The Effective of Customer Relationship Management on Customer Satisfaction at Bhat-Bhateni

Abstract

This study examines the effective of customer relationship management on customer satisfaction at Bhat Bhateni in Nepal. Customer satisfaction is the dependable variable. The independent variables are conflict handling, trust, empathy, tangibles and communication. The primary source of data is used to assess the opinions of the respondents regarding the effective of customer relationship management on customer satisfaction at Bhat-Bhateni in Nepal. The study is based on primary data of 229 respondents. To achieve the purpose of the study, structured questionnaire is prepared. The correlation coefficients and regression models are estimated to test the different factors affecting customer satisfaction at Bhat-Bhateni in Nepal. The result shows that conflict handling has a positive impact on customer satisfaction. It indicates that effective conflict handling leads to increase in customer satisfaction. Similarly, trust has a positive impact on customer satisfaction. It shows that increase in trust leads to increase in customer satisfaction. Likewise, empathy has a positive impact on the customer satisfaction. It implies that the increase in empathy leads to increase in customer satisfaction at Bhat-Bhateni in Nepal. Further, tangibles has a positive impact on customer satisfaction. It indicates that attractive tangibles leads increase in the customer satisfaction. Moreover, communication has a positive impact on customer satisfaction. It states that increase in communication leads to increase in the customer satisfaction.