Research Article Published 28 July 2019

The Relationship between Technology, Financial and Location Strategies and Customer Relationship Management Performance among Logistics Service Providers

How to Cite

How to Cite

Mohamad Shah, M. F., Wahab, S., & Tajudin, A. (2019). The Relationship between Technology, Financial and Location Strategies and Customer Relationship Management Performance among Logistics Service Providers. Journal of Business Management and Accounting, 9(1), 15-25. https://doi.org/10.32890/jbma2019.9.1.10059
Muhamad Fairos Mohamad Shah
Universiti Sultan Azlan Shah, Malaysia
Samsudin Wahab
Universiti Sultan Azlan Shah, Malaysia
Anas Tajudin
Universiti Sultan Azlan Shah, Malaysia
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DOI 10.32890/jbma2019.9.1.10059 Cite this article
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Article

Abstract

Small and medium enterprises (SMEs) are playing an increasingly important role in sustaining economic growth and logistic system in Malaysia. The objective of this study is to investigate the relationship between technology, financial and location strategy and customer relationship management performance. The population of this study consist of customers of three logistic companies in Penang, Selangor and Johor Bharu. Simple random sampling method was used from the target population. A total of 391 respondents consisting of individuals who are consumers of the logistic services offered by the companies answered the questionnaires. Findings from the study has important managerial implications as it will enable management of SMEs to understand the progressive and highly varied CRMP practices and contextual factors that contribute to CRMP as well as effective, efficient and innovative implementation. The study concludes that customer satisfaction is a significant component of CRMP.

Keywords
CRMP technology financial location strategy SMEs

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Citation percentile 93th
Field-weighted citation impact 0.00
Works this article cites 16

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Identifiers
DOI · 10.32890/jbma2019.9.1.10059
OpenAlex · W4318712376

References

References 23
Deposited to Crossref with the article DOI
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