Model customer relationship management performance for entrepreneur logistic service on technology, financial and location of SMES Malaysia.

• Main Authors: Mohamad Shah, Muhamad Fairos, Wahab, Samsudin, Tajudin, Anas
• Format: Conference or Workshop Item
• Language: English
• Published: 2018
• Subjects: HB Economic Theory
• Online Access: http://repo.uum.edu.my/24685/1/SKTSEWU%202018%20248%20256.pdf; http://repo.uum.edu.my/24685/

Small and medium enterprises (SMEs) are playing an increasingly important role in sustaining economics growth and logistic system in Malaysia.SMEs also play a very crucial role in customer relationship as they may serve the roles of customer, distributor, producer and supplier. However, adaption of customer relationship in Malaysian SMEs has not been full broadly explored.CRMP model for logistic service present the combination of technology financial and location strategy.The objective of this study is to investigate customer relationship management performance and technology, financial, and location strategy.The dimensions for Customer relationship management performance factors are technology, financial and location strategy. The populations of this study are customers from a logistic service company located in Penang, Selangor and Johor Bharu.Simple random sampling method was used to select respondents from the target populations.391 respondents from individual that consumed the logistic services answered the questionnaires.Further study has important managerial implications as the findings will enable management of SMEs to understand progressive and highly varied CRMP practices and contextual factors that contribute to the CRMP as well as effective, efficient and innovative implementation.Organizations with strong entrepreneurial orientations statistically perform better.They achieve higher levels of productivity, innovation, growth and financial returns.