The influence of cognitive satisfaction on the relationship between salesperson presentation skills and customer's intention to repurchase

The application of sales presentation skills by the sales force during their interaction with customers in the sales situation can have a significant effect on customer intention to repurchase in the Malaysian Computer retail business. The purpose of this paper is to examine the relations between important sales presentation skills and the relative roles played by cognition in the development of customer satisfaction which will lead to customer’s intention to repurchase in a computer retail setting in Malaysia. This will then lead to increased benefits for the organization in the form of customer loyalty. The cognitive evaluation of customer satisfaction was found to explain customer’s intention to repurchase in a retail setting in the Malaysian market. This finding holds importance to those retailers who have been able to generate high expectations in the eyes of their customers

Intelligent customer relationship management (ICRM) by EFLOW portal

Customer relationship management (CRM) has become a strategic initiative aimed at getting, growing, and retaining the right customers. A great amount of numeric data and even more soft information are available about customers. The strategy of building and maintaining customer relations can be described with 'if… then' rules acquired from experts. Doctus Knowledge-Based System provides a new and simplified approach in the field of knowledge management. It is able to cope with tacit and implicit rules at the same time, so decision makers can clearly see the satisfactory solution (then and there). It reasons both deductive and inductive, so it enables the user to check on the model graph why is the chosen solution in the given situation most appropriate. It is upgradeable with in telligent portal, which presents the personalized (body-tailored) information for decision makers. When we need some hard data from a database or a data warehouse, we have automatic connection between case input interface and the database. Doctus recognizes the relations between the data, it selects them and provides only the needed rules to the decision maker. Intelligent portal puts our experience on the web, so our knowledge base is constantly improving with new 'if… then' rules. We support decision mak ing with two interfaces. On the Developer Interface the attributes, the values and the 'if… then' rules can be modified. The intelligent portal is used as a managerial decision support tool. This interface can be used without seeing the knowledge base, we only see the personalized soft information. ICRM (intelligent Customer Relationship Management) helps customer to get the requested information quickly. It is also capable of customizing the questionnaires, so the customer doesn't have to answer irrelevant questions and the decision maker doesn't have to read endless reports

Application of Tuncay's language teacher model to business-customer relations

It seems that what has been said by now about market and competitiveness do not fit perfectly with competences of getting the best of profit. Sometimes, the classical methods of fundamentals of management do not apply to individual companies that face irregular accommodation on the market. It is high time to replace the perfect business with the right one. New approaches and models may help in identifying new competition trends, changes for better application of purposes and proposals.Comment: 5 pages, no figures, to be published in Int. J. Mod. Phys.

Marketing Communication and Customer Relation Effect on Customer Loyalty

The present study is aimed at analyzing the impact of marketing communications and customer relations, bothpartially and simultaneously, on customer loyalty. Respondents in this study were Small and Medium Business operators or owners operating in various business sectors who are associated (i.e., debitors of) with Jabar Banten Bank. Primary data regarding variables under investigation were collected from respondents using questionnarres. Linear regression analysis was performed to analyze data. Results of the study indicated that marketing communication and customer relations were found to partially and simultaneously affect customer loyalty.It was also found that customer relations has a stronger effect on customer loyalty than that of marketing communication.Key words: marketing communication; customer relation; customer loyalty; partially effect; simultan effect

AKTIFITAS PUBLIC RELATIONS DALAM MEMENUHI INFORMASI YANG BERKAITAN DENGAN KELUHAN PELANGGAN (Studi pada Unit Public Relations PT. Telkom Kandatel Jember)

This research was held on PT. Telekomunikasi Indonesia Kandatel Jember, by due to explore PT. Telekomunikasi Indonesia Kandatel Jember’s Public Relations activity to fullfill customers information needed. By descriptive qualitative methods, the subject of this research is gained by total sampling, and the object is only one person wich is PT. Telkom Kandatel Jember’s Public Relations. This research use observation, interview, and documentations technique, and use domain target analysis by X is way of Y correlation. The result of this research is to fulfill customers information needed, Public Relations activities are: internal communication, eksternal communication, publications, promotion, customer feedback responsive, fact finding, complain handling and evaluation. In their action, Public Relations faced a few of problem. Public Relations PT. Telkom Kandatel Jember should have their own team (not only one person), so there is no overlapping in their activities and duties and due to fulfill customer information, Public Relations PT.Telkom Kandatel Jember should more faster and effective

The Effect of Customer Relationship Management (Crm) on Customer Satisfaction and Its Impact Toward Customer Loyalty (Survey Base on the Perception of the Customer of Bri Bank in University of Brawijaya)

The objective of this research is to analize and explain the effect of Customer Prospecting, Relations with Customers, Interactive Management, Understanding Customer Expectations, Empowerment, Partnerships, and Personalization On Customer Satisfaction and Its Impact on Customer Loyalty, and also to analize and explain the effect of Customer Satisfaction on Customer Loyalty. This research is conducted at BRI Bank in University of Brawijaya. The large samples that taken in this research were determined by using a formula of Slovin, the samples that could be taken are 99 persons. Meanwhile the sampling technique was done by using purposive sampling. Data Analysis Method is conducted by Descriptive Statistics Analysis and Inferential statistic analysis that is Path Analysis. The result of this research shown there is an effect between Customer Prospecting (X1) on Customer Satisfaction (Z) with Beta value is equal to 0.351 by a significance level of 0.000. There is an effect between Relations with Customers (X2) on Customer Satisfaction (Z) with Beta value is equal to 0.158 by a significance level of 0.010. There is an effect between Interactive Management (X3) on Customer Satisfaction (Z) with Beta value is equal to 0.161 by a significance level of 0.023. There is an effect between Understanding Customer Expectations (X4) on Customer Satisfaction (Z) with Beta value is equal to 0.272 by a significance level of 0.000. There is an effect between Empowerment (X5) on Customer Satisfaction (Z) with Beta value is equal to 0.145 by a significance level of 0.022. There is an effect between Partnerships (X6) on Customer Satisfaction (Z) with Beta value is equal to 0.208 by a significance level of 0.002. There is an effect between Personalization (X7) on Customer Satisfaction (Z) with Beta value is equal to 0.225 by a significance level of 0.000. There is an indirect effect between Customer Prospecting (X1) on Customer Loyalty (Y) with Beta value is equal to 0.146 by a significance level of 0.002. There is an effect between Relations with Customers (X2) on Customer Loyalty (Y) with Beta value is equal to 0.100 by a significance level of 0.017. There is an effect between Interactive Management (X3) on Customer Loyalty (Y) with Beta value is equal to 0.097 by a significance level of 0.042. There is an effect between Understanding Customer Expectations (X4) on Customer Loyalty (Y) with Beta value is equal to 0.111 by a significance level of 0.013. There is an effect between Empowerment (X5) on Customer Loyalty (Y) with Beta value is equal to 0.09 by a significance level of 0.030. There is an effect between Partnerships (X6) on Customer Loyalty (Y) with Beta value is equal to 0.13 by a significance level of 0.004. There is an effect between Personalization (X7) on Customer Loyalty (Y) with Beta value is equal to 0.103 by a significance level of 0.017. There is an effect between Customer Satisfaction (Z) on Customer Loyalty (Y) with Beta value is equal to 0.533 by a significance level of 0.000

Measuring the level of lean readiness of the Hong Kong's manufacturing industry

Increasingly competitive business environments have forced manufacturing organisations to continuously seek improvements in their production processes as an alternative to achieve operational excellence. Lean manufacturing principles and techniques based on the elimination waste have been widely used by manufacturing organisations around the world to drive such improvements. The purpose of this paper is to present an empirical study that evaluates the readiness level of the Hong Kong’s manufacturing industry to provide a foundation for the successful implementation and/or sustainment of lean practices. To conduct this study, the paper adapts an assessment framework developed by Al-Najem et al. [16]. Thus, the lean readiness assessment is based on six quality practices (i.e. planning & control; processes; human resources; customer relations; supplier relations; and top management & leadership) related to lean manufacturing. One research question and three hypotheses were formulated and tested using a combination of inferential statics (i.e. Levene’s test and t-test) and descriptive statistics. Data were collected through a survey questionnaire responded by 9 manufacturing organisations with operations in Hong Kong. The findings suggest that the Hong Kong’s manufacturing organisations surveyed do not currently have a well-developed foundation to implement or sustain lean manufacturing. In particular, these organisations present important opportunities to further develop some quality practices such as processes, planning & control, customer relations, supplier relations, human resources, and top management & leadership. The improvement of these quality practices will ensure, according to Al-Najem et al.’s [16] framework, a more effective implementation and sustainment of lean manufacturing in their operations

A Customer Service Design Case Study: Insights on Customer Loyalty in the Brazilian Food Sector

Marketing managers of local and international food companies have realized that what they offer to customers go well beyond the characteristics and attributes of the products their companies manufacture and market. Service has become an integral part of the offer (Grönroos, 1993); a high service quality improves the company competitiveness, builds customer trust, supports the company brand and other product attributes (Berry & Parasuraman, 1991, p. 12). This paper seeks to investigate whether customer care service perceived quality in the food sector is truly relevant to customer satisfaction and loyalty.quality service evaluation, consumer service, loyalty, food industry, Agribusiness, International Relations/Trade,

Pengaruh Implementasi Customer Relationship Management Dan Budaya Organisasi Terhadap Peningkatan Kinerja Perusahaan Manufaktur Dengan Pendekatan Crm-scorecard

Customer Relationship Management (CRM) merupakan strategi bagaimana mengoptimalkan profitabiltas melalui kepuasan konsumen/ pelanggan. CRM dikenal sebagai sistem informasi yang dimana bukan hanya sekedar piranti lunak namun merupakan strategi bisnis yang mengintegrasikan proses bisnis yang bersentuhan langsung dengan konsumen dengan pelaku bisnis, proses bisnis dan teknologi pendukung guna memperoleh customer retention.beberapa peneliti terdahulu juga menyebutkan bahwa Budaya organisasi, perbaikan proses dan teknologi merupakan indikator penting yang menentukan kesuksesan implementasi CRM.Berdasarkan hasil penelitian ini terlihat pengaruh implementasi CRM dan budaya organisasi terhadap peningkatan kinerja Perusahaan manufaktur di Makassar dengan model fit nilai loading faktor diatas 0.6 dan tingkat significan pada 0,01. Selain itu pengujian model ini dianggap sudah sesuai karena discriminan validiasnya sudah sesuai denga melihat nilai composite reablity dan cronbach alpha yang dimana diatas 0,70 berdasarkan rerferensi imam Ghozali (2008), dengan pendekatan CRM Scorecard. Pengolahan data pada penelitian ini akan menggunakan analisa SEM (Structural Equation Modelling) dengan menggunakan Software Partial Least Squares (PLS)