Customer Relationship Management (CRM) and logistic customer satisfaction

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dc.contributor.authorThitinant Wareewanich
dc.contributor.authorKhunanan Sukpasjaroen
dc.contributor.authorThitinan Chankoson
dc.contributor.authorNattapat Ruaengmaneeya
dc.contributor.authorNipont Raviyan
dc.date.accessioned2025-03-10T07:36:31Z
dc.date.available2025-03-10T07:36:31Z
dc.date.issued2019
dc.description.abstractWorldwide logistic industry is growing rapidly. Due to the extensive volume of logistics, companies overlooked the important challenge of customer satisfaction which effect adversely to performance of these companies. Low customer satisfaction level is now challenge for logistic companies, particularly in Indonesia. That is the reason the logistic performance is low among Indonesian logistic companies. According to the estimations, Indonesian logistics has low ranking as compared to various emerging economics such as Thailand, Malaysia, India, Chile, Brazil etc. It is found that the companies have low level of customer relationship management (CRM). Thus, this study attempted to address the crucial issues in Indonesian logistic industry and focused on customer relationship management (CRM) to increase the satisfaction level of logistic customers. In this study, customer orientation and technology-based CRM activities are considered to examine the effect on customer satisfaction. Knowledge management is taken as moderating variable. It is found that customer relationship management (CRM) has significant positive effect on customer satisfaction. Knowledge management strengthens the positive relationship between customer relationship management (CRM) practices and logistic customer satisfaction. � ExcelingTech Pub, UK.
dc.identifier.citationInternational Journal of Supply Chain Management
dc.identifier.issn20513771
dc.identifier.scopus2-s2.0-85064974872
dc.identifier.urihttps://repository.dusit.ac.th//handle/123456789/4886
dc.languageEnglish
dc.publisherExcelingTech
dc.rights.holderScopus
dc.subjectCustomer orientation
dc.subjectCustomer relationship management
dc.subjectCustomer satisfaction
dc.subjectLogistic
dc.subjectTechnology-based CRM
dc.titleCustomer Relationship Management (CRM) and logistic customer satisfaction
dc.typeArticle
mods.location.urlhttps://www.scopus.com/inward/record.uri?eid=2-s2.0-85064974872&partnerID=40&md5=8459f12e322b20cf72a25ea89dabe671
oaire.citation.endPage221
oaire.citation.issue2
oaire.citation.startPage211
oaire.citation.volume8
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