| dc.creator |
Kwelukilwa, Domitila Doto |
|
| dc.date |
2020-01-21T10:08:26Z |
|
| dc.date |
2020-01-21T10:08:26Z |
|
| dc.date |
2019 |
|
| dc.date.accessioned |
2022-10-20T14:40:04Z |
|
| dc.date.available |
2022-10-20T14:40:04Z |
|
| dc.identifier |
Kwelukilwa, D. D. (2019). The influence of customer relationship management on customer satisfaction: a case of selected restaurants in Dodoma city (Dissertation) The University of Dodoma, Dodoma. |
|
| dc.identifier |
http://hdl.handle.net/20.500.12661/1892 |
|
| dc.identifier.uri |
http://hdl.handle.net/20.500.12661/1892 |
|
| dc.description |
Dissertation (MA Business Administration) |
|
| dc.description |
This study is aimed at examining the influence of customer relationship management on customer satisfaction of restaurants in Dodoma City. The sample size comprised 120 respondents. Data collection methods included interview, questionnaire and documentary review. Data was analyzed using descriptive and inferential statistics which involved correlation analysis. The multiple regressions were used to find the relationship between Customer Relations Management (CRM) and customer’s satisfactions. The study found that customers are satisfied by best and effective practices of customer relations management such as good employee’s behavior towards customers, relationship development between employees and customers’ as well as interactions management. On the influence of CRM on customers’ satisfaction, the results from multiple regression conducted in this study has revealed a positive relationship between different components of customer relations management and customers‟ satisfaction. Components such as employees behavior, relationship development and interaction management have been proved to be a determinant of customers’ satisfaction, and their relationship is significant since their p values were within the required statistical value (p<0.05) The study concludes that in practicing customer relationship management within the restaurants, employee behavior, relationship development and interaction management have great influences in customer satisfaction. Therefore, the study recommends that restaurants management should enhance the process and procedures of solving customer complaints and problems directly in as far as they can foster CRM and customer satisfaction. |
|
| dc.language |
en |
|
| dc.publisher |
The University of Dodoma |
|
| dc.subject |
Customer relationship |
|
| dc.subject |
Customer management |
|
| dc.subject |
Customer satisfaction |
|
| dc.subject |
Restaurants |
|
| dc.subject |
Employee behavior |
|
| dc.subject |
Employee motivation |
|
| dc.subject |
Dodoma city |
|
| dc.subject |
Customer relations |
|
| dc.title |
The influence of customer relationship management on customer satisfaction: a case of selected restaurants in Dodoma city. |
|
| dc.type |
Dissertation |
|