Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar

Growing revenues and profits are the most prominent business objectives of many facility management providers which ultimately help to strengthen the company’s presence in the industry. Focusing on managing relationship with customers can cultivate loyalty which subsequently lead to customer ret...

Full description

Saved in:

Bibliographic Details
Main Authors:	Al Bakri, Al Ashraf Zarif, Rusni, Nurul Azrina, Jaaffar, Ezuana
Format:	Thesis
Language:	English
Published:	2018
Subjects:	Customer services Customer relations Employee rights Employee motivation Performance standards
Online Access:	https://ir.uitm.edu.my/id/eprint/26140/2/26140.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uitm-ir.26140
record_format	uketd_dc
spelling	my-uitm-ir.261402023-03-02T03:32:17Z Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar 2018 Al Bakri, Al Ashraf Zarif Rusni, Nurul Azrina Jaaffar, Ezuana Customer services. Customer relations Employee rights Employee motivation Performance standards Growing revenues and profits are the most prominent business objectives of many facility management providers which ultimately help to strengthen the company’s presence in the industry. Focusing on managing relationship with customers can cultivate loyalty which subsequently lead to customer retention. The purpose of this study is to establish salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty in Facilities Management. An in-depth research was pursued to ascertain the influence of the CRM dimensions (customer orientation customer knowledge, customer empowerment and complaint resolution) towards customer’s loyalty for UEMS. The data were analysed from 77 questionnaires received from UEMS customers located in Selangor, Perak, Kuala Lumpur, N. Sembilan, Malacca, Johor and Penang. Result for the regression analysis revealed that CRM played a major role towards customer loyalty with both customer knowledge and customer orientation being the two dimensions of CRM with provided the significant impact. Within the context of Facilities Management industry in Malaysia, the results gave evidence that focusing on the two CRM dimensions will lead to customer loyalty which UEMS can take advantage upon to further strengthen its business growth in the industry. Recommendations were given for UEMS to develop comprehensive training program to all level of staff to further enhance customer-oriented culture in the organization and also to utilized software-based CRM to manage customer knowledge and information in an efficient manner as the company continue to grow its business. Arshad Ayub Graduate Business School, Universiti Teknologi MARA 2018 Thesis https://ir.uitm.edu.my/id/eprint/26140/ https://ir.uitm.edu.my/id/eprint/26140/2/26140.pdf text en public Universiti Teknologi MARA (UiTM) Arshad Ayub Graduate Business School Mohamed Sheriff, Nooraini
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Mohamed Sheriff, Nooraini
topic	Customer services Customer relations Employee rights Employee motivation Performance standards
spellingShingle	Customer services Customer relations Employee rights Employee motivation Performance standards Al Bakri, Al Ashraf Zarif Rusni, Nurul Azrina Jaaffar, Ezuana Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar
description	Growing revenues and profits are the most prominent business objectives of many facility management providers which ultimately help to strengthen the company’s presence in the industry. Focusing on managing relationship with customers can cultivate loyalty which subsequently lead to customer retention. The purpose of this study is to establish salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty in Facilities Management. An in-depth research was pursued to ascertain the influence of the CRM dimensions (customer orientation customer knowledge, customer empowerment and complaint resolution) towards customer’s loyalty for UEMS. The data were analysed from 77 questionnaires received from UEMS customers located in Selangor, Perak, Kuala Lumpur, N. Sembilan, Malacca, Johor and Penang. Result for the regression analysis revealed that CRM played a major role towards customer loyalty with both customer knowledge and customer orientation being the two dimensions of CRM with provided the significant impact. Within the context of Facilities Management industry in Malaysia, the results gave evidence that focusing on the two CRM dimensions will lead to customer loyalty which UEMS can take advantage upon to further strengthen its business growth in the industry. Recommendations were given for UEMS to develop comprehensive training program to all level of staff to further enhance customer-oriented culture in the organization and also to utilized software-based CRM to manage customer knowledge and information in an efficient manner as the company continue to grow its business.
format	Thesis
author	Al Bakri, Al Ashraf Zarif Rusni, Nurul Azrina Jaaffar, Ezuana
author_facet	Al Bakri, Al Ashraf Zarif Rusni, Nurul Azrina Jaaffar, Ezuana
author_sort	Al Bakri, Al Ashraf Zarif
title	Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar
title_short	Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar
title_full	Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar
title_fullStr	Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar
title_full_unstemmed	Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar
title_sort	salient customer relationship management (crm) dimensions contributing to customer loyalty for uems in facility management / al ashraf zarif al bakri, nurul azrina rusni & ezuana jaaffar
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Arshad Ayub Graduate Business School
publishDate	2018
url	https://ir.uitm.edu.my/id/eprint/26140/2/26140.pdf
_version_	1783733885117399040

Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar

Similar Items