance, and empathy) on repurchase intention, through intervening variable of customer satisfaction at Bumi Musik Gemilang (BMG) recording studio, Malang-Indonesia. This quantitative research applies JASP software, an opensource statistics program, to process the questionnaires research data. The research participants consist of 169 respondents who are customers of BMG Music Recording Studio. The results show that the five dimensions of service quality have a significant effect on customer satisfaction. Meanwhile, the dimensions of service quality that have a significant effect on repurchase intention through the mediation of customer satisfaction are reliability and empathy. However, the variable customer satisfaction does not show a mediating effect on the relationship between the dimensions of tangible, responsiveness and assurance on repurchase intention. Customer satisfaction has a significant effect as an intervening variable between service quality and repurchase intention.

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The effect of customer relationship management on customer satisfaction performance in the hotel industry in Jordan

Al-Kharabsheh

2024

Innovative Marketing

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Despite extensive research and practice in the topic of customer relationship management (CRM), the hotel industry still lacks clarity on the effect of CRM on customer satisfaction performance. Thus, the study aims to investigate the effect of CRM through different dimensions (key customer focus, CRM organization, knowledge management, and CRM-based technology) on customer satisfaction performance in Jordanian hotels. A quantitative research approach through questionnaire adopted from relevant literature was used for data collection. The study participants were managers of Jordanian different star hotels. A total of 101 managers were involved in this study, and different key statistical analyses were applied to achieve its purpose using SPSS, regression and correlation analysis after validating the study measures and scale. The results showed that all dimensions of CRM have a positive and significant effect on Jordanian hotels’ customer performance and key customer focus has the greatest effect on customer satisfaction out of four CRM dimensions that were examined, followed by CRM organization and knowledge management. Although the technology of CRM considerably impacts customer satisfaction, this impact is very slight. Therefore, the results suggested that the hotel managers should pay attention to their internal resources such as top management support and employee involvement and assess the impact of CRM implementation of customer-orientation culture to improve their performance and consequently establish a competitive advantage.

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The Influence of Customer Relationship Management on Customer Satisfaction

Cited by 3 publications

References 5 publications

Engaging Customers and Managing Customer Relationships

Engaging Customers and Managing Customer Relationships

Service Quality Influence on Repurchase Intention, Through Customer Satisfaction Mediation: Indonesia Music Studio Perspective

The effect of customer relationship management on customer satisfaction performance in the hotel industry in Jordan

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