The Impact of Total Quality Management on Service Quality, Customer Engagement, and Customer Loyalty in Banking

Harimurti, Rosa; Suryani, Tatik

doi:10.9744/jmk.21.2.95-103

Cited by 8 publications

(16 citation statements)

References 26 publications

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“…It also shows that empathy is not a major component in increasing CL at Bank Bahteramas in Southeast Sulawesi. This results is supported the research by Junaidi, Rini, and Silalahi (2019); Harimurti and Suryani (2019); who found that empathy has a positive and not significant effect on CL.…”

Section: The Role Of Empathy As Crm Strategy In Increasing CLsupporting

confidence: 89%

Customer relationship marketing as the antecedents to increasing customer loyalty

Zaid

Juharsah²,

Yusuf³

et al. 2020

IJRBS

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This study aims to determine the implementation of the Customer Relationship Marketing (CRM) strategy in increasing Bank Bahteramas Customer Loyalty (CL) in Southeast Sulawesi. This research was conducted at 10 Bahteramas Bank Branch Offices in Southeast Sulawesi, namely; Kendari, Unaaha, Kolaka, Lasusua, Baubau, Raha, Wanci, Kasipute, Andoolo, Wanggudu. The sample in this study was 200 respondents who were distributed in all existing branch offices, where each branch office was taken, 20 respondents. The technique of determining the sample refers to the technique of accident sampling. This study uses multivariate regression. The results found that simultaneously CRM variables consisting of Bonding, Empathy, Reciprocity, Trust, and Commitment simultaneously had a significant effect on CL at Bahteramas Bank in Southeast Sulawesi. Then the partial test results (t-test) showed that: (1) Bonding as CRM strategy significantly influences on CL; (2) Empathy as CRM strategy has an insignificant effect on CL; (3) Reciprocal as CRM strategy has no significant effect on CL; (4) Trust as CRM strategy has a significant effect on CL; (5) Commitment as CRM strategy has a significant effect on CL.

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Section: The Role Of Empathy As Crm Strategy In Increasing CLsupporting

confidence: 89%

Customer relationship marketing as the antecedents to increasing customer loyalty

Zaid

Juharsah²,

Yusuf³

et al. 2020

IJRBS

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“…It's difficult to differentiate product in banking industry, so service quality become one of the attributes to distinguish bank from another bank. High quality of services enable bank achieving competitive advantage [2] There are many definitions and concept about service quality. Most of previously studies revealed that satisfaction is the result of a process of comparison between customer's expectations and perceptions of performance [3].…”

Section: Literature Reviewmentioning

confidence: 99%

The Factors That Influence Student Satisfaction on Loyalty Students at East Java

Setyowati¹

2020

Proceedings of the International Conference on Management, Accounting, and Economy (ICMAE 2020)

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The research data used are primary data with a total of 231 students from a population of 479 active students at East Java, with a proportional random sampling technique. The analytical tool used is path analysis. The results of this study, IPIEMS student responses agreed and were satisfied with the reliability, responsiveness, certainty, empathy, and tangibility of student satisfaction and impact on the loyalty of IPIEMS students. Some of the things that become one of the main supports of the students agree and are satisfied are the understanding, sensitivity of staff, promises given, teaching and learning process services, attention of IPIEMS staff, and physical aspects of IPIEMS. While what makes students loyal to IPIEMS is because of the ability of IPIEMS to devote attention to what is needed to retain IPIEMS students. From the results of research in the E-learning era and the digital era 4.0 at this time, direct service is still needed to keep students loyal.

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“…Many companies adopt TQM to maintain operational efficiency while securing a competitive advantage (Chang et al, 2010;Simorangkir & Ardiantono, 2022;Zakuan et al, 2008). Its implementation enables the integration of business processes to deliver products or services of the highest quality, thereby meeting and satisfying customer needs and desires, ultimately increasing customer satisfaction (Harimurti & Suryani, 2019;Topalović, 2015;Yu et al, 2020).…”

Section: Introduction Backgroundmentioning

confidence: 99%

“…Effective implementation of TQM can elevate organizational performance and increase consumer and employee satisfaction (Topalović, 2015). The significance of recognizing quality has expanded the scope of TQM beyond manufacturing and extended its application to the service sector as well (Abdullahi et al, 2020;Harimurti & Suryani, 2019;Ooi et al, 2011;Pattanayak et al, 2017). Nowadays, the TQM system encompasses not only product quality but also extends to encompass the quality of services and the service sector (Abdullahi et al, 2020;Harimurti & Suryani, 2019;Ooi et al, 2011;Pattanayak et al, 2017;Samat et al, 2006).…”

Section: Introduction Backgroundmentioning

confidence: 99%

Analyzing the impact of TQM, service quality, and market orientation on customer satisfaction in state-owned banks Indonesia

Arundini,

Sutrisno

2023

J. Manaj. Bisnis dan Kewirausahaan

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The economic environment has significantly changed, necessitating quality improvements to achieve the organization’s competitive advantage. A notable progress involves the creation and execution of a quality management system, utilizing the Total Quality Management (TQM) principle to address forthcoming consumer requirements. This paper explores the impact of TQM, service quality, and market orientation effects customer satisfaction in East Java’s state-owned banking sector. The researchers collected empirical data from 199 respondents who were employees of state-owned banks in East Java. In this research, we utilized PLS-SEM analysis to investigate the connections between the variables. The results indicate a positive effect between TQM and service quality, market orientation, and customer satisfaction. Moreover, there is a positive association between service quality, market orientation, and customer satisfaction. According to this study, state-owned banks in East Java should focus on implementing TQM, improving service quality, and developing a market orientation to enhance customer satisfaction. By practicing effective TQM, continuously improving service quality, and adapting responsive marketing strategies, state-owned banks can improve customer satisfaction and strengthen their position in the highly competitive banking sector. Lingkungan ekonomi telah mengalami perubahan besar dan perlunya melakukan peningkatan kualitas untuk mencapai keunggulan kompetitif organisasi. Salah satu perkembangan tersebut melibatkan pengembangan dan penerapan sistem manajemen mutu dengan menerapkan konsep Total Quality Management (TQM) guna memenuhi kebutuhan konsumen di masa mendatang. Penelitian ini bertujuan untuk mengeksplorasi pengaruh antara TQM, service quality, dan market orientation terhadap korelasi customer satisfaction di sektor perbankan BUMN Jawa Timur. Peneliti mengumpulkan data empiris dari 199 responden yang merupakan pegawai bank BUMN di Jawa Timur. Dalam penelitian ini, peneliti menggunakan analisis faktor konfirmatori untuk menguji reliabilitas dan validitas konfigurasi, sedangkan hubungan antar variabel diperiksa melalui Partial Least Square. Penelitian ini membuktikan bahwa TQM berhubungan positif dengan Service Quality, Market Orientation, dan Customer Satisfaction. Service Quality dan Market Orientation juga berhubungan secara positif dengan Customer Satisfaction. Menurut penelitian ini, perbankan BUMN di Jawa Timur perlu mendapat perhatian serius untuk menerapkan TQM, meningkatkan kualitas layanan dan mengembangkan orientasi pasar untuk meningkatkan kepuasan nasabah. Dengan menerapkan praktik TQM yang efektif, terus meningkatkan kualitas layanan, dan merespons perubahan strategi pemasaran, perbankan BUMN dapat meningkatkan kepuasan nasabah dan memperkuat posisinya di tengah sektor perbankan yang sangat kompetitif.

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The Impact of Total Quality Management on Service Quality, Customer Engagement, and Customer Loyalty in Banking

Cited by 8 publications

References 26 publications

Customer relationship marketing as the antecedents to increasing customer loyalty

Customer relationship marketing as the antecedents to increasing customer loyalty

The Factors That Influence Student Satisfaction on Loyalty Students at East Java

Analyzing the impact of TQM, service quality, and market orientation on customer satisfaction in state-owned banks Indonesia

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