scholarly journals Assessment of Customers’ Relationship Management Practices on Customer Retention and Loyalty of Oromia Credit and Saving Share Company: Bule Hora City Branch

2021 ◽  
Vol 2021 ◽  
pp. 1-9
Author(s):  
Teshita Uke Chikako ◽  
Gemedi Tesfaye Hamu
Keyword(s):  
Management Practices ◽  
Relationship Management ◽  
Customer Retention ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Customer Relationship ◽  
Primary Data ◽  
Microfinance Institutions ◽  
The Status ◽  
Statistical Analysis Method

The main objective of this study was to assess customers’ relationship management practices of Oromia Credit and Saving Share Company, Bule Hora city branch in Bule Hora, Ethiopia. Customer relationship management (CRM) as a strategy has gained tremendous interest among researchers and practitioners in recent times. Thus, this study tried to assess the status and ways CRM has been put in for practice by Oromia Credit and Saving Share Company (OCSSCO). In addition, this study considers different CRM dimensions such as empathy, bonding and satisfaction, and responsiveness. To achieve the objective of the study, primary data were collected through a questionnaire from a sample of 246 Oromia Credit and Saving Share Company customers of Bule Hora city branch, Bule Hora, Ethiopia, by using simple random sampling technique. The data collected through the questionnaire were analyzed using descriptive statistical analysis method and inferential statistics by using SPSS version 20 as a tool of data analysis. The study clearly revealed that the four CRM dimensions are strongly related. Thus, from the perspective of customers as well as management bodies of the Oromia Credit and Saving Share Company, CRM has a significant influence on customer retention and loyalty of the organization. Generally speaking, microfinance institutions are in need of doing a lot of CRM-based customer-focused practices.

Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction

2011 ◽  
pp. 1742-1759
Author(s):  
Su-Fang Lee ◽  
Wen-Jang ("Kenny") Jih ◽  
Shyh-Rong Fang
Keyword(s):  
Customer Relationship Management ◽  
User Satisfaction ◽  
Web Site ◽  
Management Practices ◽  
Customer Orientation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Information ◽  
The Web

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Internet technologies have become an important element of a firm’s CRM program. The company Web site is functioning as the focal point of contact for interacting with existing and prospective customers. An important concern is how the company Web site affects customers’ overall perception of the Web site. Using the concepts of Internet-mediated market orientation in marketing and user satisfaction in information systems, this study formulated and validated a theoretical model to analyze causal relationships between CRM practices, customers’ perception of a Web site’s online customer orientation and online customer Web site satisfaction. Based on the structural equation modeling analysis of the primary data collected in Taiwan, the study found that CRM practices positively impact online customers’ Web site satisfaction through their perception of the Web site’s customer orientation.

Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction

2011 ◽  
pp. 1778-1794
Author(s):  
Su-Fang Lee ◽  
Wen-Jang (Kenny) Jih ◽  
Shyh-Rong Fang
Keyword(s):  
Customer Relationship Management ◽  
User Satisfaction ◽  
Web Site ◽  
Management Practices ◽  
Customer Orientation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Information ◽  
The Web

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Internet technologies have become an important element of a firm’s CRM program. The company Web site is functioning as the focal point of contact for interacting with existing and prospective customers. An important concern is how the company Web site affects customers’ overall perception of the Web site. Using the concepts of Internet-mediated market orientation in marketing and user satisfaction in information systems, this study formulated and validated a theoretical model to analyze causal relationships between CRM practices, customers’ perception of a Web site’s online customer orientation and online customer Web site satisfaction. Based on the structural equation modeling analysis of the primary data collected in Taiwan, the study found that CRM practices positively impact online customers’ Web site satisfaction through their perception of the Web site’s customer orientation.

scholarly journals Improving Performance of Public Universities in Ghana Through Talent Management: Does Leadership Support Matter?

2020 ◽  
pp. 41-68
Author(s):  
Lawrence Yaw Kusi ◽  
Alexander Opoku-Danso ◽  
Ebenezer Afum
Keyword(s):  
Organizational Performance ◽  
Public Universities ◽  
Management Practices ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Talent Management ◽  
Primary Data ◽  
Cape Coast ◽  
Mediating Role ◽  
Leadership Support

Purpose: The study sought to examine the effect of talent management practices on the organizational performance of public universities in Ghana. It then assessed the mediating role of leadership support in that context. Design/methodology/approach: The study adopted an explanatory design. It quantitatively approached the measurement and testing of the proposed hypotheses. Through the drop-and-pick method, primary data were collected with the structured questionnaires. The population included permanent lecturers in the University of Cape Coast, and through simple random sampling technique, 430 lecturers were selected and surveyed. The study recorded a 100% response rate. Reflective structural modeling was applied to testing the hypotheses with the SMART pls application.

scholarly journals PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS NASABAH TABUNGAN PADA BANK NAGARI CABANG AUR KUNING KOTA BUKITTINGGI

Jurnal Ecogen ◽  
2018 ◽  
Vol 1 (4) ◽  
pp. 97
Author(s):  
Winda Octaviani ◽  
Yulhendri Yulhendri ◽  
Rose Rahmidani
Keyword(s):  
Regression Analysis ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Relationship Management ◽  
Secondary Data ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Primary Data ◽  
Analysis Technique

This study aims to know and prove how much influence Customer Relationship Management (CRM) on customer loyalty at Bank Nagari Branch Aur Kuning in Bukittinggi City.This type of research is causative. The population in this study were customers of Bank Nagari Branch Aur Kuning. The samples were taken using Slovin formula with 100 respondents. This sampling technique is based on accidental sampling method. The type of data used in this study is primary data and secondary data. Data analysis technique used multiple regression analysis technique using SPSS version 15.00. The results of this study indicate that: 1) Trust has a positive significant effect on customer loyalty, 2) Commitment has a negative and not significant impact on customer loyalty, 3) Communication has a positive significant effect on customer loyalty. Keywords: Trust, Commitment, Communication and Loyalty

scholarly journals Innovation Capability and Customer Relationship Management in Building Competent Young Entrepreneurs

2017 ◽  
Vol 2 (1) ◽  
pp. 72-75
Author(s):  
Intan Widuri Sakti ◽  
Gallang Perdana Dalimunthe
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Sampling Method ◽  
Relationship Management ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Jel Classification ◽  
Customer Relationship ◽  
Innovation Capability ◽  
Young Entrepreneurs

Objective - The study aims to learn effect ofInnovation Capability and Customer Relationship Management on young entrepreneur's competency. Methodology/Technique - Questionnaire used for the data collection in this study. The sampling method is probability sampling with simple random sampling technique. The population is all the Marketing students' year 2012, and the calculated sampling is 100 respondents Findings - From the analysis and explanation using SEM, it is found that Innovation Capability and CRM have a big influence towards young entrepreneurs. Those variables also stimulate them to sharpen their business intuition. Novelty - The study proves importance of Innovation Capability and CRM on development of entrepreneurs. Type of Paper: Empirical Keywords: Innovation Capability; CRM;Young Entrepreneurs; Structural Equation Modelling; SEM. JEL Classification: L26, O32.

scholarly journals Customer Retention at Republic Bank in Ghana: A Marketing Perspective

2020 ◽  
Vol 3 (4) ◽  
Author(s):  
George Kankam ◽  
Keyword(s):  
Customer Retention ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Customer Relationship ◽  
Retention Factors ◽  
Customer Commitment ◽  
Strong Positive Relationship ◽  
The Republic ◽  
Banking Strategy ◽  
Customer Trust

In today's highly competitive environment, customer retention is an essential aspect of every banking strategy. The study explores the retention factors that affect the choices of consumers to remain with the Republic Bank in Ghana. The correlation research design was used for the study within which the simple random sampling technique was used. Data were obtained through self-administered questionnaires to 480 customers of the bank. Correlation and multiple regression techniques were used to examine the relationships between customer satisfaction, service quality, customer trust, customer commitment and switching barrier factors and customer retention. The findings revealed a strong positive relationship between switching barrier, customer commitment and customer retention. The study therefore, recommended that Management should pay attention to customer commitment by investing more into customer relationship management that can increase customers’ dependency and inhibit switching.

scholarly journals EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT TO CUSTOMER RETENTION MEDIATED BY CUSTOMER SATISFACTION AND CUSTOMER LOYALTY

2021 ◽  
Vol 19 (4) ◽  
pp. 896-904
Author(s):  
Siti Zainut Tifliyah ◽  
◽  
Fatchur Rohman ◽  
Noermijati Noermijati ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
High Mobility ◽  
Customer Retention ◽  
Simple Random Sampling ◽  
Customer Relationship ◽  
Web Based ◽  
Research Criteria

The purpose of this study was to analyze the effect of Customer Relationship Management (CRM) on customer retention mediated by customer satisfaction and customer loyalty on Priority BTN in Malang City. The population of this study is Priority BTN customers in Malang City, and the number of samples obtained is in accordance with the research criteria as many as 100 samples. The approach used in this study is a quantitative approach. The type of research based on the formulation of the problem and the purpose of the study is explanatory. The technique used in this study is probability sampling with a simple random sampling method. The research instrument used was a questionnaire analyzed using SmartPLS 3.0 software. The results showed that CRM has a direct influence on customer retention. In addition, CRM indirectly affects customer retention through mediating variable customer satisfaction and customer loyalty. The next researcher can conduct further research with broader research objects, namely at the BTN Priority bank customers nationally, and can use web-based surveys to shorten the time in researching priority customers because priority customers have high mobility.

scholarly journals An assessment of mandarin (Citrus reticulata Blanco.) orchard management practices in Dailekh, Nepal

2021 ◽  
Vol 6 (3) ◽  
pp. 341-346
Author(s):  
Ansu Adhikari ◽  
Pankaj Raj Dhital ◽  
Sambat Ranabhat ◽  
Shilpa Koirala
Keyword(s):  
Management Practices ◽  
Insect Pests ◽  
Farmyard Manure ◽  
Sampling Technique ◽  
Household Survey ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Medium Size ◽  
Chi Square ◽  
Orchard Management

A study was carried out in Dailekh, Nepal with an objective to assess the mandarin orchard management practices and their level of adoption by mandarin growers of Dullu municipality. All together 60 respondents were selected for the household survey in major citrus-producing wards of Dullu by following the simple random sampling technique. Primary data were collected by administering the pretested questionnaire and; descriptive and inferential statistics were computed using Ms-Excel and SPSS. The result showed that the majority of the respondents were from Brahmin ethnicity (43.3%), middle-age group i.e. 35-49 years (53.3%), and male (70.0%). Furthermore, most of them belonged to medium size family of 5-8 members (60.0%) and were earning most of their income through agriculture (80.0%). The result of the study revealed the variation in the scale of adoption of different management practices. Most of the households had adopted pruning and applied farmyard manure (FYM) while the least of them had adopted mulching and applied chemical fertilizer. Chi-square test revealed that the factors such as age (p=0.042), education level (p=0.007), family size (p=0.029), and training exposure (p=0.001) were significantly associated with the level of adoption of these practices. Incidence of insect-pests and diseases (I=0.88), frequent occurrence of climatic hazards such as hailstorms (I=0.71), and limited irrigation facility (I=0.70) were the major problems of mandarin growing households. It is recommended that improving access to irrigation facilities, use of certified planting material, mulching application and use of appropriate dose of manure and fertilizer must be prioritized in the study area.

scholarly journals Determinants of smallholder farmers’ participation in microfinance markets in Huye district, southern province, Rwanda

2021 ◽  
Vol 21 (07) ◽  
pp. 18319-18329
Author(s):  
Eularie Mutamuliza ◽  
◽  
K Vishwanatha ◽  
SR Mbaraka ◽  
Keyword(s):  
Financial Services ◽  
Smallholder Farmers ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Probit Analysis ◽  
Descriptive Statistics ◽  
Primary Data ◽  
Microfinance Institutions ◽  
Probit Regression ◽  
Southern Province

Microfinance markets play a significant role in enhancing socio-economic development of developing countries. In Rwanda, access to microfinance in financing agriculture is very important for future development. Despite this development, smallholder farmers still have limited access to institutional financial services. This study assessed factors that affect smallholder farmers’ participation in microfinance markets in three sectors of Maraba, Mukura and Ngoma in Huye district in Southern province of Rwanda. Primary data were collected using questionnaires and personal interviews. A total of 300 respondents were selected using a simple random sampling technique from participants and non-participants in microfinance markets. Data collected were analyzed through descriptive statistics and Probit regression model. Results from descriptive statistics revealed that major sources of income were farming and business activities. Findings revealed also that each household had an average of about five members with standard deviation of 1.901 and mean value of household land size of 1.87 ha with standards deviation of 0.758. Findings from Probit analysis revealed that household size, education, total annual income, cooperative membership, and household savings had a positive and significant effect on smallholder farmers’ participation in microfinance markets. Distance from microfinance institutions negatively influenced participation in microfinance markets. Households that were located far from to the microfinance institutions were less likely to participate in microfinance markets compared to those nearer to the institutions. This study recommends microfinance institutions in Rwanda to expand their financial systems to enable smallholder farmers access affordable agricultural finance. Further, there is need for microfinance institutions to create more awareness programs to help smallholder farmers get key information related to microfinance services. This is expected to influence smallholder farmers’ willingness to apply for microcredits for agricultural development. This will in the long-run help the smallholder farmers to adopt new practices and technologies thus increasing their agricultural production.

Customer Relationship Management Practices Adopted by Hospitality Industry in Selected States of North India

2015 ◽  
Vol 10 (1) ◽  
Author(s):  
Aarti Kaushal
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Business Strategy ◽  
Hospitality Industry ◽  
Management Practices ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Relationship ◽  
North India ◽  
Management Application

The use of a Customer Relationship Management application is to create a business strategy is an excellent way to increase customer loyalty and customer retention. By personalizing a customers stay, a hotel can ensure that customers will come back again and again simply by remembering their favorite beverage, pillow or other preferred amenity.

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