{"_buckets": {"deposit": "9cd1f4fd-7959-4204-a991-8087d6499416"}, "_deposit": {"created_by": 20, "id": "9565", "owner": "20", "owners": [20], "owners_ext": {"displayname": "", "username": ""}, "pid": {"revision_id": 0, "type": "depid", "value": "9565"}, "status": "published"}, "_oai": {"id": "oai:meral.edu.mm:recid/00009565"}, "author_link": [], "item_1583103067471": {"attribute_name": "Title", "attribute_value_mlt": [{"subitem_1551255647225": "THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES ON CUSTOMER SATISFACTION AND LOYALTY IN MYANMAR CITIZENS BANK LIMITED(Ei Thinza Kyaw, 2022)", "subitem_1551255648112": "en"}]}, "item_1583103085720": {"attribute_name": "Description", "attribute_value_mlt": [{"interim": "The study aims to examine the practices of Customer Relationship Management\n(CRM) and to analyze the effect of CRM practices on customer satisfaction and customer\nloyalty in Myanmar Citizens Bank. In this study, both primary and secondary data are\nused. The descriptive and analytical research method is mainly used. Primary data are\ncollected by interviewing 125 customers of Myanmar Citizens Bank in Yangon by using\nthe structured questionnaire. To analyze the data, the descriptive statistics and regression\nanalysis are applied. The study found that among CRM practices, conflict handling,\ncompetence, and trust-building are significantly and positively effects on customer\nsatisfaction. Concerning customer loyalty, conflict handling, commitment, competence,\nand trust-building are significantly and positively effects on customer loyalty. On the\nother hand, communication has negatively and significantly effect on customer loyalty.\nMoreover, customer satisfaction is significantly and positively effect on customer loyalty.\nAccording to the results, MCB bank should more focus on conflict handling, competence,\nand trust-building to get better customer satisfaction and customer loyalty. Furthermore,\nMCB bank should try to modify the communication strategy to retain customer loyalty."}]}, "item_1583103120197": {"attribute_name": "Files", "attribute_type": "file", "attribute_value_mlt": [{"accessrole": "open_access", "date": [{"dateType": "Available", "dateValue": "2024-06-08"}], "displaytype": "preview", "download_preview_message": "", "file_order": 0, "filename": "Ei Thinza Kyaw_EMBAII - 29, 17th. Bt..pdf", "filesize": [{"value": "357 KB"}], "format": "application/pdf", "future_date_message": "", "is_thumbnail": false, "licensetype": "license_0", "mimetype": "application/pdf", "size": 357000.0, "url": {"url": "https://meral.edu.mm/record/9565/files/Ei Thinza Kyaw_EMBAII - 29, 17th. Bt..pdf"}, "version_id": "c380298f-cf04-4e04-8201-fa7cb58c9c08"}]}, "item_1583103233624": {"attribute_name": "Thesis/dissertations", "attribute_value_mlt": [{"subitem_awarding_university": "Yangon University of Economics", "subitem_supervisor(s)": [{"subitem_supervisor": "Dr. Yan Yan Myo Naing"}]}]}, "item_1583105942107": {"attribute_name": "Authors", "attribute_value_mlt": [{"subitem_authors": [{"subitem_authors_fullname": "Ei Thinza Kyaw"}]}]}, "item_1583108359239": {"attribute_name": "Upload type", "attribute_value_mlt": [{"interim": "Other"}]}, "item_1583108428133": {"attribute_name": "Publication type", "attribute_value_mlt": [{"interim": "Thesis"}]}, "item_1583159729339": {"attribute_name": "Publication date", "attribute_value": "2022-03-01"}, "item_title": "THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES ON CUSTOMER SATISFACTION AND LOYALTY IN MYANMAR CITIZENS BANK LIMITED(Ei Thinza Kyaw, 2022)", "item_type_id": "21", "owner": "20", "path": ["1582965660463"], "permalink_uri": "https://meral.edu.mm/records/9565", "pubdate": {"attribute_name": "Deposit date", "attribute_value": "2024-06-08"}, "publish_date": "2024-06-08", "publish_status": "0", "recid": "9565", "relation": {}, "relation_version_is_last": true, "title": ["THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES ON CUSTOMER SATISFACTION AND LOYALTY IN MYANMAR CITIZENS BANK LIMITED(Ei Thinza Kyaw, 2022)"], "weko_shared_id": -1}