Exploring the Current and the Desired Situation of Customer Relationship Management System (CRM) In Shahid Rajaie Port

Publish Year: 1395
نوع سند: مقاله کنفرانسی
زبان: English
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شناسه ملی سند علمی:

ICOEM01_069

تاریخ نمایه سازی: 25 آذر 1395

Abstract:

The present study aims to explore the current and the desired situation of customer relationshipmanagement system (CRM) in Shahid Rajaie Port. The research methodology of the project fromPurpose of the study point of view is applied research, from the point of time horizon is crosssectional and from point of data collection is a descriptive study and correlational method wasused as the design of the study. The target population of the study includes all officers andmanagers working in General Directorate of Ports and Maritime of Hormozgan – Shahid RajaiePort- who are reported as 27 managers and 302 officers. By using Morgan and Krejcie Samplesize table, a sample of 180 officers were selected by simple random sampling and considering thelimited number of the managers, all of them were considered as the sample of the study. For thepurpose of data collection, a researcher made questionnaire was used. The validity of thequestionnaires was evaluated through content and construct validity and reliability of the surveywas explored through pilot study of 30 people and the calculated Cronbach Alpha was 0.97. Fordata analysis, descriptive statistic including frequency and percentage tables, line chart of Means,central tendency indicators: standard deviation, skewness and kurtosis; and inferential statisticsincluding paired Sample t-test, one way ANOVA, and path analysis test were used. The findingsof the study indicate that according to the officers and managers, the factors of vision andstrategy, processes, organizational structure, information technology, knowledge management,change and customer satisfaction are the indexes for measuring CRM and play a significant rolein the success of CRM. Accordingly to have an ideal CRM system should focus on operatingprocedure (culture and people) more and consider this factor as the first priority which affectsCRM more than other factors.

Keywords:

Customer Relation ship Management (CRM) , Shahid Rajaie Port

Authors

Mehdi Abedinipour Ghaleh Ghazi

Department of Education, Shahid Rajaee Port, bandar abbas, iran

Fereshteh Kordestani

Department of Education, Central Tehran Branch, Islamic Azad University, Tehran, Iran

leila Abedinipour Ghaleh Ghazi

Department of Education, shahid rajaee custom, bandar abbas, iran

Mehrdad Bayat

Master of Education