How to cite this paper
Almohaimmeed, B. (2021). The impact of analytical CRM on strategic CRM, operational CRM and customer satisfaction: Empirical study on commercial banks.Uncertain Supply Chain Management, 9(3), 711-718.
Refrences
Abdullateef, A. O., Mokhtar, S. S., & Yusoff, R. Z. (2010). The impact of CRM dimensions on call center performance. International Journal of Computer Science and Network Security, 10(12), 184-195.
Adalikwu, C. (2012). Customer relationship management and customer satisfaction. African Journal of Business Management, 6(22), 6682-6686.
Adikaram, C. N. K., & Khatibi, A. (2016). The relationship between customer relationship management and customer satisfaction: A study on private higher education institutions in Sri Lanka. International Journal of Arts and Commerce, 5(2), 69-95.
Akhil, P., Hareesh, k. U. R., & Akhil, W S. (2020). A study on customer relationship management practices in hospitality industry with special reference to travel operators and five star hotels in Kerala. UGC Care Journal, 19(4), 493-498.
Aldaihani, F. M. F., & Ali, N. A. B. (2018). Impact of social customer relationship management on customer satisfaction through customer empowerment: A study of Islamic Banks in Kuwait. International Research Journal of Finance and Economics, 170, 41-53.
Al-Refaie, A., Li, M. H., & Ko, J. H. (2012). Factors affecting customer linking capabilities and customer satisfaction in CRM: Evidence from Jordanian hotels. International Journal of Customer Relationship Marketing and Management (IJCRMM), 3(4), 16-30.
Ayyagari, M. R. (2019). A framework for analytical CRM assessments challenges and recommendations. International Journal of Business and Social Science, 10(5), 5-13.
Azzam, Z. A. M. (2014). The impact of customer relationship management on customer satisfaction in the banking industry–a case of Jordan. European Journal of Business and Management, 6(32), 99-112.
Battor, M., & Battor, M. (2010). The impact of customer relationship management capability on innovation and performance advantages: testing a mediated model. Journal of Marketing Management, 26(9-10), 842-857.
Bhakane, B. (2015). Effect of customer relationship management on customer satisfaction and loyalty. International Journal of Management (IJM), 6(5), 01-07.
Bodet, G. (2008). Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships. Journal of Retailing and Consumer Services, 15(3), 156-162.
Buttle, F., & Maklan, S. (2019). Customer relationship management: Concepts and technologies. NY: Routledge.
Campos, J. A. D. B., Carrascosa, A. C., & Maroco, J. (2012). Validity and reliability of the Portuguese version of Mandibular function impairment questionnaire. Journal of Oral Rehabilitation, 39(5), 377-383.
Chen, M. C., Chiu, A. L., & Chang, H. H. (2005). Mining changes in customer behavior in retail marketing. Expert Systems with Applications, 28(4), 773-781.
Chetioui, Y., Abbar, H., & Benabbou, Z. (2017). The impact of CRM dimensions on customer retention in the hospitality industry: Evidence from the Moroccan Hotel sector. Journal of Research in Marketing, 8(1), 652-660.
Doyle, S. (2002). Software review: Communication optimisation - the new mantra of database marketing. Fad or fact? Journal of Database Marketing, 9(2), 185-191.
Dyche, J. (2002). The CRM Handbook. New York: Addison-Wesley.
Ehido, A., Awang, Z., Halim, B. A., & Ibeabuchi, C. (2020). Developing items for measuring quality of work life among Malaysian academics: An exploratory factor analysis procedure. Humanities & Social Sciences Reviews, 8(3), 1295-1309.
Er, W. K. (2020). A Study on relationship between customer relationship management (CRM) and customer satisfaction on Taobao Website in Johor Bahru. Journal of Arts & Social Sciences, 3(2), 1-14.
Garcia, I., Pacheco, C., & Martinez, A. (2012). Identifying critical success factors for adopting CRM: A framework for small and medium enterprises. Software Engineering Research, Management and Applications, 430, 1-15.
García-Santillán, A., Venegas-Martinez, F., & Escalera, M. E. (2013). Attitude toward Statistic in College Students (An Empirical Study in Public University). Journal of Statistical and Econometric Methods, 2(1), 43-60.
Graf, M., Schlegelmilch, B. B., Mudambi, S. M., & Tallman, S. (2013). Outsourcing of customer relationship management: Implications for customer satisfaction. Journal of Strategic Marketing, 21(1), 68-81.
Gunawan, A., Kornarius, Y. P., Aulia, A. A., Gunawan, T. and Elisabet, I., Chandra, I., & Anggana, P. (2013). Competing by restaurant analytical CRM. Proceedings of the International Conference: Small and Medium Sized Enterprises in a Global World. Romania, 25-28 September 2013, 112-124.
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69(4), 210-218.
Hassan, R. S., Nawaz, A., Lashari, M. N. and Zafar, F. (2015). Effect of customer relationship management on customer satisfaction. Procedia Economics and Finance, 23(12), 563-567.
Iriana, R., & Buttle, F. (2007). Strategic, operational, and analytical customer relationship management: attributes and measures. Journal of Relationship Marketing, 5(4), 23-42.
Iriqat, R. A., & Daqar, M. A. M. A. (2018). The mediating role of customers’ satisfaction on the effect of CRM on long-term customers loyalty in the banking sector in the Palestinian territory. Asian Social Science, 14(8), 76-90.
Johan, M. R. M., Annuar, N., Joseph, J. S., & Kumar, S. K. (2020). Satisfaction Determinants of Airlines Industry in Malaysia. Jurnal Intelek, 15(2), 87-100.
Kelly, S. (2000). Analytical CRM: the fusion of data and intelligence. Interactive Marketing, 1(3), 262-267.
Khodakarami, F., & Chan, Y. E. (2014). Exploring the role of customer relationship management (CRM) systems in customer knowledge creation. Information & Management, 51(1), 27-42.
Khong, K. W., & Yao, H. I. (2011). Effectiveness of customer relationship management on customer satisfaction in the commercial banks of Taiwan. Contemporary Management Research, 7(2), 106-116.
Kim, B. Y. (2008). Mediated effects of customer orientation on customer relationship management performance. International Journal of Hospitality & Tourism Administration, 9(2), 192-218.
Kim, H., & Lee, Y. (2020). A structural model of customer relationship management (CRM) strategies, rapport, and learner intentions in lifelong education. Asia Pacific Education Review, 21(1), 39-48.
Kracklauer, A.H., & Mills D.Q., Seifert D. (2004) Customer Management as the Origin of Collaborative Customer Relationship Management. In: Kracklauer A.H., Mills D.Q., Seifert D. (eds) Collaborative Customer Relationship Management. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-24710-4_1
Krishnamoorthy, V., & Anaandavel, V. C. (2014). Does customer relationship management improve customer satisfaction and customer loyalty in retail banking. Saiom Journal of Commerce Management, 1(8), 1-15.
Lin, H. F. (2007). Effects of extrinsic and intrinsic motivation on employee knowledge sharing intentions. Journal of Information Science, 33(2), 135-149.
Liu, C. H. (2015). A Conceptual Framework of Analytical CRM in Big Data Age. International Journal of Advanced Computer Science and Applications, 6(6), 194-152.
Long, C. S., Khalafinezhad, R., Ismail, W. K. W., & Abd Rasid, S. Z. (2013). Impact of CRM factors on customer satisfaction and loyalty. Asian Social Science, 9(10), 247-253.
Mithas, S., Krishnan, M. S., & Fornell, C. (2005). Why do customer relationship management applications affect customer satisfaction?. Journal of Marketing, 69(4), 201-209.
Mohammad, A., bin Rashid, B., & bin Tahir, S. (2013). Assessing the influence of customer relationship management (CRM) dimensions on organization performance. Journal of Hospitality and Tourism Technology, 4(3), 228-247.
Mohammed, A. A., & Rashid, B. (2012). Customer Relationship Management (CRM) in Hotel Industry: A framework proposal on the relationship among CRM dimensions, Marketing Capabilities, and Hotel performance. International Review of Management and Marketing, 2(4), 220.
Ngai, E. W., Xiu, L., & Chau, D. C. (2009). Application of data mining techniques in customer relationship management: A literature review and classification. Expert Systems with Applications, 36(2), 2592-2602.
Parker, C., & Mathews, B. P. (2001). Customer satisfaction: contrasting academic and consumers’ interpretations. Marketing Intelligence & Planning, 19(1), 38-44.
Payne, A., & Frow, P. (2013). Strategic customer management: Integrating relationship marketing and CRM. Cambridge: Cambridge University Press.
Rafiki, A., Hidayat, S. E., & Razzaq, D. A. A. (2019). CRM and organizational performance. International Journal of Organizational Analysis.
Rahimi, R., & dKozak, M. (2017). Impact of customer relationship management on customer satisfaction: The case of a budget hotel chain. Journal of Travel & Tourism Marketing, 34(1), 40-51.
Ranjan, J. (2009). Role of Analytical CRM in CRM Systems: Importance and Benefits. Management & Change, 13(1), 169-188.
Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: Its measurement and impact on performance. Journal of Marketing Research, 41(3), 293-305.
Saleh, L., & Saheli, E. (2018). The impact of CRM strategy on customer loyalty in SMEs. International Business Research, 11(11), 37-45.
Santouridis, I., & Veraki, A. (2017). Customer relationship management and customer satisfaction: the mediating role of relationship quality. Total Quality Management & Business Excellence, 28(9-10), 1122-1133.
Simanjuntak, M., Putri, N. E., Yuliati, L. N., & Sabri, M. F. (2020). Enhancing customer retention using customer relationship management approach in car loan bussiness. Cogent Business & Management, 7(1), 1-17.
Tanner Jr, J. F., Ahearne, M., Leigh, T. W., Mason, C. H., & Moncrief, W. C. (2005). CRM in sales-intensive organizations: A review and future directions. Journal of Personal Selling & Sales Management, 25(2), 169-180.
Velnampy, T., & Sivesan, S. (2012). Customer relationship marketing and customer satisfaction: A study on mobile service providing companies in Srilanka. Global Journal of Management and Business Research, 12(18), 318-324.
Verma, S., & Chaudhuri, R. (2009). Effect of CRM on Customer Satisfaction in Service Sector in India. Journal of Marketing & Communication, 5(2), 55-69.
Wahlberg, O., Strandberg, C., Sundberg, H., & Sandberg, K. W. (2009). Trends, topics and under-researched areas in CRM research: a literature review. International Journal of Public Information Systems, 3, 191-208.
Yan, L., Wolniewicz, R. H., & Dodier, R. (2004). Predicting customer behavior in telecommunications. IEEE Intelligent Systems, 19(2), 50-58.
Yong, A. G., & Pearce, S. (2013). A beginner’s guide to factor analysis: Focusing on exploratory factor analysis. Tutorials in Quantitative Methods for Psychology, 9(2), 79-94.
Adalikwu, C. (2012). Customer relationship management and customer satisfaction. African Journal of Business Management, 6(22), 6682-6686.
Adikaram, C. N. K., & Khatibi, A. (2016). The relationship between customer relationship management and customer satisfaction: A study on private higher education institutions in Sri Lanka. International Journal of Arts and Commerce, 5(2), 69-95.
Akhil, P., Hareesh, k. U. R., & Akhil, W S. (2020). A study on customer relationship management practices in hospitality industry with special reference to travel operators and five star hotels in Kerala. UGC Care Journal, 19(4), 493-498.
Aldaihani, F. M. F., & Ali, N. A. B. (2018). Impact of social customer relationship management on customer satisfaction through customer empowerment: A study of Islamic Banks in Kuwait. International Research Journal of Finance and Economics, 170, 41-53.
Al-Refaie, A., Li, M. H., & Ko, J. H. (2012). Factors affecting customer linking capabilities and customer satisfaction in CRM: Evidence from Jordanian hotels. International Journal of Customer Relationship Marketing and Management (IJCRMM), 3(4), 16-30.
Ayyagari, M. R. (2019). A framework for analytical CRM assessments challenges and recommendations. International Journal of Business and Social Science, 10(5), 5-13.
Azzam, Z. A. M. (2014). The impact of customer relationship management on customer satisfaction in the banking industry–a case of Jordan. European Journal of Business and Management, 6(32), 99-112.
Battor, M., & Battor, M. (2010). The impact of customer relationship management capability on innovation and performance advantages: testing a mediated model. Journal of Marketing Management, 26(9-10), 842-857.
Bhakane, B. (2015). Effect of customer relationship management on customer satisfaction and loyalty. International Journal of Management (IJM), 6(5), 01-07.
Bodet, G. (2008). Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships. Journal of Retailing and Consumer Services, 15(3), 156-162.
Buttle, F., & Maklan, S. (2019). Customer relationship management: Concepts and technologies. NY: Routledge.
Campos, J. A. D. B., Carrascosa, A. C., & Maroco, J. (2012). Validity and reliability of the Portuguese version of Mandibular function impairment questionnaire. Journal of Oral Rehabilitation, 39(5), 377-383.
Chen, M. C., Chiu, A. L., & Chang, H. H. (2005). Mining changes in customer behavior in retail marketing. Expert Systems with Applications, 28(4), 773-781.
Chetioui, Y., Abbar, H., & Benabbou, Z. (2017). The impact of CRM dimensions on customer retention in the hospitality industry: Evidence from the Moroccan Hotel sector. Journal of Research in Marketing, 8(1), 652-660.
Doyle, S. (2002). Software review: Communication optimisation - the new mantra of database marketing. Fad or fact? Journal of Database Marketing, 9(2), 185-191.
Dyche, J. (2002). The CRM Handbook. New York: Addison-Wesley.
Ehido, A., Awang, Z., Halim, B. A., & Ibeabuchi, C. (2020). Developing items for measuring quality of work life among Malaysian academics: An exploratory factor analysis procedure. Humanities & Social Sciences Reviews, 8(3), 1295-1309.
Er, W. K. (2020). A Study on relationship between customer relationship management (CRM) and customer satisfaction on Taobao Website in Johor Bahru. Journal of Arts & Social Sciences, 3(2), 1-14.
Garcia, I., Pacheco, C., & Martinez, A. (2012). Identifying critical success factors for adopting CRM: A framework for small and medium enterprises. Software Engineering Research, Management and Applications, 430, 1-15.
García-Santillán, A., Venegas-Martinez, F., & Escalera, M. E. (2013). Attitude toward Statistic in College Students (An Empirical Study in Public University). Journal of Statistical and Econometric Methods, 2(1), 43-60.
Graf, M., Schlegelmilch, B. B., Mudambi, S. M., & Tallman, S. (2013). Outsourcing of customer relationship management: Implications for customer satisfaction. Journal of Strategic Marketing, 21(1), 68-81.
Gunawan, A., Kornarius, Y. P., Aulia, A. A., Gunawan, T. and Elisabet, I., Chandra, I., & Anggana, P. (2013). Competing by restaurant analytical CRM. Proceedings of the International Conference: Small and Medium Sized Enterprises in a Global World. Romania, 25-28 September 2013, 112-124.
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69(4), 210-218.
Hassan, R. S., Nawaz, A., Lashari, M. N. and Zafar, F. (2015). Effect of customer relationship management on customer satisfaction. Procedia Economics and Finance, 23(12), 563-567.
Iriana, R., & Buttle, F. (2007). Strategic, operational, and analytical customer relationship management: attributes and measures. Journal of Relationship Marketing, 5(4), 23-42.
Iriqat, R. A., & Daqar, M. A. M. A. (2018). The mediating role of customers’ satisfaction on the effect of CRM on long-term customers loyalty in the banking sector in the Palestinian territory. Asian Social Science, 14(8), 76-90.
Johan, M. R. M., Annuar, N., Joseph, J. S., & Kumar, S. K. (2020). Satisfaction Determinants of Airlines Industry in Malaysia. Jurnal Intelek, 15(2), 87-100.
Kelly, S. (2000). Analytical CRM: the fusion of data and intelligence. Interactive Marketing, 1(3), 262-267.
Khodakarami, F., & Chan, Y. E. (2014). Exploring the role of customer relationship management (CRM) systems in customer knowledge creation. Information & Management, 51(1), 27-42.
Khong, K. W., & Yao, H. I. (2011). Effectiveness of customer relationship management on customer satisfaction in the commercial banks of Taiwan. Contemporary Management Research, 7(2), 106-116.
Kim, B. Y. (2008). Mediated effects of customer orientation on customer relationship management performance. International Journal of Hospitality & Tourism Administration, 9(2), 192-218.
Kim, H., & Lee, Y. (2020). A structural model of customer relationship management (CRM) strategies, rapport, and learner intentions in lifelong education. Asia Pacific Education Review, 21(1), 39-48.
Kracklauer, A.H., & Mills D.Q., Seifert D. (2004) Customer Management as the Origin of Collaborative Customer Relationship Management. In: Kracklauer A.H., Mills D.Q., Seifert D. (eds) Collaborative Customer Relationship Management. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-24710-4_1
Krishnamoorthy, V., & Anaandavel, V. C. (2014). Does customer relationship management improve customer satisfaction and customer loyalty in retail banking. Saiom Journal of Commerce Management, 1(8), 1-15.
Lin, H. F. (2007). Effects of extrinsic and intrinsic motivation on employee knowledge sharing intentions. Journal of Information Science, 33(2), 135-149.
Liu, C. H. (2015). A Conceptual Framework of Analytical CRM in Big Data Age. International Journal of Advanced Computer Science and Applications, 6(6), 194-152.
Long, C. S., Khalafinezhad, R., Ismail, W. K. W., & Abd Rasid, S. Z. (2013). Impact of CRM factors on customer satisfaction and loyalty. Asian Social Science, 9(10), 247-253.
Mithas, S., Krishnan, M. S., & Fornell, C. (2005). Why do customer relationship management applications affect customer satisfaction?. Journal of Marketing, 69(4), 201-209.
Mohammad, A., bin Rashid, B., & bin Tahir, S. (2013). Assessing the influence of customer relationship management (CRM) dimensions on organization performance. Journal of Hospitality and Tourism Technology, 4(3), 228-247.
Mohammed, A. A., & Rashid, B. (2012). Customer Relationship Management (CRM) in Hotel Industry: A framework proposal on the relationship among CRM dimensions, Marketing Capabilities, and Hotel performance. International Review of Management and Marketing, 2(4), 220.
Ngai, E. W., Xiu, L., & Chau, D. C. (2009). Application of data mining techniques in customer relationship management: A literature review and classification. Expert Systems with Applications, 36(2), 2592-2602.
Parker, C., & Mathews, B. P. (2001). Customer satisfaction: contrasting academic and consumers’ interpretations. Marketing Intelligence & Planning, 19(1), 38-44.
Payne, A., & Frow, P. (2013). Strategic customer management: Integrating relationship marketing and CRM. Cambridge: Cambridge University Press.
Rafiki, A., Hidayat, S. E., & Razzaq, D. A. A. (2019). CRM and organizational performance. International Journal of Organizational Analysis.
Rahimi, R., & dKozak, M. (2017). Impact of customer relationship management on customer satisfaction: The case of a budget hotel chain. Journal of Travel & Tourism Marketing, 34(1), 40-51.
Ranjan, J. (2009). Role of Analytical CRM in CRM Systems: Importance and Benefits. Management & Change, 13(1), 169-188.
Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: Its measurement and impact on performance. Journal of Marketing Research, 41(3), 293-305.
Saleh, L., & Saheli, E. (2018). The impact of CRM strategy on customer loyalty in SMEs. International Business Research, 11(11), 37-45.
Santouridis, I., & Veraki, A. (2017). Customer relationship management and customer satisfaction: the mediating role of relationship quality. Total Quality Management & Business Excellence, 28(9-10), 1122-1133.
Simanjuntak, M., Putri, N. E., Yuliati, L. N., & Sabri, M. F. (2020). Enhancing customer retention using customer relationship management approach in car loan bussiness. Cogent Business & Management, 7(1), 1-17.
Tanner Jr, J. F., Ahearne, M., Leigh, T. W., Mason, C. H., & Moncrief, W. C. (2005). CRM in sales-intensive organizations: A review and future directions. Journal of Personal Selling & Sales Management, 25(2), 169-180.
Velnampy, T., & Sivesan, S. (2012). Customer relationship marketing and customer satisfaction: A study on mobile service providing companies in Srilanka. Global Journal of Management and Business Research, 12(18), 318-324.
Verma, S., & Chaudhuri, R. (2009). Effect of CRM on Customer Satisfaction in Service Sector in India. Journal of Marketing & Communication, 5(2), 55-69.
Wahlberg, O., Strandberg, C., Sundberg, H., & Sandberg, K. W. (2009). Trends, topics and under-researched areas in CRM research: a literature review. International Journal of Public Information Systems, 3, 191-208.
Yan, L., Wolniewicz, R. H., & Dodier, R. (2004). Predicting customer behavior in telecommunications. IEEE Intelligent Systems, 19(2), 50-58.
Yong, A. G., & Pearce, S. (2013). A beginner’s guide to factor analysis: Focusing on exploratory factor analysis. Tutorials in Quantitative Methods for Psychology, 9(2), 79-94.