Paper Status Tracking
Journals by Title
Journals by Subject
Contact us
[email protected]
Click here to send a message to me 3275638434
Paper Publishing WeChat
Useful Links
Creative Commons License

Article
Affiliation(s)

Maranatha Cristian University, Bandung, Indonesia
Indonesia Polytechnic of Post, Bandung, Indonesia

ABSTRACT

The purpose of this study was to examine the theoretical basis in an effort to build the competitiveness of the banking services industry, particularly in terms of customer satisfaction and loyalty. This type of research uses explanatory research. The sampling method used a non-probability sampling, used purposive sampling technique that has become a customer for two years, used questionnaires to 100 respondents in Bandung bank customers. Measurement validity uses confirmatory factor analysis, while test reliability is calculated by Cronbach Alpha method. Analysis to test the hypothesis uses the path analysis. The findings illustrate a clear pattern of the dimensions of customer relationship marketing, satisfaction effect built, and several important findings including empirical verification mediating role overall customer satisfaction in the formation of loyalty attributes.

KEYWORDS

customer relationship marketing, satisfaction, customer loyalty

Cite this paper

Economics World, Mar.-Apr. 2018, Vol. 6, No. 2, 98-107 doi: 10.17265/2328-7144/2018.02.002

References

Ahmad, R., & Buttle, F. (2001). Customer retention management: A reflection on theory and practice. Jakarta: PT Gramedia Pustaka Utama.

Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58, 53-66.

Akbar, M, M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customer loyalty. ABAC Journal, 29(1), 24-38.

Bagherzad, A., Chavosh, A., & Hosseinikhah, S. (2011). The influence of relationship marketing tactics on customer’s loyalty in B2C relationship—The role of communication and personalization. European Journal of Economics, Finance and Administrative Sciences, 5(31), 49-56.

Barnes, J. G. (2003). Secret of customer relationship management. Yogyakarta: Andi.

Barnes, J. G., & Howlett, D. M. (1998). Predictors of equity in relationships between financial services providers and retail customers. International Journal of Bank Marketing, 16(1), 15-23.

Berry, L. L. (1995). Relationship marketing of service: Growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23(Fall), 246-251.

Caroline, M., & Elizabeth, M. (2014). Determinants of customer retention in commercial banks in Tanzania. Journal of Finance and Bank Management, 2(1), 9-30.

Colgate, M., & Lang, B. (2001). Switching barriers in consumer markets: An investigation of the financial service industry. Journal of Consumer Marketing, 18(4), 323-347.

Coulter, K. S., & Coulter, R. A. (2003). The effects of industry knowledge on the development of trust in service relationships. International Journal of Research in Marketing, 20(1), 31-43.

Doyle, P. (2002). Marketing management and strategy (3rd ed.). London: Prentice Hall International.

Dick, A. S., & Kunal, B. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22, 99-113.

Ennew, C, T., & Binks, M. R. (1996). The impact of service quality and service relationship characteristics on customer retention: Small business and their banks in the UK. British Journal of Management, 7(3), 219-230.

Evans, J. R., & Laskin, R. L. (1994). The relationship marketing process: A conceptualization and application. Industrial Marketing Management, 23, 439-452.

Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 60, 7-17.

Ferdinand, A. T. (2000). Manajemen Pemasaran: Sebuah Pendekatan Strategik. Semarang: Program MM UNDIP.

Gummesson, E. (1994). Making relationship marketing operational. Service Industry Management, 5(5), 5-20.

Hennig-Thurau, T., & Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology and Marketing, 14(8).

Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2003). The effect of locational convenience on customer repurchase intention across service types. Journal of Services Marketing, 17(2), 185-201.

Kartajaya, H. (1999). Marketing plus 2000: Siasat memenangkan persaingan global. Jakarta: PT. Gramedia.

Kim, M. K., Park, M. C., & Jeong, D. H. (2004). The effects of customer satisfaction and switching barrier on customer in Korean mobile telecommunication services. Telecommunications Policy, 28, 145-159.

Kotler, P. (2000). Marketing management. New Jersey: Upper Saddle River. 

Kotler, P., Armstrong, G., Saunders, J., & Wong, V. (2001). Principles of marketing. Harlow: Prentice Hall Europe. 

Kotler, P., & Keller, K. L. (2012). Marketing management (14th ed.). New Jersey: Pearson Education, Inc.

Khoe, Y. T. (1997). Relationship marketing strategi kemampulabaan jangka panjang. Manajemen Usahawan Indonesia No. 03 Tahun XXVI Market, 6-10.

Lee, M., & Cunningham, L. F. A. (2001). Cost/benefit approach to understanding service loyalty. Journal of Services Marketing.

Moorman, C., Zaltman, G., & Deshpande, R. (1992). Relationships between providers and users of market research: The dynamics of trust within and between organizations. Journal of Marketing Research, 29(3), 314-329.

Ndubisi, N. O. (2003). Cultural dimension and relationship marketing: An African marketing model. Journal of Cultural Studies, 5(2), 214-241.

Paper Serie. No. 01 Program Magister Manajemen Universitas Diponegoro.

Prichard, M, P., Havitz, M. E., & Howard, D. R. (1999). Analyzing the commitment-loyalty link in service contexts. Journal of the Academy of Marketing Science, 27(3), 333-348.

Reynolds, K. E., & Beatty, S. E. (1999). Customer benefits and company consequences of customer-salesperson relationship in retailing. Journal of Retailing, 75(1), 11-32.

Ravesteyn, J. V. (2005). The effect of relationship banking on customer loyalty in the retail business banking industry. Thesis, Graduate School of Business Leadership, University of South Africa.

Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. European Journal of Marketing, 27(9), 19-35.

Silmi, S. (2012). Persepsi Nasabah Tentang Relationship Marketing dan Pengaruhnya Terhadap Loyalitas (Studi Pada Nasabah Tabungan Utama PT. Bank Mega Syariah Cabang Malang). Jurnal Manajemen Pemasaran, 8(1), 1-14.

Siamat, D. (2005). Manajemen Lembaga Keuangan Kebijakan Moneter dan Perbankan (5th ed.). Jakarta: Lembaga Penerbit Fakultas Ekonomi Universitas Indonesia.

Sutanto. P., & dan Japarianto, E. (2013). Analisa Pengaruh Service Quality, Price dan Customer Relationship Terhadap Customer Loyality dengan Customer Satisfaction Sebagai Variabel Intervening di Rumah Makan Taman Handayani. Jurnal Manajemen Pemasaran, 1(2), 19.

Taleghani, M., Chirani, E., & Mirrashed, S. A. (2011). A conceptuality approach to relationship marketing and customers loyalty to banks. Journal of Basic and Applied Scientific Research, 1(11), Iran: Islamic Azad University.

Tjahyadi, R. A. (2010). Membangun Hubungan Jangka Panjang Pelanggan melalui Relationship Marketing. Jurnal Manajemen Pemasaran, 1(2), 110.

Too, L. H., Souchon, A. L., & Thirkell, P. C. (2000). Relationship marketing and customer loyalty in a retail setting: A dyadic exploration. Aston Bussiness School Research Institute, 1-36.

Utami, C. (2006). Manajemen Ritel Strategi dan Implementasi Ritel Modern. Jakarta: Penerbit Salemba Empat.

Yim, C. K., Tse, D. K., & Chan, K. W. (2008). Strengthening customer loyalty through intimacy and passion: Roles of customer—Firm affection and customer—Staff relationships in services. Journal of Marketing Research, 45(6), 741-756.

About | Terms & Conditions | Issue | Privacy | Contact us
Copyright © 2001 - David Publishing Company All rights reserved, www.davidpublisher.com
3 Germay Dr., Unit 4 #4651, Wilmington DE 19804; Tel: 001-302-3943358 Email: [email protected]