ANALYSIS OF E-CRM, SERVICE QUALITY AND BRAND TRUST RELATIONSHIP WITH STUDENT SATISFACTION
| Autor: | Makarand Upadhyaya |
|---|---|
| Rok vydání: | 2020 |
| Předmět: |
Service quality
General Arts and Humanities media_common.quotation_subject 05 social sciences Applied psychology Novelty Microsoft excel General Social Sciences Sample (statistics) Nonprobability sampling Originality 0502 economics and business Brand trust 050211 marketing Research result Psychology 050203 business & management media_common |
| Zdroj: | Humanities & Social Sciences Reviews. 8:227-232 |
| ISSN: | 2395-6518 |
| DOI: | 10.18510/hssr.2020.8132 |
| Popis: | Purpose of the study: The purpose of this research is to find out the relationship between e-CRM and student satisfaction, to find out the relationship between service quality and student satisfaction, to find out the relationship between brand trust and student satisfaction. Methodology: The questionnaire is used as a data-gathering technique with a total sample of 88 respondents, and it is using a purposive sampling technique. The collected data are then analyzed using Microsoft Excel and SPSS 19. Main Findings: The research result shows that e-CRM is positive and has no relationship with student satisfaction, service quality is negative and has a relationship with student satisfaction, and brand trust is negative and has no relationship with student satisfaction. Applications of this study: This study can be used for the management of the Economy and Business Faculty of Budi Luhur University Jakarta as an evaluation guideline. Novelty/Originality of this study: E-CRM and brand trust variables are negative and have no relationship with student satisfaction. Some recommendations for future research are also made. |
| Databáze: | OpenAIRE |
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