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Mobile Customer Relationship Management: A Tool To Create Competitive Advantage Within Construction Companies in Nıgeria

Oluşturulma Tarihi: 19-06-2017

Niteleme Bilgileri

Tür: Tez

Alt Tür: Yüksek Lisans Tezi

Yayınlanma Durumu: Yayınlanmamış

Dosya Biçimi: PDF

Dil: İngilizce

Konu(lar): İş, Endüstriyel dizinler, Endüstriyel araştırma. Araştırma ve geliştirme,

Yazar(lar): Almakura, Faisal Ahmed (Yazar),

Emeği Geçen(ler): Erkan, Turan Erman (Danışman),

Anahtar Kelimeler

Customer Relationship Management (CRM), Mobile Customer Relationship Management (mCRM), Construction Companies, Analytical Hierarchy Process (AHP), industrial engineering


Özet

The arrival of IT technology especially in mobile devices has forced most companies to re-think and re-evaluate the way they interact, relate and communicate with their customers. In the early 1990s, many organizations understood that business should be followed with a more customer centric approach using strategies like the Customer Relationship Management (CRM). Nevertheless, the rapid evolution of technology has caused many organizations to find new and alternative ways of managing their relationships with their customers. These new ways have given birth to other approaches like the Mobile Customer Relationship Management (mCRM).This thesis studies why there is no proper implementation of mCRM in construction companies in Nigeria, and the factors that hinder this proper implementation and it puts these factors into ranks using Analytical Hierarchy Process (AHP). The thesis pays close attention to the relationships within the Government-To-Business (G2B) and Business-To-Business (B2B) companies. There are so many contractor companies in Nigeria and there are more that are opening, as Nigeria is a fast developing country, this fact necessitates this study.The study, which is divided with primary goals and secondary goals, was achieved using two different research approaches, the qualitative and the quantitative approaches. The qualitative approach was done by a questionnaire that was answered by two highly qualified participants from two different companies. And the quantitative approach was done also using questionnaires that was answered by 38 qualified participants, and with the data obtained from their answers a Multi Criteria Decision Making (MCDM) technique was applied.


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