Top PDF The Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking

The Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking

The Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking

a Faculty of Management, Universiti Teknologi Malaysia, 81310 UTM Skudai, Malaysia b Universiti Pendidikan Sultan Idris, Malaysia Abstract This study examined the relationship and the impacts of e-SQ and e-Satisfaction on e-Loyalty in internet banking. The modified version of E-SERVQUAL instrument was used to determine e-SQ for internet banking service of a commercial bank in Malaysia. Questionnaires were collected randomly from 265 internet banking users. The findings indicated that assurance-fulfillment, efficiency-system availability; privacy, contact-responsiveness and website aesthetics and guide constitute e-SQ for the internet banking service. Website aesthetics and Guide, Efficiency-System availability and Contact-Responsiveness of the internet banking e-SQ were positively affected e-Satisfaction. E-Satisfaction was positively significant to e-Loyalty. E-Satisfaction was found to partially mediate the relationship of Website aesthetics and Guide of e-SQ and customer e-Loyalty. The result highlighted that attractiveness and appearance , and the information and guidance provide by the websites are important features to internet banking users. This finding reflected that in internet banking, beside the technical and functionality aspects of -SQ, such as efficiency, fulfilment and system availability, the aesthetic value and proper guidance of the websites are also crucial to ensure quality of e-SQ that will lead to e-Satisfaction and e-Loyalty.
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Measuring the Impacts of Service Quality on Customer Satisfaction and Customer Loyalty: A Case Study of Vietnam's Supermarket

Measuring the Impacts of Service Quality on Customer Satisfaction and Customer Loyalty: A Case Study of Vietnam's Supermarket

ABSTRACT: This study aims to examine comprehensively the impact of service quality dimensions on both customer satisfaction and customer loyalty as well as the effect of customer satisfaction on the factors of customer loyalty in Vietnam’s supermarkets. Using structural equation modelling and multiple regressions, the study analyzes the opinions of random 500 supermarket customers in Vietnam. Compatible with prior studies, the outcomes indicate that service quality dimensions are crucial antecedents to raise the level of customer satisfaction and customer loyalty. Also, customer satisfaction has moderate impacts on customer loyalty. Finally, the research suggests future directions to develop a better understanding of the impacts of service quality on customer satisfaction and customer loyalty in other jurisdictions and business sectors. Keywords: Service Quality; Customer Satisfaction; Customer Loyalty; Vietnam’s Supermarkets
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Service Quality, Customer Satisfaction, and Customer Loyalty of Internet Banking in Vietnam.

Service Quality, Customer Satisfaction, and Customer Loyalty of Internet Banking in Vietnam.

summarize the following conclusions and suggestions for future studies. The information is summarized in Table 3 displayed that the hypothesis 1, 2, 3, 5 were supported and the hypothesis 4 were rejected. That strongly proved the existence of the reliability, fulfillment, efficiency and website design effect on customer satisfaction. In addition, we also successfully prove customer satisfaction positively influences on customer loyalty. However, rejected proposed hypothesis 4 in this study can be explained by following reasons. According to Lewis and Soureli (2006), defined that trust as “a feeling of security, based primarily on the belief that one party's behavior is guided by favorable intentions towards the best interest of the other” as such on the context of Internet banking in Vietnam, trust is related to risk and insecurity among online customers when they perform financial activities. In Vietnam, customers feel safer to using cash and make directly transaction in bank counters than via Internet, they don’t want to solve the error by themselves as well as customers really worried about that their personal and security information was leaked to others. Specially, it is difficult to change the habits of Vietnam customers who are the slowest to adapt to new technology. The overall findings on the factors affecting customer satisfaction with Internet banking services show that customer expectations towards the quality service have an effect on their satisfaction and loyalty. This would mean that emphasizing in service quality, its convenience and ease of transfers between accounts in the same bank or even cross-bank transfers, accurate transaction, free-error and so on has a significant effect on customer satisfaction. A more satisfied customer means a more loyal customer, which eventually flows through to the bank’s profit (Reichheld and Sasser, 1990). Combined these are key to operating a successful service business. Using these factors to further develop Internet banking system would not be a waste of resources, since commercial banks would see clearly the factors that would lead to meeting customer needs and thus customer satisfaction.
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The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector

The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector

As is the case with most research projects, this study also features some limitations that should be considered. First, the measurement scales which are used for measuring service quality and customer satisfaction are not so optimal for the purpose of this research. Service quality and customer satisfaction should be measured with more comprehensive models which are suggested in the literature, such as the SERVQUAL or National Customer Satisfaction Index methods. Unfortunately, because of the limited resources and the fact that such data is often difficult and costly to collect, this study used a direct scale to measure service quality and customer satisfac- tion. Second, the results presented in this study are based on the analysis of a causal model with cross-sectional data. It is not optimal because the time orders of the constructs, which are one of the important elements in causal model analysis, are ignored. Therefore, definite evidence of a causal effect cannot be inferred. Future research should attempt to collect pooled time series and cross-sectional data in order to investigate the objectives of this study. Moreover, customer satisfaction is found to mediate the relationship between customer loyalty and service quality just partly in the Vietnamese retail banking sector. This raises the question whether there are other constructs which can also explain the impacts of service quality on customer loyalty. These can be used as research questions for future research in the field.
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Service quality, customer satisfaction and loyalty: an empirical analysis of banking sector in Pakistan

Service quality, customer satisfaction and loyalty: an empirical analysis of banking sector in Pakistan

In a competitive market place, understanding customer’s needs is very valuable. Therefore, companies are preferring customers over products nowadays. Satisfaction is the main source of attracting customers (Patterson et al., 1997). Customer loyalty has become a great challenge for companies in the current era (Khalifa & Liu, 2003). In banking sector, it is very important to understand the factors leading to satisfaction, which will evidently lead to loyalty (Vanriel et al., 2001). The competition is increasing day-by-day regarding services in banking sector. It has been observed that Information Technology is replacing the human labor at a rapid rate (Jun & Cai, 2001). It has been proved that organizations need to give more consideration towards customer satisfaction (Parasuraman & Grewal, 2000). Mols (2000) argued that the home-based Internet banking might lead to strong relationships with customers because customer expectations have a tendency to change over time. In the same manner, service quality is another important issue while gaining customer satisfaction. Maintaining service quality is extremely necessary in current and highly competitive banking sector (Mefford, 1993). For this, bankers need to identify the attributes affecting customer satisfaction. Literature gives very limited information related to these attributes (Jun & Cai, 2001). More research should be conducted to know about the attributes leading to customer satisfaction (Parasurman et al., 1991). Service quality has a great impact on firm’s performance . Between academics customer satisfaction and service quality is considered as a distinct feature and bears great importance (Oliver, 1980). Most experts agree that customer satisfaction is a short-term measurement tool where as service quality is a long-term tool (Howcroft et al., 2002). Service quality is determined by the comparison made by the customers between their expectations and experiences (Gurau, 2002; Parasuraman et al., 1988).
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Impact Of Service Quality Of Internet Banking On Customer Satisfaction In Thanamalvila Regional Area.

Impact Of Service Quality Of Internet Banking On Customer Satisfaction In Thanamalvila Regional Area.

This methodology part attributes how the research has been conducted to understand the impacts of service quality of Internet banking on customer satisfaction. Questionnaire is issued to the Internet banking users in Thanamalvila regional area. This methodology part of the research study mainly focuses on discussing those research methods and techniques used by the researcher while justifying the reasons for use those methods. As a very important element of a research study data collection method, tools and the sampling techniques are discussed after the research design. Then the researcher describes the data analyzing methods that are used to find the answers to the research questions. Data presentation methods are also explained.
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SERVICE QUALITY, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY: A STUDY WITH SPECIAL REFERENCE TO INDIAN BANKING INDUSTRIES

SERVICE QUALITY, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY: A STUDY WITH SPECIAL REFERENCE TO INDIAN BANKING INDUSTRIES

The growth in the Indian Banking Industry has been more qualitative than quantitative and it is expected to remain the same in the coming years. Based on the projections made in the "India Vision 2020" prepared by the Planning Commission and the Draft 10th Plan, the report forecasts that the pace of expansion in the balance-sheets of banks is likely to decelerate. The total assets of all scheduled commercial banks by end-March 2010 is estimated at Rs 40,90,000 cores. That will comprise about 65 per cent of GDP at current market prices as compared to 67 per cent in 2002-03. Bank assets are expected to grow at an annual composite rate of 13.4 per cent during the rest of the decade as against the growth rate of 16.7 per cent that existed between 1994-95 and 2002-03. It is expected that there will be large additions to the capital base and reserves on the liability side. The Indian Banking Industry can be categorized into non-scheduled banks and scheduled banks. Scheduled banks constitute of commercial banks and co-operative banks. There are about 67,000 branches of Scheduled banks spread across India. As far as the present scenario is concerned the Banking Industry in India is going through a transitional phase. The Public Sector Banks (PSBs), which are the base of the Banking sector in India account for more than 78 per cent of the total banking industry assets. Unfortunately they are burdened with excessive Non Performing assets (NPAs), massive manpower and lack of modern technology. On the other hand the Private Sector Banks are making tremendous progress. They are leaders in Internet banking, mobile banking, phone banking, ATMs. As far as foreign banks are concerned they are likely to succeed in the Indian Banking Industry. In the Indian Banking Industry some of the Private Sector Banks operating are IDBI Bank, ING Vyasa Bank, SBI Commercial and International Bank Ltd, Bank of Rajasthan Ltd. and banks from the Public Sector include Punjab National bank, Vijaya Bank, UCO Bank, Oriental Bank, Allahabad Bank among others. ANZ Grindlays Bank, ABN-AMRO Bank, American Express Bank Ltd, Citibank are some of the foreign banks operating in the Indian Banking Industry.
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Full relationship between e-service quality, e-customer satisfaction and e-loyalty in internet banking

Full relationship between e-service quality, e-customer satisfaction and e-loyalty in internet banking

Internet banking is one of the increasingly important businesses in electronic business worldwide. Building loyalty in internet banking is significant for banks to guarantee high rate of customer retention and reduced cost for recruiting new customers which leads to long-term profitability. From the banks perspective, to retain their customers, they should try to make customers satisfied with their services and offerings, and this can be achieved through delivering high quality of electronic service (e-SQ). Most studies in e-SQ researches indicated that e-SQ and e- satisfaction have strong correlation and e-SQ is significantly and positively affected e-satisfaction (Zeithaml, 2002). Subsequently, high e-SQ, with high e-satisfaction will contribute to the customer retention and e-loyalty (Parasuraman et al., 2005). This fact makes it important for the banks to have a clear view on the impacts of their internet banking e-SQ and e-satisfaction on e-loyalty to stay in competitive in the market.
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The effect of e-service quality and service quality of Gojek with the mediating role of customer satisfaction on customer loyalty

The effect of e-service quality and service quality of Gojek with the mediating role of customer satisfaction on customer loyalty

5.3.1 Suggestion for Future Research 1. For future study, an additional variable would be a great idea to be included in the next research. Variable such as perceived quality can be included in the research. Therefore, researcher to be able to get a better understanding on the impacts of customer’s satisfaction regarding the services being offered. In addition, further research can develop a more comprehensive model to examine service quality and electronic service quality of online transportation services, based on the moderation of age, for instance.
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Impact of service quality of internet banking on customer satisfaction in Kegalle district.

Impact of service quality of internet banking on customer satisfaction in Kegalle district.

Internet banking still remains as the coherent and most cost-effective channel for the banks as well as for customers. A significant feature of online Banking or internet banking is the permits customers to access their bank accounts 24/7, which is a new experience. Service Quality is the main factor that determines the success or failure of internet banking. Inability to measure the service quality is detrimental to the growth of the internet banking. Customers tend to demand equal or higher levels of service quality based on-line than the traditional services. In this context, the research was carried out to identify the Impact of service quality of Internet banking on customers’ satisfaction in Kegalle district. The study was carried out with three dimensions as reliability, efficiency, and responsiveness to measure the service quality of internet banking and two dimensions to measure the customer satisfaction as customer loyalty and customer attitude. Data were collected using questionnaire within the 200 sample. Based on the findings of the study, it concluded that service quality of internet banking is a good predictor of the customer satisfaction and there is a positive relationship between the service quality of internet banking and customer satisfaction. As well as all the dimensions of the service quality of internet banking are significant predictors of the customer satisfaction. There are no significant differences in level of perceptions regarding the service quality of internet banking by demographic factors.
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RELATIONSHIP AMONG CUSTOMER PERCEIVED VALUE, SATISFACTION, LOYALTY AND SWITCHING COST IN INTERNET BANKING SERVICE

RELATIONSHIP AMONG CUSTOMER PERCEIVED VALUE, SATISFACTION, LOYALTY AND SWITCHING COST IN INTERNET BANKING SERVICE

The present study aims to investigate the relationship among customer perceived value, satisfaction, loyalty and switching cost in internet banking service. The model in this research tries to explain how it work and how this model apply to the market. Traditionally, some previous researches study about customer loyalty (Juy-Shen Chiou, 2004, Serkan Aydin et al., 2005), customer satisfaction (Eugene W.Anderson and Mary W.Sullivan, 1993, Roger Hallowell, 1996) and service quality (Dina Ribbink et al., 2004). Moreover, some researchers also had some studies about internet banking service (Margaret Tan and Thompson S.H.Teo, 2000, Bomil Suh and Ingoo Han, 2003). There have been very limited studies that research about the relationship among customer perceived value, satisfaction, loyalty and switching cost (Zhilin Yang and Robin T.Peterson, 2004, Shun Yin Lam et al, 2004).
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Service Quality, Customer Satisfaction and Customer Loyalty: An Empirical Study on Banks in India

Service Quality, Customer Satisfaction and Customer Loyalty: An Empirical Study on Banks in India

Even though the aforementioned five dimensions have been widely used to measure service quality, several researchers have criticized the validity of the SERVQUAL instrument. For example, Cronin and Taylor [9] indicated that service quality could be best measured based on three factors namely, expectations, performance and importance of several service characteristics such as equipment and service environment, employees appearance and performance and service delivery. In the context, of the banking sector, Gounaris [11] argued that the SERVQUAL model mostly assesses customer perceptions about employees and service environment while it does not account for other critical elements of the service quality such as product innovativeness and price. Hence, it based on the SERVQUAL model suggested that perceived service quality in the context of the banking sector should be consisted of six dimensions namely, employee competence, bank’s reliability, and product innovativeness, value for money, physical evidence and proximity convenience of the bank. Regardless of the way service quality has been measured, its impact on several aspects of consumer behavior is evident. Service quality influences strongly customers’ perceived value, satisfaction, re-visit as well as word-of-mouth intentions [10, 12, 17, 18]. As previously mentioned, most of the researchers agree that service quality impacts indirectly loyalty via satisfaction [4, 14, 8] whereas a number of studies have proved the direct impact of service quality on loyalty. Bloemer [6] revealed that the reliability and efficiency of a service impacts on the level of customers’ loyalty. Similarly, Bloemer [7] highlights that the relationship between service quality and loyalty is unclear and needs further investigation. Hence, the present study examines the impact of bank service quality factors (i.e. employee competence, bank’s reliability, and product innovativeness, value for money, physical evidence and proximity-convenience) on customers’ loyalty.
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The Linkages Effect of Service Quality, Customer Satisfaction and Customer Loyalty of Automobile Financing within the Malaysia Islamic Banking Industry

The Linkages Effect of Service Quality, Customer Satisfaction and Customer Loyalty of Automobile Financing within the Malaysia Islamic Banking Industry

Overall, the correlation results show that there is a significant relationship between service quality dimensions and customer satisfaction, while, the results from regression testing show that only three service quality dimensions have positive effect on customer satisfaction, i.e. after-sales service, empathy and responsiveness, while the rest, i.e. reliability, tangibles, product compliance and assurance are not significant. Regarding those factors, i.e. assurance, product compliance and reliability, even though the items, such as interpersonal skills and knowledge are important, based on this research, customers focus more on other factors, such as after-sales service which are more related to the matters of post purchase experience. Thus, banks should holistically improve the service quality on lower correlated factors, such as assurance, product compliance or reliability in order to improve the overall performance of the bank. Otherwise it is hard for banks to maintain the customer loyalty due to stiff rivalry. Both banks, i.e. Maybank Islamic Berhad and Bank Islam Malaysia Berhad, should exercise good services offer to their customers with regards to officer ability, capability and also product features. One the most important aspects to be countered by banks is the training for their officers. This action should be taken seriously in order to refresh and upgrade the officer skill. As discussed from previous literature and findings of this paper, it is imperative for banks to attain and provide ample training to bank officers regarding service quality. The possible context of the training can be conducted based on the proposed service quality model from this research on how to increase the aspects of service quality, such as after sales services, empathy, responsiveness, tangibles, reliability, product compliance and assurance. The findings of this paper validate the fact that certain facets of service delivery, such as the quality of the human interaction between bank officer and customers, are still important even in today’s phase of information technological advancement. Although Islamic banks should focus and invest in resources of developing internet banking facilities, and improving the access to bank services, Islamic banks also need to pay attention to the unchanging aspect of service quality including the attitude of bank officers. At the end, only by recognising all the dimensions of service quality will the Islamic banking in Malaysia succeed ultimately in fulfilling the customers’ expectations.
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The Influence of Service Quality and Customer Relationship Management on Customer Trust, Satisfaction and Loyalty in Islamic Banking in Pekanbaru City

The Influence of Service Quality and Customer Relationship Management on Customer Trust, Satisfaction and Loyalty in Islamic Banking in Pekanbaru City

This is also evident from the number of banks that implement the dual banking system where conventional banks form Islamic banking units. In fact, there are now a number of Islamic banks that have performed spin-off and are no longer in the form of UUS but BUS. This is due to the rules stated in the Act no. 21 of 2008 concerning Sharia Banking in article 68 paragraph 1 which states that "in the event that a Conventional Commercial Bank having a UUS of which its assets value has reached at least 50% (fifty percent) of the total asset value of its Parent Bank or after 15 (fifteen) years of coming into force of this Act, the Conventional Commercial Bank must conduct a UUS Splitting (spin off) tu turn it into an Islamic Commercial Bank".
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Relationship between Service Quality and Customer Satisfaction:  A study of internet banking

Relationship between Service Quality and Customer Satisfaction: A study of internet banking

1.1.1 E-commerce In the business world e-commerce is thought to be an important topic of discussion. It provides an easy way of transaction through computers (Daniel, Wilson,& Myers, 2002). It provides reformation and reshaping the relationship between the customers and the suppliers. Kalakota and Whinston (1996) defined e-commerce as “the buying and selling of information, products and services through computer networks.” E-commerce is the easiest way for the professionals to use computer transactions. World Wide Web system is the most reliable source of getting the business information and better application solutions. World Wide Web provides the information about buying and selling, distribution, communication, customer services, payment, processing and delivery among customers’ and suppliers. Most of the organizations worldwide are adopting this system because it helps them to market their products and services online and it also helps them assist their customers directly through internet about their respective services and products without any human support. With the help of e- commerce customers can perform wide range of activities e.g. they can change their account settings, securing credit card information or loan, purchasing the required product through online shopping and much more (Molla & Liker, 2002).
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Measuring E Service Quality and Customer Satisfaction with Internet Banking in India

Measuring E Service Quality and Customer Satisfaction with Internet Banking in India

The objective of this study is to measure the e-service quality of internet banking and the relationship with customer satisfaction in India. This study aims to explore the critical factors of e-service quality of internet banking in India and to measure the customers’ satisfaction of internet banking on the identified e-service quality dimensions. A survey method was carried out to acquire data from 650 respondents from India. Exploratory and confirmatory factor analysis was used to identify the dimensions of internet banking. Mul- tiple Regression Analysis was used to test the relationship with e-service qual- ity dimensions and customer satisfaction of internet banking. The study un- covered three factors of e-service quality, namely, “Responsiveness,” “Effi- ciency,” and “Perceived Credibility”. “Responsiveness” found to be the most significant predictor of the e-service quality of internet banking. The study also found that there is a positive relationship exists between e-service quality dimensions and customer satisfaction of internet banking. These findings can be used by banks to improve the service quality of their internet banking ser- vice and thereby to satisfy their customers. The findings open up many busi- ness opportunities to India as well as other Asian countries. The digital pay- ments industry can concentrate on improving the security of the payment systems, gateways, and payment networks. Advanced technologies can be de- veloped to improve the digital payment systems which offer many business opportunities for creating computers, smartphones, and innovation in inter- net and security software. The study findings can be used by banks to im- prove the service quality of internet banking and attract more customers to- wards using this service. The improvement in service quality comprising of responsiveness, efficiency, and perceived credibility automatically leads to the customer satisfaction of internet banking services, which gives competitive advantages to the banks. This study is an attempt to cover both urban and rural population of India to understand the digital mindset by studying the quality perception of internet banking channel.
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The Impact of Service Quality, Customer Satisfaction and Loyalty Programs on Customers Loyalty

The Impact of Service Quality, Customer Satisfaction and Loyalty Programs on Customers Loyalty

The main reason of this study is to know more reliable common services of banking sector which has impact on customer satisfaction and to explore impact of satisfaction on loyalty of customer regarding their relationship with banking. Data is collected from 192 respondents. Convenience sampling method is used. SPSS is used to analyses data and AMOS is used to test the data. Results shows that customer satisfaction and loyalty have positive relationship and there is significant link between them (Zafar, 2012). This study is conducted on customer satisfaction towards banking services of state bank of India. Data is collected through interviews from 150 customers of bank. Chi square test and charts, percentage analysis are used to make analysis. It show there is significant relationship between service and customer satisfaction. (Rabb, 2014).
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THE IMPACT OF ELECTRONIC BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION

THE IMPACT OF ELECTRONIC BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION

Timothy (2012), electronic banking is the utilization of the Internet as a remote supply channel for providing services, such as opening a deposit account, transferring funds among different accounts and electronic bills presentment and payment. Stan (1997) also defined electronic payment as a system of payment in which case transaction is done electronically without the use of cash. Magembe, and Shemi (2002) defined electronic banking as e-business in banking industry. E-banking is the universal term for delivery of banking services and products through electronic outlets, such as the telephone, the internet, cell phone, etc. The range and notion of electronic banking is still growing. It ensures an effective payment and accounting system as a result augmenting the promptness of delivery of banking services significantly (Uppal and Jatana, 2007). Ovia, (2001) claims that electronic banking is an invention of e-commerce in the field of banking and financial services. In what can be regarded as business to consumer purview for balance enquiry, request for cheque-books, stop payment instruction, balance transfer instruction, account opening and other forms of traditional banking services. Banks are also proposing payment services on behalf of their customers who shop indifferent e-shops.
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Empirical Study on the Relationships of Internet Banking Quality, Customer Value, and Customer Satisfaction

Empirical Study on the Relationships of Internet Banking Quality, Customer Value, and Customer Satisfaction

Customer satisfaction is the result of the quality provided by the company. Customer satisfaction is the consumer response to the expectations with actual performance in the consumption process. Satisfaction appears after customers have tried the Internet banking service. It has been proven that customer satisfaction is influenced by internet banking quality and customer value. Good quality will grow the value of customers and ultimately create satisfaction. Satisfaction should continue to be measured to know its levels and fluctuations. The bank should focus on maintaining the performance of the internet banking service in terms of both products, and system reliability. Products that do not provide accurate data will give a sense of dissatisfaction for customers. Therefore, a savings product that is reliable as the data can be kept by the bank. Ease of internet banking operation also continues to be considered. Services that are too difficult to use can lead to customer dissatisfaction.
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Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management and Customer Satisfaction

Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management and Customer Satisfaction

The most dominant contribution in the form of CRM technology is an indicator that is: restaurant provides internet site to submit customer complaints or suggestions, restaurant accomodate internet site for online ordering, the restaurant provides an easy phone number to be contacted. The main factors that affect the success or failure of CRM is technology. With the dominant dimension of CRM technology in forming variable, then the restaurant should be more serious to improve technology-based services in conjunction with CRM. CRM is a way to maintain and create Customer Loyalty. CRM is essentially a collaboration with any customer who is able to create a state that is not detrimental to either party (win win situation). Similar results were also shown by studies Wetsch, Lyle R (2006) which states that by using the theory of justice to investigate the potential impacts that could be caused by the involvement of the customer in the CRM implementation to trust, Customer Satisfaction and Customer Loyalty [15]. Feliks and Panjaitan (2012) also informs the existence of significant impact between CRM with Customer Loyalty [13].
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