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Journal articles on the topic 'Customer's relationship'

Author: Grafiati

Published: 4 June 2025

Last updated: 1 August 2025

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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 co

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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 cust

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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

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4

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 co

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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 wa

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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 view

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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

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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 Ba

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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 diver

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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 we

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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

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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 custo

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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 matur

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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 L

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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-secti

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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 p

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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, manufac

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18

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)

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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

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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 vali

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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 rel

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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

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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 se

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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 towar

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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 att

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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 rel

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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 profita

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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

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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 cus

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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 v

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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 th

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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

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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 s

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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 in

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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 fun

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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 a

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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

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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 appra

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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 sig

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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,

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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, t

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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 fairn

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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

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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

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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 relationshi

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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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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 influ

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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 взаимо

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