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

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Bibliographic Details
Main Authors:	Al Bakri, Al Ashraf Zarif, Rusni, Nurul Azrina, Jaaffar, Ezuana
Format:	Student Project
Language:	English
Published:	Arshad Ayub Graduate Business School, Universiti Teknologi MARA 2018
Subjects:	Customer services. Customer relations Employee rights Employee motivation Performance standards
Online Access:	http://ir.uitm.edu.my/id/eprint/26140/ http://ir.uitm.edu.my/id/eprint/26140/1/PPm_AL%20ASHRAF%20ZARIF%20AL%20BAKRI%20AAGS%2018_5.pdf

id	uitm-26140
recordtype	eprints
spelling	uitm-261402019-11-28T08:47:09Z http://ir.uitm.edu.my/id/eprint/26140/ Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni and Ezuana Jaaffar 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 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/26140/1/PPm_AL%20ASHRAF%20ZARIF%20AL%20BAKRI%20AAGS%2018_5.pdf Al Bakri, Al Ashraf Zarif and Rusni, Nurul Azrina and Jaaffar, Ezuana (2018) Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni and Ezuana Jaaffar. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
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 and 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	Student Project
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 and 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 and 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 and 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 and 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 and 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 and ezuana jaaffar
publisher	Arshad Ayub Graduate Business School, Universiti Teknologi MARA
publishDate	2018
url	http://ir.uitm.edu.my/id/eprint/26140/ http://ir.uitm.edu.my/id/eprint/26140/1/PPm_AL%20ASHRAF%20ZARIF%20AL%20BAKRI%20AAGS%2018_5.pdf
first_indexed	2023-09-18T23:16:16Z
last_indexed	2023-09-18T23:16:16Z
_version_	1777419132625485824

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

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