The Influence of Customer Relationship Management on Customer Retention in the Insurance Sector, Malaysia
Insurance is the service sector where competition is stiff to attract new or retain the current customers among insurance organizations. Customer relationship management (CRM) is the strategy what helps the insurance organizations to adapt to be competitive in the insurance industry. CRM helps the i...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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INTI International University
2019
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| Subjects: | |
| Online Access: | http://eprints.intimal.edu.my/1321/ http://eprints.intimal.edu.my/1321/1/ij2019_47.pdf |
| _version_ | 1848766704910336000 |
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| author | Xing, Liew Syriac, Nellikunnel Devasia |
| author_facet | Xing, Liew Syriac, Nellikunnel Devasia |
| author_sort | Xing, Liew |
| building | INTI Institutional Repository |
| collection | Online Access |
| description | Insurance is the service sector where competition is stiff to attract new or retain the current customers among insurance organizations. Customer relationship management (CRM) is the strategy what helps the insurance organizations to adapt to be competitive in the insurance industry. CRM helps the insurance organizations to retain the customers through the CRM practice to concentrate on the need of individual customers in the long-term period and contributes a lot to customer satisfaction, loyalty, and retention. This research objective is to examine the effects of customer relationship management on customer retention in the insurance industry of Kuala Lumpur, Malaysia. The researcher adopted the CRM dimensions which are customer orientation, knowledge management, CRM organization and CRM technology as independent variables to examine its effects on customer retention. |
| first_indexed | 2025-11-14T11:55:23Z |
| format | Article |
| id | intimal-1321 |
| institution | INTI International University |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T11:55:23Z |
| publishDate | 2019 |
| publisher | INTI International University |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | intimal-13212024-04-18T07:03:59Z http://eprints.intimal.edu.my/1321/ The Influence of Customer Relationship Management on Customer Retention in the Insurance Sector, Malaysia Xing, Liew Syriac, Nellikunnel Devasia H Social Sciences (General) HD28 Management. Industrial Management Insurance is the service sector where competition is stiff to attract new or retain the current customers among insurance organizations. Customer relationship management (CRM) is the strategy what helps the insurance organizations to adapt to be competitive in the insurance industry. CRM helps the insurance organizations to retain the customers through the CRM practice to concentrate on the need of individual customers in the long-term period and contributes a lot to customer satisfaction, loyalty, and retention. This research objective is to examine the effects of customer relationship management on customer retention in the insurance industry of Kuala Lumpur, Malaysia. The researcher adopted the CRM dimensions which are customer orientation, knowledge management, CRM organization and CRM technology as independent variables to examine its effects on customer retention. INTI International University 2019 Article PeerReviewed text en cc_by_4 http://eprints.intimal.edu.my/1321/1/ij2019_47.pdf Xing, Liew and Syriac, Nellikunnel Devasia (2019) The Influence of Customer Relationship Management on Customer Retention in the Insurance Sector, Malaysia. INTI JOURNAL, 2019 (47). ISSN e2600-7320 https://intijournal.intimal.edu.my |
| spellingShingle | H Social Sciences (General) HD28 Management. Industrial Management Xing, Liew Syriac, Nellikunnel Devasia The Influence of Customer Relationship Management on Customer Retention in the Insurance Sector, Malaysia |
| title | The Influence of Customer Relationship Management on Customer Retention in the Insurance Sector, Malaysia |
| title_full | The Influence of Customer Relationship Management on Customer Retention in the Insurance Sector, Malaysia |
| title_fullStr | The Influence of Customer Relationship Management on Customer Retention in the Insurance Sector, Malaysia |
| title_full_unstemmed | The Influence of Customer Relationship Management on Customer Retention in the Insurance Sector, Malaysia |
| title_short | The Influence of Customer Relationship Management on Customer Retention in the Insurance Sector, Malaysia |
| title_sort | influence of customer relationship management on customer retention in the insurance sector, malaysia |
| topic | H Social Sciences (General) HD28 Management. Industrial Management |
| url | http://eprints.intimal.edu.my/1321/ http://eprints.intimal.edu.my/1321/ http://eprints.intimal.edu.my/1321/1/ij2019_47.pdf |