Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar
Growing revenues and profits are the most prominent business objectives of many facility management providers which ultimately help to strengthen the company’s presence in the industry. Focusing on managing relationship with customers can cultivate loyalty which subsequently lead to customer ret...
| Main Authors: | , , |
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| Format: | Thesis |
| Language: | English |
| Published: |
2018
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/26140/ |
| _version_ | 1848806450486312960 |
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| author | Al Bakri, Al Ashraf Zarif Rusni, Nurul Azrina Jaaffar, Ezuana |
| author_facet | Al Bakri, Al Ashraf Zarif Rusni, Nurul Azrina Jaaffar, Ezuana |
| author_sort | Al Bakri, Al Ashraf Zarif |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | Growing revenues and profits are the most prominent business objectives of many facility management providers which ultimately help to strengthen the company’s presence in the industry. Focusing on managing relationship with customers can cultivate loyalty which subsequently lead to customer retention. The purpose of this study is to establish salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty in Facilities Management. An in-depth research was pursued to ascertain the influence of the CRM dimensions (customer orientation customer knowledge, customer empowerment and complaint resolution) towards customer’s loyalty for UEMS. The data were analysed from 77 questionnaires received from UEMS customers located in Selangor, Perak, Kuala Lumpur, N. Sembilan, Malacca, Johor and Penang. Result for the regression analysis revealed that CRM played a major role towards customer loyalty with both customer knowledge and customer orientation being the two dimensions of CRM with provided the significant impact. Within the context of Facilities Management industry in Malaysia, the results gave evidence that focusing on the two CRM dimensions will lead to customer loyalty which UEMS can take advantage upon to further strengthen its business growth in the industry. Recommendations were given for UEMS to develop comprehensive training program to all level of staff to further enhance customer-oriented culture in the organization and also to utilized software-based CRM to manage customer knowledge and information in an efficient manner as the company continue to grow its business. |
| first_indexed | 2025-11-14T22:27:07Z |
| format | Thesis |
| id | uitm-26140 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T22:27:07Z |
| publishDate | 2018 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-261402023-03-02T03:32:17Z https://ir.uitm.edu.my/id/eprint/26140/ Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar Al Bakri, Al Ashraf Zarif Rusni, Nurul Azrina Jaaffar, Ezuana Customer services. Customer relations Employee rights Employee motivation Performance standards Growing revenues and profits are the most prominent business objectives of many facility management providers which ultimately help to strengthen the company’s presence in the industry. Focusing on managing relationship with customers can cultivate loyalty which subsequently lead to customer retention. The purpose of this study is to establish salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty in Facilities Management. An in-depth research was pursued to ascertain the influence of the CRM dimensions (customer orientation customer knowledge, customer empowerment and complaint resolution) towards customer’s loyalty for UEMS. The data were analysed from 77 questionnaires received from UEMS customers located in Selangor, Perak, Kuala Lumpur, N. Sembilan, Malacca, Johor and Penang. Result for the regression analysis revealed that CRM played a major role towards customer loyalty with both customer knowledge and customer orientation being the two dimensions of CRM with provided the significant impact. Within the context of Facilities Management industry in Malaysia, the results gave evidence that focusing on the two CRM dimensions will lead to customer loyalty which UEMS can take advantage upon to further strengthen its business growth in the industry. Recommendations were given for UEMS to develop comprehensive training program to all level of staff to further enhance customer-oriented culture in the organization and also to utilized software-based CRM to manage customer knowledge and information in an efficient manner as the company continue to grow its business. 2018 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/26140/2/26140.pdf Al Bakri, Al Ashraf Zarif and Rusni, Nurul Azrina and Jaaffar, Ezuana (2018) Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar. (2018) UNSPECIFIED thesis, thesis, Universiti Teknologi MARA (UiTM). <http://terminalib.uitm.edu.my/26140.pdf> |
| spellingShingle | Customer services. Customer relations Employee rights Employee motivation Performance standards Al Bakri, Al Ashraf Zarif Rusni, Nurul Azrina Jaaffar, Ezuana Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar |
| title | Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar |
| title_full | Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar |
| title_fullStr | Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar |
| title_full_unstemmed | Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar |
| title_short | Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar |
| title_sort | salient customer relationship management (crm) dimensions contributing to customer loyalty for uems in facility management / al ashraf zarif al bakri, nurul azrina rusni & ezuana jaaffar |
| topic | Customer services. Customer relations Employee rights Employee motivation Performance standards |
| url | https://ir.uitm.edu.my/id/eprint/26140/ |