An Investigation of the Role of e-crm in Hong Kong s Banking Industry. KWAN Ho Yan. Marketing Major. YEUNG Ka Yiu, Jason.

Size: px
Start display at page:

Download "An Investigation of the Role of e-crm in Hong Kong s Banking Industry. KWAN Ho Yan. Marketing Major. YEUNG Ka Yiu, Jason."

Transcription

1 An Investigation of the Role of e-crm in Hong Kong s Banking Industry BY KWAN Ho Yan Marketing Major YEUNG Ka Yiu, Jason Marketing Major An Honours Degree Project Submitted to the School of Business in Partial Fulfilment Of the Graduation Requirement for the Degree of Bachelor of Business Administration (Honours) Hong Kong Baptist University Hong Kong April 2010

2 ACKNOWLEDGEMENT We would like to take this opportunity to thanks everyone who have offer us a helping hand in our process of completing this honours project, including all respondents of our questionnaires, participants of our focus group and so on. May we hereby express our deepest gratitude towards our supervisor, Dr. Noel Siu, in giving us such a lot of invaluable suggestions and supports throughout the year, every of your comments and criticizes lead us to a higher standard and a better project. We also like to take this opportunity to thanks our parents and friends for their helps and backups. These motivate us to accomplish this enduring task. 1

3 ABSTRACT Customer Relationship Management is a widely discussed topic in today s society. Most of the organizations recognize that developing and maintaining customer relationship is a crucial step that leads to the success in this competitive business environment. Meanwhile, Internet has become part of our daily life nowadays. In Hong Kong, almost everyone has to connect to the Internet everyday in order to obtain the latest news and information from all over the world, communicating with others as well as enjoying entertainment from the web. With the continuously increasing popularity and importance of Internet, Internet has already transformed to be a powerful tool for promotion of products and also maintaining and enhancing relationships with customers. The two aims of this study are to discuss and investigate the role of e-crm in Hong Kong s banking industry as well as to examine and explore the impact of e-crm on relationship management, loyalty and word-of-mouth behavior by applying a conceptual framework. A total survey of 348 respondents was collected using convenience sampling method. Reliability test and multiple regression analysis were used to determine the relationships and the effects between various independents variables and dependent variables. In the study, the framework was supported. The results suggested that all four marketing tactics: direct mail, interpersonal communication, preferential treatment and tangible rewards played significant efforts in building customer relationship with banks. The findings also showed that there were significant correlations between the e-crm marketing tactics, customer perception towards e-crm and customers relationship quality as well as having a positive effect on both customer loyalty and positive word-ofmouth. It meant with more e-crm employed by the bank, customers loyalty towards the bank would be higher which in turn generate positive word-of-mouth for the bank. 2

4 TABLE OF CONTENTS ACKNOWLEDGEMENT P. 1 ABSTRACT P INTRODUCTION P PROBLEM DEVELOPMENT AND OBJECTIVES 2.1 Research Background 2.2 Research Objectives 3. LITERATURE REVIEW 3.1 Relationship Marketing 3.2 CRM and the Internet 3.3 Effort of e-crm 3.4 Relationship Quality 3.5 Customer Loyalty 3.6 Word-of-mouth P. 4-5 P THEORETICAL FRAMEWORK AND HYPOTHESES P RESEARCH METHODOLOGY 5.1 Research Design 5.2 Instrument and Questionnaire Design Focus Group Questionnaire Design 5.3 Target Population 5.4 Data Analysis Methods 6. DATA ANALYSIS AND RESULTS 6.1 Focus Group Findings 6.2 Demographic Analysis 6.3 Reliability Test 6.4 Demographic Characteristics and e-crm Efforts 6.5 Regression Analysis P P DISCUSSION P RECOMMENDATIONS P CONCLUSIONS P. 31 REFERENCE P APPENDIX I. Questionnaire II. Focus Group III. SPSS Output P

5 1. INTRODUCTION E-CRM (Electronic Customer Relationship Management) is known as the use of electronic devices in attracting, maintaining and enhancing customer relationships with the organization. With the widespread of Internet, e-crm can enhance the efficiency and effectiveness of communication and relationship management between organizations and customers. Hong Kong is one of the key international financial centers in the world. It is ranked the top ten in terms of the world's largest banking centre. The sector contributed to the Hong Kong nominal GDP about 12% in 2007 and the total employment is about 80,000. In this research, we would like to examine the impact and contribution of e-crm toward Hong Kong s banking industry, one of the most important industries in Hong Kong. 2. PROBLEM DEVELOPMENT AND OBJECTIVES 2.1 Research Background In order to be a successful services provider in a mature services industry like Hong Kong, attracting new customers is not enough, but also have to retain its current customers. Relationship marketing and CRM become more and more important for a saturated services market like Hong Kong. In Hong Kong, the banking industry is competitive that different banks provide customers with wide variety of products and services to satisfy their needs and wants. In order to be successful in this sector, banks should pay much more attention and invest in the long-term relationship marketing to become customer-oriented. Meanwhile, Internet has become part of our daily life. With the continuously increasing popularity and importance of Internet, Internet has already transformed to be a powerful tool for promotion of products as well as maintaining and enhancing relationships with customers. 4

6 With the assistance of Internet and database management, organizations can target their right customers more effectively and efficiently, in order to minimize the wastage in promoting to the non-targeted segments. We can find literatures related to the effort and impacts of e-crm, however people in different geographical areas may have different web-serving behaviors and constraints. Besides, there are not so many research focused on Hong Kong s banking sector about the impacts of their efforts on e-crm, as a result, we would like to investigate the performance and effectiveness of e-crm in the banking sector of Hong Kong. 2.2 Research Objectives This research is designed to address several problems. One of the main objectives is to test and ascertain the effectiveness of e-crm in Hong Kong s banking industry. Theoretically, we would like to investigate and explore the positive relations of the efforts of e-crm, the perceptions of customers towards these efforts and the relationship quality. Meanwhile, we would like to examine the correlations of relationship quality, loyalty and word of mouth. Practically, we hope to find out the benefits and effectiveness of e-crm in Hong Kong s banking industry, to provide some insights of worthiness of spending on and using e-crm, as well as showing the practicability of increasing loyalty and word of mouth and decreasing price sensitivity through the successful use of e-crm in Hong Kong. 5

7 3. LITERATURE REVIEW 3.1 Relationship Marketing All marketing activities being used to establish, develop and maintain successful relationship with customers are regarded as Relationship Marketing (Morgan & Hunt, 1994; Palmatier et al., 2006). Effective use of Relationship Marketing, aim at endure and enhance customer base and profit (Gronroos, 1994). According to Dwyer et al. (1987), attentions to conditions fostering relational bonds will lead to reliable repeat purchase and benefit both business and consumer marketing. A positive relationship between customer and company will originate customers in showing satisfaction in together with loyalty to the company or product (Morris, Barnes, & Lynch, 1999), while these satisfied and loyal customers are less price sensitive and have higher intention to refer others, as well as spending more money (Duncan & Moriarty, 1988; Reichheld, 1994). 3.2 CRM and the Internet Internet can help firms in understanding customer needs and wants, satisfy customers needs through development of customer-centric marketing program, as well as creating value for customer by managing data and providing customized products and services.( Iyer, Miyazaki, Grewal and Giordano 2002; Sheth, Sisodia and Sharma 2000). Through the online channel, companies can build relationship, segment and retain customers (Hanson, 2000; Jackson & Wang, 1994; Campbell, 1997), as well as maintaining customer loyalty (Forcht & Cochran, 1999). Integration of CRM and Internet technologies helps offer competitive advantages for companies (Chaston and Mangles, 2003), opportunities for building relationship with customers and enhancing customers satisfaction (Krishnan et al., 1999; Thorbjornsen et al., 2002). Several authors have stated without the assistance of Internet tools, an 6

8 effective CRM cannot be existed (Zineldin, 2000; Bradshaw and Brash, 2001; Hamid and Kassim, 2004). 3.3 Effort of e-crm Electronic customer relationship management (e-crm) is a management approach that widely used in today business world. Different organizations are now paying much attention on it. In this study, Chaston and Mangles s (2003) definition of e-crm is adopted by which facilitating and assisting customer relationship management with the use of Internet technologies. E-CRM is generally referred to not only technology but also about business management processes with customer strategies. Marketing tactics, including direct mail, interpersonal communications, preferential treatments, and tangible rewards have been suggested as indicators of perceived CRM investment and effort (de Wulf, Odekerken-Schröder, and Iacobucci, 2001) Direct mail Direct mail is known as online newsletter or an organization used to keep customers informed (Yoon, Choi, & Sohn, 2008) Interpersonal Communication Communication is one of the critical components in CRM (Bridge et al., 2003). Interactivity is a crucial feature of the Internet which allows people to active involve and take part in online communications and transactions. Two-way communication between parties is now facilitated with the use of Internet technologies. Internet can help customers to get product-related information and knowledge as well as allow them to have greater control in the searching process (Bezjian-Avery, Calder, & Iacobucci, 1998) Preferential treatment 7

9 Preferential treatment is regarded as the superior treatment offered by an organization to regular customers than infrequent shoppers. Customers retention will be increased with effort of caring regular customers (Henning-Thurau & Klee, 1997). For banking industry, banks could provide customers with personalized products and services by investigating own profile. For instance, preferential investment services or rates are provided to those who have great potential in investment Tangible reward Tangible reward is defined as extra or special benefits offered by organization to customers including discounts and coupons. Loyalty of customers is more likely to be maintained with rewards for their loyalty performances (Berry, 1995). For example, some banks in Hong Kong offer rewards to customers through different online activities like online lucky draw. Those prizes given are valuable to customers such as computer, television as well as cash dollar. Our study will examine the effect of e-crm effort towards customers perceptions towards banks e- CRM effort, as well as relationship quality between banks and customers, and the ultimate influences on loyalty and word of mouth. 3.4 Relationship Quality Relationship quality is used to describe business relationships, which is typically conceptualized as a higher-order construct combined of commitment, satisfaction and trust (Crosby et al., 1990; Dorsch et al., 1998; Hewett et al., 2002). Relationship satisfaction, trust, and relationship commitment are the most critical outcome from relationship building. Several studies have stressed the importance of relationship satisfaction and trust as indicators of the higher-order construct of relationship quality (Dwyer et al., 1987; Shamdasani and 8

10 Balakrishnan, 2000; Hennig-Thurau et al., 2001; Hewett et al., 2002; Hibbard et al., 2001). With these previous studies, our study focuses on trust, commitment, and satisfaction as key characteristics of relationship quality as well as their effect on loyalty as a relationship outcome. Trust. Trust is defined as the belief of one party that the other party will fulfill its needs in the future (Anderson and Weitz, 1989). Trust is the key factor for suppliers in establishing and maintaining longterm relationships (Bitner, 1995; Berry, 1995; Morgan and hunt, 1994). Trust being an indicator of successful relationship marketing is significant and widely accepted (Garbarino & & Johnson, 1999; Gruen Summers, & Acito, 2000; Hunt & Morgan, 1995). Trust has been recognized for its positive effects on relationship commitment and customers loyalty (Morgan and Hunt, 1994; Aydin and Ozer, 2005), which implies a positive behavioral intention of a customer if he or she trusts the company. Commitment. has been defined "as an enduring desire to maintain a valued relationship" (Moorman et al., 1993; Morris, Barnes,& Lynch, 1999). Studies have supported that effort should be kept to maintain a relationship. It is because by maintain relationship, organizations can benefit from the lower costs of sustaining existing customers compared to obtaining new customers as well as having the power to charge a premium price. People with higher commitment are less likely to switch even they find better offers. Berry and Parasuraman (1991) considered commitment as an indicator of service relationships and supported that mutual commitment help build relationships among parties. It conforms the theory of Morgan and Hunt. Studies have also found that commitment can reflect consumers perceptions of relationship quality (Dorsch et al., 1998; Hennig-Thurau & Klee, 1997). Customer Satisfaction. Satisfaction has been widely studied in previous literature. Satisfaction is defined as pleasurable fulfillment (Oliver, 1997, 1999). One of the main components for perceived relationship quality is satisfaction. According to Storbacka et al.'s (1994), customer satisfaction refers to the "customers' cognitive and affective evaluation based on their personal experience across all service 9

11 episodes within the relationship." That means satisfied customers are more likely to build higher and better quality relationship with the organization since fulfilling customer s need is essential in exchange relationship (Dorsch et al., 1998). Hence, the level of customer satisfaction is thus a significant sign of the fitness of relationship quality. 3.5 Customer Loyalty Customer loyalty is defined as customers affection and commitment towards a product, service, brand or organization (Oliver, 1999), which is the customers intention to repurchase (Edvardsson et al., 2000). Loyalty is known as a crucial factor for a company to sustain and pursuing success over time (Flavia n et al., 2006; Keating et al., 2003). The most common behaviors of loyal customers include dispersing favorable word-of-mouth and repurchasing products of the company (Dwyer, Schurr, and Oh 1987; Fornell 1992). Spreading favorable word-of-mouth and repurchasing products of the company have been used as indicators of loyalty studies (Sirdeshmukh et al. 2002; Zeithaml et al. 1996). Hence, these two behaviors will also be used as key manifestations in our study on customers loyalty aspect. Moreover, studies have stated that loyalty favors higher intensity in positive WOM (Hallowell, 1996). 3.6 Word-of-mouth Word-of-mouth (WOM) is defined as informal communication of customers with others on evaluating of goods and services of an organization (Dichter, 1966). It has significant effect on consumers buying decisions in the market place (Murray, 1991; Giese and Spangenberg, 1997; Bansal and Voyer, 2000), especially for high involvement products or high-risk service delivery towards customer. For example, 10

12 negative word-of-mouth may be spread through the market by unsatisfied customers, as to keep others from buying the product. Most organizations strive to develop positive word-of-mouth communication among customers, which are informal communications among customers regarding evaluation of goods and services, including relating pleasant, vivid, or novel experiences; recommendations to others; and even conspicuous display (Anderson, 1998). Satisfied retail customers always spread favorable word-of-mouth for retailers they satisfied (Beatty et al 1996). 4. THEORETICAL FRAMEWORK AND HYPOTHESES Based on the theoretical model discussed before, we develop the research model and hypotheses as follows. H1: Effort of e-crm (including edm, online interpersonal communication, preferential treatments, and rewards) positively influence customers' perceived effort of e-crm H2: Customers' perceived effort of e-crm positively influence the relationship quality between banks and customers H3: Relationship quality positively influence customers' loyalty towards banks H4: Customers' loyalty positively influence word of mouth of customers spread to others 11

13 RESEARCH METHODOLOGY 5.1 Research Designs The research consisted of two stages. First of all, a focus group was conducted in order to get more qualitative insight on the research topic as well as to aid the design of research framework and questionnaire. Secondly, quantitative research was carried out with the use of self-administrated questionnaire. A pretest was done on the questionnaire before actual surveying. 5.2 Instrument and Questionnaire Design Focus Group A focus group was conducted which consists of 7 people, who have experienced e-crm efforts from different banks. The purpose of conducting focus group was to test whether the respondents understood the terms we used and to examine whether the chosen variables were suitable and useful for collecting proper in reaching our research objectives. Also, analysis of the study was modified according to the focus group result. Recommendations would be given based on the insights gained from respondents Questionnaire Design After conducting the focus group, a quantitative approach was adopted for data collection. A structured questionnaire was developed based on the De Wulf, Odekerken-Schröder, and Iacobucci (2001) model with modification related to the banks and the online consumer relationship process in the banking industry. The questionnaire was divided into five parts for obtaining data in different dimensions in which consisted of 36 statements for measuring the efforts of e-crm employed by the banks, the customers perception of e-crm efforts as well as their relationship quality and loyalty. 12

14 The first 15 statements were designed to know the level of e-crm efforts respondents received in the form of direct mail, interpersonal communication, preferential treatment and rewards. After that, 8 statements were used to measure customers perception toward those e-crm efforts. The measurement of relationship quality and loyalty were conducted to examine the level of satisfaction with the bank. Finally, 3 statements were used to examine the relationship between loyalty and word-of-mouth. All statements were measured using a seven-point Likert scale ranging from strongly disagree to strongly agree to indicate respondents level of agreement toward those statements. Also, six closed-end questions were designed for finding respondents characteristics and demographic data, such as gender, age, education level, income level and the time spend on Internet daily. A pretest of 20 questionnaires was conducted before actual surveying by using a small group of respondents similar to the target sample. The aim of pretesting was to ensure every respondent understood the questions and to determine whether the arrangement of statements was logical. The questionnaire was modified based on the comments of pretest respondents. 5.3 Target Population Convenience sampling method was used in this research. The sample of 380 participants was from customers with different demographic backgrounds who have currently experienced e-crm through the use of Internet technologies at least once during the previous three months so that they would have fresh memories about e-crm effort they have just experienced. The sample size was calculated by using the formula for the standard error of the mean. That was equal to σ 2 z 2 / D 2 ( /±0.1 2 )= 384. Sample of 380 participants was targeted. 13

15 5.4 Data Analysis Methods After completed questionnaires had been collected, data were entered and analyzed with the use of Statistical Package of Social Science (SPSS). Descriptive analysis was used to describe and present the profile of the respondents. Also, Cronbach s coefficient was conducted to test the validity as well as reliability of each construct. Constructs with value of 0.7 or higher were considered as adequate for exploratory work. Since there were multiple independent variables, multiple regression analysis was conducted employed to determine the relationships and the effects between various independents variables and dependent variables. All statistics were run at 95% confidence level. 14

16 5. DATA ANALYSIS AND RESULTS 6.1 Focus Group Findings Seven participants who experienced e-crm from different banks were invited. Some agreed that received more e-crm would help them to get more products information of the banks, to make close contact with banks and in turn become more satisfied with the banks. For example, they were always informed by banks about the best privileges with the use of credit card and personal instalment plan through the Internet. However, some participants felt that receiving too much e-crm like direct mail was an annoying thing and they regarded such mail as junk mail. There was variance between participants in terms of their opinion on different e-crm effort. Therefore, the research was designed to focus the role of e-crm in the banking industry in Hong Kong as well as to investigate the level of impact of each e-crm effort on target population. 6.2 Demographic Analysis In this research, we have distributed 380 questionnaires by using convenience sampling method and finally 348 valid feedbacks were received. Within these 348 respondents, 53.7% were male, and 46.3% were female. The majority of the respondents were years old (27%), while years old, years old, years old and years old occupied about 17%, 17.5%, 11.8% and 12.6% of the total respondents respectively. For their education level, 63.8% of them possess a Bachelor Degree, while others are Secondary School level, Associate Degree and Master Degree with the percentage of 22.4%, 4.6%, and 9.2% respectively, showing that most of the respondents were highly educated. For the 348 respondents, their occupations are mainly Banking and Finance (39.1%), Communication and Information System (24.1%) and Students (13.2%). For the salary range, about 20.4% of respondents had a monthly income between 15

17 HK$ ; while 13.2% had about HK$ With 348 respondents, more than 70% of them spent about 1 hour or more in Internet every day. Table 1 shows the demographic information of all respondents. Characteristics Frequency Number % Gender % Male % Female % Age % 19 or below % % % % % % % % Education Level % Secondary School % Associate Degree % Bachelor Degree % Master Degree % Occupation % Transportation, Warehousing 4 1.1% Financial Industry % Community Services 4 1.1% Education % Communications and Information System % Public Administration % Art and Entertainment 6 1.7% Wholesaling 3 0.9% Retailing % Students % Others % Salary Range (HK$) % HK$3000 or below % HK$ % HK$ % HK$ % HK$ % HK$ % HK$ % 16

18 HK$ % HK$ % HK$50001 or above % Time spend on Internet per day % Less than 30 minutes % minutes % 1-3 hours % More than 3 hours % Table 1 Demographic of Respondents The profile of respondents was similar to that of the Internet user in Hong Kong. According to the 2008 Annual Survey Report of Internet Use in Hong Kong, it showed that 52.5% of the internet users were male and 47.5% were female. Within the respondents of the research, 53.7% were male, and 46.3% were female. In terms of age distribution, middle-age users (31-50) account for 54% of the Internet users in 2008, while in this research, 48.8% of the respondents were aged between years old. 17% of respondents were aged which was similar to the Internet users in Hong Kong (14%). Age Composition of the 15% 14% 13% 14% 27% 14% 4% users Penetration in the 99% 96% 89% 87% 75% 48% 17% Population Table 2: Age and Internet users in 2008 Source from: Internet Use in Hong Kong: The 2008 Annual Survey Report. Web Mining Lab. Department of Media of Communication. City University of Hong Kong In terms of the bank s e-crm in which respondents experienced the most, 28.4% accounted for HSBC, followed by Hang Seng Bank (27%) and Bank of China (11.8%). Those three banks are top ranking in Hong Kong. 17

19 Descriptive Statistics Statistics Interpersonal Preferential Perceived Relationship Word-ofmouth edm Communications Treatments Rewards Efforts Quality Loyalty N Valid Missing Mean Median Mode (a) Std. Deviation a Multiple modes exist. The smallest value is shown Table 3 Description of Variables In a seven-point Likert scale, 4 meant neutral. From the table, all the variables were scored >4, representing a positive attitude toward variables the research measured. Among all the four e-crm effort, respondents had a stronger positive attitude toward direct mail (edm) (mean=4.76), followed by interpersonal communications (COMM) (mean=4.45) and preferential treatment (TREAT) (mean=4.42). The score for rewards (REWARDS) was the lowest (mean=4.07). Generally, respondents scored over 4 on the perceived effort of e-crm (mean=4.69), relationship quality (mean=5.16) and customer loyalty (mean=4.95). It meant that customers had positive attitude toward the e-crm efforts employed by banks, and become more satisfied with the banks. Efforts of e-crm (Tactics) Bank n. edm Interpersonal Preferential Rewards Communications Treatments HSBC Bank of China Bank of East Asia Citibank Hang Seng Bank Standard Chartered Bank DBS Dah Sing Others Table 4 Mean Score of each e-crm effort among banks 18

20 From the findings in Table 4, it showed that edm had higher mean score (ranging from 4 to 5.24) than other e- CRM tactics and it implied that all banks generally provide customers with enough s and online newsletters. Direct mails from Standard Chartered Bank and Hang Seng Bank were the most satisfied mails with higher score. For both preferential treatment and rewards, it was obvious that respondents had higher perception towards the efforts given by Standard Chartered Bank. This conformed to focus group result which respondents agreed Standard Chartered provided more attractive treatments and rewards to customers such as lucky draw, cash dollar, etc. Standard Chartered Bank had the highest mean score among all four e-crm tactics. However, some dominating banks like HSBC and Hang Seng Bank, they did not spend much effort on e-crm when compared to Standard Chartered. 6.3 Reliability Test For reliability test, it measures the overall consistency of the items. In our research, the Cronbach s alpha of factors ranged from to which is greater than the standard alpha of 0.7. It represented a significant level of internal validity and reliability. However, by looking at Item-Total Statistics which indicates how important each item is, we found that several questions (edm1, COMM1 and COMM5) should be deleted in order to increase the reliability as they are not consistent with other items; while other items were retained for further analysis. 6.4 Demographic Characteristics and e-crm Efforts Table 3 shows the effect of demographic characteristics on perceptions of different e-crm efforts (direct mail, interpersonal communication, preferential treatments and rewards). Significant associations (significant at 0.05) were found out by the use of ANOVA analysis. They were (1) between gender and all e-crm tactics as well as their perceived efforts of e-crm; (2) between age and three e-crm tactics 19

21 (edm, communications and rewards); and (3) between income level and the e-crm tactics and customers perception on e-crm effort. Demographic n. edm E-CRM Efforts Interpersonal Communications Preferential Treatments Rewards Perceived Effort of e-crm Gender Male Female Sig * 0.002* 0.000* 0.001* 0.000* Age 19 or below F-value Sig * 0.002* * Income Level HK$3000 or below HK$ HK$ HK$ HK$ HK$ HK$ HK$ HK$ HK$50001 or above F-value Sig * * 0.000* 0.000* *Significant at 0.05 Table 5 Demographic characteristics on perception of e-crm efforts For the association between gender and e-crm efforts, male respondents generally had lower mean score for e-crm efforts carried by the banks, especially in Rewards aspect (mean=3.87) than did female respondents. Also, male respondents had a lower perception towards those e-crm effort with a mean score of 4.43 (female= 4.91). With regard to the relationship between age and dimensions of e- 20

22 CRM effort, respondents whose ages 19 years or below had lower perceptions for direct mail (edm) received online while those aged years had the higher perceptions on edm than did other age groups. In terms of interpersonal communications, those who ages years had lower perceptions on communication with the lowest mean score of 3.94, followed by those aged 46 years and above (Baby Boomer) with mean score of about For rewards, the elder people whose ages years had negative attitude towards Rewards (mean score= 2.48) which means those elderly received the least rewards from banks. 6.5 Regression Analysis Multiple regression analysis is a descriptive tool that used to examine and explain the relationship between independent and dependent variables. Detailed results of the regression analysis could be found in Appendix. A. Relationship between e-crm efforts and Customers Perceived Efforts of e-crm To test H1, those e-crm efforts were included as independent variables. They are direct mail (edm), interpersonal communications (COMM), preferential treatments (TREAT) and rewards (REWARD). According to the Correlations results, all four efforts were significant at the level p=0.000, that means all four exert significant effects on the dependent variable- customers perceived efforts of e-crm (EFFORT). The Model Summary indicates the prediction power of this model. From the result, the adjusted R 2 was which represented a moderate prediction power of this model. The e-crm efforts explained approximately 70% of the variance in respondents overall perception of e-crm efforts. R indicates the correlation between the observed and predicted values of the dependent variable. R with represented a relatively strong and positive relationship between e-crm efforts and customers 21

23 perceived efforts of e-crm. In ANOVA table, the F value and p value showed those variables were jointly significant. H1 was supported. In addition, referring to the column of Beta coefficients which compares the relative strength of various predictors in the model, preferential treatment had the largest Beta coefficient, while rewards had the smallest Beta, Relationship between e-crm efforts and Customers Perceived Efforts of e-crm Dimensions B β (p value) VIF edm (Direct Mail) * Interpersonal Communications * Preferential Treatments * Rewards * Adjusted R 2 = 0.695, *p< 0.05 Table 6 Multiple Regression Analyses of e-crm efforts and Customers Perceived Efforts of e-crm B. Relationship between Customers Perceived Efforts of e-crm and Customers Relationship Quality In testing H2, all measurements on the customers perceived effort of e-crm were used. Referring to the results, the adjusted R squared was showing that the prediction power was moderate. Similar to the above result, the R value was which indicated a positive strong relationship between Customers Perceived Efforts of e-crm and Customers Relationship Quality. H2 was therefore supported. C. Relationship between Customers Relationship Quality and Customers Loyalty 22

24 Similar methods were used to test H3. According to the results, it showed that Customers Relationship Quality was positively related to the Customers Loyalty with significant statistics level that R=0.830, R Square =0.689 and p=0.000 while the adjusted R 2 (0.688) was statistically significant. This meant that H3 was supported. D. Relationship between Customers Loyalty and Customers Word-of-mouth Behaviour It was obvious that H4 was supported. By using similar analysis methods that employed before, a stronger relationship between independent variable and dependent variable was found with R= That meant customers loyalty is positively related to the customers word-of-month behavior with statistical significance (R Square change=0.52) while the p value showed the variables were significant at p= H2 Relation between Customers Perceived Efforts of e-crm and Customers Relationship Quality R R 2 Adjusted R 2 ANOVA (F) Beta Value p-value * 0.000* H3 Relationship between Customers Relationship Quality and Customers Loyalty R R 2 Adjusted R 2 ANOVA (F) Beta Value p-value * 0.000* H4 Relationship between Customers Loyalty and Customers Word-of-mouth Behaviour R R 2 Adjusted R 2 ANOVA (F) Beta Value p-value * 0.000* 23

25 6. DISCUSSION This research was designed to address several objectives. First, it was used to investigate and explore the positive relations of the efforts of e-crm, the perceptions of customers towards these efforts and the relationship quality. Meanwhile, it was designed to examine the impact of e-crm on relationship quality, loyalty and word of mouth. A. Demographic Characteristics and Perception towards each e-crm Efforts From the findings, association between gender and e-crm efforts was figured out. Male customers generally had lower perception on e-crm efforts carried by the banks when compared to female customers, especially in Rewards aspect. With lower perception towards e-crm efforts, people would eventually have lower relationship quality with the banks. With regard to the relationship between age and dimensions of e-crm effort, people who aged 19 years or below had lower perceptions for direct mail (edm) than other age groups did. These might be explained by the higher expectation on quality edm by the youth. Also, people who ages years or 46 years and above had lower perceptions on communication effort. With continuous communication between banks and customers, people would more likely to generate favorable response to the company. Banks should better promote and develop online communication tools for consumers to obtain product or company information as well as to make contact with companies efficiently. In terms of rewards, people whose ages years generally had negative attitude towards Rewards, which means those elderly received the least rewards from banks. It might affect their perception or attitude towards the banks. As most banks focus their investment and promotion on teenagers and middle-aged people and thus overlook the need and wants of the old people. 24

26 B. Relationship between the efforts of e-crm and customer perception towards those efforts From the result, people generally had positive attitude toward the e-crm efforts carried out by the banks, including direct mail, interpersonal communication, preferential treatment and rewards. The mean score was ranging from to It also showed that people received direct mail and communication more than preferential treatment and rewards. Meanwhile, the mean score for customer perception towards those e-crm efforts was 4.69, indicating that there was a positive relationship between e-crm efforts and the perception towards those effort. The more the e-crm efforts experienced, the higher the perception towards those efforts. In addition, among those four e- CRM effort, preferential treatment was a relatively strong predictor and had slightly more impact in the model with largest Beta coefficient= Thus, a one standard deviation increase in preferential treatment would lead to a standard deviation increased in customer perception towards e-crm efforts, with the other variables held constant. In Hong Kong banking industry, customers highly demand for preferential and customized treatments. They generally prefer banks that could provide customized products and services by investigating their own profile. Having personalized service and treatments, customers would have higher perception and favorable attitude towards the banks. Therefore, banks should focus on improving and providing more personalized treatments to customers. For rewards, it was a relatively weak predictor in the model. In Hong Kong, there were fewer number and varieties of rewards provided online and thus they generally had lower perception on this aspect when compared to other marketing tactics. C. Relationship between customer perception towards those efforts and customer relationship quality 25

27 The findings supported that attitude toward the e-crm efforts and customer relationship quality towards the banks was positively correlated. That meant with more e-crm efforts, customers would likely to have a higher relationship quality towards the banks. In order to increase customer satisfaction with a bank, the bank should pay much effort or invest more in e-crm. D. Correlations between customer relationship quality, customer loyalty and customer word-ofmouth behavior According to the findings, the H3 and H4 were supported. It showed that customers relationship quality and customers loyalty is positively related to the customers loyalty with significant statistics level. More satisfied customers would more likely to be the loyalty customers of that company. When they become loyal to the company, they would spend more on it. In addition, their word-of-mouth behavior was also positively related to their loyalty level. 26

28 7. RECOMMENDATIONS In order for a bank to sustain their market share and have a better future development in Hong Kong, it is essential for a bank to invest in long-term relationship marketing efforts. According to a recent research by Synovate, with the increasingly internet usage rate and actively participation on online activities, e.g. blogs, forum, discussion group, social networking, etc., widely use of internet in spreading word-of-mouth and advertisement can significantly raise the brand and product exposure, while e-crm can be utilized in a better way as to maintain the relationship with customers. We suggest banks in Hong Kong can improve their e-crm in the following ways. edm According to the survey results, edm is the most satisfied ecrm effort in customers eyes as well as being the second most influential factor for customers perception on effort of ecrm a bank paid, which have a crucial effect on customers perception towards the bank. By categorizing customers into post 80s, generation X, and baby boomers, it shown that their average satisfaction level of customers towards a bank s edm are lowest in post 80s, but highest in baby boomers. This may be explained by their differences in experiencing edm and original direct mail, while post 80s have less experiences in receiving paper direct mail but more experiences in edm, they may have a higher expectation on the quality of banks edm than baby boomers, vice versa. We suggest the banking industry should improve the quality of their edm as to enhance the satisfaction of customers in this ecrm effort. In order to achieve higher satisfaction of customers, especially the post 80s group, we suggest banks can improve their edm in the following aspects. First, banks may improve the attraction of edm by inserting more multimedia into the edm, for examples, insert some video or video link of the latest bank promotion in the edm, use a continuously looping flash banner or footer to attract their focus on the edm. 27

29 Second, banks may add more call for action icons or banners, as a way to catch their attention on the edm, also to encourage and lead the customers to click into the promotion pages or the bank s public website. Third, banks may provide more interaction with customers through edm, for example, banks may add a Facebook share button on the top corner of the edm to encourage customers in sharing the promotion with others through facebook or other social networking channels. Interpersonal Communications Interpersonal communications ranked the 2nd most satisfied ecrm effort in this survey. Referring to the survey result, it shows that younger age groups have higher satisfaction in this ecrm effort than the older age group, while lower income groups are more satisfied in this aspect than the higher income groups. These may be explained by customers respective knowledge on online communication channels and their willingness to communicate and interact with banks online. As for higher age group, they may not be familiar with various online communication channels provided by banks, like the Facebook group of a bank, simplicity become important in this aspect. While higher income group people may have less time or less willing to search for information needed, express their views online, time cost may be their major concerns, easy to access may become another factor in this aspect. Though banks should keep up to trend, for examples, organizing group in Facebook, updating information of the bank on twitter, banks should also offering the most simplest channels and easiest ways for customers to communicate. Banks may offer more user-friendly and easier to access methods for customers to express their comments, raise their enquiries, and search for their information needed. 28

30 Preferential Treatments Customers satisfaction on preferential treatments ranked 3rd among all e-crm efforts, while it is the most influential factor towards customers perception on banks e-crm efforts, it is essential for banks to improve in this aspect. According to the survey, higher the income less satisfied the customers towards preferential treatments. This may be explained by higher income group may have higher expectation on treatments they should receive. For higher income customers, more likely they will be the higher-class customer s category in banks, e.g., Excel Banking, Priority Banking. Their expectation towards services should be higher, while banks may not offer as they expected. We suggest banks to apply their customers categorizing system more effectively in e-crm. First, banks should offer different treatments to customers according to the customers classes, rather than offering one-and-for-all treatments to all customers. They should categorize their customers classes clearly, and differentiate products offerings concisely, as to shown the privilege of higher-level customers. Though offering customers the same product, but providing different advantages according to their customer category. Second, banks should offer more preferential treatments to customers based on their needs, for examples, sending them the latest promotion on services they keep using, update their balance on credit cards bonus points and newly gifts offered regularly online. These services may provide them a sense of exclusivity and enhance their feeling of being respected. Third, banks should offer preferential treatments for users of online channels, to attract more customers in using online banking, for examples, e-statements instead of paper statements, and online stock trading instead of phone trading, while improving the efficiency of banks operations, as well as supporting green banking. Banks may offer discounts on online stock trading, for example, no minimum handling 29

31 charges, offering extra bonus points every month for using e-statements, allowing customers to use bonus points in exchanging gifts online. Rewards Customers have the lower satisfaction on rewards offering by banks online. Post 80s has an above average satisfaction in this aspect, while lower satisfaction for older age groups and with the lowest satisfaction of baby boomers, which may due to several reasons, including types of rewards offering, channels to achieve the rewards. We suggest banks should offer wider range of products as rewards. Banks are most likely to offer some hi-tech or trendy products as rewards, which may only suit some group of customers. We highly recommend banks to offer various types of products as rewards to customers in one program, for examples, bank may offer lucky draw to customers, which prizes include latest game console, latest digital camera, as well as massage chairs. This can raise the attraction of the lucky draw, meanwhile encouraging different types of customers to take part, and to show they are being respected. Moreover, banks should use some easy while innovative way to execute the rewarding program, for example, instant online lucky draw. As most of the banks will only ask customers to fill in related information and the bank will process the lucky draw afterward, this may not create interaction with customers. Instant online lucky draw can provide opportunities to involve in the process, customers are not only filling in related information, but also taking part in the lucky draw process, they have to click some button to start the lucky draw instantly online, just like playing a flash game, this may raise customers involvement and satisfaction of the rewarding process. 30

32 8. CONCLUSION The study confirms the relationship between e-crm efforts, Customers Perceived Effort of e-crm, Customer Relationship Quality, Customer Loyalty and Word-of-mouth behavior. The study is also considered to be a good measure of the relationship between the banks and the customers with the use of e-crm. The research does not provide a strong evidence in supporting the hypotheses, however it still provide insights for people that e-crm would become more and more popular and would be commonly used not also in the banking industry, but also in other sectors. In addition, it shows that the Role of e- CRM in Hong Kong s Banking Industry could be further investigated. 31

33 REFERENCE Anderson, E.W. (1998), Customer satisfaction and word of mouth, Journal of Service Research, Vol. 1, May, pp Anderson, E. and Weitz, B. (1989), "Determinants of continuity in conventional industrial dyads", Marketing Science, Vol. 8, pp Avlonitis, G. and Karayanni, D. (2003). The use of Internet in business-to-business marketing: some evidence from American and European companies, Working Progress Paper, Athens University of Economics and Business. Aydin, S. and Ozer, G. (2005), The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market, European Journal of Marketing, Vol. 39 Nos 7/8, pp Bansal, H.S. and Voyer, P.A. (2000), Word-of-mouth processes within a services purchase decision context, Journal of Service Research, Vol. 3 No. 2, pp Beatty, S.E., Mayer, M.L., Coleman, J.E., Reynolds, K.E. and Lee, J. (1996), "Customer-sales associate retail relationships", Journal of Retailing, Vol. 72, pp Berry, L.L. (1995), Relationship marketing of services-growing interest, emerging perspectives, Journal of the Academy of Marketing Science, Vol. 23 No. 4, Autumn, pp Berry, L. and Parasuraman, A. (1991), Marketing Services, The Free Press, New York, NY. Bezjian-Avery, A., Calder, B., & Iacobucci, D. (1998). New media interactive advertising vs. traditional advertising. Journal of Advertising Research, 38, Bitner, M.J. (1995), Building service relationships: it s all about promises, Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp

The Influence of Internet-Based Customer Relationship Management on Customer Loyalty

The Influence of Internet-Based Customer Relationship Management on Customer Loyalty Contemporary Management Research Pages 419-440, Vol. 9, No. 4, December 2013 doi:10.7903/cmr.11095 The Influence of Internet-Based Customer Relationship Management on Customer Loyalty Aris Y. C. Lam Hong

More information

Customer Relationship Strategies: The Study on Customer Perspectives

Customer Relationship Strategies: The Study on Customer Perspectives International Journal of Business and Social Science Vol. 3 No. 15; August 2012 Customer Relationship Strategies: The Study on Customer Perspectives ML. Saviga Unhanandana Associate Professor Chulalongkorn

More information

Relationship Quality as Predictor of B2B Customer Loyalty. Shaimaa S. B. Ahmed Doma

Relationship Quality as Predictor of B2B Customer Loyalty. Shaimaa S. B. Ahmed Doma Relationship Quality as Predictor of B2B Customer Loyalty Shaimaa S. B. Ahmed Doma Faculty of Commerce, Business Administration Department, Alexandria University Email: Shaimaa_ahmed24@yahoo.com Abstract

More information

Electronic Ticketing in Airline Industries among Malaysians: the Determinants

Electronic Ticketing in Airline Industries among Malaysians: the Determinants Electronic Ticketing in Airline Industries among ns: the Determinants Tee Poh Kiong Faculty of Business and Management Behrooz Gharleghi Benjamin Chan Yin-Fah Faculty of Business and Management Centre

More information

Relationship Bonding Strategies and Customer Retention: A Study in Business To Business Context

Relationship Bonding Strategies and Customer Retention: A Study in Business To Business Context Relationship Bonding Strategies and Customer Retention: A Study in Business To Business Context Prof. Milna Susan Joseph, Ms. Anusree Unnikrishnan Associate Professor, Sree Narayana Gurukulam College of

More information

Antecedents and Consequences of Consumer s Dissatisfaction of Agro-food Products and Their Complaining through Electronic Means

Antecedents and Consequences of Consumer s Dissatisfaction of Agro-food Products and Their Complaining through Electronic Means Antecedents and Consequences of Consumer s Dissatisfaction of Agro-food Products and Their Complaining through Electronic Means Costas Assimakopoulos 1 1 Department of Business Administration, Alexander

More information

COMPARISONS OF CUSTOMER LOYALTY: PUBLIC & PRIVATE INSURANCE COMPANIES.

COMPARISONS OF CUSTOMER LOYALTY: PUBLIC & PRIVATE INSURANCE COMPANIES. 277 CHAPTER VI COMPARISONS OF CUSTOMER LOYALTY: PUBLIC & PRIVATE INSURANCE COMPANIES. This chapter contains a full discussion of customer loyalty comparisons between private and public insurance companies

More information

Mobile Stock Trading (MST) and its Social Impact: A Case Study in Hong Kong

Mobile Stock Trading (MST) and its Social Impact: A Case Study in Hong Kong Mobile Stock Trading (MST) and its Social Impact: A Case Study in Hong Kong K. M. Sam 1, C. R. Chatwin 2, I. C. Ma 3 1 Department of Accounting and Information Management, University of Macau, Macau, China

More information

UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS

UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS Viruli de Silva ABSTRACT This article is based on a recent research conducted in the Sri Lankan banking sector and it discusses how the

More information

Building Customer Relationships in an Electronic Age: The Role of Interactivity of E-Commerce Web Sites

Building Customer Relationships in an Electronic Age: The Role of Interactivity of E-Commerce Web Sites Building Customer Relationships in an Electronic Age: The Role of Interactivity of E-Commerce Web Sites Doyle Yoon The University of Oklahoma Sejung Marina Choi The University of Texas at Austin Dongyoung

More information

Status of Customer Relationship Management in India

Status of Customer Relationship Management in India Status of Customer Relationship Management in India by Dr. G. Shainesh & Ramneesh Mohan Management Development Institute Gurgaon, India Introduction Relationship marketing is emerging as the core marketing

More information

Does Trust Matter to Develop Customer Loyalty in Online Business?

Does Trust Matter to Develop Customer Loyalty in Online Business? Does Trust Matter to Develop Customer Loyalty in Online Business? Pattarawan Prasarnphanich, Ph.D. Department of Information Systems, City University of Hong Kong Email: pprasarn@cityu.edu.hk Abstract

More information

MAGNT Research Report (ISSN. 1444-8939) Vol.2 (Special Issue) PP: 213-220

MAGNT Research Report (ISSN. 1444-8939) Vol.2 (Special Issue) PP: 213-220 Studying the Factors Influencing the Relational Behaviors of Sales Department Staff (Case Study: The Companies Distributing Medicine, Food and Hygienic and Cosmetic Products in Arak City) Aram Haghdin

More information

Surveying the Relationship Between Relationship Marketing and Customer Loyalty Case Study: Pasargad Bank in Mazandaran province

Surveying the Relationship Between Relationship Marketing and Customer Loyalty Case Study: Pasargad Bank in Mazandaran province 71 Surveying the Relationship Between Relationship Marketing and Customer Loyalty Case Study: Pasargad Bank in Mazandaran province Seyyedeh Mohaddeseh Seyyednejad, Department of Management, Germi Branch,

More information

Brand Loyalty in Insurance Companies

Brand Loyalty in Insurance Companies Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March 2012 12 Brand Loyalty in Insurance Companies Sancharan Roy, (B.E., MBA) Assistant Professor, St. Joseph's College

More information

The influence of electronic customer to customer interaction on customer loyalty Xue jing1,a and Xuewei2,b

The influence of electronic customer to customer interaction on customer loyalty Xue jing1,a and Xuewei2,b 3rd International Conference on Education, Management, Arts, Economics and Social Science (ICEMAESS 2015) The influence of electronic customer to customer interaction on customer loyalty Xue jing1,a and

More information

DETERMINANTS OF CUSTOMER RETENTION IN HOTEL INDUSTRY

DETERMINANTS OF CUSTOMER RETENTION IN HOTEL INDUSTRY DETERMINANTS OF CUSTOMER RETENTION IN HOTEL INDUSTRY Shahzad Khan * City University of Science and Information Technology, Peshawar, Pakistan * Shahzadkhan.lecturer@gmail.com Abstract The customer retention

More information

The impact of relationship marketing on customer loyalty enhancement (Case study: Kerman Iran insurance company)

The impact of relationship marketing on customer loyalty enhancement (Case study: Kerman Iran insurance company) Marketing and Branding Research 3(2016) 41-49 MARKETING AND BRANDING RESEARCH WWW.AIMIJOURNAL.COM INDUSTRIAL MANAGEMENT INSTITUTE The impact of relationship marketing on customer loyalty enhancement (Case

More information

The Influence of Trust and Commitment on Customer Relationship Management Performance in Mobile Phone Services

The Influence of Trust and Commitment on Customer Relationship Management Performance in Mobile Phone Services 2011 3rd International Conference on Information and Financial Engineering IPEDR vol.12 (2011) (2011) IACSIT Press, Singapore The Influence of Trust and Commitment on Customer Relationship Management Performance

More information

BUSINESS-GENERATED SOCIAL MEDIA 1

BUSINESS-GENERATED SOCIAL MEDIA 1 BUSINESS-GENERATED SOCIAL MEDIA 1 Business-Generated Social Media: The Effect on Young Adults Deanna Etzold Spring Hill College This paper was prepared for Communication Research 335, Section 01, taught

More information

Determinants of Customer Loyalty: An Exploratory Investigation on Relational Benefits in the Context of Customer Club

Determinants of Customer Loyalty: An Exploratory Investigation on Relational Benefits in the Context of Customer Club Page 1 of 8 ANZMAC 2009 Determinants of Customer Loyalty: An Exploratory Investigation on Relational Benefits in the Context of Customer Club Kevin Siu-lung Yu*, University of South Australia, Kevin.yu@frieslandcampina.com

More information

The Impact of Customer Relationship Marketing Tactics on Customer Loyalty

The Impact of Customer Relationship Marketing Tactics on Customer Loyalty The Impact of Customer Relationship Marketing Tactics on Customer Loyalty G. Srikanth Director, NIMS, Hindustan Group of Institutions V. Nirmala Kumari Associate Professor, NIMS, Hindustan Group of Institutions

More information

CUSTOMER RELATIONSHIP MANAGEMENT OF SELECT LIFE INSURANCE COMPANIES

CUSTOMER RELATIONSHIP MANAGEMENT OF SELECT LIFE INSURANCE COMPANIES I n t e r n a t i o n a l J o u r n a l o f M a n a g e m e n t F o c u s 1 CUSTOMER RELATIONSHIP MANAGEMENT OF SELECT LIFE INSURANCE COMPANIES G. RAJU Asst. Professor of Business Administration, St. Thomas

More information

The Effect of Switching Barriers on Customer Retention in Korean Mobile Telecommunication Services

The Effect of Switching Barriers on Customer Retention in Korean Mobile Telecommunication Services The Effect of Switching Barriers on Customer Retention in Korean Mobile Telecommunication Services Moon-Koo Kim*, Jong-Hyun Park*, Myeong-Cheol Park** *Electronics and Telecommunications Research Institute,

More information

Online Customer Experience

Online Customer Experience Online Customer Experience What is the experience and how is it difference for frequent and infrequent purchasers, age cohorts and gender groups? Prepared by Jillian Martin and Gary Mortimer for Coles

More information

DETERMINANTS OF CUSTOMER SATISFACTION IN FAST FOOD INDUSTRY

DETERMINANTS OF CUSTOMER SATISFACTION IN FAST FOOD INDUSTRY DETERMINANTS OF CUSTOMER SATISFACTION IN FAST FOOD INDUSTRY Shahzad Khan, Lecturer City University of Science & I-T, Peshawar Pakistan Syed Majid Hussain, BBA (Hons) student, City University of Science

More information

Evaluating the Relationship between Service Quality and Customer Satisfaction in the Australian Car Insurance Industry

Evaluating the Relationship between Service Quality and Customer Satisfaction in the Australian Car Insurance Industry 2012 International Conference on Economics, Business Innovation IPEDR vol.38 (2012) (2012) IACSIT Press, Singapore Evaluating the Relationship between Service Quality and Customer Satisfaction in the Australian

More information

MODELING ELECTRONIC WORD OF MOUTH AND COMPLAINT BEHAVIOR FOR ELECTRONIC CRM SYSTEMS

MODELING ELECTRONIC WORD OF MOUTH AND COMPLAINT BEHAVIOR FOR ELECTRONIC CRM SYSTEMS MODELING ELECTRONIC WORD OF MOUTH AND COMPLAINT BEHAVIOR FOR ELECTRONIC CRM SYSTEMS Charles V. Trappey, National Chiao Tung University, Taiwan trappey@faculty.nctu.edu.tw Conna Yang, National Chiao Tung

More information

Web as New Advertising Media among the Net Generation: A Study on University Students in Malaysia

Web as New Advertising Media among the Net Generation: A Study on University Students in Malaysia Web as New Advertising Media among the Net Generation: A Study on University Students in Malaysia Arasu Raman* and Viswanathan Annamalai** Globalization drives a number of opportunities for small to medium

More information

How to Get More Value from Your Survey Data

How to Get More Value from Your Survey Data Technical report How to Get More Value from Your Survey Data Discover four advanced analysis techniques that make survey research more effective Table of contents Introduction..............................................................2

More information

Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan)

Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan) Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan) Dr. Tauseef Ahmad Jai Narain Vays University Department of accounting Dr. Omar A.A. Jawabreh Department of Tourism and Hotels

More information

An Empirical Study on the Influence of Perceived Credibility of Online Consumer Reviews

An Empirical Study on the Influence of Perceived Credibility of Online Consumer Reviews An Empirical Study on the Influence of Perceived Credibility of Online Consumer Reviews GUO Guoqing 1, CHEN Kai 2, HE Fei 3 1. School of Business, Renmin University of China, 100872 2. School of Economics

More information

Effectiveness of Customer Relationship Management Programs

Effectiveness of Customer Relationship Management Programs Evgeni Stanimirov * Summary: Customer relationship management (CRM) has been among the most widely debated topics in the field of marketing during the last decade. Regardless of the significant interest

More information

SERVICE QUALITY DIMENSION COMPARISON BETWEEN PUBLIC AND PRIVATE LIFE INSURANCE COMPANIES

SERVICE QUALITY DIMENSION COMPARISON BETWEEN PUBLIC AND PRIVATE LIFE INSURANCE COMPANIES MADRAS UNIVERSITY JOURNAL OF BUSINESS AND FINANCE ISSN: 2320-5857 Refereed, Peer-reviewed and Bi-annual Journal from the Department of Commerce Vol. 2 No. 1 January 2014 Pp. 63-68 www.journal.unom.ac.in

More information

How To Compare The Difference Between A Credit Card And Octopus Mobile Payment In Hong Kong

How To Compare The Difference Between A Credit Card And Octopus Mobile Payment In Hong Kong Dr Ludwig Chang, FDS Comparison of Consumers behavioral intention towards Credit Card Mobile Payment and Octopus Mobile Payment in Hong Kong BY Lo Ka Foon 12001082 Information Systems and e-business Management

More information

A Study On Indian Consumers Attitude Towards SMS Advertising Through Mobile Phones

A Study On Indian Consumers Attitude Towards SMS Advertising Through Mobile Phones 38 Opinion-Volume 1, No. 1, December 2011 A Study On Indian Consumers Attitude Towards SMS Advertising Through Mobile Phones Abstract Ravindra Reddy. T* Dr. Rajyalakshmi N** The rapid increase in the usage

More information

Service Quality Value Alignment through Internal Customer Orientation in Financial Services An Exploratory Study in Indian Banks

Service Quality Value Alignment through Internal Customer Orientation in Financial Services An Exploratory Study in Indian Banks Service Quality Value Alignment through Internal Customer Orientation in Financial Services An Exploratory Study in Indian Banks Prof. Tapan K.Panda* Introduction A high level of external customer satisfaction

More information

CONSUMERS' BUYING BEHAVIOR TOWARDS GREEN PRODUCTS: AN EXPLORATORY STUDY

CONSUMERS' BUYING BEHAVIOR TOWARDS GREEN PRODUCTS: AN EXPLORATORY STUDY Int. J. Mgmt Res. & Bus. Strat. 2014 Collins Marfo Agyeman, 2014 ISSN 2319-345X www.ijmrbs.com Vol. 3, No. 1, January 2014 2014 IJMRBS. All Rights Reserved CONSUMERS' BUYING BEHAVIOR TOWARDS GREEN PRODUCTS:

More information

Study of Determinants of e-crm in Influencing Consumer Satisfaction in B2C Websites

Study of Determinants of e-crm in Influencing Consumer Satisfaction in B2C Websites 444 Study of Determinants of e-crm in Influencing Consumer Satisfaction in B2C Rui Liu, Weijun Wang Department of Information Management, HuaZhong Normal University, Wuhan 430079, China liuruiccnu@hotmail.com

More information

Attaining Customer Loyalty! The Role of Consumer Attitude and Consumer Behavior

Attaining Customer Loyalty! The Role of Consumer Attitude and Consumer Behavior Attaining Customer Loyalty! The Role of Consumer Attitude and Consumer Behavior MOHAMMAD MAJID MEHMOOD BAGRAM Assistant Professor Allama Iqbal Open University, Islamabad Pakistan Email: bagram@hotmail.com

More information

Measuring service quality in city restaurant settings using DINESERV scale

Measuring service quality in city restaurant settings using DINESERV scale Measuring service quality in city restaurant settings using DINESERV scale SUZANA MARKOVIC Faculty of Tourism and Hospitality Management in Opatija University of Rijeka Primorska 42, pp. 97, 51415 Opatija

More information

Internet Service Providers In Thailand: Evaluation of Determinants Affecting Customer Loyalty

Internet Service Providers In Thailand: Evaluation of Determinants Affecting Customer Loyalty Internet Service Providers In Thailand: Evaluation of Determinants Affecting Customer Loyalty By Student 2 A dissertation submitted for the Masters in Business Administration The Business School University

More information

The Effect of Perceived Value on Customer Loyalty in a Low-Priced Cosmetic Brand of South Korea: The Moderating Effect of Gender

The Effect of Perceived Value on Customer Loyalty in a Low-Priced Cosmetic Brand of South Korea: The Moderating Effect of Gender , pp.40-44 http://dx.doi.org/10.14257/astl.2015.114.08 The Effect of Perceived Value on Customer Loyalty in a Low-Priced Cosmetic Brand of South Korea: The Moderating Effect of Gender Ki-Han Chung 1, Ji-Eun

More information

Developing and Validating Customer Relationship Management (CRM) Practices Construct

Developing and Validating Customer Relationship Management (CRM) Practices Construct International Journal of Business and Behavioral Sciences Vol., No.; January 0 Developing and Validating Customer Relationship Management (CRM) Practices Construct Zuliana Zulkifli, *Izah Mohd Tahir Faculty

More information

Conducting an effective Customer Satisfaction Program - Your guide to feedback management ... Vivek Bhaskaran CEO and Co-Founder, Survey Analytics

Conducting an effective Customer Satisfaction Program - Your guide to feedback management ... Vivek Bhaskaran CEO and Co-Founder, Survey Analytics Conducting an effective Customer Satisfaction Program... Vivek Bhaskaran CEO and Co-Founder, Survey Analytics th Survey Analytics LLC 24206 SE 36 PL Issaquah WA 98029 206-686-7070 Businesses today realize

More information

Assessing CRM indicators effects on creating brand image at health care services

Assessing CRM indicators effects on creating brand image at health care services Available online at www.behaviorsciences.com Reef Resources Assessment and Management Technical Paper ISSN: 16077393 RRAMT 2013 Vol. 38(2), 2013, 5 Assessing CRM indicators effects on creating brand image

More information

Examining antecedents of satisfaction for marketing/management students in higher education

Examining antecedents of satisfaction for marketing/management students in higher education Examining antecedents of satisfaction for marketing/management students in higher education ABSTRACT Monica B. Fine Coastal Carolina University Paul W. Clark Coastal Carolina University Marketing and management

More information

IJMT Volume 2, Issue 9 ISSN: 2249-1058

IJMT Volume 2, Issue 9 ISSN: 2249-1058 Business Profitability Through Customer Loyality and Satisfaction in India with Special Reference to Dehradun (Uttarakhand) Vikas Agarwal* Ajay Chaurasia** Prateek Negi** Abstract This research paper s

More information

Sport Celebrity Influence on Young Adult Consumers. Keywords: Advertising, Execution, Strategy, Celebrity

Sport Celebrity Influence on Young Adult Consumers. Keywords: Advertising, Execution, Strategy, Celebrity Page 1 of 9 ANZMAC 2009 Sport Celebrity Influence on Young Adult Consumers Steve Dix, Curtin University of Technology Email: Steve.Dix@cbs.curtin.edu.au The paper investigates how sports celebrities can

More information

The Importance of Trust in Relationship Marketing and the Impact of Self Service Technologies

The Importance of Trust in Relationship Marketing and the Impact of Self Service Technologies The Importance of Trust in Relationship Marketing and the Impact of Self Service Technologies Raechel Johns, University of Canberra Bruce Perrott, University of Technology, Sydney Abstract Technology has

More information

Potentiality of Online Sales and Customer Relationships

Potentiality of Online Sales and Customer Relationships Potentiality of Online Sales and Customer Relationships P. Raja, R. Arasu, and Mujeebur Salahudeen Abstract Today Internet is not only a networking media, but also as a means of transaction for consumers

More information

A STUDY ON CONSUMER BEHAVIOUR TOWARDS ONLINE SHOPPING IN COIMBATORE DISTRICT

A STUDY ON CONSUMER BEHAVIOUR TOWARDS ONLINE SHOPPING IN COIMBATORE DISTRICT IMPACT: International Journal of Research in Business Management (IMPACT: IJRBM) ISSN(E): 2321-886X; ISSN(P): 2347-4572 Vol. 3, Issue 7, Jul 2015, 51-62 Impact Journals A STUDY ON CONSUMER BEHAVIOUR TOWARDS

More information

Consumers attitude towards online shopping: Factors influencing employees of crazy domains to shop online

Consumers attitude towards online shopping: Factors influencing employees of crazy domains to shop online Journal of Management and Marketing Research Consumers attitude towards online shopping: Factors influencing employees of crazy domains to shop online ABSTRACT Saad Akbar Bangkok University, Thailand Paul

More information

Relationship between Website Attributes and Customer Satisfaction: A Study of E-Commerce Systems in Karachi

Relationship between Website Attributes and Customer Satisfaction: A Study of E-Commerce Systems in Karachi 1 Relationship between Website Attributes and Customer Satisfaction: A Study of E-Commerce Systems in Karachi Aum-e-Hani 1 and Faisal K. Qureshi 2 This study investigates the important attributes of online

More information

٠٣/٢٧/١۴٣٣ In The Name Of God ١

٠٣/٢٧/١۴٣٣ In The Name Of God ١ In The Name Of God ١ Outline 1. Introduction 6. Research Methodology 2. Literature Review 7. Results 3.Research Problem 8. Conclusion 4. Research Purpose 9. Future Of E-CRM In Iran 5. Research Hypotheses

More information

ANALYSIS OF USER ACCEPTANCE OF A NETWORK MONITORING SYSTEM WITH A FOCUS ON ICT TEACHERS

ANALYSIS OF USER ACCEPTANCE OF A NETWORK MONITORING SYSTEM WITH A FOCUS ON ICT TEACHERS ANALYSIS OF USER ACCEPTANCE OF A NETWORK MONITORING SYSTEM WITH A FOCUS ON ICT TEACHERS Siti Rahayu Abdul Aziz 1, Mohamad Ibrahim 2, and Suhaimi Sauti 3 1 Universiti Teknologi MARA, Malaysia, rahayu@fskm.uitm.edu.my

More information

Enhancing Customer Relationships in the Foodservice Industry

Enhancing Customer Relationships in the Foodservice Industry DOI: 10.7763/IPEDR. 2013. V67. 9 Enhancing Customer Relationships in the Foodservice Industry Firdaus Abdullah and Agnes Kanyan Faculty of Business Management, Universiti Teknologi MARA Abstract. Intensification

More information

THE INFLUENCE OF MARKETING INTELLIGENCE ON PERFORMANCES OF ROMANIAN RETAILERS. Adrian MICU 1 Angela-Eliza MICU 2 Nicoleta CRISTACHE 3 Edit LUKACS 4

THE INFLUENCE OF MARKETING INTELLIGENCE ON PERFORMANCES OF ROMANIAN RETAILERS. Adrian MICU 1 Angela-Eliza MICU 2 Nicoleta CRISTACHE 3 Edit LUKACS 4 THE INFLUENCE OF MARKETING INTELLIGENCE ON PERFORMANCES OF ROMANIAN RETAILERS Adrian MICU 1 Angela-Eliza MICU 2 Nicoleta CRISTACHE 3 Edit LUKACS 4 ABSTRACT The paper was dedicated to the assessment of

More information

The Relationship between Service Quality and Perceived Value with Customer Loyalty and Aerobic Fitness Clubs in Tabriz

The Relationship between Service Quality and Perceived Value with Customer Loyalty and Aerobic Fitness Clubs in Tabriz 2015; 1(6): 69-73 P-ISSN: 2394-1685 E-ISSN: 2394-1693 Impact Factor (ISRA): 4.69 IJPESH 2015; 1(6): 69-73 2015 IJPESH www.kheljournal.com Received: 07-05-2015 Accepted: 09-06-2015 Mohammad Rahim Najafzadeh

More information

Influence of Demographic Factors on Customers Perceptions towards CRM Practices among Banks

Influence of Demographic Factors on Customers Perceptions towards CRM Practices among Banks Influence of Demographic Factors on Customers Perceptions towards CRM Practices among Banks Zuliana Zulkifli, *Izah Mohd Tahir Faculty of Business Management and Accountancy, University Sultan Zainal Abidin,

More information

Barriers & Incentives to Obtaining a Bachelor of Science Degree in Nursing

Barriers & Incentives to Obtaining a Bachelor of Science Degree in Nursing Southern Adventist Univeristy KnowledgeExchange@Southern Graduate Research Projects Nursing 4-2011 Barriers & Incentives to Obtaining a Bachelor of Science Degree in Nursing Tiffany Boring Brianna Burnette

More information

Building Customer Loyalty among SMEs in Uganda: The Role of Customer Satisfaction, Trust, and Commitment

Building Customer Loyalty among SMEs in Uganda: The Role of Customer Satisfaction, Trust, and Commitment Working Paper No. 2014/06 Building Customer Loyalty among SMEs in Uganda: The Role of Customer Satisfaction, Trust, and Commitment Dr. Terry Najja Kakeeto-Aelen ¹ Prof. Jan C van Dalen ², Prof. H. Jaap

More information

The effect of demographic characteristics of passengers on relationship quality in airline industry

The effect of demographic characteristics of passengers on relationship quality in airline industry The effect of demographic characteristics of passengers on relationship quality in airline industry Akram Hadizadeh Moghadam Associate professor, Faculty of Management and Accounting, Shahid Beheshti University

More information

The gap between e-learning managers and users on satisfaction of e-learning in the accounting industry

The gap between e-learning managers and users on satisfaction of e-learning in the accounting industry ABSTRACT The gap between e-learning managers and users on satisfaction of e-learning in the accounting industry Kai Wen Cheng National Kaohsiung University of Hospitality and Tourism This paper conducted

More information

SWITCHING TENDENCIES OF CONSUMERS OF MOBILE PHONE SERVICES IN MADURAI DISTRICT

SWITCHING TENDENCIES OF CONSUMERS OF MOBILE PHONE SERVICES IN MADURAI DISTRICT SWITCHING TENDENCIES OF CONSUMERS OF MOBILE PHONE SERVICES IN MADURAI DISTRICT Abstract Dr. A. Shabinullah khan 1 Dr. A. Abbas manthiri 2 India as Asia s third largest economy, is adding at least one million

More information

Using Choice-Based Market Segmentation to Improve Your Marketing Strategy

Using Choice-Based Market Segmentation to Improve Your Marketing Strategy Using Choice-Based Market Segmentation to Improve Your Marketing Strategy Dr. Bruce Isaacson, President of MMR Strategy Group Dominique Romanowski, Vice President of MMR Strategy Group 16501 Ventura Boulevard,

More information

CUSTOMER EXPECTATIONS AND PERCEPTIONS OF SERVICE QUALITY OF MOBILE PHONE SERVICE PROVIDERS IN KERALA - A GAP ANALYSIS

CUSTOMER EXPECTATIONS AND PERCEPTIONS OF SERVICE QUALITY OF MOBILE PHONE SERVICE PROVIDERS IN KERALA - A GAP ANALYSIS INTERNATIONAL JOURNAL OF MANAGEMENT (IJM) International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976-6510(Online), ISSN 0976-6502 (Print) ISSN 0976-6510 (Online) Volume 6, Issue 3, March

More information

Effects of Relationship Marketing (RM) on Customer Loyalty (Case Study: Mehr Bank, Kermanshah Province, Iran).

Effects of Relationship Marketing (RM) on Customer Loyalty (Case Study: Mehr Bank, Kermanshah Province, Iran). Effects of Relationship Marketing (RM) on Customer Loyalty (Case Study: Mehr Bank, Kermanshah Province, Iran). Peyman Jesri MA in MBA in Islamic Azad University, Sanandaj, Iran Freyedon Ahmadi Departement

More information

Evaluating the Factors Affecting on Intension to Use of E-Recruitment

Evaluating the Factors Affecting on Intension to Use of E-Recruitment American Journal of Information Science and Computer Engineering Vol., No. 5, 205, pp. 324-33 http://www.aiscience.org/journal/ajisce Evaluating the Factors Affecting on Intension to Use of E-Recruitment

More information

The Usage of Social Network as a Marketing Tool: Malaysian Muslim Consumers Perspective

The Usage of Social Network as a Marketing Tool: Malaysian Muslim Consumers Perspective The Usage of Social Network as a Marketing Tool: Malaysian Muslim Consumers Perspective Abdullah Sarwar Department of Business Administration, International Islamic University Malaysia Ahasanul Haque Department

More information

CHAPTER 5: CONSUMERS ATTITUDE TOWARDS ONLINE MARKETING OF INDIAN RAILWAYS

CHAPTER 5: CONSUMERS ATTITUDE TOWARDS ONLINE MARKETING OF INDIAN RAILWAYS CHAPTER 5: CONSUMERS ATTITUDE TOWARDS ONLINE MARKETING OF INDIAN RAILWAYS 5.1 Introduction This chapter presents the findings of research objectives dealing, with consumers attitude towards online marketing

More information

JOURNAL OF INTERNATIONAL ACADEMIC RESEARCH FOR MULTIDISCIPLINARY Impact Factor 1.393, ISSN: 2320-5083, Volume 2, Issue 6, July 2014

JOURNAL OF INTERNATIONAL ACADEMIC RESEARCH FOR MULTIDISCIPLINARY Impact Factor 1.393, ISSN: 2320-5083, Volume 2, Issue 6, July 2014 FEATURES DETERMINING THE SUCCESS OF E-CRM AN EMPIRICAL INVESTIGATION IN BANKS DR.S.KAVITHA* *Professor & Head/MBA, Vivekanandha Institute of Information & Management Studies, Tiruchengode, Namakkal, Tamilnadu,

More information

Title of paper: ROLE OF SOCIAL MEDIA MARKETING IN AUTOMOBILE SECTOR

Title of paper: ROLE OF SOCIAL MEDIA MARKETING IN AUTOMOBILE SECTOR Title of paper: ROLE OF SOCIAL MEDIA MARKETING IN AUTOMOBILE SECTOR Authors: 1. Prof. Priyanka Shah Asst. Prof. Shri Chimanbhai Patel Institute of Management & Research 2. Prof. Anu Gupta Asst. Prof. Shri

More information

Better connections: What makes Australians stay with or switch providers? March 2015

Better connections: What makes Australians stay with or switch providers? March 2015 Better connections: What makes Australians stay with or switch providers? March 2015 Contents p2 Methodology p3 Audience segments p4 Executive summary p6 Which companies do Australians commonly interact

More information

Study on the Nursing Practice Programs of the Nurses in Small to Medium Sized Hospitals

Study on the Nursing Practice Programs of the Nurses in Small to Medium Sized Hospitals , pp.259-266 http://dx.doi.org/10.14257/ijbsbt.2015.7.5.24 Study on the Nursing Practice Programs of the Nurses in Small to Medium Sized Hospitals Myoung-Jin Chung 1 and Bong-Sil Choi 2 1 Department of

More information

Technological Acceptance and Consumer's Behavior on Buying Online Insurance

Technological Acceptance and Consumer's Behavior on Buying Online Insurance International Conference on ebusiness, ecommerce, emanagement, elearning and egovernance [IC5E] 112 International Conference on ebusiness, ecommerce, emanagement, elearning and egovernance 2015 [IC5E 2015]

More information

FACTORS AFFECTING CUSTOMERS BUYING DECISIONS OF MOBILE PHONE: A STUDY ON KHULNA CITY, BANGLADESH

FACTORS AFFECTING CUSTOMERS BUYING DECISIONS OF MOBILE PHONE: A STUDY ON KHULNA CITY, BANGLADESH FACTORS AFFECTING CUSTOMERS BUYING DECISIONS OF MOBILE PHONE: A STUDY ON KHULNA CITY, BANGLADESH Md Reaz Uddin 1 Nusrat Zahan Lopa 2 and Md. Oheduzzaman 3 1 Assistant Professor, Business Administration

More information

Measurement of E-service Quality in University Website

Measurement of E-service Quality in University Website Measurement of E-service Quality in University Website 1 Sayyed Aliakbar Ahmadi 2 Naser Barkhordar 3 Amirhossein Moradi Firoozabadi 4 Asadollah Dolatkhah 1 Associate Professor, Department of Management

More information

What motivates contact centre employees? Publication Article May 2011

What motivates contact centre employees? Publication Article May 2011 What motivates contact centre employees? Publication Article May 2011 What motivates contact centre employees? Publication Article May 2011 Contact information: Author: Ellen Litjens ellen@markteffect.nl

More information

Relationship Marketing Tactics and Customer Loyalty-A Case of the Mobile Telecommunication Industry in Ghana

Relationship Marketing Tactics and Customer Loyalty-A Case of the Mobile Telecommunication Industry in Ghana Asian Journal of Business Management 5(1): 77-92, 2013 ISSN: 2041-8744; E-ISSN: 2041-8752 Maxwell Scientific Organization, 2013 Submitted: May 04, 2012 Accepted: July 02, 2012 Published: 15 January, 2013

More information

EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER SATISFACTION AND LOYALTY

EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER SATISFACTION AND LOYALTY INTERNATIONAL JOURNAL OF MANAGEMENT (IJM) International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976-6510(Online), ISSN 0976-6502 (Print) ISSN 0976-6510 (Online) Volume 6, Issue 5, May

More information

APPLYING HIERCARCHIAL SERVICE QUALITY MODEL IN MEASURING MOBILE PHONE SERVICE QUALITY IN ALGERIA

APPLYING HIERCARCHIAL SERVICE QUALITY MODEL IN MEASURING MOBILE PHONE SERVICE QUALITY IN ALGERIA APPLYING HIERCARCHIAL SERVICE QUALITY MODEL IN MEASURING MOBILE PHONE SERVICE QUALITY IN ALGERIA Mr Ameur Bensalem 1, Dr Rahima Houalef 2 1. University Assistant Lecturer, The University of Bechar, Bechar,

More information

Factors Affecting Customer s Perception of Service Quality: Comparing Differences among Countries - Case study: Beauty salons in Bandung and Tokyo

Factors Affecting Customer s Perception of Service Quality: Comparing Differences among Countries - Case study: Beauty salons in Bandung and Tokyo www.sbm.itb.ac.id/ajtm The Asian Journal of Technology Management Vol. 3 No. 2 (2010) 62-68 Factors Affecting Customer s Perception of Service Quality: Comparing Differences among Countries - Case study:

More information

in nigerian companies.

in nigerian companies. Information Management 167 in nigerian companies. Idris, Adekunle. A. Abstract: Keywords: Relationship Marketing, Customer loyalty, Customer Service, Relationship Marketing Strategy and Nigeria. Introduction

More information

The Moderating Effect of Switching Costs on the Customer Satisfaction-retention Link: Retail Internet Banking Service in Hong Kong

The Moderating Effect of Switching Costs on the Customer Satisfaction-retention Link: Retail Internet Banking Service in Hong Kong Innovation and knowledge Management in Twin Track Economies: Challenges & Solutions 1773 The Moderating Effect of Switching Costs on the Satisfaction-retention Link: Retail Internet Banking Service in

More information

ABSTRACT JEL: M31. KEYWORDS: Customer loyalty, marketing strategy, perceived value, relationship quality INTRODUCTION

ABSTRACT JEL: M31. KEYWORDS: Customer loyalty, marketing strategy, perceived value, relationship quality INTRODUCTION CUSTOMER LOYALTY: INFLUENCES ON THREE TYPES OF RETAIL STORES SHOPPERS Mei-Lien Li, Lynn University Robert D. Green, Lynn University Farideh A. Farazmand, Lynn University Erika Grodzki, Lynn University

More information

Deploying a CRM system in practice Understanding the user experience Received (in revised form): 5th February, 2007

Deploying a CRM system in practice Understanding the user experience Received (in revised form): 5th February, 2007 Deploying a CRM system in practice Understanding the user experience Received (in revised form): 5th February, 2007 Yuksel Ekinci is one of the leading international academics in service quality and customer

More information

Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan

Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan International Journal of Business and Social Science Vol. 2 No. 16; September 2011 Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan

More information

International Journal of Business and Social Science Vol. 3 No. 2 [Special Issue January 2012]

International Journal of Business and Social Science Vol. 3 No. 2 [Special Issue January 2012] International Journal of Business and Social Science Vol. 3 No. 2 [Special Issue January 2012] THE IMPACT OF CUSTOMER RELATIONSHIP MARKETING ON COSTUMERS' IMAGE FOR JORDANIAN FIVE STAR HOTELS Abstract

More information

EFFECT OF MARKETING MIX ON CUSTOMER SATISFACTION

EFFECT OF MARKETING MIX ON CUSTOMER SATISFACTION EFFECT OF MARKETING MIX ON CUSTOMER SATISFACTION Niharika Assistant Professor, Department of Commerce, Govt. College, Hisar, Haryana, (India) ABSTRACT The one of the essential factor for the success of

More information

CUSTOMER RELATIONSHIP MANAGEMENT IN B2B MARKET

CUSTOMER RELATIONSHIP MANAGEMENT IN B2B MARKET CUSTOMER RELATIONSHIP MANAGEMENT IN B2B MARKET Dr. Amit Kumar Assistant Professor, Department Of Commerce, Sunbeam College For Women, Varanasi (U.P.) dramitsunbeam@gmail.com Abstract The modern environment

More information

Effect of Job Autonomy Upon Organizational Commitment of Employees at Different Hierarchical Level

Effect of Job Autonomy Upon Organizational Commitment of Employees at Different Hierarchical Level psyct.psychopen.eu 2193-7281 Research Articles Effect of Job Autonomy Upon Organizational Commitment of Employees at Different Hierarchical Level Shalini Sisodia* a, Ira Das a [a] Department of Psychology,

More information

The Moderating Effect of Switching Costs on the Customer Satisfaction-retention Link: Retail Internet Banking Service in Hong Kong

The Moderating Effect of Switching Costs on the Customer Satisfaction-retention Link: Retail Internet Banking Service in Hong Kong 20 The Moderating Effect of Switching Costs on the Satisfaction-retention The Moderating Effect of Switching Costs on the Satisfaction-retention Chi-Bo Wong, Hong Kong Shue Yan University, Hong Kong, cbwong@hksyu.edu

More information

MANAGING THE RELATIONSHIP: DOES TRUST LEAD TO COOPERATION? Jane Roberts and Bill Merrilees Griffith University

MANAGING THE RELATIONSHIP: DOES TRUST LEAD TO COOPERATION? Jane Roberts and Bill Merrilees Griffith University MANAGING THE RELATIONSHIP: DOES TRUST LEAD TO COOPERATION? Jane Roberts and Bill Merrilees Griffith University Track: Market Orientation and Relationship Marketing ABSTRACT This paper examines the relationship

More information

THE ROCHESTER INSTITUTE OF TECHNOLOGY DEPARTMENT OF COMMUNICATION. Brand Loyalty: College Student Loyalty to Brands with Social Media Outlets

THE ROCHESTER INSTITUTE OF TECHNOLOGY DEPARTMENT OF COMMUNICATION. Brand Loyalty: College Student Loyalty to Brands with Social Media Outlets THE ROCHESTER INSTITUTE OF TECHNOLOGY DEPARTMENT OF COMMUNICATION Brand Loyalty: College Student Loyalty to Brands with Social Media Outlets By Lisa Lucibello A Paper submitted In partial fulfillment of

More information

Chapter 8 Customer Relationship Management Benefits of CRM Helps in improving customer retention and loyalty Helps in generating high customer

Chapter 8 Customer Relationship Management Benefits of CRM Helps in improving customer retention and loyalty Helps in generating high customer Chapter 8 Customer Relationship Management Benefits of CRM Helps in improving customer retention and loyalty Helps in generating high customer profitability through a steady flow of customer purchases

More information

Investigation the Effect of Customer value on performance of Customer Relationship Management (Case Study: Parsian E-Commerce Company)

Investigation the Effect of Customer value on performance of Customer Relationship Management (Case Study: Parsian E-Commerce Company) Investigation the Effect of Customer value on performance of Customer Relationship Management (Case Study: Parsian E-Commerce Company) Seyyed Mohammad Nopasand Asil 1, Mostafa Ebrahimpour 2, Zahra Saberdel

More information

Effective customer relationship management of health care: a study of hospitals in Thailand

Effective customer relationship management of health care: a study of hospitals in Thailand Effective customer relationship management of health care: a study of hospitals in Thailand Bunthuwun Laohasirichaikul Siam University Sirion Chaipoopirutana Assumption University Howard Combs San Jose

More information

Kittipat Laisasikorn Thammasat Business School. Nopadol Rompho Thammasat Business School

Kittipat Laisasikorn Thammasat Business School. Nopadol Rompho Thammasat Business School A Study of the Relationship Between a Successful Enterprise Risk Management System, a Performance Measurement System and the Financial Performance of Thai Listed Companies Kittipat Laisasikorn Thammasat

More information

CHAPTER 5 COMPARISON OF DIFFERENT TYPE OF ONLINE ADVERTSIEMENTS. Table: 8 Perceived Usefulness of Different Advertisement Types

CHAPTER 5 COMPARISON OF DIFFERENT TYPE OF ONLINE ADVERTSIEMENTS. Table: 8 Perceived Usefulness of Different Advertisement Types CHAPTER 5 COMPARISON OF DIFFERENT TYPE OF ONLINE ADVERTSIEMENTS 5.1 Descriptive Analysis- Part 3 of Questionnaire Table 8 shows the descriptive statistics of Perceived Usefulness of Banner Ads. The results

More information