The Geo-strategies and Global Peace of Technology on Customer Relationship Management Performance: A Pilot Study among SME’s Logistic Operators.

Muhamad Fairos bin Mohamad Shah; Samsudin bin Wahab; Mohd Subri bin Tahir

doi:10.7187/GJAT122017-4

Authors

Muhamad Fairos bin Mohamad Shah Universiti Sultan Azlan Shah Bukit Chandan, 33000 Bandar Diraja Kuala Kangsar Perak Darul Ridzuan
Samsudin bin Wahab Universiti Teknologi MARA, Cawangan Pulau Pinang, Jalan Permatang Pauh 13500 Permatang Pauh, Pulau Pinang
Mohd Subri bin Tahir Cawangan Pulau Pinang, Jalan Permatang Pauh 13500 Permatang Pauh, Pulau Pinang

DOI:

https://doi.org/10.7187/GJAT122017-4

Keywords:

Support information system and information sharing, Usefulness, Care/help, Ease of use, Service portfolio, Security and update system

Abstract

Small and medium enterprises (SMEs) are playing an increasingly important role in sustaining geo strategies and global peace economic growth and logistic system in Malaysia. SMEs also play a very crucial role in customer relationship as they may serve the roles of customer, distributor producer and supplier. However, adaption of customer relationship in Malaysian SMEs has not been fully explored. CRMP model for logistic service presents the combination of technology strategy in term of geo strategies and global peace. The goal of this study is to investigate customer relationship management performance and technology strategy. The dimensions for technology factors are Support information system, information sharing, Usefulness, care/help, ease of use, service portfolio, security and Update System. The populations of study were customers from a logistic company located in Pulau Pinang. Simple random sampling was selected from the target populations. Data collection resulted in 100 respondents to answers questionnaire from the customers of logistic company. Based on the finding, the result showed that, technology strategies are anchor factors in determining geo strategies and global peace on customer relationship management performance. Further study has important managerial implications as the findings will enable management of SMEs to understand progressive and highly varied CRMP practices and contextual factors that contribute to the CRMP as well as geo strategies and global peace and innovative implementation.

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