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Journal articles on the topic 'Customer's relationship'
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1
Curth, Susanne, Sebastian Uhrich, and Martin Benkenstein. "How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior." Journal of Services Marketing 28, no. 2 (2014): 147–58. http://dx.doi.org/10.1108/jsm-08-2012-0145.
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Purpose – The purpose of this paper is to analyze how affective commitment to fellow customers influences a customer's affective commitment to the service provider and customer citizenship behavior (CCB). In addition, the paper seeks to examine the moderating role of a customer's calculative commitment to the service organization. Design/methodology/approach – The study used a large-scale survey among customers of a health club and a scenario-based experiment to test the hypotheses. Findings – Both empirical studies provide evidence that affective commitment to fellow customers has positive consequences for the customer-firm-relationship. The findings suggest that commitment to fellow customers and commitment to the service organization influence very specific facets of customer citizenship behavior. In addition, the study found preliminary support for the moderating role of calculative commitment. Affective commitment to fellow customers showed the strongest effect on affective commitment to the provider in customer-firm relationships characterized by high (versus low) calculative commitment. Practical implications – The results of this research have a number of managerial implications. This study suggests measures to strengthen customer-firm-relationships, e.g. generating intensive exchange among customers or attraction of consumer pairs. Providing customers with platforms of valuable relationships to multiplex ties can be a competitive advantage for service providers. Originality/value – This article is the first that highlights the role of other customers as a target of customer commitment and how this commitment affects both the customer's relationship to the service provider and his or her customer citizenship behavior. The present study therefore broadens our knowledge of how bonding among customers influences consumer behavior in service settings.
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Yaqoob, Dr Munther Khuder, Dr Hind Khuder Ahmed, and Omar Yaseen AlSaeir. "The Customer's Experience as a Mediator Variable between Banking Services and the Customer's Pleasure / An Analytical Study of the Opinions of a Sample of Customers of the Private Banks in the City of Mosul." East African Scholars Journal of Economics, Business and Management 7, no. 07 (2024): 286–95. http://dx.doi.org/10.36349/easjebm.2024.v07i07.002.
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The current research aims to demonstrate the mediating role of customer's experience in enhancing the relationship between banking services provided to the customer's Pleasure in light of environmental variables. The research problem examined the influential relationship between banking services and customer's Pleasure in the presence of the mediating variable customer's experience. A number of hypotheses were formulated, including that there is a correlation with Significant statistical significance between the main and mediating research variables. The research sample was (50) permanent customers in banks in the city of Mosul. The research used the descriptive analytical method. The research reached a number of conclusions, including that customer experience has a major role in strengthening the relationship between banking services and customer pleasure, and integrated banking services would Achieve a customer's Pleasure by meeting his needs and desires.
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Shin, Byoung-Chul, Hyo-Sun Yeom, Seong-Chang Kim, and Eun-Jun Park. "Franchise Hair Salon Juno Hair Symbol Narrative, Brand Image, Relationship Between Customer Emotional Responses." Journal of the Korean Society of Cosmetology 28, no. 4 (2022): 666–74. http://dx.doi.org/10.52660/jksc.2022.28.4.666.
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This study was conducted to verify the symbolic narrative, brand image, and customer's emotional response of hair salon Juno. The subjects of this study were 450 customers who use beauty salons, and data were collected through self-response questionnaires about the symbol mark narrative, brand image, and customer response. The results of this study are as follows. First, there is a significant positive correlation between symbolic narratives and brand images. Second, symbolic narrative had a significant positive (+) effect on customer's emotional response. Third, it was found that brand image had a mediating effect on customer's emotional response. Based on the results of this study, a plan to increase the revisit intention of beauty salon customers was suggested.
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Bendapudi, Neeli, and Robert P. Leone. "Managing Business-to-Business Customer Relationships following Key Contact Employee Turnover in a Vendor Firm." Journal of Marketing 66, no. 2 (2002): 83–101. http://dx.doi.org/10.1509/jmkg.66.2.83.18476.
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Customers form relationships with the employees who serve them as well as with the vendor firms these employees represent. In many cases, a customer's relationship with an employee who is closest to them, a key contact employee, may be stronger than the customer's relationship with the vendor firm. If the key contact employee is no longer available to serve that customer, the vendor firm's relationship with the customer may become vulnerable. In this article, the authors present the results of two studies that examine what business-to-business customers value in their relationships with key contact employees, what customers' concerns are when a favored key contact employee is no longer available to serve them, and what vendor firms can do to alleviate these concerns and to retain employee knowledge even if they cannot retain the employee in that position. The studies are based on a discovery-oriented approach and integrate input from business-to-business customers, key contact employees, and managers from a broad cross-section of companies to develop testable propositions. The authors discuss managerial and theoretical implications and directions for further research.
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Goli Nia, Abdulhamid, and Mehdi Naeimi. "Investigating the relationship between relationship marketing with customer responsiveness regarding the role of mediator of customs customers' trust in Golestan province." Journal of Management and Accounting Studies 5, no. 03 (2019): 40–44. http://dx.doi.org/10.24200/jmas.vol5iss03pp40-44.
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The purpose of this study was to investigate the relationship between the relationship between marketing and customer responsiveness with respect to the role of mediator of customs customers' trust in Golestan province.Methodology:The research method used was descriptive correlational survey. The statistical population of this study included all customs customers in Golestan province was unlimited. The sample size was 384 according to Krejcy and Morgan tables. The method of this research was stratified random. The research data were collected using library and field method and the tool used was a questionnaire. The reliability of the questionnaires was confirmed by Cronbach method and the validity of the tool was confirmed by the content method. Also for analyzing the data, the structural equation test was used using pls software.Results:The results show that there is a significant relationship between the relationship between marketing and customer responsiveness with respect to the role of mediator of customs customers trust in Golestan province. Conclusion: It can be concluded that there is a meaningful relationship between the financial benefits with the customer's trust, also and it can be concluded that there is a meaningful relationship between social factors with customer trust, and that there is a meaningful relationship between the structural links with the customer's trust, finally it can be concluded that there is a meaningful relation between customer trust and customer responsiveness.
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Mr. Nunna Suresh, Dr. T. Vara Lakshmi, and M. Tejvika. "CRM – A Tool to Enhance Customer Satisfaction." International Research Journal on Advanced Engineering and Management (IRJAEM) 2, no. 05 (2024): 1624–26. http://dx.doi.org/10.47392/irjaem.2024.0226.
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The paper titled “CRM- A tool to enhance customer satisfaction” is about managing a company’s relation with their customers. It focuses on customer purchasing patterns and evaluates customer loyalty and Amazon satisfaction. It also boosts sales operations for marketing, customer service, and tech support. By comparing and contrasting the opinions of Amazon's customers, we may create a productive working relationship. Maintaining a strong relationship with clients is essential. This will help Amazon gain a respectable portion of the market. The purpose of the study is to provide a critical viewpoint on CRM, beginning with the definitions of customer relationships and how they correspond. The research utilizes the questionnaire technique to comprehend the customer's viewpoint through customer input and how the CRM is efficiently functioning in Amazon.
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Choi, Youngkeun. "A Study of Customer Acceptance of Artificial Intelligence Technology." International Journal of E-Business Research 19, no. 1 (2023): 1–14. http://dx.doi.org/10.4018/ijebr.323796.
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This research aims to investigate the acceptance of artificial intelligence (AI) technology-enabled services by customers during front-line service meetings. The study collected data from 412 Korean individuals through an online survey and utilized hierarchical regression analysis to test the hypotheses. The results of the study show that the clarity of the roles of both the customer and the AI, the customer's motivation to adopt AI-based technology, and the customer's ability to use AI devices increase the likelihood of acceptance of AI devices. However, concerns related to privacy weaken the relationship between role clarity and customer acceptance, while trust in AI technology strengthens the relationship between ability and customer acceptance.
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Budi Bramasta, Admiral. "Analisis Strategi Online Consumer Relationship Management Pada Produk Pisau Cukur Banner." Jurnal Media dan Komunikasi 1, no. 1 (2020): 55. http://dx.doi.org/10.20473/medkom.v1i1.22927.
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This research uses a qualitative research approach with descriptive type and uses in-depth interviews as primary data in research data collection. This research is important because along with the digital transformation that is developing, marketing is now experiencing a development from transactional to marketing on a relationship basis. The use of various marketing tools to manage customer relationships such as Instagram and Whatsapp can also help to maintain customer relationships because this complete the customer's culture. The result of this research is an online CRM strategy built by Banner using artificial intelligence/chatbot to be able to manage relationships with customers. PT. AWP as the manager of the Banner product uses an online CRM program called Siska to be able to manage relations with customers
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Windjaya, Putri Angelina, and Bakti Siregar. "Analisis Segmentasi Pelanggan Toko Online Marketplace Berdasarkan Recency, Frequency, Monetary, Time, Satisfaction (Rfmts) Menggunakan Algoritma K-Medoids Clustering." Mutiara: Multidiciplinary Scientifict Journal 2, no. 2 (2024): 888–906. http://dx.doi.org/10.57185/mutiara.v2i2.144.
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The marketplace is an e-commerce website that applies traditional market concepts and implements them online. Due to the rapid development of the times, a business will seek various ways to maintain its business so that it continues to grow and generate a high income. One way is to build and maintain long-term relationships with customers. Therefore, it is necessary to implement a marketing strategy based on customer relationship management, all of which aims to increase turnover and profit while retaining customers. From these problems, this study applies customer segmentation to detect diversity among customers, so those segments represent potential customers to improve marketing strategies. This segmentation needs to consider the value of the customer's recency, frequency, monetary, time, and satisfaction (RFMTS) variables. Recency is the customer's length of time since the last payment. Frequency is how often customers make transactions. Monetary is the number of transactions made by the customer. Time is the time interval between two consecutive purchases by a customer. Satisfaction is the level of customer satisfaction based on the total rating and number of reviews. This study uses the K-Medoids Clustering algorithm to perform segmentation according to customer characteristics. This study uses primary data from a database of one of the online marketplace stores in Indonesia.
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Medberg, Gustav, and Kristina Heinonen. "Invisible value formation: a netnography in retail banking." International Journal of Bank Marketing 32, no. 6 (2014): 590–607. http://dx.doi.org/10.1108/ijbm-03-2014-0041.
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Purpose – The purpose of this paper is to explore value formation in the customer-bank relationship outside the line of visibility of service encounters. The customer's own context has been overlooked by the bank marketing literature as it is traditionally focused on value created by the service process and outcome. Design/methodology/approach – Positioned within the customer dominant logic, a netnography was conducted to explore how bank relationships are realised in customers’ own contexts and experiences. A total of 579 postings from discussions of retail banking in 18 online communities were collected and analysed. Findings – The study uncovered four factors of invisible bank service value experienced by customers: shared moral value, responsibility value, relationship value, and heritage value. Research limitations/implications – The study conceptualises bank service value as realised in the customers’ own contexts and thus highlights previously hidden sources of value in banking. The findings can be used for further conceptualisations of the customer dominant value formation of bank services. Practical implications – The netnographic method illustrates how naturalistic data about customers’ retail bank experiences can be retrieved unobtrusively. The findings help bank management to understand what comprises customer value beyond the service encounter. Originality/value – The paper contributes to the research in service marketing and bank marketing in three ways: first, a methodological contribution is the introduction of a netnographic approach to bank service value research. Second, a theoretical contribution is the uncovering of invisible value formation in the customer-bank relationship. Third, the paper uses the customer dominant logic in a banking context, thus providing insights into how banks are involved in the customer's own life.
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Oktophilus, Mikhael. "Customer Relationship Management, Sebuah Bentuk Komunikasi Perusahaan untuk Menjaga Kelestarian Pelanggan." Applied Business and Administration Journal 1, no. 2 (2022): 45–55. https://doi.org/10.62201/j2bj0v95.
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The complexity of customer needs or desires makes companies increasingly motivated to provide the best products/services by adjusting the characteristics of the customers themselves. The pattern of service to customers has shifted, which initially considered the customer as a buyer in a transactional relationship, now it has shifted slightly to a more positive one, namely that the customer is a long-term asset for the company's sustainability. With the implementation of Customer Relationship Management, companies have full awareness to build relationships with them, in order to streamline and streamline the company's funds, energy, and time. Customer information is obtained from the data they provide to the company, ranging from general to private. The rest of the use of Customer Relationship Management still boils down to the company's ability to translate customer persona information, and make decisions on that information. Feedback given by customers on what they feel is very valuable to the company, and with an awareness of renewal, it is appropriate for the company to respond to complaints or feedback given from the customer's point of view.
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Mohammadhossein, Nastaran, Mohammad Nazir Ahmad, Nor Hidayati Zakaria, and Shidrokh Goudarzi. "A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction." International Journal of Enterprise Information Systems 10, no. 1 (2014): 11–31. http://dx.doi.org/10.4018/ijeis.2014010102.
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The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction in marketing companies. Personalized service, responsiveness to customer's needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving customer knowledge are the benefits that we proposed would affect customer satisfaction in order to significantly improve marketing performance. Additionally, the results reveal that all the benefits found, with the exception of time-saving, enhanced customer satisfaction. This paper contributes to the existing literature by incorporating the benefits of CRM for customers and the relationships of these benefits with their satisfaction in the proposed model.
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Sentosa, Roby, Laura Lahindah, and Linda Gandajaya. "ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN QUALITY FUNCTION DEPLOYMENT PADA MODERN LAUNDRY CIREBON." Bina Ekonomi 25, no. 1 (2021): 76–94. http://dx.doi.org/10.26593/be.v25i1.5219.76-94.
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Service Quality has a close relationship with customer satisfaction. Service quality provides an encouragement to customers to establish strong ties with the company. Customer satisfaction is created if customer’s needs or expectation can be met through the quality of services provided. The good or bad quality of the service depends on the ability of the service providers to consistently meet customer’s needs or expectation. The research was conducted on a business unit that offered services in the case of per-kilogram clothes washing, namely Modern Laundry. As a business unit that has a mature age, Modern Laundry must be able to know and make services that are needed and demanded by its customers. To be able to do it, a method is needed in this study. The method used in this study is QFD (Quality Function Deployment). The QFD method provides technical requirements by meeting the customer's voice with the company's voice. With the use of this method, companies are able to find out what is the customer's needs and demand, what services must be maintained, improved and eliminated. This study tested the validity and reliability so that the data used in this study were valid and reliable. The results of this study are there are several characteristics of customer needs and desires that must be prioritized by Moden Laundry. Not only these characteristics in this study the technical characteristics that need to be prioritized also by Modern Laundry.
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Gilbert, David, and YingFei Gao. "A Failure of UK Travel Agencies to Strengthen Zones of Tolerance." Tourism and Hospitality Research 5, no. 4 (2005): 306–21. http://dx.doi.org/10.1057/palgrave.thr.6040030.
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Companies in all industries face problems pertaining to the issue of retaining customers and securing satisfaction through service quality management. The repeat purchasing behaviour at an individual level is affected by the level of a customer's ‘zone of tolerance’; a term not always fully understood. The purpose of this study is to examine the relationships that customer tolerance has with customer experience, brand trust and customer emotions for travel agency businesses. Customers who have had recent experience with the travel agencies were sampled from two UK travel agencies situated in London and Guildford. One hundred and twenty customers were surveyed face to face through means of a questionnaire. The results utilising Spearman Ranked Order correlation showed that there is a relationship between customer tolerance and customer experience. However, it was found there is no relationship between customer tolerance and customer emotion. In addition, the tests revealed that there is no relationship between customer tolerance and brand trust. The conclusion is that travel agencies are failing to keep in mind the importance of carefully handling customer tolerance and understanding the level of customer tolerance and its influence.
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Yadav, Brijesh Kumar, and Abhijeet Singh. "Analyzing the Influence of Customer Relationship Management on Firm Performance." International Journal of Customer Relationship Marketing and Management 5, no. 3 (2014): 69–97. http://dx.doi.org/10.4018/ijcrmm.2014070105.
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Today, companies have come to realize that customers are the foundation of a business and effective relationship management is indispensible for the success of an organisation. Hence, one of the most important objectives of a company is to satisfy its customers as they are the backbone and keep a business running. Moreover, it is being witnessed that customer's needs and buying behaviour have changed considerably. In order to meet ever changing demands, organisations need to adopt customer oriented marketing strategies to gain competitive advantage. Since customers nowadays are becoming more price sensitive and shift loyalty frequently in terms of selecting products and services of any company, it has become very difficult to retain them. As a result, emphasis on long term relationships with customers has gained momentum in businesses. The goal of the present study is to expand the study of customer relationship management (CRM) by investigating the association of dimensions of CRM and organizational performance. The study extends customer relationship management to the hotel industry context. It explores a set of CRM dimensions or constructs that are important for implementing CRM in hotel industry in Indian perspective.
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Lawan, Garba. "IMPACT OF WEBSITE DESIGN, CUSTOMER SUPPORT AND CUSTOMER TECHNOLOGY ADOPTION ON CUSTOMERS LOYALTY IN THE NIGERIAN BANKING INDUSTRY." JOURNAL OF UNIVERSAL SCIENCE RESEARCH 1, no. 11 (2023): 600–613. https://doi.org/10.5281/zenodo.10223116.
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The study examined impact of website design, customer support and customer technology adoption on customer's loyalty in the Nigerian banking industry. Its aim was to assess the level of relationship between website design, customer support and customer technology adoption and customer loyalty in the Nigerian banking industry. In line with the objective of the study, three null hypotheses were formulated to guide the research. The theoretical foundation of the study was based on Rogers innovation diffusion theory and technology acceptance model (TAM) theories. The study adopted cross-sectional survey research design. The population size was drawn from the customers of eight (8) banks with international authorization in Bauchi State, Nigeria. A sample size of 384 customers was obtained using Krejcie and Morgan (1970) formula. A convenience sampling technique was further utilized in picking the respondents. A questionnaire of five point likert scale was used in data collection. Data were analyzed using descriptive and inferential statistics via Statistical Package for Social Science (SPSS) version 23.0, while multiple regression coefficients were employed in testing the hypotheses formulated for the study. All the null hypotheses were rejected. The research therefore revealed that; a significant relationship exist between interactivity and on customer's loyalty in the Nigerian banking industry, a significant relationship exist between customer support and customer loyalty in the Nigerian banking industry, as well that there is a significant relationship exist between customer technology adoption and customer loyalty in the Nigerian banking industry. It was concluded that, website design, customer support and customer technology adoption have help to improved customer loyalty in the Nigerian banking industry. It was therefore recommended amongst others that, banking industry should develop their websites by making it more interactive, online banking should be made easier for customers to make use of, and that more awareness should be given to customers on the need for e-banking.
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Dr., M. Bala Koteswari, and Gowda P. S. Mr. "CUSTOMER RELATIONSHIP MANAGEMENT AT SHANTALA SPHERO CASTING PRIVATE LIMITED." International Journal of Marketing & Financial Management Volume 5, Issue 7, Jul-2017 (2017): pp 65–72. https://doi.org/10.5281/zenodo.857528.
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Customer Relationship Management or CRM is a strategy and processes used to learn more about customer’s needs and behaviors in order to develop stronger relationship with them. Today marketers consider retaining of customers as much more challenging job than acquiring customers in context of growing competitive forces. Customer Relationship Management helps organizations manage and coordinate their businesses efficiently, as well as provide excellent customer service. Present study on Customer Relaionship Management is done at “Shanthala Spherocasting Private Limited” leading exporter, manufacturer and supplier and grey iron, ductile iron and alloy cast and iron casting. The main objective of the study to try and understand the approaches of the company in maintaining the Customer Relationship Mamagement. An attempt has been made to study the customer relationship of the company and the opinions of the customers were collected and tried to analyse and draw conclusions leading to giving suggestions to the company.
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Xu, Xing'an, Lilei Wang, and Luqi Wang. "Social facilitation or social loafing – threshold effect of group size on customer's complaint intention." Journal of Contemporary Marketing Science 3, no. 2 (2020): 243–63. http://dx.doi.org/10.1108/jcmars-12-2019-0049.
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PurposeThe purpose of this paper is to examine the threshold effect of group size on customer's complaining intention under group service failures.Design/methodology/approachBased on two main laboratory experiments, through two 10×2 scenario simulation experiments, the authors examine the role of group size in customer's complaining intention.FindingsResults show that: (1) the relationship between group size and customer's complaining intention follows an inverted “U” type trend; (2) evaluation apprehension mediates the relationship between group size and customer's complaining intention; (3) relational distance can change threshold values and (4) relational distance moderates the relationship between group size and customer's complaining intention.Practical implicationsManagers should judge the threshold of group size through experience so as to have a preliminary understanding of customer evaluation concerns and complaint intention. In the face of service failure groups smaller than the threshold range, managers should divided the group into several small groups. For service failure groups larger than the threshold range, the opinion leaders in the group should be given more attention, so as to control the whole group.Social implicationsThis paper is helpful to deeply understand the key role of group size in the process of customer complaints, and also provides decision-making basis for service enterprises to deal with group customer complaints.Originality/valueThere has been little research about the threshold effect of group size on customer's complaining intention. The previous studies on customer's complaining intention focus on its influences on group size, and draw a single common conclusion that the customer's intention to complain will increase with the growing number of groups increases. However, few studies are explored on the threshold of group size. Therefore, this paper will focus on the threshold effect of group size on customer's complaining intention to fill the gap.
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Rahman, Muhammad Sabbir, Md Afnan Hossain, Mahmud Habib Zaman, and Mahafuz Mannan. "E-Service Quality and Trust on Customer's Patronage Intention." Journal of Global Information Management 28, no. 1 (2020): 39–55. http://dx.doi.org/10.4018/jgim.2020010103.
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The extensive development of electronic gadgets along with technology-oriented communication tools has created a significant impact on the realm of online retail banking transactions. In Bangladesh, online retail banking can strengthen the financial frameworks by establishing associations between both financial institutions and customers. The evaluation of e-service quality, trust, and customer's adoption of advanced technology are still unexplored within the retail banking context. Thus, this research paper fills a specific research gap via empirically testing the role of trust in between the relationship of e-service quality and customers' patronage intentions in the context of online retail banking. Moreover, the research also examines the moderation role of adoption of advanced technology in between the relationship among trust and customers' patronage intentions. Structural equation modelling (SEM) was applied to analyze the proposed hypotheses. The results confirmed that customer's trust plays a significant role in mediating the relationship between e-service quality and customers' patronage intentions. Adoption of advanced technology has also proved as significant moderator in explaining trust and customer's patronage intention in online retail banking setting.
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Sadeghlo, Reza, and Ali Sorayai. "The effect of relational benefits on customer perceived value among customers Sabah Dairy Company in Golestan Province." Journal of Management and Accounting Studies 4, no. 03 (2019): 33–36. http://dx.doi.org/10.24200/jmas.vol4iss03pp33-36.
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The aim of this study was to evaluate the effect of relational benefits on customer perceived value among customers Sabah Dairy Company in Golestan province. Methodology: The research method is descriptive correlation is considered. The target population included all dairy customers Sabah in Golestan province of 100,000 people. The sample proportional to the number of people using Morgan table is 384. And random sampling method was simple. Library and field research data was gathered using a standardized questionnaire was used tools. The reliability of the questionnaire using Cronbach and validity were confirmed by content. The structural equation modeling to analyze the data using LISREL software was used. Results: The results showed that the relationship between the benefits to the customer's perceived value among customers Sabah Dairy Company in Golestan province, there is a significant relationshipr. Conclusion: So it can be concluded that the benefits of customer relationship on perceived value and significant positive effect. The first hypothesis is confirmed.
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Prasad, K. Sai, and Sita Mishra. "The Relationship Between Customer Demographics and Brand Loyalty in the Indian Telecom Sector." International Journal of Customer Relationship Marketing and Management 5, no. 4 (2014): 38–57. http://dx.doi.org/10.4018/ijcrmm.2014100103.
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Customer loyalty is vital in any relationship marketing effort. With little or no product and service differentiation in the telecom sector, retaining the loyalty of customers is a big challenge. Service providers are investing substantial amounts in a variety of CRM strategies. While on one hand customer loyalty is a function of good products and services, resulting in increased levels of satisfaction, on the other hand customers' social and demographic profile plays a key role in determining a customer's loyalty to his service provider. Four types of loyalty measures were categorized and relationships with the demographic variables studied. This paper explores whether customer loyalty and demographic factors are linked in the telecom sector and to what extent. The findings and interpretation are similar to what other researchers have arrived at in the past, in that there is no significant relationship between demographic factors and loyalty. This study will have a huge impact on CRM investments in the telecom sector and will make service providers rethink their customer loyalty strategies.
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Haque, Umama Nasrin, and Rabin Mazumder. "A Study on the Relationship Between Customer Loyalty and Customer Trust in Online Shopping." International Journal of Online Marketing 10, no. 2 (2020): 1–16. http://dx.doi.org/10.4018/ijom.2020040101.
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Recently, the online market environment is quite competitive, and the organizations have to make sure to focus on continuously meeting the current and potential needs of the customers. Customer loyalty is primarily achieved by satisfying customer's expectations. In online shopping, since the products are intangible, it is important to build trust among the customers. Organizations need to thoroughly understand the consumer behavior and consumer needs in order to create and implement effective customer retention strategies. This study attempts to study the relationship between customer loyalty and customer trust in online shopping since trust is the glue that holds the customer relationship together in the current competitive market. Data is collected through the structured questionnaire. The results of this study legitimate the idea that trust of the customer acts as a mediating factor which enhances the loyalty of the customer in regard to the further purchase and consumption of the particular product or service in the online environment.
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Chang, Young-Ho. "Effects of Technology-Based Self Service(TBSS) Convenience on Corporate Trust and Customer's Long-term Orientation." Journal of Tourism and Sports Research 1, no. 1 (2022): 13–21. http://dx.doi.org/10.56336/kirf.2022.1.1.13.
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Purpose: This study purposes how technology-based self service(TBSS) convenience affect corporate trust, and customer's long-term orientation in the relationship of customers.
 Method: Based on the collected data, the effects of relationship effect on customer's long-term orientation have been empirically analyzed between the effect of the technology-based self service(TBSS) convenience and corporate trust by conducting a frequency analysis, a factor analysis and a reliability analysis using the SPSS program.
 Results: First, as a result of verifying the effect of technology-based self service(TBSS) convenience on corporate trust it was found that transaction convenience and post-benefit convenience has a positive influence on corporate trust. Second, as a result of verifying the effect of corporate trust on customer's long-term orientation, it was confirmed that corporate trust on has a positive influence on customer's long-term orientation. Third, in terms of the mediating role of corporate trust between technology-based self service(TBSS) convenience and customer's long-term orientation, it revealed indirect effect in the relationship.
 Conclusion: Consequently, It carried out examination about the effect on customer's long-term orientation caused by technology-based self service(TBSS) convenience are effective management system to enhance corporate trust.
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Kassim, Normalini Md, and Sulaiman Haruna. "Assessing Trust and Intention to Continue Using Internet Banking Through Security Dimension Impact." International Journal of Enterprise Information Systems 16, no. 2 (2020): 134–47. http://dx.doi.org/10.4018/ijeis.2020040108.
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Internet banking is gaining popularity in Malaysia due to its convenience which is achieved by unique business interactions between banking institutions and customers via websites and mobile applications. Based on the past studies, this article developed a research framework to gauge the impact of security dimensions on customer's trust towards intention to continue using Internet banking. By testing the framework using a sample of 163 internet banking users, this study offers significant insights into the potential confidentiality dimensions has significant influence on customer's trust towards intention to continue using Internet banking. The findings revealed that although there was an insignificant relationship between authentication, data integrity and non-repudiation dimension towards customer trust might be the user think that confidentiality was most important factor that contribute to customer's trust level. Consequently, this study presents and supports the important role of trust as a considerable determinant of intention to continue using Internet banking.
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Sulehri, Numair Ahmed, Aziz Ur Rehman Rana, and Muhammad Naeem. "Adequate Access to Retail Stores for Purchase Behaviour through Sustainable Attractiveness and Purchase Intention." Global Management Sciences Review VI, no. I (2021): 112–29. http://dx.doi.org/10.31703/gmsr.2021(vi-i).11.
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With the world's increased urbanization, the exchange process's view is fetching more efficiency in the shopping process. This trend is changing customer's intentions towards the retail stores. This article examines how the perception of access reshapes the customer's purchase decision in developing countries and how the retail stores' sustainable attractiveness intervenes in the purchase decision making. The point of sale convenience sampling technique is used with data from 669 urban retail customers' in the current study. The results have revealed that purchase intention and sustainable attractiveness of the retail store sequentially intervene relationship between the customer's access to the retail store and the purchase behaviour. Moreover, this study has also explored the vital link between purchase intention and purchase behaviour in Pakistan's urban organized retail stores. This study provides new insights for retailers and urban planners to manage the store's location for more efficient exchange and increase customer patronage.
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Prasad, K. Sai, and Sita Mishra. "A Study to Explore Relationships Between Customer Demographics and Brand Loyalty in The Indian Telecom Sector." International Journal of Customer Relationship Marketing and Management 5, no. 3 (2014): 1–13. http://dx.doi.org/10.4018/ijcrmm.2014070101.
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Customer loyalty is vital in any relationship marketing effort. With little or no product and service differentiation in the telecom sector, retaining the loyalty of customers is a big challenge. Service providers are investing substantial amounts in a variety of CRM strategies. While on one hand customer loyalty is a function of good products and services, resulting in increased levels of satisfaction, on the other hand customers' social and demographic profile plays a key role in determining a customer's loyalty to his service provider. Four types of loyalty measures were categorized and relationships with the demographic variables studied. This paper explores whether customer loyalty and demographic factors are linked in the telecom sector and to what extent. The findings and interpretation are similar to what other researchers have arrived at in the past, in that there is no significant relationship between demographic factors and loyalty. This study will have a huge impact on CRM investments in the telecom sector and will make service providers rethink their customer loyalty strategies.
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Lohonauman, Hans. "IPTEKS PERHITUNGAN COSTUMER LIFETIME VALUE." Jurnal Ipteks Akuntansi Bagi Masyarakat 4, no. 1 (2020): 19. http://dx.doi.org/10.32400/jiam.4.1.2020.29236.
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Everyone has a goal to make high profitsin business,. Therefore, every entrepreneur requires value that need to be maintained. This value gives a good attitude to the customers to build a long-term relationship. One of the factors that determine the success of a business is the customers. Customer lifetime value should be noticed by the entrepreneur since it becomes a ways to measure customer's profitability, to analyze marketing, and it is also can be used to create a mindset in running a business. Customer Lifetime Value (CLV) also can create the customer loyalty which can impact for profitability.
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Sciarelli, Mauro, Abdelhakim A. Nagm, Mona I. Dakrory, Mario Tani, and Mohamed A. Khashan. "Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty." International Journal of Business and Management 12, no. 10 (2017): 24. http://dx.doi.org/10.5539/ijbm.v12n10p24.
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This current study purposes to identify the relationships between service recovery strategies, service recovery satisfaction, and both dimensions of customer loyalty in regard to Internet providers using the partial least squares (PLS-SEM) approach on a sample of 430 internet customers in Egypt.This study contributes insights into how seven service recovery strategies affected customer loyalty with its both attitudinal and behavioral dimensions directly and indirectly via service recovery satisfaction. These insights are helpful for service managers faced with service failure and academicians interested in how service providers respond to service failures and customer dissatisfaction in the B2C context.The results of this study show that some SR strategies positively influence both service recovery satisfaction and customer loyalty toward internet providers. Furthermore, service recovery satisfaction positively influencing the customer loyalty. In addition, SRS plays a mediating role in the relationship between SR strategies and customer loyalty. The results highlight that internet service providers should implement SR strategies quickly and with an empathetic manner to satisfy customers and to encourage customer's loyalty. Finally, some implications and further research directions were presented.
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Septyarini, Dewi Nur, Gusti Noorlitaria Achmad, and Adjie Sofyan. "THE EFFECT OF SENSORY STIMULI ON INCREASING CUSTOMER SATISFACTION AND CUSTOMER ADVOCACY BANKALTIMTARA USING THE Stimulus ORGANISM RESPONSE (SOR) MODEL." International Journal of Economics, Business and Accounting Research (IJEBAR) 6, no. 2 (2022): 752. http://dx.doi.org/10.29040/ijebar.v6i2.5032.
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Abstract: The purpose of this study is to prove that the Bankaltimtara website stimuli have an effect on the affective state of its customers, to prove that the Bankaltimtara's servicescape stimuli have an effect on the customer's affective state, to prove that the customer's affective state has an effect on increasing bankaltimtara's customer satisfaction. , to prove the affective state of customers mediating the influence of website stimuli on increasing customer satisfaction bankaltimtara, to prove the affective state of customers mediating the influence of website stimuli on increasing customer advocacy behavior bankaltimtara, to prove the affective state of customers mediating the effect of servicescape stimuli on increasing customer satisfaction bankaltimtara, to prove the situation customer affective mediates the effect of servicescape stimuli on increasing customer advocacy behavior ur bankaltimtara. This type of research uses survey research with a causative approach which aims to explain the causal relationship between two or more observed variables through hypothesis testing so that conclusions can be drawn. the population in this study were customers of conventional bankaltimtara savings. with Partial Least Square (PLS) program in data processing. the results of this study indicate that website stimuli have a positive and significant direct effect on the affective state of bankaltimtara customers, servicescape stimuli have a direct positive and significant effect on the affective state of bankaltimtara customers, affective state has a direct positive and significant effect on customer satisfaction bankaltimtara.
 Keywords: Effect Of Sensory Stimuli, Increasing Customer Satisfaction, Customer Advocacy, Stimulus Organism Response (SOR) Model, Bankaltimtara
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Shiliha, Emila. "PENGARUH PANDANGAN ISLAM, PELAYANAN DAN KEAMANAN TERHADAP MINAT NASABAH UNTUK MENABUNG DI BANK SYARIAH ISLAM (BSI) CABANG LAHAT." MOTIVASI 7, no. 1 (2022): 15. http://dx.doi.org/10.32502/mti.v7i1.4497.
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This study aims to determine the factors that influence customers' interest in saving Bank Syariah Indonesia Branch Lahat. The independent variables used are Security, Islamic views and Services and the dependent variable used is Customer Intention in deciding to save in Bank Syariah Indonesia (BSI). This study uses primary data by distributing questionnaires to customers of Bank Syariah Indonesia (BSI). The analysis technique used in this study was a descriptive approach analyst by using Structural Equation Modeling (SEM). The results showed a positive relationship between Security, Islamic view, and Service to the customer's interest in saving. But the Islamic view variables have the positive and significant relationship.
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Ramadhanti, Alya Rysda, Rafa Syafiq Bastikarana, Andry Alamsyah, and Sri Widiyanesti. "Determining Customer Relationship Management Strategy With Customer Personality Analysis Using Ontology Model Approach." Jurnal Manajemen Indonesia 20, no. 2 (2020): 83. http://dx.doi.org/10.25124/jmi.v20i2.3196.
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Indonesia is a market with attractive e-commerce growth in the past four years. The tight competition made the company try to find ways to maintain customer loyalty, including making improvements to the Customer Relationship Management (CRM) strategy. The way to establish a good CRM strategy is driven by a good approach from the company to customers. Through the process of understanding customer personality, major companies able to understand their customer behaviour, therefore, companies driven by their marketers can perform product marketing activities that are tailored to the tendency of the customer's personality. This research was conducted to determine the personality of the customer by utilizing data obtained from online reviews of several products using the ontology model approach. Personality is measured based on words and phrases given by customers through their online reviews with the help of the Big Five Personality theory in the classification process. The results of this study indicate that the measurement of personality using an ontology model reconstructed with the n-gram algorithm shows that customers on several products have different personalities. These personalities can be used as a foundation in determining and establishing CRM strategies in order to gain higher customer engagement.
 Keywords—Customer Relationship Management; Online Review; Ontology Model; Personality Measurement
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Gu, Jingshan, and Hadge A. Encio. "Analysis on the Influence of Online Consumers' Trust and Perceived Value on Purchase Intention of Sports Products." Frontiers in Business, Economics and Management 9, no. 1 (2023): 358–60. http://dx.doi.org/10.54097/fbem.v9i1.8782.
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The purpose of this study is to explore the influence of customer trust and perceived value of online consumers of sports products on their purchase intention. Customer trust is the basis of establishing a long-term and stable relationship between customers and enterprises, while perceived value is the customer's perception of the actual benefits of products or services. The promotion of customer trust and perceived value can effectively promote the enhancement of purchase intention. Therefore, enterprises should pay attention to improving customers' trust and perceived value, so as to improve consumers' willingness to buy sports products, thus improving their market competitiveness and promoting their development.
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Slack, Neale J., and Gurmeet Singh. "The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction." TQM Journal 32, no. 3 (2020): 543–58. http://dx.doi.org/10.1108/tqm-07-2019-0187.
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PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing customer's perceptions of service quality, leading to lower customer loyalty.Practical implicationsThis study provides an indication as to where supermarkets should target their marketing attention and scarce corporate resources and may help in their efforts to service, satisfy, retain and attract more long-term loyal customers in the increasingly competitive supermarket sector. This research could inform government policy makers in sequencing the supermarket sector transformation and assist local supermarkets to adapt to this changing retail landscape.Originality/valueThis study advances our understanding of the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.
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Thammaboosadee, Sotarat, Benjathip Chinomi, and Ehab Mohamed. "A Two-Stage Customer Journey Analytical Model in Single House Business." ECTI Transactions on Computer and Information Technology (ECTI-CIT) 14, no. 2 (2020): 202–12. http://dx.doi.org/10.37936/ecti-cit.2020142.240239.
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The single housing industry is currently experiencing a continuous expansion in demand for housing. Addressing the needs of different customer groups is the key to increasing the rate of sales conversion. The objective of this research is to propose a two-stage single house customer journey analytical model that consists of two stages. The first stage concerns the customer journey between registration and reservation process and the second one identifies the customer loyalty from reservation to transfer stage. The four classification data mining techniques have experimented. The experiments include the accuracy and F-Measure in comparison and also perform the statistical testing. The Artificial Neural Network was the most accurate model for both stages. This model analyzes the probability of the customer progressing through the stages to the conclusion of purchase by learning the customer’s characteristics and the factors involved in the customer's decision. The model displays the reservation and transfer result for customers who have achieved the respective reservation and transference steps according to their registration profile. Experiments showed that the proposed two-stage models could predict customer loyalty, thereby enhancing relationship management between customers and organizations. It also confers a competitive advantage within the industry.
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Moliner, Miguel A., Javier Sánchez, Rosa M. Rodríguez, and Luís Callarisa. "Relationship Quality with a Travel Agency: The Influence of the Postpurchase Perceived Value of a Tourism Package." Tourism and Hospitality Research 7, no. 3-4 (2007): 194–211. http://dx.doi.org/10.1057/palgrave.thr.6050052.
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Relationship quality is an emerging concept that attempts to measure the lifetime value of a customer. The indicators that determine the construct are satisfaction with the relationship, the customer's trust and the customer's level of commitment. This paper considers how the post-purchase perceived value of a tourism package influences the relationship quality with a travel agency. Gummesson posits the existence of a causal link between perceived value and relationship quality. The results show that the tourist's satisfaction is the key variable in the relationship quality. Affect plays a fundamental direct role in long-term valuation, while cognition is more influential in the short term.
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Hilda Zannuba, Silvanda, and Dian Prawitasari. "PENGARUH GAYA HIDUP DAN KUALITAS PELAYANAN MELALUI KEPUASAN KONSUMEN TERHADAP MINAT BELI ULANG." Jurnal Fokus Manajemen Bisnis 12, no. 2 (2022): 176–93. http://dx.doi.org/10.12928/fokus.v12i2.6640.
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The purpose of this study is to analyze the mediating role of customer satisfaction in the relationship between a customer's lifestyle and service quality to repurchase intention. The population in this study were the customers of Hijablogue Boutique in Brebes Regency with a number of samples of 100 customers. The sampling technique used in this study is purposive sampling. The collected data were analyzed with Multiple Linear Regression Analysis. The results of the study indicate that lifestyle and service quality has a positive influence on customer satisfaction. Lifestyle, service quality and customer satisfaction have a positive influence on repurchase intention. Lastly, customer satisfaction could mediate the influence of lifestyle and service quality on repurchase intention.
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Suriansha, Reza, Ngadino Surip Diposumarto, and Hari Muharam. "The Effect of Service Quality on Customer Retention and Customer Experience as Mediating Variable." West Science Business and Management 2, no. 02 (2024): 519–24. http://dx.doi.org/10.58812/wsbm.v2i02.948.
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The customer's role is crucial in business, including modern retail. Therefore, this research aims to discover ways to enhance customer retention in modern retail by exploring the impact of relationship quality and customer experience at Ramayana department stores. The study focuses on customers from Ramayana department stores in the DKI Jakarta region. Using proportional random sampling, a sample of 400 customers was selected. Path analysis with JASP software was used for data analysis. The research findings are: 1) Service quality has a significant and positive impact on Customer Experience at Ramayana Department Store. 2).Customer Experience significantly and positively influences Customer Retention at Ramayana Department Store. 3). Service quality positively impacts Customer Retention through Customer Experience as a full mediator at Ramayana Department Store.
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بوبكر, ياسين, and يمينة قرفي. "An Attempt of Projecting the Five Forces Model of Sector Profitability on Relationship Marketing and Customer Loyalty." Finance and Business Economies Review 5, no. 3 (2021): 292–311. http://dx.doi.org/10.58205/fber.v5i3.1111.
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We can consider the loyalty of customer as a "delayed profit", and as a closer view on the influential factors on the decisions of the customer's loyalty, we will find that it's much closer to the influential factors of the profit of sector those were suggested by Michael porter in his famous model "five forces". Based on previous, it becomes possible to project the five forces model on the relationship marketing and the loyalty of customers since both are profit (somehow) and both could be influenced by almost same factors.
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Manikandan, K., Niveditha V. R., Sudha K., Magesh S., and Radha Rammohan S. "Design and Development of Customer Relationship Management Recommendations by Clustering and Profiling of Customers Using RFM." International Journal of e-Collaboration 17, no. 4 (2021): 109–21. http://dx.doi.org/10.4018/ijec.2021100108.
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RFM (recency, frequency, monetary) examination is a method to perceive high-response customers in promoting progressions and to improve general response rates, which is remarkable and is comprehensively associated today. Less extensively understood is the estimation of applying RFM scoring to a customer database and evaluating customer advantage. A customer who has passed by an e-keeping cash site recently (R) and frequently (F) and influenced a huge amount of monetary to esteem (M) through portion and standing solicitations is presumably going to visit and make portions yet again. After appraisal of the customer's lead using specific RFM criteria, the RFM score is related to the bank excitement, with a high RFM score being more important to the bank by and by and later on.
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Megantara, Rama Aria, Farrikh Alzami, Ahmad Akrom, et al. "RFM Analysis for Customer Lifetime Value with PARETO/NBD Model in Online Retail Dataset." Moneter: Jurnal Keuangan dan Perbankan 11, no. 2 (2023): 284–90. http://dx.doi.org/10.32832/moneter.v11i2.409.
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In recent years, there has been a growing interest in analyzing Customer Lifetime Value (CLV) due to its ability to provide valuable insights into customer profitability and worth. CLV analysis predicts the net profit attributed to the entire future relationship with a customer. This analysis involves calculating the present value of a customer's expected future spending with the company, facilitating an understanding of the economic value of long-term customer relationships. CLV analysis empowers businesses to identify their most profitable customers and develop strategies for retaining them, ultimately maximizing long-term profitability.
 CLV analysis relies on various models and techniques, including the RFM analysis categorizes customers based on recency, frequency, and monetary value, helping to segment customers and predict future behavior. Then, The Pareto/NBD model combines probability distributions to estimate CLV and is commonly used for customer base analysis.
 This research article explores the application of RFM analysis for estimating customer lifetime value using the Pareto/NBD model in an online retail dataset. This metric is crucial for businesses as it assists in identifying valuable customers and formulating retention strategies to maximize long-term profitability.
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Sukmawan, Rio, and Zulganef Zulganef. "The Influence Of Insurance Service Reputation, Customer Relationship Management, And Price Attractiveness On Insurance Service Customer Customer Experience: A Literature Review." International Journal of Business, Economics, and Social Development 4, no. 1 (2023): 32–37. http://dx.doi.org/10.46336/ijbesd.v4i1.366.
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In the service industry, a positive company reputation will influence customers' decisions to choose that business for their insurance needs. This reputation is systematically built by upholding the importance of responsibility and engaging in open dialogue with clients to foster a sense of client loyalty to insurance services. Customer loyalty is significantly influenced by customer relationship management. The most crucial thing for management to do is to uphold trust and service standards so that clients are satisfied with the products and services the business offers. Price is not only significant to customer service but also a key indicator of service quality. Client experience can influence a customer's trust in a company. The purpose of this literature review is to provide an overview of previous research on the impact of insurance service reputation, customer relationship management, and price attractiveness on insurance service customers' experiences. The method used is a literature review, which is a study that collects, comprehends, analyzes, and then concludes national and international journals. The findings of this literature review show that there is a relationship between customer loyalty and customer experience and the reputation of insurance services. Additionally, there is a relationship between customer relationship management and price attractiveness on customer loyalty and customer experience.
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Machado, Diogo, and Rui Fernandes. "The Use of Pricing Tools to Leverage the Business Partners’ Profitability." Applied Finance and Accounting 7, no. 1 (2021): 44. http://dx.doi.org/10.11114/afa.v7i1.5176.
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The profitability set per customer of a given organization implies several challenges, from the calculation of the net pricing to the development of a cost allocation system within the company's processes. Thus, the work proposed aims at exploring the potential of a customer evaluation methodology, using pricing techniques as a supporting tool, where the analysis of the customer clusters profitability will be done, in order to identify profitability patterns, according to the characteristics of the relationship between the customer and the company, including the customer's supply chain role, the dimension and the potential of the business under study, the types of business relationships that are established, as well as the relative effects of each cluster own characteristics in the overall business relationship. After developing the methodology, the customer profitability will be analyzed and recommendations will be set, highlighting and quantifying the possible improvements in the contribution, under leveraging techniques by the average and sensitivity analysis simulations. These insights will support the companies in their pricing decisions also as shifting their focus towards attracting and retaining the customers from the more profitable clusters.
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Lemon, Katherine N., Tiffany Barnett White, and Russell S. Winer. "Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision." Journal of Marketing 66, no. 1 (2002): 1–14. http://dx.doi.org/10.1509/jmkg.66.1.1.18447.
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The authors examine the influence of customer future-focused considerations, over and above the effects of satisfaction, on the customer's decision to discontinue a service relationship. The authors find that expected future use and anticipated regret influence this decision. Understanding and managing these future-focused considerations is critical to successful dynamic customer relationship management.
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Im, byung-Ho, and Hyun-Jin Jo. "A study on the effect of service fairness perceived by hotel customers on customer long-term orientation: Mediating effect of customer citizenship behavior." Foodservice Management Society of Korea 25, no. 4 (2022): 239–59. http://dx.doi.org/10.47584/jfm.2022.25.4.239.
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In this study, considering the characteristics of the hotel industry, the relationship between service fairness, customer civic behavior, and customer long-term orientation perceived by hotel customers was investigated. First, it was confirmed that it had a great influence on the service fairness and customer civic behavior of hotel customers. In other words, it was analyzed that customer service fairness had a statistically significant positive (+) effect on forming positive customer civic behavior. Second, it was found to increase customer long-term orientation through customer service fairness. This means that if you provide a service that can satisfy the needs of customers using the hotel, it plays an important role in increasing the customer's continuous use satisfaction. Finally, as a result of examining the mediating effect of customer civic behavior between the service fairness perceived by hotel customers and customer long-term orientation, which is the core of this thesis, it was found to have a partial mediating effect.
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Mr., Basavaraj Sulibhavi &. Dr. SHIVASHANKAR K. "THE IMPACT OF BRAND IMAGE ON CUSTOMER'S LOYALTY TOWARDS PRIVATE LABEL BRANDS: THE MEDIATING EFFECT OF SATISFACTION. HUBLI-DHARWAD CONGLOMERATE CITY OF KARNATAKA." International Journal of Marketing & Financial Management Volume 5, Issue 8, Aug-2017 (2017): pp 43–50. https://doi.org/10.5281/zenodo.888515.
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Brand image is the current view of the customers about the brand. Customer’s loyalty is the state of fear or confusion regarding purchase or consumption of a product at a moment and it is further extended to repeat purchase, ingestion of repurchase and world of mouth. This can also be measured by through satisfaction. The focus of this study is to show the relationship between the brand image, satisfaction and customer’s loyalty towards private label brands in Hubli-Dharwad city. This study consists of 186 valid questionnaires. The Baron and Kenny (1986) four step method of mediation was used to test the model which consists of satisfaction as mediating between the brand image and satisfaction. Liner regression method was used in measuring relationship between the dependent and independent variables. The result show that there exist a relationship between direct brand image and customer loyalty, between Brand image and satisfaction, between satisfaction and customers loyalty and satisfaction mediates the relationship between the brand image and customers loyalty.
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Helly, Hermawan, Haryanto Budhi, and Setyawan Didik. "Antecedents of On Purchase Intention of Foreign Products, Mediating Role of Attitude, and the Moderating Role of Ethnocentrism." International Journal of Economics and Business Issues 1, no. 1 (2022): 14–27. http://dx.doi.org/10.59092/ijebi.vol1.iss1.7.
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The purpose of this study is to examine the influence of perceived prestige, perceived quality, perceived value, brand image, country of origin and attitude to purchase intention foreign product and consumer attitude as mediation variable and also moderated by Customer’s Ethnocentrism variable. Specifically, it explains the variables that to form purchase intention consumer to foreign product "converse" and moderating effect of Customer’s Ethnocentrism variable. Data are gathered through survey by interviewing respondents who are guided by questionnaires. Sample consist of 200 respondents that collected by purposive sampling method. Structural Equation Modeling was used to explain the relationship of variables that are hypothesized. Meanwhile, to analyze moderation effect of the Customer's Ethnocentrism to use sub-group analysis. The test result indicated that there is significant relationship between perceived quality on attitude, perceived value on attitude, brand image on attitude, country of origin on attitude, and attitude on purchase intention. But there was not significant relationship between perceived prestige on attitude. Moreover, Customer's Ethnocentrism moderate the relationship between perceived prestige on attitude, perceived quality on attitudes, brand image on attitude, country of origin on attitudes, and attitudes on purchase intentions. But Customer's Ethnocentrism variabel was not moderate relationship between perceived value on attitude. In this study, shows the implications that can provide insight into the theoretical aspects, practical research aspects, and aspects for further research. And also shows the limitations of this study as an opportunity for future research.
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Ahmed, Hussein Moselhy Syead. "The Impact of Customer Churn Factors (CCF) on Customer's Loyalty." International Journal of Customer Relationship Marketing and Management 10, no. 1 (2019): 48–70. http://dx.doi.org/10.4018/ijcrmm.2019010104.
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This article analyzes the impact of customer churn factors on improving the customer loyalty towards telecommunication service providers in Egypt. To accomplish this, a descriptive method is used. 1500 unique e-mails of customers of telecommunication service providers who have used telecommunication services of these providers were randomly selected. With a 25.6% response rate, the questionnaires were distributed through email and self-administered for data collection. Linear regression analysis was used on the responses. The results showed that there is a statistically significant relationship between customer churn factors and customer loyalty to improve factors and increase loyalty achievement to the telecommunication service providers in Egypt, The implications of the study are that the providers should better manage their relationships with the customers as a competitive policy in the telecommunication service marketplace. It can do that by customer churn management to decrease churn rate and increase customer loyalty.
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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 serving customer complaints. Communication between customer service and customers is one of the important factors that can influence a customer's assessment of BCA. Interpersonal communication is one of the customer service efforts to achieve customer satisfaction. The results of this study indicate that there is a relationship between the two variables which is considered very strong, the conclusion is based on the correlation table used as an indicator of the strength and weakness between the two variables. It can also be concluded that the hypothesis is accepted, namely that there is a significant influence of the communication style of BCA Tbk customer service at the Tidar Surabaya Sub-Branch Office on the level of customer service satisfaction.
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Eriksson, Kent, and Cecilia Hermansson. "Searching for new saving behavior theories." International Journal of Bank Marketing 32, no. 4 (2014): 279–99. http://dx.doi.org/10.1108/ijbm-03-2014-0040.
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Purpose – The purpose of this paper is to develop a model of bank advisor/customer relationships and customer saving behavior. Design/methodology/approach – The research is a theoretical review and model development of savings behavior and bank advisor/customer relationships. The review is used for the development of a model of bank advisor/customer relationships, and their effect on savings behavior. Findings – Findings are a model that distinguishes three kinds of exchange (relational, interimistic, and transaction) in between bank advisor and customer. The three kinds of exchange then influence customer savings behavior. Research limitations/implications – The implications of this research is that it points to that relationship marketing theory can be used in the analysis of how bank advisors influence customer savings behavior. Practical implications – For regulators and financial services firms, these findings point to how the role of bank advisors for consumer savings behavior can be analyzed. This is important, as much policy work presumes that advisors influence customer savings behavior, but the knowledge base for that presumption needs to be better understood. Social implications – The paper contributes toward a better understanding of the social exchange between bank employees and customers as regards savings products. Originality/value – This paper is original because it includes many theoretical research fields, and because it connects the bank advisor and customer relationship with the customer's savings behavior.
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Шадрина, Л. Ю. "Relationship marketing as a basis for building long-term relationships with clients (author's model)." Экономика и предпринимательство, no. 11(124) (December 23, 2020): 743–48. http://dx.doi.org/10.34925/eip.2020.124.11.145.
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В статье рассматриваются особенности организации маркетинга взаимоотношений, изучаются предпосылки, базовые элементы клиентского капитала. Исследуется механизм управления клиентским портфелем компании для увеличения клиентского капитала в контексте маркетинга взаимоотношений. Приводятся характеристики, позволяющие определить клиентскую ценность для организации. Данные исследования, позволили разработать авторскую модель формирования пожизненно ценности клиента, а также определить основные уровни и взаимосвязи ценности для клиента и ценности клиента для организации в контексте маркетинга взаимоотношений. The article discusses the features of the organization of relationship marketing, examines the prerequisites and basic elements of client capital. The article explores the mechanism of managing the company's client portfolio to increase client capital in the context of relationship marketing. The characteristics that allow you to determine the customer value for the organization are given. These studies have allowed us to develop the author's model for the formation of a customer's lifetime value, as well as to determine the main levels and relationships of customer value and customer value for the organization in the context of relationship marketing.