SEUIR Repository

Customer relationship management as a strategy for enhancing business performance of Ceylon Electricity Board: a managerial perspective

Show simple item record

dc.contributor.author Farhan, M. R. M.
dc.date.accessioned 2021-02-17T04:15:24Z
dc.date.available 2021-02-17T04:15:24Z
dc.date.issued 2013-09-12
dc.identifier.citation Thesis, Faculty of Management and Commerce, 2013. en_US
dc.identifier.uri http://ir.lib.seu.ac.lk/handle/123456789/5344
dc.description.abstract The major objective of this study was to suggest a model for implementing customer relationship management at Ceylon Electricity Board as a strategy for enhancing business performance. CEB is unable }.9 «SPC! customer complaints on time for éu; power rectifications in different areas. As a result, customers are not getting timely services. Any customer requests such as name change, getting estimates for special requests, etc. consume a great deal of time to fulfill the needs of CEB’s customers. Customer loyalty is also declining towards CEB, which is proved by way of hooks supply, illegal theft in meter, an adjustment in measurements, etc., directly affect the CEB marketing and financial performance. For the last, so many years the relationship gap between the management of CEB and consumers is increasing which proves that customer relationship management is not implemented at CEB. In order to address the research problem, primary data and secondary data were collected? Suctownaire machined: uapléyed for primary date collection of the. study. CEB annual 1¢:s»"«-other published journals and magaziis<s us 4 for secondary data. The collected data fed into the SPSS and multiple regressions were used as a tool for analysis. This study attempted to conclude that Customer Relationship Management implementation will improve Ceylon Electricity Board's overall business performance. Business performance is mainly influenced by Technology-Based Customer Relationship Management. Customer relationship management organization (CRMO) is not much contributing to the business performance of CEB. It is, further, revealed that Knowledge Management is also one of the main variables that influence on Business performance of CEB. Key customer focus is also one of the key variables which will contribute to the business s performance of CER. en_US
dc.language.iso en_US en_US
dc.publisher Department of Postgraduate Diploma in Management, Faculty of Management and Commerce, South Eastern University of Sri Lanka Oluvil, Sri Lanka. en_US
dc.subject Ceylon Electricity Board en_US
dc.subject Customer Relationship en_US
dc.subject Business Performance en_US
dc.title Customer relationship management as a strategy for enhancing business performance of Ceylon Electricity Board: a managerial perspective en_US
dc.type Thesis en_US


Files in this item

This item appears in the following Collection(s)

Show simple item record

Search SEUIR


Advanced Search

Browse

My Account