Determinants of relationship quality and loyalty in personalized services

determinants of relationship quality and loyalty in personalized services

Determinants of relationship quality and loyalty in personalized services. Asia Pacific Journal of Management 17 (3): [email protected] Repository. Keyword: e-relationship quality, e-satisfaction, Hotel website 1. . Moreover, the conceptual model illustrates determinants of e-relationship quality and e-loyalty. . Thirdly, the relational function included customized service and personalized. Customization increases perceived service quality, customer satisfaction, customer of service customization on customer loyalty and other relationships variables and Hart () asserts that customers' demand for customized products and of the original ten determinants of service quality (Parasuraman et al., ).

Data analysis includes turning a series of recorded observation into descriptive and significant statements. In this thesis, the data gathered were entered and coded into the computer for analysis.

determinants of relationship quality and loyalty in personalized services

Moreover, these analyses included both descriptive statistics and inferential statistics. The research made extensive use of "Pearson Product Moment Correlation" of inferential statistics. Inferential analysis determines the strength of the relationship among dependent and independent variables. This method was applied to identify whether the correlation exist among the various dependent and independent variables.

Results and Findings In response to the purpose of this study, the respondents reported that finding information relevant to research is most common among them. Correlation analysis was conducted on the hypotheses that configured the association between dimensions of e-relationship quality and the e-loyalty of a Malaysian hotel website.

determinants of relationship quality and loyalty in personalized services

These research questions examined the following directional hypothesis: Correlation is significant at the 0. To investigate these research questions, the Pearson Product Moment Correlation was used to determine the association between purpose of eRQ on e-satisfaction eS and e-trust eT to detect the relationships among them.

The following table provides the inferential statistics of the eRQ on eS and eT at. The results in the following table revealed that there are high positive and significant associations among e- relationship quality eRQ and e-Satisfaction eS and e-Trust eTas follows: In general, the associations among e-Relationship Quality and e-Satisfaction and e-Trust are significant and of very high relationships.

Moreover, there is also a significant correlation among e-satisfaction eS and e-trust eT as displayed in the above table Table 2. Based on this conclusion, therefore, it is affirmed that the hypothesis 4 and 5 are accepted at the.

In overall, the results of this thesis demonstrated that the respondents were satisfied with using hotel websites and this result is supported by Lages et al.

A website gives direct links among the consumer and the organization Kiang et al. Thus, many prior researches on the determinants of e-relationship quality have suggested that the e-relationship quality are combinations of technical functions like Internet security and traditional communicational function in marketing like mailing services Devaraj et al.

In light of the first issue, the determinants of e-relationship quality were revealed to have three aspects: The results displayed that the communicational function, followed by relational function and transactional function were the most important dimension that would be affected customer e-loyalty. Firstly, the traditional communicational function concentrates on common interaction among a firm and customers in marketing.

determinants of relationship quality and loyalty in personalized services

This function continues to perform a prominent role in the online context due to an online provider is in a better position to take advantage of the Internet for disseminating information as well as answering all inquiries from customers.

Secondly, considering the relative influence of the transactional function, the dominant factor of transactional function was website service quality related to the useful website content, content website convenience, website accessibility, website security, and website design followed by transaction complexity.

Thirdly, the relational function included customized service and personalized WebPages. Personalized hotel website is a prominent characteristic that can allow hotel guests to report personal needs, complaints and suggestions.

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The Relationship Between the Customer Relationship Management and Patients’ Loyalty to Hospitals

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Relationships between providers and users of market. Furthermore, in a study conducted by Gbadeyan, stated that CRM has had a significant impact on the quality of hospital services in Nigeria which in turn creates patient satisfaction and loyalty Gbadeyan, A significant relationship between the component of service-providing processes and loyalty was observed.

Also, a significant relationship was observed between the components of human resources and loyalty. Ayimbillah Atinga et al. The results of these two studies are also consistent with those of the current study. The cause should be sought in objectives and functions of these three components in hospitals. These three components, unlike the other two components HR, SPare not tangible and understandable for hospitalized patients, but patients have a direct and understandable relationship with human resources and service-providing processes.

These three components can be considered as factors supporting and strengthening two components HR, SP. Also, Kaufman in a report on the impact of internet and information technology on diabetes treatment stated that they can be applied as effective tools for better treatment of more number of patients Kaufman, Indeed, these three components are considered as tools for human resources in hospitals.

In order to improve customer relationship management, all its areas should go further in the same direction. In addition, human resources and their functions are considered as the most important dimensions of patient satisfaction and loyalty.

It can therefore be concluded that in order to implement CRM, firstly managers should focus on human resources and service-providing processes. However, in long terms, they should know that improvements in these two dimensions requires strong support by knowledge management, information technology and appropriate organizational structures.

Limitations The lack of a hospital in which the CRM has been completely implemented is a limitation of this study, so that each hospital had taken steps in achieving the CRM, so inpatient wards in participating hospitals were selected for the setting of the study. References Adeleke A, Aminu S. The determinants of customer loyalty in Nigeria's GSM market. International Journal of Business and Social Science.

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The Relationship Between the Customer Relationship Management and Patients’ Loyalty to Hospitals

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determinants of relationship quality and loyalty in personalized services

Research and study on performance analysis of hospital CRM system and its improvement. The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing. Choi W, Rho M. J, Park J, Kim K. Information system success model for customer relationship management system in health promotion centers. Health care Informatics Research.

determinants of relationship quality and loyalty in personalized services