The Effect of Entrepreneurship and Digital Technology on Customer Relationship Management: Dependability Study Among Entrepreneur Logistic Operators
DOI:
https://doi.org/10.18502/kss.v9i16.16267Abstract
This study aims to determine the effect of marketing and entrepreneurship on customers relationship management. The study factors include functional value, time compression, reliability, flexibility, and capacity. This study was led at Pulau Pinang, Selangor, and Johor Bharu. Furthermore, individual customers who use logistic services were sampled. In addition, the total respondents to the questionnaires were 391. The method used in the study is applied research. A questionnaire on the Likert scale was applied for the survey. Results showed that the customer intention effect is significant to the study in entrepreneurship. The study was also conducted using SEM analysis. Further study is required on the subject.
Keywords: planning, technology, virtual leadership
References
Anderson JC, Gerbing DW. Structural equation modeling in practice: a review and recommend two-step approach. Psychol Bull. 1988;103(3):411–23. DOI: https://doi.org/10.1037//0033-2909.103.3.411
Hayes AF. Beyond Baron and Kenny: Statistical Mediation Analysis in theNew Millennium. Commun Monogr. 2009;76(4):408–20. DOI: https://doi.org/10.1080/03637750903310360
Baron RM, Kenny DA. The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. J Pers Soc Psychol. 1986;51(6):1173–82. DOI: https://doi.org/10.1037//0022-3514.51.6.1173
A.Zuraimi, Mohd Rafi Yaacob, Mohamed Dahlan Ibrahim. Logistics Development in Malaysia East Coast Region: Infrastructure, Constraints and Challenges. International Journal of Trade. Economics and Finance. 2013;4(5):325–30. DOI: https://doi.org/10.7763/IJTEF.2013.V4.310
Bavarsad B, Hosseinipour G. Studying the Factors Affecting the Customer Relations Management (CRM) in Marun Petrochemical Company. Journal Of Contemporary Research In Business. 2013;4(11):845–57.
Chen IJ, Popovich K; Chen & Popovich. Understanding customer relationship management (CRM). Bus Process Manag J. 2003;9(5):672–88. DOI: https://doi.org/10.1108/14637150310496758
Fishbein M, Ajzen I. Belief, attitude, intention and behaviour: an Introduction to theory and research. California: Addison-Wesley; 1975.
Fishbein M, Ajzen I. Predicting and changing behaviour: The reasoned action approach. New York: Psychology Press; 2010. DOI: https://doi.org/10.4324/9780203838020
H.Sanjit Singh (2015). The Effect Of Satisfaction On Customer Loyalty In Logistics Outsourcing Relationships. ASM’s International E-Journal on Ongoing Research in Management and IT, 228-24.
Hair JF, Black WC, Babin BJ, Anderson RE. Multivariate Data Analysis, A Global Perspective. 7th ed. New Jersey: Pearson Education Inc.; 2010.
Meidutė-Kavaliauskienėa I, Aranskisa A, Litvinenko M. Consumer satisfaction with the quality of logistics services. Procedia Soc Behav Sci. 2014;110:330–40. DOI: https://doi.org/10.1016/j.sbspro.2013.12.877
Zakaria I, Ab B. The Relationship between Loyalty Program, Customer Satisfaction and Customer Loyalty in Retail Industry: A Case Study. Procedia Soc Behav Sci. 2014;129:23–30. DOI: https://doi.org/10.1016/j.sbspro.2014.03.643
Jamaluddin; Endang, Ruswanti (2017). Impact of Service Quality and Customer Satisfaction on Customer Loyalty: A Case Study in a Private Hospital in Indonesia. IOSR Journal of Business and Management (IOSR-JBM). eISSN: 2278-487X, p-ISSN: 2319-7668. 19,(5.) Ver. I (May. 2017), PP 23-33 www.iosrjournals.org DOI: https://doi.org/10.9790/487X-1905012333
Krejcie,R.V. and D.W.Morgan,(1970). Determining Sample Size for Research Activities. Journal of Educational and psychological measurement, 30, 607-610. DOI: https://doi.org/10.1177/001316447003000308
Ling E.K. and Wahab, S.N. (2019) ‘Integrity of Food Supply Chain: Going beyond Food Safety and Food Quality’, International Journal of Productivity and Quality Management, https://doi.org/10.1504/IJPQM.2019.10019297. DOI: https://doi.org/10.1504/IJPQM.2020.105963
Liu, Chia, Ming; Tsung, Yuan, Wang. (2017). A study on the effect of service quality on customer loyalty and corporate performance in financial industry.Journal of BusinessManagement, 15 (2-2), 355-363. DOI: https://doi.org/10.21511/ppm.15(2-2).2017.05
MacKinnon DP. (2000). Contrasts in multiple mediator models., Multivariate applications in substance use research. In J. S. Rose, L. Chassin, C. C.Presson, & S. J. Sherman (Eds.)Mahwah, NJ: Lawrence Erlbaum Associates, Inc.(pp. 141_160)
Mackinnon D. Introduction to statistical mediation analysis. New York: Taylor & Francis Group; 2008.
Mardia KV. Measures of multivariate skewness and kurtosis with applications. Biometrika. 1970;57(3):519–30. DOI: https://doi.org/10.1093/biomet/57.3.519
Shah MF. (2020) Business Strategy Impact in Customer Relationship Management Performance Characteristic among SME’s Transport ServicePaper ID: IBMC 2020: 048-028.Retrieved From http://www.uumibmc.com/
Shah MF. (2019). Exploring Characteristic Of Customer Relationship Management Performance In Business Satisfaction Provider.Proceding Palm Oil: Economic Colloquium 2019, Retrieved From Https://Mpob.Gov.My
Shah MF. (2019).Hubungan Di Antara Kesetiaan Perhubungan Pelanggan Terhadap Teknologi Penghantaran Perkhidmatan Kecilsederhana.Proceding of Seminar Penyelidikan Kebangsaan Penyelidikan Pemangkin Kecemerlangan Pendidikan., F25 143-150. Eisbn: 978-983-2084-48-8, Retrieved From Https://Seminarfpe.Wixsite.Com/Spk2019
Shah MF, Wahab S. (2019).Customer Relationship Management Association On Financial Strategy Logistic Service.Proceeding of International Conference On Design Industries And Creative Culture.(P16).p2,Retrieved From Https://Designdecodeduitm.Wixsite.Com/Designdecoded2018
Shah MF, Wahab S. (2019).Association Development EducationOfTechnology Strategy Performance On Customer Characteristic.Proceeding of International ConferenceOnEducationAndTeacherDevelopment( Icetd2019).Hc13,p14,Retrieved from https://Icetd.Educonferences.Net/19/
Shah MF, Wahab S, Rosli MA. (2018).Determination Competitive of Customer Relationship Management and Administration in Education.Proceding of 5th International Education Postgraduate Seminar (5th IEPS 2018),pp19 ID 5 Retrieved from https://educ.utm.my/ieps2018/
Shah MF, Wahab S, Tajudin A. (2018).The Contributing Future Trends in Education of Financial Strategy on Customer Relationship Management Performance Characteristic: A Pilot Study among SME’s Logistic Operators. Proceedings of the International Conference on the Future of Education, 183(D20)114,ISSN 1985-1731. Retrieved from http://www.iconfed 2018.my.
Shah MF, Wahab S, Tahir MS. (2017). The Contributing Factor of Technology Strategy on Customer Relationship Management Performance: A Pilot Study among SME’s Logistic Operators.The 4th World Conference on Islamic Thought and Civilization,Journal of Thaqafah,147- 154,Retrieved from http://www.wcit.my
Shah MF, Wahab S, Hussin N. The contributing Factors of Business Process Strategy on Customer Relationship Management Performance: A Pilot Study among SME’s logistic operator.3rd International Conference on Information Science [Retrievedfrom http://www.ipneducationgroup.org/.]. J Serv Mark. 2017;006:22.
Shah MF, Wahab S. (2017).The Contributing Factors of Location Strategy on Customer Relationship Management Performance: A Pilot Study among SME’s Logistic Operators, National Conference on Creativity in Education and Humanities. Journal of Economics,Business and Management,OP54, Retrieved from http://www.ncc2017.usm.my/
Shah MF, Wahab S. (2017).The Mediating Effect Of Customer Intention Toward Customer Relationship Management Performance Among Malaysia Logistic Service Industries, International Conference Islam Borneo (X). Journal of Entrepreneurial Behaviour & Research,(Ekp007),Retrieved from://www.kaib.com.my/
Shah MF, Wahab S, Tahir MS. (2016).The determinant of Supplier 2 Customer Relationship Management Performance Model for SMEs.International Conference on Post Graduate Education (ICPE-7);Journal of Information, Knowledge and Management,T02,47,(36)1284-1293.Retrievedfrom http://www.ipsis.uitm.edu.my/icpe7//
Shah MF, Wahab S, Tahir MS. (2016).Customer-Supplier Relationship Management Performance Model for SMEs: The Integration of Financial and Technology Strategy. Journal of Advances in Business Research International, 2 (2), 567.Retrived from:www.abric2016.uitm.edu.my/
Shah MF, Wahab S, Tahir MS. (2016).Customer- Supplier Relationship Management Performance Model for SMEs: Missing Link between Logistic and Business Intermediaries. ASEAN Entrepreneurship, Journal AEJ,2(2),16-26,(ISSN 2289-2125).Retrieved from http://aej.uitm.edu.my/ DOI: https://doi.org/10.24191/abrij.v2i2.10021
Rizwan M, Qayyum M, Qadeer W, Javed M. The impact on branded product on consumer purchase intentions. Journal of Public Administration and Governance. 2014;4(3):57–74.
Rakovska M. The Impact of Strategy and Logistics on Performance: A Methodological Framework. Research in Logistic and Production. J Relationsh Mark. 2013;3(3):213– 23.
Nunnaly JC. Psychometric theory. 2nd ed. New York: McGraw-Hill; 1978.
Rizwan, Qayyum, Qadeer, & Javed, (2014).The impact on branded product on consumer purchase intentions. Journal of Public Administration and Governance, 4, (3)57-74. https://doi.org/10.5296/jpag.v4i3.5849 DOI: https://doi.org/10.5296/jpag.v4i3.5849
Sekaran U, Bougie R. Research Methods for Business: A Skill- Building Approach. 6th ed. New York: Wiley; 2013.
Wahab S, Jamalulil SA, Shah MF. (2017). The Relationship between Service, Process, Organization and Marketing Innovations towards Firm Performance: Views of Broadcasting Industry in Malaysia. Proceding of International Conference on Advanced Education and Management Science (AEMS 2017), 2335, 125-129 Retrieved from http://www.aems2017.org// DOI: https://doi.org/10.12783/dtssehs/aems2017/8290
Unidha M. The Effect of Service Quality on Trust and Loyalty for Giant Customers in Malang City. Arabian Journal of Business and Management. 2017;7:5.
Wahab SN, Rajendran SD. (2019) ‘Consumer’s Preference on Delivery Options: A study from Online Shoppers’, International Conference on Social Science and Humanities 2019 (ICOSSH2019), pp. 255-268, 8-9.
Shah MF. (2022) Model Influence Finance and Location Strategy on Customer Relationship Management Performance Characteristic: An Actual Study among SMEs’ Logistic Operators. JMS ISSN 2948-4286, Journal of Management Scholarship. https://doi.org/10.38198/JMS/1.1.2022.3 DOI: https://doi.org/10.38198/JMS/1.1.2022.3
