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Articles de revues sur le sujet « Customer »

Auteur : Grafiati

Publié le 4 juin 2021

Mis à jour le 25 juillet 2025

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1

Santari, Ni Putu Nita, I. Wayan Suartina, and I. Made Astrama. "Pengaruh Customer Relationship Management dan Kepuasan terhadap Loyalitas Nasabah LPD Desa Adat Anggungan di Badung." Widya Amrita 1, no. 1 (2021): 381–93. http://dx.doi.org/10.32795/widyaamrita.v1i1.1187.

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The LPD is a village economic institution that is used to collect and distribute funds in general as well as a source of development financing in almost all parts of customary village areas in Bali. Savings customers are the top priority of the LPD in the customary village of Anggungan to create Loyalty. In creating customer satisfaction and loyalty, the LPD in the customary village of Anggungan is required to implement a good and appropriate strategy, namely Customer Relationship Management (CRM) to increase customer satisfaction and loyalty. The purpose of this study to analyze the effect pa

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Aityassine, Fatima Lahcen Yachou. "Customer satisfaction, customer delight, customer retention and customer loyalty: Borderlines and insights." Uncertain Supply Chain Management 10, no. 3 (2022): 895–904. http://dx.doi.org/10.5267/j.uscm.2022.3.005.

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The aim of this study is to investigate the effects of customer satisfaction and customer delight on customer loyalty through customer retention. Data were collected using a questionnaire developed based on the literature and administered to a sample of restaurant customers consisting of 376 customers. Using IBM SPSS and AMOS software for data analyses, the results indicate that customer retention had a perfect mediating role in the effect of customer satisfaction on customer loyalty and a partial mediating role in the effect of customer delight on customer loyalty. The study provided several

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Wardana, Miko Andi. "PENGARUH PERTIMBANGAN, PENGETAHUAN, SIKAP NASABAH TERHADAP KEPUTUSAN NASABAH MEMILIH PRODUK BANK SYARIAH DI KOTA DENPASAR." Forum Manajemen 14, no. 1 (2017): 79–88. http://dx.doi.org/10.61938/fm.v14i1.128.

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The impact of customer knowledge and customer consideration to thecustomerâ€™s decision to choose products Islamic banks through customer attitudesas an intervening variable. From the preliminary data of empirical research showsthere is a phenomenon with respect to customers of Islamic banks in Bali. Thepurpose of this study was to determine directly or indirectly influence the customerknowledge and consideration of consumers towards the customerâ€™s decision to chooseproducts of Islamic banks in Denpasar through customer attitudes, this research isa quantitative research survey approach, with

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Ida Ayu Sadnyini and Ni Wayan Pariasih Cahyana. "Efforts to Resolve the Misuse of Customer Funds at The Village Credit Institution (VCI) of Sibang Kaja Customary Village." Sociological Jurisprudence Journal 5, no. 2 (2022): 107–11. http://dx.doi.org/10.22225/scj.5.2.2022.107-111.

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 Village Credit Institution (VCI) of customary village/desa pekraman in Bali is a village-owned financial business entity that carries out business activities in the village and for krama desa. In this case, the authors conducted research on the VCI of Sibang Kaja Customary Village, Abiansemal District, Badung Regency, Bali Province. This research was conducted to determine and examine (1) the factors that cause customer funds cannot be disbursed at the VCI of Sibang Kaja Customary Village; (2) the efforts to resolve the misuse of customer funds at the VCI of Sibang Kaja Customary Villag

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Tu, Yu-Te, and Hsiao-Chien Chang . "Corporate Brand Image and Customer Satisfaction on Loyalty: An Empirical Study of Starbucks Coffee in Taiwan." Journal of Social and Development Sciences 3, no. 1 (2012): 24–32. http://dx.doi.org/10.22610/jsds.v3i1.682.

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Corporate image has been assessed as an important antecedent of customer satisfaction and loyalty. Corporate brand is vital because positive corporate brands help companies achieving higher performance, such as sales. Marketing exists to deliver more value to satisfy customers as well as build a long-term and mutually profitability relationship with customers. If a firmâ€™s products or services do not satisfy or meet the customerâ€™s needs and wants, all the strategies are insufficient. With loyal customers, companies can have higher market share and reduce the operating cost. An improvement o

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Nelly, Nelly. "KOMPONEN MANAJEMEN JASA TERPADU TERHADAP KEPUASAN NASABAH TABUNGAN PADA PT. BANK DANAMON INDONESIA, TB CABANG MESJID LAMA PALEMBANG." Jurnal Ilmiah Ekonomi Global Masa Kini 7, no. 1 (2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.

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The study aimed to determine the components of integrated management services simultaneously and partially on customer satisfaction savings in PT Bank Danamon Indonesia, Tbk Palembang branch of the Mesjid Lama and to know the components of an integrated service management is a dominant influence on customer satisfaction savings. The study was conducted on customers of Bank Danamon branches of the Mesjid LamaÂ special BDI Palembang active customers savings of up Desember 2015 as many as 93 customers using purposive sampling method. Data analysis techniques used were Linear Multiple Regression a

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Dewi, Liliana. "CUSTOMER LOYALTY, THROUGH CUSTOMER SATISFACTION IN CUSTOMERS PT. XYZ." JURNAL APLIKASI MANAJEMEN 18, no. 1 (2020): 189–200. http://dx.doi.org/10.21776/ub.jam.2020.018.01.19.

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Dewi, Luh Komang Candra, Imade Hendra Saputra, Sourtua Marbun, and Luh Kadek Budi Martini. "The Influence of Service Quality and Customer Relationship Marketing on Customer Loyalty Using Trust as a Mediation Variable in the Village Credit Institution (LPD) of Customary Village." Journal of Digitainability, Realism & Mastery (DREAM) 2, no. 08 (2023): 1–12. http://dx.doi.org/10.56982/dream.v2i08.146.

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This study aims to determine the effect of service quality and customer relationship marketing on customer loyalty with trust as a mediating variable. This research was conducted at the Kerobokan Customary Village LPD. The population in this study were all customers of the Kerobokan Customary Village LPD with a total of 26,768 people. The sample is determined using the slovin formula with a total sample of 100 samples. Collecting data in this study using questionnaires with data analysis techniques is SEM-PLS. The results of this study indicate that 1. E-service quality has a positive effect o

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Yu-TeTu, Yu-TeTu, and Tan-Kui Hsu . "The Impact of Brand Image and Customer Commitment on Loyalty: An Empirical Study of Automobile Sector." Information Management and Business Review 5, no. 4 (2013): 181–93. http://dx.doi.org/10.22610/imbr.v5i4.1042.

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Corporate brand image has been assessed as an important antecedent of customer commitment and loyalty. Corporate brands help companies achieving higher performance, such as sales. A poor brand image will lead to disaster, and lose customers. Marketing exists to deliver more value to satisfy customers as well as build a long-term and mutually profitability relationship with customers. If a firmâ€™s products or services do not satisfy or meet the customerâ€™s needs and wants, all the strategies are insufficient. With loyal customers, companies can have higher market share and reduce the operatin

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Vitram, Khansa Lathifah, Muhammad Iqbal Rasa, and Suharto Harto. "CUSTOMER INTIMACY, CUSTOMERS EXPERIENCE, CUSTOMER SATISFACTION, CUSTOMER BONDING DAN CUSTOMER VALUE DALAM LOYALITAS NASABAH DI BANK SYARIAH." Ekonomi & Bisnis 22, no. 1 (2023): 44–54. http://dx.doi.org/10.32722/eb.v22i1.5765.

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Pada perkembangan perekonomian di Indonesia yang semakin maju, khususnya pada sektor perbankan syariah. Dengan pertumbuhan perbankan syariah di Indonesia telah menciptakan banyak investor dan nasabah dengan berbagai penghimpunan dana. Tingginya minat masyarakat terhadap perbankan syariah untuk menabung dan melakukan pembiayaan membuat sektor perbankan semakin prospektif. Dalam hal ini membuat persaingan dalam sektor perbankan syariah semakin kompetitif, terutama bagi bank syariah dengan segmen pasar yang sama, bank syariah mengalami peningkatan yang cukup signifikan dari tahun ketahun. Dari pe

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Siska, Siska, Dian Nur Rahmawati, and Ilham Ilham. "Pengaruh Customer Intimacy, Customer Experience, Customer Satisfaction, dan Customer Bonding Terhadap Loyalitas Pelanggan." Jurnal Ekonomi & Manajemen Indonesia 23, no. 1 (2023): 109–25. http://dx.doi.org/10.53640/jemi.v23i1.1393.

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This study aims to determine the effect of customer intimacy, customer experience, customer satisfaction, and customer engagement on customer loyalty at the Haji Cilik shop in Tenggarong. The sample used was 105 respondents and used the sampling technique Random Sampling. This type of research is research with a quantitative approach. The research results show that the four variables, namely customer intimacy (X1), customer experience (X2), customer satisfaction (X3), and customer bonding (X4) simultaneously influence customer loyalty. Based on the partial test, the customer experience and cus

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Siska, Siska, Dian Nur Rahmawati, and Ilham Ilham. "Pengaruh Customer Intimacy, Customer Experience, Customer Satisfaction, dan Customer Bonding Terhadap Loyalitas Pelanggan." Jurnal Ekonomi & Manajemen Indonesia 23, no. 1 (2023): 109–25. http://dx.doi.org/10.53640/jemi.v23i1.1392.

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This study aims to determine the effect of customer intimacy, customer experience, customer satisfaction, and customer engagement on customer loyalty at the Haji Cilik shop in Tenggarong. The sample used was 105 respondents and used the sampling technique Random Sampling. This type of research is research with a quantitative approach. The research results show that the four variables, namely customer intimacy (X1), customer experience (X2), customer satisfaction (X3), and customer bonding (X4) simultaneously influence customer loyalty. Based on the partial test, the customer experience and cus

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Ali, Muhammad Qasim, and Muhammad Suhail Sharif. "THE ROLE OF GAMIFIED CUSTOMER BENEFITS IN PURSUING CUSTOMERS’ LOYALTY: A MEDIATED ROLE OF CUSTOEMR ENGAGEMENT." March 2024 40, no. 1 (2024): 50–63. http://dx.doi.org/10.51380/gujr-40-01-05.

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The social media platforms have become progressively vital in modern era as a means of interacting with consumers and as a means for marketers to focus on online social networks so as to foster loyalty of brands. Purpose of this study is to analyze the causal relationship among the characteristics of gamified customer benefits (epistemic benefits, social integrative benefits, personal integrative benefits and hedonic benefits), customer engagement and customer loyalty with respect to online brand communities on social media platforms. This study also analyzes the mediating role of customer eng

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Ahmed, Irfan, Shahid Mahmood ., and Umar Farooq . "Determinant Attributes of Customer Choice of Banks, Supplying Mortgage Products." Journal of Economics and Behavioral Studies 4, no. 5 (2012): 287–96. http://dx.doi.org/10.22610/jebs.v4i5.329.

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The present study focuses on finding out the main attributes that determine the customerâ€™s choice of bank for supplying the mortgage products. The data has been gathered through questionnaires from 400 customers using mortgage products of different banks. Reviewing the literature four variable are taken for study to determine the dependent variable customer choice of banks using mortgage products and they include cost of bank, quality of services, confidence of customer in bank and convenience of customer using mortgage product. Results were analyzed using ordinary least square (OLS) regress

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Tifliyah, Siti Zainut, Fatchur Rohman, and Noermijati Noermijati. "EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT TO CUSTOMER RETENTION MEDIATED BY CUSTOMER SATISFACTION AND CUSTOMER LOYALTY." JURNAL APLIKASI MANAJEMEN 19, no. 4 (2021): 896–904. http://dx.doi.org/10.21776/ub.jam.2021.019.04.17.

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The purpose of this study was to analyze the effect of Customer Relationship Management (CRM) on customer retention mediated by customer satisfaction and customer loyalty on Priority BTN in Malang City. The population of this study is Priority BTN customers in Malang City, and the number of samples obtained is in accordance with the research criteria as many as 100 samples. The approach used in this study is a quantitative approach. The type of research based on the formulation of the problem and the purpose of the study is explanatory. The technique used in this study is probability sampling

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Nielsen, Rikke. "Customer satisfaction: the customer experience through the customer's eyes." Total Quality Management & Business Excellence 21, no. 11 (2010): 1229–30. http://dx.doi.org/10.1080/14783360903332361.

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Mandal, Pratap Chandra. "Management of Customer Lifetime Value in Organizations." Journal of Business Ecosystems 4, no. 1 (2023): 1–15. http://dx.doi.org/10.4018/jbe.318471.

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Companies should focus on customer lifetime value, its management, and on profitable customers for company growth. The objective of the study is to analyze customer lifetime value and to manage it effectively. The methodology adopted is a conceptual analysis of various aspects of customer lifetime value and its management. Companies should appreciate the importance of customer lifetime value and the connections among customer lifetime value, brand equity, and customer equity. They should develop and build customer lifetime value through various measures (viz., improvement in customer services,

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Rather, Raouf Ahmad, and Jyoti Sharma. "Customer engagement for evaluating customer relationships in hotel industry." European Journal of Tourism, Hospitality and Recreation 8, no. 1 (2017): 1–13. http://dx.doi.org/10.1515/ejthr-2017-0001.

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AbstractCustomer engagement can be used as a proxy in customer behaviour research for evaluating customer relationships towards a company and/or brand. Companies are increasingly recognizing the value of establishing close customer relationships. The objective of the research was to explore the associations among customer engagement dimensions and loyalty for evaluating customer relationships in hotel industry. Furthermore, the study evaluated the level and influence of new customers and repeat customer segments. The questionnaires were completed by 240 customers from five star hotels (30% cus

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Setyowati, Dyah, and Sri Antariksa. "Analysis of the Influence of Green Marketing, Consumer Attitudes, Digital Marketing on Customer Loyalty with Customer Satisfaction as an Intervening Variable." International Journal of Economics, Finance and Management Sciences 12, no. 6 (2024): 554–62. https://doi.org/10.11648/j.ijefm.20241206.27.

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The purpose of this study was to determine the variables that make customers feel satisfied and loyal to Local Franchise Restaurants in Indonesia. The variables studied were Green Marketing, Consumer Attitude, Digital Marketing, Customer Loyalty and Customer Satisfaction as an Intervening Variable. The sample of this study was 110 respondents. The quantitative research method used SEM AMOS. From the results of the analysis of this study, it appears that this study supports the theory or research results which state that Green Marketing, Positive Customer Attitudes and Digital Marketing have an

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Sun, Zhongyuan, Yucheng Li, and Xuming Lou. "The Impact of Customer Participation on Customer Value: Does Customer Resource and Regulatory Focus Matter?" Sustainability 14, no. 24 (2022): 16685. http://dx.doi.org/10.3390/su142416685.

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With the development of technology and the improvement of customer awareness, customers and enterprises are becoming more and more proactive in the process of cooperation. Among these developments is the value creation of customers in the brand network. The community changes with the accumulation of resources during the customer journey, and it is particularly important to explore the impact of customer resource accumulation and regulatory focus of enterprises for customers on customer value. Previous research mainly focused on the role of customer resources in the stages of value creation and

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Sury, Kartina, Mts Arief, and Nur Fadjrih Asyik. ""In Peers We Trust": The Substance of Customer-to-Customer Interactions to Customer Decision-Making Process." 11th GLOBAL CONFERENCE ON BUSINESS AND SOCIAL SCIENCES 11, no. 1 (2020): 101. http://dx.doi.org/10.35609/gcbssproceeding.2020.11(101).

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The current marketplace is defined as the Age of Customer, an age that marks the shifting power from marketers to customers. Customers are enabled by technology and have the ability to access real time information while extending their network of friends and communities. The purpose of this research is to explore the impact of customer-to-customer interactions to customer decision-making process in life insurance in the context the online-offline marketing communications effort of marketers. Customer engagement is adopted to discuss the engagement of life insurers to customers and the drivers

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Hernando, Hernando, and Liem Bambang Sugiyanto. "The Effect of Customer Value, Trust, and Customer Satisfaction on Customer Loyalty Mediated By Customer Engagement (Empirical Study: Customer Music Course In Jakarta)." Asian Journal of Social and Humanities 2, no. 12 (2024): 3162–83. http://dx.doi.org/10.59888/ajosh.v2i12.441.

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This study aims to investigate the impact of customer value, trust, and customer satisfaction on customer loyalty, with customer engagement as a mediating variable, focusing on music course customers in Jakarta. Utilizing a quantitative approach, data was collected from 95 respondents who have been customers of music courses for more than three months and are over 18 years old. The data was analyzed using Partial Least Square (PLS) with the SmartPLS 3.0 software. The results of the study indicate that trust and customer value positively and significantly influence customer engagement, which in

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Sari, Pradela Salsabila, and Ainun Ni'Matu Rohmah. "Komunikasi Interpersonal Customer Service Lotte Grosir dalam Melayani Pelanggan di Kota Samarinda." Jurnal Indonesia : Manajemen Informatika dan Komunikasi 5, no. 1 (2024): 90–106. http://dx.doi.org/10.35870/jimik.v5i1.434.

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Interpersonal communication plays an important role in a company, one of which is retail, the quality of good interpersonal communication needs to be mastered by customer service because it deals directly with customers, the quality of interpersonal communication is needed to create good service for customers. The purpose of this study was to determine the interpersonal communication process of Lotte Grosir's customer service in serving customers in Samarinda City. The research method used is a qualitative method. Data collection techniques include interviews, observation and documentation. Th

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RAI, AVISHEK KUMAR. "CUSTOMER SATISFACTION AND CUSTOMER LOYALTY AT JAYASHREE TEXTILES." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 04 (2024): 1–5. http://dx.doi.org/10.55041/ijsrem32789.

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In this globalised and intensely competitive world, it is very necessary to retain existing customers. Thus customer loyalty has become need of any manufacturing industry. But to gain customer loyalty, it is necessary for the organizations to know about the factors which are influencing customer loyalty. So, the aim of this research is to explore the factors which influence customer loyalty and customer satisfaction at Jayashree Textiles. The factors which are influencing customer loyalty are product quality, customer support, product pricing, overall customer experience, consumer spending, in

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Yessi Claudia Sianipar, Syafrizal Helmi Situmorang, and Rulianda Purnomo Wibowo. "ANALYSIS OF THE EFFECT OF DIGITAL CUSTOMER EXPERIENCE ON CUSTOMER LOYALTY THROUGH EMOTIONAL MARKETING AND CUSTOMER SATISFACTION FOR INDIHOME CUSTOMERS." International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 3, no. 4 (2023): 1235–47. http://dx.doi.org/10.54443/ijebas.v3i4.1023.

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Some of the conclusions obtained from this research are as follows following: Digital customer experiencesignificantly influence customer satisfaction. This shows that the greater the digital customer experience value that can be felt by customers, the customer satisfaction will increase. Digital customer experiencesignificantly influence emotional marketing. In this study, the relationship between these two variables is the closest of all variables because it has the highest path coefficient and t values. This shows that the greater the value of the digital customer experience, the greater th

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Wahyuni, Alida, Mungky Hendriyani, and Intan Nurhasanah. "PERANAN CUSTOMER SERVICE DALAM MENINGKATKAN JUMLAH NASABAH PADA PT. BANK PEMBANGUNAN DAERAH JAWA BARAT DAN BANTEN, TBK. CAPEM PAMULANG TANGERANG SELATAN." REMITTANCE: JURNAL AKUNTANSI KEUANGAN DAN PERBANKAN 3, no. 1 (2022): 22–28. http://dx.doi.org/10.56486/remittance.vol3no1.186.

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This research aims to analyze the role of customer service in increasing the number of customers PT. Bank BJB, Tbk. Kantor Cabang Pembantu Pamulang. A customer is a person directly dealing with or in direct contact with the customer, customer service has a responsible role in the service and smoothness of the bank, and understands the work to be carried out, especially related to service to customers. Serving the customer is a very necessary attitude of customer service that can increase customer interest and ability to communicate well with customers. The results prove the role of customer se

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Bharti, Julee. "Exploring the Role of Customer Relationship Management in Enhancing Customer Engagement." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 05 (2024): 1–5. http://dx.doi.org/10.55041/ijsrem34759.

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In this competitive market, customer is the most important property in an organization. It is not surprising that customer relationship management is increasingly used by the organizations to support different type of their customer. Customer is a source of information which is necessary for implementation of marketing strategy. According to changes in market place and active participation of customers in communicating marketing activities, customer relationship management becomes important. Customer relationship management is a phrase that describes how a firm interacts with customers. Most p

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Swan, John E., Cathy Goodwin, Michael A. Mayo, and Lynne D. Richardson. "Customer Identities: Customers as Commercial Friends, Customer Coworkers or Business Acquaintances." Journal of Personal Selling & Sales Management 21, no. 1 (2001): 29–37. https://doi.org/10.1080/08853134.2001.10754254.

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Tseng, Lu-Ming. "How customer orientation leads to customer satisfaction." International Journal of Bank Marketing 37, no. 1 (2019): 210–25. http://dx.doi.org/10.1108/ijbm-10-2017-0222.

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PurposeFinancial service workers’ etiquette and creativity have been less mentioned in the research on bank marketing. The purpose of this paper is to examine the mediating effects of financial service workers’ etiquette and creativity on the relationship between customer orientation and customer satisfaction.Design/methodology/approachData are collected from 336 insurance customers in Taiwan, and partial least squares analysis is used to test the hypotheses.FindingsThe findings show that financial service workers’ customer orientation (perceived by customers) is positively related to the cust

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Situmeang, Samuel, and Sugiyanto Sugiyanto. "The Effect of Service Quality, Customer Orientation and Customer Satisfaction on Customer Loyalty." International Journal of Economics (IJEC) 3, no. 2 (2024): 1333–44. http://dx.doi.org/10.55299/ijec.v3i2.1134.

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This study aims to examine the effect of service quality, customer orientation on customer satisfaction and customer loyalty on JCO products. This study is motivated by unmentioned customer loyalty, so a study was conducted to find out from the quality of service and customer orientation which will be the most influential variables on customer satisfaction and customer loyalty on JCO products. The population in this study were all consumers at JCO Outlets domiciled in the Jabotabek area, totaling 103 Outlets. While the research sample was taken using a purposive sampling technique, namely cust

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Mokha, Anupreet Kaur, and Pushpender Kumar. "Examining the Interconnections Between E-CRM, Customer Experience, Customer Satisfaction and Customer Loyalty." Journal of Electronic Commerce in Organizations 20, no. 1 (2022): 1–21. http://dx.doi.org/10.4018/jeco.292474.

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This study examines the impact of electronic customer relationship management (E-CRM) on customer loyalty through the mediating effects of customer experience and customer satisfaction in the context of the banking industry. Customer experience and customer satisfaction are considered to be pre-requisite tools for improving and enhancing long-lasting relationships with customers. The study has adopted Stimulus-Organism-Response (S-O-R) model as theoretical support to examine the relationships. To achieve the objectives, the data was gathered from 836 banks’ customers of India. The data was the

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Dewi, Apria Tika, and Dhani Ichsanuddin Nur. "Customer Loyalty Analysis in PT. BNI-46 (Persero) Support Branch of Graha Pangeran Surabaya." IJEBD (International Journal of Entrepreneurship and Business Development) 4, no. 4 (2021): 555–65. http://dx.doi.org/10.29138/ijebd.v4i4.1469.

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BANK is a financial institution that plays an important role in the economy which influences the movement of economic growth with the aim of improving the standard of living of the people at large. Based on the background of the problem, regarding the provision of good service quality to customers and the satisfaction received by customers with bank trust are the reasons for customers in choosing a bank so that customer loyalty can be created. This study aims: to determine the effect of trust on customer loyalty, to determine the effect of service quality on customer loyalty, to determine the

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Saputra, Mohammad Eryan, Sumiati Sumiati, and Agung Yuniarinto. "The effect of customer experience on customer loyalty mediated by customer satisfaction and customer trust." Journal of Economics and Business Letters 3, no. 3 (2023): 27–37. http://dx.doi.org/10.55942/jebl.v3i3.205.

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Customer experience refers to the internal, subjective response to an interaction with a product or service. Customer loyalty demonstrates customers' deep commitment to resubscribe or make consistent and repeated use of a service or product in the future. Mobile applications can integrate elements of customer experience, customer satisfaction, and customer trust to foster customer loyalty. The Mobile Application Customer Experience (MACE) highlights factors that influence customer experience, particularly in mobile application usage, including ease of use, convenience, customization, timelines

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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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Helgesen, Øyvind. "Are Loyal Customers Profitable? Customer Satisfaction, Customer (Action) Loyalty and Customer Profitability at the Individual Level." Journal of Marketing Management 22, no. 3-4 (2006): 245–66. http://dx.doi.org/10.1362/026725706776861226.

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Wu, Mao-Ying, Shitian Ye, Shun Ye, and Qiucheng Li. "How other customers influence customer citizenship behavior in theme parks: The role of customer-customer rapport." Journal of Destination Marketing & Management 31 (March 2024): 100847. http://dx.doi.org/10.1016/j.jdmm.2023.100847.

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Mandal, Pratap Chandra. "Engaging Customers and Managing Customer Relationships." Journal of Business Ecosystems 4, no. 1 (2023): 1–14. http://dx.doi.org/10.4018/jbe.322405.

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Marketing is about engaging customers and managing profitable customer relationships. Marketers aim to create value for customers in order to capture value from customers in return. The objective of the study is to discuss customer value, customer engagement, building customer relationships, and the various strategies and initiatives adopted by companies. Customer relationship levels and roles of digital and social media in customer engagement are discussed. Customers themselves generate substantial content nowadays. Again, companies should develop relationships not only with customers but als

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CM, Neethu, Anitha Abraham, and Linda Sebastian. "Clustering of Customers from Massive Customer Transaction Data." International Journal of Scientific Engineering and Research 7, no. 3 (2019): 18–24. https://doi.org/10.70729/ijser18676.

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Dunnas, Irsyad, and Hosra Afrizoni. "Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Pelanggan Premium PT. PLN (Persero) UP3 (Unit Pelaksana Pelayanan Pelanggan) Padang." EKASAKTI MATUA JURNAL MANAJEMEN 1, no. 3 (2023): 226–40. http://dx.doi.org/10.31933/emjm.v1i3.922.

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This study aims to analyze and determine the Effect of Service Quality Dimensions on Customer Satisfaction of Premium Customers of PT. PLN (Persero) UP3 (Customer Service Implementation Unit) Padang. The type of data is qualitative data which is used as quantitative data with primary data sources. Methods of data analysis in this study using descriptive analysis, multiple linear regression analysis, coefficient of determination, hypothesis testing t-test, and F test. The results of this study indicate that: 1. Reliability partially has a positive and significant effect on customer satisfaction

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Gunawan, Arif, Yanto Yanto, and Fera Indasari. "Competency Analysis Customer Service Communication In Keeping Customer Loyalty." SENGKUNI Journal (Social Science and Humanities Studies) 2, no. 1 (2021): 70–80. http://dx.doi.org/10.37638/sengkuni.2.1.70-80.

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In the development of information and communication PT Telkom always improves service to customers, therefore Customer Service always gives the best to maintain customer loyalty therefore this research, discussing the competence of customer service communication in maintaining customer loyalty in PT products. Telkom Indonesia branch of Bengkulu City. The purpose of this research is to know and analyze the competence of Customer Service communication in maintaining customer loyalty in achieving the results. The method used in this study is descriptive skin to give a clear picture of the researc

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Afriani, Lita Ningrum, and Hendro Setyono. "PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN CITRA MEREK TERHADAP LOYALITAS NASABAH YANG DIMEDIASI OLEH KEPUASAN NASABAH (Studi pada Nasabah PT. BRI (Persero) Tbk. Yogyakarta)." Jurnal Fokus Manajemen Bisnis 7, no. 2 (2020): 123. http://dx.doi.org/10.12928/fokus.v7i2.1741.

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For companies, loyal customers mean a lot besides illustrates the amount of profitability obtained by loyal consumers can also show the image or image of the company in the public eye. Loyal customers can become partners in developing new products, because they maintain and defend and even use the services of existing companies. According to Darsono (2004) a loyal customer becomes a valuable asset for the company. Loyal customers will reduce the effort to find new customers, giving positive feedback to the company. Companies must be able to satisfy old customers and create new customers, if yo

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Asiyah, Siti. "CUSTOMER INTIMACY VALUE STRATEGY BY IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT." Journal of Applied Management and Business (JAMB) 1, no. 1 (2020): 1–9. http://dx.doi.org/10.37802/jamb.v1i1.58.

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This article talks about a lot of systems to transform customers into resources proposed for organizations while making faithful customers. The technique that is the focal point in this article is customer Relationship Management (CRM). This is on the grounds that without a CRM system, organizations neglect to reap the advantages of CRM. CRM is fundamentally significant for the organization's future. CRM innovation empowers organizations to all the more likely comprehend customer conduct, foresee their conduct later on, give altered customer encounters, and assemble long haul customer connecti

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Soumutul, Mauritz Edo. "Customer Relationship Proneness: Is It Important for Customer Loyalty?" Jurnal Manajemen Teknologi 21, no. 2 (2022): 137–49. http://dx.doi.org/10.12695/jmt.2022.21.2.2.

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Abstract. As customer satisfaction and loyalty are crucial elements in increasing company profits, companies must strive to establish good relationships with customers, including in mobile services. Opinions in previous research differ regarding the effect of customer extroversion on satisfaction toward impacting customer loyalty. The present study provides related input and potential solutions. It employs relationship marketing theory with the mediating variable of customer relationship proneness (CRP) added in, testing previous research and ultimately not finding a significant relationship b

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N, Brijesh Patel, and Reenu Shukla. "Impact of Customer Relationship Management on Customer Satisfaction and Customer Loyalty in Retail Sector." Journal of Advances and Scholarly Researches in Allied Education 21, no. 7 (2024): 153–59. https://doi.org/10.29070/t8yrd959.

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Enterprises may achieve success and growth via Customer Relationship Management (CRM). In the retail sector, customer relationship management (CRM) helps businesses learn more about their customers and create stronger bonds with them. Maintaining a dominant position in your industry requires a focus on customer loyalty. The assessment, reward, and campaign mantras may be used to achieve this. An attempt was made to examine the impact of customer relationship management on retail customer happiness and loyalty in this study using customer happiness and customer trust as intermediary variables,

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Pérez, Andrea, and Ignacio Rodríguez del Bosque. "How customer novelty seeking influences customer CSR perceptions." Marketing Intelligence & Planning 33, no. 4 (2015): 486–507. http://dx.doi.org/10.1108/mip-07-2014-0140.

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Purpose – The purpose of this paper is to first, propose a causal model to understand the process of corporate social responsibility (CSR) perception formation among customers; and second, identify differences among innovative and conservative customers in that process. Design/methodology/approach – A structural equation model is tested in a sample of 1,124 banking services customers in Spain. Also, a multisampling analysis is implemented in order to determine how novelty seeking moderates the process of CSR perception formation among customers. Findings – Results confirm that customer CSR per

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Zhao, Ming, Qingjun Zeng, Ming Chang, Qian Tong, and Jiafu Su. "A Prediction Model of Customer Churn considering Customer Value: An Empirical Research of Telecom Industry in China." Discrete Dynamics in Nature and Society 2021 (August 7, 2021): 1–12. http://dx.doi.org/10.1155/2021/7160527.

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Customer churn will cause the value flowing from customers to enterprises to decrease. If customer churn continues to occur, the enterprise will gradually lose its competitive advantage. When the growth of new customers cannot meet the needs of enterprise development, the enterprise will fall into a survival dilemma. Focusing on the customer churn prediction model, this paper takes the telecom industry in China as the research object, establishes a customer churn prediction model by using a logistic regression algorithm based on the big data of high-value customer operation in the telecom indu

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Laksmana, I. Nyoman Hendra, IGA Eka Teja Kusuma, and I. Nengah Landra. "Effect of Customer Relationship Management on Customer Satisfaction and Loyalty at Pt. Harmoni Permata Gianyar, Bali." International Journal of Contemporary Research and Review 9, no. 03 (2018): 20610–17. http://dx.doi.org/10.15520/ijcrr/2018/9/03/470.

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A highly competitive market makes companies need to maintain a positive relationship with their customers. A good CRM (customer relationship management) program will help the company to satisfy its customers. This research will explore various methods and techniques to build effective customer relationship management to satisfy customers. The purpose of this study is to examine the effectiveness of customer relationship management in maintaining and satisfying customers. This research shows that customer relationship management has a significant effect on customer satisfaction and loyalty. The

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Rizky Amalia Nasution, Amrin Fauzi, and Arlina Nurbaity Lubis. "THE EFFECT OF CUSTOMER CO-CREATION AND CUSTOMER EXPERIENCE ON ELECTRONIC WORD OF MOUTH (EWOM) THROUGH CUSTOMER SATISFACTION ON SHARIA INDONESIAN BANK IN MEDAN CITY." International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 3, no. 1 (2023): 296–309. http://dx.doi.org/10.54443/ijebas.v3i1.689.

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The banking industry is currently facing many challenges because it is considered very competitive, complex and dynamic. In getting new customers, banks must make changes that can attract customers, one of which is marketing through eWOM. Positive eWOM is created when banks provide the best service for customers. In its goal of creating positive eWOM, banks must improve customer experience and customer satisfaction, besides that customer co-creation is also considered as an effort to increase competitiveness and create positive eWOM. This study aimed to analyze and determine the effect of cust

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Jiang, Yiran, Lan Xu, Nan Cui, Hui Zhang, and Zhilin Yang. "How does customer participation in service influence customer satisfaction? The mediating effects of role stressors." International Journal of Bank Marketing 37, no. 3 (2019): 691–710. http://dx.doi.org/10.1108/ijbm-12-2017-0261.

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Purpose The purpose of this paper is to examine the impact of customer participation on role behaviors and customer satisfaction. The mediating role of role stressors is also examined. Design/methodology/approach Based on literature reviews, a survey of 317 bank customers was conducted in Central China, using a structured questionnaire. Structural equation modeling was used for data analysis to test research hypotheses. Findings The current work found that the inconsistency between the role expectations from participating customers and service providers would increase the customer perceived ro

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Bupu, Roswita, Mohamad Sodikin, and Sanchita Sanchita. "Towards Customer Satisfaction: The Role of Customer Relationship Management, Service Quality, and Customer Perceptions." Journal of Digital Marketing and Halal Industry 5, no. 1 (2023): 41–56. http://dx.doi.org/10.21580/jdmhi.2023.5.1.15991.

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Orientation and focus on customer satisfaction is an important part of efforts to improve sustainable organizational performance. The Customer Relationship Management (CRM) strategy is part of an effort to find, collect, store information about customers and implement it in all parts of the organization so as to provide a unique experience for customers. However, most of the previous studies have focused on the effect of CRM on companies and few have reviewed CRM in the context of customer perceptions. Drawing based on congruity theory, this study aims to examine the effect of CRM on customer

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