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Volume no. 7 | 2017/10
Issue no. 1


Title
A Design of a Mobile Application Applying CRM Factors on Customer Satisfaction in Citimart Bauan – Supermarket
Author
Aldrilyn C. Adame, Glayzil H. Garcia, Johnsen C. Meijia Researchers Mrs. Elvie Pita Adviser
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Downloads: 2
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Abstract
Customers are the lifeblood of every organization, yet due to their complex nature coupled with information communication technology, it has become very difficult to satisfy and retain them. This paper examined the impact of customer relationship management (CRM) factors on customer satisfaction. CRM is one of the critical strategies that can be employed by organizations to improve competitive advantages. Two critical CRM factors are measured in this study are behavior of the employee and relationship development. The study was performed in Citimart Bauan-Supermarket. The study employed quantitative approach and base on 50 respondents. The finding shows that behavior of the employees and Relational Development is significant to customer satisfaction.
Keywords
Keywords: Customer Satisfaction, CRM, CRM Factors
References
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