Impact of Relationship Marketing and Perceived Service Quality on Customer Loyalty: An Agenda for Inquiry

Gaurav, Kunal; Khan, Kaleem Mohammad

doi:10.2139/ssrn.2900793

Cited by 5 publications

(4 citation statements)

References 32 publications

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“…(Kotler & Amstrong, 2006;Sumadi & Soliha, 2015;Suwono & Sihombing, 2016) In general, the literature says that for an enterprise customer satisfaction will bring profit in the long term, either through the purchase / reuse, positive "Word of Mouth" and further customer engagement where customers depend on the product used. Gourav and Kaleem, 2013 says that the service is as good attraction intangibles is different for every customer and a certain level of service must be achieved in order to satisfy customers and that generated the commitment, loyalty and retention is an important indicator of customer satisfaction.…”

Section: Customer Satisfaction and Customer Engagementmentioning

confidence: 99%

The Effort to Create Customer Engagement on Customer E_Banking (Empirical Studies on Bank BNI Regional Semarang)

Riva’i

Wahyudi

2016

JDM

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<pre> This study focused on testing the effect of variable customer value, support systems and knowledge of the customer's products to customer satisfaction and its impact on customer engagement. This study selects the object user's e-banking customers of Bank BNI Regional Semarang. The number of samples in this study of 100 respondents, using purposive sampling technique sampling. Processing data using SPSS version 16.0. Based on a statistical test using linear regression approach, then of seven hypothesis there are two hypotheses were rejected. The hypothesis is rejected is the influence of customer value on customer engagement, and support systems to customer engagement. While five other hypotheses, namely: the influence of the customer value, support systems, knowledge products to the satisfaction of the customer, as well as the effect of product knowledge and customer satisfaction on customer involvement is proven. Based on the results of this study, it can be concluded that to build customer engagement should be created customer satisfaction. While such satisfaction can be created through providing better customer value, the support system is up to date and easy, and provides knowledge products to customers continuously and thoroughly.</pre>

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Section: Customer Satisfaction and Customer Engagementmentioning

confidence: 99%

The Effort to Create Customer Engagement on Customer E_Banking (Empirical Studies on Bank BNI Regional Semarang)

Riva’i

Wahyudi

2016

JDM

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“…Menurut penelitian terdahulu yang dilakukan oleh Senasu (2012), Ercis dan Rasouli (2013), Ruswanti dan Lestari (2016) yang membedakan konsep relationship marketing yang terdiri dari kepercayaan, komitmen, komunikasi, kompetensi dan penanganan konflik dengan kualitas hubungan (relationship quality). Sedangkan Kunal Gaurav (2016) yang menyatakan bahwa semua empat konstruksi dari hubungan pemasaran (relationship marketing) yaitu: centricity pelanggan, komitmen, kepercayaan, dan komunikasi berpengaruh signifikan terhadap loyalitas pelanggan. Dalam penelitian saat ini, akan diteliti seberapa pentingkah kualitas hubungan pada nasabah Bank Daerah (Bank Bengkulu, Bank Jambi, dan Bank Lampung) ini memberikan dampak positif dalam peningkatan dimensi relationship marketing/RM (kepercayaan nasabah, komitmen nasabah, serta komunikasi) terhadap loyalitas yang dibangun kepada masing-masing Bank Daerah ini.…”

Section: Pendahuluanunclassified

Pengaruh Relationship Marketing Terhadap Loyalitas Debitur Di Mediasi oleh Kualitas Hubungan, Studi Empiris Di Bank Sumatera Bagian Selatan

Sachanovrissa

2023

Ecombis. Rev. J. Ilm. Eco. and Bussines.

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One of the strategies implemented by the banking sector is to apply the concept of relationship marketing (RM). Relationship marketing (RM) is very helpful for companies in fostering good relationships with customers, debtors, and shareholders. In this study, the direction of the research was to examine how important the quality of the relationship between regional bank customers (Bengkulu Bank, Jambi Bank and Bank Lampung) had a positive impact in increasing the relationship marketing / RM dimensions (customer trust, customer commitment, and communication) to loyalty. This study uses an explanatory survey approach with a quantitative analysis approach. The population in this study were debtor customers at three regional-owned banks, namely Bengkulu Bank, Jambi Bank and Lampung Bank. The number of research samples were 520 respondents. The sampling method used a purposive sampling approach. The analytical tool used is Structural Equation Modeling (SEM) using the LISREL 8.7 program. In this study, the researcher found novelty, namely with regard to the dimensions in the relationship quality variable. Where in previous research in marketing there were 2 dimensions, namely respect and rapport. Meanwhile, this study adds a personality trait dimension.

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“…The present research also intends to elaborate the relationship between relationship marketing and relationship quality in a different context. Gaurav and Khan (2013) developed a model to understand the impact of relationship marketing and perceived service quality on customer satisfaction and loyalty based on thorough literature in the field of relationship marketing. Apart from this, the model was not tested empirically.…”

Section: Relationship Marketing As An Independent Variablementioning

confidence: 99%

A Study of the Impact of Relationship Marketing on Cross-Buying

Vyas

Raitani

2015

Journal of Relationship Marketing

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This article addresses the gap related to the role of relationship marketing in cross-buying and therefore aims to investigate the effect of quality of relationship marketing on cross-buying intentions in the Indian banking context. Five forms of relationship marketing were considered: relationship advertising, 2-way communications, database marketing, face-to-face contacts, and listening activities. The study also examined the indirect effect of quality of relationship marketing via relationship quality. Survey data from 347 bank customers were analyzed using structural equation modelling to test the proposed relationships. Findings highlight that the quality of relationship marketing has both direct and indirect influences on cross-buying intentions.

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Impact of Relationship Marketing and Perceived Service Quality on Customer Loyalty: An Agenda for Inquiry

Cited by 5 publications

References 32 publications

The Effort to Create Customer Engagement on Customer E_Banking (Empirical Studies on Bank BNI Regional Semarang)

The Effort to Create Customer Engagement on Customer E_Banking (Empirical Studies on Bank BNI Regional Semarang)

Pengaruh Relationship Marketing Terhadap Loyalitas Debitur Di Mediasi oleh Kualitas Hubungan, Studi Empiris Di Bank Sumatera Bagian Selatan

A Study of the Impact of Relationship Marketing on Cross-Buying

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