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Journal articles on the topic 'Communication influence on customers'

Author: Grafiati

Published: 28 May 2022

Last updated: 31 July 2025

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1

Kim, Kihyun Hannah, and V. Kumar. "The Relative Influence of Economic and Relational Direct Marketing Communications on Buying Behavior in Business-to-Business Markets." Journal of Marketing Research 55, no. 1 (2018): 48–68. http://dx.doi.org/10.1509/jmr.16.0283.

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Business-to-business firms spend significant resources in direct marketing to manage close relationships with their customers. Nevertheless, there is limited understanding of how the effectiveness of direct marketing communications varies by value propositions. Typically, direct marketing efforts are geared toward explicitly featuring economic or relational values. To implement an effective communication strategy catering to customers' preferences, firms should understand how customers consistently evaluate these organizational marketing communications, which ultimately affect their buying beh

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Kim, Hee-jeong, and Hyun-Jung Jo. "The Influence of Hairdressers’ Communication Skills on Customer Satisfaction and Relationship Continuity." Korean Society of Beauty and Art 24, no. 2 (2023): 147–59. http://dx.doi.org/10.18693/jksba.2023.24.2.147.

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In the modern times when good appearance is a key factor to gain a competitive advantage, hairstyling is a service that people must have to improve their personal image. Customers keep a conversation with a hairdresser to let him/her know what they want. This study attempted to seek a plan to make beauty industry more competitive by examining the effects of hairdressers’ communication on customer satisfaction and relationship continuity. For this, the influence of hairdresser-customer communication on customer satisfaction and effects of customer satisfaction on relationship continuity were in

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Jahan, Noor Firdoos, and Hadi Salah Abdurrahman Atiat. "The Influence of Marketing Communication Tools on Customers’ Satisfaction Towards Mobile Phone Service Provider Companies in Jordan." Journal of Business and Management Studies 3, no. 1 (2021): 58–65. http://dx.doi.org/10.32996/jbms.2021.3.1.6.

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The current study aims to identify the influence of marketing communications tools to achieve customer's satisfaction towards mobile phone service provider companies in Jordan by activating the marketing communications tools to achieve customer's satisfaction and identify the extent of its effectiveness on the mobile phone companies. In this study, the researcher used the descriptive and analytical approach method to describe the phenomenon in question, which evaluates the role of marketing communications tools to achieve customer's satisfaction concerning the mobile phone service providers' c

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Effiong, Andem Ita. "Perceived influence of relationship communication on insurance service quality and customer satisfaction." Independent Journal of Management & Production 10, no. 1 (2019): 234. http://dx.doi.org/10.14807/ijmp.v10i1.829.

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Extant literature in marketing and communications has long recognized the importance of effective communication as the essential link for sustainable relationship between organizations and their customers. In spite of its importance, many studies have revealed that practices of communication in relationship marketing in some service firms are fraught with problems, which influence the perceptions of customers about the commitment of those organizations to service quality and customer value. This exploratory study was undertaken to analyze how insurance customers perceive their relationships wi

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Eum, Ji-Min, Eun-Ok Lee, Soo-Kyeong Chun, and Eun-Jun Park. "The Influence of Hairstylist’s Verbal Communication on Customer Satisfaction and Revisit Intention in Middle-aged and Older Customers." Korean Society of Beauty and Art 25, no. 1 (2024): 135–48. http://dx.doi.org/10.18693/jksba.2024.25.1.135.

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This study attempted to investigate the influence of a hairstylist’s verbal communication on customer satisfaction and revisit intention against middle-aged and older customers. The goal is to grow business by understanding their characteristics and improving the quality of beauty services. For this, a questionnaire survey was performed against middle-aged and older beauty salon customers in Seoul from October 12 to November 5, 2022. A total of 380 copies were used for final analysis, and the results found the followings: First, a hairstylist’ verbal communication had a positive influence on c

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Veronika Imanuel Puraji and Anita Agustina Wulandari. "Relationship between BCA TBK KCP Tidar Surabaya Customer Service Communication Style and Customer Service Satisfaction." DIGICOM : Jurnal Komunikasi dan Media 3, no. 4 (2023): 261–65. http://dx.doi.org/10.37826/digicom.v3i4.606.

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This research is a study that examines the influence of the communication style of BCA customer service Tidar sub-branch offices on the level of customer satisfaction. research uses quantitative methods, quantitative methods are defined as research methods used to examine certain populations or samples, data collection uses research instruments, data analysis is quantitative statistics, with the aim of testing the hypotheses that have been set. This study collected data by filling out the Google form technique. In providing satisfaction to BCA customers, customer service is the spearhead in se

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Sintia, Ina, Mismiwati Mismiwati, Syamsiar Zahrani, Helisia Krisdayanti, and Riduwansah Riduwansah. "KEPUASAN SEBAGAI VARIABEL MEDIASI KUALITAS PELAYANAN, KOMUNIKASI PEMASARAN DAN PENANGANAN KELUHAN TERHADAP LOYALITAS." I-ECONOMICS: A Research Journal on Islamic Economics 10, no. 1 (2024): 42–57. https://doi.org/10.19109/ieconomics.v10i1.22165.

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This research aims to determine the influence of service quality, marketing communications and complaint handling on customer loyalty with customer satisfaction as a mediating variable at Bank Sumsel Babel Syariah Palembang. The population of this research is all customers of Bank Sumsel Babel Syariah Palembang. The sampling technique uses the formula Hair et al. The survey used a questionnaire conducted on 110 customers. Data analysis using Smart PLS 4.0. The research results show that service quality, marketing communication and complaint handling have a positive and significant effect on cu

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Iqbal, Muhammad Ainur, and Ety Dwi Susanti. "Pengaruh Communication Marketing dan Brand Image pada Viral Marketing Terhadap Minat Beli Pelanggan Brand Erigo Store di Era New Normal." J-MAS (Jurnal Manajemen dan Sains) 7, no. 2 (2022): 1048. http://dx.doi.org/10.33087/jmas.v7i2.579.

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This study aims to determine the extent of the influence of Communication Marketing and Brand Image on Viral Marketing on Buying Interest of Erigo Store Brand Customers in the New Normal Era among Students in the City of Surabaya. In this study using quantitative methods with a descriptive approach. The data used in this study is the target population used in this study, namely active students of the Faculty of Social Sciences, veterans of UPN East Java, with a sample of 343 respondents. The tests used are validity and reliability tests to measure data quality, classical assumption test and pa

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Ao, Thu Hoai, Nhan Phuc Tran, Hai Tri Truong, Le Hoan Nhu Y. Nguyen, Ngoc Tuong Vi Tran, and Truong Nguyen. "Influence of marketing communication on smartphone buying decision." Ministry of Science and Technology, Vietnam 65, no. 10 (2023): 44–48. http://dx.doi.org/10.31276/vjst.65(10).44-48.

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Today, along with the increase in the number of smartphone users, marketing communications need to be personalised based on consumer interaction, with useful information while also providing a customer experience with high service quality to turn potential consumers into buyers. The mobile phone market in Vietnam is still growing market and is increasingly differentiated. The objective of the study is to explore the effects of marketing communication on the smartphone purchase decision of customers. The authors used qualitative and quantitative methods, applied to 255 consumer surveys using sm

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Flynn, Andrea Godfrey, Linda Court Salisbury, and Kathleen Seiders. "Tell Us Again, How Satisfied Are You? The Influence of Recurring Posttransaction Surveys on Purchase Behavior." Journal of Service Research 20, no. 3 (2017): 292–305. http://dx.doi.org/10.1177/1094670517690026.

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Service firms frequently contact customers after a transaction to solicit feedback and assess satisfaction with the service experience. Customers who have an ongoing relationship with a firm may receive satisfaction surveys after many or even most of their service encounters, yielding effects that are likely to be cumulative over time. Yet how these cumulative effects influence customer purchase behavior is not clear. Because satisfaction surveys serve a dual purpose of providing valuable customer feedback and incorporating bidirectional communication into relational marketing strategies, unde

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Rijal, Rheet. "Customers’ Perception on Banking Communication." KMC Journal 6, no. 2 (2024): 207–25. http://dx.doi.org/10.3126/kmcj.v6i2.68902.

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This study explored customers’ perceptions of banking communication in “A” grade banks within Surkhet Valley, Nepal, aiming to fill a critical gap in understanding the dynamics of communication within the banking sector. Drawing upon existing literature and theoretical frameworks, the research investigated factors influencing customer awareness and satisfaction regarding banking communication. Through a quantitative approach involving 405 respondents, the study employed ordered logistic regression analysis to discern significant relationships between various demographic and experiential factor

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Purnomo, Agustina Multi. "Social Factors and Social Media Usage Activities on Customer Path 5A Continuity Due to E-Marketing Communication." International Journal of Social Science and Business 7, no. 1 (2022): 11–24. http://dx.doi.org/10.23887/ijssb.v7i1.46701.

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The customer path 5A approach proposed the customer's personalization and communication on social media marketing. The previous studies suggested the influence of customer's social factors were age, gender, income, and occupation on customer path 5A due to X's e-marketing communication. This study added social media usage activity. However, the previous study did not analyze the customer's role in path 5A phase continuity. This study examined the influence of social factors and social media usage activity on the consumer path 5A continuity due to restaurant X's e-marketing communication. The r

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Omeje, Nkemjika U. "Mediating Effect of Customer Satisfaction On Relationship Marketing and Customer Loyalty Among Commercial Banks Customers in Awka, Anambra State." British Journal of Marketing Studies 10, no. 5 (2022): 28–40. http://dx.doi.org/10.37745/bjms.2013/vol10n52840.

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The banking industry is one of the largest sectors dealing with individual customers directly. The success and profitability of a company is based on the number of customer base and their ability to maintain good relationship with their customers and satisfy them efficiently. Therefore, this study seeks to examine the mediating effect of customer satisfaction on relationship marketing and customer loyalty among commercial bank customers in Awka, Anambra state. Specifically, the study examined the effects of relationship marketing concepts (trust, commitment, communication and conflict handling

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Surjaatmadja, Surachman, and Aini Kusniawati. "CUSTOMER VALUE PERCEPTION OF ISLAMIC BANKING IN INDONESIA." Sosiohumaniora 25, no. 3 (2023): 393–400. https://doi.org/10.24198/sosiohumaniora.v25i3.43118.

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This study aims to find out, the factors that influence the perception of the customer value of Islamic Banks or IB in Indonesia. These factors are product knowledge by staff, service quality, and marketing communications. Customer value is one of the indicators of a company’s performance. The results show that the customer value of IB in Indonesia is perceived by its customers well by their understanding of IB products by staff, improving service quality and marketing communication. Service quality contributes greater than product knowledge by staff while marketing communication less than bot

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Bagus Nyoman Udayana, Ida, and Naili Farida. "THE FACTORS WHICH INFLUENCE THE RELATIONSHIP BETWEEN A NETWORK’S SYNERGIZING CAPABILITY AND THE INCREASE IN A SALESPERSON’S PERFORMANCE." Journal of Indonesian Economy and Business 34, no. 2 (2019): 131. http://dx.doi.org/10.22146/jieb.29221.

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Introduction: This research aims to explore the concept of customer networks in the context of sales. A research model is proposed to explain how a salesperson’s performance is increased by synergizing the network. Background Problems: There are inconsistent research findings on the relationship between adaptive selling and salespeople’s performance. The proposed research question is whether adaptive selling has an effect on a salesperson’s performance through his/her customer networking capability or not? Novelty: the novelty of this research is the analysis of the capabilities of customer ne

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Zulaeha, Iradatus, Mohammad Yahya Arief, and Randika Fandiyanto. "ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS NASABAH PADA BANK BRI UNIT PANJI DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING." Jurnal Mahasiswa Entrepreneurship (JME) 2, no. 12 (2024): 2728. http://dx.doi.org/10.36841/jme.v2i12.4083.

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In general, marketing is an activity that creates and delivers goods or services to consumers. It is a process by which companies create value for customers and build strong customer bases to capture value from customers in return. Marketing is an organizational function and set of processes for creating, communicating and delivering value to customers and cultivating customer relationships in ways that benefit the organization and its specific interests for BRI Unit Panji customers by increasing the needs of people in Situbondo. The purpose of this study is to analyze and test factors which i

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Tan, Ran, Yang Li, Qian Huang, and Hefu Liu. "Enhancing Customer Service Chatbot Effectiveness: The Effect of Dyadic Communication Traits on Customer Purchase Intention." Journal of the Association for Information Systems 26, no. 3 (2025): 799–831. https://doi.org/10.17705/1jais.00931.

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Chatbots have been pervasively applied in online retailing to communicate with customers. However, attracting and converting customers with chatbots remains a challenge, and little is known about whether and how chatbots’ communication traits influence customer purchase intention. In this study, we draw on the stereotype content model to identify warmth and competence as two distinct traits of chatbot communication. Then, we employ interpersonal attraction theory to pinpoint perceived attraction as the underlying mechanism, where customer-chatbot similarity of communication trait plays a conti

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Chen, Yaohui. "A Study of The Mutual Influence Between Relationship Marketing and Customer Loyalty." Highlights in Business, Economics and Management 37 (July 18, 2024): 259–65. http://dx.doi.org/10.54097/86c0eg70.

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The article analyzes the mutual influence relationship between relationship marketing and customer loyalty, and points out that enterprises can effectively enhance the emotional connection with customers through personalized service, regular communication, and establishment of membership system and other strategies to improve customer satisfaction and loyalty. The article also emphasizes the important role of customer loyalty in promoting word-of-mouth communication, business growth and profitability. In discussing future trends and challenges, the article points out that digitalization trends

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Balaji, M. S., Sanjit Kumar Roy, and Khong Kok Wei. "Does relationship communication matter in B2C service relationships?" Journal of Services Marketing 30, no. 2 (2016): 186–200. http://dx.doi.org/10.1108/jsm-08-2014-0290.

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Purpose Given the role of communication in relationship development and maintenance, the purpose of this study is to examine the multidimensional nature of relationship communication and examine its association with customers’ cognitive and affective states (consisting of trust, intimacy and image) and relationship commitment. Design/methodology/approach A set of hypotheses is developed based on review of the literature. The hypotheses are tested empirically using partial least square path modelling on survey data collected from users of retail banking services. Findings Results show that rela

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Lin, Cheng-Yu, and Jiun-Sheng Chris Lin. "The influence of service employees’ nonverbal communication on customer-employee rapport in the service encounter." Journal of Service Management 28, no. 1 (2017): 107–32. http://dx.doi.org/10.1108/josm-08-2015-0251.

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Purpose Rapport between service employees and customers has been suggested to be an important determinant of customer relationship management, yet existing marketing literature still lacks a sufficient understanding of how service employees’ nonverbal communication affects customer-employee rapport development in service encounters. The purpose of this paper is to fill this research gap by proposing and testing a model that explores how service employees’ nonverbal communication (employee affective delivery and behavioral mimicry) influences customer positive emotions and customer-employee rap

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Mráček, Pavel, and František Milichovský. "Influence of communication tools on customer behaviour within a food product after declared consumption date in global." SHS Web of Conferences 92 (2021): 06023. http://dx.doi.org/10.1051/shsconf/20219206023.

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Research background: Marketing communication should catch the attention of target customers, who pay attention to advertisements to make an interest in product, service, brand, or company. Marketing communication can impact customers behaviour in food choice due to association with personal identity, which is important interpersonal communication to others. Purpose of the article: Customers purchase a lot of food with no matter the possibility of consumption. Therefore, a lot of foods are wasted or degraded for consumption, because of health risks. It is necessary to influence target customers

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Astri, Astri, Juliana Nasution, and Laylan Syafina. "The effect of integrated marketing communication, brand image and experiential marketing on customer satisfaction." SERAMBI: Jurnal Ekonomi Manajemen dan Bisnis Islam 6, no. 3 (2024): 199–208. https://doi.org/10.36407/serambi.v6i3.1440.

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This study aimed to determine the effects of integrated marketing communication, brand image, and experiential marketing on the satisfaction of Sharia Bank customers. The research used a survey method to collect data from 92 customers. The results indicate that the influence of integrated marketing communication, brand image, and experiential marketing is important for customer satisfaction. These findings illustrate that integrated marketing communication, brand image, and experiential marketing enhance customer satisfaction. The results have important implications, particularly for marketing

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Hasanuddin, Muhlis, Pratiwi Ramlan, and Syahrir L. "RELATIONAL MARKETING ANALYSIS OF CUSTOMER LOYALTY OF “RUMAH ADAT BUGIS” IN SIDENRENG RAPPANG REGENCY." Journal of Economic, Bussines and Accounting (COSTING) 7, no. 5 (2024): 5074–79. https://doi.org/10.31539/costing.v7i6.12826.

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This study aims to analyze the influence of relational marketing on customer loyalty for the "Rumah Adat Bugis" (Bugis Traditional Houses) in Sidenreng Rappang Regency. Relational marketing, which includes key elements such as communication, trust, empathy, and emotional bonding, plays a crucial role in building long-term relationships with customers. By fostering effective communication, trust through consistent service, and understanding customer needs, relational marketing significantly impacts customer loyalty. Loyal customers tend to make repeat purchases, buy in larger quantities, visit

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Widyartono, Agustinus, and Andreas Sardjono. "Pengujian faktor anteseden pada loyalitas pengguna internet banking." Journal of Business and Information Systems (e-ISSN: 2685-2543) 2, no. 2 (2020): 63–74. http://dx.doi.org/10.36067/jbis.v2i2.72.

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This study aims to prove the influence of shared value and communication carried out by banking industry actors on the internet banking service to customer loyalty by trust mediation. The survey that will be conducted in this study includes the users of internet banking in the city of Palembang. The method that will be used in this research is to use path analysis. This research proves that the value shared and communication significantly influence trust. This study also proves that trust is a variable that mediates the effect of shared values on loyalty. The communication factor in which th

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Ade Permana, Angga, Muhammad Firdaus, and Muhaimin Dimyati. "Pengaruh Komitmen, Komunikasi Dan Penanganan Masalah Terhadap Kepercayaan Nasabah Pada Bank Jatim Cabang Banyuwangi." RELASI : JURNAL EKONOMI 16, no. 2 (2020): 311–25. http://dx.doi.org/10.31967/relasi.v16i2.366.

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This study analyzes the effect of commitment, communication, and problem handling on customer trust. The purpose of this study is to test and analyze commitment, communication, and handling problems to customer trust simultaneously or partially. The sampling technique in this study is nonprobability sampling and uses purposive sampling. The sample in this study amountedto 125 sample respondents to customers. The research method used in this study is multiple linear regression, t-test, f test,and the coefficient of determination R2. based on the results of the study indicate that the variables

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Rahayu Bella Kartika, Edwin Agus Buniarto, and Diana Ambarwati. "Pengaruh Komunikasi Interpersonal dan Kualitas Pelayanan terhadap Kepuasan Customer pada Hotel Front One Inn Kediri." Nian Tana Sikka : Jurnal ilmiah Mahasiswa 1, no. 5 (2023): 50–68. http://dx.doi.org/10.59603/niantanasikka.v1i5.175.

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In the era of globalization and rapid technological advancement, business development requires the right strategies to attract customers through customer satisfaction. Therefore, research is needed to uncover whether interpersonal communication and service quality have a partial or simultaneous impact on customer satisfaction. The research was conducted in April 2023, with a sample of 95 respondents, customers of Hotel Front One Inn Kediri. A quantitative descriptive method was used in this research, involving data collection through observation, interviews, and questionnaires. Data analysis i

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Zulfikar, Taufik, Adhi Al Hadi Haqq, and Didin Saepudin. "Social Media and Non-Personal Communication for Increasing Brand Equity and Their Implications towards Customer Value." Randwick International of Social Science Journal 3, no. 1 (2022): 142–52. http://dx.doi.org/10.47175/rissj.v3i1.384.

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Identifying, creating and delivering customer value will gain a competitive advantage. Providing benefits and reducing costs/costs is an effort to increase value. Reducing the sacrifice the company can do marketing through social media and non-personnel communication because this can increase brand equity in customers. This study aims to analyze and prove the effect of social media and non-personnel communication on brand equity which has an impact on customer value. The research method used a survey to 200 smartphone customers in Bandung where respondents were given 29 closed questions with o

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Ćirić, Zoran. "The importance of customer communication in insurance activities." Tokovi osiguranja 40, no. 1 (2024): 211–28. http://dx.doi.org/10.5937/tokosig2401211c.

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In the traditional insurance business, customers usually only hear or see their insurer when they take out a policy or renew an existing one. However, as other industries have put the customer at the center and customers have become accustomed to this type of relationship, this approach is no longer sufficient to maintain business communication. As the financial sector becomes increasingly complex and comprehensive, insurers are also expected to improve their communication skills. Above all, the constant exchange of information with customers will help them to better understand the financial s

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Khraiwish, Ahmad, Jassim Ahmad Al-Gasawneh, Jamal M. M. Joudeh, Nawras M. Nusairat, and Yaser F. Alabdi. "The differential impacts of customer commitment dimensions on loyalty in the banking sector in Jordan: Moderating the effect of e-service quality." International Journal of Data and Network Science 6, no. 2 (2022): 315–24. http://dx.doi.org/10.5267/j.ijdns.2022.1.006.

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The current research scrutinizes the relationship between the three model commitment components (affective, normative, and calculative commitment) and their various influences on customer loyalty. This is particularly in the banking sector setting in Jordan. A self-reported questionnaire was distributed to collect primary data for analysis. 333 completed questionnaires were analyzed via using PLS software to extract the effect of e-service quality on the relationship between customer commitment and loyalty. The results of this study demonstrate that the affective type of commitment has a posit

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Ugolkov, Ievgenii, and Oleh Karyy. "Supporting the customer journey with digital instruments of marketing communications." Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia 53, no. 2 (2019): 109. http://dx.doi.org/10.17951/h.2019.53.2.109-119.

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<p>This article describes the possibilities of improving customer satisfaction from the company's involvement in every point of interaction via digital marketing communication instruments and the customer's journey map concept. To achieve this goal, the literature on the concept of customer travel was examined, the results from a two-year monitoring of two production companies were selected and the companies' online and offline marketing communication with clients was presented. The findings indicate that the customer experience should be simple and intuitive for the customer's perceptio

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SAHADE and SYAMSU RIJAL. "THE IMPACT OF MARKETING COMMUNICATION PERFORMANCE AND REFERENCE GROUP ENCOURAGEMENT ON CUSTOMER ATTITUDES IN CHOOSING BANKING IN MAKASSAR CITY, INDONESIA." INTERNATIONAL JOURNAL OF RESEARCH IN EDUCATION HUMANITIES AND COMMERCE 04, no. 03 (2023): 309–17. http://dx.doi.org/10.37602/ijrehc.2023.4325.

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The objective of this research is to find out customer response index decision (CRID) and the influences of marketing communication performance, reference group, both partially and simultaneously towards customer’s attitude. Descriptive analysis used in this research based upon customer’s response index decision which utilized to predict the proportional value that’s linked with research variable dimensions, for hypothesis testing is applied structural equation modelling (SEM). Result of this research which describe based on statistical frequency distribution analysis and customer response ind

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Stavros, Kalogiannidis, Kontsas Stamatis, Eleni Nikolaou PhD Erini, and Papaevangelou M.Ed Olympia. "The Influence of Marketing and Communication in Changing Consumers Expectations." International Journal of Social Science and Human Research 05, no. 07 (2022): 2855–60. https://doi.org/10.5281/zenodo.6796719.

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The main purpose of the present study is to highlight as well as analyze the use of different documentation in the specialty literature and also the influence that communication and marketing have on changing consumer behavior. The objective of the study is to analyze the implications of marketing and communication on consumer behavior and attitudes and how they influence the business market. Consumer expectations are always considered one of the most crucial factors because of the difference they make in the decision-making process before and after purchase. This always helps to determine cus

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Ruswanti, Endang, and Widiyanti Permata Lestari. "The Effect of Relationship Marketing towards Customers' Loyalty Mediated by Relationship Quality (Case Study in Priority Bank in Niaga)." DeReMa (Development Research of Management): Jurnal Manajemen 11, no. 2 (2016): 191. http://dx.doi.org/10.19166/derema.v11i2.230.

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<p>A large number of banks let people be more free in choosing the best bank for their needs. People can freely switch from one bank to another which makes the loyalty level of bank customers decrease, even though the efforts and cost spent for maintaining the customers is cheaper than the efforts and cost spent on getting new customers. Relationship is one of the answers to the problem, relationship marketing is a marketing principle which emphasizes and takes effort in maintaining good long term relationship with customers. This research aims to, analyze the influence competence, commu

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Jánská, Michaela, and Petra Olšová. "Influence of segmentation factors on leaflet distribution." Acta Universitatis Bohemiae Meridionalis 19, no. 1 (2016): 20–29. http://dx.doi.org/10.1515/acta-2016-0007.

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Abstract In marketing communication it is important to know what and how to inform the customer, it means to know the target audience, where it is located and how it is possible to reach it. The most commonly used form of addressing the customer in the retail is a leaflet action. This article aims to highlight the use of segmentation aspects by retail in the selected region for the best implementation of selected communication mix - direct marketing. An analysis of secondary data - professional literature and studies dealing with the meaning of communication in the company, specifically market

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Musriha, Musriha. "PENGARUH SERVICESCAPE DAN KUALITAS KOMUNIKASI KARYAWAN TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH BANK MANDIRI DI SURABAYA." EKUITAS (Jurnal Ekonomi dan Keuangan) 15, no. 2 (2017): 247. http://dx.doi.org/10.24034/j25485024.y2011.v15.i2.2293.

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The purpose of this study was to examine direct and indirect effects of an integrated model of servicescape and personal communication quality upon customer loyalty, and considered customer satisfaction as intervening variable. This study used a causal design. The main data used in this study are primary data collected through the circulation of questionnaires to the respondents Mandiri bank customers in Surabaya. The sampling technique using purposive sampling method to determine the sample based on the consideration of researchers. Data Analysis used SEM (Structural Equation Modeling) analys

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Musriha, Musriha. "PENGARUH SERVICESCAPE DAN KUALITAS KOMUNIKASI KARYAWAN TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH BANK MANDIRI DI SURABAYA." EKUITAS (Jurnal Ekonomi dan Keuangan) 15, no. 2 (2018): 247–68. http://dx.doi.org/10.24034/j25485024.y2011.v15.i2.273.

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The purpose of this study was to examine direct and indirect effects of an integrated model of servicescape and personal communication quality upon customer loyalty, and considered customer satisfaction as intervening variable. This study used a causal design. The main data used in this study are primary data collected through the circulation of questionnaires to the respondents Mandiri bank customers in Surabaya. The sampling technique using purposive sampling method to determine the sample based on the consideration of researchers. Data Analysis used SEM (Structural Equation Modeling) analys

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Tran, Sy Nguyen. "The Impact of Digital Communication on Customer Loyalty through the Relationship between Brand and Customer, and Customer Citizenship Behavior." International Review of Management and Marketing 15, no. 2 (2025): 77–84. https://doi.org/10.32479/irmm.17858.

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Digital communication plays an important role in enhancing customer loyalty. From there, customers are attached to the brand, and are willing to buy and repeat purchasing behavior. The objective of this research examines the impact of digital communication on customer loyalty through customer citizenship behavior, the relationship between brand and customer. Using the survey method, the research collected 324 valid samples for analysis. Research results show that digital communication has a positive influence on relationship between brand and customer, and customer citizenship behavior. The re

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Ayuni, Putri, and Yusrizal Yusrizal. "Strategi Komunikasi Pemasaran Agen PT Prudential Life Assurance Cabang Binjai." El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam 4, no. 1 (2022): 119–29. http://dx.doi.org/10.47467/elmal.v4i1.1362.

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 Marketing Communication Strategy Agent PT. Prudential life assurance binjai branch develops effective marketing communications, namely identifying the target audience, designing messages, selecting media, selecting message sources, collecting feedback. Matthew B. Miles and A. Michael Huberman developed a qualitative descriptive method using data model interactivity analysis techniques. The results of the research obtained an overview that PT. Prudential in marketing strategic communication Agents are more than two-way communication to customers to sell products so that they can give inf

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Ernaningsih, Anisah, Wiwik Handayani, and Arief Bachtiar. "From Likes to Loyal: An Analysis of the Influence of Social Media, Trust Levels, and Communication Mediated by Customer Bonding on Loyalty at CV. Rumah Lamongan." International Journal of Business and Applied Economics 3, no. 4 (2024): 623–40. http://dx.doi.org/10.55927/ijbae.v3i4.9861.

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This study to purpose for examines the influence of social media, trust level, and communication on customer loyalty with customer bonding as a mediating variable. Social media enhances effective communication and trust between the company and its customers, thereby strengthening customer loyalty. Customer bonding reinforces the emotional connection between customers and the company, which in turn increases loyalty. The results indicate that social media, trust, and communication have a positive and significant impact on customer loyalty through customer bonding at CV. Rumah Lamongan. This res

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Sinta Sakinda, Pricilia, Henny Welsa, and Muinah Fadhilah. "Pengaruh Servicescape dan Kualitas Komunikasi terhadap Loyalitas nasabah melalui Kepuasan nasabah sebagai variabel intervening (studi pada nasabah Bank Tabungan Pensiunan Nasional Kantor Cabang Yogyakarta)." Bisman (Bisnis dan Manajemen): The Journal of Business and Management 3, no. 2 (2020): 125–36. http://dx.doi.org/10.37112/bisman.v3i2.792.

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The purpose of this study was to examine direct and indirect effects of an integrated model of servicescape and communication quality upon customer loyalty, and considered customer satisfaction as intervening variable. This study used a causal design. The main data used in this study are primary data collected through the circulation of questionnaires to the respondents BTPN bank customers in Yogyakarta. The sampling technique using purposive sampling method to determine the sample based on the consideration of researchers. Data Analysis used Partial Least Square (PLS) yaitu SEM berbasis varia

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Ram, M. Karthik, S. Selvabaskar, R. Guhan, and K. Rajarathi. "The effect of digital communication technologies in retail supply chain management: Evidence from Indian small retailers." Journal of Future Sustainability 3, no. 3 (2023): 125–32. http://dx.doi.org/10.5267/j.jfs.2023.1.002.

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Indian retail industry held the second rank in A.T. Kearney's Global retail development index in 2021 and ranked 16th FDI confidence index. The retail industry provides ample job opportunities and contributes to the economic progress of the nation. After the advent of new innovation there are new technologies which have emerged in business and it also substantially changed consumer behavior. Digital communication allows the user to transfer data from one end to another using digital technologies like e-mail, phone calls, video conferencing, and several instant message applications. Digital com

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Kim, Soo-Kyung, and Sun-Hyoung Kim. "The Influence of Beauty Industry Workers’ Verbal and Nonverbal Communication Abilities on Customer Satisfaction -Focusing on female customers in their 20s in Jeju-." Journal of the Korean Society of Cosmetology 28, no. 2 (2022): 305–14. http://dx.doi.org/10.52660/jksc.2022.28.2.305.

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This study aimed to investigate the influence of beauty workers’ verbal and non-verbal communications on customer satisfaction against beauty salon customers. For this, a questionnaire survey was performed against adult men and women, aged 20 or older, living in Jeju Special Self-governing Province, and the results found the following: ‘Provision of information’, ‘empathy’, and ‘kind response’ had a positive effect on ‘service satisfaction’ and ‘revisit intention’ with statistical significance, confirming that verbal communication ability is a critical factor in service satisfaction and revisi

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Florencio, Beatriz Palacios, Luna Santos Roldán, and Juan Manuel Berbel Pineda. "Communication, Trust, and Loyalty in the Hotel Sector: The Mediator Role of Consumer's Complaints." Tourism Analysis 25, no. 1 (2020): 183–87. http://dx.doi.org/10.3727/108354220x15758301241648.

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The purpose of this study was to analyze how the relationship between communication with customers, loyalty, and trust are mediated by a correct handling of customers' complaints. A survey of 629 customers of the hotel sector, and using structural equations modeling, was used. The results demonstrated that good customer communication and information when handling claims positively and significantly influences customer loyalty and trust. Loyal and trusting customers is one of the aims of companies. These are generally determined by the communication carried out by the firm. Nevertheless, it is

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Rabiatul Adawiyah and Taharuddin. "Pengaruh Kualitas Pelayanan Jasa Keagenan Kapal dan Komunikasi Interpersonal Terhadap Kepuasan dan Loyalitas Pelanggan Pada Perusahaan Pelayaran PT. Hasnur Internasional Shipping Tbk." JURNAL BISNIS DAN PEMBANGUNAN 13, no. 2 (2024): 170–80. https://doi.org/10.20527/rtdzts61.

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Abstract: This research, focuses on examining the direct and indirect effects of Agency Service Quality and Interpersonal Communication on Customer Satisfaction and Loyalty in the shipping industry, specifically at PT Hasnur International Shipping Tbk. The study employs a quantitative research method with an explanatory type. The population comprises customers of PT Hasnur International Shipping Tbk, including ship owners and management/employees. Data collection is carried out through questionnaires, and the analysis is conducted using SmartPLS Structural Equation Modeling (SEM). The findings

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Aminah Jamaliah, Alya Siti, and Faisal Rakhman. "Pengaruh Brand Awareness, Brand Image dan Media Communication terhadap Minat Nasabah Memilih BSI Griya Hasanah di BSI KCP Garut Kadungora." Jurnal Dimamu 3, no. 3 (2024): 249–56. https://doi.org/10.32627/dimamu.v3i3.1110.

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Based on observation results, that the background of this research is the tendency for a decrease in BSI Griya Hasanah customers at BSI KCP Garut Kadungora over the past three years. This is caused by the lack of Brand Awareness, Brand Image and Media Communication at BSI KCP Garut Kadungora, which affects customer interest in choosing BSI Griya Hasanah at the bank. This study aims to find out how Brand Awareness, Brand Image and Media Communication influence the interest in choosing BSI Griya Hasanah products, both partially and simultaneously at BSI KCP Garut Kadungora. The research object i

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Papen, Marie-Christin, Florian U. Siems, and Werner H. Kunz. "The Influence of Childhood Engagement in the Context of Hospitality Service Failure Evaluation." Journal of Hospitality & Tourism Research 44, no. 2 (2020): 403–25. http://dx.doi.org/10.1177/1096348019896086.

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Marketing research shows that customer relationship management can reduce consequences of service failures. The question is how long a former customer engagement can still have an effect on a current critical incident. In extreme cases, this means whether and how interactions between company and customer during childhood can still influence the effects of a service failure. This article proposes that engagement with a company during childhood (childhood engagement) can affect later perceptions of the relationship. An experiment with 152 participants showed that perceived controllability and ch

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Sukati, Inda, and Triana Ananda Rustam. "Pengaruh Relationship Marketing Terhadap Loyalitas Konsumen Klinik Navaagreen Batam." Prosiding Seminar Nasional Ilmu Sosial dan Teknologi (SNISTEK) 5 (September 28, 2023): 216–26. http://dx.doi.org/10.33884/psnistek.v5i.8088.

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The concept of relationship marketing emerged in the fields of services marketing and industrial marketing. Relationship marketing combines offline and online strategies to strengthen bonds between businesses and customers. In essence, it involves investing heavily in connections with customer.. The objective of this study is to investigate how he trust, commitment, communication, and conflict handling influence the customer loyalty. The data collection instrument used was a questionnaire which was administrated to a total sample of 100 consumers of Navaagreen Batam Clinic. The analyses involv

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Mah, Pascal Muam, Iwona Skalna, and John Muzam. "Natural Language Processing and Artificial Intelligence for Enterprise Management in the Era of Industry 4.0." Applied Sciences 12, no. 18 (2022): 9207. http://dx.doi.org/10.3390/app12189207.

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Introduction: The advances in the digital era have necessitated the adoption of communication as the main channel for modern business. In the past, business negotiations, profiling, seminars, shopping, and agreements were in-person but today everything is almost digitalized. Objectives: The study aims to examine how the Internet of things (IoTs) connects text-object as part of NLP and AI responding to human needs. Also, how precipitated changes in the business environment and modern applications such as NLP and AI embedded with IoTs services have changed business settings. Problem statement: A

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Syahputra, Adjie Tama, and Isna Wijayani. "Pengaruh Komunikasi Pemasaran terhadap Minat Pelanggan Shopee di Kota Palembang." Da'watuna: Journal of Communication and Islamic Broadcasting 3, no. 1 (2022): 57–74. http://dx.doi.org/10.47467/dawatuna.v3i1.2235.

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This study aims to determine the effect of marketing communication on the interest of Shopee customers in the city of Palembang. The population in this study are all customers who use Shopee's delivery services in Palembang City, where the exact number of customers is unknown. The number of samples taken in this study using the Lemeshow formula, this is because the total population is unknown or infinite. Based on the Lameshow formula, the number of samples was 96 people with the sampling technique used was accidental sampling. The analysis technique uses simple regression with hypothesis test

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Syahputra, Adjie Tama, and Isna Wijayani. "Pengaruh Komunikasi Pemasaran terhadap Minat Pelanggan Shopee di Kota Palembang." Da'watuna: Journal of Communication and Islamic Broadcasting 2, no. 4 (2022): 57–74. http://dx.doi.org/10.47467/dawatuna.v2i4.2235.

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This study aims to determine the effect of marketing communication on the interest of Shopee customers in the city of Palembang. The population in this study are all customers who use Shopee's delivery services in Palembang City, where the exact number of customers is unknown. The number of samples taken in this study using the Lemeshow formula, this is because the total population is unknown or infinite. Based on the Lameshow formula, the number of samples was 96 people with the sampling technique used was accidental sampling. The analysis technique uses simple regression with hypothesis test

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