Category Archives: Jurnal Business / Marketing

Kumpulan Jurnal Bidang Pemasaran (marketing)

SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: A TEST OF MEDIATION

International Journal of Business and Management (IJBM)

SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: A TEST OF MEDIATION

Rahim Mosahab, Osman Mahamad, T. Ramayah

Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty

International Journal of Business and Management (IJBM), Vol 6, No 3 (2011)

Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh

Kazi Omar Siddiqi

How Quality, Value, Image, and Satisfaction Create Loyalty

International Journal of Business and Management (IJBM . Vol 6, No 10 (2011)

How Quality, Value, Image, and Satisfaction Create Loyalty at an Iran Telecom

Fazlzadeh Alireza, Khoshmaram Ali, Feyzipour Aram

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The Influence of Customer Knowledge on CRM Performance of Malaysian

International Journal of Business and Management (IJBM)

The Influence of Customer Knowledge on CRM Performance of Malaysian ICT Companies: A Structural Equation Modeling Approach

Hadi Nejatian, Ilham Sentosa, Shishi Kumar Piaralal, Abdul Manaf Bohari

 

Abstract

The business environment is transforming from product-centric to customer-centric. CRM as a customer-oriented business approach is considered as one of the powerful capabilities in organizations which help them to transform themselves to a customer-centric environment. The objective of the studies to configure the constructs of customer knowledge and CRM performance among 201 ICT companies in Malaysia. This study also examines the influence of customer knowledge as exogenous variable on CRM performance as  endogenous
variable as hypothesized. Using structural equation modeling (SEM) analysis method, the results confirmed
knowledge for customer, knowledge from customer and knowledge about customer as constructs of customer knowledge. Financial, customer, internal process and innovation perspective also confirmed as constructs of
CRM performance. The fundamental contribution of this study is determination of the significant interaction effect between customer knowledge and CRM performance constructs in the re-specified model of structural equation modeling (SEM). The utilization of CRM is directly related with increase in customer knowledge, which in turn has positive effect on customer satisfaction. By using knowledge management companies can improve their relationship with their valuable customers to create loyal customers and obtain competitive
advantage.

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A Study of Customer Loyalty Management in Chinese Retail Supermarket

International Journal of Business and Management (IJBM)

A Study of Customer Loyalty Management in Chinese Retail Supermarket

Wen Cheng Wang, Ying Chang Chen, Ying Chien Chu

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Revitalization of Service Quality to Gain Customer Satisfaction and Loyalty

Revitalization of Service Quality to Gain Customer Satisfaction and Loyalty

Sher Akbar, Ahmad Puad Mat Som, Fazli Wadood, Naser Jamil Alzaidiyeen
International Journal of Business and Management (IJBM)

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Weak-Form Efficiency of Foreign Exchange Market in the Organisation

Weak-Form Efficiency of Foreign Exchange Market in the Organisation for Economic Cooperation and Development Countries: Unit Root Test

Juliana Ibrahim, Yasmiza Long, Hartini Ab. Ghani, Safrul Izani Mohd Salleh

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Market Analysis for Mobile Virtual Network Operators

Market Analysis for Mobile Virtual Network Operators (MVNOs): The Case of Turkey

Hande Kimiloglu, Meltem Ozturan, Birgul Kutlu

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The Singularity of Agrarian Cooperatives Management

The Singularity of Agrarian Cooperatives Management: Cooperatives Positioning in the Olive Oil Sector in Spain

Yolanda Montegut, Eduard Cristóbal, Frederic Marimon

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Formal or Substantial Innovation: Enquiring the Internal Control System

Formal or Substantial Innovation: Enquiring the Internal Control System Reform in the Italian Local Government

Elisabetta Reginato, Paola Paglietti, Isabella Fadda

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