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1
Khalil Shami, Majed. "Relationship between financial performances and marketing practices in the banking sector of Jordan." Banks and Bank Systems 14, no. 1 (January 15, 2019): 11–19. http://dx.doi.org/10.21511/bbs.14(1).2019.02.
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The study aims at analyzing the relationship between financial performances and marketing practices in the banking sector of Jordan. A questionnaire was distributed to 45 top, middle, and branch level managers of 15 banks. The financial data was obtained from the financial statements and annual reports of the banks during the five-year period between 2011 and 2015. The three categories of participants, who were recruited, were top-level managers, middle-level managers and branch-level managers from 17 banks of Jordan. No two means were found to differ significantly at 0.05 level by means of Scheffe test. The results revealed that the more positive the perception was of the managers regarding the position of their banks in the market, the more they were inclined to choose an accurate target market in accomplishing their marketing objectives. Therefore, it has been concluded that when the financial needs of the customers were similar, the change in the loan-to-deposit ratio was significantly positive.
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Kaur, Gurjeet, and Shruti Gupta. "Business Orientation of Indian Consumer Banking." Global Business Review 13, no. 3 (October 2012): 481–507. http://dx.doi.org/10.1177/097215091201300309.
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The study analyzes the overall business orientation of Indian consumer banks by examining five important business philosophies, namely, production orientation, selling orientation, customer orientation, market orientation and relationship marketing orientation. It throws light on the extent to which each business orientation is followed by Indian banks. All the 39 branches of Jammu and Kashmir Bank Pvt. Ltd (JKB), 13 of State Bank of India (SBI) and 17 of Punjab National Bank (PNB) functioning in Jammu city respectively were contacted. The study found that Indian banks are purely customer oriented and had not yet fully implemented a market orientation philosophy. Moreover, they are not following relationship marketing philosophy, which is the need of the hour and it is imperative for banks to focus on developing long-term relationships with their customers. Further, the two business philosophies, namely, production orientation and selling orientation show insignificant impact on the overall business orientation of Indian banks. Therefore, bank management should concentrate equally on technology and an effective promotional mix. Moreover, they should rethink customer-oriented strategies according to the changing competitive environment and simultaneously think of a market orientation philosophy. Further, management should focus equally on four components of relationship marketing, namely, trust, commitment, loyalty and customer retention.
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Abdelkader, Ahmed, Howard Jackson, and John Cook. "Determinants and Antecedents of Relationship Marketing Orientation." International Journal of Customer Relationship Marketing and Management 1, no. 4 (October 2010): 22–43. http://dx.doi.org/10.4018/jcrmm.2010100102.
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This study investigates the extent of Relationship Marketing Orientation (RMO) in the banking sector of Egypt. The need to deliver a superior value to bank customers has assumed paramount importance as competition intensifies at a fast pace and local consumers become more demanding. This study attempts to answer whether the bank’s ownership style will influence the extent of the bank’s relationship marketing orientation. This empirical study of 32 Egyptian banks is based on the antecedents and determinants of RMO elected from the literature. Findings suggest that different ownership of a bank may exert a different emphasis on RMO. The study reports that RMO is determined by ten antecedents of relationship marketing.
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Lee, Gin-Yuan, Po-Young Chu, and YU Chao. "Service Quality, Relationship Quality, and Customer Loyalty in Taiwanese Internet Banks." Social Behavior and Personality: an international journal 39, no. 8 (September 1, 2011): 1127–39. http://dx.doi.org/10.2224/sbp.2011.39.8.1127.
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While deregulation of financial institutions has increased competition in the Taiwanese banking industry, the advent of e-commerce has provided business opportunities for consumer financing operations. Network banking helps banks to develop relationship marketing by delegating tasks to customers, thus improving customer loyalty. The relationships between service quality, relationship quality, and customer loyalty were investigated in this study. It was found that crisis handling and relationships are negatively, and relationship quality and customer loyalty, and service quality and customer loyalty positively, correlated. Customer loyalty in Taiwanese Internet banks can be increased by improving service quality and relationship quality.
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Larsson, Anthony, and Yamit Viitaoja. "Building customer loyalty in digital banking." International Journal of Bank Marketing 35, no. 6 (September 4, 2017): 858–77. http://dx.doi.org/10.1108/ijbm-08-2016-0112.
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Purpose The purpose of this paper is to investigate the perceptions among representatives from various established major Swedish banks in how they experienced the digitalisation process and its impact on customer relations. Design/methodology/approach Data were gathered through a series of semi-structured in-depth interviews with managers representing different banks with profound insight in the banks’ digitalisation process and its effects on customer relations/satisfaction and digitalisation. Findings The results showed that half of the respondents experienced the same area posing the greatest challenge. This was rooted in the perceived insecurity around what the bank assumed to know about its customers’ proficiency and experiences, and what the customers appeared to actually know. Research limitations/implications This study was conducted as an Interpretative Phenomenological Analysis (IPA) study of various major Swedish banks, which may limit the external validity of its results. Other limitations are also discussed in the paper. Practical implications By identifying the aspects of a digital banking that bank managers perceive to be more advantageous or challenging towards cultivating the relationship with its customers, bank managers should garner an awareness of being able to more effectively develop appropriate strategies in addressing the bank’s customers. Originality/value The area is vastly under-researched. The study contributes to the literature of digital channels and its perceived effects on customer loyalty from a managerial perspective. The results show that some of the present customer loyalty theory needs to be revised in order to accommodate for the era of digitalisation.
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Bhatt, Gyanesh. "Effective Customer Relationship Management: A Key to Success for Banks." International Journal of Management and Development Studies 10, no. 06 (June 30, 2021): 05–08. http://dx.doi.org/10.53983/ijmds.v10i06.372.
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Generally, consumers do not change their banks unless serious problems occur. The philosophy, culture and organization of financial institutions were grounded in this assumption and reflected in their marketing policies, which were product and transaction-oriented, reactionary, focused on discrete rather than continuous activities. With the advent of new technologies in the business of bank, such as Internet Banking and ATMs, now customers can freely choose any bank for their transactions. The pressures of competitive and dynamic markets have contributed to the growth of CRM in the Financial Services Sector. Also, before the Internet revolution, consumers largely selected their banks based on how convenient the location of bank's branches was to their homes or offices. With the advent of new technologies in the business of bank, such as Internet banking and ATMs, now customers can freely choose any bank for their transactions. Thus, the customer base of banks has increased, and so has the choices of customers for selecting the banks.
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Limbad, Shaileshkumar Jausukhbhai, and Vinod Patel. "Measuring Overall Customer Satisfaction for CRM Activities Performed by Indian Commercial Banks in Surat City." Shanlax International Journal of Management 8, no. 1 (July 1, 2020): 16–27. http://dx.doi.org/10.34293/management.v8i1.2465.
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Purpose: The primary purpose of this paper is to measure the customer perception towards customer relationship management practices of Indian commercial banks in Surat city. The researcher also tries to study the different factors affecting the private and public sector banks’ customers.Design/methodology/approach: This research study is descriptive. The study adopted a nonprobability convenience sampling method after initially applying the stratified sampling. Findings: For private sector banks, reliability, responsiveness, and marketing mix elements have a significant relationship with overall satisfaction and also a significant relationship between overall customer satisfaction and loyalty. For public sector banks, a significant relationship found between assurance and marketing mix elements with overall customer satisfaction and between overall satisfaction and loyalty.Practical implications: The study researcher tried to establish a relationship between customer satisfaction and effective management of customer relationships. It is to be suggested that the banking sector, regardless of the tangible elements, should improve its operations in providing customers with highly advanced and reliable services.Originality/value: The research study aims to make managers able to assess CRM activities and processes in Indian commercial banks, focusing on new methods of delivering banking services and ways to managing healthy relationships with key customers.
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Mbama, Cajetan I., and Patrick O. Ezepue. "Digital banking, customer experience and bank financial performance." International Journal of Bank Marketing 36, no. 2 (April 3, 2018): 230–55. http://dx.doi.org/10.1108/ijbm-11-2016-0181.
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Purpose The purpose of this paper is to examine customers’ perceptions of digital banking (DB), customer experience, satisfaction, loyalty and financial performance (FP) in UK banks. Design/methodology/approach The research consists of a survey of UK bank customers’ perceptions of the above themes; use of banks’ financial reports to obtain FP ratios; multivariate factor analysis; structural equation modelling; and analysis of variance tests to explore research hypotheses on the relationships among the study factors. Findings The main factors which determine customer experience in DB are service quality, functional quality, perceived value (PV), employee-customer engagement, perceived usability and perceived risk. There is a significant relationship among customer experience, satisfaction and loyalty, which is related to FP. Research limitations/implications This study concentrates on UK bank customers which limits its generalisability to other banks globally. However, the fact that banks typically adopt common standards in bank financial management implies that the findings are potentially robust for global bank management. Replicating the study in banks in other countries will further enhance this robustness. Practical implications Some significant effects of customer characteristics on the study factors were observed, which have useful implications for DB, bank marketing services and bank FP. Originality/value Unlike previous studies, this study uses both Net Promoter Score and financial ratios as dependent variables, to provide a combined study of the relationships among 14 study factors, with implications for bank marketing and FP.
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Mazzarolo, Aloisio Henrique, Emerson Wagner Mainardes, and Danilo Soares Montemor. "Effects of internal marketing on strategic orientations in the banking sector." International Journal of Bank Marketing 39, no. 5 (March 4, 2021): 810–33. http://dx.doi.org/10.1108/ijbm-08-2020-0437.
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PurposeThe purpose of this study was to assess whether internal marketing tends to influence the perception of bank employees regarding the strategic orientations of banks toward the market, brand and value. The authors also aimed to determine whether employees' organizational commitment mediates the relationship between internal marketing and the three strategic orientations and whether they influence bank employees' perception of obtaining a competitive advantage.Design/methodology/approachThe authors conducted a survey with 832 bank employees using an online questionnaire. The authors performed data analysis by modeling structural equations with data estimation using the PLS-SEM.FindingsThe results showed that internal marketing positively influences bank employees' perception of banks' strategic marketing orientations and through that their perception of a competitive advantage. The authors also note that organizational commitment can partially mediate the relationship between internal marketing and the strategic orientations tested in this study.Research limitations/implicationsThe findings indicate that banks' investment in employee valuation tends to generate positive results in relation to their adherence to marketing strategies, with the potential to result in a competitive advantage.Originality/valueThe results demonstrate the strength of internal marketing in the strategic orientations of banks, indicating that having employees who are committed to their bank contributes to the delivery of a high-quality service focused on the external customers, generating a competitive advantage.
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Govindarajo, Normala S. "Relationship Marketing and Service Quality in Bank Muscat Oman (Sayarati Loans)." Information Management and Business Review 5, no. 12 (December 31, 2013): 568–76. http://dx.doi.org/10.22610/imbr.v5i12.1089.
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Sultanate of Oman is one of the prominent GCC Countries with a population of around 3 million. With assets worth over USD 15 billion, Bank Muscat (SAOG) is the leading financial services provider in Oman with a strong presence in Corporate Banking, Retail Banking, Investment Banking, Treasury, Private Banking and Asset Management. This paper looks into the “RELATIONSHIP MARKETING AND SERVICE QUALITY IN BANK MUSCAT OMAN (Sayaratti Loans)â€. The quality of customer service is the key indicator of the performance of the different branches of the Bank. Banks in the current scenario is increasingly showing its interest in satisfying a customer wants. Given the profit figures on board as targets Banks need to also look into the special needs of the customer’s perspective, any lacuna in service quality to be looked into seriously. The car loans popularly known as Sayaratti loans are taken as the product for study. The findings of the study say that there is a significant relationship between the age and the overall customer satisfaction levels and there is no significant relationship between the age and the service quality by the bank.
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Talaneh, Elhameh, and Kheirollah Sarboland. "The effect of relationship marketing, emotional marketing and supportive marketing on customers loyalty with the mediating role of customers satisfaction: a case study (pars Abad banks)." International Journal of Scientific World 5, no. 1 (March 22, 2017): 67. http://dx.doi.org/10.14419/ijsw.v5i1.7321.
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In today’s competitive world, the attraction and retention of customers in banking industry has become much more difficult and only those banks are successful in this competition that focuses their activities on attraction and retention of their customers. In other words, customers’ satisfaction and loyalty are considered as one of the most significant objectives of banking system. Consequently, the purpose of present research is to investigate the impact of relationship marketing, emotional marketing and supportive marketing on the customers’ loyalty in Pars Abad banks with the mediating role of customers’ satisfaction. The statistical population of research comprises all the customers of private banks, public banks and credit and finance institutions of Pars Abad. From this population, 377 customers were selected as the research sample using random sampling method in terms of Morgan table. The questionnaires were used as the statistical instrument for data collection. The reliability of these questionnaires was confirmed using Cranach’s Coefficient Alpha. The collected data were analyzed using Structural Equation Modeling (SEM) and Boot Strap. The SPSS, Lisrel and Stata software were also used in various stages of estimation. The results revealed that the customers’ satisfaction plays a mediating function in the relationship between the effect of relationship marketing, emotional marketing and supportive marketing on customers’ loyalty.
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Sayani, Hameedah. "Customer satisfaction and loyalty in the United Arab Emirates banking industry." International Journal of Bank Marketing 33, no. 3 (May 18, 2015): 351–75. http://dx.doi.org/10.1108/ijbm-12-2013-0148.
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Purpose – The purpose of this paper is to identify the determinants of consumer loyalty in Islamic and conventional banks in the United Arab Emirates (UAE). The study has relevance and importance in a country with a dual banking system. Since the products and services offered by the banks are largely homogenous, customer loyalty is mostly associated with the quality of certain tangible and intangible dimensions of service. It is important for the banks to understand the factors that lead to higher satisfaction and subsequent loyalty among consumers in the context of the UAE. Design/methodology/approach – More than 300 respondents were surveyed to understand the factors that lead to continuing a relationship with Islamic and conventional banks. The data were analyzed using ANOVA and stepwise regression. Findings – The findings of the study indicate that Islamic banks’ customers are satisfied with the Shariah Advisory Board, convenience-related factors such as number of branches, and efficiency-related factors like handling issues on the phone. However, an inverse relationship is found between advice by the personnel and length of association with the bank. On the other hand, the importance of reputation and efficient handling of issues on the phone is highlighted with respect to conventional banks. Research limitations/implications – The study focusses only on consumers that bank either with Islamic or conventional banks and excludes those who deal with both Islamic and conventional banks simultaneously. Practical implications – The research has several managerial implications, as the findings of the study not only highlight the factors that banking consumers value the most in the UAE banking sector, but also provide insight into the factors which need immediate attention. These decisions have strategic and resource-related implications for banks. This knowledge will allow banks to align services with their long-term objectives and invest into resources and capabilities that will provide them competitive advantage. Originality/value – The study allows identification of factors that are valued the most by banking consumers in a culturally and religiously diverse country with a dual banking system.
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Ojeme, Mark, Andrew Robson, and Nigel Coates. "Investigating the Nigerian small and medium enterprises (SMEs)-banking long-term relationship building." International Journal of Bank Marketing 36, no. 1 (February 5, 2018): 89–110. http://dx.doi.org/10.1108/ijbm-07-2016-0097.
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Purpose The purpose of this paper is to evaluate the role of the commitment between small and medium enterprises (SMEs) and their banks in Nigeria from the perspective of the senior SME employees. The antecedents to, and outcomes from, commitment that underpin these crucial business-to-business (B2B) relationships are quantified as part of a proposed relationship model. Design/methodology/approach In total, 850 SMEs located across three Nigerian regions were targeted leading to the achievement of 491 complete surveys. The data collected comprised various validated items from which scales were developed. Data collection was supported by means of face-to-face interviews with senior SME representatives. Confirmatory factor analysis and structural equations modelling (SEM) were employed to validate the research model and quantify the associated relationships. Findings Two dimensions of commitment are relevant here, namely, the affective and calculative components. The key respective antecedents to these commitment dimensions are trust and social bonding for affective commitment and costs related to benefit loss for calculative commitment. Affective commitment has the greater marginal effect on SMEs’ behavioural intentions towards their banks. Research limitations/implications The research could be expanding further in future studies through consideration of the banks’ perspectives alongside those of the SMEs as consumers. Originality/value This lies in the assessment of the relationships’ strengths and characteristics from the perspectives of SMEs as clients, a sector under-represented in relationship marketing research and in a location where B2B relationships have perhaps not been fully supported by their banking sector.
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OLUMOKO, Tajudeen Abayomi. "CUSTOMER RELATIONSHIP MARKETING AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY." LASU Journal of Employment Relations & Human Resource Management 1, no. 1 (December 1, 2018): 265–72. http://dx.doi.org/10.36108/ljerhrm/8102.01.0192.
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Marketing in the banking industry has witnessed a paradigm shift in orientations from transaction marketing to relationship marketing. Today, banks are working in extremely competitive and rapidly dynamic work environment which has necessitated the focus on responding to customers’ needs satisfactorily. This study examined the effect of customer relationship marketing on customer satisfaction of the Nigerian banking industry, with reference to First Bank of Nigeria. The study adopted a descriptive survey research design and a well organized structured 5 Point likert scale questionnaire was distributed among two hundred (200) selected customers of First Bank of Nigeria using accidental sampling technique. The result of the study using regression analysis show that customer relationship marketing has significant effect on customer satisfaction since 84.6% of variance recorded in customer satisfaction is traceable to the practice of customer relationship marketing (R2 = 0.846, p < 0.05).The study also discovered that trust, commitment and communication have positive effects on customer satisfaction. Based on these findings, the study therefore recommended that there is a need for banks to develop a good customer relationship with their customers by periodically training employees on building enduring customer relationship.
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Khamis, Fauz Moh’d, and Rosemaliza AbRashid. "Service quality and customer’s satisfaction in Tanzania’s Islamic banks." Journal of Islamic Marketing 9, no. 4 (November 12, 2018): 884–900. http://dx.doi.org/10.1108/jima-09-2016-0068.
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Purpose This study aims to examine the relationship between service quality and customers’ satisfaction, and the effect of service quality on customers’ satisfaction in Tanzanian Islamic banking. Design/methodology/approach This study applied six service quality dimensions of CARTER model, i.e. compliance, assurance, reliability, tangible, empathy and responsiveness, to measure Tanzania Islamic banks’ service quality. The questionnaire was also used to measure the level of customers’ satisfaction to the Islamic banking services provided. A total of 384 questionnaires were randomly distributed to the customers of People’s Bank of Zanzibar Islamic banking division, whereby 255 questionnaires were returned and used for analysis. By using SPSS version 19, descriptive analysis, correlation analysis and regression analysis have been used to meet the research objectives. Findings The study findings indicate that customers are satisfied with the Islamic banking services provided by Tanzania banks. However, it has been found that customers are attracted by compliance, tangibility and reliability of the banks. The findings further indicate a significant relationship between service quality and customers’ satisfaction. Indeed, empathy, compliance and reliability were found to be the only significant predictors of customers’ satisfaction. Research limitations/implications Further researches should be considered to involve more banks to generalize the findings. Again, the study has focused on the influence of service quality on customer satisfaction; however, there may be other issues that have direct or indirect influence on customers’ satisfaction on Tanzania Islamic banking. It is, therefore, suggested that future researchers may broaden their scope and conduct research in these areas. Practical implications The findings of the study suggest that there is large number of Muslim and non-Muslims communities who are interested in Islamic modes of finance and banking. Banks have potential to increase customers’ base by improving the quality of their services. Essentially, banks must focus on complying with Islamic principles, improving reliability and empathy, as they statistically influence customers’ satisfaction. Social implications The study creates awareness about the nature of the quality of services provided by Islamic banks in Tanzania. Hence, the study may influence more customers to join Islamic banks for better services. Originality/value This study is important for Tanzania Islamic banks considering that the country has a large number of Muslim communities and non-Muslims who are interested in Islamic modes of finance and banking. While most of the other studies on customers’ preferences in Tanzania are based on conventional banking services, this study focuses on Islamic modes of finance and banking.
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Aladayleh, Khaled. "A framework for integration of artificial intelligence into digital marketing in Jordanian commercial banks." Journal of Innovations in Digital Marketing 1, no. 1 (October 26, 2020): 32–39. http://dx.doi.org/10.51300/jidm-2020-10.
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This paper investigates the relationship between artificial intelligence (AI), and digital marketing in the Jordanian banking sector. It outlines the main implications of information gathering, data modelling, and processing & delivery, as well, the importance of human communication and ethical implications. Banks need a coherent foundation when employing AI. This paper provides a theoretical background for AI developers, policymakers and marketers in the banking sector, and academics. Despite the extensive employment of artificial intelligence in numerous global and local businesses, few studies addressed the use of AI in the Jordanian banking sector. As well, AI has rapidly changed digital marketing practices, particularly in the light of the Coronavirus (COVID_19) pandemic. Banks in Jordan are oblivious to the challenges they face when integrating AI into their digital marketing services. This paper derives a general framework for integrating AI techniques into digital marketing practices in Jordanian banks. Recommendations designed to assist banks in targeting their clients more efficiently also presented in this paper.
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Usman, Hardius, Prijono Tjiptoherijanto, Tengku Ezni Balqiah, and I. Gusti Ngurah Agung. "The role of religious norms, trust, importance of attributes and information sources in the relationship between religiosity and selection of the Islamic bank." Journal of Islamic Marketing 8, no. 2 (June 12, 2017): 158–86. http://dx.doi.org/10.1108/jima-01-2015-0004.
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Purpose This paper aims to examine the assumption used in previous studies that all Muslims adopt and believe the same law on the prohibition of bank interest and to investigate the indirect effect of religiosity on customers’ decision for using Islamic banking services. Design/methodology/approach This study uses an exploratory approach and the natural experimental design with seemingly causal models. A total of 363 questionnaires were distributed to three groups of bank customers, i.e. Islamic banks customers, conventional banks customers and customers of both banks (121 respondents in each group). Findings The results show that the role of religiosity in the customers’ decision for using the Islamic banking services depends on religious norms variable. Religiosity affects the decision of customers in the traditional group, but it does not have any effect for the contemporary group. Other findings suggest that religiosity indirectly affects the decision for using the Islamic banks through intervening variables of trust and information source. Originality/value This is the first paper to investigate the relationship between religiosity and customers’ decision for using the Islamic banking services by considering the religious norm variable. This paper also examines indirect affects of religiosity to the Islamic banks’ choice through intervening variables of trust and information source.
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Putri, Cindy Ayu, Paham Ginting, and Syafrizal Helmi Situmorang. "E-Service Quality and Relational Marketing Effect Satisfaction with Using Mobile Banking through User Experience in Mandiri Syariah Bank KCP Medan Petisah." International Journal of Research and Review 8, no. 6 (June 15, 2021): 74–95. http://dx.doi.org/10.52403/ijrr.20210611.
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Islamic banking is a banking system based on Islamic sharia (law). Indonesia, where part of the population is Muslim, provides ample room for the development of Islamic banks. The development of Islamic banking in Indonesia has become a benchmark for the existence of the Islamic economy. Bank SyariahMandiri as a sharia bank in Indonesia is implementing this system amid the proliferation of conventional banks. The purpose of this study was to analyze the effect of e-service quality and relationship marketing on e-satisfaction through user experience. The research instrument used was a structured questionnaire with a 5-point interval scale. The study population was 1475 people and with the Slovin formula obtained 315 samples in the study. Data that can be analyzed using descriptive and quantitative statistical methods with SEM Smart PLS. This study shows that the quality of e-service and relationship marketing has no significant effect on e-satisfaction. The e-service quality and relationship marketing has an effect on e-satisfaction through the user experience. Keywords: E-Service Quality, Relationship Marketing, E-Satisfaction And User Experience.
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Andaleeb, Syed Saad, Mamunur Rashid, and Quazi Akhlaqur Rahman. "A model of customer-centric banking practices for corporate clients in Bangladesh." International Journal of Bank Marketing 34, no. 4 (June 6, 2016): 458–75. http://dx.doi.org/10.1108/ijbm-10-2014-0156.
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Purpose – Customer-centric banking envisions that banks should meet both tangible and intangible satisfaction criteria of their customers. The purpose of this paper is to investigate the customer-centric banking practices that drive satisfaction of corporate customers in Bangladesh. Design/methodology/approach – Financial managers from a sample of 112 non-financial listed companies were interviewed. The study employed a structured questionnaire using Likert scales. Exploratory factor analysis followed by multiple regression analysis were used to test the effects of both tangible and intangible factors. Findings – The findings of the study indicate that customer-centric banking is primarily influenced by intangible factors. Among six bank selection criteria analyzed in this study, corporate image, commitment, compassion and consistency are the four significant intangible factors that drive corporate customer satisfaction. The two tangible factors: cost-benefit and convenience were not significant determinants of satisfaction for corporate clients. Research limitations/implications – For lack of sample frames and relative unavailability of corporate respondents, a non-probability sampling technique was used. The study contributes to the existing literature on customer-centric marketing, relationship marketing and bank selection by suggesting that there is a shift in banking needs among corporate clients in developing countries such as Bangladesh. Practical implications – The study contributes to a richer understanding of the customer-centric banking framework, suggesting the service strategies that banks ought to adopt. The results are especially important for developing countries that are experiencing a change in theoretical understanding of customer satisfaction in financial services. Originality/value – Now banks and policy makers can better strategize on building loyal corporate customers for banks, thereby ensuring healthy corporate banking relationship. Banks can also prioritize on the important intangible elements to focus on to satisfy corporate customers. Among other factors, technology adoption, training of corporate customer managers, and emphasizing customer-centric banking policies may help provide better services and obtain higher levels of customer satisfaction.
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A. Al-Homaidi, Eissa, Ebrahim Mohammed Al-Matari, Suhaib Anagreh, Mosab I. Tabash, and Nabil Ahmed Mareai Senan. "The relationship between zakat disclosures and Islamic banking performance: Evidence from Yemen." Banks and Bank Systems 16, no. 1 (February 23, 2021): 52–61. http://dx.doi.org/10.21511/bbs.16(1).2021.05.
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This paper aims to analyze the link between the disclosure of zakat information and the performance of Islamic financial institutions in Yemen. Panel data of three Islamic banks working in Yemen were used. The study used a 16-item disclosure index to measure zakat disclosure information, and the financial performance of banks was calculated using two proxies, such as return on assets (ROA) and return on equity (ROE). Based on secondary data, this study used correlation matrix, descriptive analysis and regression analysis. ROA results revealed that zakat data and the age of a bank significantly affected financial results calculated by ROA, while the size of Islamic banks had an insignificant influence of banking performance. Zakat information and the size of Islamic banks have a positive effect on bank performance, while the age of the bank negatively influences the performance of banks. The results concerning ROE indicated that zakat data and the age of a bank have a strong and significant influence on the performance of banks, determined by ROA, while the size of a bank has a negative and insignificant effect on the performance of banks, determined by ROE.
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McNeish, Joanne. "Consumer trust and distrust: retaining paper bills in online banking." International Journal of Bank Marketing 33, no. 1 (February 2, 2015): 5–22. http://dx.doi.org/10.1108/ijbm-08-2013-0088.
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Purpose – The purpose of this paper is to explore the role of paper bills and statements in online and mobile banking and how they may serve to support trust along with mitigating distrust for consumers when dealing with banks and billing firms. Design/methodology/approach – A two-phase study with 208 Canadian online bill payers. Phase 1 verified the comprehension of the measurement items being tested. In Phase 2, exploratory factor analysis was used to determine the factor structure. Regression analysis was used to identify the relationship of the factors with the intention to continuing receiving paper bills. Findings – Four factors for trust and distrust were identified in this study of which two (structural assurance and counted on to help) plus subjective norm predict the intention to continue receiving paper bills. Research limitations/implications – Trust and distrust are shown to co-exist in this study. Consumers feel vulnerable to the risks inherent in online financial interactions, but signal their willingness to trust by adopting online and mobile banking. Consumers mitigate the distrust they have in banks and billing firms by continuing to receive paper bills and statements. This study is limited to paper bills and statements. The role of other paper documents in customer relationship management is worthy of further exploration. Practical implications – This research investigates the role of financial documents in the consumer-firm relationship. This study suggests that paper bills are a communication method that supports consumers’ trust in the banks and billing firms and their adoption of online and mobile banking. Banks and billing firms’ continued emphasis on consumers’ giving up paper bills while insisting on original paper documentation in problem resolution situations, sends mixed messages to consumers, which heightens their distrust in these firms. Originality/value – This is the first study to suggest that paper bills and statements have a role in influencing trust or distrust of banks and billing firms.
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Emeka, Ifediba Emmanvitalis, and Anumege Sebastian Chibunna. "RELATIONSHIP MARKETING AS A TOOL FOR GAINING COMPETITIVE EDGE AND PROFITABILITY IN THE BANKING INDUSTRY: AN EMPIRICAL ANALYSIS." Cognizance Journal of Multidisciplinary Studies 1, no. 6 (June 30, 2021): 1–19. http://dx.doi.org/10.47760/cognizance.2021.v01i06.001.
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This study was carried out to examine how relationship marketing servers as a tool for profitability in banking industry in Nigeria. This study investigated ten (10) commercial licensed banks which were chosen at random from different locations in Lagos State: Zenith Bank, First Bank, United Bank for Africa plc, Access Diamond, Sterling Bank, Heritage Bank, Polaris Bank, Wema Bank, Guarantee Trust Bank and First city monumental plc. The study employed primary data collected in ensuring that valuable data were obtained for the data analysis. A total number of one hundred and twenty (120) copies of questionnaire were administered to staff of the selected banks for which (110) were used for analysis. After cleaning and sorting the copies of the accepted questionnaire they were fed into the statistical package for social science (SPSS). The questionnaire was structured in line with the research objectives, questions and hypothesis of the study. The Pearson product moment correlation coefficient was used to confirm formulated hypotheses. The study found that relationship marketing in Nigeria banks improves the bank’s profitability and that the presence of valuable and high-quality products and services enhances the bank profitability. The study concluded that, banks’ most important assets are the customers and as such, they need to be managed in a manner that will ensure that their expectations are met. The study also recommended that the relation managers and other managers, the staffs in the related departments and other stakeholder involved in matters of the bank’s operations continue with the spirit of understanding the requirements of Relationship Marketing, as well as other issues that governs it.
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Shah, Syed Shujaat Ali, and Zia Khan. "Corporate social responsibility: a pathway to sustainable competitive advantage?" International Journal of Bank Marketing 38, no. 1 (July 19, 2019): 159–74. http://dx.doi.org/10.1108/ijbm-01-2019-0037.
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Purpose The purpose of this paper is to investigate the impact of customers’ perceptions of corporate social responsibility (CSR) on affective and continuance commitment. It analyses the moderation effect of relationship age on the CSR-commitment relationships in the banking industry of an emerging economy. Design/methodology/approach Partial least squares based structural equation modeling was used to test the proposed hypotheses in a sample of 360 respondents collected from the retail banking sector of Pakistan. Findings Customers’ CSR perceptions directly and positively influence affective and continuance commitment. The findings also confirm that relationship age is a positive moderator of the CSR-continuance commitment relationship, but does not influence the CSR-affective commitment relationship. Practical implications Marketers should use CSR activities to enhance customers’ commitment. Given the moderating role of relationship age, marketers should devise different strategies for new and long-term customers. The results clearly show that relationship age affects the CSR-continuance commitment relationship. Long-term banking customers will more likely be in a binding relationship when their banks do CSR activities and disseminate those activities to long-term customers. The study explicitly indicates that maintaining long-term customers’ base through CSR activities helps the marketers in achieving sustainable competitive advantage. Originality/value First, it is the pioneering study to empirically investigate the understudied relationship between CSR and continuance commitment. Second, it examines the moderation effect of relationship age on CSR-commitment relationships in the banking industry of an emerging economy.
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Roberts-Lombard, Mornay, and Daniël Johannes Petzer. "Relationship marketing: an S–O–R perspective emphasising the importance of trust in retail banking." International Journal of Bank Marketing 39, no. 5 (February 22, 2021): 725–50. http://dx.doi.org/10.1108/ijbm-08-2020-0417.
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PurposeUsing the stimulus–organism–response (S–O–R) framework, this study investigates the role of trust (organism) in influencing the behavioural intentions (response) of emerging market retail banking customers, based on the banks' selected customer-focused efforts (stimuli) to influence behavioural intentions. The study also looks at the moderating effects of customers' perceived value and the duration of their support on these relationships.Design/methodology/approachThe data analysed were collected from 599 retail banking customers in an emerging market via a self-administered questionnaire.FindingsCustomer-focused efforts, except for expertise, significantly and positively influence trust. Trust partially mediates the relationships between the remaining customer-focused efforts and behavioural intentions. Furthermore, perceived value moderates the relationships between these stimuli and trust, excluding information sharing. The duration of customer support for the bank also moderates the relationships between these stimuli and trust, bar customer orientation.Research limitations/implicationsThe study augments the understanding of trust's role as the organism from an S–O–R framework perspective.Practical implicationsThe study assists banks in emerging markets in understanding trust's role in influencing customers' behavioural intentions, given the application of selected customer-focused efforts. It highlights the significance of perceived value and duration of customer support in the relationships between these customer-focused efforts and trust.Originality/valueUsing a single S–O–R framework, the role of trust in mediating the relationships between retail banks' selected customer-focused efforts and customers' behavioural intentions is uncovered.
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Lebdaoui, Hind, and Youssef Chetioui. "CRM, service quality and organizational performance in the banking industry: a comparative study of conventional and Islamic banks." International Journal of Bank Marketing 38, no. 5 (May 15, 2020): 1081–106. http://dx.doi.org/10.1108/ijbm-09-2019-0344.
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PurposeThis paper aims to examine a model that uses customer service quality as an intervening mechanism in the relationship between customer relationship management (CRM) practices and organizational performance in two different banking structures: conventional and Islamic. The study focuses on organizational and technological practices of CRM, as both have been demonstrated to be critical to CRM success.Design/methodology/approachThe analysis is based on responses from 247 managers from conventional banks and 141 managers from Islamic banks operating in Morocco using a self-administered questionnaire. The partial least squares structural equation modeling (PLS-SEM) technique is employed for data analysis.FindingsFindings demonstrate that customer service quality plays a mediating role between CRM practices (organizational and technological) and organizational performance in both conventional and Islamic banks. Our results confirm the positive impact of CRM practices on organizational performance in the two banking structures.Practical implicationsThis study enhances our understanding of how CRM practices contribute to improving customer service quality and organizational performance in both conventional and Islamic banks. Bank managers, who aim to deliver superior service quality and achieve customer satisfaction and retention, should capitalize on the benefits of implementing CRM organizational and technological practices.Originality/valueThe present paper bridges a gap pertaining to key practices and factors that impact CRM success in the banking industry. It is the first of its kind to investigate the effect of CRM practices on organizational performance with customer service quality as a mediating variable. The study also contributes to the field of CRM literature, as CRM has rarely been addressed in an Islamic banking context.
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Mostafa, Rasha H. A., and Mohamed Mahmoud Ibrahim. "The effects of customer equity and religious motivation on customer retention and switching intention." Journal of Islamic Marketing 11, no. 6 (April 20, 2020): 1873–91. http://dx.doi.org/10.1108/jima-06-2019-0136.
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Purpose This paper aims to investigate the effects of intrinsic and extrinsic motivations represented in religious motivation and customer equity (CE) drivers, respectively, and switching costs (SCs), on customer’s retention to conventional banks and their switching intention (SI) to Islamic ones in the context of the Egyptian banking sector. Design/methodology/approach Based on the literature, a theoretical model is proposed and examined using structural equation modeling (AMOS) 24. Data were obtained using an intercept sample of 273 conventional bank customers in two major cities in Egypt, namely, Cairo and Giza. Findings The results supported the positive effect of CE and SCs on customer retention (CR) to conventional banks. Value equity has direct positive effect on CR. In addition, SC significantly mediated the relationship between relationship equity (RE) and service encounter employee’s equity (SEEE) and CR. Finally, religious motivations positively and significantly influence customers SI to Islamic banks. Practical implications CE, including all its drivers, namely, value, brand, relationship and SEEE, are the best force of CR in the Egyptian banking sector. The mediating role of SC in the relation between RE and SEEE and CR is perceived as a barrier to switch, instead of reflecting real desire from customers to stay tuned to their conventional banks. In addition, religious motivation should be considered while planning banking services because of its significant direct effect on customers SI from conventional banks to Islamic ones. Finally, both utilitarian extrinsic motivation and hedonic intrinsic ones are influencing customer’s retention and SI, respectively. Originality/value This paper develops and adds a fourth driver to previously examined and validated CE drivers, namely, SEEE. Further, it provides empirical analysis to the effect of religious motivation and CE drivers on SCs, CR and SI in a developing and Islamic dominating context, namely, Egypt. Moreover, it introduces a framework that could be examined and validated in other Islamic contexts to further comprehend bank customers' switching behavior. Yet, the current research focused on the Egyptian banking sector only, where the individual customers represent the sampling unit.
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Roberts-Lombard, Mornay. "Antecedents and outcome of commitment in Islamic banking relationships – an emerging African market perspective." Journal of Islamic Marketing 11, no. 6 (March 9, 2020): 1851–71. http://dx.doi.org/10.1108/jima-09-2018-0164.
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Purpose This study aims to investigate how the commitment of Islamic banking customers is influenced by trust, relationship expectations and conflict management. In turn, the influence of their commitment on future satisfaction is determined. Design/methodology/approach A descriptive research design was applied and responses were obtained from Islamic banking customers through the application of self-administered questionnaires. A total of 350 completed questionnaires were used in analysing the data. An exploratory factor analysis established the interrelationships of the scales used to measure the study’s constructs. In addition, both the measurement and structural models were evaluated. Findings Trust and relationship expectations significantly and positively influence customer commitment, while conflict management has no significant influence on the commitment of Islamic banking customers to their bank. In addition, commitment significantly and positively influences the satisfaction experiences of Islamic banking customers. Research limitations/implications The tested model validates the hypothesised relationships between the trust, relationship expectations, commitment and satisfaction of Islamic banking customers. However, the relationship between conflict management, commitment and satisfaction was not established. Commitment is linked to trust and relationship expectations, as well as its outcome, satisfaction. However, commitment could not be linked to antecedent conflict management. Practical implications The findings could assist retail banks servicing Islamic banking customers in offering in-depth knowledge of how trust and relationship expectations can foster customer commitment, eventually securing the positive satisfaction of customers. Originality/value The study focussed on Islamic banking customers and determined the interrelationships between commitment and related constructs. Few studies, however, have examined how commitment relates to its precursors and outcome from an Islamic banking perspective in an emergent African economy.
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Hamzah, Zalfa Laili, Siew Peng Lee, and Sedigheh Moghavvemi. "Elucidating perceived overall service quality in retail banking." International Journal of Bank Marketing 35, no. 5 (July 3, 2017): 781–804. http://dx.doi.org/10.1108/ijbm-12-2015-0204.
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Purpose The purpose of this paper is to examine the dimensions of service quality (SERVQUAL) from the perspective of the customers and its relationships with perceived overall SERVQUAL in retail banking and also investigate the relationships between perceived overall SERVQUAL and customer trust, customer satisfaction, and bank reputation. Design/methodology/approach A survey questionnaire was constructed, and data were collected from 375 regular customers of local banks. The convenience sampling method was employed to collect data from existing customers of local banks operating in the Klang Valley area of Malaysia. Structural equation modelling was applied to analyse the data. Findings The results of the study indicate four key dimensions of SERVQUAL – tangibles, empathy, reliability and security, and internet banking – all of which are significantly and positively related to customers’ perceived overall SERVQUAL. Internet banking facilities are another significant determinant of the perceived overall SERVQUAL. The results are indicative of the strong and positive effect upon customer satisfaction, their trust in the bank, and, finally, a bank’s reputation. Research limitations/implications This study has presented and tested empirical study of perceived overall SERVQUAL model in the banking industry, particularly in the Malaysian context. This research identified the dimensions of SERVQUAL (i.e. tangibles, empathy, reliability and security, and internet banking) that influence the overall perceived SERVQUAL, and how these overall perceptions will eventually influence customer trust, customer satisfaction, and bank reputation is valid and reliable in retail banking industry. This study, however, only focussed on the banking industry. Given the diversity of the service industry, these findings may have to be tested for the applicability to different service industries in future studies. Practical implications This research is useful to bank managers as it helps them improve SERVQUAL to protect and expand their respective market share in a highly competitive industry. Banks could utilise the results of this study to improve their service tangibility, empathy, reliability, and security, which will affect both customer trust and satisfaction, and enhance a bank’s reputation. Social implications The findings of specific dimensions of SERVQUAL will contribute to customer perception of banks’ image and reputation, and strengthen trust and satisfaction. Moreover, assisting customers towards the understanding of how they should received high quality of services with regard to quality should be perceived as emphatic, reliable, secured and tangibility of service. Originality/value The findings of this study highlight the specific dimensionalities of SERVQUAL in influencing the perceived overall SERVQUAL. This study will increase the understanding on the impact of perceived overall SERVQUAL on consumer trust, customer satisfaction, and a bank’s reputation. Specifically, it reports an empirical study of a model of perceived overall SERVQUAL that simultaneously considers the direct effects of perceived overall SERVQUAL on customer trust, customer satisfaction and bank reputation.
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Demko, Mariana. "Development of integrated marketing Internet communications in the activity of Ukrainian banks." Marketing and Digital Technologies 5, no. 1 (March 14, 2021): 101–12. http://dx.doi.org/10.15276/mdt.5.1.2021.6.
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In modern conditions the Internet is developing rapidly. Marketing communications on the Internet is one of the main elements of Internet marketing of banking institutions and an important element in establishing relationships with target audiences and managing them, informing customers, improving the image of the bank. It is determined that the Internet today covers the information, communication and logistics areas of marketing communications of banks. The paper identifies the areas of integrated marketing Internet-communications in the activities of banks and their main elements to present their characteristic. At the present stage of development of Internet-communications in activities banking, it is advisable for banking institutions to use advertising, digital and creative strategies. It was found that the current trends in the development of marketing communications on the Internet also indicate the growth of Internet-communications in social networks as an important mechanism for interesting the bank customers and forming interaction with them and the development by the bank of its website, its attractive design, updating information on it. The results of the study showed that the largest share of Internet users in Ukraine uses mobile phones or smartphones, the number of which is growing, which expands the capabilities of banks in the field of Internet-communications. It was established that the most active banks in the media space are banks with state share: JSC CB «PrivatBank», JSC «Oschadbank», JSC «Ukreximbank» and banks of foreign banking groups such as JSC «Raiffeisen Bank Aval», JSC «OTP BANK», JSC «ALFA-BANK». JSC «FUIB» is among the banks with private capital. At the same time, the largest media activity of banks in 2019 was observed in banks of foreign banking groups, and in 2019, 2021 by the number of messages in state-owned banks. The analysis of the collected marketing information showed that the largest number of messages from the leading banks of Ukraine by categories of media was observed in the Internet media, as the Internet is a convenient, cheap and effective communication channel in all areas activities. The expediency of using the Internet to promote banking products is also due to the fact that recently the effectiveness of traditional channels for disseminating information about banks and their products has decreased. Key words: integrated Internet-marketing communications, banks, Internet marketing, mediaactivity of banks, means of information dissemination
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Chahal, Hardeep, and Jagmeet Kaur. "Development of marketing capabilities scale in banking sector." Measuring Business Excellence 18, no. 4 (November 11, 2014): 65–85. http://dx.doi.org/10.1108/mbe-06-2013-0037.
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Purpose – The purpose of the study is to develop, measure and empirically validate marketing capabilities (MARKCAPB) scale in banking sector. Design/methodology/approach – Data are collected from a branch manager and three next senior managers of 144 branches of 21 public and 7 private banks operating in Jammu city, North India. Findings – The study finds that marketing capabilities are of multi-dimensional scale, comprising three dimensions – outside-in, inside-out and spanning. Further, the study results demonstrate that all three dimensions are significantly related to marketing capabilities; with outside-in capabilities to be most strongly associated with marketing capabilities development followed by inside-out and spanning dimensions. Research limitations/implications – The study focused on only operational perspective of marketing capabilities to develop a reliable and valid measurement scale. Hence, developing marketing capabilities scale from remaining three perspectives – intellectual capital, marketing mix and competition would prove to be an interesting line of future research. Second, as marketing capabilities scale is developed and tested in banks, that too, in a single city of a country (India), it becomes important to examine whether the same scale can be applied to different sectors and countries. Moreover, future research could be carried on at identifying various antecedents that facilitate the development of marketing capabilities. Originality/value – This is the first study of this type that contributes to the development of multi-dimensional scale of marketing capabilities in banking sector in Indian context. The study provides banks’ managers with the deeper understanding of how to develop and establish marketing capabilities in an organisation. Besides, it also put light on the significant role of outside-in, inside-out and spanning capabilities that facilitate the managers in enhancing financial performance by focusing on varied sub dimensions such as relationship, regularity, communication (outside-in), Web technology and employee bonding (inside-out), advertising, pricing and product/service skills (spanning).
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Kumar, Dileep. "Customer Relationship Management in Industrial Bank." Information Management and Business Review 5, no. 3 (March 30, 2013): 113–18. http://dx.doi.org/10.22610/imbr.v5i3.1034.
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Banking sector is in the midst of acute competion at national and international level. The way banks entertain and maintain their customers that determins its future business opportunities and development. Inorder to maintain the customers, employees working in banking sector need to be well equipeed with adequate skills in relationship marketing. A case study has been conducted in one of the Malaysian Bank* (name changed) inorder to asertain the significance of Customer Relationship Management. Lessons about the importance of employees’ in the the implementation of Customer Relationship Management (CRM) is well established though this case study. This case study is an eye opener to the management and leaders of banking sector, inorder to have effective empoloyee engagement and development.
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Makanyeza, Charles, and Lovemore Chikazhe. "Mediators of the relationship between service quality and customer loyalty." International Journal of Bank Marketing 35, no. 3 (May 15, 2017): 540–56. http://dx.doi.org/10.1108/ijbm-11-2016-0164.
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Purpose There is a dearth of studies that have investigated mediators of the effect of service quality on customer loyalty under the conditions prevailing in Zimbabwe; where bank customers’ confidence in the banking system has been dented by bank failures. Therefore, the purpose of this paper is to investigate the mediators of the effect of service quality on loyalty among bank customers in Zimbabwe. Design/methodology/approach A cross-sectional survey of 310 bank customers was conducted in Chinhoyi, Zimbabwe. A questionnaire with Likert type questions was used to collect data. Customers were randomly intercepted as they walked out of five major banks. Structural equation modelling was used to test the proposed relationships. Findings The study found that service quality, satisfaction and corporate image all have positive direct effects on loyalty. It was also found that satisfaction and corporate image all mediate the effect of service quality on loyalty. Research limitations/implications The study was conducted in Chinhoyi, one of the emerging towns in Zimbabwe. There is a need to conduct more similar studies in other parts of the world in future in order to have a better understanding of this subject. Practical implications Banks are advised to address issues to do with service quality, customer satisfaction and corporate image when designing marketing programmes intended to increase customer loyalty. Originality/value Studies that have investigated mediators of the relationship between service quality and customer loyalty in banking environments such as in Zimbabwe are scarce. This study was conducted to address this knowledge gap. Relationships among customer loyalty and its antecedents are not likely to change due to conditions prevailing in a particular banking environment.
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Solangi, Benazir, Urooj Talpur, Sanober Salman Shaikh, Tania Mushatque, and Muhammad Asif Channa. "Relationship Marketing as an Orientation to Customer Retention: Evidence from Banks of Pakistan." International Business Research 12, no. 7 (June 27, 2019): 133. http://dx.doi.org/10.5539/ibr.v12n7p133.
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This study aims to underpin the relationship marketing as an orientation to customer retention. Further, this study undertakes the case study of banking sector from Sindh province, Pakistan. The reason of conducting this study was to analyze the impact of relationship marketing on customer’s retention in the banking sector. Relationship marketing is getting more attention and popularity around the world and helps in developing customers satisfaction and loyalty. Quantitative research approach was used to measure the response of the sample. A field survey was conducted from customers of 20 banks operating in Larkana. An adopted questionnaire was used with five variables, four independent (Trust, commitment, communication and conflict handling) to predict one dependent variable (Customer retention) at 5-point Likert scale. The response was collected through close-ended questionnaire. The study has found that all the independent variables are positive and significant predictors of dependent variable with a good fit between their reliability and sample size adequacy. The major contribution of this study for the managers of banks particularly in Pakistani context is to take serious efforts to implement CRM effectively for customer retention in challenging marketing landscape due to technological and business extensions. The study has self-report nature so it cannot be generalized in all aspects. Research has left a gap for future research in the same set as well.
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Chahal, Hardeep, and Purnima Bakshi. "Examining intellectual capital and competitive advantage relationship." International Journal of Bank Marketing 33, no. 3 (May 18, 2015): 376–99. http://dx.doi.org/10.1108/ijbm-07-2013-0069.
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Purpose – The purpose of this paper is to investigate the impact of intellectual capital on competitive advantage in banking sector. Further, it also examines the role of innovation as a mediating variable and organisational learning as a moderating variable in intellectual capital and competitive advantage relationship. Design/methodology/approach – Data are collected from 144 branches of 21 public and seven private banks operating in Northern India (Jammu). Three executives (including one manager and two senior employees) from each branch are contacted purposively. Out of 576 questionnaires distributed, 339 questionnaires are returned with response rate of 62.08 per cent. Findings – The study finds that intellectual capital has direct and positive impact on the competitive advantage. It is also verified that innovation fully mediates the relationship between intellectual capital and competitive advantage. Further, the moderating effect of organisational learning on the relationship between intellectual capital and competitive advantage is also confirmed. Research limitations/implications – The study is limited to the banking sector of Jammu city only. Only three dimensions of intellectual capital are considered in the present study. Originality/value – The study represents the relationship between intellectual capital and competitive advantage in banking sector. The results extend the understanding of the role of organisational learning and innovation in creating intellectual capital and building sustainable advantages for organisations.
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Pebrianti, Wenny, Wenseslaus Tanwira, and Ahmadi. "Online Relationship Marketing to Customer Loyalty Based on Signaling Theory (Evidence of Bank Customers in Indonesia)." 11th GLOBAL CONFERENCE ON BUSINESS AND SOCIAL SCIENCES 11, no. 1 (December 9, 2020): 127. http://dx.doi.org/10.35609/gcbssproceeding.2020.11(127).
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The internet has changed people's way of life, especially in dealing a transaction. Indonesian banking entered a new era since 2000 when banks in Indonesia began implementing electronic banking or e-banking systems. Integrating cellular communication technology and banking financial services is changing people's lifestyles to be more flexible in making it easier for users to access banking financial services without being hindered by time, place and space. The same integration also occurs in relationship marketing strategies and cellular communication technologies that make it easy for companies to be able to reach and provide the best service to their consumers. This study wants to reveal the relationship of interactivity and engagement which is an activity of Online Relationship Marketing at a bank to be able to understand consumers in order to create customer loyalty with online trust as mediation.Based on the above background, the problem in this study is "Does Online Relationship Marketing activities such as engagement and interactivity affect customer loyalty either through online trust as mediation or not?" Keywords: engagement, interactivity, online trust, customer loyalty, signaling theory
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Boubker, Nezha Nait, and Mahmoud Belamhitou. "Relationship marketing approach and customer perceived value: An empirical study in retail banks." Global Journal of Business, Economics and Management: Current Issues 7, no. 3 (January 2, 2018): 300–308. http://dx.doi.org/10.18844/gjbem.v7i3.2959.
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Abstract
This paper studies what creates value for customers and how perceived value increases customers’ loyalty. An analytical model is presented and applied in the field of Moroccan retail banking industry. The model is tested through a quantitative study using data collected by an online questionnaire. A total of 200 customers of financial entities were surveyed, and 20 items were tested using the Structural Equation Modeling through Smart-PLS Approach. The results show that the relationship marketing approach is a multidimensional construct composed by trust, commitment and satisfaction. The perceived value based on the PERVAL scale was composed of three components (economic value, social value and emotional value) and represented by 7 items. The results confirm that customers’ positive perceived value has a mediator effect between relationship marketing approach of the providers and customers’ loyalty. This article provides an empirical validation of the perceived value study, a little investigated topic in the Moroccan context. It shows the managerial implications of developing such strategy to maintain long term relationship with customers.
Keywords: relationship approach, perceived value, loyalty, banking , Morocco.
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Mainardes, Emerson Wagner, Aridelmo Teixeira, and Paula Cristina da Silveira Romano. "Determinants of co-creation in banking services." International Journal of Bank Marketing 35, no. 2 (April 3, 2017): 187–204. http://dx.doi.org/10.1108/ijbm-10-2015-0165.
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Purpose The purpose of this paper is to identify the factors that favor the activity of co-creation with customers in the banking sector. The way in which consumers co-create with banking organizations was also examined. Design/methodology/approach The “dialogue, access, risk and transparency” model was employed with the variables dialogue, access, risk assessment and transparency, as per Prahalad and Ramaswamy (2004). The final data sample accounted for 265 clients of a large Brazilian bank and multiple linear regression was used to analyze the data. Findings The results indicated a significant and positive association with access, risk assessment and transparency when the bank co-created with these clients. Dialogue did not appear significantly affect to the co-creative process between clients and the bank. Research limitations/implications The study was conducted with customers of only one major Brazilian bank. The authors recommend that the same study is conducted in other retail banks, investment banks and smaller banks, with a specialized focus. Limitations notwithstanding, the outstanding findings of this research relate to customer perceptions, which, it should be noted, do not necessarily reflect the totality of the relationship between client and bank. Originality/value Understanding co-creation in the banking sector is a new learning perspective on consumer behavior and interactions within the service production process. The justification and relevance of this study derive from the construction of this knowledge and the scarcity of empirical work in this area.
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Mozghovyi, Yaroslav. "Editorial." Journal of Governance and Regulation 7, no. 1 (2018): 4–5. http://dx.doi.org/10.22495/jgr_v7_i1_editorial.
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The current issue of the Journal of Governance and Regulation pays attention to the problems of corporate bankruptcies, relationship marketing in banks, corporate social responsibility in SMEs, monetary operations and Islamic banking in the GCC, corporate brand extensions, the impact of risk factors on the financial performance of the commercial banking sector.
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Anouze, Abdel Latef M., Ahmed Salameh Alamro, and Abdulkareem Salameh Awwad. "Customer satisfaction and its measurement in Islamic banking sector: a revisit and update." Journal of Islamic Marketing 10, no. 2 (June 10, 2019): 565–88. http://dx.doi.org/10.1108/jima-07-2017-0080.
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Purpose The purpose of this study is to answer the following questions: How to measure customer satisfaction from the provisioning service of both: Islamic and Conventional banks? Can we trust one tool to measure such satisfaction or both banks are different identities and there is a need for separate measurement tool? What is the relationship between banks operating style (Islamic or Conventional) and bank performance? Design/methodology/approach A cross-sectional survey design was conducted to analyze a sample of customers. A total of 480 Jordanian participants were included in the study. Findings The results of confirmatory factor analysis show that the most important drivers of customer satisfaction are Sharia’ compliance, complaints, pricing and convenience, whereas the least important drivers are e-banking, the perception of employees, enjoyment and tangibles. Also, the result of the multi-group analysis shows that the significant impacts of all drivers on customer satisfaction differ from Islamic banks to Conventional banks except for the enjoyment. The significant effects of customer satisfaction on bank performance also differ from Islamic to Conventional banks. Research limitations/implications The result is limited to the selected sample, and hence, future research in other countries should contribute to a better understanding of the impact of customer satisfaction relationship on bank success or performance. Practical implications This study provides a useful information for bank managers on the main driver of customer satisfaction and performance. Originality/value This study is intended to add to the existing literature in three ways: There is a lack of studies on the main drivers of customer satisfaction, especially those based on a consumer’s decision-making process in Arabic countries like Jordan. This study broadens the scope by testing the proposed model using data from a sample of consumers in Jordan. This study serves to propose and validate the drivers that influence customer satisfaction and bank performance and elucidate the manner of their influence, to help with the development of more effective business strategies.
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Schröder, Philipp. "Corporate social responsibility (CSR) website disclosures: empirical evidence from the German banking industry." International Journal of Bank Marketing 39, no. 5 (February 25, 2021): 768–88. http://dx.doi.org/10.1108/ijbm-06-2020-0321.
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PurposeContent analysis was used to examine the CSR disclosures of 78 bank websites based on four categories: environment and energy, human resources, customers and products and community involvement. Furthermore, sample units were grouped according to their characteristics, and nonparametric tests were employed to determine significant differences between these groups.Design/methodology/approachThis study (1) examines the extent of corporate social responsibility (CSR) disclosure on bank websites and (2) analyzes the relationship between online CSR disclosure and bank characteristics (i.e. size, profitability, capital market orientation, government ownership, media visibility and bank category).FindingsThe results reveal that the most-disclosed (least-disclosed) CSR information by banks relates to customers and products (environment and energy). Moreover, characteristics such as size, capital market orientation, government-ownership and media visibility are significant in explaining CSR website disclosures, while profitability (bank category) is not (only partially) significant.Research limitations/implicationsAlthough the sample constitutes all the relevant banks in Germany, it is small and limited to a single national context. Thus, the results may not be generalizable.Originality/valueThis study contributes to the relatively scarce literature concerning CSR disclosures on banks' websites, provides new empirical data and extends prior research that compares CSR practices among different types of banks. Recommendations for action are also formulated that are relevant for banking practitioners in the present and future.
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Mohd Thas Thaker, Mohamed Asmy Bin, Hassanudin Bin Mohd Thas Thaker, and Anwar Bin Allah Pitchay. "Public relation activities in Islamic banking industry." Journal of Islamic Marketing 9, no. 2 (June 11, 2018): 283–95. http://dx.doi.org/10.1108/jima-06-2016-0047.
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Purpose This paper aims to examine the role of religion in influencing the public relations activity of Islamic banking institutions in Malaysia by adopting circuit of culture (COC) model as theoretical framework. Design/methodology/approach A narrative analysis is used in this study. This analysis has basically involved the application of symbolic interactionist tenets to respective websites and relevant documents of Islamic banks in Malaysia. Findings The paper has identified six Islamic value orientations elements, especially respect for religious authority, affinity with the past, fatalism, communal kinship, attachment to the eternal life and spirituality and idealism relative to public relations practice among the Islamic banks in Malaysia. The study finds that the respective banks are embedded with Islamic values in their communication tools that reflect public relations activity. Research limitations/implications The theme of value orientations that have been generated and used in this study are constantly in flux. There are some other orientations that might be affecting the cultural value of public relations activities of Islamic banking in Malaysia. Furthermore, these value orientations are less effective in identifying dominating cultural factors that can be amended with situational flexibility, as the current study focuses on Malaysian context. Future research is required by incorporating a quantitative means of testing and measuring the effectiveness of website by using cultural-economic model for building. Practical implications The study suggests that public relations researchers should not ignore the vital relationship between religion and public relations activity. The findings of this paper provide Islamic banking institutions to improve and enhance their public relations activity. Originality/value This paper offers an additional literature related to public relations activity by using cultural-economic model. While previous studies have focused on product, brand matters and organization behavior to define cultural and public relation, very little research has been focused on the role of religion in determining public relations activity and cultural pattern. Indeed, no study has been focused explicitly on public relations activity of Islamic banks in Malaysia using COC.
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J.A., Oluwaseun, and Amos S.O. "A Comparative Analysis of Marketing Strategies Adopted by Specialised and Deposit Money Banks in Oyo State Nigeria." British Journal of Management and Marketing Studies 4, no. 2 (May 22, 2021): 60–70. http://dx.doi.org/10.52589/bjmms-ez1kp6lu.
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Nigerian banking system is characterized by internal and external competition. The upsurge of new banks created room for innovation and further market sharing. A proxy to determine the extent of competition is the intensity of marketing strategies adopted by these banks in recent times. The strategies utilized by Specialized and Deposit Money Banks have been a subject of inquiry on whether they are alike or not. This work against the identified gaps, therefore, compares the marketing strategies adopted by specialized and deposit money banks and as well examines the effect of service quality management on performance of these banks. Data was collected through a self-administered questionnaire from a number of 102 bank staff in six purposely selected specialized and deposit money banks in Oyo state. SPSS was employed to aid the data analysis. Having analyzed the data, the study found out that there is an insignificant difference between the marketing strategies (promotion strategy, customer relationship management strategy and service quality) adopted by specialized and deposit money banks. Guided by the findings, the study recommended that new entrants going into banking and other financial institutions should stick to the various marketing strategies under the study with the most focus on service quality management. The work also offers that specialized banks need to have assurance, which refers to knowledge and courtesy of employees and their ability to inspire trust and confidence.
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Arun Kumar Tarofder, S. M. Ferdous Azam, Ali Ismail Ali Algnaidi,. "E-MARKETING AND ITS EFFECT ON CUSTOMER SATISFACTION IN THE COMMERCIAL BANKS – LIBYA." Psychology and Education Journal 58, no. 1 (January 15, 2021): 2589–601. http://dx.doi.org/10.17762/pae.v58i1.1140.
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The aim of this paper is to evaluate customer satisfaction in the banking sector of Libya, based on e-marketing. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The study was conducted after validity and reliability testing of a self-administered questionnaire using SPSS program. The questionnaire was distributed to a sample of 150 bank customers in Misurata, Libya. This paper makes a useful contribution as there are only a few studies dealing with the assessment of components of e-marketing in banking sector of Libya. The findings showed that there is a significant relationship between the customer satisfaction and e-marketing. Based on three different independent variables (mobile phones, internet and credit cards), regression analysis showed that all these variables positively influenced customer satisfaction in Libyan banking sector. This research has greater implication for the bank management who are looking forward to newer business strategies to achieve customer satisfaction.
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Лычева, Irina Lycheva, Молчанова, and Vera Molchanova. "IMPROVING CONSUMER LENDING MODEL CLIENTS." Bulletin of Belgorod State Technological University named after. V. G. Shukhov 2, no. 1 (December 8, 2016): 245–49. http://dx.doi.org/10.12737/23353.
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The dynamism of the ongoing reforms in the domestic banking sector, one way or another, concerns the relationship of banks with their clients. The customer base responds differently to the reform of the banking system: there is a category of clients who do not take the action of the Central Bank of the Russian Federation, they argue that the monopoly of state-owned banks will lead to a deterioration of service, reduction in quality of banking products and riskiness of banking operations. But there is another category of customers who are positive about the changes and consider increasing the state presence in the banking market of the natural course of development. They link these changes with the possibility of increasing the funding the most important sectors of the real sector of the economy: construction, metallurgy, mechanical engineering. The problem of the banking sector today and in previous periods is similar in many respects: banks still continue to search for the elusive Holy Grail - lasting relationships with customers. Despite the high technology, graphical user interfaces and marketing strategy for the implementation of the task is still unclear in many respects.
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Sumaedi, Sik, Rosa P. Juniarti, and I. Gede Mahatma Yuda Bakti. "Understanding trust & commitment of individual saving customers in Islamic banking." Journal of Islamic Marketing 6, no. 3 (September 14, 2015): 406–28. http://dx.doi.org/10.1108/jima-06-2013-0045.
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Purpose – This paper aims to examine the relationship among trust, commitment and ego involvement and their impacts on word-of-mouth communication (WOM) for individual saving customers in Islamic banking. Design/methodology/approach – The conceptual model and the hypotheses are formulated based on trust and commitment theory, organizational commitment theory, social judgment theory and the results of previous empirical studies on buyer–seller marketing relationship in business-to-customer (B2C) markets. Quantitative research methodology was performed to examine the model and the hypotheses. The data were collected using survey with questionnaire. The respondents of the survey are 100 Islamic banking individual saving customers. Multiple regression analysis was used to test the proposed model and the hypotheses. Findings – The research results show that affective commitment has a positive and significant impact on WOM, while normative commitment and calculative commitment have no significant impact on WOM. Ego involvement has a positive and significant impact on trust, normative commitment, calculative commitment and affective commitment. However, trust does not have a significant impact on calculative commitment, normative commitment and affective commitment. Research limitations/implications – This research was only conducted in one Islamic bank in Indonesia. The data collection using the convenience sampling method as well as the use of a small sample size caused the limitation of the research results in representing across the retail customer of the bank. This study can be replicated with a larger sample size and by involving more Islamic banks to examine the stability of the findings. Practical implications – The research results indicate that ego involvement has an important role in shaping trust and commitment of Islamic banking individual saving customers. Given this, the managements of Islamic banks need to ensure that the banks they have managed are relevant, important and appropriate with the values espoused by their individual customers. Originality/value – This study is important because of the limited literature which discusses relationship marketing in the context of Islamic banking. Furthermore, this research has a novelty on the inclusion of ego involvement in explaining trust and commitment. The use of commitment as a multi-attribute construct also enriches the literature on buyer–seller marketing relationship in B2C markets due to the limited literature that addresses commitment as a multi-attribute construct.
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Chang, Chia-Chi, and Jung-Sung Hung. "The effects of service recovery and relational selling behavior on trust, satisfaction, and loyalty." International Journal of Bank Marketing 36, no. 7 (October 1, 2018): 1437–54. http://dx.doi.org/10.1108/ijbm-07-2017-0160.
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Purpose The purpose of this paper is to investigate the relationship between service recovery and relational selling behavior on trust and satisfaction in the banking industry. Specifically, the mediating role of trust and satisfaction on the relationship between service recovery, relational selling behavior and loyalty is empirically examined. Design/methodology/approach Hypotheses are developed based on the literature review. The conceptual model is tested using SEM on survey data collected from 560 customers of 12 banks in Taiwan, including local banks and foreign banks. Findings The model test results indicate that the influences of service recovery and relational selling behavior on trust and satisfaction are both significant. In addition, the influences of trust and satisfaction on loyalty are significant. Practical implications For bank managers, it is crucial to have well programs to identify service failures and handle recoveries efficiently and effectively. Furthermore, bank managers should place a high value on increasing salesperson’s customer-oriented behaviors to discern potential problems that customer concerns and provide suitable solutions that customer needs. By creating these better customer experiences, greater trust, satisfaction and loyalty can be yielded. Originality/value This study aims to provide a superior understanding of the relationship between service recovery, relational selling behavior, trust, satisfaction and loyalty in the banking industry. The research findings can contribute to forming targeted strategies and gaining competitive advantages for bank managers.
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Amoako, George Kofi, Peter Anabila, Ebenezer Asare Effah, and Desmond Kwadjo Kumi. "Mediation role of brand preference on bank advertising and customer loyalty." International Journal of Bank Marketing 35, no. 6 (September 4, 2017): 983–96. http://dx.doi.org/10.1108/ijbm-07-2016-0092.
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Purpose The purpose of this paper is to investigate the mediating role of brand preference on the relationship between bank advertising and customer loyalty in Ghana’s banking industry. Design/methodology/approach A total number of 600 respondents participated in the study. Convenient sampling technique was employed to select a cross-section of customers from the universal banks currently operating in Ghana. Structural equation modeling technique of PLS was used to test the nature of relationships in the research hypotheses. Findings The study found a significant positive relationship between advertising effectiveness and brand preference. Also, there is a significant positive relationship between advertising and customer loyalty. Again, there is a significant positive relationship between brand preference and customer loyalty. Finally, brand preference positive mediates the relationships between advertising and customer loyalty. Practical implications The study provides a useful guide to strategy and policy formulation in marketing communication by establishing the potential viability of advertising strategy in bank marketing and its potential to generate brand preference and customer loyalty. Originality/value The study has practical implication for, and relevance not only to the banking industry communication strategy but also the entire financial services industry.
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Shanker, Ravi. "MARKETING CULTURE IN FINANCIAL SERVICES WITH SPECIFIC REFERENCE TO RETAIL BANKING IN INDIA." Facta Universitatis, Series: Economics and Organization, no. 2 (January 23, 2019): 331. http://dx.doi.org/10.22190/fueo1804331s.
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Service industry is fast becoming the key to a nation’s success and its importance in the world economy is tremendous. In India too, the service industry boom has powered the growth of the economy. Service industry is different and hence poses special management challenges. There are some unusual variables that affect the performance of these organizations. The ‘marketing culture’ of the organization is one such factor. The paper relates to it, in the context of banking sector in India. Post liberalization, the banking Industry became highly competitive as the number of banking institutions increased, multi-folds. Currently there are 87 banks in India (21 public sector banks, 21 private sector banks, and 45 foreign financial intermediaries and Banks) competing with each other. It has also been observed that one of the variable on the basis of which the banks are competing is providing superior customer contacts, which is possible through customer centric employees and the marketing culture that exist in the banking organization. Marketing culture refers to the pattern of shared values and beliefs that help individuals understand the marketing function and provide them with norms for behavior in the firm. An orientation and culture towards marketing within the organization is most imperative.The paper is based on primary research being undertaken on three banks selected from each category mentioned above. A questionnaire was developed with the help of which the marketing culture of a service firm was assessed. The questionnaire uses 34 items measuring six dimensions of marketing culture, as identified by leading researchers. These six dimensions are service quality, internal communication, innovativeness, organization, Inter-personal relationships and selling tasks. The paper has used parametric approach to analyze and understand the attitude of the employees of each of the banks towards the dimensions identified. The inter-relationships among the six dimensions for each of the banks have also been studied. Weights have been assigned to the six dimensions and the responses have been accordingly assessed. The results of the analysis clearly show the foreign banks score the highest on the IMC index and the nationalized banks the lowest.
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S. M., Maina,. "Consumer Ethnocentrism, Demographic Characteristics and Willingness to Buy Commercial Banking Services in Kenya." European Scientific Journal, ESJ 12, no. 25 (September 30, 2016): 306. http://dx.doi.org/10.19044/esj.2016.v12n25p306.
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International marketing empirical literature has indicated the existence and strength of relationships among the consumer ethnocentrism, demographic variables and product attitude vary in different market context. Subsequently consumer ethnocentrism and purchase intentions influence depends on the product categories and other market factors. It is on the basis of this premise that the current study embarked on assessing the moderating effect of demographic characteristics on the relationship between consumer ethnocentrism and willingness to buy banking services. Descriptive and explanatory research design were used in the study. Primary data was collected among 374 commercial banks account holders in Kenya. Data was analyzed using step wise binary logit regression. Consumer national ethnocentrism was found to have a negative influence on the willingness to buy banking services from foreign owned commercial banks. The assessment of the effect of demographic characteristics on willingness to buy commercial banking services revealed that as the levels of respondents’ income per month increased, there was high preference of buying from foreign owned banks and vice versa. However age, gender and income do not moderate the relationship between consumer ethnocentrism and willingness to buy banking services. This indicate the essence of intergroup differentiation in service or market offerings as well as market segmentation and targeting.
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Boateng, Sheena Lovia. "Online relationship marketing and customer loyalty: a signaling theory perspective." International Journal of Bank Marketing 37, no. 1 (February 4, 2019): 226–40. http://dx.doi.org/10.1108/ijbm-01-2018-0009.
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PurposeOnline technologies have, in recent times, revolutionized the process of relationship building between firms and their customers. Nonetheless, there is a limited focus and theorization when it comes to explaining the link between online relationship marketing (ORM) activities and their impact on firm relationship marketing (RM) objectives. Thus, the purpose of this paper is to examine the signaling role of ORM activities in generating online trust and customer loyalty, through the lens of the signaling theory.Design/methodology/approachData for the study were gathered through a survey of 429 Ghanaian retail bank customers. Results were analyzed using structural equation modeling techniques.FindingsThe paper highlights the signaling role of engagement and interactivity online in influencing banks’ RM outcomes per the signaling theory. It concludes that bank’s online relationship activities, over and above the online tools utilized, need to communicate appropriate and useful signals in order to positively influence online trust and loyalty among customers.Originality/valueThe study, in its uniqueness, utilizes the signaling theory to explain the role and impact of online RM activities in the banking industry.