Customer Relationship Marketing and Customer Satisfaction: A Study on Mobile Service Providing Companies in Sri Lanka

Prof (Dr).T.Velnampy; S.Sivesan

Customer Relationship Marketing and Customer Satisfaction: A Study on Mobile Service Providing Companies in Sri Lanka

Prof (Dr).T.Velnampy * §

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S.Sivesan

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University of Jaffna, Sri Lanka.

Customer Relationship Marketing and Customer Satisfaction: A Study on Mobile Service Providing Companies in Sri Lanka

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Abstract

In the present era, customer relationship marketing plays a vital role. The major goals of customer relationship marketing can be expressed simply as understanding and treating customers better for increased loyalty and profit. Main purpose of the study is examining the relationship between customer relationship marketing and customer satisfaction. Customer relationship marketing can be measured through following ten variables trust, commitment, empathy and equity. Data were collected through a seven points Likert type summated rating scales of questionnaire. A sample of one hundred and seven customers was surveyed from three mobile service providing companies such as Airtel, Dialog, and Mobitel. Correlation and regression analyzed has been employed to measure relationship and contribution among the dependent and independent variables.

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

How to Cite This Article

Prof (Dr).T.Velnampy, S.Sivesan. 1970. "Customer Relationship Marketing and Customer Satisfaction: A Study on Mobile Service Providing Companies in Sri Lanka". Global Journal of Management and Business Research - A: Administration & Management GJMBR-A Volume 12 (GJMBR Volume 12 Issue A18).

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GJMBR Volume 12 Issue A18

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords

Customer relationship marketing Customer Satisfaction service quality

Classification

GJMBR-A Classification FOR Code:150502

150501 JEL Code M31

D11

Submission ReceivedAugust 10, 2012
Peer Review Double Blind
Handling Editor
Accepted August 31, 2012
Published September 10, 2012

Version of record

v1.2

Language

English

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Article Matrices

Total Score: 149

Country: Sri Lanka

Subject: Global Journal of Management and Business Research

Authors: Prof (Dr).T.Velnampy, S.Sivesan (PhD/Dr. count: 0)

View Count (all-time): 200

Total Views (Real + Logic): 8342

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Publish Date: 2012 09, Mon

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Total Views: 8.3K

Total Downloads: 648

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