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 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

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Abstract

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.

Item Type:	Article (Journal)
Uncontrolled Keywords:	Customer Relationship Management, Electronic Customer Relationship Management, Customer Satisfaction, Customer Loyalty, Institute of Higher Learning
Subjects:	H Social Sciences > HB Economic Theory > HB201 Value. Utility H Social Sciences > HB Economic Theory > HB238 Competition. Production. Wealth H Social Sciences > HF Commerce > HF5001 Business. Business Administration > HF5410 Marketing. Distribution of products H Social Sciences > HF Commerce > HF5475.I74 Halal business, entrepreneur, marketing, management, and administration H Social Sciences > HF Commerce > HF5001 Business. Business Administration > HF5548.7 Industrial psychology H Social Sciences > HF Commerce > HF5001 Business. Business Administration > HF5801 Advertising T Technology > T Technology (General)
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Economics and Management Sciences Kulliyyah of Economics and Management Sciences > Department of Business Administration
Depositing User:	Dr. NUR KAMARIAH Abdul Wahid
Date Deposited:	15 Aug 2024 08:42
Last Modified:	15 Aug 2024 08:47
URI:	http://irep.iium.edu.my/id/eprint/113916

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