Investigating the impact of ECRM success factors on business performance

2019 ◽  
Vol 31 (1) ◽  
pp. 105-127 ◽  
Author(s):  
Hani H. Al-Dmour ◽  
Raed Salah Algharabat ◽  
Rawan Khawaja ◽  
Rand H. Al-Dmour
Keyword(s):  
Customer Satisfaction ◽  
Commercial Banks ◽  
Business Performance ◽  
Information Quality ◽  
Success Factors ◽  
Customer Retention ◽  
System Support ◽  
Content Type ◽  
Customer Information ◽  
Customer Trust

Purpose The purpose of this paper is to develop an integrated framework to explore the influences of electronic customer relationship management (ECRM) success factors (process fit, customer information quality and system support) on customer satisfaction, customer trust and customer retention, which, in turn, impact upon the business financial performance of Jordanian commercial banks in Amman city. Design/methodology/approach Using a sample of 343 branch managers, assistant branch managers and heads of departments in Jordanian commercial banks, who answered a self-administrated questionnaire, data were collected and analysed using structural equation modelling (AMOS 17.0). Findings The results showed that the ECRM success factors (process fit, customer information quality and system support) positively affected customer satisfaction, customer trust and customer retention. Furthermore, the authors discovered that customer satisfaction and customer trust positively influenced customer retention. It was determined that customer satisfaction, customer trust and customer retention positively impact on a business’s financial performance. Originality/value Previous research lacks the link between ECRM success factors and business performance (financial and non-financial).

Website Information Security and Privacy Concerns in 4IR: The Moderating Role of Trust in B2C e-Commerce

10.29007/jlq6 ◽  
2019 ◽  
Author(s):  
Thabang Mofokeng
Keyword(s):  
South Africa ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Success Factors ◽  
Industrial Revolution ◽  
Emerging Market ◽  
Security And Privacy ◽  
Future Research ◽  
Privacy And Security ◽  
Customer Trust

The technology devices introduced in recent years are not only vulnerable to Internet risks but are also unable to elevate the growth of B2C e-commerce. These concerns are particularly relevant today, as the world transitions into the Fourth Industrial Revolution. To date, existing research has largely focused on obstacles to customer loyalty. Studies have tested e-commerce models guided by the establishment of trusting, satisfied and loyal consumers in various international contexts. In South Africa, however, as an emerging market, there has been limited research on the success factors of online shopping.This study examines the influence of security and privacy on trust, seen as a moderator of customer satisfaction, which in turn, has an effect on loyalty towards websites. Based on an exhaustive review of literature, a conceptual model is proposed on the relationships between security and privacy on the one hand, and customer trust, satisfaction and loyalty on the other. A total of 250 structured, self-administered questionnaires was distributed to a purposively selected sample of respondents using face-to-face surveys in Johannesburg, South Africa. A multivariate data analysis technique was used to draw inferences from the data. With an 80.1% response rate, the findings showed that privacy and security do influence customer trust; security strongly influences customer trust and weakly influences satisfaction. In South Africa, customer loyalty towards websites is strongly determined by satisfaction and weakly determined by trust. Trust significantly moderates the effect of customer satisfaction on loyalty. The study implications and limitations are presented and future research directions are suggested.

Role of interaction quality and trust in use of AI-based voice-assistant systems

2021 ◽  
Vol 23 (2) ◽  
pp. 154-170
Author(s):  
One-Ki Daniel Lee ◽  
Ramakrishna Ayyagari ◽  
Farzaneh Nasirian ◽  
Mohsen Ahmadian
Keyword(s):  
Information Quality ◽  
Success Factors ◽  
Survey Methodology ◽  
Research Model ◽  
System Quality ◽  
Quality Factors ◽  
Trust Mechanism ◽  
Content Type ◽  
Interaction Quality ◽  
Assistant Systems

PurposeThe rapid growth of artificial intelligence (AI)-based voice-assistant systems (VASs) has created many opportunities for individuals to use VASs for various purposes in their daily lives. However, traditional quality success factors, such as information quality and system quality, may not be sufficient in explaining the adoption and use of AI-based VASs. This study aims to propose interaction quality as an additional, yet more important quality measure that leads to trust in an AI-based VAS and its adoption. Design/methodology/approachThe authors propose a research model that highlights the importance of interaction quality and trust as underlying mechanisms in the adoption of AI-based VASs. Based on survey methodology and data from 221 respondents, the proposed research model is tested with a partial least squares approach. FindingsThe results suggest that interaction quality and trust are critical factors influencing the adoption of AI-based VASs. The findings also indicate that the impacts of traditional quality factors (i.e. information quality and system quality) occur through interaction quality in the context of AI-based VASs. Originality/valueThis research adds interaction quality as a new quality factor to the traditional quality factors in the information systems success model. Further, given the interactive nature of VASs, the authors use social response theory to explain the importance of the trust mechanism when individuals interact with AI-based VASs. Contribution to Impact

Factors affecting customer satisfaction on online shopping holiday

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shian-Yang Tzeng ◽  
Myriam Ertz ◽  
Myung-Soo Jo ◽  
Emine Sarigöllü
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Information Quality ◽  
Online Shopping ◽  
Theory And Practice ◽  
Two Phase ◽  
Content Type ◽  
Product Return ◽  
Retail Service ◽  
Consumer Dissatisfaction

PurposeSingles' Day (SD) in China is the world's biggest online shopping event while consumer dissatisfaction is also on the rise. Both theory and practice need sharper insights to foster consumer satisfaction, but such knowledge remains sparse in the literature. The current study addresses this void by assessing the effects of online and offline retail service features on consumer satisfaction with SD.Design/methodology/approachA two-phase survey was implemented before and after the SD online shopping holiday, with 594 participants in China. Respondents were randomly selected from unique proprietary databases of merchants in the top-five online product categories in China.FindingsThe findings show that information quality, product quality and savings improve, but product return worsens, customer satisfaction with the online shopping holiday. However, good after-sale service can ease the product return process thereby boosting customer satisfaction.Originality/valueThis paper addresses a research void by studying effectiveness of retail service features on consumer satisfaction with online shopping festivals.

Modelling green customer loyalty and positive word of mouth

2019 ◽  
Vol 15 (3) ◽  
pp. 405-426 ◽  
Author(s):  
Paul Blaise Issock Issock ◽  
Mercy Mpinganjira ◽  
Mornay Roberts-Lombard
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Energy Efficient ◽  
Word Of Mouth ◽  
Environmental Knowledge ◽  
Positive Word ◽  
Content Type ◽  
Consumption Values ◽  
Customer Trust ◽  
Positive Word Of Mouth

Purpose The purpose of this paper is to examine the influence of consumption values, green customer satisfaction and customer trust in energy-efficient labels on green customer loyalty and positive word of mouth (PWOM) towards energy-efficient products, and how environmental knowledge moderates these relationships. Design/methodology/approach A quantitative research approach was followed using a cross-sectional design. Data were collected from 440 consumers in South Africa, who used electronic home appliances that have energy efficiency labels. A structural equation model and a multigroup analysis were used to test the hypothesised relationships. Findings The results revealed that consumption values partially influence green customer satisfaction, which, in turn, affect green customer trust and loyalty, and PWOM. Environmental knowledge only marginally moderates the relationships in the model. Practical implications Green marketing practitioners should work on improving green customer satisfaction, which is central to a sustainable green consumption lifestyle. Originality/value The theoretical contribution of this study is through the application of a multidimensional approach to testing the impact of consumption values on green customer satisfaction. Moreover, this paper provides greater clarity on the specific determinants of PWOM and examines the interplay between green customer loyalty and positive word of mouth towards green products. Furthermore, the moderating effect of environmental knowledge on the relationships in the proposed model is explained.

Competency of Human Resources and Customer Trust on Customer Satisfaction and Its Consequence on Customer Retention in the Hospitality Industry North Sumatra

2020 ◽  
Vol 11 (6) ◽  
pp. 1515
Author(s):  
Yohny ANWAR ◽  
Kiki Farida FERINE ◽  
Nikous Soter SIHOMBING
Keyword(s):  
Customer Satisfaction ◽  
Human Resources ◽  
Human Resource ◽  
Hospitality Industry ◽  
Customer Retention ◽  
The North ◽  
Customer Trust ◽  
North Sumatra

This research was carried out by of the hospitality industry in North Sumatra. The object of this research is human resource competency, customer trust, customer satisfaction and customer retention in the North Sumatra hospitality industry. The Outcome of this study indicates that human resource competence, customer trust, customer satisfaction and customer retention in the hospitality industry in North Sumatra, Indonesia is relatively good. Human resource competency has an Consequence on customer satisfaction. Customer trust Consequences customer satisfaction. Human resource competency has a Consequence on customer retention. Customer trust has a significant Consequence on customer retention. In addition, there is a Consequence of customer satisfaction on customer retention and there are direct and indirect Consequences of human resource competence and customer confidence in customer satisfaction as well as a Consequence on customer retention of the hospitality industry in North Sumatra.

Customer retention is not enough

2005 ◽  
Vol 22 (2) ◽  
pp. 101-105 ◽  
Author(s):  
Stephanie Coyles ◽  
Timothy C. Gokey
Keyword(s):  
Customer Satisfaction ◽  
Design Methodology ◽  
Customer Retention ◽  
Holy Grail ◽  
Content Type ◽  
Spending Patterns ◽  
A Company

PurposeEvery company knows that it costs far less to hold on to a customer than to acquire a new one. That is why customer retention has become the Holy Grail in industries from airlines to wireless. Yet defecting customers are far less of a problem than customers who change their buying patterns. Today's typical metrics of customer satisfaction and defection do not tell a company how susceptible its customers are to changing their spending patterns. This article seeks to investigate this problem.Design/methodology/approachThe investigation was carried out through a two‐year study of the attitudes of 1,200 households toward companies in 16 industries.FindingsMcKinsey found that focusing on smaller changes in customer spending can have as much as ten times more value than concentrating on defections alone.Originality/valueThis is important for those companies that wish to retain their customers.

Rational and emotional factors of customer satisfaction and brand loyalty in a business-to-business setting

2017 ◽  
Vol 32 (1) ◽  
pp. 138-152 ◽  
Author(s):  
Marc Elsäßer ◽  
Bernd W. Wirtz
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Brand Loyalty ◽  
Success Factors ◽  
Brand Image ◽  
Complex Model ◽  
Content Type ◽  
Emotional Factors ◽  
Business Setting ◽  
Business To Business

Purpose Reaching customer satisfaction and brand loyalty in a business-to-business setting is still an area of rising interest to both researchers and practitioners. Compared to consumer branding, there is notably very little known about the success factors of industrial branding and how to convince buyers rationally and emotionally in business-to-business markets. Therefore, this paper aims to examine the success factors of branding in a business-to-business setting and analyze their performance impact on customer satisfaction and brand loyalty. Design/methodology/approach In total, 258 buyers of mechanical and plant engineering companies participated in an online survey. Data analysis was performed by using confirmatory factor analysis and structural equation modeling. Findings The results reveal that rational brand quality consists of the three dimensions, product quality, service quality and distribution quality, whereas consistent advertising style, brand image, country-of-manufacture image and salesperson’s personality are dimensions of emotional brand associations. All dimensions positively influence customer satisfaction and brand loyalty. Originality/value This study offers a certain value compared to the relevant literature mentioned in literature review. Compared to a large majority of the papers, the integration of rational and emotional factors in an integrative and complex model implies novelty. For example, Davis et al. (2008) and Baumgarth and Binckebanck (2011) focus on specific exogenous factors in their studies, namely, brand awareness and brand image, respectively, sales force impact combined with product quality and non-personal communication. In contrast, Van Riel, Pahud de Mortanges and Streukens (2005), Chen et al. (2011) and Chen and Su (2012) conceptualized a more complex model but did not separate rational and emotional factors. Jensen and Klastrup (2008) were the only authors who made this separation, but they did not include well-known emotional success factors such as brand image or country-of-manufacture image in their research model. Furthermore, an endogenous causal chain representing an observable consumer behavior is missing. This paper fills this gap.

Assessing relationship between quality management systems and business performance and its mediators

2018 ◽  
Vol 35 (8) ◽  
pp. 1490-1507 ◽  
Author(s):  
Manjot Singh Bhatia ◽  
Anjali Awasthi
Keyword(s):  
Quality Management ◽  
Environmental Performance ◽  
Business Performance ◽  
Information Quality ◽  
Operating Performance ◽  
Management Systems ◽  
Quality Management Systems ◽  
Content Type ◽  
Design Performance ◽  
Mediating Factors

Purpose The purpose of this paper is to examine the relationship between implementation of quality management systems (QMS) and business performance, through mediating factors (operating performance, information quality, product quality, design performance, environmental performance and competitive priorities). Most of the published literature examines the direct impact of implementation of QMS on business performance, and on some of the above stated factors. However, the impact of implementation of QMS on business performance, through these mediating factors has not received much attention. Accordingly, the authors develop a theoretical framework depicting impact of implementation of QMS on business performance through the above stated factors. Design/methodology/approach The paper proposes several hypotheses linking implementation of QMS, mediating factors and business performance. The hypothesized model is empirically tested using data collected from 120 professionals working in quality engineering/management in India and North America. The collected data are analyzed with the aid of structural equation modeling (SEM) technique. Findings Information quality and design performance have emerged as the important factors in the research. Information quality directly effects design performance, operating performance and environmental performance. The model indicates that besides a well-designed product, managers need to focus on the operating performance to improve overall product quality. Empirical evidence is found regarding direct and indirect effect of implementation of QMS on above stated mediating factors and on business performance. Originality/value The research fills a gap in the literature by considering several mediating factors that aid in improving business performance with implementation of QMS.

scholarly journals Determinan Kepuasan, Kepercayaan dan Loyalitas Pelanggan UKM Sasirangan Melalui Media Sosial Instagram (Studi Pada Pelanggan yang merupakan Followers/Pengikut Kasasiur_Banjar )

2021 ◽  
Vol 5 (1) ◽  
pp. 14-30
Author(s):  
Rizki Adhani ◽  
RR Yulianti Prihatiningrum
Keyword(s):  
User Interface ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Interface Quality ◽  
Customer Trust ◽  
Positive Effect

This study aims to analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Price (X4) on Satisfaction (Y1), analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Satisfaction (Y1) on Trust (Y2) and analyze the influence of Satisfaction (Y1) and Trust (Y2) on Customer Loyalty (Y3).This research is a quantitative study using a survey approach. This research method uses a questionnaire with 150 respondents who are Instagram followers with kasasiur_banjar accounts. In this study using the Non Probability Sampling technique by purposive sampling. Measurement of variables using a Likert scale technique with a scale of weights from 1 to 5. To determine the effect of the studied variables Structural Equation Modeling (SEM) analysis tools are used.The results of the study concluded that User Interface quality has a significant positive effect on customer satisfaction. User Interface quality has a significant positive effect on customer trust. Information quality has a significant positive effect on customer satisfaction. The quality of information t has a significant positive effect on customer trust. Privacy perception has a significant positive effect on customer satisfaction. Privacy perception has a significant positive effect on customer trust. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a significant positive effect on trust. Customer satisfaction has a significant positive effect on customer loyalty. Customer trust has a significant positive effect on customer loyalty. 

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