Effect of Customer Relationship Management (CRM) on Performance of Small-Medium Sized Enterprises (SMEs) Using Structural Equations Model (SEM)
Journal Title: International Journal of Academic Research in Accounting, Finance and Management Sciences - Year 2015, Vol 5, Issue 2
Abstract
In today world, the necessity of continuing activities and maintaining the competitive advantage is attention to customers that due to their direct relationship with organization actions are valuable source for opportunities, threats and operational questions related to the industry. This study aims to investigate the effect of customer relationship management (CRM) on the performance of small and medium size enterprises (SMEs). Statistical population of this study is managers active in industrial park in Mashhad. Statistical sample of this research is 105 managers who were selected randomly from among the managers of industrial park located in this city. Library method was used for gathering data. In this research, survey method and questionnaire were used to identify the effect among variables and data analysis was done by AMOS18 and SPSS19 software. Results showed that CRM has significant effect on the performance of enterprises. Technology is a key factor which influences SMEs and leads to superiority on competitors. Besides, for achieving more desired performance, enterprises should pay attention to market and customers.
Authors and Affiliations
Amir Mozaheb, Sayyed Mohammad Ali Alamolhodaei, Mohammad Fotouhi Ardakani
Keywords
Related Articles
- EP ID EP158501
- DOI 10.6007/IJARAFMS/v5-i2/1600
- Views 102
- Downloads 0
Theoretical Elements on the Use of Price Indices for Inflation Measurement
In this article, the authors aim to highlight the main theoretical elements that are required when using price indices to measure inflation. It is known that inflation is changing prices over a period of time. In common...
The Use of Strategic Management Accounting Techniques (SMATs) in Sustainability Performance Measurement for Corporate Governance in Nigeria
The present study was conducted to determine whether the use of strategic management Accounting Techniques (SMAT) is capable of providing Managers with information for sustainability in corporate governance. A survey was...
Mechanisms for the Creation of Innovation in Contemporary Business and Economy
Innovation differentiates the company from the competition, attracts new customers and generates revenue. The struggle for customers requires constant innovation, the result of which must be the creation of new...
Principles of Islamic Capital Market
This article aims at reviewing the basic concepts and principles of Islamic Capital Market (ICM). Hence, issues related to the ICM such as its components, norms and ethics of transaction, Sukuk structuring, stock selecti...
Organizational Change: Where Have We Come From and Where Are We Going?
This study was conducted to determine the most studied topics which studied in organizational change management and pave the way the future research in organizational change. For this purpose, first of all, concept of or...