Customer relationship management and organization performance among small and medium sized hotels in Langkawi

Customer relationship and organization performance is an important issues among the small and medium size hotels in Langkawi. This is because customer is the main source of income for the organization. Therefore, organization requires seeking methods to improve the customer relationship since it can...

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Main Author:	Lee, Choon Tong
Format:	Thesis
Language:	eng eng
Published:	2014
Subjects:	HD28-70 Management Industrial Management
Online Access:	https://etd.uum.edu.my/4063/1/s809980.pdf https://etd.uum.edu.my/4063/2/s809980_abstract.pdf
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id	my-uum-etd.4063
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Abdullah, Shahmir Sivaraj
topic	HD28-70 Management Industrial Management
spellingShingle	HD28-70 Management Industrial Management Lee, Choon Tong Customer relationship management and organization performance among small and medium sized hotels in Langkawi
description	Customer relationship and organization performance is an important issues among the small and medium size hotels in Langkawi. This is because customer is the main source of income for the organization. Therefore, organization requires seeking methods to improve the customer relationship since it can influence the organization performance. The purpose of this study was to investigate the relationship between customer relationship management and organization performance among small and medium size hotels in Langkawi. The sample of this study comprised of the 69 managers among the small and medium size hotels in Langkawi. In this study, questionnaire was used as instrument for data collection. In addition, regression and correlation analysis are used to analyze the correlation between independent variables and dependent variable. The research results have shown that the small and medium size hotels in Langkawi has high implementation in customer relationship management at current stage. Meanwhile, technology based CRM, CRM organization and customer orientation as dimensions of customer relationship management significantly influenced organization performance. However, only knowledge management is not significantly influenced organization performance. Besides, the study faced several limitations such as time and budget constraints which limited this study only to concentrate in Langkawi area. The findings of this study have some contributions for future research and organization performance development.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Lee, Choon Tong
author_facet	Lee, Choon Tong
author_sort	Lee, Choon Tong
title	Customer relationship management and organization performance among small and medium sized hotels in Langkawi
title_short	Customer relationship management and organization performance among small and medium sized hotels in Langkawi
title_full	Customer relationship management and organization performance among small and medium sized hotels in Langkawi
title_fullStr	Customer relationship management and organization performance among small and medium sized hotels in Langkawi
title_full_unstemmed	Customer relationship management and organization performance among small and medium sized hotels in Langkawi
title_sort	customer relationship management and organization performance among small and medium sized hotels in langkawi
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2014
url	https://etd.uum.edu.my/4063/1/s809980.pdf https://etd.uum.edu.my/4063/2/s809980_abstract.pdf
_version_	1747827673478987776
spelling	my-uum-etd.40632022-05-23T03:04:05Z Customer relationship management and organization performance among small and medium sized hotels in Langkawi 2014 Lee, Choon Tong Abdullah, Shahmir Sivaraj Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HD28-70 Management. Industrial Management Customer relationship and organization performance is an important issues among the small and medium size hotels in Langkawi. This is because customer is the main source of income for the organization. Therefore, organization requires seeking methods to improve the customer relationship since it can influence the organization performance. The purpose of this study was to investigate the relationship between customer relationship management and organization performance among small and medium size hotels in Langkawi. The sample of this study comprised of the 69 managers among the small and medium size hotels in Langkawi. In this study, questionnaire was used as instrument for data collection. In addition, regression and correlation analysis are used to analyze the correlation between independent variables and dependent variable. The research results have shown that the small and medium size hotels in Langkawi has high implementation in customer relationship management at current stage. Meanwhile, technology based CRM, CRM organization and customer orientation as dimensions of customer relationship management significantly influenced organization performance. However, only knowledge management is not significantly influenced organization performance. Besides, the study faced several limitations such as time and budget constraints which limited this study only to concentrate in Langkawi area. The findings of this study have some contributions for future research and organization performance development. 2014 Thesis https://etd.uum.edu.my/4063/ https://etd.uum.edu.my/4063/1/s809980.pdf text eng public https://etd.uum.edu.my/4063/2/s809980_abstract.pdf text eng public other masters Universiti Utara Malaysia Acar, A.Z., Zehir, C., Ozgenel, N. and Ozsahin, M. (2013). The effects of customer and entrepreneurial orientations on individual service performance in banking sector. Procedia- Social and Behavioral Sciences, 99, 526–535. Agnes, L.K.Y. (2009). CRM Adoption and Its Impact in Organizational Performance: Unpublish Doctor’s Thesis, University of Nottingham. Akroush, M.N., Dahiyat, S.E., Hesham, S.G. and Abu-Lail, B.N. (2011) Customer Relationship Management Implementation, An Investigation of a Scale’s Generalizability and Its Relationship With Business Performance In a Developing Country Context. International Journal of Commerce and Management, 158-19. 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Customer relationship management and organization performance among small and medium sized hotels in Langkawi

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