Influence of eCRM on customer satisfaction and customer loyalty: a study on Bangladesh's fast food industry

Huda, S. S. M. Sadrul; Saha, Sunny; Kabir, Md. Humayun

doi:10.1504/ijecrm.2021.115607

Cited by 4 publications

(3 citation statements)

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“…Previous research suggests that by improving customer satisfaction, it can lead to increased loyalty and positive word-ofmouth, thus enhancing the effectiveness of e-CRM initiatives (De Matos & Rossi, 2008;Taylor & Hunter, 2002). Several studies have shown that the level of customer satisfaction has a strong correlation with the success of e-CRM in different industries (Feinberg et al, 2002;Huda et al, 2021;Kumar et al, 2022;, including banking, retail, and hospitality. Prioritizing customer satisfaction in e-CRM implementation is essential for organizations to improve their overall performance and competitiveness in the market.…”

Section: Customer Satisfaction and E-crmmentioning

confidence: 99%

Electronic Customer Relationship Management Systems in E-Commerce Platforms: Exploring the Antecedents of Technology Acceptance and Customer Satisfaction

Rustandi,

Hindarsah,

Jamaludin

2024

mem

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<p>This paper undertakes a comprehensive analysis of the cutting-edge maneuvers in Electronic Customer Relationship Management e-CRM in an e-commerce context, encompassing four significant categories: e-CRM, cost, technology acceptance, and customer satisfaction. It also evaluates the construct developments in these four categories. To assess the effectiveness and accuracy of the measurement model, the method of Structural Equation Modeling was utilized. Gathered data from 167 e-commerce sellers in Bandung, the results showed that e-CRM performance relied heavily on the ability of infrastructure, ease of use, and e-learning systems. The development and integration of these factors led to a positive effect on the effectiveness of the e-CRM. In addition, the findings underscored that customer expenses had a favorable influence on customer relationship performance. Consequently, this relationship performance led to an enhancement in the overall effectiveness of the e-CRM in e-commerce. A managerial implication for each category is also provided, along with suggestions for future research and directions.</p>

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Section: Customer Satisfaction and E-crmmentioning

confidence: 99%

Electronic Customer Relationship Management Systems in E-Commerce Platforms: Exploring the Antecedents of Technology Acceptance and Customer Satisfaction

Rustandi,

Hindarsah,

Jamaludin

2024

mem

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“…This has proven that the quality may influence loyalty (Carranza et al, 2018). The customer loyalty in fast food is also determined by brand trust, brand image (Singh et al, 2021) and customer satisfaction (Javed et al, 2021;Huda et al, 2021). While the satisfaction is emerged based on convenience and food quality (Lefrid, 2021).…”

Section: Customers' Loyaltymentioning

confidence: 99%

“…, 2021) and customer satisfaction (Javed et al. , 2021; Huda et al ., 2021). While the satisfaction is emerged based on convenience and food quality (Lefrid, 2021).…”

Section: Literature Reviewsmentioning

confidence: 99%

Cultivating loyalty in fast food through marketing cues

Hassan,

Lim,

Rahman

2023

APJML

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PurposeCultivating customer loyalty is extremely crucial for fast-food players to remain competitive in the industry. This research is discovering the path to cultivate customer loyalty through experience that is built based on auditory, gustatory, haptic, olfactory and visual cues.Design/methodology/approachQuantitative research has been conducted by distributing survey questionnaires to customers at selected fast-food restaurants in urban areas. The collected data has been analyzed by descriptive and structural equation modeling analysis.FindingsThe customers' loyalty to fast food can be cultivated through gustatory, haptic and olfactory cues. However, auditory and visual are not functioning as marketing cues to cultivate customer loyalty.Practical implicationsThe fast-food players may emphasize gustatory, haptic and olfactory marketing cues to cultivate customer loyalty. These cues can be shared through experience.Originality/valueThis study has discovered the potential ways to cultivate customer loyalty in dining at fast-food restaurants within the Malaysian market.

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The nexus between CRM and behavioural loyalty in hotel sector: the mediating role of relationship quality (trust and satisfaction)

Karim,

Rabiul,

Tahrin

et al. 2024

GKMC

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Purpose This study aims to examine how hotel customer relationship management (CRM) practices affect tourist behavioural loyalty. This study also investigates the relationship quality (trust and satisfaction) as a mediator between CRM practices and tourist behavioural loyalty in Bangladesh’s hotel sector. Design/methodology/approach Data was collected through a survey using a standardized questionnaire that used a five-point Likert scale. A total of 411 respondents were selected using a convenient sampling method. The data was analysed and interpreted using Smart-PLS. Findings Relationship quality (both trust and satisfaction) partially mediates the relationship between hotel CRM practices and tourist behavioural loyalty in the hospitality industry. Practical implications The Bangladeshi hotel management can use the outcomes of this study to enhance tourist loyalty by implementing and maintaining better CRM features in the hotel. Originality/value The unique contribution to the hotel industry of Bangladesh is the role of relationship quality, which includes trust and customer satisfaction, as a mediator between hotel CRM practices and traveller behavioural loyalty.

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Influence of eCRM on customer satisfaction and customer loyalty: a study on Bangladesh's fast food industry

Cited by 4 publications

References 0 publications

Electronic Customer Relationship Management Systems in E-Commerce Platforms: Exploring the Antecedents of Technology Acceptance and Customer Satisfaction

Electronic Customer Relationship Management Systems in E-Commerce Platforms: Exploring the Antecedents of Technology Acceptance and Customer Satisfaction

Cultivating loyalty in fast food through marketing cues

The nexus between CRM and behavioural loyalty in hotel sector: the mediating role of relationship quality (trust and satisfaction)

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