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Title: :  The Impact of Customer Relationship Management on Customer Satisfaction: Special Reference to Sri Lankan Leasing Companies
PaperId: :  17282
Published in:   International Journal Of Advance Research And Innovative Ideas In Education
Publisher:   IJARIIE
e-ISSN:   2395-4396
Volume/Issue:    Volume 8 Issue 3 2022
DUI:    16.0415/IJARIIE-17282
Licence: :   IJARIIE is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Author NameAuthor Institute
Amarasingham PahirathanEastern University, Sri Lanka

Abstract

Management
Customer relationship management, Customer satisfaction, Leasing companies
Nowadays organizations are struggling in the business environment due to the COVID 19 pandemic situation and instability economic conditions. Therefore, in the competitive environment, all organizations are facing big challenges regarding maintaining long term relationships with their customers to sustain for the long term. This study aims to analyze the impact of Customer Relationship Management (CRM) practices on customer satisfaction in the context of Sri Lankan leasing companies. In this study, the independent variable is CRM whereas customer satisfaction is the dependent variable. CRM is discussed by using four dimensions which are e-service quality, website design, employee behaviour and relationship development. Data were collected by using a survey and the Convenience sampling method was utilized. The findings of this study represent that, there is a positive impact of CRM components on customer satisfaction. Therefore, leasing companies need to pay more attention to customer relationship management dimensions over the competitive financial sector institution to maintain customer satisfaction and long-term customer relationship. The findings of this study will help the marketers in devising new strategies in terms of CRM and customer satisfaction to gain a competitive advantage in the marketplace.

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IJARIIE Amarasingham Pahirathan. "The Impact of Customer Relationship Management on Customer Satisfaction: Special Reference to Sri Lankan Leasing Companies" International Journal Of Advance Research And Innovative Ideas In Education Volume 8 Issue 3 2022 Page 4008-4019
MLA Amarasingham Pahirathan. "The Impact of Customer Relationship Management on Customer Satisfaction: Special Reference to Sri Lankan Leasing Companies." International Journal Of Advance Research And Innovative Ideas In Education 8.3(2022) : 4008-4019.
APA Amarasingham Pahirathan. (2022). The Impact of Customer Relationship Management on Customer Satisfaction: Special Reference to Sri Lankan Leasing Companies. International Journal Of Advance Research And Innovative Ideas In Education, 8(3), 4008-4019.
Chicago Amarasingham Pahirathan. "The Impact of Customer Relationship Management on Customer Satisfaction: Special Reference to Sri Lankan Leasing Companies." International Journal Of Advance Research And Innovative Ideas In Education 8, no. 3 (2022) : 4008-4019.
Oxford Amarasingham Pahirathan. 'The Impact of Customer Relationship Management on Customer Satisfaction: Special Reference to Sri Lankan Leasing Companies', International Journal Of Advance Research And Innovative Ideas In Education, vol. 8, no. 3, 2022, p. 4008-4019. Available from IJARIIE, https://ijariie.com/AdminUploadPdf/The_Impact_of_Customer_Relationship_Management_on_Customer_Satisfaction__Special_Reference_to_Sri_Lankan_Leasing_Companies_ijariie17282.pdf (Accessed : ).
Harvard Amarasingham Pahirathan. (2022) 'The Impact of Customer Relationship Management on Customer Satisfaction: Special Reference to Sri Lankan Leasing Companies', International Journal Of Advance Research And Innovative Ideas In Education, 8(3), pp. 4008-4019IJARIIE [Online]. Available at: https://ijariie.com/AdminUploadPdf/The_Impact_of_Customer_Relationship_Management_on_Customer_Satisfaction__Special_Reference_to_Sri_Lankan_Leasing_Companies_ijariie17282.pdf (Accessed : )
IEEE Amarasingham Pahirathan, "The Impact of Customer Relationship Management on Customer Satisfaction: Special Reference to Sri Lankan Leasing Companies," International Journal Of Advance Research And Innovative Ideas In Education, vol. 8, no. 3, pp. 4008-4019, May-Jun 2022. [Online]. Available: https://ijariie.com/AdminUploadPdf/The_Impact_of_Customer_Relationship_Management_on_Customer_Satisfaction__Special_Reference_to_Sri_Lankan_Leasing_Companies_ijariie17282.pdf [Accessed : ].
Turabian Amarasingham Pahirathan. "The Impact of Customer Relationship Management on Customer Satisfaction: Special Reference to Sri Lankan Leasing Companies." International Journal Of Advance Research And Innovative Ideas In Education [Online]. volume 8 number 3 ().
Vancouver Amarasingham Pahirathan. The Impact of Customer Relationship Management on Customer Satisfaction: Special Reference to Sri Lankan Leasing Companies. International Journal Of Advance Research And Innovative Ideas In Education [Internet]. 2022 [Cited : ]; 8(3) : 4008-4019. Available from: https://ijariie.com/AdminUploadPdf/The_Impact_of_Customer_Relationship_Management_on_Customer_Satisfaction__Special_Reference_to_Sri_Lankan_Leasing_Companies_ijariie17282.pdf
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