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The influence of electronic customer relationship management (E-CRM) on customer satisfaction (CS) and customer loyalty (CL): a pilot study in Malaysian private institute of higher learning

he Electronic Customer Relationship Management (E-CRM), as the primary e- commerce strategy, encompasses the integration of management, applications, and software with a key objective of enhancing customer service, fostering customer relationships, and retaining valuable clientele. In this pilot stu...

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Main Authors: Abdullah, Siti Salmiah, Abdul Wahid, Nur Kamariah, Abdul Razak, Arbaiah, Jan, Muhammad Tahir
Format: Article
Language:English
Published: Asian Scholars Network 2024
Subjects:
HB201 Value. Utility
HB238 Competition. Production. Wealth
HF5410 Marketing. Distribution of products
HF5475.I74 Halal business, entrepreneur, marketing, management, and administration
HF5548.7 Industrial psychology
HF5801 Advertising
T Technology (General)
Online Access:http://irep.iium.edu.my/113916/7/113916_The%20influence%20of%20electronic%20customer%20relationship.pdf
http://irep.iium.edu.my/113916/
https://myjms.mohe.gov.my/index.php/ajrbm/article/view/26651/14727
https://doi.org/10.55057/ajrbm.2024.6.2.5
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spelling my.iium.irep.1139162024-08-15T00:47:04Z http://irep.iium.edu.my/113916/ The influence of electronic customer relationship management (E-CRM) on customer satisfaction (CS) and customer loyalty (CL): a pilot study in Malaysian private institute of higher learning Abdullah, Siti Salmiah Abdul Wahid, Nur Kamariah Abdul Razak, Arbaiah Jan, Muhammad Tahir HB201 Value. Utility HB238 Competition. Production. Wealth HF5410 Marketing. Distribution of products HF5475.I74 Halal business, entrepreneur, marketing, management, and administration HF5548.7 Industrial psychology HF5801 Advertising T Technology (General) he Electronic Customer Relationship Management (E-CRM), as the primary e- commerce strategy, encompasses the integration of management, applications, and software with a key objective of enhancing customer service, fostering customer relationships, and retaining valuable clientele. In this pilot study, the researcher aims to explore the potential relationship between the E-CRM, Customer Satisfaction (CS) and Customer Loyalty (CL). To conduct the study, instruments adapted from previous research were used, avoiding the need for pre-testing. A total of 30 questionnaires were hand-delivered to respondents at two private higher education institutions, allowing two weeks for completion with 100% of response rate. Data from the questionnaire was entered and analysed using IBM SPSS Statistics 23 software. The reliability of the instrument was assessed using the composite mean, resulting in a reliability coefficient of 0.955 for E-CRM, 0.904 for CS, and 0.885 for CL. This reliability coefficient provides an overview of the consistency and reliability of the measurement instrument used in the study. This study provides valuable insights into optimizing E-CRM specifically tailored for Private Institutes of Higher Learning, aligning it with their unique organizational cultures, and ultimately elevating customer satisfaction and loyalty levels, which, in turn, can have a positive impact on organizational profitability and revenue. Asian Scholars Network 2024-06-01 Article PeerReviewed application/pdf en http://irep.iium.edu.my/113916/7/113916_The%20influence%20of%20electronic%20customer%20relationship.pdf Abdullah, Siti Salmiah and Abdul Wahid, Nur Kamariah and Abdul Razak, Arbaiah and Jan, Muhammad Tahir (2024) The influence of electronic customer relationship management (E-CRM) on customer satisfaction (CS) and customer loyalty (CL): a pilot study in Malaysian private institute of higher learning. Asian Journal of Research in Business and Management, 6 (2). pp. 58-70. E-ISSN 2682-8510 https://myjms.mohe.gov.my/index.php/ajrbm/article/view/26651/14727 https://doi.org/10.55057/ajrbm.2024.6.2.5
institution Universiti Islam Antarabangsa Malaysia
building IIUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider International Islamic University Malaysia
content_source IIUM Repository (IREP)
url_provider http://irep.iium.edu.my/
language English
topic HB201 Value. Utility
HB238 Competition. Production. Wealth
HF5410 Marketing. Distribution of products
HF5475.I74 Halal business, entrepreneur, marketing, management, and administration
HF5548.7 Industrial psychology
HF5801 Advertising
T Technology (General)
spellingShingle HB201 Value. Utility
HB238 Competition. Production. Wealth
HF5410 Marketing. Distribution of products
HF5475.I74 Halal business, entrepreneur, marketing, management, and administration
HF5548.7 Industrial psychology
HF5801 Advertising
T Technology (General)
Abdullah, Siti Salmiah
Abdul Wahid, Nur Kamariah
Abdul Razak, Arbaiah
Jan, Muhammad Tahir
The influence of electronic customer relationship management (E-CRM) on customer satisfaction (CS) and customer loyalty (CL): a pilot study in Malaysian private institute of higher learning
description he Electronic Customer Relationship Management (E-CRM), as the primary e- commerce strategy, encompasses the integration of management, applications, and software with a key objective of enhancing customer service, fostering customer relationships, and retaining valuable clientele. In this pilot study, the researcher aims to explore the potential relationship between the E-CRM, Customer Satisfaction (CS) and Customer Loyalty (CL). To conduct the study, instruments adapted from previous research were used, avoiding the need for pre-testing. A total of 30 questionnaires were hand-delivered to respondents at two private higher education institutions, allowing two weeks for completion with 100% of response rate. Data from the questionnaire was entered and analysed using IBM SPSS Statistics 23 software. The reliability of the instrument was assessed using the composite mean, resulting in a reliability coefficient of 0.955 for E-CRM, 0.904 for CS, and 0.885 for CL. This reliability coefficient provides an overview of the consistency and reliability of the measurement instrument used in the study. This study provides valuable insights into optimizing E-CRM specifically tailored for Private Institutes of Higher Learning, aligning it with their unique organizational cultures, and ultimately elevating customer satisfaction and loyalty levels, which, in turn, can have a positive impact on organizational profitability and revenue.
format Article
author Abdullah, Siti Salmiah
Abdul Wahid, Nur Kamariah
Abdul Razak, Arbaiah
Jan, Muhammad Tahir
author_facet Abdullah, Siti Salmiah
Abdul Wahid, Nur Kamariah
Abdul Razak, Arbaiah
Jan, Muhammad Tahir
author_sort Abdullah, Siti Salmiah
title The influence of electronic customer relationship management (E-CRM) on customer satisfaction (CS) and customer loyalty (CL): a pilot study in Malaysian private institute of higher learning
title_short The influence of electronic customer relationship management (E-CRM) on customer satisfaction (CS) and customer loyalty (CL): a pilot study in Malaysian private institute of higher learning
title_full The influence of electronic customer relationship management (E-CRM) on customer satisfaction (CS) and customer loyalty (CL): a pilot study in Malaysian private institute of higher learning
title_fullStr The influence of electronic customer relationship management (E-CRM) on customer satisfaction (CS) and customer loyalty (CL): a pilot study in Malaysian private institute of higher learning
title_full_unstemmed The influence of electronic customer relationship management (E-CRM) on customer satisfaction (CS) and customer loyalty (CL): a pilot study in Malaysian private institute of higher learning
title_sort influence of electronic customer relationship management (e-crm) on customer satisfaction (cs) and customer loyalty (cl): a pilot study in malaysian private institute of higher learning
publisher Asian Scholars Network
publishDate 2024
url http://irep.iium.edu.my/113916/7/113916_The%20influence%20of%20electronic%20customer%20relationship.pdf
http://irep.iium.edu.my/113916/
https://myjms.mohe.gov.my/index.php/ajrbm/article/view/26651/14727
https://doi.org/10.55057/ajrbm.2024.6.2.5
_version_ 1809136362625957888
score 13.211869

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