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Home > Understanding the Impact of CRM on Customer Loyalty: The Mediating Role of Customer Satisfaction and Trust A Study of Banking Sector in Faisalabad .

Understanding the Impact of CRM on Customer Loyalty: The Mediating Role of Customer Satisfaction and Trust A Study of Banking Sector in Faisalabad .

Thesis Info

Author

Sobia Sanaullah

Department

Department of Management Sciences

Program

Mphil

Institute

National University of Modern Languages

Institute Type

Public

City

Islamabad

Province

Islamabad

Country

Pakistan

Thesis Completing Year

2013

Subject

Management Sciences

Language

English

Added

2021-02-17 19:49:13

Modified

2024-03-24 20:25:49

ARI ID

1676728783800

Similar


Main objectives of this research study are to investigate the mediating role of customer satisfaction and customer trust between (perceived) customer relationship management (CRM) and customer loyalty and to investigate the inter-relationship between CRM, customer satisfaction, customer trust and customer loyalty. In this study banking sector was selected as a sample, banks which offer their services to general public at large were considered such as private banks, Islamic banks and foreign banks branches located in Faisalabad region. Sample of study was consisted of 250 individual customers of banks which were selected by convenient sampling technique. A self-administrative questionnaire was used for collecting data from selected sample which was adapted- from previous literature. Statistical techniques such as descriptive statistic, cronbach alpha, correlation analysis, ANOVA and Regression analysis were applied on data by using (Statistical Package for the Social Sciences) SPPS .16.0. Results indicated that there are statistically significant positive linear relationships among all study variables, the level of significance for all study variables were significant at (p < 0.01) level 2 tailed. Results also revealed that CRM have significant and positive influence and relationship with customer satisfaction, customer trust and customer loyalty. On other hand customer satisfaction and trust also have significant and positive influence and relationship with customer loyalty. The exclusive and essential findings of this study are that Customer satisfaction and customer trust partially mediate the relationship between CRM and customer loyalty. This study also enhance management's knowledge and provide managerially relevant (actionable) results that by improving CRM system and strategies in banks, they can get more customer's satisfaction and customer's trust which ultimately strengthen favourable behavioural intensions such as customer's loyalty. Furthermore, there is no study previously done in Pakistan especially in specific region (Faisalabad) that has found mediating effect of customer satisfaction and trust between CRM and customer loyalty. This study is a distinguished but limited contribution in literature. The overall findings and recommendations of this study contributes towards improvement of existing CRM strategies and applications of banks that also helps them to overcome their weaknesses by and achieve competitive advantage in form of loyal customers.
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مولانا عبدالکریم پاریکھ

مولانا عبدالکریم پاریکھ
یہ خبر بڑے رنج و افسوس کے ساتھ سنی جائے گی کہ ممتاز عالم دین اور مشہور ملی رہنما مولانا عبدالکریم پاریکھ ۱۱؍ ستمبر ۲۰۰۷؁ء کو ناگ پور میں وفات پاگئے، جہاں ان کا خاندان گجرات سے آکر آباد ہو گیا تھا، وہ ۱۵؍ اپریل ۱۹۲۸؁ء کو اکولہ (مہاراشٹر) میں پیدا ہوئے تھے، ابتدائی تعلیم حاصل کر کے یہیں کولڈ ڈرینگ ہوٹل میں ملازمت اختیار کرلی، پھر اپنا کاروبار شروع کیا جس میں اﷲ نے بڑی برکت دی اور جلد ہی وہ ناگ پور میں لکڑیوں کے بڑے تاجر شمار کیے جانے لگے۔
کاروباری مشغولیت کے ساتھ علم و مطالعہ اور دین سے بھی ان کو شغف رہا، اسی اثنا میں ان کا تعلق مولانا سید ابوالحسن علی ندویؒ سے ہوا جو روز بہ روز بڑھتا گیا یہاں تک کہ ان کے خلیفہ مجاز ہونے کا فخر حاصل ہوا، مولانا علی میاں ان کی بڑی قدر کرتے اور انہیں اپنے ساتھ جلسوں میں لے جاتے اور ان سے اصلاحی و دعوتی تقریریں کراتے۔
مولانا علی میاں نے پیام انسانیت کی تحریک شروع کی، جس کا مقصد اسلام کے بارے میں غیر مسلموں میں پھیلی ہوئی غلط فہمیوں کا ازالہ اور یہ بتانا تھا کہ اسلام ساری انسانیت کے لیے دین رحمت ہے، اس کی تعلیم امن و آشتی، انسان دوستی، اخوت، بھائی چارگی اور اتفاق و اتحاد کی ہے، فتنہ و فساد اور ظلم و جارحیت سے اس کا کوئی تعلق نہیں، اس تحریک میں مولانا عبدالکریم پاریکھ حضرت مولانا کے دست راست ہوگئے تھے اور ان کی تقریروں سے غیر مسلموں کو بڑا فائدہ پہنچتا تھا۔
مولانا عبدالکریم پاریکھ کی جانب مولانا علی میاں کا اعتنا دیکھ کر ندوے کا ہر شخص ان کا گرویدہ ہوگیا تھا اور وہ ندوہ کے مختلف معاملات میں دخیل اور اس کی کئی کمیٹیوں کے ممبر بھی...

سپین اور ہندوستان میں مسلمانوں کے سیاسی زوال کے مشترک اسباب اور اسلامی تعلیمات

The Muslims ruled over Spain and India for many years. They left over behind themselves many signs of art, architecture, culture and the customs of life. The Muslims both in regions set a remarkable art of living which can still be visualized. It reflects a picture of their high potential and advancement but due to some reasonable causes their journey upwards stopped and the other powers dominated them. In this article the various causes of political decline have been analyzed in Islamic perspective.

Effect of Allelopathic Plants on Morphoanatomical Features of Wheat

This study was conducted to evaluate the effect of allelopathic plant on growth and morpho-anatomical features of wheat. Three experiments were conducted in order to study the allelopathic effects of root, stem, leaf and fruit of Dodonea viscosa, Eucalyptus camaldulensis, Fumaria indica, Juglans regia, Melia azedarach, Olea ferruginea,Sapindus mukorossi, Tamarix indica and Taraxacum officinale on growth and morpho-anatomical features of Wheat variety Pirsabaq 2005 during 2013-2016 at experimental field and laboratory, Department of Botany, Hazara University Mansehra. The present investigation showed that all the applied allelopathic plants parts have adverse effect on germination, morphological and anatomical parameters of wheat. Results of germination revealed that leaf aqueous extracts > Fruits> Root > Shoot. The degree of sensitivity of wheat in respect of growth to applied applications was Melia azedarach > Sapindus mukorossi > Taraxacum officinale > Juglans regia > Fumaria indica > Eucalyptus camaldulensis > Olea ferruginea > Tamarix indica > Dodonea viscosa. Root, stem, leaf of Olea ferruginea increased the diameter of xylem, phloem, and mesophyll tissue of root, stem and leaf of wheat which directly effect the physio-morphology of wheat. Fumaria indica has stimulatory effect on radical and plumule length, it also increases morpho-agronomic characters and anatomical character of wheat. Fruit of Melia azedarach is least effect of on germination and morpho–agronomic and anatomical character of wheat. The fruit of Sapindus mukorossi is highly harmful for germination, morphology, agronomy,and anatomical features of wheat and partially block the xylem and phloem as result it retard germination, morphology,agronomy of wheat. Dodonea viscosa is less toxic as compare to Tamarix indica and Juglan regia and Eucalyptus camadulensis for wheat growth and anatomical parameters. It is concluded that stem of Eucalyptus camaldulensis is highly toxic for all the morpho-agronomic characters of wheat i-e length of internode,length of spike, grain yield. Soil analysis shows that all allelopathic plants decrease the nitrogen in soil while phosphorus is deficient in Tamarix indica leaf and Melia azedarch treatments. Similarly potassium value increase in all treatments as compare to control. Maximum electric conductivity was observed in Eucalyptus camadulesis stem. pH values do not show significant difference in all treatments. Eucalyptus camaldulensis, Melia azedarach, Sapindus mukorossi,Tamarix indica, Juglans regia decrease the germination, growth and yield of wheat. Olea ferruginea and Fumaria indica show stimulatory effect on germination and other morpho-anatomical features of wheat. This study would be helful to understand the nature of allelopathic plants either they have allopathic effect or allelopathic potentials for different crops. Some allelopathic plants would be benficial and harmful for the growth of different crops due to allelochemicals. Biofertilizers and bioherbicides can be prepared from the allopathic plants for crop improvement.