The Impact of CRM on Customer Satisfaction and Customer Loyalty: Mediation Effect of Customer Perceived Value (Evidence from Hospitality Industry)

Sheikh, Samia El; Halim, Yasser Tawfik; Hamdy, H. I.; Hamdy, Mohamed Adel

doi:10.21608/acj.2020.121770

Cited by 3 publications

(3 citation statements)

References 43 publications

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“…The relationship between satisfaction and customer loyalty has been investigated by several previous studies. research conducted by past researchers found that there is a positive and significant relationship between customer satisfaction and customer loyalty (Grihani & Kusumadewi, 2021) (Goranda & Nurhayati, 2021) (Sheikh, Hamdy, Halim, & Hamdy, 2020). Referring to previous research, the following research hypotheses are proposed:…”

Section: Literature Reviewmentioning

confidence: 93%

“…This study aims to examine: the impact of CRM implementation on customer satisfaction and loyalty of Government Commercial Banks in East Java; and to test the effect of customer satisfaction on customer loyalty of Bank Mega in Jember branch. CRM has an important role in customer satisfaction as evidenced by several previous studies which found that CRM had a positive and significant effect on customer satisfaction (Grihani & Kusumadewi, 2021) (Gopalsamy & Gokulapadmanaban, 2021) (Goranda & Nurhayati, 2021) (Sheikh, Hamdy, Halim, & Hamdy, 2020) (Kalaiarasi & Mugunthan, 2020). Meanwhile, the existence of CRM is also proven to have an influence on customer loyalty.…”

Section: Literature Reviewmentioning

confidence: 94%

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Implementation Of Customer Relationship Management In Order To Build Customer Satisfaction And Loyalty

Fauziyyah¹,

Khusna

2022

jmi

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This study aims to examine the impact of the implementation of customer relationship management (CRM) on customer satisfaction and loyalty, and the impact of satisfaction on customer loyalty of government commercial banks (BNI, BRI, Bank Mandiri, and BTN) in East Java Province. The research instrument used was a questionnaire. The research covered employees, technology, sales, products, and performance. The population of this study is all depositors of government commercial banks (BNI, BRI, Bank Mandiri, and BTN) in East Java Province. The sampling method uses purposive sampling with a total sample of 120 respondents taken in three locations in three cities in the East Java region, namely: Jember City represents a small town, Malang City represents a medium city, and Surabaya City represents a large city. The allocation of the number of samples for each bank and each city is carried out proportionally. Data analysis models use Structural Equation Modelling (SEM). The analysis shows that CRM has a significant positive effect on customer satisfaction and loyalty, and customer satisfaction has a significant positive effect on customer loyalty. Keywords — customer relationship management, customer satisfaction, customer loyalty

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Section: Literature Reviewmentioning

confidence: 93%

Section: Literature Reviewmentioning

confidence: 94%

Implementation Of Customer Relationship Management In Order To Build Customer Satisfaction And Loyalty

Fauziyyah¹,

Khusna

2022

jmi

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“…Manajemen hubungan pelanggan (CRM) yaitu konsep multidimensi yang terdiri atas perilaku suatu organisasi, keterlibatan secara langsung dengan pelanggan, serta pengetahuan terkait dengan manajemen pada suatu organisasi tertentu, untuk menarik para pelanggan agar mempunyai hubungan baik antara penjual dan pelanggan (Rashid, 2012). Sedangkan menurut Monga & Kaplash (2016), manajemen hubungan pelanggan (CRM) merupakan suatu tindakan yang digunakan untuk melakukan pengelolaan hubungan bisnis dan pelanggan, yang melibatkan kebutuhan pelanggan, serta mengetahui preferensi dan kebiasaan perilaku pembelian pelanggan.…”

Section: (Satisfaction)unclassified

Analisis Faktor-Faktor Yang Mempengaruhi Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Mediasi Pada Restoran Cepat Saji Di Kota Batam

Jeffryanto,

Dini

2022

mea

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Restoran cepat saji merupakan tempat yang menyediakan makanan dengan tingkat popularitas yang cukup tinggi dan banyak mendapatkan perhatian dari masyarakat Kota Batam, sehingga membuat penulis melakukan penelitian dengan tujuan menganalisis faktor yang mempengaruhi loyalitas pelanggan dengan kepuasan pelanggan sebagai mediasi. Sampel pada penelitian ini yaitu masyarakat lokal di Kota Batam yang mengunjungi restoran cepat saji seperti KFC, Mcd, Burger King, Pizza Hut, dan lain-lain yang berjumlah sebanyak 400 responden. Data yang dikumpulkan diperoleh dari penyebaran kuesioner (google form) dengan Partial Least Square (PLS) sebagai metode yang dimanfaatkan untuk mengolah data. Hasil dari penelitian ini yaitu variabel persepsi merek dan kualitas layanan tidak berpengaruh signifikan positif pada variabel kepuasan pelanggan. Sedangkan manajemen hubungan pelanggan dan reputasi berpengaruh signifikan positif pada variabel kepuasan pelanggan, dan variabel kepuasan pelanggan juga berpengaruh signifikan positif pada variabel loyalitas pelanggan.

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Toward a sustained recovery of the lodging sector: a management path to lessen the Corona Variants upshots

et al. 2023

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The lodging industry is an important source of national income being a main ingredient for tourism, also, as it contributes to solving the problem of unemployment. Predominantly, the lodging sector supports the balance of payments. At this place, a reading to “Alpha”; “Beta”; “Gamma”; “Delta”; and “Omicron”—Corona Variants reflects significant implications. On the one hand, there exists a challenge to Egypt’s hotel industry following the pandemic attack; on the other hand, and by considering the case of relaxing the international restrictions, the international tourism is expected to recoup. Egypt has relatively benefited in the first half of 2021 when many Europeans escaped the lower temperature in winter in their homelands opting warm holiday destinations. The primary readings also expect the continuity in this increase. The macro-trend right here considers the shift in favor of a thoroughly managed risk with enhanced pliability, adopting a view of creating value, and increasing trust, while the micro-management considerations signify enhancing the sustainability of the sector performance by means of raising lodging hygienic attributes and approving innovative approaches. Luxury hotel, led by their executives, can significantly contribute and steer this trend mainly for cost tolerance estimates and for the potentiality of cost recovery. This study addresses the ways with which “Alpha”; “Beta”; “Gamma”; “Delta”; and “Omicron” Corona variants necessitate more sustained hotel management practices and helps to establish knowledge and techniques that assist the lodging sector in Egypt. A further goal of this study is to endorse the hotel managers’ impact on counteracting the upshots of Variants’ progressions. The study is multifaceted in “scale” and “scope,” since it is based on an investigation of the effects of large-scale public health emergencies in the lodging sector. A qualitative methodology is set via conducting online and offline surveys to examine how the pandemic affect lodging sector operations, and how far Egypt’s luxury hotel managers tolerate both burdens of managing the emergency and creating sustained plans for recovery. Henceforward, the study constructs a frame for sustained lodging sector recovery. The paper’s scientific value is that it functionalizes a broad inductive method of qualitative research in which a merge of the interpretation of management enabling factors and health enabling trends in the lodging sector and luxury hotel managers’ responses obtained through exploratory qualitative research is utilized to cluster the managers’ responses and thus generalize the information in the setting of a Framework for Health Crisis Management in the lodging sector. The Framework for Health Crisis Management also adds value as it amalgamates a combination of input factors of management and health enablers; a transformation via the change actions; an output of containing the effect of the pandemic through the enhanced managers’ capabilities and hotels’ health hygiene readiness; and an outcome implication of medium-term stabilizing effects that leads to an impact effect of sustained lodging sector recovery. This configures an input, transform (actions), output, outcome, and impact result chain. The study reaches the findings that sustainable recovery in the lodging sector—being sensitive to the uncertainty that the Virus “Variants” create—necessitates the merge between managing the emergency, adopting pliable approaches, alongside with the enhancement of the managers’ (hoteliers) role as a supporting premise.

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The Impact of CRM on Customer Satisfaction and Customer Loyalty: Mediation Effect of Customer Perceived Value (Evidence from Hospitality Industry)

Cited by 3 publications

References 43 publications

Implementation Of Customer Relationship Management In Order To Build Customer Satisfaction And Loyalty

Implementation Of Customer Relationship Management In Order To Build Customer Satisfaction And Loyalty

Analisis Faktor-Faktor Yang Mempengaruhi Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Mediasi Pada Restoran Cepat Saji Di Kota Batam

Toward a sustained recovery of the lodging sector: a management path to lessen the Corona Variants upshots

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