Pub Date : 2019-10-01DOI: 10.4018/IJCRMM.2019100103
Abdulla Ali Al Rabeay, K. Sherif
The purpose of this study is to examine the impact of project management planning processes (including team competency and business process re-engineering) and top management support on the success of enterprise resource planning (ERP) system implementation in Qatar. This study adopted a quantitative method to collect data through a survey from employees working in Qatari government ministries that implemented an ERP system in the last 10 years. Partial least square structural equation modeling analysis was used to test the relationship among variables. The findings revealed that project management, top management support and business process re-engineering make a significant contribution to the success of ERP implementation. However, team competency and composition had no significant effect on ERP implementation success. The study recommends that governmental agencies who are planning to implement a new ERP system should consider these factors during the early planning stages in order to successfully implement the system and avoid any delays or overspending in project delivery.
{"title":"Critical Success Factors for Enterprise Resource Planning System Implementation in Qatar","authors":"Abdulla Ali Al Rabeay, K. Sherif","doi":"10.4018/IJCRMM.2019100103","DOIUrl":"https://doi.org/10.4018/IJCRMM.2019100103","url":null,"abstract":"The purpose of this study is to examine the impact of project management planning processes (including team competency and business process re-engineering) and top management support on the success of enterprise resource planning (ERP) system implementation in Qatar. This study adopted a quantitative method to collect data through a survey from employees working in Qatari government ministries that implemented an ERP system in the last 10 years. Partial least square structural equation modeling analysis was used to test the relationship among variables. The findings revealed that project management, top management support and business process re-engineering make a significant contribution to the success of ERP implementation. However, team competency and composition had no significant effect on ERP implementation success. The study recommends that governmental agencies who are planning to implement a new ERP system should consider these factors during the early planning stages in order to successfully implement the system and avoid any delays or overspending in project delivery.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/IJCRMM.2019100103","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41806123","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-10-01DOI: 10.4018/IJCRMM.2019100102
A. Gargoum
Promoting and measuring student satisfaction and happiness is a primary focus of the United Arab Emirates University (UAEU) during the last few years. The aim of this research is to introduce and test a conceptual model of students' satisfaction in the (UAEU). A survey instrument designed and used for this purpose. Data (n = 498) were gathered on students from nine colleges of the UAEU. Exploratory and confirmatory factor analyses were implemented using structural equation modelling to test the proposed research model and hypothesis, which were based on a modified Parasuraman's SERVQUAL measurement tool. The results indicated that quality (service/ program) has significant impact on students' satisfaction and consequently on their happiness. Correlations between the quality constructs and the students' satisfaction were statistically significant. The study has shown that program quality, in terms of the university reputation, has the most influence, among quality constructs, towards confirming students' satisfaction. Moreover, results indicated, in general, that UAEU was successful in gaining student's satisfaction. These findings should encourage the academic authorities to support service and program quality more, in order to enhance students' satisfaction and ensure their happiness.
{"title":"Determinants of Student Satisfaction in Higher Education","authors":"A. Gargoum","doi":"10.4018/IJCRMM.2019100102","DOIUrl":"https://doi.org/10.4018/IJCRMM.2019100102","url":null,"abstract":"Promoting and measuring student satisfaction and happiness is a primary focus of the United Arab Emirates University (UAEU) during the last few years. The aim of this research is to introduce and test a conceptual model of students' satisfaction in the (UAEU). A survey instrument designed and used for this purpose. Data (n = 498) were gathered on students from nine colleges of the UAEU. Exploratory and confirmatory factor analyses were implemented using structural equation modelling to test the proposed research model and hypothesis, which were based on a modified Parasuraman's SERVQUAL measurement tool. The results indicated that quality (service/ program) has significant impact on students' satisfaction and consequently on their happiness. Correlations between the quality constructs and the students' satisfaction were statistically significant. The study has shown that program quality, in terms of the university reputation, has the most influence, among quality constructs, towards confirming students' satisfaction. Moreover, results indicated, in general, that UAEU was successful in gaining student's satisfaction. These findings should encourage the academic authorities to support service and program quality more, in order to enhance students' satisfaction and ensure their happiness.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/IJCRMM.2019100102","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47959884","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-07-01DOI: 10.4018/IJCRMM.2019070104
Obinna Udodiri Nkwocha, J. Hussain, H. El-Gohary, D. Edwards, Ernest Ovia
Group lending mechanisms have increasingly become popular among microfinance providers in recent years. This is largely due to its ability to leverage joint liability to increase loan repayments whilst promoting an entrepreneurial spirit among borrowers. Meanwhile, a group-lending mechanism is also very important in promoting women's empowerment through cooperative engagements of all group members. However, the effectiveness of the group lending methodology in the delivery of microfinance within a developing country context is largely under-researched. Using data from extensive focus groups interviews of women borrowers held in Nigeria among participants from 150 different groups, this article analyses the dynamics of group lending mechanism (group formation, peer monitoring, pressure and support). The article widens the current narrow literature on group leaders by providing a detailed empirical account of the activities of group leaders in a microfinance intervention. The findings showed that because group leaders are primarily held liable for loan delinquency of group members, they are more highly motivated than other members to monitor and pressure members. The results also suggest that while group leaders were found to perform vital roles, some of these group leaders abused their positions in ways that undermine group cohesion and microfinance sustainability. Lastly, the article introduces the “multiple card phenomenon” in group-based microfinance intervention.
{"title":"Dynamics of Group Lending Mechanism and the Role of Group Leaders in Developing Countries","authors":"Obinna Udodiri Nkwocha, J. Hussain, H. El-Gohary, D. Edwards, Ernest Ovia","doi":"10.4018/IJCRMM.2019070104","DOIUrl":"https://doi.org/10.4018/IJCRMM.2019070104","url":null,"abstract":"Group lending mechanisms have increasingly become popular among microfinance providers in recent years. This is largely due to its ability to leverage joint liability to increase loan repayments whilst promoting an entrepreneurial spirit among borrowers. Meanwhile, a group-lending mechanism is also very important in promoting women's empowerment through cooperative engagements of all group members. However, the effectiveness of the group lending methodology in the delivery of microfinance within a developing country context is largely under-researched. Using data from extensive focus groups interviews of women borrowers held in Nigeria among participants from 150 different groups, this article analyses the dynamics of group lending mechanism (group formation, peer monitoring, pressure and support). The article widens the current narrow literature on group leaders by providing a detailed empirical account of the activities of group leaders in a microfinance intervention. The findings showed that because group leaders are primarily held liable for loan delinquency of group members, they are more highly motivated than other members to monitor and pressure members. The results also suggest that while group leaders were found to perform vital roles, some of these group leaders abused their positions in ways that undermine group cohesion and microfinance sustainability. Lastly, the article introduces the “multiple card phenomenon” in group-based microfinance intervention.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/IJCRMM.2019070104","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46777872","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-07-01DOI: 10.4018/IJCRMM.2019070103
Hamza Saad Mohamed Saad
This study examines the adoption and use of smartphones as a source of news by Egyptian university students. The study was applied on a random sample of 400 university students, whom already have smartphones. This study was guided by the uses and gratification theory to explore the use of smartphones among university students as a news resource. The study used quantitative research methodology in the form of a survey. Information was collected using a self-administrated questionnaire between March 2018 and April 2018. Findings showed that although Egypt is not one of the oil-rich countries, most of the university students are heavy smartphone users and the vast majority (87.5%) of them are accessing news via their smartphones. More importantly, the findings revealed that university students mainly used smartphones to get general information (47.5%), Egypt's news (37.5%), entertainment (29.25%) and follow world's news (27.75%). Finally, findings showed that (70%) of students use their smartphones to follow current affairs, while 67.5% said that smartphones helpe them to communicate with their friends.
{"title":"The Adoption and Usage of Smartphone Media Technologies as A Source of News by Egyptian University Students","authors":"Hamza Saad Mohamed Saad","doi":"10.4018/IJCRMM.2019070103","DOIUrl":"https://doi.org/10.4018/IJCRMM.2019070103","url":null,"abstract":"This study examines the adoption and use of smartphones as a source of news by Egyptian university students. The study was applied on a random sample of 400 university students, whom already have smartphones. This study was guided by the uses and gratification theory to explore the use of smartphones among university students as a news resource. The study used quantitative research methodology in the form of a survey. Information was collected using a self-administrated questionnaire between March 2018 and April 2018. Findings showed that although Egypt is not one of the oil-rich countries, most of the university students are heavy smartphone users and the vast majority (87.5%) of them are accessing news via their smartphones. More importantly, the findings revealed that university students mainly used smartphones to get general information (47.5%), Egypt's news (37.5%), entertainment (29.25%) and follow world's news (27.75%). Finally, findings showed that (70%) of students use their smartphones to follow current affairs, while 67.5% said that smartphones helpe them to communicate with their friends.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/IJCRMM.2019070103","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48060882","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-07-01DOI: 10.4018/IJCRMM.2019070102
A. Kashyap, Ajay Kumar
Value-based business strategies are acquiring attention throughout the world. Retailing in India has distinct challenges. The diversity in its population largely affects its retail characteristics. Understanding customer perceived values and developing appropriate strategies is the only way to succeed. The proposed study is designed to explore and validate the customer perceived mall values in an Indian context. To accomplish the objectives, samples were taken from malls located in central India. A total of 257 samples were utilised to conclude the results. As the factor analysis remains a dynamic field of research studies in marketing, EFA and CFA is used to examine the data. The study results show seven customer-perceived mall values: convenience value, epistemic value, exploration value, monetary saving value, self-gratification value, social interaction value, and enjoyment-seeking value. At the end of the study useful managerial implications are provided to mall managers and operators.
{"title":"Understanding Customer Perceived Mall Values","authors":"A. Kashyap, Ajay Kumar","doi":"10.4018/IJCRMM.2019070102","DOIUrl":"https://doi.org/10.4018/IJCRMM.2019070102","url":null,"abstract":"Value-based business strategies are acquiring attention throughout the world. Retailing in India has distinct challenges. The diversity in its population largely affects its retail characteristics. Understanding customer perceived values and developing appropriate strategies is the only way to succeed. The proposed study is designed to explore and validate the customer perceived mall values in an Indian context. To accomplish the objectives, samples were taken from malls located in central India. A total of 257 samples were utilised to conclude the results. As the factor analysis remains a dynamic field of research studies in marketing, EFA and CFA is used to examine the data. The study results show seven customer-perceived mall values: convenience value, epistemic value, exploration value, monetary saving value, self-gratification value, social interaction value, and enjoyment-seeking value. At the end of the study useful managerial implications are provided to mall managers and operators.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/IJCRMM.2019070102","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44735966","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-07-01DOI: 10.4018/IJCRMM.2019070101
Vincenzo Basile
The pharmaceutical industry has begun to exploit the potential of brand management very late compared to other industry. From 2013 to 2017, pharmaceutical companies have worked on the brand rather than on patents, following the example of companies operating in the consumer goods industry. This drives companies to adopt branding strategies that tend to explore the potential of the brand, which until then had remained unexpressed in the pharmaceutical sector. The analysis is focused on over-the-counter (OTC) drugs, a category of pharmaceutical products in which companies have managed to better express the brand's potential, also because they are not subject to prescription or strict regulations. The objective of this article is to analyze: a) at first, the levers of creating brand equity for OTC drugs and b) to evaluate subsequently, the impact of the non-conventional communication of this type of drugs on the consumer in the Italian market. The research methodology used was qualitative and quantitative, based on a dual approach. In the first phase through a comparative case studies of companies operating in the pharmaceutical industry. In the second phase with a field research through a consumer questionnaire and analyzing the data with a statistical-descriptive method. The research results show that the traditional drug selection criteria still prevail, such as the experience and the advice of the doctor and pharmacist, but a non-negligible percentage of consumers considers the brand and the way in which it is communicated also important. in the pharmaceutical sector for their choices. Therefore, managers should exploit this important brand awareness on the part of consumers, implementing appropriate strategies of line or brand extention. Lastly, managers should develop unconventional marketing tools for OTC products, which build consumer experiences that go beyond the mere therapeutic functionality of the product.
{"title":"Building a Strong Brand Equity in Pharmaceutical Industry","authors":"Vincenzo Basile","doi":"10.4018/IJCRMM.2019070101","DOIUrl":"https://doi.org/10.4018/IJCRMM.2019070101","url":null,"abstract":"The pharmaceutical industry has begun to exploit the potential of brand management very late compared to other industry. From 2013 to 2017, pharmaceutical companies have worked on the brand rather than on patents, following the example of companies operating in the consumer goods industry. This drives companies to adopt branding strategies that tend to explore the potential of the brand, which until then had remained unexpressed in the pharmaceutical sector. The analysis is focused on over-the-counter (OTC) drugs, a category of pharmaceutical products in which companies have managed to better express the brand's potential, also because they are not subject to prescription or strict regulations. The objective of this article is to analyze: a) at first, the levers of creating brand equity for OTC drugs and b) to evaluate subsequently, the impact of the non-conventional communication of this type of drugs on the consumer in the Italian market. The research methodology used was qualitative and quantitative, based on a dual approach. In the first phase through a comparative case studies of companies operating in the pharmaceutical industry. In the second phase with a field research through a consumer questionnaire and analyzing the data with a statistical-descriptive method. The research results show that the traditional drug selection criteria still prevail, such as the experience and the advice of the doctor and pharmacist, but a non-negligible percentage of consumers considers the brand and the way in which it is communicated also important. in the pharmaceutical sector for their choices. Therefore, managers should exploit this important brand awareness on the part of consumers, implementing appropriate strategies of line or brand extention. Lastly, managers should develop unconventional marketing tools for OTC products, which build consumer experiences that go beyond the mere therapeutic functionality of the product.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/IJCRMM.2019070101","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49033355","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-04-01DOI: 10.4018/IJCRMM.2019040104
Geraldene Fynn-Green, Roger B. Mason, A. Giampiccoli
This article provides insight into the literature on consumer perceptions towards organic fruit and vegetables, attempting to identify factors that influence purchasing practices. Several supermarkets and fresh food markets in South Africa are now selling organically produced food items and consequently provide consumers with an alternative to conventionally grown food. However, limited research has been conducted in South Africa regarding consumer awareness and knowledge pertaining to organic produce and how consumer perceptions affect their purchasing practices. This article therefore provides a background to the organic food market in South Africa. From available literature, the article then goes on to explain the consumer behavior related to purchasing organic food produce, specifically with regard to socio-economic demographics and factors influencing willingness to pay a premium for organic produce. The article culminates in suggestions for further research to improve knowledge and understanding of the organic produce consumer in South Africa.
{"title":"Factors That Influence Perceptions and Purchasing of Organic Produce by South African Consumers","authors":"Geraldene Fynn-Green, Roger B. Mason, A. Giampiccoli","doi":"10.4018/IJCRMM.2019040104","DOIUrl":"https://doi.org/10.4018/IJCRMM.2019040104","url":null,"abstract":"This article provides insight into the literature on consumer perceptions towards organic fruit and vegetables, attempting to identify factors that influence purchasing practices. Several supermarkets and fresh food markets in South Africa are now selling organically produced food items and consequently provide consumers with an alternative to conventionally grown food. However, limited research has been conducted in South Africa regarding consumer awareness and knowledge pertaining to organic produce and how consumer perceptions affect their purchasing practices. This article therefore provides a background to the organic food market in South Africa. From available literature, the article then goes on to explain the consumer behavior related to purchasing organic food produce, specifically with regard to socio-economic demographics and factors influencing willingness to pay a premium for organic produce. The article culminates in suggestions for further research to improve knowledge and understanding of the organic produce consumer in South Africa.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/IJCRMM.2019040104","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46998998","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-04-01DOI: 10.4018/IJCRMM.2019040102
N. Easa
The present research reviews the literature had been done on knowledge management (KM) in the banking industry in different countries and provides further guidelines to ensure successful implementation of KM in banks. The findings indicated that the application of KM in banks started at the World Bank in 1996 and was followed by banks in several developed countries then spread out to different places in developing counties. The majority of banks in Western developed countries such as the UK and USA, Canada and Germany, are both human- and technology-oriented in terms of managing knowledge. The majority of KM studies in developing counties were exploratory using quantitative data to investigate to what extent these banks were aware of the importance of KM and how they practiced KM. Additionally, little research had been done to link KM in banks to different topics such as innovation, customer relation management and risk management. Finally, literature provided considerable conclusion to enhance effective KM implementations in banks.
{"title":"Knowledge Management at Banking Industry","authors":"N. Easa","doi":"10.4018/IJCRMM.2019040102","DOIUrl":"https://doi.org/10.4018/IJCRMM.2019040102","url":null,"abstract":"The present research reviews the literature had been done on knowledge management (KM) in the banking industry in different countries and provides further guidelines to ensure successful implementation of KM in banks. The findings indicated that the application of KM in banks started at the World Bank in 1996 and was followed by banks in several developed countries then spread out to different places in developing counties. The majority of banks in Western developed countries such as the UK and USA, Canada and Germany, are both human- and technology-oriented in terms of managing knowledge. The majority of KM studies in developing counties were exploratory using quantitative data to investigate to what extent these banks were aware of the importance of KM and how they practiced KM. Additionally, little research had been done to link KM in banks to different topics such as innovation, customer relation management and risk management. Finally, literature provided considerable conclusion to enhance effective KM implementations in banks.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/IJCRMM.2019040102","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49058553","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-04-01DOI: 10.4018/IJCRMM.2019040103
H. Al-dmour, Wasim Khalil Ali, R. Al-Dmour
This article examines how customer engagement influences customer satisfaction, experience, trust, and loyalty in the context of mobile banking as well as the role of customer experience and trust as mediating variables in customer engagement with customer satisfaction and customer loyalty. For these purposes, a conceptual framework based on the content analysis of the previous studies was developed. The data for this research were collected from 406 customers using mobile banking services in Jordan. The responses are verified using structural equation modelling. Customer engagement positively influences customer trust and experience, while the impact of customer engagement on customer satisfaction and loyalty is partially mediated by customer trust. The study findings may aid future researchers in their quest in understanding the inherent relationships that lie between the constructs' questions and may provide a platform for banking managers in their efforts to improve their online banking customers satisfaction.
{"title":"The Relationship Between Customer Engagement, Satisfaction, and Loyalty","authors":"H. Al-dmour, Wasim Khalil Ali, R. Al-Dmour","doi":"10.4018/IJCRMM.2019040103","DOIUrl":"https://doi.org/10.4018/IJCRMM.2019040103","url":null,"abstract":"This article examines how customer engagement influences customer satisfaction, experience, trust, and loyalty in the context of mobile banking as well as the role of customer experience and trust as mediating variables in customer engagement with customer satisfaction and customer loyalty. For these purposes, a conceptual framework based on the content analysis of the previous studies was developed. The data for this research were collected from 406 customers using mobile banking services in Jordan. The responses are verified using structural equation modelling. Customer engagement positively influences customer trust and experience, while the impact of customer engagement on customer satisfaction and loyalty is partially mediated by customer trust. The study findings may aid future researchers in their quest in understanding the inherent relationships that lie between the constructs' questions and may provide a platform for banking managers in their efforts to improve their online banking customers satisfaction.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/IJCRMM.2019040103","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45356107","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-01-01DOI: 10.4018/IJCRMM.2019010104
H. M. Ahmed
This article analyzes the impact of customer churn factors on improving the customer loyalty towards telecommunication service providers in Egypt. To accomplish this, a descriptive method is used. 1500 unique e-mails of customers of telecommunication service providers who have used telecommunication services of these providers were randomly selected. With a 25.6% response rate, the questionnaires were distributed through email and self-administered for data collection. Linear regression analysis was used on the responses. The results showed that there is a statistically significant relationship between customer churn factors and customer loyalty to improve factors and increase loyalty achievement to the telecommunication service providers in Egypt, The implications of the study are that the providers should better manage their relationships with the customers as a competitive policy in the telecommunication service marketplace. It can do that by customer churn management to decrease churn rate and increase customer loyalty.
{"title":"The Impact of Customer Churn Factors (CCF) on Customer's Loyalty","authors":"H. M. Ahmed","doi":"10.4018/IJCRMM.2019010104","DOIUrl":"https://doi.org/10.4018/IJCRMM.2019010104","url":null,"abstract":"This article analyzes the impact of customer churn factors on improving the customer loyalty towards telecommunication service providers in Egypt. To accomplish this, a descriptive method is used. 1500 unique e-mails of customers of telecommunication service providers who have used telecommunication services of these providers were randomly selected. With a 25.6% response rate, the questionnaires were distributed through email and self-administered for data collection. Linear regression analysis was used on the responses. The results showed that there is a statistically significant relationship between customer churn factors and customer loyalty to improve factors and increase loyalty achievement to the telecommunication service providers in Egypt, The implications of the study are that the providers should better manage their relationships with the customers as a competitive policy in the telecommunication service marketplace. It can do that by customer churn management to decrease churn rate and increase customer loyalty.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/IJCRMM.2019010104","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43740590","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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