How CRM Components Impact Customer Loyalty: A Case from Bangladesh Banking Industry

Karim, Rashed Al; Habiba, Wardha

doi:10.31580/jmi.v7i2.1165

Cited by 14 publications

(22 citation statements)

References 59 publications

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“…Further, our results support the third hypothesis (H3) relating CRM and competitive advantage. This result is in the same vein with various studies which claimed that creating and maintaining long-term relationships with customers can create a competitive advantage (Hadi, 2015;Alshura, 2018), which demonstrates that implementing CRM can help firms to better serve their customers and thus be a source of sustainable competitive advantage (Al Karim and Habiba, 2020). Finally, regarding the last hypothesis (H4) relating the mediating role of CRM on the relationship between E-SCM and competitive advantage, it was also supported.…”

Section: Discussionsupporting

confidence: 80%

The mediating role of customer relationship management between e-supply chain management and competitive advantage

Aloqool¹,

Alharafsheh²,

Abdellatif³

et al. 2022

10.5267/j.ijdns

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The purpose of this study is to explore the role of implementing e-supply chain management (E-SCM) on the competitive position of companies and whether implementing customer relationship management (CRM) can affect the relationship between E-SCM and competitive advantage. To achieve this objective, a quantitative approach was utilized. A total of 300 questionnaires were distributed where 243 questionnaires were returned, with 17 incomplete questionnaires being excluded, leaving 226 usable questionnaires. PLS-SEM software was used to analyze the data. The results of this study demonstrate the imperative role of implementing E-SCM and CRM on creating a competitive advantage for firms. It also shows that CRM mediates the relationship between E-SCM and competitive advantage, suggesting that utilizing different technologies can help firms better communicate with their customers and thus better serve them which in turn will enhance customers’ satisfaction and thus boost the competitive position of the firm.

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Section: Discussionsupporting

confidence: 80%

The mediating role of customer relationship management between e-supply chain management and competitive advantage

Aloqool¹,

Alharafsheh²,

Abdellatif³

et al. 2022

10.5267/j.ijdns

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“…CRM system helps in managing their services, data from various sources and technical activities. Al Karim and Habiba (2020) Competitive advantage positively significant with customer orientation and technology capability but negatively significant by customer knowledge. Payne and Frow (2006) Proposed a model which found an essential CRM process and they were strategy development process, performance assessment process, value creation process, information management process and multichannel integration process.…”

Section: Classification By Country-wise (Where the Research Was Done)mentioning

confidence: 98%

Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification

Meena

Sahu

2021

Vision

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This article aims to review the literature on customer relationship management (CRM) research. This review article analyses the trends in CRM research, popular research topics and tools used in studies. This study presents how CRM research developed over 21 years in terms of critical areas, type of studies, sources of papers, the origin of articles (country-wise distribution), type of data used, under-researched areas and popular researched areas. The study provides a broad classification and summarizes the last 21 years of CRM research in an organized way. For this review article, research papers were taken from January 2000 to June 2020, that is, 21 years. A total of 104 papers were selected from different journals and conferences. Findings show that most of the articles were published in the year 2009. A total of 95% of articles were published in journals, and 5% were conference papers—most of the CRM research done in the USA and the United Kingdom. Empirical papers were maximum in number, whereas case studies were least. Primary studies were more than secondary studies. In review papers, the maximum times CRM and electronic customer relationship management (E-CRM) were taken as a basis for reviewing. The further article has classifications within primary studies and review papers. It also presents the most frequently used keywords and variables in literature. The study will be useful for researchers, practitioners and academicians for further CRM research. This study also provides the classification within primary studies based on data collection tools used, sampling technique used, sampling country, industry, statistical tests and methods and software used, also it gives a brief view of keywords and variables used in a total of 104 papers. This article provides the first such review on keywords and variables, thus presenting the classification on a different basis, which none of the published research has presented.

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“…Oleh karena itu, mereka dapat memberikan metode terbaik untuk memprioritaskan permintaan konsumen dengan menyelaraskan tujuan bisnis dengan tujuan konsumen. Hal ini sejalan dengan penelitian (Bhat & Darzi, 2016) selain itu sejalan juga dengan penelitian (Karim & Habiba, 2020) yang memberi pernyataan customer orientation memiliki dampak positive terhadap customer loyalty. Menurut peneliti (Lubis et al, 2020) hipotesis ini juga sejalan.…”

Section: H1 : Customer Knowledge Berpengaruh Positif Terhadap Custome...unclassified

Pengaruh CRM Terhadap Customer Loyalty dengan Customer Trust Sebagai Variabel Mediasi Pada Online Shop

Sari

Kurniawati

2022

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The purpose of the study is to find out the influence of Customer Relationship Management (CRM) components, namely Customer Engagement, Customer Knowledge, Customer Advocacy, Customer Orientation and with Customer Loyalty, besides that this research also wants to look at the influence of Customer Trust mediating the influence of Customer Knowledge with Customer Loyalty in the Online Shop. This research is by the method of purposive samplings and non-probability samplings. The use of the data being tested is a data that comes from 261 questionnaires and that meets the criteria for having shopped through an online shop, the number is 259 respondents. By using the Likert And Amos 23 Scale as a tool to perform testing. The results showed that Customer Advocacy, Customer Engagement and Customer Trust were proven to have an effect on Customer Loyalty. In addition, this study shows the results if Customer Knowledge is proven to have an impact on Customer Trust. The limitations of researchers are only to examine the influence of CRM Online Shop only and this study did not examine on offline shops. So in the next research, it is hoped that it will be able to expand the object of research not only the Online Shop but also research the Offline Shop as well and the mediation variables Customer Trust can be replaced into Customer Satisfaction. The novelty of this study was tested for originality with several previously published studies, namely the Customer Trust variable being a mediation variable, and in this study focused on the Online Shop. Keyword: Customer Relationship Management; Customer Orientation; Loyalt;, Advocacy; Knowledge; Engangement; dan Trust.

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How CRM Components Impact Customer Loyalty: A Case from Bangladesh Banking Industry

Cited by 14 publications

References 59 publications

The mediating role of customer relationship management between e-supply chain management and competitive advantage

The mediating role of customer relationship management between e-supply chain management and competitive advantage

Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification

Pengaruh CRM Terhadap Customer Loyalty dengan Customer Trust Sebagai Variabel Mediasi Pada Online Shop

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