Kesetiaan Perhubungan Pelanggan Terhadap Skrin Penghantaran Perkhidmatan Kecil Sederhana
Keywords:
Kesetiaan Perhubungan Pelanggan, teknologi, penghantaranAbstract
This study aims to investigate the impact of customer CRM on service performance among (SME) services in Peninsular Malaysia. This study is driven by the results of literature research that reveals issue of CRM is still commonplace even though have begun after Malaysia's independence. This study contributes to the enrichment of knowledge treasures, especially the field of CRM studies for SMEs. The last empirical evidence about the relationship between these variables is based on the practicality of the business sector, which resulted in the same issue being related to SMEs that have not yet been fully investigated. The findings of the study found that CRM commitment, customer focus, continuous improvement and screen information system had significant relationships with service performance. Research Methodology will involve customers using stratified random sampling. The design of this study is a case study with a quantitative approach. The survey form is used as an instrument for obtaining research data. The data obtained will be analysed using the percentage method Cronbach Alpha by using statistical package for social science (SPSS) software. While the findings of the survey are the level of satisfaction the customers receive and the loyalty level of satisfaction inherent between the customers and the disbursement SMEs. Therefore developing the integrated CRM strategy is customer loyalty that exists due to consumer's reliability of products and services produced by technology of screen in SME.
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