EFFECT OF E-CRM ON PORT PERFORMANCE THROUGH CUSTOMER SATISFACTION AND CUSTOMER LOYALTY THE CASE STUDY OF MENA REGION PORTS
DOI:
https://doi.org/10.53555/eijbms.v7i4.125Abstract
Adoption of e-CRM has been a recent strategy in the majority of business organizations, more particularly the developing countries, and, as such, managers have strategically invested in online technologies while emphasizing the building and maintaining of worthy linkages with profitable customers. This study aims at identifying the role of CRM in enhancing port performance in regard to customer satisfaction and customer loyalty in MENA ports context. A quantitative research approach through use of questionnaire survey is used to answer the research questions and achieve the objectives of the study. Egyptian port customers and employees are used as the case study of the research for data collection, a total 403 valid questionnaires are collected form users of MENA ports, analysis and findings. Descriptive statistics is used to describe the findings and regression analysis used to describe and evaluate the relationship between the constructs. Finally, the results indicates that there is a positive relationship between E-CRM implication and port performance. Also, there is a positive relationship between E-CRM implication and customer satisfaction as well as customer loyalty. In addition, the relationship between customer satisfaction and customer loyalty is positive and statistically significant. Therefore, both customer satisfaction and customer loyalty have a positive impact on port performance as well. Moreover, the research gives recommendations for top managers and decision makers to be careful to avoid mistakes in electronic communication with customers, which enhances their confidence in this type of communication, and encourages them to use and benefit from it.
References
. Abdulfattah, F., 2012. The effect of electronic customer relationship on customer satisfaction a study in web banking in Saudi Arabia (Doctoral dissertation, university of huddersfield).
. Abdul-Kader, S.A. and Woods, J.C., 2015. Survey on chatbot design techniques in speech conversation systems. International Journal of Advanced Computer Science and Applications, 6(7).
. Abdullateef, A.O., Mokhtar, S.S. and Yusoff, R.Z., 2010. The impact of CRM dimensions on call center performance. International Journal of Computer Science and Network Security, 10(12), pp.184-195.
. Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y. and Dastgir, S., 2019. Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing.
. Acharya, A.S., Prakash, A., Saxena, P. and Nigam, A., 2013. Sampling: Why and how of it. Indian Journal of Medical Specialties, 4(2), pp.330-333.
. Adlin, F.N., Ferdiana, R. and Fauziati, S., 2019, May. Current trend and literature on electronic CRM adoption review. In Journal of Physics: Conference Series (Vol. 1201, No. 1, p. 012058). IOP Publishing.
. Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H. and Ghazali, P., 2019. Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(1), pp.13-24.
. Ahmad, T., Jawabreh, O.A. and Almomani, A., 2012. Impact of customer relationship management of hotel (A case study Umaid Bhwan). Asian Journal of Finance & Accounting, 4(1), pp.118-131.
. Aisyah, M., 2018. Islamic bank service quality and its impact on Indonesian customers' satisfaction and loyalty. Al-Iqtishad Journal of Islamic Economics, 10(2), pp.367-388.
. Akroush, M.N., Dahiyat, S.E., Gharaibeh, H.S. and Abu‐Lail, B.N., 2011. Customer relationship management implementation: an investigation of a scale's generalizability and its relationship with business performance in a developing country context. International Journal of commerce and Management.
. AKYÜZ, İ., AKYÜZ, K.C., Ersen, N. and Beker, M., 2017. A research on the customer relationship management in the furniture and other forest products business (Istanbul provincial sample). Kastamonu University Journal of Forestry Faculty, 17(1), pp.88-98.
. Al-Ghamdi, S.A.A. and Badawi, N.S., 2019. Do corporate social responsibility activities enhance customer satisfaction and customer loyalty? Evidence from the Saudi banking sector. Cogent Business & Management, 6(1), p.1662932.
. Alharahsheh, H. and Pius, A., 2020. A review of key paradigms: Positivism VS interpretivism. Global Academic Journal of Humanities and Social Sciences, 2(3), pp.39-43.
. Alim, S. and Ozuem, W., 2014. The influences of e-CRM on customer satisfaction and loyalty in the UK mobile industry. Journal of Applied Business and Finance Researches, 3(2), pp.4754.
. Aliyu, O.A. and Nyadzayo, M.W., 2018. Reducing employee turnover intention: A customer relationship management perspective. Journal of Strategic Marketing, 26(3), pp.241-257.
. Aljawarneh, N. and Al-Omari, Z., 2018. The role of enterprise resource planning systems ERP in improving customer relationship management CRM: An empirical study of Safeway Company of Jordan. International Journal of Business and Management, 13(8), pp.86-100.
. Almalki, S., 2016. Integrating Quantitative and Qualitative Data in Mixed Methods Research-Challenges and Benefits. Journal of education and learning, 5(3), pp.288-296.
. Alshawi, S., Missi, F. and Irani, Z., 2011. Organisational, technical and data quality factors in CRM adoption—SMEs perspective. Industrial Marketing Management, 40(3), pp.376-383.
. Amin, M., 2016. Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International journal of bank marketing.
. Amoako, G.K., Arthur, E., Christiana, B. and Katah, R.K., 2012. The impact of effective customer relationship management (CRM) on repurchase: A case study of (GOLDEN TULIP) hotel (ACCRA-GHANA). African Journal of Marketing Management, 4(1), pp.17-29.
. Andrew, D.P., Pedersen, P.M. and McEvoy, C.D., 2019. Research methods and design in sport management. Human Kinetics.
. Antwi, S.K. and Hamza, K., 2015. Qualitative and quantitative research paradigms in business research: A philosophical reflection. European journal of business and management, 7(3), pp.217-225.
. Assouad, A. and Overby, J., 2016. The Impact of Culture on Customer Expectations. Journal of Management Policy & Practice, 17(2).
. Basias, N. and Pollalis, Y., 2018. Quantitative and qualitative research in business & technology: Justifying a suitable research methodology. Review of Integrative Business and Economics Research, 7, pp.91-105.
. Bataineh, A.Q., 2015. The Effect of eCRM Practices on eWOM on Banks' SNSs: The Mediating Role of Customer Satisfaction. International Business Research, 8(5), p.230.
. Bell, E., Bryman, A. and Harley, B., 2018. Business research methods. Oxford university press.
. Bhaskar, R., 2014. The possibility of naturalism: A philosophical critique of the contemporary human sciences. Routledge.
. Bin-Nashwan, S.A. and Hassan, H., 2017. Impact of customer relationship management (CRM) on customer satisfaction and loyalty: A systematic review. Journal of Advanced Research in Business and Management Studies, 6(1), pp.86-107.
. Biscaia, A.R., Rosa, M.J., e Sa, P.M. and Sarrico, C.S., 2017. Assessing customer satisfaction and loyalty in the retail sector. International Journal of Quality & Reliability Management.
. Bogna, F., Raineri, A. and Dell, G., 2020. Critical realism and constructivism: merging research paradigms for a deeper qualitative study. Qualitative Research in Organizations and Management: An International Journal.
. Boonmalert, W., Phoothong, B., Nualkaw, S. and Klakhaeng, P., 2020. The effect of market orientation and customer loyalty on business performance: An empirical evidence from rice industry of Thailand. PalArch's Journal of Archaeology of Egypt/Egyptology, 17(2), pp.602616.
. Brennan, R., Canning, L. and McDowell, R., 2020. Business-to-business marketing. Sage.
. Burell, G. and Morgan, G., 2017. Sociological paradigms and organisational analysis: Elements of the sociology of corporate life. Routledge.
. Catalan-Matamoros, D. ed., 2012. Advances in customer relationship management. BoD– Books on Demand.
. Chakravartty, A., 2011. Scientific realism.
. Chang, C.H. and Thai, V.V., 2016. Do port security quality and service quality influence customer satisfaction and loyalty?. Maritime Policy & Management, 43(6), pp.720-736.
. Charoensukmongkol, P. and Sasatanun, P., 2017. Social media use for CRM and business performance satisfaction: The moderating roles of social skills and social media sales intensity. Asia Pacific Management Review, 22(1), pp.25-34.
. Cheon, S., Song, D.W. and Park, S., 2018. Does more competition result in better port performance?. Maritime Economics & Logistics, 20(3), pp.433-455.
. Cooper, D.R. and Schindler, P.S., 2014. Business research methods. McGraw-Hil.
. Creswell, J.W. and Creswell, J.D., 2017. Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications.
. Curtis, T., Abratt, R., Rhoades, D.L. and Dion, P., 2011. Customer loyalty, repurchase and satisfaction: A meta-analytical review. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 24, p.1.
. da Silva, V.H., da Silva, J.J. and Pereira, C.F., 2017. Portable near-infrared instruments: Application for quality control of polymorphs in pharmaceutical raw materials and calibration transfer. Journal of pharmaceutical and biomedical analysis, 134, pp.287-294.
. Dartey, S., Ying, F., Manu, B.D., Missah, S. and Amoabeng, E.K.M., A study on the influencing factors of service quality on customer satisfaction in the Banking Sectors: The Case of Ga-West Municipality.
. Dehghanpouri, H., Soltani, Z. and Rostamzadeh, R., 2020. The impact of trust, privacy and quality of service on the success of E-CRM: the mediating role of customer satisfaction. Journal of Business & Industrial Marketing.
. Deloitte, 2018 global automotive consumer study: Exploring consumer trends on the future of automotive retail, accessed December 11, 2018.
. Deshpande, A., Shahane, A., Gadre, D., Deshpande, M. and Joshi, P.M., 2017. A survey of various chatbot implementation techniques. International Journal of Computer Engineering and Applications, 11(7).
. Dhingra, M. and Dhingra, V., 2013. Determinants of Electronic customer relationship management (e-CRM) for customer satisfaction in banking sector in India. African Journal of Business Management, 7(10), pp.762-768.
. Dormann, C.F., Elith, J., Bacher, S., Buchmann, C., Carl, G., Carré, G., Marquéz, J.R.G., Gruber, B., Lafourcade, B., Leitao, P.J. and Münkemüller, T., 2013. Collinearity: a review of methods to deal with it and a simulation study evaluating their performance. Ecography, 36(1), pp.27-46. Kline, R.B., 2015. Principles and practice of structural equation modeling. Guilford publications.
. East, R., Singh, J., Wright, M. and Vanhuele, M., 2016. Consumer behaviour: Applications in marketing. Sage.
. El Kalla, M., Zec, D. and Jugović, A., 2017. Container ports competition in light of contemporary liner shipping market dynamics. Pomorstvo, 31(2), pp.128-136.
. Ernst, H., Hoyer, W.D., Krafft, M. and Krieger, K., 2011. Customer relationship management and company performance—the mediating role of new product performance. Journal of the academy of marketing science, 39(2), pp.290-306.
. Farooq, M.S., Salam, M., Fayolle, A., Jaafar, N. and Ayupp, K., 2018. Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67, pp.169-180.
. Farooqi, R. and Dhusia, D.K., 2011. A comparative study of CRM and ECRM technologies. Indian journal of computer science and engineering, 2(4), pp.624-627.
. Fernandes Sampaio, C.A., Hernández Mogollón, J.M. and de Ascensão Gouveia Rodrigues, R.J., 2020. The relationship between market orientation, customer loyalty and business performance: A sample from the Western Europe hotel industry. Tourism and Hospitality Research, 20(2), pp.131-143.
. Fida, B.A., Ahmed, U., Al-Balushi, Y. and Singh, D., 2020. Impact of service quality on customer loyalty and customer satisfaction in islamic banks in the Sultanate of Oman. Sage Open, 10(2), p.2158244020919517.
. Frow, P., Payne, A., Wilkinson, I.F. and Young, L., 2011. Customer management and CRM: addressing the dark side. Journal of Services Marketing.
. Frow, P., Payne, A., Wilkinson, I.F. and Young, L., 2011. Customer management and CRM: addressing the dark side. Journal of Services Marketing.
. Garrido-Moreno, A. and Padilla-Meléndez, A., 2011. Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors. International Journal of Information Management, 31(5), pp.437-444.
. Gong, T. and Yi, Y., 2018. The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries. Psychology & Marketing, 35(6), pp.427-442.
. Grover, D., 2011. Effective customer relationship management through e-CRM. Viewpoint, 2(1), pp.27-38.
. Gujrati, R., 2016. CRM for reatailers: Business intelligence in retail CRM. International Journal of Applied Research, 2(1), pp.24-29.
. Ha, H.Y. and Janda, S., 2014. The effect of customized information on online purchase intentions. Internet Research.
. Hair Jr, J.F., Sarstedt, M., Matthews, L.M. and Ringle, C.M., 2016. Identifying and treating unobserved heterogeneity with FIMIX-PLS: part I–method. European Business Review.
. Harkness, J., 2012. Comparative survey research. The handbook of comparative communication research, pp.445-458.
. Harrigan, P., Ramsey, E. and Ibbotson, P., 2012. Entrepreneurial marketing in SMEs: the key capabilities of e‐CRM. Journal of Research in Marketing and Entrepreneurship.
. Hashmi, U.S., Anjum, N. and Israr, A., 2013, September. Impact of Software Quality Standards on Commercial Product Development and Customer Satisfaction for Software Industry in Pakistan. In 2013 Fifth International Conference on Computational Intelligence, Modelling and Simulation (pp. 269-274). IEEE.
. Hassan, R.S., Nawaz, A., Lashari, M.N. and Zafar, F., 2015. Effect of customer relationship management on customer satisfaction. Procedia economics and finance, 23, pp.563-567.
. Hsieh, C.M., 2018. A multilevel analysis of the service marketing triangle in theme parks. Journal of Travel & Tourism Marketing, 35(2), pp.130-147.
. Hung, S.Y., Chen, C.C. and Huang, N.H., 2014. An integrative approach to understanding customer satisfaction with e-service of online stores. Journal of Electronic Commerce Research, 15(1), p.40.
. Hussain, M., 2021. Mediating Role of Customer Satisfaction in Determining Service Quality and Moderating Role of Switching Barriers on Customer Loyalty (Doctoral dissertation, CAPITAL UNIVERSITY).
. Ismail, A. and Yunan, Y.M., 2016. Service quality as a predictor of customer satisfaction and customer loyalty. LogForum, 12(4), pp.269-283.
. Ismail, N.A.B. and Hussin, H.B., 2016, November. The effect of E-CRM features on customer’s satisfaction for airline e-ticket services in Malaysia. In 2016 6th International Conference on Information and Communication Technology for the Muslim World (ICT4M) (pp. 336-343). IEEE.
. Jamali, R., Moshabaki, A., Aramoon, H. and Alimohammadi, A., 2013. Customer relationship management in electronic environment. The Electronic Library.
. Janahi, M.A. and Al Mubarak, M.M.S., 2017. The impact of customer service quality on customer satisfaction in Islamic banking. Journal of Islamic Marketing.
. Joudeh, J.M. and Dandis, A., 2018. Service quality, customer satisfaction and loyalty in an internet service providers. International Journal of Business and Management, 13(8), pp.108120.
. Kamboj, S., Yadav, M. and Rahman, Z., 2018. Impact of social media and customer-centric technology on performance outcomes: the mediating role of social CRM capabilities. International Journal of Electronic Marketing and Retailing, 9(2), pp.109-125.
. Kangogo, E.J., Musiega, D.J.M. and Manyasi, J., 2013. Effect of customer satisfaction on performance of the hotel industry in the Western tourism circuit of Kenya. European Journal of Business and Management, 5(14), pp.87-100.
. Keisidou, E., Sarigiannidis, L., Maditinos, D.I. and Thalassinos, E.I., 2013. Customer satisfaction, loyalty and financial performance: A holistic approach of the Greek banking sector. International Journal of Bank Marketing.
. Keshvari, R.S., 2012. The impact of E-CRM on customer’s attitude and its association with generating competitive advantages in Iranian financial B2B context. International business research, 5(4), p.34.
. Khaligh, A.A., Miremadi, A. and Aminilari, M., 2012. The impact of eCRM on loyalty and retention of customers in Iranian telecommunication sector. International Journal of Business and Management, 7(2), p.150.
. Kihara, S.N., 2015. The effect of mobile banking on the competitive advantage of commercial banks in Kenya (Doctoral dissertation, United States International University-Africa).
. Kirmaci, S., 2012. Customer relationship management and customer loyalty; a survey in the sector of banking. International Journal of Business and Social Science, 3(3).
. Krishnan, G., 2021. Influence of Service Quality on Customer Satisfaction with Unique Orientation towards Primary Health Centres.
. Kumar, V. and Reinartz, W., 2018. Customer relationship management. Springer-Verlag GmbH Germany, part of Springer Nature 2006, 2012, 2018.
. Lam, A.Y., Cheung, R. and Lau, M.M., 2013. The influence of internet-based customer relationship management on customer loyalty. Contemporary management research, 9(4).
. Landreneau, K.J. and Creek, W., 2009. Sampling strategies. Available on: http://www. natco1. org.
. Lauckner, H., Paterson, M. and Krupa, T., 2012. Using constructivist case study methodology to understand community development processes: proposed methodological questions to guide the research process. Qualitative Report, 17, p.25.
. Lee, P.T.W. and Lam, J.S.L., 2015. Container port competition and competitiveness analysis: Asian major ports. In Handbook of ocean container transport logistics (pp. 97-136). Springer, Cham.
. Liu, C.C., Chuang, L.M. and Huang, C.M., 2012. A study of the impact of the E-CRM perspective on customer satisfaction and customer loyalty-exemplified by bank Sinopac. Journal of Economics and Behavioral Studies, 4(8), pp.467-476.
. Long, C.S., Khalafinezhad, R., Ismail, W.K.W. and Abd Rasid, S.Z., 2013. Impact of CRM factors on customer satisfaction and loyalty. Asian Social Science, 9(10), p.247.
. Lovelock, C. and Patterson, P., 2015. Services marketing. Spearman Australia.
. Lu, B., Fan, W. and Zhou, M., 2016. Social presence, trust, and social commerce purchase intention: An empirical research. Computers in Human Behavior, 56, pp.225-237.
. Malthouse, E.C., Haenlein, M., Skiera, B., Wege, E. and Zhang, M., 2013. Managing customer relationships in the social media era: Introducing the social CRM house. Journal of interactive marketing, 27(4), pp.270-280.
. Mang’unyi, E.E., Khabala, O.T. and Govender, K.K., 2017. The relationship between e-CRM and customer loyalty: a Kenyan Commercial Bank case study. Banks & bank systems, (12,№ 2), pp.106-115.
. Mang’unyi, E.E., Khabala, O.T. and Govender, K.K., 2018. Bank customer loyalty and satisfaction: the influence of virtual e-CRM. African Journal of Economic and Management Studies.
. Mang’unyi, E.E., Khabala, O.T. and Govender, K.K., 2018. Bank customer loyalty and satisfaction: the influence of virtual e-CRM. African Journal of Economic and Management Studies.
. Miller, K. and Barbour, J., 2014. Organizational communication: Approaches and processes. Cengage Learning.
. Mkawuganga, E., 2018. Customer relationship management (CRM), customer satisfaction, loyalty and port performance: a case study of Kenya Ports Authority (KPA).
. Mkawuganga, E., 2018. Customer relationship management (CRM), customer satisfaction, loyalty and port performance: a case study of Kenya Ports Authority (KPA).
. Mogharabi, V., Akbarabadi, L., Mirnezhad, R. and Kariznoee, A., 2014. Examining the role of electronic customer relationship management (E-CRM) on attracting customers in internet marketing. Interdisciplinary Journal of Contemporary Research in Business, 5(10), pp.252260.
. Mohammed, A.A. and Rashid, B., 2012. Customer Relationship Management (CRM) in Hotel Industry: A framework proposal on the relationship among CRM dimensions, Marketing Capabilities, and Hotel performance. International Review of Management and Marketing, 2(4), p.220.
. Mohsan, F., Nawaz, M.M., Khan, M.S., Shaukat, Z. and Aslam, N., 2011. Impact of customer satisfaction on customer loyalty and intentions to switch: Evidence from banking sector of Pakistan. International journal of business and social science, 2(16).
. Navimipour, N.J. and Soltani, Z., 2016. The impact of cost, technology acceptance and employees' satisfaction on the effectiveness of the electronic customer relationship management systems. Computers in Human Behavior, 55, pp.1052-1066.
. Nguyen, B. and Mutum, D.S., 2012. A review of customer relationship management: successes, advances, pitfalls and futures. Business Process Management Journal.
. Nikhashemi, S.R., Paim, L., Haque, A., Khatibi, A. and Tarofder, A.K., 2013. Internet technology, Crm and customer loyalty: Customer retention and satisfaction perspective. Middle-East Journal of Scientific Research, 14(1), pp.79-92.
. Notteboom, T. and Rodrigue, J.P., 2017. Re-assessing port-hinterland relationships in the context of global commodity chains. In Ports, cities, and global supply chains (pp. 67-82). Routledge.
. Notteboom, T.E. and de Langen, P.W., 2015. Container port competition in Europe. In Handbook of ocean container transport logistics (pp. 75-95). Springer, Cham.
. Notteboom, T.E., Parola, F., Satta, G. and Pallis, A.A., 2017. The relationship between port choice and terminal involvement of alliance members in container shipping. Journal of Transport Geography, 64, pp.158-173.
. Nunkoo, R., Teeroovengadum, V., Ringle, C.M. and Sunnassee, V., 2020. Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91, p.102414.
. Odland, J., 2020. Spatial autocorrelation.
. Oliver, R.L., 2014. Satisfaction: A behavioral perspective on the consumer: A behavioral perspective on the consumer. Routledge.
. Olupot, C. and Mayoka, K.G., 2013. A framework for the adoption of electronic customer relationship management information systems in uganda. The Electronic Journal of Information Systems in Developing Countries, 58(1), pp.1-19.
. Otto, A.S., Szymanski, D.M. and Varadarajan, R., 2020. Customer satisfaction and firm performance: insights from over a quarter century of empirical research. Journal of the Academy of Marketing Science, 48(3), pp.543-564.
. Park, I., Cho, J. and Rao, H.R., 2012. The effect of pre-and post-service performance on consumer evaluation of online retailers. Decision Support Systems, 52(2), pp.415-426.
. Patil, A., Marimuthu, K. and Niranchana, R., 2017. Comparative study of cloud platforms to develop a Chatbot. International Journal of Engineering & Technology, 6(3), pp.57-61.
. Peng, Z., Wang, J., He, K. and Tang, M., 2015, June. Web service customization based on service feature model. In 2015 IEEE International Conference on Services Computing (pp. 632-639). IEEE.
. Pereira, M.T., Fróis, J. and Ferreira, F.A., 2018. Analysis of a customer relationship management tool in a shipping company. In 8th International Conference on Industrial Engineering and Operations Management (p. D114). IEOM society.
. Peštek, A. and Lalović, A., 2012. Challenges of electronic customer relationship management (e-CRM) in rent-a-car sector in Bosnia and Herzegovina. Economic research-Ekonomska istraživanja, (2), pp.103-116.
. Phan, T.M., Thai, V.V. and Vu, T.P., 2020. Port service quality (PSQ) and customer satisfaction: an exploratory study of container ports in Vietnam. Maritime Business Review.
. Polit, D.F. and Beck, C.T., 2010. Generalization in quantitative and qualitative research: Myths and strategies. International journal of nursing studies, 47(11), pp.1451-1458.
. Priporas, C.V., Stylos, N., Vedanthachari, L.N. and Santiwatana, P., 2017. Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand. International Journal of Tourism Research, 19(6), pp.693-704.
. Rabbai, R.A.Q. and Al-Shoura, M., 2013. Investigating the impact of e-CRM on customer loyalty: a case of B2B in Zain Company in Jordan. Middle East University.
. Rahimiparvar, N., 2014. eCRM Features that Affect Customer Attitude to Loyalty: A Case Study of a Sample of 402 University Students Enrolled in International Programs in Thailand. AU-GSB e-JOURNAL, 7(2).
. Rai, A.K., 2011. Electronic customer relationship management: A tool for sustained success in services organisations. Asian Journal of Technology & Management Research, 1(1).
. Rashid, A. and Rokade, V., 2019. Service quality influence customer satisfaction and loyalty. UKH Journal of Social Sciences, 3(1), pp.50-61.
. Rashid, B.B. and Tahir, S.B., 2013. Assessing the influence of customer relationship management (CRM) dimensions on organization performance: An emperical study in the hotel industry. Journal of Hospitality and Tourism Technology, 4(3), pp.228-247.
. Rashid, M., Ur, H., Nurunnabi, M., Rahman, M., Masud, M. and Kaium, A., 2020. Exploring the relationship between customer loyalty and financial performance of banks: Customer open innovation perspective. Journal of Open Innovation: Technology, Market, and Complexity, 6(4), p.108.
. Rashwan, H.H.M., Mansi, A.L.M. and Hassan, H.E., 2019. The impact of the E-CRM (expected security and convenience of website design) on E-loyalty field study on commercial banks. Journal of Business and Retail Management Research, 14(1).
. Rather, R.A. and Sharma, J., 2017. The effects of customer satisfaction and commitment on customer loyalty: Evidence from the hotel industry. JOHAR, 12(2), p.41.
. Raza, S.A., Umer, A., Qureshi, M.A. and Dahri, A.S., 2020. Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal.
. Rezaei, J., van Wulfften Palthe, L., Tavasszy, L., Wiegmans, B. and van der Laan, F., 2019. Port performance measurement in the context of port choice: an MCDA approach. Management Decision.
. Roberts, N. and Dinger, M., 2016. The impact of virtual customer community interactivity on organizational innovation: An absorptive capacity perspective. IEEE Transactions on Professional Communication, 59(2), pp.110-125.
. Roopchund, R. and Alsaid, L., 2017. CRM framework for higher education in Mauritius. Pertanika Journal of Social Science and Humanities, 25(4), pp.1515-1528.
. Rosopa, P.J., Schaffer, M.M. and Schroeder, A.N., Managing Heteroscedasticity in General Linear Models.
. Ryan, G., 2018. Introduction to positivism, interpretivism and critical theory. Nurse researcher, 25(4), pp.41-49.
. Ryu, K., Lee, H.R. and Kim, W.G., 2012. The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International journal of contemporary hospitality management.
. Sadek, H., Youssef, A., Ghoneim, A. and Tantawy, P., 2012. Measuring the effect of customer relationship management (CRM) components on the non-financial performance of commercial banks: Egypt case.
. Saleem, H. and Raja, N.S., 2014. The impact of service quality on customer satisfaction, customer loyalty and brand image: Evidence from hotel industry of Pakistan. Middle-East Journal of Scientific Research, 19(5), pp.706-711.
. Salehi, S., Kheyrmand, M. and Faraghian, H., 2015, April. Evaluation of the effects of e-CRM on customer loyalty (case study: Esfahan Branches of Sepah Bank). In 2015 9th International Conference on e-Commerce in Developing Countries: With focus on e-Business (ECDC) (pp. 1-8). IEEE.
. Satu, M.S. and Parvez, M.H., 2015, November. Review of integrated applications with aiml based chatbot. In 2015 International Conference on Computer and Information Engineering (ICCIE) (pp. 87-90). IEEE.
. Saunders, B., Sim, J., Kingstone, T., Baker, S., Waterfield, J., Bartlam, B., Burroughs, H. and Jinks, C., 2018. Saturation in qualitative research: exploring its conceptualization and operationalization. Quality & quantity, 52(4), pp.1893-1907.
. Saunders, M. and Lewis, P., 2016. In thornhill adrian. Research methods for business students, 7(2), pp.23-34.
. Saunders, M.N. and Lewis, P., 2012. Doing research in business & management: An essential guide to planning your project. Spearman.
. Schirmer, N., Ringle, C.M., Gudergan, S.P. and Feistel, M.S., 2018. The link between customer satisfaction and loyalty: the moderating role of customer characteristics. Journal of Strategic Marketing, 26(4), pp.298-317.
. Sekaran, U. and Bougie, R., 2016. Research methods for business: A skill building approach. John Wiley & Sons.
. Shankar, A. and Jebarajakirthy, C., 2019. The influence of e-banking service quality on customer loyalty: a moderated mediation approach. International Journal of Bank Marketing.
. Sigala, M., 2011. eCRM 2.0 applications and trends: The use and perceptions of Greek tourism firms of social networks and intelligence. Computers in Human Behavior, 27(2), pp.655-661.
. Singh, J. and Saini, S., 2016. Importance of CEM in CRM-CL framework. Journal of Modelling in Management.
. Sivaraks, P., Krairit, D. and Tang, J.C., 2011. Effects of e-CRM on customer–bank relationship quality and outcomes: The case of Thailand. The Journal of High Technology Management Research, 22(2), pp.141-157.
. Soltani, Z. and Navimipour, N.J., 2016. Customer relationship management mechanisms: A systematic review of the state of the art literature and recommendations for future research. Computers in Human Behavior, 61, pp.667-688.
. Song, D.W. and Parola, F., 2015. Strategising port logistics management and operations for value creation in global supply chains.
. Suchánek, P., Richter, J. and Králová, M., 2014. Customer satisfaction, product quality and performance of companies. Review of economic perspectives, 14(4), p.329.
. Sun, K.A. and Kim, D.Y., 2013. Does customer satisfaction increase firm performance? An application of American Customer Satisfaction Index (ACSI). International Journal of Hospitality Management, 35, pp.68-77.
. Suryani, Arna, Marissa Putriana, and Susi Artati. "EFFECT OF INVESTMENT OPPORTUNITY SET (IOS) THROUGH BUSINESS RISKS ON STOCK RETURN IN PHARMACEUTICAL COMPANIES LISTED IN INDONESIA STOCK EXCHANGE." In INTERNATIONAL SEMINAR ON ACCOUNTING FOR SOCIETY, p. 163. 2018.
. Talley, W.K., Ng, M. and Marsillac, E., 2014. Port service chains and port performance evaluation. Transportation Research Part E: Logistics and Transportation Review, 69, pp.236247.
. Tao, F., 2014. Customer relationship management based on increasing customer satisfaction. International Journal of Business and Social Science, 5(5).
. Tauni, S., Khan, R.I., Durrani, M.K. and Aslam, S., 2014. Impact of customer relationship management on customer retention in the telecom industry of Pakistan. Industrial Engineering Letters, 4(10), pp.54-59.
. Thuo, J. K., Kibera, F. N., K’Obonyo, P. P., and Wainaina, G. (2011). Customer relationship management and competitiveness of commercial banks in Kenya. Journal of Science Technology Education and Management, 4(1), 125-141.
. Tian, J. and Wang, S., 2017. Signaling service quality via website e-CRM features: More gains for smaller and lesser known hotels. Journal of Hospitality & Tourism Research, 41(2), pp.211245.
. Tian, S., and Wang, S. (2014). Signaling service quality via website eCRM features: more gains from smaller or lesser known hotels. Journal of Hospitality and Tourism Research, 1-35.
. TRADE, U., 2019, September. DEVELOPMENT REPORT 2019: FINANCING A GLOBAL GREEN NEW DEAL. In Proceedings of the United Nations Conference on Trade and Development, New York, NY, USA (Vol. 25).
. Trainor, K.J., Andzulis, J.M., Rapp, A. and Agnihotri, R., 2014. Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM. Journal of business research, 67(6), pp.1201-1208.
. Van Der Lugt, L., Dooms, M. and Parola, F., 2013. Strategy making by hybrid organizations: The case of the port authority. Research in Transportation Business & Management, 8, pp.103113.
. van der Lugt, L.M., de Langen, P.W. and Hagdorn, L., 2017. Strategic beliefs of port authorities. Transport reviews, 37(4), pp.412-441.
. Vilkaitė-Vaitonė, N. and Papšienė, P., 2016. Influence of customer loyalty program on organizational performance: A case of airline industry. Inžinerinė ekonomika, pp.109-116.
. Wahyuni, D., 2012. The research design maze: Understanding paradigms, cases, methods and methodologies. Journal of applied management accounting research, 10(1), pp.69-80.
. Wang, I.C., Huang, C.Y., Chen, Y.C. and Lin, Y.R., 2010. The influence of customer relationship management process on management performance. International Journal of Organizational Innovation (Online), 2(3), p.40.
. Wells, J.D., Valacich, J.S. and Hess, T.J., 2011. What signal are you sending? How website quality influences perceptions of product quality and purchase intentions. MIS quarterly, pp.373-396.
. Williams, C., 2007. Research methods. Journal of Business & Economics Research (JBER), 5(3).
. Williams, P. and Naumann, E., 2011. Customer satisfaction and business performance: a firmlevel analysis. Journal of services marketing.
. Wilson, A., Zeithaml, V., Bitner, M.J. and Gremler, D., 2016. EBOOK: Services Marketing: Integrating Customer Focus Across the Firm. McGraw Hill.
. Woiceshyn, J. and Daellenbach, U., 2018. Evaluating inductive vs deductive research in management studies. Qualitative Research in Organizations and Management: An International Journal.
. Yeo, G.T., Thai, V.V. and Roh, S.Y., 2015. An analysis of port service quality and customer satisfaction: The case of Korean container ports. The Asian Journal of Shipping and Logistics, 31(4), pp.437-447.
. Yuliarto, R.T., ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION.
. Zalaghi, H. and Khazaei, M., 2016. The role of deductive and inductive reasoning in accounting research and standard setting. Asian Journal of Finance & Accounting, 8(1), pp.23-37.
. Zandi, F. and Tavana, M., 2011. A fuzzy group quality function deployment model for e-CRM framework assessment in agile manufacturing. Computers & Industrial Engineering, 61(1), pp.1-19.
. Zerbino, P., Aloini, D., Dulmin, R. and Mininno, V., 2018. Big Data-enabled customer relationship management: A holistic approach. Information Processing & Management, 54(5), pp.818-846.
. Zia, A., 2020. Discovering the linear relationship of service quality, satisfaction, attitude and loyalty for banks in Albaha, Saudi Arabia. PSU Research Review.
. Zikmund, W.G., Carr, J.C. and Griffin, M., 2013. Business Research Methods (Book Only). Cengage Learning.
Downloads
Published
Issue
Section
License
Copyright (c) 2021 EPH - International Journal of Business & Management Science (ISSN: 2208-2190)
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
