Pub Date : 2024-02-11DOI: 10.4236/ojbm.2023.113061
Wenbo Lyu, Jiayi Zhu, Yunan Ding, Keming Zhang
This paper proposes a referencable pattern of the recovery of the consumption sector, a new dimension to observe and evaluate the intrinsic value of the consumption sector, and proposes the concept of sensory-based consumption and the ranking of the weights of different categories;creates the concept of digital consumption index, coupled with digital RMB index and China-style digital economy index. Finally we explain the internal logic of digital consumption as a consumption upgrade tool and a higher valuation target in the context of China's economic performance in 2022 and the Chinese government's policy in 2023, leading to the investment strategy of roller conduction effect.
{"title":"An Analysis of the Recovery Path of the Consumer Sector in the Post-Pandemic Era","authors":"Wenbo Lyu, Jiayi Zhu, Yunan Ding, Keming Zhang","doi":"10.4236/ojbm.2023.113061","DOIUrl":"https://doi.org/10.4236/ojbm.2023.113061","url":null,"abstract":"This paper proposes a referencable pattern of the recovery of the consumption sector, a new dimension to observe and evaluate the intrinsic value of the consumption sector, and proposes the concept of sensory-based consumption and the ranking of the weights of different categories;creates the concept of digital consumption index, coupled with digital RMB index and China-style digital economy index. Finally we explain the internal logic of digital consumption as a consumption upgrade tool and a higher valuation target in the context of China's economic performance in 2022 and the Chinese government's policy in 2023, leading to the investment strategy of roller conduction effect.","PeriodicalId":411102,"journal":{"name":"Open Journal of Business and Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2024-02-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139785502","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 : 2024-02-11DOI: 10.4236/ojbm.2023.113061
Wenbo Lyu, Jiayi Zhu, Yunan Ding, Keming Zhang
This paper proposes a referencable pattern of the recovery of the consumption sector, a new dimension to observe and evaluate the intrinsic value of the consumption sector, and proposes the concept of sensory-based consumption and the ranking of the weights of different categories;creates the concept of digital consumption index, coupled with digital RMB index and China-style digital economy index. Finally we explain the internal logic of digital consumption as a consumption upgrade tool and a higher valuation target in the context of China's economic performance in 2022 and the Chinese government's policy in 2023, leading to the investment strategy of roller conduction effect.
{"title":"An Analysis of the Recovery Path of the Consumer Sector in the Post-Pandemic Era","authors":"Wenbo Lyu, Jiayi Zhu, Yunan Ding, Keming Zhang","doi":"10.4236/ojbm.2023.113061","DOIUrl":"https://doi.org/10.4236/ojbm.2023.113061","url":null,"abstract":"This paper proposes a referencable pattern of the recovery of the consumption sector, a new dimension to observe and evaluate the intrinsic value of the consumption sector, and proposes the concept of sensory-based consumption and the ranking of the weights of different categories;creates the concept of digital consumption index, coupled with digital RMB index and China-style digital economy index. Finally we explain the internal logic of digital consumption as a consumption upgrade tool and a higher valuation target in the context of China's economic performance in 2022 and the Chinese government's policy in 2023, leading to the investment strategy of roller conduction effect.","PeriodicalId":411102,"journal":{"name":"Open Journal of Business and Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2024-02-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139845312","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 : 2023-05-13DOI: 10.4236/ojbm.2023.111007
Daniel Nkansah, Raymond Gyimah, D. Sarpong, James Kwasi Annan
Micro, small and medium enterprises (MSMEs) across the globe have been the major victims of the COVID-19 pandemic, which has plunged the business world into a serious crisis. However, Employee Engagement (EE) has been labeled as an essential nutrient that organizations need in order to survive in these turbulent times. This study was to examine the effect of EE on Employee Performance during the COVID-19 pandemic and how this relationship is moderated by job demands. The study used a sample size of 395 respondents who were chosen from a variety of MSMEs via a convenience sampling method. The study used a survey questionnaire approach as the main method for collecting primary data. The result of the correlation analysis showed that there was a significant relationship between EE and employee performance. It was revealed that job resources moderated the relationship between EE and employee performance. Finally, the result showed that job resources had a significant effect on EE. Thus, it can be concluded that, in the face of COVID-19, EE is a significant predictor of the performance of employees in the MSMEs sector.
{"title":"The Effect of Employee Engagement on Employee Performance in Ghana’s MSMEs Sector during COVID-19: The Moderating Role of Job Resources","authors":"Daniel Nkansah, Raymond Gyimah, D. Sarpong, James Kwasi Annan","doi":"10.4236/ojbm.2023.111007","DOIUrl":"https://doi.org/10.4236/ojbm.2023.111007","url":null,"abstract":"Micro, small and medium enterprises (MSMEs) across the globe have been the major victims of the COVID-19 pandemic, which has plunged the business world into a serious crisis. However, Employee Engagement (EE) has been labeled as an essential nutrient that organizations need in order to survive in these turbulent times. This study was to examine the effect of EE on Employee Performance during the COVID-19 pandemic and how this relationship is moderated by job demands. The study used a sample size of 395 respondents who were chosen from a variety of MSMEs via a convenience sampling method. The study used a survey questionnaire approach as the main method for collecting primary data. The result of the correlation analysis showed that there was a significant relationship between EE and employee performance. It was revealed that job resources moderated the relationship between EE and employee performance. Finally, the result showed that job resources had a significant effect on EE. Thus, it can be concluded that, in the face of COVID-19, EE is a significant predictor of the performance of employees in the MSMEs sector.","PeriodicalId":411102,"journal":{"name":"Open Journal of Business and Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-05-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115147604","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}
George William Lokko, Yang Li, F. Sarpong, Larsey Naphtali Akwetteh
The study examined the specific factors that influence management share holdings and how this impact on the value of the firm in Ghana. The study specifically sought to find the relationship existing between managerial ownership and firm worth, non-linear relationship between managerial ownership and firm value, how managerial ownership and firm value are affected by size of firm and firm growth opportunities. Using secondary data from Ghana Stock Exchange from the period of 2015 to 2019, ten financial institutions (Banks) and ten non-financial institutions (non-bank) were purposively selected for the study, considering data availability and accessibility. Inferential statistics was adopted in analysing the data collected. The study found a weak positive linear relationship between firm worth and management’s share holdings in the organization. The findings from the second research question revealed that the nature of the bond between management share holdings and firm value was the fact that it was nonlinear, however with no visible description of shape but rather fluctuating in nature. The study further found that there is a moderately weak positive association between firm worth and management share of holdings of the organization in the presence of firm size. The findings from the final research questions also revealed that connection between firm value and management holding of share is influenced by firm growth opportunities. The study recommends the development of a more robust and parsimonious model in the examination of the association between management ownership share and firm size to help improve on the strength and nature of the relationship as was revealed by weak correlation and coefficient of determination values.
{"title":"Management Share Proprietory and Firm Value: Are There Peculiar Determinants?","authors":"George William Lokko, Yang Li, F. Sarpong, Larsey Naphtali Akwetteh","doi":"10.4236/ojbm.2021.96146","DOIUrl":"https://doi.org/10.4236/ojbm.2021.96146","url":null,"abstract":"The study examined the specific factors that influence management share \u0000holdings and how this impact on the value of the firm in Ghana. The study \u0000specifically sought to find the relationship existing between managerial \u0000ownership and firm worth, non-linear relationship between managerial ownership \u0000and firm value, how managerial ownership and firm value are affected by size of \u0000firm and firm growth opportunities. Using secondary data from Ghana Stock \u0000Exchange from the period of 2015 to 2019, ten financial institutions (Banks) \u0000and ten non-financial institutions (non-bank) were purposively selected for the \u0000study, considering data availability and accessibility. Inferential statistics \u0000was adopted in analysing the data collected. The study found a weak positive linear relationship between firm worth and \u0000management’s share holdings in the organization. The findings from the \u0000second research question revealed that the \u0000nature of the bond between management share holdings and firm value was the \u0000fact that it was nonlinear, however with no visible description of shape but \u0000rather fluctuating in nature. The study further found that there is a moderately weak positive association \u0000between firm worth and management share of holdings of the organization \u0000in the presence of firm size. The findings from the final research questions \u0000also revealed that connection between firm value and management holding of \u0000share is influenced by firm growth \u0000opportunities. The study recommends the development of a more robust and \u0000parsimonious model in the examination of the \u0000association between management ownership share and firm size to help improve on \u0000the strength and nature of the relationship as was revealed by weak correlation \u0000and coefficient of determination values.","PeriodicalId":411102,"journal":{"name":"Open Journal of Business and Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-10-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127649638","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}
This paper commences by examining historical perspectives and the emergence of the concept in organizations. It is important to analyze the historical background of sustainability in order to document the theoretical approaches that have shaped it and continue to inform development in sustainability practices among organizations. Furthermore, the thin line between CS or sustainability and CSR has been noted, with the latter seemingly contributing a small part of the holistic concept of sustainable development. It also provides a theoretical construction and conceptualization of sustainability, as well as detailed perspectives on its importance and major drivers, both in the past and in the modern context. Finally, the paper documents the relevant models that explain the concept.
{"title":"Historical Perspectives and the Emergence of the Sustainability Concept in Organizations","authors":"Hassan Haidar","doi":"10.4236/ojbm.2021.95123","DOIUrl":"https://doi.org/10.4236/ojbm.2021.95123","url":null,"abstract":"This \u0000paper commences by examining historical perspectives and the emergence of the concept \u0000in organizations. It is important to analyze the historical background of \u0000sustainability in order to document the theoretical approaches that have shaped \u0000it and continue to inform development in sustainability practices among \u0000organizations. Furthermore, the thin line between CS or sustainability and CSR \u0000has been noted, with the latter seemingly contributing a small part of the \u0000holistic concept of sustainable development. It also provides a theoretical \u0000construction and conceptualization of sustainability, as well as detailed \u0000perspectives on its importance and major drivers, both in the past and in the \u0000modern context. Finally, the paper documents the relevant models that explain \u0000the concept.","PeriodicalId":411102,"journal":{"name":"Open Journal of Business and Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-08-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115809950","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}
Organizational commitment has a significant positive association with employee work engagement. Comparatively, organizational leaders recognize the value and competitive advantage of inspiring employee work engagement for sustainability in their industry. Numerous studies confirm that ethical leadership predicts organizational commitment. However, as of 2019, research suggested that alternative ethical leadership theories were needed to explain the influence on work engagement better. This study aimed to investigate the predictive power of Foundational Leadership Theory (FLT) developed by Fuller in 2021. FLT is an inward (internal) and outward (employee perceived) examination of ethical decisions based on integrity, assurance, and pragmatism. The findings were based on responses from 248 full-time employees across various industries in the United States of America. Pearson correlation and regression analysis revealed that integrity, assurance, and pragmatism predicted positive employee work engagement. FLT is a new theory and advances our understanding of employee commitment and work engagement in an organization. Human resource managers (HRM) recognized that employee enthusiasm is reflected in their work engagement. Therefore, leaders who rely on FLT are more likely to maintain a competitive advantage by creating or improving employee enthusiasm and engagement on the job.
{"title":"Foundational Leadership Theory: An Ethical Leadership Approach to Developing Positive Employee Work Engagement","authors":"LaJuan Perronoski Fuller","doi":"10.4236/ojbm.2021.95113","DOIUrl":"https://doi.org/10.4236/ojbm.2021.95113","url":null,"abstract":"Organizational commitment has a significant positive association with \u0000employee work engagement. Comparatively, organizational leaders recognize the \u0000value and competitive advantage of inspiring employee work engagement for \u0000sustainability in their industry. Numerous studies confirm that ethical \u0000leadership predicts organizational commitment. However, as of 2019, research \u0000suggested that alternative ethical leadership theories were needed to explain \u0000the influence on work engagement better. This study aimed to investigate the \u0000predictive power of Foundational Leadership Theory (FLT) developed by Fuller in \u00002021. FLT is an inward (internal) and outward (employee perceived) examination \u0000of ethical decisions based on integrity, assurance, and pragmatism. The \u0000findings were based on responses from 248 full-time employees across various \u0000industries in the United States of America. Pearson correlation and regression \u0000analysis revealed that integrity, assurance, and pragmatism predicted positive \u0000employee work engagement. FLT is a new theory and advances our understanding of \u0000employee commitment and work engagement in an organization. Human resource \u0000managers (HRM) recognized that employee enthusiasm is reflected in their work \u0000engagement. Therefore, leaders who rely on FLT are more likely to maintain a \u0000competitive advantage by creating or improving employee enthusiasm and \u0000engagement on the job.","PeriodicalId":411102,"journal":{"name":"Open Journal of Business and Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-08-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131697754","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}
Currently e-commerce has developed to be a vital part of business activities and our daily lives. The effects of globalization and swift developments are experienced in information and technology level of e-commerce. Tax administrators in Nigeria are being confronted with myriads of challenges and difficulties adapting to the new information technology, “digitalization”. They aimed at examining the effect of adoption of e-taxation on revenue generation in Nigeria on social media companies operating in Nigeria’s Internet domain. The study adopted a causal research design. This is a design which explores the effect of one variable on another. The study revealed that an element of change in the standard regulations among the tax authority (FIRS) for about 5.221, will give way for benefits of revenue generation within social media companies operating in Nigeria’s Internet domain, which explains that FIRS faces challenges on modalities of taxing online companies and they can do more by implementing policies in consonant with social media companies in Nigeria. The study concludes that the country’s major challenge of e-commerce as it relates to its tax system has been that the laws governing direct taxes are at the moment inadequate and out of date; they are premised on the concept of permanent establishment as defined in the double tax treaties and recommend that efforts should be made to set up a tax intermediation body. This body ought to be relevant for the digital world, utilize Internet Service Providers (ISPs) as a responsible authority for the collection, calculation and payment of electronic tax.
{"title":"The Nigerian Tax Policy on E-Commerce on Social Media: A Study of E-Informal Sector","authors":"Ruth Agwom Panle, Arinzechukwu Jude Okpara","doi":"10.4236/ojbm.2021.95119","DOIUrl":"https://doi.org/10.4236/ojbm.2021.95119","url":null,"abstract":"Currently e-commerce has developed to be a vital part of business \u0000activities and our daily lives. The effects of globalization and swift developments are experienced in \u0000information and technology level of e-commerce. Tax administrators in Nigeria \u0000are being confronted with myriads of challenges and difficulties adapting to \u0000the new information technology, “digitalization”. They aimed at examining the \u0000effect of adoption of e-taxation on revenue generation in Nigeria on social \u0000media companies operating in Nigeria’s Internet domain. The study adopted a causal research design. This is a \u0000design which explores the effect of one variable on another. The study revealed \u0000that an element of change in the standard regulations among the tax authority \u0000(FIRS) for about 5.221, will give way for benefits of revenue generation within \u0000social media companies operating in Nigeria’s Internet domain, which explains that FIRS faces \u0000challenges on modalities of taxing \u0000online companies and they can do more by implementing policies in \u0000consonant with social media companies in Nigeria. The study concludes that the country’s \u0000major challenge of e-commerce as it relates to its tax system has been that the \u0000laws governing direct taxes are at the moment inadequate and out of date; they \u0000are premised on the concept of permanent establishment as defined in the double \u0000tax treaties and recommend that efforts should be made to set up a tax \u0000intermediation body. This body ought to be relevant for the digital world, \u0000utilize Internet Service Providers (ISPs) as a responsible authority for the \u0000collection, calculation and payment of electronic tax.","PeriodicalId":411102,"journal":{"name":"Open Journal of Business and Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-08-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121146459","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}
The study’s objective is to create a model and mediating role of firm reputation in the relationship between corporate social responsibility (CSR) and the performance of small and medium enterprises (SME). The quantitative research design was used to collect data via telephone and e-mail with 232 small and medium enterprises. The sample for the study was done by using stratified sampling where Kaski, Gorkha, and Lamjung district of Gandaki province are selected. The analysis was done using Statistical Package for Social Science (SPSS) 26 and Applied Structural Equation Modeling (AMOS) 24 software. The study found that legal and ethical responsibilities have a significant positive relationship with the performance of SMEs and a firm’s reputation. Also, there is a significant positive relationship between a firm’s reputation and the performance of small and medium enterprises. Finally, the study shows that a firm’s reputation mediates the relationship between legal and ethical responsibilities on SME performance. In the structural model, environmental responsibilities have a relationship with performance. Likewise, philanthropic, and economic responsibilities have a relationship with the firm’s reputation, thus creating a new model in this study.
{"title":"A Model of Corporate Social Responsibility, Firm Reputation, and Firm Performance in Small and Medium Enterprises in Kaski, Lamjung, and Gorkha District of Gandaki Province, Nepal","authors":"Bijay Sigdel, F. Amponstira","doi":"10.4236/ojbm.2021.95121","DOIUrl":"https://doi.org/10.4236/ojbm.2021.95121","url":null,"abstract":"The study’s objective is to create a model and mediating role of firm \u0000reputation in the relationship between corporate social responsibility (CSR) \u0000and the performance of small and medium enterprises (SME). The quantitative \u0000research design was used to collect data via telephone and e-mail with 232 \u0000small and medium enterprises. The sample for the study was done by using \u0000stratified sampling where Kaski, Gorkha, and Lamjung district of Gandaki \u0000province are selected. The analysis was done using Statistical Package for \u0000Social Science (SPSS) 26 and Applied Structural Equation Modeling (AMOS) 24 \u0000software. The study found that legal and ethical responsibilities have a \u0000significant positive relationship with the performance of SMEs and a firm’s \u0000reputation. Also, there is a significant positive relationship between a firm’s \u0000reputation and the performance of small and medium enterprises. Finally, the \u0000study shows that a firm’s reputation mediates the relationship between legal \u0000and ethical responsibilities on SME performance. In the structural model, \u0000environmental responsibilities have a relationship with performance. Likewise, \u0000philanthropic, and economic responsibilities have a relationship with the firm’s \u0000reputation, thus creating a new model in this study.","PeriodicalId":411102,"journal":{"name":"Open Journal of Business and Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-08-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124899425","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}
In this paper, we aim to measure Moroccan judicial efficiency and identify its determinants during the implementation of judicial reform. For this, we use a two-stage approach. First, we use data envelopment analysis (DEA) under output orientation to measure the efficiency of the 109 Moroccan courts. In the second stage, we explore determinants of efficiency using the Ordinary Least Squares regression model. The results show a low level of courts efficiency of 56.2% in 2018, despite an improvement during the reform implementation period. At the same time, the results show that efficiency increases in populated cities with high demands on justice, and in courts with high proportions of cases in process, and employing senior judges. Therefore, this paper presents some managerial implications for court managers and provides further research directions for assessing judicial efficiency.
{"title":"Determinants of Judicial Efficiency in Morocco","authors":"Yassine Achenchabe, M. Akaaboune","doi":"10.4236/ojbm.2021.95130","DOIUrl":"https://doi.org/10.4236/ojbm.2021.95130","url":null,"abstract":"In this paper, we aim to measure Moroccan judicial efficiency and \u0000identify its determinants during the implementation of judicial reform. For \u0000this, we use a two-stage approach. First, we use data envelopment analysis \u0000(DEA) under output orientation to measure the efficiency of the 109 Moroccan \u0000courts. In the second stage, we explore determinants of efficiency using the \u0000Ordinary Least Squares regression model. The results show a low level of courts \u0000efficiency of 56.2% in 2018, despite an improvement during the reform \u0000implementation period. At the same time, the results show that efficiency \u0000increases in populated cities with high demands on justice, and in courts with \u0000high proportions of cases in process, and employing senior judges. Therefore, \u0000this paper presents some managerial implications for court managers and \u0000provides further research directions for assessing judicial efficiency.","PeriodicalId":411102,"journal":{"name":"Open Journal of Business and Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-08-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130366696","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}
Yakubu Yari Kate Dazagbyilo, Shuiping Shang, Obodo Chidiebube Emmanuel, Kalissa Fatoumata Kir
Because of the fierce competition in the banking business, it is critical for banks to develop and maintain strong client relationships in order to achieve customer satisfaction and loyalty. As a result, in the banking industry, Customer Relationship Management (CRM) has become extremely important. As a result, the focus of this research was on CRM as a tool for increasing customer loyalty and happiness. The participants in this study are GTBank Plc clients in the FCT Abuja’s core business area. A total of 150 people were chosen at random, and data was collected via questionnaires that were self-administered by a researcher. The research revealed an important connection between customer happiness and loyalty and CRM proxies (service quality, employee conduct, customer data base, solving customer problems, physical environment and social network engagement). It was suggested that banks perform special training programs for their whole operations personnel in order to interact with clients efficiently and effectively by identifying key CRM tools in the financial business.
{"title":"Customer Relationship Management as a Tool for Improving Customer Loyalty in the Banking Industry: An Empirical Study of Guaranty Trust Bank PLC Situated within the Central Business District, FCT Abuja, Nigeria","authors":"Yakubu Yari Kate Dazagbyilo, Shuiping Shang, Obodo Chidiebube Emmanuel, Kalissa Fatoumata Kir","doi":"10.4236/ojbm.2021.95124","DOIUrl":"https://doi.org/10.4236/ojbm.2021.95124","url":null,"abstract":"Because of the fierce competition in the banking business, it is critical \u0000for banks to develop and maintain strong client relationships in order to \u0000achieve customer satisfaction and loyalty. As a result, in the banking \u0000industry, Customer Relationship Management (CRM) has become extremely \u0000important. As a result, the focus of this \u0000research was on CRM as a tool for increasing customer loyalty and happiness. \u0000The participants in this study are GTBank Plc clients in the FCT Abuja’s core \u0000business area. A total of 150 people were chosen at random, and data was \u0000collected via questionnaires that were self-administered by a researcher. The \u0000research revealed an important connection between customer happiness and \u0000loyalty and CRM proxies (service quality, employee conduct, customer data base, \u0000solving customer problems, physical environment and social network engagement). It was suggested \u0000that banks perform special training programs for their whole operations \u0000personnel in order to interact with clients efficiently and effectively by \u0000identifying key CRM tools in the financial business.","PeriodicalId":411102,"journal":{"name":"Open Journal of Business and Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-08-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116965234","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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