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Effect of Customer Relationship Management (CRM) on Performance of Small-Medium Sized Enterprises (SMEs) Using Structural Equations Model (SEM)

Author

Listed:
  • Amir Mozaheb
  • Sayyed Mohammad Ali Alamolhodaei
  • Mohammad Fotouhi Ardakani

Abstract

In today world, the necessity of continuing activities and maintaining the competitive advantage is attention to customers that due to their direct relationship with organization actions are valuable source for opportunities, threats and operational questions related to the industry. This study aims to investigate the effect of customer relationship management (CRM) on the performance of small and medium size enterprises (SMEs). Statistical population of this study is managers active in industrial park in Mashhad. Statistical sample of this research is 105 managers who were selected randomly from among the managers of industrial park located in this city. Library method was used for gathering data. In this research, survey method and questionnaire were used to identify the effect among variables and data analysis was done by AMOS18 and SPSS19 software. Results showed that CRM has significant effect on the performance of enterprises. Technology is a key factor which influences SMEs and leads to superiority on competitors. Besides, for achieving more desired performance, enterprises should pay attention to market and customers.

Suggested Citation

  • Amir Mozaheb & Sayyed Mohammad Ali Alamolhodaei & Mohammad Fotouhi Ardakani, 2015. "Effect of Customer Relationship Management (CRM) on Performance of Small-Medium Sized Enterprises (SMEs) Using Structural Equations Model (SEM)," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 5(2), pages 42-52, April.
    • Handle: RePEc:hur:ijaraf:v:5:y:2015:i:2:p:42-52
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    Citations

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    Cited by:

    1. Anes Hrnjic, 2016. "The transformation of higher education: evaluation of CRM concept application and its impact on student satisfaction," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 6(1), pages 53-77, April.
    2. Daliborka Blazheska & Meri Nickova, 2016. "Creating Marketing Strategies for Development of the Wine Tourism," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 6(4), pages 177-184, October.
    3. Nagwan AlQershi & Sany Sanuri Mohd Mokhtar & Zakaria Abas, 2022. "The influence of structural capital on the relationship between CRM implementation and the performance of manufacturing SMEs," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 13(3), pages 1205-1218, June.
    4. Halina Starzyczná & Pavlína Pellešová & Michal Stoklasa, 2017. "The Comparison of Customer Relationship Management (Crm) in Czech Small and Medium Enterprises According to Selected Characteristics in the Years 2015, 2010 and 2005," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 65(5), pages 1767-1777.
    5. Abbas Rezazadeh Karsalari & Hassan Saberi & Sharareh Kalimdast, 2017. "The Impact of Customer Relationship Management on Customer Loyalty in LG Company (Goldiran) Tehran City," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 7(2), pages 234-239, April.

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