The Elements of Customer Relationship Management and Their Impact on Customer Satisfaction: A Study of Five-Star Hotels in Malaysia
Keywords:
Customer Relationship, Customer Satisfaction, Quality of Service, Access to Services, Service Features
Abstract
Customer satisfaction is a crucial factor for the success of any business. One of the most significant challenges within the hospitality industry is identifying effective strategies to satisfy and retain customers. The purpose of this study was to examine the relationship between key elements of customer relationship management (CRM)—specifically quality of service, access to service, and service features—and their impact on customer satisfaction at five-star hotels in Malaysia. The study aimed to determine the extent to which CRM enhances overall customer satisfaction. Employing a quantitative research design, data were collected through structured questionnaires from 384 local guests who had stayed at five-star hotels in Malaysia. The results reveal a significant positive correlation between the identified CRM elements and customer satisfaction. Notably, quality of service emerged as the most influential element, followed by access to services and the availability of service features. These findings underscore the critical importance of delivering high-quality service, ensuring seamless access to amenities, and providing comprehensive service features to enhance customer satisfaction. The study highlights the importance of implementing effective CRM strategies at five-star hotels to foster customer loyalty and maintain a competitive edge in Malaysia’s dynamic hospitality sector.
Downloads
References
Ali, B. J., Saleh, P. F., Akoi, S., Abdulrahman, A. A., Muhamed, A. S., Noori, H. N., & Anwar, G. (2021, May). Impact of service quality on the customer satisfaction: Case study at online meeting platforms. In Ali, BJ, Saleh, Akoi, S., Abdulrahman, AA, Muhamed, AS, Noori, HN, Anwar, G.(2021). Impact of Service Quality on the Customer Satisfaction: Case study at Online Meeting Platforms. International journal of Engineering, Business and Management, 5(2), 65-77.
Abbasi, S.A., Azam, M., Khalid, W., & Riaz, A. (2010). Determinants of Customer Satisfaction in Hotel Industry of Pakistan. European Journal of Scientific Research, 48, 1, 97-105.
Abdullah, N. N. (2018). Probing the Level of Satisfaction towards the Motivation Factors of Tourism in Kurdistan Region. 5(6), 439-443. DOI: 10.21276/sjebm.2018.5.6.3
Abdullah, F. A., Ismail, T. A. T., & Yusoff, A. M. (2022). Hotel Amenities, Customer Satisfaction and Customer Experience: A Test of Mediation. Journal of Tourism, Hospitality & Culinary Arts, 14(1), 262-270. Retrieved from https://fhtm.uitm.edu.my/images/jthca/Vol14Issue1/Chap_19.pdf
Ahmad, T., Almomani, A., Jawabreh, O. A. A., & Al Afeef, M. I. (2012). Impact of Customer Relationship Management of Hotels (A Case Study Umaid Bhwan). Asian Journal of Finance & Accounting, 4(1), 118-131.
Ahmed, I., Nawaz, M., Ahmad, Z., et al. (2010). Does Service Quality Affect Students’ Performance? Evidence from Institutes of Higher Learning. African Journal of Business Management, 4(16), 2527-2533.
Ali, Bayad & Gardi, Bayar & Othman, Baban & Ahmed, Shahla & Ismael, Nechirwan & A.hamza, Pshdar & Aziz, Hassan & Sabir, Bawan & Sorguli, Sarhang & Anwar, Kofand. (2021). Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management. 5. 10.22161/ijebm.5.3.2.
Alipour, H., Gilaninia, S., S.Khosoosi, Z.E. (2011). CRM Application Impact on Customer Satisfaction in Financial and Credit Institutions. Journal of Basic and Applied Scientific Research, 1(8), 956-963.
Al-Hyari, H. S. A., Al-Smadi, H. M., & Weshah, S. R. (2023). The impact of artificial intelligence (AI) on guest satisfaction in hotel management: An empirical study of luxury hotels. Geo Journal of Tourism and Geosites, 48, 810-819.
Arof, K. Z. M., Ismail, S., & Saleh, A. L. (2018). Contractor’s performance appraisal system in the Malaysian construction industry: Current practice, perception and understanding. International Journal of Engineering and Technology(UAE), 7(3), 46–51. https://doi.org/10.14419/ijet.v7i3.9.15272
Badwan, J. J., Al Shobaki, M. J., Abu Naser, S. S., & Abu Amuna, Y. M. (2017). Adopting Technology for Customer Relationship Management in Higher Educational Institutions. International Journal of Engineering and Information Systems (IJEAIS),1(1), 20-28
Bardukova, L. (2023). Navigating the hospitality horizon: current trends and strategies for customer attraction and retention in the hotel industry. Economics and computer science, 2, 88-103.
Chang, H. (2006). A Study of service quality, customer satisfaction and Loyalty in Taiwanese Leisure industry. Journal of American Academy of Business, 9(1), 126-133
Cristobal, E., Flavián, C., & Guinalíu, M. (2007). Perceived e-service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty. Managing Service Quality, 17(3), 317–340. https://doi.org/10.1108/09604520710744326
Elfarmawi, W. (2019). Correlation between customer relationship management system usage, product innovation, and customer satisfaction. Foundations of Management, 11(1), 23–32. https://doi.org/10.2478/fman-2019-0002
Elphick, D. (2023). Hotel problems: Solutions and case study. SiteMinder. https://www.siteminder.com/r/hotel-problems/
Faizal, A. A., & Abdullah, M. Y. (2022). Hotel amenities, customer satisfaction, and customer experience: A test of mediation. Journal of Hospitality and Tourism Management, 48, 111-123.
Fatouretchi, M. (2019). The art of Crm: Proven strategies for modern customer relationship management. Packt Publishing
Fowler, D. (2023). Impact of poor service on hospitality industry organizations: A viewpoint. revistas.rcaap.pt.
https://doi.org/10.57883/thij20(1)2023.31341
Gaul?, E., & Jovarauskien?, D. (2022). Customer value first: improving the customer experience in public services. Viešoji politika ir administravimas, 21(1), 129-142.
Gretzel, U., Koo, C., & Xiang, Z. (2020). Smart tourism: Foundations, applications, and trends. Journal of Hospitality and Tourism Management, 40, 1-11. How does Service CRM enhance the role of Customer Satisfaction and Retention? (n.d.). How Service CRM enhances the role of Customer Satisfaction and Retention. Retrieved January 26, 2024, from https://www.apptivo.com/blog/how-service-crm-enhances-the-role-of-customer- satisfaction-and-retention/
Itani, O. S., Kassar, A.-N., & Loureiro, S. M. C. (2019). Value get, value give: The relationships among perceived value, relationship quality, customer engagement, and value consciousness. International Journal of Hospitality Management, 80, 78-90. https://doi.org/10.1016/j.ijhm.2019.01.014
J.D. Power. (2020). U.S. Hotel Guest Satisfaction Study: Customer Service and Reservations Analysis. Retrieved from Google Scholar.
Joshi, L., Singh Rajput, S., & Keshri, S. (2010). Structural and magneto-transport properties of LCMO–STO composites. Phase Transitions, 83(7), 482–490. https://doi.org/10.1080/01411594.2010.492466
Khanna, A., & Rahan, K. (2018). Indian hospitality trends and opportunities: industry sources and hotelivate research[online].Hotelivate. https://hotelivate.com/wpcontent/uploads/2018/10/Hotelivate_TO_2018.pdf (Accessed 15 January 2020)
Kim, W., Kim, J., & Chan, Y. M. (2022). The impact of review management on customer equity in the hotel industry: A moderated mediation model. International Journal of Hospitality Management, 106, 105083.
Krejcie, R. V., & Morgan, D. W. (1970). Determining Sample Size for Research Activities. Educational and Psychological Measurement, 30(3), 607–610. https://doi.org/10.1177/001316447003000308
Lien, H. (2010). An Understanding the Impact of Service quality on Guest Satisfaction and guest Behavioral Intentions in Vietnam Hotel Industry. Southern Taiwan University, Master Thesis.
Lin, J., Luo, Z., Cheng, X., Li, L. (2019). Understanding the interplay of social commerce affordances and swift guanxi: An empirical study. Information & Management, 56, 213– 224. https://doi.org/10.1016/j.im.2018.05.009
Liu, Y., Liu, Y., & Li, R. (2019). Hotel service recovery based on social media: Examining the customer satisfaction-loyalty-reputation link. Tourism Management, 75, 341-354.
MyTourismData. (2023). Hotel Guest January- December 2022 by State. Retrieved from https://mytourismdata.tourism.gov.my/wp-content/uploads/2023/05/HOTEL-GUEST- JAN-DEC-2022-BY-STATE.pdf
Nazir, S., Khan, S., Jamil, R. A., & Mehmood, Q. S. (2014). Impact of customer relationship management on customer satisfaction in the hoteling industry. Journal of Management Info, 2(2), 8–12. https://doi.org/10.31580/jmi.v3i1.17N.,
Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
Nugrahini, A. D., Ishida, M., Nakagawa, T., Nishi, K., & Sugahara, T. (2020). Trigonelline: An alkaloid with anti-degranulation properties. Molecular Immunology, 118, 201–209. https://doi.org/10.1016/j.molimm.2019.12.020
Nurmatov, R., Fernandez Lopez, X. L., & Coto Millan, P. P. (2021). Tourism, hospitality, and DEA: Where do we come from and where do we go? International Journal of Hospitality Management, 95, 102883. https://doi.org/10.1016/j.ijhm.2021.102883
Park, K. H., & Kang, J. S. (2019). Factors affecting customer loyalty and satisfaction in the hotel industry: an empirical study. Journal of Management and Marketing. 6(4), 363-375
Ramya & Kowsalya, A. & Dharanipriya, K. (2019). Service Quality and Its Dimensions. 4, 39-41.
Salem, M. Z. (2023). The Effect of Brand Reputation on Consumers’ Willingness to Pay a Premium Price: A Study of the Hospitality Industry. In AI and Business, and Innovation Research: Understanding the Potential and Risks of AI for Modern Enterprises (pp. 273-280). Cham: Springer Nature Switzerland.
Sarlak, M. & Sanavi, F. R. (2009). The impact of CRM on the satisfaction in agricultural bank’, American journal of Economics and business administration 1(2), 173-178.
Sarwari, S., Minar, T. A., Naaz, N. S., & Hossain, M. A. (2021). Customer satisfaction model: Identify the determinants of budget hotels. International Journal of Tourism and Hospitality Management in the Digital Age, 5(1), 34-51. https://doi.org/10.4018/ijthmda.2021010103
Sekaran, U., & Bougie, R. (2013). Research methods for business: A skill building approach. A Skill Building Approach, 26(2), 136. https://doi.org/10.1016/0024-6301(93)90168-f
Shaughnessy, J. J., Zechmeister, E. B., & Zechmeister, J. S. (2015). Research Methods in Psychology. http://books.google.ie/books?id=g_V1oAEACAAJ&dq=Research+Methods+in+Psychology%22+by+John+J+Shaughnessy+Eugene+B+Zechmeister+and+Jeanne+S+Zechmeister&hl=&cd=1&source=gbs_api
Sofi, M. R., Bashir, I., Alshiha, A., Alnasser, E., & Alkhozaim, S. (2024). Creating exceptional guest experiences: the role of engagement and relationship building in hospitality. Journal of Hospitality and Tourism Insights.
Sultana, M., Mpanme, D., & Ahmed, J. U. (2022). Customer Relationship Management Practices and Employee Sensitivities of Private Sector Banks: An Analysis in Indian Context. Business and Economic Research, 12(4), 168-182.
Syahsudarmi, S. (2022). The influence of service quality on customer satisfaction: A case study. International Journal of Indonesian Business Review, 1(1), 29–37. https://journal.adpebi.com/index.php/ijibr/article/download/253/298
Tabaku, E. (2016). An assessment of service quality and customer satisfaction in the hotel sector. https://econpapers.repec.org/paper/thoiscthi/36.htm
Ursachi, G., Horodnic, I. A., & Zait, A. (2015). How Reliable are Measurement Scales? External Factors with Indirect Influence on Reliability Estimators. Procedia Economics and Finance, 20(15), 679–686. https://doi.org/10.1016/s2212-5671(15)00123-9
Xiang, Z., Gretzel, U., Gong, S., & Li, S. (2023). Hotel mobile app use and loyalty: Integrating perceived value and trust. International Journal of Hospitality Management, 114, 105424
Yaman, S. K., Abdullah, A. H., Mohammad, H., & Hassan, F. (2015). Technical Competency of Construction Manager in Malaysian Construction Industry. Applied Mechanics and Materials, 773–774, 1053–1059. https://doi.org/10.4028/www.scientific.net/amm.773-774.1053
Abbasi, S.A., Azam, M., Khalid, W., & Riaz, A. (2010). Determinants of Customer Satisfaction in Hotel Industry of Pakistan. European Journal of Scientific Research, 48, 1, 97-105.
Abdullah, N. N. (2018). Probing the Level of Satisfaction towards the Motivation Factors of Tourism in Kurdistan Region. 5(6), 439-443. DOI: 10.21276/sjebm.2018.5.6.3
Abdullah, F. A., Ismail, T. A. T., & Yusoff, A. M. (2022). Hotel Amenities, Customer Satisfaction and Customer Experience: A Test of Mediation. Journal of Tourism, Hospitality & Culinary Arts, 14(1), 262-270. Retrieved from https://fhtm.uitm.edu.my/images/jthca/Vol14Issue1/Chap_19.pdf
Ahmad, T., Almomani, A., Jawabreh, O. A. A., & Al Afeef, M. I. (2012). Impact of Customer Relationship Management of Hotels (A Case Study Umaid Bhwan). Asian Journal of Finance & Accounting, 4(1), 118-131.
Ahmed, I., Nawaz, M., Ahmad, Z., et al. (2010). Does Service Quality Affect Students’ Performance? Evidence from Institutes of Higher Learning. African Journal of Business Management, 4(16), 2527-2533.
Ali, Bayad & Gardi, Bayar & Othman, Baban & Ahmed, Shahla & Ismael, Nechirwan & A.hamza, Pshdar & Aziz, Hassan & Sabir, Bawan & Sorguli, Sarhang & Anwar, Kofand. (2021). Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management. 5. 10.22161/ijebm.5.3.2.
Alipour, H., Gilaninia, S., S.Khosoosi, Z.E. (2011). CRM Application Impact on Customer Satisfaction in Financial and Credit Institutions. Journal of Basic and Applied Scientific Research, 1(8), 956-963.
Al-Hyari, H. S. A., Al-Smadi, H. M., & Weshah, S. R. (2023). The impact of artificial intelligence (AI) on guest satisfaction in hotel management: An empirical study of luxury hotels. Geo Journal of Tourism and Geosites, 48, 810-819.
Arof, K. Z. M., Ismail, S., & Saleh, A. L. (2018). Contractor’s performance appraisal system in the Malaysian construction industry: Current practice, perception and understanding. International Journal of Engineering and Technology(UAE), 7(3), 46–51. https://doi.org/10.14419/ijet.v7i3.9.15272
Badwan, J. J., Al Shobaki, M. J., Abu Naser, S. S., & Abu Amuna, Y. M. (2017). Adopting Technology for Customer Relationship Management in Higher Educational Institutions. International Journal of Engineering and Information Systems (IJEAIS),1(1), 20-28
Bardukova, L. (2023). Navigating the hospitality horizon: current trends and strategies for customer attraction and retention in the hotel industry. Economics and computer science, 2, 88-103.
Chang, H. (2006). A Study of service quality, customer satisfaction and Loyalty in Taiwanese Leisure industry. Journal of American Academy of Business, 9(1), 126-133
Cristobal, E., Flavián, C., & Guinalíu, M. (2007). Perceived e-service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty. Managing Service Quality, 17(3), 317–340. https://doi.org/10.1108/09604520710744326
Elfarmawi, W. (2019). Correlation between customer relationship management system usage, product innovation, and customer satisfaction. Foundations of Management, 11(1), 23–32. https://doi.org/10.2478/fman-2019-0002
Elphick, D. (2023). Hotel problems: Solutions and case study. SiteMinder. https://www.siteminder.com/r/hotel-problems/
Faizal, A. A., & Abdullah, M. Y. (2022). Hotel amenities, customer satisfaction, and customer experience: A test of mediation. Journal of Hospitality and Tourism Management, 48, 111-123.
Fatouretchi, M. (2019). The art of Crm: Proven strategies for modern customer relationship management. Packt Publishing
Fowler, D. (2023). Impact of poor service on hospitality industry organizations: A viewpoint. revistas.rcaap.pt.
https://doi.org/10.57883/thij20(1)2023.31341
Gaul?, E., & Jovarauskien?, D. (2022). Customer value first: improving the customer experience in public services. Viešoji politika ir administravimas, 21(1), 129-142.
Gretzel, U., Koo, C., & Xiang, Z. (2020). Smart tourism: Foundations, applications, and trends. Journal of Hospitality and Tourism Management, 40, 1-11. How does Service CRM enhance the role of Customer Satisfaction and Retention? (n.d.). How Service CRM enhances the role of Customer Satisfaction and Retention. Retrieved January 26, 2024, from https://www.apptivo.com/blog/how-service-crm-enhances-the-role-of-customer- satisfaction-and-retention/
Itani, O. S., Kassar, A.-N., & Loureiro, S. M. C. (2019). Value get, value give: The relationships among perceived value, relationship quality, customer engagement, and value consciousness. International Journal of Hospitality Management, 80, 78-90. https://doi.org/10.1016/j.ijhm.2019.01.014
J.D. Power. (2020). U.S. Hotel Guest Satisfaction Study: Customer Service and Reservations Analysis. Retrieved from Google Scholar.
Joshi, L., Singh Rajput, S., & Keshri, S. (2010). Structural and magneto-transport properties of LCMO–STO composites. Phase Transitions, 83(7), 482–490. https://doi.org/10.1080/01411594.2010.492466
Khanna, A., & Rahan, K. (2018). Indian hospitality trends and opportunities: industry sources and hotelivate research[online].Hotelivate. https://hotelivate.com/wpcontent/uploads/2018/10/Hotelivate_TO_2018.pdf (Accessed 15 January 2020)
Kim, W., Kim, J., & Chan, Y. M. (2022). The impact of review management on customer equity in the hotel industry: A moderated mediation model. International Journal of Hospitality Management, 106, 105083.
Krejcie, R. V., & Morgan, D. W. (1970). Determining Sample Size for Research Activities. Educational and Psychological Measurement, 30(3), 607–610. https://doi.org/10.1177/001316447003000308
Lien, H. (2010). An Understanding the Impact of Service quality on Guest Satisfaction and guest Behavioral Intentions in Vietnam Hotel Industry. Southern Taiwan University, Master Thesis.
Lin, J., Luo, Z., Cheng, X., Li, L. (2019). Understanding the interplay of social commerce affordances and swift guanxi: An empirical study. Information & Management, 56, 213– 224. https://doi.org/10.1016/j.im.2018.05.009
Liu, Y., Liu, Y., & Li, R. (2019). Hotel service recovery based on social media: Examining the customer satisfaction-loyalty-reputation link. Tourism Management, 75, 341-354.
MyTourismData. (2023). Hotel Guest January- December 2022 by State. Retrieved from https://mytourismdata.tourism.gov.my/wp-content/uploads/2023/05/HOTEL-GUEST- JAN-DEC-2022-BY-STATE.pdf
Nazir, S., Khan, S., Jamil, R. A., & Mehmood, Q. S. (2014). Impact of customer relationship management on customer satisfaction in the hoteling industry. Journal of Management Info, 2(2), 8–12. https://doi.org/10.31580/jmi.v3i1.17N.,
Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
Nugrahini, A. D., Ishida, M., Nakagawa, T., Nishi, K., & Sugahara, T. (2020). Trigonelline: An alkaloid with anti-degranulation properties. Molecular Immunology, 118, 201–209. https://doi.org/10.1016/j.molimm.2019.12.020
Nurmatov, R., Fernandez Lopez, X. L., & Coto Millan, P. P. (2021). Tourism, hospitality, and DEA: Where do we come from and where do we go? International Journal of Hospitality Management, 95, 102883. https://doi.org/10.1016/j.ijhm.2021.102883
Park, K. H., & Kang, J. S. (2019). Factors affecting customer loyalty and satisfaction in the hotel industry: an empirical study. Journal of Management and Marketing. 6(4), 363-375
Ramya & Kowsalya, A. & Dharanipriya, K. (2019). Service Quality and Its Dimensions. 4, 39-41.
Salem, M. Z. (2023). The Effect of Brand Reputation on Consumers’ Willingness to Pay a Premium Price: A Study of the Hospitality Industry. In AI and Business, and Innovation Research: Understanding the Potential and Risks of AI for Modern Enterprises (pp. 273-280). Cham: Springer Nature Switzerland.
Sarlak, M. & Sanavi, F. R. (2009). The impact of CRM on the satisfaction in agricultural bank’, American journal of Economics and business administration 1(2), 173-178.
Sarwari, S., Minar, T. A., Naaz, N. S., & Hossain, M. A. (2021). Customer satisfaction model: Identify the determinants of budget hotels. International Journal of Tourism and Hospitality Management in the Digital Age, 5(1), 34-51. https://doi.org/10.4018/ijthmda.2021010103
Sekaran, U., & Bougie, R. (2013). Research methods for business: A skill building approach. A Skill Building Approach, 26(2), 136. https://doi.org/10.1016/0024-6301(93)90168-f
Shaughnessy, J. J., Zechmeister, E. B., & Zechmeister, J. S. (2015). Research Methods in Psychology. http://books.google.ie/books?id=g_V1oAEACAAJ&dq=Research+Methods+in+Psychology%22+by+John+J+Shaughnessy+Eugene+B+Zechmeister+and+Jeanne+S+Zechmeister&hl=&cd=1&source=gbs_api
Sofi, M. R., Bashir, I., Alshiha, A., Alnasser, E., & Alkhozaim, S. (2024). Creating exceptional guest experiences: the role of engagement and relationship building in hospitality. Journal of Hospitality and Tourism Insights.
Sultana, M., Mpanme, D., & Ahmed, J. U. (2022). Customer Relationship Management Practices and Employee Sensitivities of Private Sector Banks: An Analysis in Indian Context. Business and Economic Research, 12(4), 168-182.
Syahsudarmi, S. (2022). The influence of service quality on customer satisfaction: A case study. International Journal of Indonesian Business Review, 1(1), 29–37. https://journal.adpebi.com/index.php/ijibr/article/download/253/298
Tabaku, E. (2016). An assessment of service quality and customer satisfaction in the hotel sector. https://econpapers.repec.org/paper/thoiscthi/36.htm
Ursachi, G., Horodnic, I. A., & Zait, A. (2015). How Reliable are Measurement Scales? External Factors with Indirect Influence on Reliability Estimators. Procedia Economics and Finance, 20(15), 679–686. https://doi.org/10.1016/s2212-5671(15)00123-9
Xiang, Z., Gretzel, U., Gong, S., & Li, S. (2023). Hotel mobile app use and loyalty: Integrating perceived value and trust. International Journal of Hospitality Management, 114, 105424
Yaman, S. K., Abdullah, A. H., Mohammad, H., & Hassan, F. (2015). Technical Competency of Construction Manager in Malaysian Construction Industry. Applied Mechanics and Materials, 773–774, 1053–1059. https://doi.org/10.4028/www.scientific.net/amm.773-774.1053
Published
2025-03-29
How to Cite
Mohd Baharieman, N. S. N., Azwan, L. H. S., Ngah, H. C., Nawawi, W. N. W., & Ishak, F. A. C. (2025). The Elements of Customer Relationship Management and Their Impact on Customer Satisfaction: A Study of Five-Star Hotels in Malaysia. Information Management and Business Review, 17(1(I)S), 24-35. https://doi.org/10.22610/imbr.v17i1(I)S.4423
Issue
Section
Research Paper
Copyright (c) 2025 Nur Sufi Nadhira Mohd Baharieman, Luqman Hakim Shamsul Azwan, Haslina Che Ngah, Wan Nazriah Wan Nawawi, Farah Adibah Che Ishak
This work is licensed under a Creative Commons Attribution 4.0 International License.
Author (s) should affirm that the material has not been published previously. It has not been submitted and it is not under consideration by any other journal. At the same time author (s) need to execute a publication permission agreement to assume the responsibility of the submitted content and any omissions and errors therein. After submission of revised paper in the light of suggestions of the reviewers, the editorial team edits and formats manuscripts to bring uniformity and standardization in published material.
This work will be licensed under Creative Commons Attribution 4.0 International (CC BY 4.0) and under condition of the license, users are free to read, copy, remix, transform, redistribute, download, print, search or link to the full texts of articles and even build upon their work as long as they credit the author for the original work. Moreover, as per journal policy author (s) hold and retain copyrights without any restrictions.
