Application of Customer Relationship Management (Crm) Dimensions: A Critical ...IJMERJOURNAL
ABSTRACT”: Customer relationship management is crucial due to the competitive environment. For this reason, it has become a widely implemented strategy across the hotel industry in retaining customers and maintaining good relationships with them. It also promotes customer satisfaction and loyalty which lead to the achievement of competitive business performance. However, due to the ever-increasing competition and the continuous changing customers’ needs in the hotel industry, the ability to achieve customer satisfaction is becoming a major challenge. Using 40 respondents from 20 hotels, this paper, therefore, explores the managers’ perspective into how the application of CRM dimensions impact on the performance of hotels and also examines the relationships between them since studies evaluating their relationships are limited. It studies CRM from the hotels’ perceptive as Guest Services Managers and Marketing Managers were the respondents. This study employed an exploratory research design and quantitative technique. The survey was conducted in New Delhi and simple random sampling was the sampling technique used to select respondents. With the study’s objectives in mind, the developed research hypotheses constructed were tested using multiple regression analysis as the statistical tool. Through the results, it has been revealed that CRM dimensions are positively related to the performance of hotels. Finally, CRM dimensions are highly recommended as a competitive strategic tool to enhance competitiveness.
A project report on service quality gap model and quality dimensionsProjects Kart
The document discusses service quality, including defining it, measuring it using models like SERVQUAL, and identifying key dimensions of service quality. It notes that service quality is a perception involving technical and functional aspects, and that measuring it can be complex given intangible nature of services. Five key dimensions of service quality are identified as reliability, responsiveness, assurance, empathy and tangibles. The SERVQUAL instrument is discussed as a way to measure service quality gaps between expectations and perceptions.
This document summarizes a student's presentation on measuring service quality at the Grand Oriental Hotel in Dhaka, Bangladesh using the SERVQUAL model. It includes an overview of the hotel, data collection using SERVQUAL dimensions of reliability, responsiveness, assurance, empathy and tangibles. Analysis showed most respondents were satisfied with the hotel's service. Recommendations include maintaining service quality and fulfilling requirements to increase star rating if desired.
Enhancing Gust’s Loyalty in Luxury Hotel through Hotel’s AmbienceIJERA Editor
Hotel guest loyalty is of the utmost importance given the competitive nature of the lodging sector. The
increasing expansion of hotels into other hospitality and related areas amplifies the continuing importance of
guest loyalty and the need to ensure guests „recurring reservations at a perceived favorite hotel.in the customer
oriented era, relationship with customers in the all of purchasing cycle and its effect on customer satisfaction
and loyalty has become a vital duty for hoteliers . Moreover, the impact of physical environment on consumer
behavior, is particularly apparent for service business such as hotels. Based on the reviewed literature study
about effect of Electronic customer relationship management (e-CRM)on customer loyalty through customer
satisfaction considering moderating effect of hotel‟s ambience on the relationship between Electronic customer
relationship management (e-CRM)and customer satisfaction as well as customer satisfaction and customer
loyalty is few and far between .Therefore, the objective of the study is to examine the effect of Electronic
customer relationship management (e-CRM) on customer loyalty through customer satisfaction considering the
moderating effect of hotel ambiance on the proposed relationships. A quantitative methodology using a crosssectional
survey method was used to investigate the relationship between variables. Data were collected from a
convenience sampling of 384 guests of four and five- star hotels in Kuala Lumpur. The overall response rate
was 66.74% (n=276). The relationships between variables were examined using structural equation modelling
(SEM) technique and partial least squares (PLS) software was used. The results revealed there is a direct and
significant relationship between Electronic customer relationship management (e-CRM) and customer
satisfaction. Moreover, the results disclosed Electronic customer relationship management (e-CRM) through the
mediating variable customer satisfaction has a positive effect on customer loyalty. Furthermore, the results
confirmed that the relationship between Electronic customer relationship management (e-CRM) and customer
satisfaction as well as customer satisfaction and loyalty has been moderated by hotel‟s ambience. The study
applied S-O-R, to develop a new theoretical framework to provide a new way to enhance customer loyalty in
four and five star hotels through examining the moderating effect of hotel„s ambiance on the relationship
between ECRM and customer satisfaction and loyalty . Therefore, the study has provided a new scholarly
evidence to enhance customer loyalty in the luxury four and five-star hotel. Moreover, the study provides a
new approach to hoteliers to increase customer satisfaction and loyalty.
The document discusses the Service Quality Gaps Model, which identifies four key gaps between a customer's expectations of service and a provider's actual service performance. The four gaps are: 1) differences between customer expectations and management perceptions, 2) differences between management perceptions and service quality specifications, 3) differences between specifications and actual service delivery, and 4) differences between service delivery and external communications to customers. The document also provides examples of how companies like IKEA, Starbucks, IBM and GE work to close these gaps to improve customer satisfaction.
The document discusses service quality gaps. It defines service quality gaps as the difference between customer expectations of service and their actual perceptions of received service. It identifies 5 main gaps: (1) between customer expectations and management perceptions, (2) between management perceptions and service quality specifications, (3) between specifications and service delivery, (4) between delivery and external communications, and (5) between expected and perceived service. It then analyzes service quality gaps in banking, public transport, electricity distribution, and airlines.
Consumer needs and wants are filled with market offering of products and strong customer brand
engagement. In organizations importance of marketing process, orientation elements, STP,
Marketing Mix, Consumer Insights are being illustrated here. Above all the role of marketing in
creating values for customers and ways of maintaining strong brand loyalty and customer
engagement with practical examples are described in this assignment. Authoritative achievement
to a great extent relies on upon the dynamic promoting techniques it takes to maintain in the
aggressive commercial center.
Application of Customer Relationship Management (Crm) Dimensions: A Critical ...IJMERJOURNAL
ABSTRACT”: Customer relationship management is crucial due to the competitive environment. For this reason, it has become a widely implemented strategy across the hotel industry in retaining customers and maintaining good relationships with them. It also promotes customer satisfaction and loyalty which lead to the achievement of competitive business performance. However, due to the ever-increasing competition and the continuous changing customers’ needs in the hotel industry, the ability to achieve customer satisfaction is becoming a major challenge. Using 40 respondents from 20 hotels, this paper, therefore, explores the managers’ perspective into how the application of CRM dimensions impact on the performance of hotels and also examines the relationships between them since studies evaluating their relationships are limited. It studies CRM from the hotels’ perceptive as Guest Services Managers and Marketing Managers were the respondents. This study employed an exploratory research design and quantitative technique. The survey was conducted in New Delhi and simple random sampling was the sampling technique used to select respondents. With the study’s objectives in mind, the developed research hypotheses constructed were tested using multiple regression analysis as the statistical tool. Through the results, it has been revealed that CRM dimensions are positively related to the performance of hotels. Finally, CRM dimensions are highly recommended as a competitive strategic tool to enhance competitiveness.
A project report on service quality gap model and quality dimensionsProjects Kart
The document discusses service quality, including defining it, measuring it using models like SERVQUAL, and identifying key dimensions of service quality. It notes that service quality is a perception involving technical and functional aspects, and that measuring it can be complex given intangible nature of services. Five key dimensions of service quality are identified as reliability, responsiveness, assurance, empathy and tangibles. The SERVQUAL instrument is discussed as a way to measure service quality gaps between expectations and perceptions.
This document summarizes a student's presentation on measuring service quality at the Grand Oriental Hotel in Dhaka, Bangladesh using the SERVQUAL model. It includes an overview of the hotel, data collection using SERVQUAL dimensions of reliability, responsiveness, assurance, empathy and tangibles. Analysis showed most respondents were satisfied with the hotel's service. Recommendations include maintaining service quality and fulfilling requirements to increase star rating if desired.
Enhancing Gust’s Loyalty in Luxury Hotel through Hotel’s AmbienceIJERA Editor
Hotel guest loyalty is of the utmost importance given the competitive nature of the lodging sector. The
increasing expansion of hotels into other hospitality and related areas amplifies the continuing importance of
guest loyalty and the need to ensure guests „recurring reservations at a perceived favorite hotel.in the customer
oriented era, relationship with customers in the all of purchasing cycle and its effect on customer satisfaction
and loyalty has become a vital duty for hoteliers . Moreover, the impact of physical environment on consumer
behavior, is particularly apparent for service business such as hotels. Based on the reviewed literature study
about effect of Electronic customer relationship management (e-CRM)on customer loyalty through customer
satisfaction considering moderating effect of hotel‟s ambience on the relationship between Electronic customer
relationship management (e-CRM)and customer satisfaction as well as customer satisfaction and customer
loyalty is few and far between .Therefore, the objective of the study is to examine the effect of Electronic
customer relationship management (e-CRM) on customer loyalty through customer satisfaction considering the
moderating effect of hotel ambiance on the proposed relationships. A quantitative methodology using a crosssectional
survey method was used to investigate the relationship between variables. Data were collected from a
convenience sampling of 384 guests of four and five- star hotels in Kuala Lumpur. The overall response rate
was 66.74% (n=276). The relationships between variables were examined using structural equation modelling
(SEM) technique and partial least squares (PLS) software was used. The results revealed there is a direct and
significant relationship between Electronic customer relationship management (e-CRM) and customer
satisfaction. Moreover, the results disclosed Electronic customer relationship management (e-CRM) through the
mediating variable customer satisfaction has a positive effect on customer loyalty. Furthermore, the results
confirmed that the relationship between Electronic customer relationship management (e-CRM) and customer
satisfaction as well as customer satisfaction and loyalty has been moderated by hotel‟s ambience. The study
applied S-O-R, to develop a new theoretical framework to provide a new way to enhance customer loyalty in
four and five star hotels through examining the moderating effect of hotel„s ambiance on the relationship
between ECRM and customer satisfaction and loyalty . Therefore, the study has provided a new scholarly
evidence to enhance customer loyalty in the luxury four and five-star hotel. Moreover, the study provides a
new approach to hoteliers to increase customer satisfaction and loyalty.
The document discusses the Service Quality Gaps Model, which identifies four key gaps between a customer's expectations of service and a provider's actual service performance. The four gaps are: 1) differences between customer expectations and management perceptions, 2) differences between management perceptions and service quality specifications, 3) differences between specifications and actual service delivery, and 4) differences between service delivery and external communications to customers. The document also provides examples of how companies like IKEA, Starbucks, IBM and GE work to close these gaps to improve customer satisfaction.
The document discusses service quality gaps. It defines service quality gaps as the difference between customer expectations of service and their actual perceptions of received service. It identifies 5 main gaps: (1) between customer expectations and management perceptions, (2) between management perceptions and service quality specifications, (3) between specifications and service delivery, (4) between delivery and external communications, and (5) between expected and perceived service. It then analyzes service quality gaps in banking, public transport, electricity distribution, and airlines.
Consumer needs and wants are filled with market offering of products and strong customer brand
engagement. In organizations importance of marketing process, orientation elements, STP,
Marketing Mix, Consumer Insights are being illustrated here. Above all the role of marketing in
creating values for customers and ways of maintaining strong brand loyalty and customer
engagement with practical examples are described in this assignment. Authoritative achievement
to a great extent relies on upon the dynamic promoting techniques it takes to maintain in the
aggressive commercial center.
This document discusses five gaps that can occur in service quality. Gap 1 is between customer expectations and management perceptions of expectations. Gap 2 occurs when management cannot formulate service quality targets to meet customer expectations. Gap 3 happens when actual service delivery does not meet management specifications. Gap 4 is a discrepancy between promised service and what contact staff can deliver. Gap 5 is between customer expectations and perceptions of the actual service received. Strategies to close the gaps include improved market research, better communication, standardized processes, adequate training, and aligning external communications with actual service delivery.
This study aims to examine and analyze the effect of service quality and customer satisfaction on the
loyalty that is mediated by customer trust. Respondents were 92 customers. The analytical tool used is path
analysis. The results showed that service quality and customer satisfaction affect customer loyalty of PT Bank
Pembangunan Daerah East Java Tbk
This document provides information about E*Trade, an online brokerage firm. It discusses that E*Trade provides brokerage services for various markets and financial products. However, it is facing issues with customer satisfaction and meeting customer expectations. Some customers find the services difficult to use or are concerned about prices. The document proposes several recommendations to address these issues, including redesigning services to be more user-friendly, conducting promotional campaigns, training employees, empowering employees to improve customer service, educating customers, and forming a team to implement and evaluate the action plan.
The document discusses various aspects of customer relationship management (CRM) and service quality. It describes CRM as a process of building and maintaining customer relationships through strategies like data collection and analysis, sales force automation, and customer retention. The document also discusses topics like service recovery strategies, building customer loyalty through rewards programs, and the importance of physical evidence and managing the service environment known as the "servicescape".
Optimizing the Profitable Link Between Employees and Customer Loyalty BehaviorAquent
The document discusses research on employee ambassadorship and its link to customer loyalty and business results. It presents a conceptual model showing that emotionally and rationally committed employees can become advocates who actively promote the brand, while disconnected employees may become saboteurs who negatively impact reputation. Research findings demonstrate strong correlations between employee commitment measures and customer loyalty/satisfaction ratings.
This document discusses the challenges of outsourcing customer service operations. It notes that there is a tradeoff between service level accessibility (SLA), which is the speed of response, and service level quality (SLQ), which is the thoroughness of issue resolution. Defining clear metrics for SLA and SLQ goals is important but difficult, as pushing one metric often negatively impacts the other. In addition, outsourcing can threaten customer loyalty if the outsourced agents do not adequately represent the brand or understand customers' issues. The document examines these service level challenges as well as the monetary and reputational costs companies must consider when deciding whether to outsource customer service.
Customer service in clinical research markets jeff parke intellectual propertyJeff Parke
This document discusses how to build and maintain strong customer relationships in the clinical research market. It emphasizes the importance of managing customer expectations, addressing key issues that impact relationships, achieving service excellence, and establishing benchmarks. It provides tips for managing expectations, such as creating customized strategies for each customer and keeping open communication. Maintaining a team business model internally and following industry trends are also presented as ways to strengthen relationships.
This document provides an overview of managing customer expectations. It discusses:
1) Identifying customer expectations, which are their vision of future service and can change over time based on experiences. Customers generally expect competent, efficient service; anticipation of their needs; and explanations in terms they understand.
2) There are two key elements to meeting expectations - the technical element of the product/service working properly, and the human element of how customers feel they are treated during the process.
3) Managing expectations at different stages - learn expectations prior to purchase, communicate expectations during service, and follow-up after to ensure expectations were met. Influencing expectations involves establishing trust and communicating the benefits of realistic expectations.
Excellent customer service and high customer satisfaction must start with understanding customer expectations. Whether your customers are internal (i.e., HR, Finance, Marketing business users) or external, you need to know who your customers are and what their goals are before launching any business initiative. If not, you’ll never win. Pulling from her industry experience in Government, Legal, Education and Healthcare, Strategic Engagement Manager Shannon Duplessis will use the Sparkhound Assessment Model (SAM) approach to show how to assess client needs, agree upon desired expectations and results, and then develop the right KPIs (Key Performance Indicators) to measure success.
This document summarizes a research study on the outcomes of service encounter quality in a business-to-business context. The study developed a measure of service encounter quality consisting of four dimensions: professionalism, civility, friendliness, and competence. It found that positive service encounter quality perceptions were related to higher customer satisfaction, overall service quality evaluations, and loyalty to the organization and employee. A limitation is that the study was conducted within a single industry.
This document summarizes a research study that analyzed the impact of organizational citizenship behavior (OCB) on service quality in banks in Sri Lanka's Vavuniya District. The study used questionnaires to measure OCB and service quality. Regression analysis and correlations were performed on the data. The results showed that while OCB had a positive relationship with service quality, it did not significantly impact service quality. The researchers concluded that banks should focus on improving service quality and performance through encouraging employees' OCB in order to build better customer relationships and service quality.
The document discusses various methods for conducting customer research and measuring service quality, including mystery shopping, customer surveys, focus groups, and employee surveys. It also covers frameworks for understanding customer relationships and loyalty, such as the customer pyramid model and relationship development model. Finally, it discusses strategies for developing new services, such as service blueprinting, and guaranteeing service quality.
Service quality is critical for service companies. Customers perceive quality through their consumption experience and by comparing expectations. There are two dimensions of quality - technical (the service itself) and functional (how it is delivered). Expectations are formed by market communications, image, word of mouth, and customer needs. Perceived quality results from comparing expectations to the actual experience. Several researchers have identified key determinants of perceived quality, including reliability, responsiveness, assurance, and empathy. Managing quality requires coordinated efforts between management, employees, and customers.
This document discusses customer relationship management (CRM). It begins by defining CRM and outlining its key concepts, including the evolution from transactional to relationship-based approaches. CRM is described as a business strategy to understand customers in order to build long-term relationships. The document then discusses the internal and external relationships that CRM seeks to manage. It explains how CRM has evolved from a focus on individual transactions to developing ongoing customer relationships through coordinated marketing and sales efforts.
The Gaps Model proposes that there are 5 gaps between a customer's expected service and their perceived service. Gap 1 is between customer expectations and a company's understanding of those expectations. Gap 2 is between a company's understanding and their service design standards. Gap 3 is between service standards and actual service delivery. Gap 4 is between a company's marketing communications and the service delivered. Gap 5 is between customer expectations and their perceptions of the service received. More recently, 2 additional gaps were proposed regarding employees' perceptions of customer expectations.
A study of customer satisfaction on after sales and service conducted at arpi...Projects Kart
This document discusses customer satisfaction after sales and service. It introduces the topic and defines customer satisfaction as relating to satisfying human wants through exchange of goods and services. Satisfying customers is important for business management. The document outlines the objectives of the study which are to understand customer perceptions of after sales service, their satisfaction levels and what influences satisfaction. It also aims to study the impact on future sales and whether customers are satisfied with the service. The scope is limited to customers of Bajaj vehicles in Hassan, India. The study uses questionnaires and interviews as primary data collection methods.
Ataullah Muneeb and Matiullah Shinwari. “Customer Relation Management (CRM) and its Impact on Organizational Performance: A Case of Etisalat Telecommunication in Afghanistan” United International Journal for Research & Technology (UIJRT) 1.4 (2019): 01-09
Project report on customer satisfactionAnkit Gupta
The document discusses customer satisfaction and techniques for measuring it. It provides an overview of why organizations focus on customer satisfaction, noting that satisfied customers improve cash flow and are less costly to retain than gaining new customers. The document also summarizes various techniques for measuring customer satisfaction, including through surveys, the Kano model, and SERVQUAL. It emphasizes that measuring customer satisfaction can provide insights into how well an organization is meeting customer needs and expectations.
This document discusses how utilizing home agents can improve customer satisfaction for companies. It notes that home agents typically have lower turnover, higher quality work like fewer errors, and better scheduling flexibility compared to traditional brick-and-mortar agents. The document provides an example of how ProFlowers improved customer satisfaction rates by over 10% by partnering with West at Home to transition to a hybrid home agent model.
The document describes the Gaps Model of Service Quality, which identifies five key gaps: (1) The Customer Gap, which is the difference between customer expectations and their perceptions of actual service. (2) Provider Gap 1 occurs when companies do not understand customer expectations. (3) Provider Gap 2 happens when companies do not establish the right service designs or standards. (4) Provider Gap 3 is when companies do not meet their service standards in delivery. (5) Provider Gap 4 arises when what companies promise does not match actual performance. Closing these gaps is important for delivering high quality service.
Customer is a king and Customers are the mainly focused in making new marketing strategy. In the banking field a unique relationship exists between the customers and the bank. But because of various reasons like lack of training ,new technology literacy, financial targets, risk of failure etc., some banks are still following the traditional ways of marketing and another hand some are making attempts to adapt CRM. It is with this background, the researcher has made a modest attempt towards the idea that CRM can be adapted uniformly in the banking industry for betterment of Banking Services. Understanding on Customer Relationship Management is always a concern among the service providers especially banks. Banks makes their own way of managing their relationships new and existing customers. The aim of this paper is to examine the Customer Relationship Management as a new methodology looks forward to identify and attract consumers through the process of developing relationships (business - customer). The methodology of the CRM aims to maintain customer satisfaction and increase consumer loyalty. The purpose of this paper is to study the importance of CRM systems and in-depth knowledge of methods and management techniques customer relationships.
The main issue of this study is that CRM has become a multi-faceted and complex phenomenon that is ridden by various factors. Due to this complexity, a number of different variables have been used to measure CRM which investigated by several prior studies. However, most of businesses need to know and look at the particular measures and dimensions of the CRM that have a significant impact on customer satisfaction and loyalty, which would enrich the business' performance, especially with the increase in competition as well as lack of differentiation in providing a service. This paper aimed to review literature on CRM and to identify its impact on customer satisfaction and customer loyalty. The studies are analyzed on the basis of some general characteristics and variables that significantly enhance CRM and its influence on customer satisfaction and customer loyalty. For this purpose, we investigate the existing literature on the impact of CRM on customer satisfaction and customer loyalty along with its spread among publications to identify the potential development in the field.
THE IMPACT OF EFFECTIVE CUSTOMER RELATIONSHIP MANAGEMENT ON REPURCHASEAyanda Demilade
The document discusses a case study on the impact of effective customer relationship management (CRM) on customer repurchase and loyalty at Transcorp Hilton Hotel in Calabar, Nigeria. A survey found that 46% of respondents were female and most heard about the hotel from advertisements or referrals. 80% were willing to refer the hotel and 90% were satisfied with services. Both individual and corporate clients expressed loyalty through continued patronage. The study concluded that effective CRM leads to increased customer satisfaction, referrals, and long-term financial benefits for hotels through improved customer retention and repurchase.
This document discusses five gaps that can occur in service quality. Gap 1 is between customer expectations and management perceptions of expectations. Gap 2 occurs when management cannot formulate service quality targets to meet customer expectations. Gap 3 happens when actual service delivery does not meet management specifications. Gap 4 is a discrepancy between promised service and what contact staff can deliver. Gap 5 is between customer expectations and perceptions of the actual service received. Strategies to close the gaps include improved market research, better communication, standardized processes, adequate training, and aligning external communications with actual service delivery.
This study aims to examine and analyze the effect of service quality and customer satisfaction on the
loyalty that is mediated by customer trust. Respondents were 92 customers. The analytical tool used is path
analysis. The results showed that service quality and customer satisfaction affect customer loyalty of PT Bank
Pembangunan Daerah East Java Tbk
This document provides information about E*Trade, an online brokerage firm. It discusses that E*Trade provides brokerage services for various markets and financial products. However, it is facing issues with customer satisfaction and meeting customer expectations. Some customers find the services difficult to use or are concerned about prices. The document proposes several recommendations to address these issues, including redesigning services to be more user-friendly, conducting promotional campaigns, training employees, empowering employees to improve customer service, educating customers, and forming a team to implement and evaluate the action plan.
The document discusses various aspects of customer relationship management (CRM) and service quality. It describes CRM as a process of building and maintaining customer relationships through strategies like data collection and analysis, sales force automation, and customer retention. The document also discusses topics like service recovery strategies, building customer loyalty through rewards programs, and the importance of physical evidence and managing the service environment known as the "servicescape".
Optimizing the Profitable Link Between Employees and Customer Loyalty BehaviorAquent
The document discusses research on employee ambassadorship and its link to customer loyalty and business results. It presents a conceptual model showing that emotionally and rationally committed employees can become advocates who actively promote the brand, while disconnected employees may become saboteurs who negatively impact reputation. Research findings demonstrate strong correlations between employee commitment measures and customer loyalty/satisfaction ratings.
This document discusses the challenges of outsourcing customer service operations. It notes that there is a tradeoff between service level accessibility (SLA), which is the speed of response, and service level quality (SLQ), which is the thoroughness of issue resolution. Defining clear metrics for SLA and SLQ goals is important but difficult, as pushing one metric often negatively impacts the other. In addition, outsourcing can threaten customer loyalty if the outsourced agents do not adequately represent the brand or understand customers' issues. The document examines these service level challenges as well as the monetary and reputational costs companies must consider when deciding whether to outsource customer service.
Customer service in clinical research markets jeff parke intellectual propertyJeff Parke
This document discusses how to build and maintain strong customer relationships in the clinical research market. It emphasizes the importance of managing customer expectations, addressing key issues that impact relationships, achieving service excellence, and establishing benchmarks. It provides tips for managing expectations, such as creating customized strategies for each customer and keeping open communication. Maintaining a team business model internally and following industry trends are also presented as ways to strengthen relationships.
This document provides an overview of managing customer expectations. It discusses:
1) Identifying customer expectations, which are their vision of future service and can change over time based on experiences. Customers generally expect competent, efficient service; anticipation of their needs; and explanations in terms they understand.
2) There are two key elements to meeting expectations - the technical element of the product/service working properly, and the human element of how customers feel they are treated during the process.
3) Managing expectations at different stages - learn expectations prior to purchase, communicate expectations during service, and follow-up after to ensure expectations were met. Influencing expectations involves establishing trust and communicating the benefits of realistic expectations.
Excellent customer service and high customer satisfaction must start with understanding customer expectations. Whether your customers are internal (i.e., HR, Finance, Marketing business users) or external, you need to know who your customers are and what their goals are before launching any business initiative. If not, you’ll never win. Pulling from her industry experience in Government, Legal, Education and Healthcare, Strategic Engagement Manager Shannon Duplessis will use the Sparkhound Assessment Model (SAM) approach to show how to assess client needs, agree upon desired expectations and results, and then develop the right KPIs (Key Performance Indicators) to measure success.
This document summarizes a research study on the outcomes of service encounter quality in a business-to-business context. The study developed a measure of service encounter quality consisting of four dimensions: professionalism, civility, friendliness, and competence. It found that positive service encounter quality perceptions were related to higher customer satisfaction, overall service quality evaluations, and loyalty to the organization and employee. A limitation is that the study was conducted within a single industry.
This document summarizes a research study that analyzed the impact of organizational citizenship behavior (OCB) on service quality in banks in Sri Lanka's Vavuniya District. The study used questionnaires to measure OCB and service quality. Regression analysis and correlations were performed on the data. The results showed that while OCB had a positive relationship with service quality, it did not significantly impact service quality. The researchers concluded that banks should focus on improving service quality and performance through encouraging employees' OCB in order to build better customer relationships and service quality.
The document discusses various methods for conducting customer research and measuring service quality, including mystery shopping, customer surveys, focus groups, and employee surveys. It also covers frameworks for understanding customer relationships and loyalty, such as the customer pyramid model and relationship development model. Finally, it discusses strategies for developing new services, such as service blueprinting, and guaranteeing service quality.
Service quality is critical for service companies. Customers perceive quality through their consumption experience and by comparing expectations. There are two dimensions of quality - technical (the service itself) and functional (how it is delivered). Expectations are formed by market communications, image, word of mouth, and customer needs. Perceived quality results from comparing expectations to the actual experience. Several researchers have identified key determinants of perceived quality, including reliability, responsiveness, assurance, and empathy. Managing quality requires coordinated efforts between management, employees, and customers.
This document discusses customer relationship management (CRM). It begins by defining CRM and outlining its key concepts, including the evolution from transactional to relationship-based approaches. CRM is described as a business strategy to understand customers in order to build long-term relationships. The document then discusses the internal and external relationships that CRM seeks to manage. It explains how CRM has evolved from a focus on individual transactions to developing ongoing customer relationships through coordinated marketing and sales efforts.
The Gaps Model proposes that there are 5 gaps between a customer's expected service and their perceived service. Gap 1 is between customer expectations and a company's understanding of those expectations. Gap 2 is between a company's understanding and their service design standards. Gap 3 is between service standards and actual service delivery. Gap 4 is between a company's marketing communications and the service delivered. Gap 5 is between customer expectations and their perceptions of the service received. More recently, 2 additional gaps were proposed regarding employees' perceptions of customer expectations.
A study of customer satisfaction on after sales and service conducted at arpi...Projects Kart
This document discusses customer satisfaction after sales and service. It introduces the topic and defines customer satisfaction as relating to satisfying human wants through exchange of goods and services. Satisfying customers is important for business management. The document outlines the objectives of the study which are to understand customer perceptions of after sales service, their satisfaction levels and what influences satisfaction. It also aims to study the impact on future sales and whether customers are satisfied with the service. The scope is limited to customers of Bajaj vehicles in Hassan, India. The study uses questionnaires and interviews as primary data collection methods.
Ataullah Muneeb and Matiullah Shinwari. “Customer Relation Management (CRM) and its Impact on Organizational Performance: A Case of Etisalat Telecommunication in Afghanistan” United International Journal for Research & Technology (UIJRT) 1.4 (2019): 01-09
Project report on customer satisfactionAnkit Gupta
The document discusses customer satisfaction and techniques for measuring it. It provides an overview of why organizations focus on customer satisfaction, noting that satisfied customers improve cash flow and are less costly to retain than gaining new customers. The document also summarizes various techniques for measuring customer satisfaction, including through surveys, the Kano model, and SERVQUAL. It emphasizes that measuring customer satisfaction can provide insights into how well an organization is meeting customer needs and expectations.
This document discusses how utilizing home agents can improve customer satisfaction for companies. It notes that home agents typically have lower turnover, higher quality work like fewer errors, and better scheduling flexibility compared to traditional brick-and-mortar agents. The document provides an example of how ProFlowers improved customer satisfaction rates by over 10% by partnering with West at Home to transition to a hybrid home agent model.
The document describes the Gaps Model of Service Quality, which identifies five key gaps: (1) The Customer Gap, which is the difference between customer expectations and their perceptions of actual service. (2) Provider Gap 1 occurs when companies do not understand customer expectations. (3) Provider Gap 2 happens when companies do not establish the right service designs or standards. (4) Provider Gap 3 is when companies do not meet their service standards in delivery. (5) Provider Gap 4 arises when what companies promise does not match actual performance. Closing these gaps is important for delivering high quality service.
Customer is a king and Customers are the mainly focused in making new marketing strategy. In the banking field a unique relationship exists between the customers and the bank. But because of various reasons like lack of training ,new technology literacy, financial targets, risk of failure etc., some banks are still following the traditional ways of marketing and another hand some are making attempts to adapt CRM. It is with this background, the researcher has made a modest attempt towards the idea that CRM can be adapted uniformly in the banking industry for betterment of Banking Services. Understanding on Customer Relationship Management is always a concern among the service providers especially banks. Banks makes their own way of managing their relationships new and existing customers. The aim of this paper is to examine the Customer Relationship Management as a new methodology looks forward to identify and attract consumers through the process of developing relationships (business - customer). The methodology of the CRM aims to maintain customer satisfaction and increase consumer loyalty. The purpose of this paper is to study the importance of CRM systems and in-depth knowledge of methods and management techniques customer relationships.
The main issue of this study is that CRM has become a multi-faceted and complex phenomenon that is ridden by various factors. Due to this complexity, a number of different variables have been used to measure CRM which investigated by several prior studies. However, most of businesses need to know and look at the particular measures and dimensions of the CRM that have a significant impact on customer satisfaction and loyalty, which would enrich the business' performance, especially with the increase in competition as well as lack of differentiation in providing a service. This paper aimed to review literature on CRM and to identify its impact on customer satisfaction and customer loyalty. The studies are analyzed on the basis of some general characteristics and variables that significantly enhance CRM and its influence on customer satisfaction and customer loyalty. For this purpose, we investigate the existing literature on the impact of CRM on customer satisfaction and customer loyalty along with its spread among publications to identify the potential development in the field.
THE IMPACT OF EFFECTIVE CUSTOMER RELATIONSHIP MANAGEMENT ON REPURCHASEAyanda Demilade
The document discusses a case study on the impact of effective customer relationship management (CRM) on customer repurchase and loyalty at Transcorp Hilton Hotel in Calabar, Nigeria. A survey found that 46% of respondents were female and most heard about the hotel from advertisements or referrals. 80% were willing to refer the hotel and 90% were satisfied with services. Both individual and corporate clients expressed loyalty through continued patronage. The study concluded that effective CRM leads to increased customer satisfaction, referrals, and long-term financial benefits for hotels through improved customer retention and repurchase.
This document discusses customer relationship management (CRM) implementation in Indian commercial banks. It begins with an abstract that outlines how CRM has become important for banks to cope with increasing competition. The document then reviews literature on the different phases of CRM - acquisition, enhancement, and recovery. It discusses how successful CRM implementation requires efforts across all three phases. The document also finds that CRM implementation is strongly linked to higher customer satisfaction and better business performance based on a survey of commercial banks in India. Frequent customer contact and strong service recovery were found to particularly help with customer retention.
This document summarizes a study on the perceived service quality of guests at select hotels in Salem City, India. The study examined five hotels and surveyed 500 guests across five common service quality dimensions: assurance, empathy, reliability, responsiveness, and tangibility. Statistical analysis revealed issues like lack of staff involvement, delays, higher fees, and lack of transparency negatively impacted customers' perceptions. The study concluded improving staff training, standardizing service times, soliciting customer feedback, and enhancing quality initiatives could help address problems and better meet customers' expectations of service quality. Recommendations were made to help the select hotels strengthen their service performance.
Enhancing customer loyalty through quality of service: Effective strategies t...nitinrane33
Enhancing customer loyalty is crucial for business success, and it can be influenced by various factors such as customer satisfaction, quality of service, customer experience, and customer relationship management. This paper aims to explore effective strategies for improving customer loyalty through quality service. One of the key drivers of customer loyalty is customer satisfaction, which can be influenced by service and product quality, brand loyalty, and company reputation. Measuring and understanding customer satisfaction is vital for improving customer loyalty. This paper examines different criteria for measuring customer satisfaction, including types of surveys and the impact of employee satisfaction on customer satisfaction. Additionally, the paper explores the impact of technology on customer satisfaction and its role in enhancing the customer experience. Another important factor in customer loyalty is the customer experience. This paper delves into measuring and sustaining customer experience, particularly in online settings, and discusses the impact of social media and technology on the customer experience. Effective customer feedback and complaint management are also essential for maintaining a positive customer experience. Customer relationship management (CRM) is a crucial strategy for enhancing customer loyalty. This paper presents a framework for CRM and examines its effect on customer retention. Additionally, it explores the importance of understanding customer value and the different approaches to customer value. The paper presents effective strategies for enhancing customer loyalty through quality service. These strategies include understanding customer expectations, training and empowering employees, personalizing the customer experience, maintaining consistency across touchpoints, timely and effective communication, focusing on continuous improvement, rewarding customer loyalty, building emotional connections, resolving complaints effectively, measuring and monitoring customer satisfaction, anticipating customer needs, encouraging and responding to customer feedback, and investing in technology. This research paper provides valuable insights into enhancing customer loyalty through quality service. Implementing the strategies discussed in this paper can improve customer satisfaction, experience, relationship, and engagement, leading to increased customer loyalty and profitability for businesses.
Customer Retention discusses customer relationship management (CRM). CRM involves creating and maintaining relationships to increase customer retention and profitability. It requires trust and value. CRM has four components: customers, relationships, management, and a cycle of customer identification, differentiation, interaction, and customization. Implementing CRM provides benefits like increased loyalty but requires cultural change. Programs that enhance loyalty include discounts and rewards. CRM is a strategy to turn prospects into loyal customers and partners through superior value.
A THEORETICAL REVIEW OF CRM EFFECTS ON CUSTOMER SATISFACTION AND LOYALTYRichard Hogue
This document provides a theoretical review of how customer relationship management (CRM) affects customer satisfaction and loyalty. It discusses that CRM aims to develop long-term relationships with customers through effective communication and understanding customer needs. The objectives of CRM are to improve communication with customers, identify key elements like people and technology that influence CRM, and recognize factors related to CRM effectiveness. Benefits of CRM for organizations include increased customer retention, loyalty, and profitability through satisfying customer needs.
Customer relationship managment in banking industryTapasya123
Customer Relationship Management is human function than technology
implementation. Banks need to constantly orient their employees and
vendors towards never losing focus of the customers, technology can be
harnessed to unable the human aspect to function more effectively. A
successful relationship will be one that lowers the business cost, increase
the company revenue and retains profitable relationship, win situation for
the company business and its valuable assets and business customers. The
banking business is becoming more and more complex with the changes
emerging from the liberalisation and globalisation. For new banks,
customer creation is important but established bank retention is much
more necessary with cost effective mechanism. The big benefit of customer
relationship management is the visibility of everything relating to
customers going on in your company. If an organization wants to provide
the better service to customers, it has to be able to manage everything
from complaints to sale opportunities. The core theme of all customer
relationship management and relationship marketing perspectives is to
focus on cooperative, collaborative relationship between the firm and its
customers and look after the marketing factors. Through this paper
researcher want to show the significance of customer relationship
management and also made as effort to explore the benefits of this concept
to banking industry.
This document discusses customer relationship management (CRM) in the banking industry. It states that CRM is more about human interactions than technology implementation, and that banks need to constantly focus on customers to build successful relationships. The goals of CRM in banking are to lower costs, increase revenue, retain profitable customers, and make better customer-focused decisions. If implemented properly with a focus on customer needs and expectations, CRM can improve customer satisfaction, which is important for banking industry growth. The document also examines the role and objectives of CRM in the industry.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Impact of Service Quality on Customer Loyalty of Domestic Pumpspaperpublications3
Abstract: Service quality deals with the customer expectation and actual treatment. Better the service quality, higher will be the customer satisfaction. This can gain more and more customers and more loyal customers. The major advantage of loyal customers is that these customers will not leave because of any small reason or any minor fluctuations in company’s performance. This study is restricted to a single product domestic pump and will investigate the role of service quality in creating loyal customers.
Keywords: Service quality, Customer loyalty, Domestic pumps.
Title: Impact of Service Quality on Customer Loyalty of Domestic Pumps
Author: FAZEEN RASHEED A K
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
This document discusses Customer Relationship Management (CRM) and its importance for organizations. It states that CRM considers customers as insiders rather than outsiders and aims to build long-term relationships through commitment, services and quality conforming to customer requirements. CRM is defined as an ongoing process of identifying and creating new value for individual customers over their lifetime with an organization. The document also outlines Gordon's 11 C's of relationship marketing which are key aspects of maintaining customer relationships.
Customer Relationship Management and Banking Sector Market Share performanceinventionjournals
The influence of customer relationship management (CRM) on Nigeria banking sector market share performance is the focus of this study. It examined the influence of customer identification, customer retention and technology on customer relationship management and banks market share performance. The ever increasing competition and dynamics in the market place and the need for banks to survive, grow and meet the stakeholders objectives calls for a meaningful long lasting relationship between marketers and all other stakeholders in the organisation. The population of this study consists of all 617 headquarters employees of the 21 deposit money banks in Port Harcourt metropolis that is registered with Nigeria Deposit Insurance Corporation (NDIC); while the sample size of 243 determined through the Tara Yamani formula. Questionnaire was used as an instrument for primary data collection. The Spearman’s Rank Order Correlation was the statistical technique employed for hypothesis testing in the statistical package for social sciences (SPSS) version 17. The findings of this study revealed that there is significant relationship between customer identification, retention, and market share; while technology positively influence CRM and bank market share performance. Customer identification and retention are dimensions of CRM, while market share is the measure of performance, with technology as moderating variable influence between CRM as a measure of bank performance. It is therefore noted that banks will have better competitive advantage when all relevant stakeholders appreciate and demonstrate these customer relationship management strategies with a view of achieving the desired corporate objectives.
Customer relationship management in indian retail banking industryiaemedu
- The document is from the International Journal of Management and discusses customer relationship management (CRM) in the Indian retail banking industry.
- It develops a framework for a Customer Relationship Management Model (CRMM) applicable to Indian retail banks and analyzes how service quality influences customer behavior and satisfaction levels.
- The results reveal a lack of CRM package adoption and awareness among bank employees, suggesting successful implementation requires creating the right culture and attitude to prioritize customer service.
This document discusses customer satisfaction in organizations, with a focus on its importance in the hospitality industry. It defines customer satisfaction as a measure of how well products and services meet or exceed customer expectations. Maintaining high customer satisfaction is key to customer retention, positive word-of-mouth advertising, and business success. In the hospitality industry specifically, customer satisfaction depends on service quality and paying attention to the attributes guests consider most important, like cleanliness, location, and staff friendliness. The document stresses that satisfying existing customers is less costly than acquiring new ones, so hospitality businesses must prioritize policies and practices that promote customer loyalty.
CRM Implementation in Indian Telecom Industry – Evaluating the Effectiveness ...Waqas Tariq
With the liberalization and internationalization in telecommunication, service quality has become an important means of differentiation and path to achieve business success. Such differentiation based on service quality is seen as a key source of competitiveness for many Indian firms and hence have implications for leadership in such organizations. Faced with a growing market and increasing competition, companies in the telecom business are adopting to new technological imperatives in order to outperform their competitors. These companies adapt continuously to the dynamic environment so as to survive competition. The emphasis here lies in identifying critical value adding processes and redesigning them to become customer centric. One such approach in the adoption of an IT to move towards customers is the Customer Relationship Management (CRM). The Indian Mobile Service Providers are using CRM extensively to identify the needs of the customers and stretching out ways and means to satisfy them. In this context, it is absolutely essential to study the effectiveness of the CRM being practiced by the mobile service providers. This study specifically analyses the extent to which CRM is being practiced by the mobile service providers, and identifies the effect of the service quality of the mobile service providers on the Customer Loyalty. As CRM focuses on being customer centric, it becomes essential to measure the effectiveness of CRM in terms of the degree to which the customers are advocates of the mobile service provider as well as to measure the degree to which they participate in the cross selling and up selling of the various products and services of the provider. To evaluate the effectiveness, there are lots of quantitative techniques available and some work in this area has already been done. But there is a dearth of literature focusing on the relative efficiency. One advanced operations research technique which evaluates the relative efficiency is the Frontier Analysis or Data Envelopment Analysis (DEA). This paper attempts to use Data Envelopment Analysis to assess the effectiveness of Mobile Service Providers, specifically a set of the providers offering services in Chennai, Tamil Nadu, India. The research has identified a set of input and output parameters for each Service Provider, from which the efficient frontiers (DMUs) are determined. The relative efficiency of the Service Providers are measured with respect to the efficient frontier and then analyzed. Detailed recommendations are set forth, for appropriate interventions to address the specific gaps identified through the gaps analysis. The analysis further provides useful information and opens up new avenues for future research.
This document discusses service excellence and leadership. It covers the relationship between service quality, productivity, and profitability. Measuring service quality involves both quantifiable and non-quantifiable measures. There are five key dimensions of service quality - assurance, empathy, reliability, responsiveness, and tangibility. Collecting customer feedback is important for performance appraisal, becoming a customer-focused organization, and driving customer growth. Tools like fishbone diagrams, Pareto charts, and blueprinting can be used to analyze service quality problems. Productivity refers to output based on inputs while effectiveness is meeting objectives. Refining service productivity involves focusing on customer satisfaction and continuous improvement.
Attaining Customer Satisfaction! The Role of Customer Value and Relation Base...ijmvsc
This document summarizes a research study on attaining customer satisfaction through customer value and relationship marketing among insurance policy holders in Peshawar, Pakistan. The study examines how customer value, derived from product benefits, brand image, personal benefits, and service benefits, as well as relationship marketing factors like bonding, tangibility, empathy, reciprocity, trust, commitment, communication, and conflict handling, influence customer satisfaction. A literature review covers customer satisfaction, customer value, and relationship marketing. Hypotheses are presented relating these concepts. A research framework shows customer satisfaction as the dependent variable, with customer value and its antecedents as independent variables. The methodology discusses data collection through questionnaires and secondary sources, a sample size of
Supply Chain Management Of Rice In India: A Rice Processing Company's Perspec...ijmvsc
This document summarizes a research study on attaining customer satisfaction through customer value and relationship marketing. The study was conducted with 150 insurance policy holders in Peshawar, Pakistan. The study found that value-added services and effective conflict handling were major contributors to customer satisfaction. Relationship marketing plays a vital role in the insurance industry due to its long-term service nature. Building strong relationships between suppliers, distributors, and customers can increase returns for companies.
This document summarizes a research paper that examines pricing strategy in a two-stage supply chain consisting of a supplier and retailer. The supplier offers a credit period to the retailer, who then offers credit to customers. A mathematical model is formulated to maximize total profit for the integrated supply chain system. The model considers three cases based on the relative lengths of the credit periods offered at each stage. Equations are developed to represent the profit functions for the supplier, retailer and overall system in each case. The goal is to determine the optimal selling price that maximizes total integrated profit.
The document discusses melanoma skin cancer detection using a computer-aided diagnosis system based on dermoscopic images. It begins with an introduction to skin cancer and melanoma. It then reviews existing literature on automated melanoma detection systems that use techniques like image preprocessing, segmentation, feature extraction and classification. Features extracted in other studies include asymmetry, border irregularity, color, diameter and texture-based features. The proposed system collects dermoscopic images and performs preprocessing, segmentation, extracts 9 features based on the ABCD rule, and classifies images using a neural network classifier to detect melanoma. It aims to develop an automated diagnosis system to eliminate invasive biopsy procedures.
This document summarizes various techniques for image segmentation that have been studied and proposed in previous research. It discusses edge-based, threshold-based, region-based, clustering-based, and other common segmentation methods. It also reviews applications of segmentation in medical imaging, plant disease detection, and other fields. While no single technique can segment all images perfectly, hybrid and adaptive methods combining multiple approaches may provide better results. Overall, image segmentation remains an important but challenging task in digital image processing and computer vision.
This document presents a test for detecting a single upper outlier in a sample from a Johnson SB distribution when the parameters of the distribution are unknown. The test statistic proposed is based on maximum likelihood estimates of the four parameters (location, scale, and two shape) of the Johnson SB distribution. Critical values of the test statistic are obtained through simulation for different sample sizes. The performance of the test is investigated through simulation, showing it performs well at detecting outliers when the contaminant observation represents a large shift from the original distribution parameters. An example application to census data is also provided.
This document summarizes a research paper that proposes a portable device called the "Disha Device" to improve women's safety. The device has features like live location tracking, audio/video recording, automatic messaging to emergency contacts, a buzzer, flashlight, and pepper spray. It is designed using an Arduino microcontroller connected to GPS and GSM modules. When the button is pressed, it sends an alert message with the woman's location, sets off an alarm, activates the flashlight and pepper spray for self-defense. The goal is to provide women a compact, one-click safety system to help them escape dangerous situations or call for help with just a single press of a button.
- The document describes a study that constructed physical fitness norms for female students attending social welfare schools in Andhra Pradesh, India.
- Researchers tested 339 students in classes 6-10 on speed, strength, agility and flexibility tests. Tests included 50m run, bend and reach, medicine ball throw, broad jump, shuttle run, and vertical jump.
- The results showed that 9th class students had the best average time for the 50m run. 10th class students had the highest flexibility on average. Strength and performance generally improved with increased class level.
This document summarizes research on downdraft gasification of biomass. It discusses how downdraft gasifiers effectively convert solid biomass into a combustible producer gas. The gasification process involves pyrolysis and reactions between hot char and gases that produce CO, H2, and CH4. Downdraft gasifiers are well-suited for biomass gasification due to their simple design and ability to manage the gasification process with low tar production. The document also reviews previous studies on gasifier configuration upgrades and their impact on performance, and the principles of downdraft gasifier operation.
This document summarizes the design and manufacturing of a twin spindle drilling attachment. Key points:
- The attachment allows a drilling machine to simultaneously drill two holes in a single setting, improving productivity over a single spindle setup.
- It uses a sun and planet gear arrangement to transmit power from the main spindle to two drilling spindles.
- Components like gears, shafts, and housing were designed using Creo software and manufactured. Drill chucks, bearings, and bits were purchased.
- The attachment was assembled and installed on a vertical drilling machine. It is aimed at improving productivity in mass production applications by combining two drilling operations into one setup.
The document presents a comparative study of different gantry girder profiles for various crane capacities and gantry spans. Bending moments, shear forces, and section properties are calculated and tabulated for 'I'-section with top and bottom plates, symmetrical plate girder, 'I'-section with 'C'-section top flange, plate girder with rolled 'C'-section top flange, and unsymmetrical plate girder sections. Graphs of steel weight required per meter length are presented. The 'I'-section with 'C'-section top flange profile is found to be optimized for biaxial bending but rolled sections may not be available for all spans.
This document summarizes research on analyzing the first ply failure of laminated composite skew plates under concentrated load using finite element analysis. It first describes how a finite element model was developed using shell elements to analyze skew plates of varying skew angles, laminations, and boundary conditions. Three failure criteria (maximum stress, maximum strain, Tsai-Wu) were used to evaluate first ply failure loads. The minimum load from the criteria was taken as the governing failure load. The research aims to determine the effects of various parameters on first ply failure loads and validate the numerical approach through benchmark problems.
This document summarizes a study that investigated the larvicidal effects of Aegle marmelos (bael tree) leaf extracts on Aedes aegypti mosquitoes. Specifically, it assessed the efficacy of methanol extracts from A. marmelos leaves in killing A. aegypti larvae (at the third instar stage) and altering their midgut proteins. The study found that the leaf extract achieved 50% larval mortality (LC50) at a concentration of 49 ppm. Proteomic analysis of larval midguts revealed changes in protein expression levels after exposure to the extract, suggesting its bioactive compounds can disrupt the midgut. The aim is to identify specific inhibitor proteins in the midg
This document presents a system for classifying electrocardiogram (ECG) signals using a convolutional neural network (CNN). The system first preprocesses raw ECG data by removing noise and segmenting the signals. It then uses a CNN to extract features directly from the ECG data and classify arrhythmias without requiring complex feature engineering. The CNN architecture contains 11 convolutional layers and is optimized using techniques like batch normalization and dropout. The system was tested on ECG datasets and achieved classification accuracy of over 93%, demonstrating its effectiveness at automated ECG classification.
This document presents a new algorithm for extracting and summarizing news from online newspapers. The algorithm first extracts news related to the topic using keyword matching. It then distinguishes different types of news about the same topic. A term frequency-based summarization method is used to generate summaries. Sentences are scored based on term frequency and the highest scoring sentences are selected for the summary. The algorithm was evaluated on news datasets from various newspapers and showed good performance in intrinsic evaluation metrics like precision, recall and F-score. Thus, the proposed method can effectively extract and summarize online news for a given keyword or topic.
Online train ticket booking system project.pdfKamal Acharya
Rail transport is one of the important modes of transport in India. Now a days we
see that there are railways that are present for the long as well as short distance
travelling which makes the life of the people easier. When compared to other
means of transport, a railway is the cheapest means of transport. The maintenance
of the railway database also plays a major role in the smooth running of this
system. The Online Train Ticket Management System will help in reserving the
tickets of the railways to travel from a particular source to the destination.
This is an overview of my current metallic design and engineering knowledge base built up over my professional career and two MSc degrees : - MSc in Advanced Manufacturing Technology University of Portsmouth graduated 1st May 1998, and MSc in Aircraft Engineering Cranfield University graduated 8th June 2007.
Impartiality as per ISO /IEC 17025:2017 StandardMuhammadJazib15
This document provides basic guidelines for imparitallity requirement of ISO 17025. It defines in detial how it is met and wiudhwdih jdhsjdhwudjwkdbjwkdddddddddddkkkkkkkkkkkkkkkkkkkkkkkwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwioiiiiiiiiiiiii uwwwwwwwwwwwwwwwwhe wiqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqq gbbbbbbbbbbbbb owdjjjjjjjjjjjjjjjjjjjj widhi owqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqq uwdhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhwqiiiiiiiiiiiiiiiiiiiiiiiiiiiiw0pooooojjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjj whhhhhhhhhhh wheeeeeeee wihieiiiiii wihe
e qqqqqqqqqqeuwiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiqw dddddddddd cccccccccccccccv s w c r
cdf cb bicbsad ishd d qwkbdwiur e wetwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwww w
dddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddddfffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffffw
uuuuhhhhhhhhhhhhhhhhhhhhhhhhe qiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiii iqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqq eeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee qqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc ccccccccccccccccccccccccccccccccccc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbu uuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuum
m
m mmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmm m i
g i dijsd sjdnsjd ndjajsdnnsa adjdnawddddddddddddd uw
Data Communication and Computer Networks Management System Project Report.pdfKamal Acharya
Networking is a telecommunications network that allows computers to exchange data. In
computer networks, networked computing devices pass data to each other along data
connections. Data is transferred in the form of packets. The connections between nodes are
established using either cable media or wireless media.
We have designed & manufacture the Lubi Valves LBF series type of Butterfly Valves for General Utility Water applications as well as for HVAC applications.
Better Builder Magazine brings together premium product manufactures and leading builders to create better differentiated homes and buildings that use less energy, save water and reduce our impact on the environment. The magazine is published four times a year.
1. International Journal of Research in Advent Technology, Vol.7, No.11, November 2019
E-ISSN: 2321-9637
Available online at www.ijrat.org
12
doi: 10.32622/ijrat.711201927
Abstract— Due to fierce competition in the hotel sector, it is
essential to initiate and manage long-term and strong
relationship to ensure customer satisfaction. The importance
of customer relationship is very well identified and accepted
by many leading hotel organisations, especially in the global
competitive market. Some of the critical CRM elements
considered and measured in this study are behaviour of the
employees, hospitality management, service quality and
relationship management. The hotel business organisation
that wish to offer top quality service and gain competitive
edge over others, application and implementation of
Customer Relationship Management (CRM) programme
provides a valuable
opportunity to improve satisfaction and loyalty by increasing
customer value. This paper examined the effectiveness of
customer relationship management (CRM) elements on
customer satisfaction and loyalty. This paper is also to make a
framework conceptual model to review identification of
factors that analyse the relationship of the customer
satisfaction and loyalty through CRM variables by
anticipating their expectations and taking course of action
within their ability to satisfy needs.
Index Terms— Customer Satisfaction, Customer Loyalty.
Customer Relationship Management, Hospitality
Management, Service Quality.
I. INTRODUCTION
In the present market condition, most of the business
establishment attempts to manage and develop strong and
regular interaction with their customers to ensure maximum
customer equity. The effort requires managing effective
customer relationship to ensure success in customer
satisfaction. The CRM philosophy plays a vital and
significant role in the Hotel industry sector, as the
fundamental concept of business is based on customer
satisfaction through creation of innovative ideas to establish
Manuscript revised on December 19, 2019 and published on December
27, 2019
Anand Prasad Sinha currently working as an Assistant Professor in
Department of Management, BIT Mesra, Ranchi.
Sanjiv Kumar Srivastava currently working as an Assistant Professor in
Department of Hotel Management, BIT Mesra, Ranchi.
Rohit kumar Pandey is working as Assistant Professor in the department of
management, B.I.T Mesra, Ranchi.
Ashok Kumar Asthana currently working as an Assistant Professor in
Department of Management, Sarla Birla University, Ranchi, Jharkhand.
relationship management. Hotel business follows the
principle of is ‘guest is always right’ and ‘guest is like god’
(Athiti Devo Bhava). In pursuit to achieve the objective a
sincere and continuous effort is imperative for a strong
foundation of relationship, which remains the demand of the
time Customer satisfaction is a business philosophy which
tends to the creation of value for customers, anticipating and
managing their expectations, and demonstrating ability and
responsibility to satisfy their needs. Qualities of service and
customer satisfaction are critical factors for the success of
any business [1]. Customer satisfaction is the outcome of
customer's perception of the value received in a transaction or
relationship, where value equals perceived service quality
compared to the value expected from transactions or
relationships with competing vendors [2]. To achieve
customer satisfaction, it is important to recognize and to
anticipate customers' needs and to be able to satisfy them.
Enterprises which can rapidly understand and satisfy
customers' needs make greater profits than those which fail to
understand and satisfy them [3]. Since the cost of attracting
new customers is higher than the cost of retaining the existing
ones, to be successful managers must concentrate on
retaining existing customers implementing effective policies
of customer satisfaction and loyalty.
Nowadays one of the biggest challenges for managers in
the hotel industry is to provide and sustained customer
satisfaction. A customer requirement for quality products and
service in the hotel industry has become increasingly evident
to professionals [4]. Guest relationships are a strategic asset
of the organization [5] and customer satisfaction is the
starting point to define business objectives. In this context,
positive relationships can create customer's higher
commitment and increase their return rate. Long-term and
reciprocally advantageous relationships between customers
and the hotel are becoming progressively important because
of the highly positive correlation between guests' overall
satisfaction levels and the probability of their return to the
same hotel [6]. Hotels are increasing their investments to
improve service quality and the perceived value for guests to
achieve better customer satisfaction and loyalty, thus
resulting in better relationships with each customer [7].
Relationship quality has a remarkable positive effect on hotel
guests' behaviour: it creates positive word of mouth (WOM)
and increments repeated guest rates [8]
In the hotel industry, the products and services have become
key to success and everlasting competitiveness. Due to fierce
competition in the hotel sector, it is essential to initiate and
manage a long-term and strong relationship to ensure
customer satisfaction. The importance of customer
Identification and Validation of CRM Factors on Customer
Satisfaction and Loyalty in the Mid-Market Segments of
the Hotel Industry
Anand Pd. Sinha, Sanjeev Kr. Srivastava, Rohit Kr. Pandey, Ashok Kr.Asthana
2. International Journal of Research in Advent Technology, Vol.7, No.11, November 2019
E-ISSN: 2321-9637
Available online at www.ijrat.org
13
doi: 10.32622/ijrat.711201927
relationship is very well-identified and accepted by many
leading hotel organisations, especially in the global
competitive market. The study examined the effectiveness of
customer relationship management (CRM) elements on
customer satisfaction and loyalty. Some of the critical CRM
elements considered are measured in this study are the
behaviour of the employees, hospitality management, service
quality and relationship management. The hotel business
organisation that wish to offer top quality service and gain a
competitive edge over others, application and
implementation of Customer Relationship Management
(CRM) programme provides a valuable opportunity to
improve satisfaction and loyalty by increasing customer
value. The study also proposes a framework and review
identification of factors that analyse the relationship of the
customer satisfaction and loyalty through CRM variables by
anticipating their expectations and taking the course of action
within their ability responsibly to satisfy needs.
II. PROBLEM STATEMENT
The achievement of customer satisfaction is one of
the crucial and paramount importance for any organisation.
It becomes challenging nowadays as customer needs and
expectation are changing all the time due to the advent and
growth of Information technology (IT). Customer
satisfaction is a purely a personal assessment that is
immensely influenced by expectation the customer has.
Critical observation revealed that relationship marketing
significantly facilitates improved and customised service
quality and it's an effective tool and innovative way for
improved service that will foster better customer satisfaction
by creating new value for their customers. The hotels can
move closer to their customer through effective CRM
practices and henceforth meeting the ever-changing needs
and demands of the customer leading to better customer
satisfaction and gaining competitive advantage in the market.
Therefore, CRM can facilitate managing customer
relationship effectively for long term association through
customer satisfaction. In this study, the problem is to explore
the impact of CRM on customer satisfaction for attaining
more efficiency in relationship with customers in the
Mid-Market Segment of the Hotel Industry.
III. RESEARCH OBJECTIVE
The research objectives for this study include:
1. To understand the impact of key elements of CRM.
2. To identify various factors related to effectiveness of
CRM in customer satisfaction.
3. To propose a suitable CRM framework for customer
satisfaction and loyalty.
IV. SCOPE OF THE STUDY
• Present research work is confined to only the mid-market
segment of a state, but its finding applies to the global
mid-market segment. The present study has been
conducted in selected hotels in the geographical area of
Jharkhand.
• The study will also enable the management of the hotel in
devising effective business and quality services for
improved customer satisfaction and ultimately benefit
the customer as well as the management.
V. LITERATURE OVERVIEW
Customer satisfaction has become a philosophy for
a business organisation that helps to increase customer's
value by anticipating their expectations and taking the course
of action within their ability responsibly to satisfy needs. For
any successful business operation, two essential factors are a
very critical quality of service and customer satisfaction [9].
[10], remarked that organisations survive because the
customer is there to be served. The critical factor ensuring
sustainable advantage depends on high-quality service
delivery leading to better customer satisfaction [11]. The
satisfaction of the customer is the crucial factors which
improve the quality of service for gaining an advantage in the
competition and hence the retention of the customer. The
satisfaction of the customer is the outcome of the perception
about the received value in any exchange or and service
quality is the value received in comparison to expected value
from exchange or relationships among competing for a
service provider [12]. To attain customer satisfaction,
therefore it's necessary to apprehend the basic needs and
desires of the customer and satisfy them. Organisations that
are quick to realise and satisfy customer make more profits as
compared to those who are unable to recognize and
accomplice [13] .As it is expensive to attract a new customer
than retaining existing customer successful management
should focus on retaining existing customers through the
implementation of an efficient strategy for satisfaction of
customer as well as loyalty.
Customer satisfaction is the beginning of foundation
on which customer loyalty is built. This philosophy enables
loyalty’s stock for the organization that builds corporate
image. The relationship gets consolidated and results in
repeated patronage a dissatisfied customer may be the reason
for bringing bad reputation to the enterprise. Customer
satisfaction is the most significant challenge for the hotel
industry. Developing a relationship with customer is an asset
for the hospitality establishment [14] and it is the initial stage
of origin to decide business objectives. In view of this cordial
and positive relationship may facilitate strong commitment
from customer and increase retention rate. Continuous and
long-term leads to mutual benefit and such beneficial
relationships between hotel and the customer is becoming
progressively significant as it ensures positive association of
relationship and increase in profitability due to increase
retention rate [15]. To achieve better customer satisfaction
Hotels are investing their major financial portion to improve
service quality and the value perception of the guests which
leads to intimate relationships with each customer, hence
developing loyalty ,[16] . The objective of the service
provider is not only to satisfy the customer but also try to
achieve it more efficiently and effectively over competitors
to achieve the organisational goal [17].
The customer-oriented employee behaviour is
positively associated to the customer satisfaction and strong
commitment towards service provider [18], as employees are
considered as internal customer [19] [20]. Employee
behaviour lays a foundation of personal relationship
demonstrated by individual behaviour at the moment of
3. International Journal of Research in Advent Technology, Vol.7, No.11, November 2019
E-ISSN: 2321-9637
Available online at www.ijrat.org
14
doi: 10.32622/ijrat.711201927
interaction. “High performance is significant for customer
satisfaction by exceeding the customer expectation” [21]. A
study shows positive experience by customer to good
word-of-mouth publicity [22]. Commitment facilitates
costumer to make positive comments on the organisation’s
performance. It is a stage of feelings of belongingness and
attachment with an intention of continuing relationship with
the service provider. Committed customers are most likely to
share information relating to their preference and other
personal matters. Customer commitment gives service
providers an opportunity to redesign strategy process and
final outcomes. It creates an opportunity to target their
customers and minimise switching behaviour and foster
long-term, continuous and profitable relationships [23].
CRM has significant impact on most organisations
to some extent [24]. Trust is the key variable in maintaining
relationship commitment and its existence and sustaining
ability in relationship depends upon the integrity and
reliability of the opposite party. According to him trust is an
indispensable element in defining long term desired
relationship with a brand loyalty. Trust becomes critical in
case of services which are intangible as they are difficult to
measure [25]. Customer satisfaction lays the basic
foundation to achieve customer loyalty and paving way for a
long-term and continuing relationship. It increases the base of
loyalty's stock that improves company’s image.
Strengthening of relationships with guest results in repeat
patronage and a dissatisfied customer may be a bad
ambassador for the business organisation. Studies concluded
by Cherubini, suggests that only 4% of dissatisfied guest
express their grievances to the organisation and explain the
cause of their dissatisfaction, while guest who didn’t
complain officially, make a negative WOM that may involve
about 500 people. Investigation on customer satisfaction is an
important consideration whether customers will revisit the
hotel and suggest others, is the key factor for the successful
operation of the hotel business. The present paper helps to
evaluate the impact of CRM on customer satisfaction in the
Mid-Market Segment of Hotel Industry. The CRM
component taken into consideration is as follows:
➢ Hospitality Management
➢ Service Quality
➢ Employee Behaviour
➢ Relationship Management
➢ Customer Satisfaction
➢ Customer Commitment and trust.
➢ Customer Loyalty
VI. CUSTOMER RELATIONSHIP MANAGEMENT
(CRM)
During 1990s the customer occupied the centre
stage of market. The market power was under the control of
customer and it was important that they need to be listened
for the survival of service provider [26]. In the 20s, the advent
and growth of ITs created a platform of opportunities for the
customers to acquire information about everything which
they need. The knowledge-based information and more
awareness of customer, the industries realised the importance
of relationship marketing to be successful. According to [27],
“customer relationship management is an enterprise strategy
necessary to secure a proper, useful and consistent
communication with each customer irrespective of the means
of communication.” While [28], defines “customer
relationship management is a process by which to obtain
enough information about the existing customers, use this
information for incentive of the sales to be repeated, and
enable a relationship that will be continuous.” The main
objective of CRM is to build customer loyalty through
identification, attraction and management of long term and
continuing relationship with the potential customers. The
association of the term relationship along with the word
marketing implies a sense of belongingness with a customer
or service provider [29] [29]. The philosophy of CRM is
based on the principle of foundation of learning relationship
with individual customer. Such bonding facilitates better
insights of customer about their needs and expectations.
Study has revealed that CRM leads to both intangible and
tangible benefits for hotel industry along with customer
satisfaction [30]. Customer focussed behaviour and
maximising customer value increase customer satisfaction
and keep the customer loyal [31] and the organisation having
better, and deeper customer insight will have competitive
edge over the market and customer retention. Further,
effective communication and customer care plays an
important role in establishing relationship quality supporting
customer satisfaction [32].
VII. CONCEPTUAL FRAMEWORK
A carefully constructed questionnaires and with the help of
literature review, the following conceptual proposed model
is described to investigate and examine the impact of CRM
variables on customer satisfaction leading to customer
loyalty.
VIII. HYPOTHESIS OF THE STUDY
Following hypotheses are formulated on the basis of
developed conceptual framework.
H1: Hospitality Management has no significant
relationship with Customer Satisfaction in the
hotel industry.
4. International Journal of Research in Advent Technology, Vol.7, No.11, November 2019
E-ISSN: 2321-9637
Available online at www.ijrat.org
15
doi: 10.32622/ijrat.711201927
H2: Service quality has no significant relationship
with Customer Satisfaction in the hotel
industry.
H3: Relationship Management has no significant
relationship with Customer Satisfaction the in
hotel industry.
H4: Employee Behaviour has no significant
relationship with Customer Satisfaction the in
hotel industry.
H5: Customer Satisfaction has no significant
relationship with Customer Loyalty in the
hotel industry.
H6: Customer Commitment has no significant
relationship with Customer Loyalty in the
hotel industry.
H7: Customer Trust has no significant relationship
with Customer Loyalty in the hotel industry.
IX. RESEARCH METHODOLOGY
Research Methodology comprised of structured
questionnaire designed to measure the variables of CRM,
customer satisfaction, trust, commitment and loyalty. The
questionnaire was submitted at the front desk by visiting the
hotels personally. As the state Jharkhand is a mid-segment
market, most of the hotels are medium sized i.e. 3 star and
4-star category. The information about the hotels were
collected from the tourism department of the state and from
its web site. The study was conducted in the mid-segment
market as it there is tough competition in the present market,
and they are most innovative in CRM application [33].
X. RESEARCH DESIGN
The present study is based on both exploratory and
descriptive analysis. The aim of exploratory study was to
make precise and in-depth investigation about the
implementation and effectiveness of various dimensions of
CRM from operational point in the hotels. The hypothesis
testing was done using the regression weights of respective
relationships at significance level of 0.05. All these tests were
analyzed with the help of Statistical Package for the Social
sciences (SPSS) and AMOS 22.
XI. SAMPLE DESIGN
The study included various cities of Jharkhand state i.e.
Ranchi (5 Hotels), Jamshedpur (3 Hotels), Bokaro (2 Hotels),
Dhanbad (2 Hotels) and Deogarh (3 Hotels) were identified
for the study. Random sampling technique was used for the
identification of hotels. The size of the sample for the present
study was calculated by the formula,
n = (ZS/E) 2
, Where, Z score is the value corresponding to
confidence level.S is the standard deviation; E is the error
value.
Z = 1.96 at 95% confidence level
S = 0.6 (based on past consumer studies)
E = 0.06 (margin of error is considered as 6%)
n = 1.96x1.96x 0.6x0.6/0.06x0.06.
The questionnaire was distributed to 750 guests, through
reception desk of the hotel. Guests were asked to submit the
filled questionnaire in a sealed envelope to the desk as per
their convenience. 585 filled questionnaire forms were
retrieved out of which 85 forms were rejected due to
incomplete answer and some errors. Finally, 500 usable
questionnaires i.e. 66% were retrieved and considered for
further analysis. The questionnaires were delivered
personally to the participants to ensure the maximum
possibility of response rate. The respondents were asked to
mark on the Likert Scale from 1 to 5 from Strongly Disagree
to Strongly Agree. The study included both primary and
secondary data, and structured standard questionnaire was
used. Various books, annual reports, internet, journals and
other sources are used for collection of secondary data.
XII. ANALYSIS AND INTERPRETATION
Regression Model – I
Dependent variable Y = Customer satisfaction
Independent variables:
X1 = Hospitability Management, X2 = Service Quality, X3 =
Employee Behaviour, X4 = Relationship Management Input
Data set consisting of 500 observations. Regression equation
obtained from the Analysis is: Customer Satisfaction = 0.914
+ 0.082 (Hospitability Management) + 0.410 (Service
Quality) + 0.175 (Employee Behaviour) + 0.168
(Relationship Management)
Y = 0.917 + 0.082 X1 + 0.410 X2 + 0.175 X3 + 0.168 X4
Table No. 1 Model Summary
Mo
del R
R
Squar
e
Value
Adjus
ted R
Squar
e
Std.
Error
of the
Estimat
e
Change Statistics
Durbi
n-Wat
son
R
Square
Chang
e
F
Chang
e
d.
f1 d.f2
Sig. F
Chang
e
1 .679a
.462 .457 .33421 .462 94.960 4 443 .000 2.157
a. Predictors: (Constant), Relationship Management,
Hospitality Management, Employee Behavior, Service
Quality
b. Dependent Variable: Cusomer
Satisfaction
Table No.2 ANOVA
Model
Sum of
Squares d.f Mean Square F Sig.
1 Regression 42.426 4 10.607 94.960 .000a
Residual 49.481 443 .112
Total 91.907 447
a. Predictors: (Constant), Relationship Management, Hospitality
Management, Employee Behaviour, Service Quality
b. Dependent Variable: Customer Satisfaction
Table No.1 (Model Summary) and Table No. 2, (ANOVA),
shows that Regression Model is statistically significant.
Coefficient of determination, R2
is 0.462 and the value of
adjusted R2
is 0.457, this shows that 46.2% of regression
model is explained by the four independent variables taken
together. The impact of multi collinearity is present in the
regression model but not significant enough as the difference
between R2
value and adjusted R2
value is .005 that is quite
5. International Journal of Research in Advent Technology, Vol.7, No.11, November 2019
E-ISSN: 2321-9637
Available online at www.ijrat.org
16
doi: 10.32622/ijrat.711201927
insignificant. Durbin-Watson test from the Table no.1
explains that auto correlation effect on the regression is quite
insignificant (value of Durbin-Watson test is 2.157, reveals
that serial correlation is not present).
Table No.3 Coefficients
Model
Unstandardized
Coefficients
Standardized
Coefficients
T Sig.B
Std.
Error Beta
1 (Constant) .914 .184 4.956 .000
HM .082 .017 .176 4.924 .000
SQ .410 .043 .413 9.609 .000
EB .175 .036 .188 4.851 .000
RM .168 .039 .180 4.326 .000
a. Dependent Variable: Customer Satisfaction
Table No.3 for significance of individual independent
variable shows that all the variables are statistically
significant. The test from the above table reveals that all the
parameters of coefficient in the regression model has
significant impact on the customer satisfaction. Service
quality parameter possesses high positive values followed by
Employee Behaviour, Relationship Management and
Hospitability Management. Again, t test for all dependent
variables obtained is significant, the p-level in the coefficient
table is observed to be .000 which suggests that at
(Confidence level of 99%) the significance level of 0.01, all
the independent variables are statistically significant in the
model. So, the null hypothesis H1, H2, H3, and H4 are rejected
and it has been concluded that there is a positive and
significant impact of Hospitality management, Service
quality, Employee behaviour and Relationship management
on Customer Satisfaction. Among all the four independent
variables, Service quality has significant impact on customer
satisfaction followed by employee behaviour, Relationship
management and Hospitability management.
Regression Model – II
Customer Loyalty is the Dependent variable (Y)
Independent variables:
X1 = Customer Satisfaction, X2 = Customer Commitment, X3
= Customer Trust Data set consist of 500 observations.
Obtained Regression equation is
Customer Loyalty = 1.941 + 0.372 (Customer satisfaction) +
0.055 (Customer commitment) + 0.184 (Customer Trust)
Y = 1.941 + 0.372 (X1) + 0.055 (X2) + 0.184 (X3)
Table No.4 Model Summary
Mode
l R R2
Adjuste
d R2
Std.
Error of
the
Estimat
e
Change Statistics
Durb
in-W
atson
R
Square
Chang
e
F
Chang
e
d.f
1
d.f
2
Sig
. F
Ch
an
ge
1 .49
7
.24
7
.242 .38782 .247 48.639 3 444
.00
0
2.141
a.Predictors: (Constant), Customer Trust, Customer
Commitment, Customer Satisfaction
b.Dependent Variable:
Customer Loyalty
Table No.5 ANOVA
Model
Sum of
Squares Df
Mean
Square F Sig.
1 Regression
21.946 3 7.315
48.63
9
.000a
Residual 66.779 444 .150
Total 88.725 447
a.Predictors: (Constant), Customer Trust, Customer Commitment,
Customer Satisfaction
b.Dependent Variable: Customer Loyalty
Table No. 4 (Model Summary) and Table No. 5 (ANOVA)
suggests that Regression Model is statistically significant and
the R2
value is 0.247 and adjusted R2
value is 0.242, shows
that 24.7% of model is explained by the three independent
variables, Customer trust, commitment and satisfaction taken
together. Again, the multicollinearity impact on regression
model is there but it is insignificant as the difference between
R2
and adjusted R2
value is .005 which is quite insignificant.
Durbin-Watson test reveals that auto correlation effect on the
regression is quite insignificant (value of Durbin-Watson test
is 2.141), suggests that there is no serial correlation.
Table No.6 for significance of individual independent variable
shows that all the three independent variables are statistically
significant. The test, in the table no. 6, reveals that all the
parameters coefficient of regression model has positive impact
on the customer loyalty. The parameter customer satisfaction
possesses high positive numeric values followed by customer
trust and customer commitment. Again, t test for all dependent
variables from coefficient table is significant, the observed
p-level is .000 suggests that significance level of 0.01
(Confidence level of 99%), the independent variable such as
customer satisfaction, commitment and trust are statistically
significant. So, the null hypothesis H5, H6, and H7 are rejected. It
is concluded that there is a positive and significant impact of
customer satisfaction, commitment and trust on customer
loyalty. Among all the three independent variables, the impact of
customer satisfaction on customer loyalty is most significant
followed by customer trust, and customer commitment.
XIII. RESULT OF CONCEPTUAL FRAMEWORK
MODEL
It’s not essential requirement to achieve all indices for
fitness of a report. Some important fit indices obtained from
various categories are presented in the paper to acknowledge
the overall model fit. Chi-square/degree of freedom (d.f),
comparative fit index (CFI), Initial fit index (IFI), goodness
6. International Journal of Research in Advent Technology, Vol.7, No.11, November 2019
E-ISSN: 2321-9637
Available online at www.ijrat.org
17
doi: 10.32622/ijrat.711201927
of fit index (GFI), adjusted goodness of fit index (AGFI) and
(RMSEA) Root mean square error of approximation are
considered in this study. The chi-square (χ2) identifies that
statistics of null hypothesis to ensure that the data fits the
model. The value of χ2 divided by the degree of freedom (df)
should be less than 2 and is supposed to be appropriate and
assumed as the first fit criteria in the measurement technique.
The χ2 value of Customer satisfaction model in this study
was 41.899 as shown in the table no.7 (d.f = 13), and χ2/df is
=3.223, p-value = .000 suggest that the model fits the data, it
is statistically significant.
Table No.7 CMIN
Table No.8 Baseline Comparisons
Table No.9 RMSEA
Model RMSEA
LO
90
HI
90
PCLOSE
Default model .067 .045 .090 .100
Independence
model
.126 .113 .138 .000
The goodness-of-fit statistics is described as incremental
or comparative indices of fit. Since NFI (Normed Fit index)
shows a tendency of inappropriateness of fitness in small
samples but is has proposed Comparative Fit Index (CFI)
replacing NFI for small sample size. The values of both NFI
and CFI lies between 0 and 1.00 and derived by comparing a
hypothesized model with respect to independence (or null)
model. Value > .90 is considered to represent a well-fitting
model. In this study the value is .898 as shown in the table
no.8 indicating the perfect fit of the model. The coefficient
value of RFI, NFI and CFI range from 0 to 1.00, and values
close to .95 indicates superior fit. In this study the value of
RFI .637 indicating the moderately fit of the model. IFI
values that are greater than .90 are regarded as acceptable.
The value of IFI in present study is 0.906 and fulfils the
model fit as shown in the table no.8.
RMSEA measuring the estimation of discrepancy,
expressed the df, and that makes it sensitive towards the
number of estimated parameters. According to Browne &
Cudeck, [34], values should lie between .05 and .08. Lower
than .05 values show good fit, and values near .08 indicate
considerable errors of approximation in the population. Mac
Callum et al. [35] stressed that RMSEA values ranging
between .08 and .10 explains mediocre fitness, and values
more than .10 represents poor fit. Though Hu and Bentler
[36] suggested the value of RMSEA of .06 is a good fit
between the observed data and hypothesized model. In this
case, the value of RMSEA is 0.067 as shown in the table no.9.
which indicate good fit of model. As the values of most of the
parameters estimates are positive and significant baring a few
those are not significant it suggests that the model fits the
data moderately and is an acceptable model.
XIV CONCLUSIONS
The finding reveals that the variable of CRM has
significant association and relationship with customer
satisfaction and loyalty. Many variables do not have high
positive significant impact on the dependent variables.
Employee behaviour, relationship management and service
quality impact significantly on customer satisfaction and
building relationship with customer evidently contributes
significantly in increasing customer loyalty. The hotels must
emphasize the three CRM variables for better business
performance to increase profitability through enhanced
satisfaction leading to customer loyalty. The employee
should be polite and courteous while dealing with customer.
They need to acquire good communication skills to make and
manage relationship and develop intimacy. It is also
imperative and emphasized that as employees’ behaviour,
service quality and relationship management are
indispensable for managing customer loyalty management
should make serious effort and consider training for
employees to develop skills and art of expressing themselves
to respond and meet customers’ needs and expectation. If
hotels business pays serious attention on customer
Model NPAR CMIN DF P CMIN/DF
Default
model
31 41.899 13 .000 3.223
Saturated
model
44 .000 0
Independence
model
8 319.358 36 .000 8.871
Model
NFI
Delta1
RFI
rho1
IFI
Delta2
TLI
rho2
CFI
Default model .869 .637 .906 .718 .898
Saturated
model
1.000 1.000 1.000
Independence
model
.000 .000 .000 .000 .000
Figure2: Conceptual Framework Model
7. International Journal of Research in Advent Technology, Vol.7, No.11, November 2019
E-ISSN: 2321-9637
Available online at www.ijrat.org
18
doi: 10.32622/ijrat.711201927
satisfaction, it will enable them to respond at faster rate to
changing market trends, increase stock of loyalty. The survey
has depicted a picture that the respondents understand the
customer relationship value and smart enough to realise
about the fulfilment of their needs. The study showed that
relationship marketing enhances customer value and is a key
element for gaining customer loyalty. Since all the
hypotheses were confirmed, the research outcome provides
hotel management with various dimensions of customer
relationship marketing strategies may be applied to gain
customer loyalty. The outcome of the study helps the
management not only to understand potential guest needs and
act to meet them profitably, but also guides them to cope up
with the changing needs of the guest.
REFERENCES
[1] Gronoos, C. “Service Management and Marketing”, A Customer
Relationship Management Approach (2nd ed.). Chichester: Wiley.
1990.
[2] Blanchard, R. F. & Galloway, R. L. “Quality in Retail Banking,
International Journal of Service Industry Management”, 5(4), 5-23.
1994.
[3] Barsky J., & Nash L. ‘Customer Satisfaction’: Applying Concepts to
Industry- Wide Measures”.The Cornell Hotel and Restaurant
Administration Quarterly, 44 (4), 173-183.2003.
[4] Lam T., & Zhang H. (1999). Service Quality of Travel Agents: The
Case of Travel Agents In Hong Kong. Tourism Management, 20,
341–349. 1999.
[5] Gruen, T. W., Summers, J. O. & Aciton, F. Relationship Marketing
Activities, Commitment and Membership Behaviours in Professional
Associations. Journal of Marketing 64 (3), 34-49.2000
[6] Choi, T. Y. & Chu, R. (2001). Determination of Hotel Guests’
Satisfaction and Repeat Patronage in
the Hong Kong hotel industry. International Journal of Hospitality
Management, 20, 277-297.2001.
[7] Jones D. L., Mak B., & Sim J. A New Look at the Antecedents and
Consequences of Relationship Quality in the Hotel Service
Environment. Services Marketing Quarterly, 28(3), 15-31.2007.
[8] Kim W. G., Han J. S., & Lee E. Effects of relationship marketing on
repeat purchase and word of mouth. Journal of Hospitality &
Tourism Research, 25 (3), 272-288.2001
[9] Parasuraman, A., Zeithaml, V.A. & Berry, L.L. SERVQUAL: A
Multiple Item Scale for Measuring Consumer Perceptions of Service
Quality, Journal of Retailing, 64(1), 14-40. 1988.
[10] Valdani E. Cliente & Service Management, Egea, Milan, 2009.
[11] Shemwell DJ, Yavas U, & Bilgin Z. Customer- Service Provider
Relationships: An Empirical Test of a Model of Service Quality
Satisfaction and Relationship. Oriented Outcomes. 9(2),155-168.
1998.
[12] Zeithaml, Valarie A., Lenoard L. Berry, & A. Parasuraman. The
Behavioural Consequences of Service Quality, Journal of Marketing,
60, 31-46. 1996.
[13] Barsky J., & Nash L. Customer Satisfaction: Applying Concepts to
Industry- Wide Measures. The Cornell Hotel and Restaurant
Administration Quarterly, 44 (4), 173-183. 2003.
[14] Gruen, T. W., Summers, J. O. & Acito, F. Relationship Marketing
Activities, Commitment and Membership Behaviours in Professional
Associations. Journal of Marketing 64 (3), 34-49. 2000.
[15] Choi, T. Y. & Chu, R. Determination of Hotel Guests’ Satisfaction and
Repeat Patronage in the Hong Kong hotel industry. International
Journal of Hospitality Management, 20, 277-297. 2001.
[16] Jones D. L., Mak B., & Sim J. A New Look at the Antecedents and
Consequences of Relationship Quality in the Hotel Service
Environment. Services Marketing Quarterly, 28(3), 15-31. 2007.
[17] Kotler P., Bowen J.T., & Makens J.C. Marketing for Hospitality and
Tourism 5th edition, Pearson. 2010.
[18] Donavan, D. T. & Hocutt, M. A. Customer evaluation of service
employee’s customer orientation: extension and application. Journal of
Quality Management, 6(2),293-306. 2001.
[19] Gremler, D. D., & Bitner M. J. The Internal Service Encounter.
International Journal of Service Industry Management, 5(2), 34-56.
1994.
[20] Emery, C.R., & Fredendall, L.N. (2002). The Effect of Teams On Firm
Profitability and Customer Satisfaction. Journal of ServiceResearch,
4(3), 217-229. 2002.
[21] Zeithaml, Valarie A., Lenoard L. Berry, & A. Parasuraman. The
Behavioural Consequences of Service Quality, Journal of Marketing,
60, 31-46. 1996.
[22] Huston, Ted L. & Robert L. Burgess. SocialExchange in Developing
Relationships An Overview, in Social Exchange in Developing
Relationships, Robert L.Burgess and Ted L. Huston, eds. New
York:3-28. 1979.
[23] Baker, S. New Consumer Marketing: Managing. A Living Demand
System. England: Wiley. 2003.
[24] N’Goala, G. Customer Switching Resistance (CSR): The Effects of
Perceived Equity, Trust and Relationship Commitment, International
Journal of Service Industry Management, 18(1), 510-533. 2006.
[25] Bozkurt, V..Approaches to Globalisation, Dicle University Ziya
Gökalp Faculty of Education Journal, 13 (2009), 1-16. 2000.
[26] Kathleen, K. “Customer Relationship Management: How to Measure
Success, Database:Master FİLE Premier, Bank Accounting & Finance
(Euro Money Publications PLL), 13(4). 2000.
[27] Odabaşı, Y. “Satışta ve Pazarlamada Müşteri İlişkileri
Yönetimi”(CRM) (Customer Relationship Management in Sales and
Marketing (CRM)), Izmir, Turkey: Sistem Yayincilik. 2000.
[28] Samiee, S., Chabowski, B.R. & Hult, G.T.M.International Relationship
Marketing: Intellectual Foundations and Avenues for Further
Research,Journal of International Marketing, 23(4), 1-21. 2015.
[29] Rahimi, R. & Gunlu, E. Implementing Customer Relationship
Management (CRM) In Hotel Industry from Organizational
CulturePerspective: Case Of A Chain Hotel In The Uk”, International
Journal of Contemporary Hospitality Management, (28)1,89, 112.
2016.
[30] Pozza, I. D., Goetz, L. & Sahut, J. M. Implementation Effects in the
Relationship between CRM and its Performance, Journal of Business
Research, 89, 391-403. 2018.
[31] Santouridis, I., & Veraki, A. Customer Relationship Management and
Customer Satisfaction: The Mediating Role of RelationshipQuality.
Total Quality Management, 28(10), 1122-1133. 2017.
[32] Sahadev, S., & Islam, N. Why Hotels Adopt Icts: A Study of The Ict
Adoption Propensity of Hotels In Thailand. International Journal of
Contemporary Hospitality Management, 17(5), 391–401. 2005.
[33] Browne, M. W., & Cudeck, R. Alternative Ways Of Assessing Model
Fit. In K. A. 1993.
[34] Mac.Callum R. C., Browne M. W., & Sugawara H. M. Power Analysis
and Determination of Sample Size for Covariance Structure Modelling.
Psychological Methods.1,130-149. 1996.
[35] Bentler P. M., & Hu, L. “Cut-off Criteria for Fit Indexes in Covariance
Structure Analysis: Conventional Criteria versus New Alternatives.
Structural Equation Modelling. 6(1), 35–55. 1999.
8. International Journal of Research in Advent Technology, Vol.7, No.11, November 2019
E-ISSN: 2321-9637
Available online at www.ijrat.org
19
doi: 10.32622/ijrat.711201927
Author-1
Photo
Author-2
Photo
Author-3
Photo
AUTHORS PROFILE
Anand Prasad Sinha currently working as an Assistant
Professor in Department of Management, BIT Mesra,
Ranchi. He joined as a Sr. Research Associate since 2002
in department of Management, BIT Mesra, Ranchi,
assisted Govt Sponsored Project on Department of
Scientific and Industrial Research, Ministry of HRD,
Govt of India. He has awarded Ph.D. in management from BIT, Mesra. He
has several national and international research papers published in reputed
and indexed journals, to his credit.
Sanjiv Kumar Srivastava currently working as an
Assistant Professor in Department of Hotel Management,
BIT Mesra, Ranchi. He has several national and
international research papers published in reputed and
indexed journals, to his credit.
Rohit kumar Pandey is working as Assistant Professor
in the department of management, B.I.T Mesra, Ranchi.
He has done his doctorate in humanities (English), MBA
(Marketing and HR) from B.I.T Mesra and Masters in
English from Vinoba Bhave University, Hazaribagh,
Jharkhand. He has several publications in refereed
journal both national and international in the area of Humanities and
Management and has attended various seminar and international
conferences. Furthermore, he is actively involved in various activities of the
department.
Ashok Kumar Asthana currently working as an
Assistant Professor in Department of Management, Sarla
Birla University, Ranchi, Jharkhand. He started his career
as an Assistant Professor in at New Delhi Institute of
Management, since 16 June 2008 to August 2019.
Currently he is Pursing Ph.D. from ICFAI University,
Ranchi. He has received “Chairman’s Special Appreciation Award” for
Best Faculty researcher research in the Year, 2018 and also received
“Chairman’s Special Appreciation Award” for Writing maximum number of
research papers in the Year, January,2016. He has several national and
international research papers published in reputed and indexed journals, to
his credit.