A Serial Mediation Model for Investigating the Impact of e-CRM Services on Customer Loyalty in the Indian Healthcare Industry

Singh, Pratyancha; Kumar, Vinod; Kataria, Sonia

doi:10.1080/15332667.2022.2136439

Cited by 4 publications

(3 citation statements)

References 59 publications

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“…In India's healthcare sector, e-CRM services are vital for increasing customer loyalty. Singh et al (2022) revealed that by mediating the relationship between e-CRM deployment and customer loyalty, e-CRM services had a favorable impact on customer loyalty in the Indian healthcare market. This emphasized ow crucial personalized communication, high-quality service, and satisfied customers are in fostering long-term client relationships.…”

Section: Literature Reviewmentioning

confidence: 99%

Role of CRM in Customer Loyalty and Repeat Purchase Intention: An Analytical Study

2023

Journal of Informatics Education and Research

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Acquiring fresh customers has become more difficult than ever in the fiercely competitive business environment of today. Customer relationship management (CRM) is critical for attaining this aim; hence it is imperative for firms to concentrate on keeping their current clients. Businesses use CRM as a technique to control relationships with current and potential clients. It involves the synchronization, automation, and organization of sales, marketing, customer service, and technical support activities through the use of technology.Businesses in India are realizing the value of CRM in fostering customer loyalty and encouraging repeat purchase intention as a result of the rising need for personalized experiences and the fierce competition in nearly every sector.Businesses can develop a deeper understanding of their consumers' wants and preferences and customize their products by putting CRM techniques into practise.Additionally, CRM may strengthen customer connections by delivering personalized services, effectively addressing problems, and improving all aspects of the customer experience. In the end, this may result in greater Customer retention, a greater customer lifetime value, and enhanced corporate profitability. It is clear in this setting that CRM has turned into a vital tool for companies looking to establish a solid and devoted consumer base in India.

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Section: Literature Reviewmentioning

confidence: 99%

Role of CRM in Customer Loyalty and Repeat Purchase Intention: An Analytical Study

2023

Journal of Informatics Education and Research

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“…The healthcare system in a developing country like India is continually changing and improving to fulfil the needs of customers (patients), and nowadays, patients are becoming more health-conscious (Singh et al, 2022;Ferreira et al, 2023). To develop strategies to improve customer satisfaction and generate revenue, health service providers are interested in studying customer attitudes and buying decisions (Suhartanto et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

What determines behavioural intention in health services? A four-stage loyalty model

George,

Sahadevan

2023

RAMJ

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PurposeThis study aims to deal with the paucity of studies in the stages of the development of loyalty behaviour of customers in the healthcare context by incorporating three crucial service quality dimensions (physical environment, personnel quality and technical quality) and also investigating trust and commitment as mediating factors.Design/methodology/approachSurvey data were obtained from 420 respondents admitted to government hospitals in Kerala employing a convenience sampling method. The formulated hypotheses were tested using partial least square structural equation modelling.FindingsResults indicate that patient satisfaction, trust and commitment can create favourable behavioural intentions amongst patients. When patients reveal higher trust, they are more inclined to value healthcare services and willing to commit to a long-term relationship, resulting in increased patient loyalty.Practical implicationsOrganisational efforts should improve trust and commitment and build a good relationship between service providers and patients. Efforts should be taken to raise the standard of technical and personnel aspects, and a focus on physical infrastructure should also be considered to build a favourable behavioural intention to revisit and positive referrals.Originality/valueThis is the first empirical study to analyse technical quality, personnel quality and physical environment along with the mediating effect of trust, and commitment in a four-stage loyalty development model in the healthcare context of Kerala, India.

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What makes consumers buy from the informal rather than formal retail market? A consumption value perspective

Sarker,

Munerah,

Yinyi

et al. 2024

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Purpose This paper aims to understand consumption values buying from informal retail markets (i.e., street vendor retailing). It also explores why consumers prefer daily necessary goods from the informal compared to the formal retail market (such as supermarkets, retail chain outlets and e-commerce). Design/methodology/approach Employing the qualitative research approach, this study collected data from nine respondents in two areas in Malaysia. Data were collected using semi-structured interviews and analysed using the thematic analysis technique. Only representative verbatim codes were presented under five themes of consumption value theory. Findings Consumers are triggered by the convenience, ease, and exclusive products (conditional value), friendly and known relationship with informal sellers, as well as the availability of some particular food items (emotional value) and lower price and freshness of groceries (functional value) while buying from informal compared to formal retail vendor. Research limitations/implications This study provides knowledge implications to the consumption value theory. Functional, emotional, and conditional values are the dominant components of purchase behaviour in informal compared to formal retail channels. Social values are common, whereas epistemic value is more substantial in formal retailing. Practical implications Findings are helpful for informal retail businesses to understand consumers' buying behaviour. Informal retail owners should ensure that commodities are fresh, highly affordable and available in the local communities. Building a friendly relationship with consumers would be a key to the success of this retail sector. Social implications Authorities should support informal sellers to set up mobile retail stores in residential areas. This effort would offer greater convenience to both parties in informal businesses and ensure informal sellers' financial and social well-being. Originality/value Despite the widespread acceptance of buying goods from informal retail vendors, research on consumption value in informal retailing is largely overlooked. Previous research primarily deals with formal market phenomena due to their size and economic contribution. Consequently, current literature lacks an understanding of why consumers prefer to buy from informal retail vendors for their daily groceries when the formal retail channel could fulfil similar needs. Using a qualitative research design, this research uncovers consumers' buying motives from informal compared to formal vendors.

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A Serial Mediation Model for Investigating the Impact of e-CRM Services on Customer Loyalty in the Indian Healthcare Industry

Cited by 4 publications

References 59 publications

Role of CRM in Customer Loyalty and Repeat Purchase Intention: An Analytical Study

Role of CRM in Customer Loyalty and Repeat Purchase Intention: An Analytical Study

What determines behavioural intention in health services? A four-stage loyalty model

What makes consumers buy from the informal rather than formal retail market? A consumption value perspective

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