The Relationship Between Customer Relationship Management (CRM) and Employee Skills to Customer Satisfaction: Case Study at Micro Finance Department, BSN

Globalization and the high level of competition need the banking sector to increase their customer satisfaction for the continuity of business. The popular approach to ensure the customer satisfaction is by practicing the Customer Relationship Management (CRM). The purpose of this study is to identi...

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Main Author:	Mohd Nor Hazwan, Yusuf
Format:	Thesis
Language:	eng eng
Published:	2011
Subjects:	HF5001-6182 Business
Online Access:	https://etd.uum.edu.my/2513/1/Mohd_Nor_Hazwan_Yusuf.pdf https://etd.uum.edu.my/2513/2/1.Mohd_Nor_Hazwan_Yusuf.pdf
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id	my-uum-etd.2513
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spelling	my-uum-etd.25132016-04-19T03:12:40Z The Relationship Between Customer Relationship Management (CRM) and Employee Skills to Customer Satisfaction: Case Study at Micro Finance Department, BSN 2011 Mohd Nor Hazwan, Yusuf Mohd Isa, Mohd Faizal College of Business (COB) College of Business HF5001-6182 Business Globalization and the high level of competition need the banking sector to increase their customer satisfaction for the continuity of business. The popular approach to ensure the customer satisfaction is by practicing the Customer Relationship Management (CRM). The purpose of this study is to identify the relationship and influence of CRM and employees' skills towards customer satisfaction in MFD, Bank Simpanan Nasional, Kota Bharu. This study carried out by covering 126 of customers who deal with MFD from various levels. The questionnaire is adapted from research done by Richard, J.E (2008) regarding on CRM and research done by Nick, Patrick (2008) regarding on customers' satisfaction. Mean, Standard Deviation, Pearson Correlation Coefficient and Linear Regression were used to achieve objectives of the study. The result from mean analysis shown that customer satisfaction levels on CRM were low compared to employees' skills. The result from Pearson Correlation Coefficient shows that there is low positive significant relationship between employees' skills on customer satisfaction. While, the linear regression analysis shows that the CRM factor is the most influential factor (B = .386, p = .000) on customers' satisfaction in MFD, Bank Simpanan Nasional, Kota Bharu. This study proposes that MFD must review their CRM factor and employees' skills that possessed by their staff to improve customers' satisfaction. 2011 Thesis https://etd.uum.edu.my/2513/ https://etd.uum.edu.my/2513/1/Mohd_Nor_Hazwan_Yusuf.pdf application/pdf eng validuser https://etd.uum.edu.my/2513/2/1.Mohd_Nor_Hazwan_Yusuf.pdf application/pdf eng public masters masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Mohd Isa, Mohd Faizal
topic	HF5001-6182 Business
spellingShingle	HF5001-6182 Business Mohd Nor Hazwan, Yusuf The Relationship Between Customer Relationship Management (CRM) and Employee Skills to Customer Satisfaction: Case Study at Micro Finance Department, BSN
description	Globalization and the high level of competition need the banking sector to increase their customer satisfaction for the continuity of business. The popular approach to ensure the customer satisfaction is by practicing the Customer Relationship Management (CRM). The purpose of this study is to identify the relationship and influence of CRM and employees' skills towards customer satisfaction in MFD, Bank Simpanan Nasional, Kota Bharu. This study carried out by covering 126 of customers who deal with MFD from various levels. The questionnaire is adapted from research done by Richard, J.E (2008) regarding on CRM and research done by Nick, Patrick (2008) regarding on customers' satisfaction. Mean, Standard Deviation, Pearson Correlation Coefficient and Linear Regression were used to achieve objectives of the study. The result from mean analysis shown that customer satisfaction levels on CRM were low compared to employees' skills. The result from Pearson Correlation Coefficient shows that there is low positive significant relationship between employees' skills on customer satisfaction. While, the linear regression analysis shows that the CRM factor is the most influential factor (B = .386, p = .000) on customers' satisfaction in MFD, Bank Simpanan Nasional, Kota Bharu. This study proposes that MFD must review their CRM factor and employees' skills that possessed by their staff to improve customers' satisfaction.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Mohd Nor Hazwan, Yusuf
author_facet	Mohd Nor Hazwan, Yusuf
author_sort	Mohd Nor Hazwan, Yusuf
title	The Relationship Between Customer Relationship Management (CRM) and Employee Skills to Customer Satisfaction: Case Study at Micro Finance Department, BSN
title_short	The Relationship Between Customer Relationship Management (CRM) and Employee Skills to Customer Satisfaction: Case Study at Micro Finance Department, BSN
title_full	The Relationship Between Customer Relationship Management (CRM) and Employee Skills to Customer Satisfaction: Case Study at Micro Finance Department, BSN
title_fullStr	The Relationship Between Customer Relationship Management (CRM) and Employee Skills to Customer Satisfaction: Case Study at Micro Finance Department, BSN
title_full_unstemmed	The Relationship Between Customer Relationship Management (CRM) and Employee Skills to Customer Satisfaction: Case Study at Micro Finance Department, BSN
title_sort	relationship between customer relationship management (crm) and employee skills to customer satisfaction: case study at micro finance department, bsn
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2011
url	https://etd.uum.edu.my/2513/1/Mohd_Nor_Hazwan_Yusuf.pdf https://etd.uum.edu.my/2513/2/1.Mohd_Nor_Hazwan_Yusuf.pdf
_version_	1747827363211640832

The Relationship Between Customer Relationship Management (CRM) and Employee Skills to Customer Satisfaction: Case Study at Micro Finance Department, BSN

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