A REVIEW ON CUSTOMER LOYALTY AS A MAIN GOAL OF CUSTOMER RELATIONSHIP MANAGEMENT (original) (raw)

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

Jurnal Teknologi, 2013

This paper analyzes the concept of Customer Relationship Management (CRM). The literature reviews strengthen the notion that the increase of customer loyalty can be achieved through positive impact of CRM strategy. In spite of the most essential advantages of CRM, there are some difficulties in CRM implementation for many organizations. Therefore, this study attempts to investigate and find out the key elements of CRM that can lead to the increase of customer satisfaction and loyalty. Base on the literature review, four identified critical CRM elements are employees' behavior, quality of customer services, relationship development and interaction management.

Determining customer loyalty: Review and model

The Marketing Review, 2012

Review of relationship marketing literature reveals that there are several factors that influence the creation of customer loyalty. Satisfaction, quality, frequency of purchase, perception, value, trust, and so forth, are amongst the most cited factors that are seen to play a crucial role in determining customer loyalty. While a mix of factors suiting a specific context has been generally studied or investigated when determining customer loyalty, no comprehensive framework comprising key variables is currently available.

EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER SATISFACTION AND LOYALTY

The Customer Relationship Management (CRM) is the highly valued in market for existing and current customers. In this research we explore the effect of CRM on factors such as customer satisfaction and customer loyalty. Since CRM is defined as an important key in business among companies to maintain and increase their customers base. In this study we look for various factors that are necessary for an effective CRM. In this research, we concentrate on these issues that are fetching importance to higher level officials in an organization: is there a relationship between CRM with customer satisfaction and loyalty in Indian organizations? If so then how we can relate CRM with customer satisfaction and loyalty? With globalization industries are growing rapidly and with ever growing industries, competition is also increasing. Further with appropriate statistical analysis the hypotheses framed in this study is validated and the results shows high positive correlation among the variables considered for the study.

The Effect of Customer Relationship Management on Customer Satisfaction and Customer Loyalty

Indonesian Journal of Business and Entrepreneurship

This study aimed to determine the influence of Customer Relationship Management (CRM) which can be indicated as commitment, communication, and quality service, on customer loyalty through customer satisfaction. CRM acted as an independent variable in this study. The sample of this study included 94 respondents who were customers of PT Ritra Cargo Indonesia, Denpasar Branch. The data analysis technique used is path analysis. The result of this study indicated that the coefficient of determination was 0.651 which meant 65.1% of customer loyalty was influenced by CRM and customer satisfaction with a significance value of F (0,000) < α 0,05. This indicated that the effect of CRM on customer satisfaction was significant, the effect of satisfaction on customer loyalty was significant, and the effect of CRM on customer loyalty was significant.

CUSTOMER RELATIONSHIP MANAGEMENT AND CUSTOMER LOYALTY; A SURVEY IN THE SECTOR OF BANKING

In the centre of marketing activities today is the customer satisfaction. For the banks to be successful in the intensively competitive environment, they are bound to attach importance to customer satisfaction. The purpose of the present study is to reveal the relationship between the banks' customer relationship management and the customer loyalty. The study has been conducted on a sample group of 350 staff employed in all the branches in Denizli of T.C. Ziraat Bankası, the leading public bank of the banking sector. It has been concluded in the study that customer relationship management affects customer loyalty in the banking sector.

Impact of CRM Factors on Customer Satisfaction and Loyalty

Asian Social Science, 2013

This paper examined the impact of customer relationship management (CRM) elements on customer satisfaction and loyalty. CRM is one of the critical strategies that can be employed by organizations to improve competitive advantage. Four critical CRM elements are measured in this study are behavior of the employees, quality of customer services, relationship development and interaction management. The study was performed at a departmental store in Tehran, Iran. The study employed quantitative approach and base on 300 respondents. Multiple regression analysis is used to examine the relationship of the variables. The finding shows that behavior of the employees is significantly relate and contribute to customer satisfaction and loyalty.

THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER LOYALTY ON BANKING SECTOR

International Journal of Management (IJM), 2023

The general objective of this study is to examine the effect of CRM on customer loyalty in commercial bank of Ethiopia in werabe town. To achieve the objective of the study necessary data were collected through the five points Likert Scale of questionnaires through convenient random sampling method. To achieve the intended objective explanatory and descriptive research design with a quantitative research approach was implemented. In the descriptive analysis tools such as frequency, percentage, mean and standard deviation were used while for the inferential analysis correlation and multiple liner regression was adopted by using SPSS V.21 and Questionnaire's reliability was estimated by calculating Cronbach's Alpha.

Customer Relationship Management Influence on Customer Value , Product Quality and Service Quality in Improving Customer Satisfaction and Its Implication on the Customer

2017

The purpose of this research is to determine the influence of Customer Relationship Management (CRM) on the Customer Value (CV), Product Quality (PQ) and Service Quality (SQ) in improving Customer Satisfaction (CS) that will have implications on the Customer Loyalty (CL). The research focuses on corporate banking, where customers serve as the research sample. The data in this research using the primary data and secondary data. Source primary data used questionnaire and source the secondary data obtained from variety resources that have been published. By using a likert scale questionnaire with the respondent obtained as much as 360 customers. The analytical tool used in this research is Structural Equation Modelling (SEM) with AMOS version 6 program for testing hypotheses and software SPSS 18 for construct validity and reliability test.Based on the testing, all hypothesis can be accepted. This indicates that a good CRM will increase the CV, PQ and SQ, then the increasing ofCV,PQ and...

Implementation Of Customer Relationship Management In Order To Build Customer Satisfaction And Loyalty

Jurnal Manajemen Indonesia

This study aims to examine the impact of the implementation of customer relationship management (CRM) on customer satisfaction and loyalty, and the impact of satisfaction on customer loyalty of government commercial banks (BNI, BRI, Bank Mandiri, and BTN) in East Java Province. The research instrument used was a questionnaire. The research covered employees, technology, sales, products, and performance. The population of this study is all depositors of government commercial banks (BNI, BRI, Bank Mandiri, and BTN) in East Java Province. The sampling method uses purposive sampling with a total sample of 120 respondents taken in three locations in three cities in the East Java region, namely: Jember City represents a small town, Malang City represents a medium city, and Surabaya City represents a large city. The allocation of the number of samples for each bank and each city is carried out proportionally. Data analysis models use Structural Equation Modelling (SEM). The analysis shows ...