Making customer relationship management work: evidence from the banking industry in Taiwan

Lin, Nan-Hong; Tseng, Wen-Chun; Hung, Yu-Chung; Yen, David C.

doi:10.1080/02642060701846788

Cited by 25 publications

(14 citation statements)

References 25 publications

(30 reference statements)

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“…The two independent variables have a significantly positive impact on customer trust (regression weight = 0.36 and 0.26); CKM has a positive impact on customer satisfaction (regression weight = 0.44), and customer trust in turn has a positive impact on customer loyalty (regression weight = 0.41) which the study has empirically proved and is also supported by the literature (Bagram, 2010;Lin, Tseng, Hung, & Yen, 2009;Rowley, 2002;Xu & Walton, 2005). The structural model given in the study clearly depicts that CKM and customer satisfaction are the determinants of customer trust.…”

Section: Structural Equation Modelling Resultssupporting

confidence: 76%

Antecedents of Customer Loyalty in Banking Sector: A Mediational Study

Bhat

Darzi

Parrey

2018

Vikalpa: The Journal for Decision Makers

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Executive Summary The competition among the organizations is increasing continuously and there has been a rapid shift in the business process deliverance. Financial service firms are striving to improve their business processes by liaising with customers to survive and compete successfully. The literature has obstinately emphasized on the utmost importance of trust and loyalty to survive in the financial sector. This study aims to explore the role of customer knowledge management (CKM) and satisfaction as antecedents of customer trust in the retail banking sector. The causal relationships existing between CKM, satisfaction, trust, and loyalty are explored. The mediating role of customer trust in the knowledge–loyalty and satisfaction–loyalty relationships is also explored. The data has been collected randomly from 412 customers of a private bank through survey by questionnaire. The research instrument has been developed and purified through factor analysis (confirmatory factor analysis). Structural equation modelling (SEM) has been employed to examine the causal relationship and fitness of the proposed model. The findings of the study reveal that CKM and satisfaction positively impact customer trust, and customer trust has a significant impact on loyalty. Besides, trust partially mediates the effect of knowledge and satisfaction on loyalty. The findings of the study are valuable to managers and strategists in understanding customer need in order to formulate the relevant customer loyalty programmes. However, the study focused on retail banking sector and uses data from a single bank only. Future research may evaluate the generalizability of findings across other banks as well as other nationalities. The main contribution of this study is to the loyalty literature by empirically validating the identified antecedents and demonstrating their role in managing loyalty. Furthermore, the study provides some valuable insights into the relational exchanges between variables wherein some inferences are derived from results regarding trust and loyalty.

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Section: Structural Equation Modelling Resultssupporting

confidence: 76%

Antecedents of Customer Loyalty in Banking Sector: A Mediational Study

Bhat

Darzi

Parrey

2018

Vikalpa: The Journal for Decision Makers

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“…When choosing between increasing attraction or self-expression, the latter should be the focal point due to its positive total effect on loyalty. In practice, providers can emphasize the uniqueness of the MTL service process, such as the priority check-in, advance seating, and VIP services, to increase perceptions of self-expression by enhancing the social value (Lin, Tseng, Hung, & Yen, 2009). …”

Section: Practical Implicationsmentioning

confidence: 98%

Dimensions and Effects of Consumers' Travel–Transportation Involvement: The Case of the Mini Three Links

Lin

Chou

2013

Asia Pacific Journal of Tourism Research

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Since its implementation in 2001, the Mini Three Links (MTL) has become the most important transportation means for Taiwanese travelling to China. The MTL is connected to recreation/travel in Kinmen: service providers often include short local trips as part of the transit process. This study focuses on the concept of travel-transportation involvement in the MTL, exploring its effects on consumers' travel-transportation dependence, identity, loyalty, price sensitivity, and product purchase intention. Traveltransportation involvement is divided into behavioural involvement and socialpsychological involvement, which in turn considers attraction, self-expression, and centrality to lifestyle. Survey respondents are passengers using the MTL service at Kinmen Shangyi Airport and Shuitou Port. Structural equation modelling is used to analyse the 380 valid questionnaires; results show that different involvement dimensions have unique effects. Behavioural involvement positively affects price sensitivity. Attraction positively affects travel-transportation dependence, which further improves travel -transportation identity. Attraction also has indirect negative effects on loyalty and price sensitivity, which are mediated by its impact on travel-transportation dependence and identity. Further, centrality to lifestyle negatively affects product purchase intention during the travel process. Self-expression has a direct positive effect on travel -transportation dependence and loyalty, but a direct negative effect on price sensitivity. Finally, self-expression has indirect negative effects on loyalty and price sensitivity; the mediation process is identical to that for attraction. This study is valuable in terms of distinguishing between various effects among previously overlooked dimensions of travel -transportation involvement; it also provides practical implications for related travel -transportation-service practitioners and tourism development within Kinmen.

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“…One of the main banking business sectors in Taiwan is evaluated by Wu, Lin and Tsai, a sector that is actively promoted for reaping a risk-free premium (Bravo, Montaner, & Pina, 2010;Brown & Whysall, 2010;Chen, 2009;Lin & Huang, 2009;Lin, Tseng, Hung, & Yen 2009;Sufian, 2009). They analyse the organizational performance of wealth management banks in Taiwan by applying an analytic hierarchy process and sensitivity analysis.…”

Section: University Of Valencia Spainmentioning

confidence: 99%

Introduction

Soriano¹

2011

The Service Industries Journal

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Making customer relationship management work: evidence from the banking industry in Taiwan

Cited by 25 publications

References 25 publications

Antecedents of Customer Loyalty in Banking Sector: A Mediational Study

Antecedents of Customer Loyalty in Banking Sector: A Mediational Study

Dimensions and Effects of Consumers' Travel–Transportation Involvement: The Case of the Mini Three Links

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