Relationship marketing and customer loyalty

Ndubisi, Nelson Oly

doi:10.1108/02634500710722425

Cited by 342 publications

(414 citation statements)

References 40 publications

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“…To test the reliability of variables we used the cronbach alpha technique. The values of cronbach alpha for all the variables (job satisfaction 0.770>0.70), security (0.739>0.70), achievement (0.897>0.70), responsibility (0.899>0.70) and work itself (0.903<0.70) we was studied significant at 0.70 level and this level was recommended by (Nunnally, 1978) and this level was also recommended by (Ndubisi, 2006). Table 2, than we see the correlation among job satisfaction and responsibility, JS and achievement, and JS and security, JS and work itself are positive correlate at 0.01 level.…”

Section: Analysis and Results Descriptionsmentioning

confidence: 99%

The Impact of Intrinsic Motivation on Employee’s Job Satisfaction

Raza¹,

Akhtar²,

Husnain³

et al. 2015

MOS

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The main purpose of present study is to identify the impact of intrinsic motivation on employee's job satisfaction. This is basically an empirical study and a scale was developed to find out the impact of four variables namely; job security, achievement, job responsibility and work itself (intrinsic motivation). The questionnaire was distributed among the respondents on the basis of simple random sampling. The findings of this study show a significant positive relationship among four variables and employees job satisfaction. The relationships among job security & job satisfaction, achievement & job satisfaction, job responsibility & job satisfaction and work itself and job satisfaction are significant and positive. This research study highlights the areas in which the organizational manager focuses to increase the individual and organizational performance. Keywords: Job security, Achievement, Job responsibility, Work itself, Country of origin, Employees satisfaction, PakistanObjective of the Study:The main objective of this research is to investigate the impact of intrinsic motivational factors on job satisfaction. Because in Pakistan the study related to intrinsic motivation is not conducted so we are going to investigate this issue.Research methodology: Data was collected from the different organizations and employees working in different organizations of Pakistan. The survey was completed by 182 employees, 95% responses were observed. The Results were made using Correlation, regression and ANOVA with the available data. Findings:The results showed that intrinsic motivation and employee's job satisfaction are reducing the risk. Finding is that employees' perception diverges significantly during the organizational problems.

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Section: Analysis and Results Descriptionsmentioning

confidence: 99%

The Impact of Intrinsic Motivation on Employee’s Job Satisfaction

Raza¹,

Akhtar²,

Husnain³

et al. 2015

MOS

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“…Therefore, communication ability of an organization when relating to its interested customers hinged on information that are timely and trustworthy (Ndubisi, 2007). More so, the functional ability of an organization is a two-way thing, hence information management system involves management, employees and customers.…”

Section: Customers Service Delivery Information Technology and Perfomentioning

confidence: 99%

The Role of Information Technology in Customers’ Service Delivery and Firm Performance: Evidence from Nigeria’s Insurance Industry

Idris¹,

Olumoko²,

Ajemunigbohun³

2013

IJMS

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Information technology is crucial for a communication based process. Therefore, this study presents an investigation of the significant role of information technology in customer service delivery and firm performance in selected insurance companies in Nigeria. Specifically, three hypotheses were tested. They are to determine whether: (i) customers are not aware of the availability of IT facilities in their dealings with the Nigerian insurance companies; (ii) the use of IT does not enhance the performance efficiency of insurance organizations in Nigeria; and (iii) providing quality customer service delivery will not enhance organizational performance of insurance companies. The survey research design for the study was a cross examination. The study sample consisted of 112 participants made up of IT managers, marketing managers, and underwriting managers drawn from 25 insurance companies which were randomly selected from the directory of member companies. One-sample T-test and simple frequency percentage tables were used for data analysis. The study revealed that most customers hardly use online services in their engagement with the Nigerian insurance companies even with the level of awareness created which depicts a low level business relationship. Thus, many of the insurance organizations indicated that they experienced high performance efficiency in their investment in and adoption of information technology. This study recommends that insurance administrators and regulators at all levels should gather relevant information as regards factors that may assist in contributing meaningfully to the usefulness of IT in effective service delivery. They should also undertake optimal investment in IT, provide quality service delivery to customers and regularly evaluate IT usage in every department of insurance organizations in Nigeria in order to take appropriate strategic decisions capable of enhancing firm performance.

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“…Banyak perusahaan lebih banyak memanfaatkan hubungan yang kuat antara perusahaan dengan pelanggan untuk mendapatkan informasi berharga tentang bagaimana cara terbaik untuk melayani pelanggan dan menjaga mereka agar tidak berpindah ke merk yang lain. (Ndubisi 2007) Salah satu faktor penting dalam bisnis ritel adalah tingkat keragaman jenis yang harus disediakan (stock) baik keragaman harga, kualitas, jenis maupun tampilan. Bisnis retail merupakan semua aktivitas yang melibatkan penjualan barang atau jasa pada konsumen akhir untuk dipergunakan yang sifatnya pribadi, bukan bisnis (Kotler 2000).…”

Section: Pendahuluanunclassified

Pengaruh Keragaman Produk Terhadap Kepuasan Pelanggan Pada Toko Modern Indomaret Kecamatan Sukun Kota Malang

Wilujeng¹,

Mudzakkir²

2015

Jurnal Ekonomi MODERNISASI

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PENDAHULUANBerbicara tentang bisnis dan persaingan tidak terlepas dari keberhasilan perusahaan, karena perusahaan tidak akan berarti tanpa adanya pelanggan. Banyak perusahaan lebih banyak memanfaatkan hubungan yang kuat antara perusahaan dengan pelanggan untuk mendapatkan informasi berharga tentang bagaimana cara terbaik untuk melayani pelanggan dan menjaga mereka agar tidak berpindah ke merk yang lain. (Ndubisi 2007) Salah satu faktor penting dalam bisnis ritel adalah tingkat keragaman jenis yang harus disediakan (stock) baik keragaman harga, kualitas, jenis maupun tampilan. Bisnis retail merupakan semua aktivitas yang melibatkan penjualan barang atau jasa pada konsumen akhir untuk dipergunakan yang sifatnya pribadi, bukan bisnis (Kotler 2000). Bisnis retail ditujukan untuk konsumen akhir sehingga pembelian barang bukan untuk dijual kembali konsekwensinya adalah barang yang dibeli tidak dalam jumlah besar oleh karena itu bisnis ritel harus memiliki keragaman atas barang.

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Relationship marketing and customer loyalty

Cited by 342 publications

References 40 publications

The Impact of Intrinsic Motivation on Employee’s Job Satisfaction

The Impact of Intrinsic Motivation on Employee’s Job Satisfaction

The Role of Information Technology in Customers’ Service Delivery and Firm Performance: Evidence from Nigeria’s Insurance Industry

Pengaruh Keragaman Produk Terhadap Kepuasan Pelanggan Pada Toko Modern Indomaret Kecamatan Sukun Kota Malang

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