{"id":33170,"date":"2020-11-15T16:22:45","date_gmt":"2020-11-15T08:22:45","guid":{"rendered":"https:\/\/staging.raffles-university.edu.my\/?post_type=portfolio&#038;p=33170"},"modified":"2024-01-03T18:04:53","modified_gmt":"2024-01-03T10:04:53","slug":"wong-ke-er","status":"publish","type":"portfolio","link":"https:\/\/raffles-university.edu.my\/cn\/portfolio\/wong-ke-er\/","title":{"rendered":"Wong Ke Er"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"33170\" class=\"elementor elementor-33170\" data-elementor-post-type=\"portfolio\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-51fff0f elementor-section-full_width elementor-section-stretched elementor-section-height-default elementor-section-height-default\" data-id=\"51fff0f\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-238a7d2\" data-id=\"238a7d2\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-acd5284 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"acd5284\" data-element_type=\"section\" data-settings=\"{&quot;sticky&quot;:&quot;top&quot;,&quot;sticky_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;],&quot;sticky_offset&quot;:0,&quot;sticky_effects_offset&quot;:0,&quot;sticky_anchor_link_offset&quot;:0}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-270f7fa\" data-id=\"270f7fa\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-180723a elementor-widget elementor-widget-heading\" data-id=\"180723a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">RU JASS<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5899b69 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"5899b69\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b10f81 elementor-widget elementor-widget-text-editor\" data-id=\"4b10f81\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"wpb_text_column wpb_content_element\"><div class=\"wpb_wrapper\"><div><div class=\"wpb_text_column wpb_content_element\"><div class=\"wpb_wrapper\"><div>Student Name: Wong Ke Er<\/div><div>\u5546\u4e1a\u5b66\u7cfb<\/div><div>Keywords: Customer Relationship Management (CRM), E-service Quality, Website Design, Employee Behavior, Relationship Development, Customer Satisfaction, E-Commerce Industry<\/div><div>\u00a0<\/div><div>\u00a0<\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-6ace79e\" data-id=\"6ace79e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3a22f6c elementor-widget elementor-widget-image\" data-id=\"3a22f6c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"400\" src=\"https:\/\/raffles-university.edu.my\/wp-content\/uploads\/2021\/11\/background1-8-800x400-1.jpeg\" class=\"attachment-large size-large wp-image-1104\" alt=\"\" srcset=\"https:\/\/raffles-university.edu.my\/wp-content\/uploads\/2021\/11\/background1-8-800x400-1.jpeg 800w, https:\/\/raffles-university.edu.my\/wp-content\/uploads\/2021\/11\/background1-8-800x400-1-300x150.jpeg 300w, https:\/\/raffles-university.edu.my\/wp-content\/uploads\/2021\/11\/background1-8-800x400-1-768x384.jpeg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-08d3232 elementor-widget elementor-widget-heading\" data-id=\"08d3232\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">A Study on Relationship Between Customer Relationship Management (CRM) and Customer Satisfaction on Taobao Website in Johor Bahru<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ba673e0 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"ba673e0\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1795b8d elementor-widget elementor-widget-text-editor\" data-id=\"1795b8d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"wpb_text_column wpb_content_element\"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column wpb_content_element\"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column wpb_content_element\"><div class=\"wpb_wrapper\"><p><strong>Abstract<\/strong><\/p><p>The main objective of this study is to examine the relationship between Customer Relationship Management (CRM) and customer satisfaction on Taobao website in Johor Bahru. In this study, CRM is discussed by using four dimensions which are e-service quality, website design, employee behavior and relationship development. The relationship between CRM and customer satisfaction was investigated by 5-point Likert scale questionnaire. The sample of this study used the convenience sampling that includes the online customers of Taobao website in Johor Bahru. Furthermore, this study used the Statistical Package for Social Science (SPSS) and Partial Least Square (PLS-SEM) with SmartPLS to determine the relationship between CRM and customer satisfaction. The independent variable is CRM whereas customer satisfaction is dependent variable. Based on the findings that represents there is a positive relationship between the components of CRM, website design and employee behavior and customer satisfaction on Taobao website in Johor Bahru. Moreover, the findings also indicate that e-services quality and relationship development does not have a significant relationship with customer satisfaction. This study also indicated that website design contributes the most to customer satisfaction on Taobao website in Johor Bahru.<\/p><\/div><\/div><div class=\"dfd-spacer-module\" data-units=\"px\" data-wide_resolution=\"1280\" data-wide_size=\"20\" data-normal_resolution=\"1024\" data-normal_size=\"\" data-tablet_resolution=\"800\" data-tablet_size=\"\" data-mobile_resolution=\"480\" data-mobile_size=\"30\">\u00a0<\/div><div class=\"wpb_text_column wpb_content_element\"><div class=\"wpb_wrapper\"><p><a href=\"https:\/\/ruijass.com\/a-study-on-relationship-between-customer-relationship-management-crm-and-customer-satisfaction-on-taobao-website-in-johor-bahru\/\"><b>[Read the full journal here\u2026]<\/b><\/a><\/p><\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"featured_media":1104,"template":"elementor_header_footer","meta":{"_acf_changed":false,"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"full-width-container","site-content-style":"unboxed","site-sidebar-style":"unboxed","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}}},"programmes":[65],"class_list":["post-33170","portfolio","type-portfolio","status-publish","has-post-thumbnail","hentry","programmes-business"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - 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