Before entering Asean Economic Community (AEC), Thai government and private sector are helping each other in every area that they can for the country’s future development by enhancing infrastructure development to improve the quality of life including transportation development (sea, air, road, and rail development) connecting Thailand’s domestic market with ASEAN. Furthermore, there are plenty of investors who are interesting in real estates, land, and property in Thailand, which help the construction tools business to grow as well.
Small and medium enterprises or SME business is very popular in Thailand. The popularity of SME cause this more care in business whether customer satisfaction, customer trust or personalization that help business attract customer. And the construction tools business is likely to grow higher in SME business. In a high competitive environment customer loyalty becomes an important factor for company to gain advantages of making profit and standout over other competitors.
A business that wants to succeed in high competitive market will have to manage customer relationship management (CRM) as well.
The key way to build a strong customer loyalty is a business that has a good customer relationship management or CRM, which consist of customer satisfaction, customer trust, personalization. Therefore, it is extremely interesting to study which factors influence customer loyalty of SME construction business.