Relationship quality, on‐line banking and the information technology gap

In a world of escalating competitiveness, information technology (IT), such as online banking, and relationship marketing are becoming increasingly important to marketers. This paper investigates the impact of IT in a relationship marketing context. In particular it focuses on how customers use a combination of IT channels to interact with their financial service provider and how this interaction affects the relationship quality between the customer and the financial service provider. This study provides empirical evidence that indicates that those customers who do not exhibit an “IT gap” have more positive perceptions of their relationship with their financial service provider. These findings suggest that firms that fail to provide channels that their customers seek and value will find it more difficult to forge strong relationships with their customers – a critical condition for success in many of today’s industries.

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PENGARUH RELATIONSHIP MARKETING DAN RELATIONSHIP QUALITY TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PRODUK PARFUM MULEGH DI PURWOKERTO

Indonesian Journal of Strategic Management ◽

10.25134/ijsm.v1i1.844 ◽

2018 ◽

Vol 1 (1) ◽

Author(s):

Ilham Akbar

Keyword(s):

Customer Satisfaction ◽

Relationship Quality ◽

Relationship Marketing ◽

Customer Loyalty ◽

Structural Equation ◽

Marketing Relationship ◽

Negative Effect ◽

The Impact ◽

The Relationship ◽

Positive Effect

The research entitled �The Influence of Relationship Marketing and Relationship Quality Towards Customer Loyalty with Customer Satisfaction as The Intervening Variable on Mulleg Perfume Product in Purwokerto� aims to determine the impact of relationship marketing and relationship quality towards customer satisfaction and customer loyalty and to determine whether customer satisfaction could become the intervening variable. The hypothesis of this research is the relationship marketing has negative effect towards customer satisfaction, the relationship marketing has positive effect towards customer loyalty, the relationship quality has positively effect towards customer satisfaction, the relationship quality has positively effect towards the customer loyalty, and the customer loyalty could be able to mediate the influence of relationship marketing and relationship quality toward customer loyalty.� The analysis method that used on this research is the structural equation modeling.The results show that the relationship marketing has positive and significant effect towards customer satisfaction. It will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards customer satisfaction, so it will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship marketing has positive and significant effect towards customer loyalt. It will increase the customer loyalty of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards the customer loyalty. The Customer Satisfaction has positive and significant effect towards customer loyalty. The customer satisfaction could mediate the influence of relationship marketing towards the customer loyalty on Mulleg Aromatic perfume product in Purwokerto. The customer satisfaction could mediate the influence of relationship quality towards the customer loyalty of Mulleg Aromatic perfume product in Purwokerto.�Keywords : Relationship Marketing , Relationship Quality , Customer Satisfaction and Customer Loyalty�

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Fintech Indonesia User Legal Protection in Balance Borrowing Money Based on Information Technology

SHS Web of Conferences ◽

10.1051/shsconf/20185406003 ◽

2018 ◽

Vol 54 ◽

pp. 06003 ◽

Cited By ~ 1

Author(s):

Sulistyandari

Keyword(s):

Information Technology ◽

Law Enforcement ◽

Service Provider ◽

Financial Services ◽

Legal Protection ◽

Financial Service ◽

Financial Service Provider ◽

Settlement Of Disputes ◽

Settlement Of Dispute

The growth of FinTech companies in Indonesia is very rapid, currently, there are 142 FinTech Companies in Indonesia. The Financial Services Authority (OJK) continues to encourage the development of information technology-based financial service provider company (FinTech). OJK considers that the more number of FinTech companies, the better it would be. It is important to pay attention to legal protection for FinTech Users, because lending and borrowing services-based information technology has the potential to cause harm to FinTech users, besides being done online, the lender and recipient of the loan do not know each other, and there is no collateral in information technology-based lending and borrowing services. This paper discusses the legal protection of FinTech Users in information technology-based lending and borrowing services, and settlement of dispute in the event of a dispute between FinTech Companies and FinTech Indonesia Users. Legal protection for FinTech Users is provided in agreements made between FinTech Indonesia Companies and FinTech Users and law enforcement OJK Regulation No. 77/POJK.01/2016 The settlement of disputes by complaining to the FinTech Company, to the Financial Services Authority (OJK) or claiming through the General Court.

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The relationship between customer and financial service provider

Journal of Brand Management ◽

10.1057/bm.1999.14 ◽

1999 ◽

Vol 6 (4) ◽

pp. 258-269

Author(s):

Roger Jupp

Keyword(s):

Service Provider ◽

Financial Service ◽

Financial Service Provider ◽

The Relationship

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PENGARUH RELATIONAL BENEFITS TERHADAP RELATIONAL OUTCOMES BEHAVIORAL (WOM, TRUST&COMMITMENT) MELALUI SATISFACTION (SURVEI PADA NASABAH PT. BANK NEGARA INDONESIA WILAYAH JAKARTA)

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v3i1.481 ◽

2010 ◽

Vol 3 (1) ◽

pp. 77

Author(s):

Hielvita Ludiya

Keyword(s):

Relationship Marketing ◽

Service Provider ◽

Word Of Mouth ◽

Service Industries ◽

Customer Relationship ◽

Social Benefits ◽

Financial Service Provider ◽

Relational Benefits ◽

Relational Outcomes ◽

The Relationship

The background of this research was to prove the relationship marketing as approaches for attract, maintain and enhance customer relationship and to build competitive advantages strategy. To pass relationship marketing mainly concentrated on analysis of benefits (relational benefits). PT. Bank Negara Indonesia as financial service provider makes relationship with their partner, in there many problem in those relationship. The objective of this research is know the influence of perceived relational benefits on relational outcomes behavioral (word of mouth, trust&commitment) to pass satisfaction during in PT. Bank Negara Indonesia toward the reality act of the PT. Bank Negara Indonesia service. In the highly competitive service industries such as bank, it is very essential to encourage the patterns of continuous the repurchase and to retain customers. This may be achieved through the quality of the relationship that was established between the service provider and the customer’s. The design of this research applies a survey toward unit of analysis on PT.Bank Negara Indonesia to interview the customers for testing hypothesis. Mean while the required data consist of eight variables; confidence benefits, social benefits, convenience benefits and employee’s social regard attribute as independent variables, satisfaction as intervening variable and word of mouth, trust and commitment as dependent variable. The design of this research applies the Likert-scale for the 5 point measurement which means strongly agree and 1 point is for strongly disagree. The aggregate numbers of customer being respondent of the study are 170. The result of this research conclude that two variable of relational benefits which is confidence benefits and employee’s social regard effecting to satisfaction. Meanwhile two variable, social benefits and convenience benefits didn’t effecting to satisfaction. And then satisfaction effecting to word of mouth, trust and commitment. Keywords : Service industries, Customer satisfaction, Individual perception, Customer relations

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Relationship dynamics in customer loyalty to online banking services

Journal of Islamic Marketing ◽

10.1108/jima-09-2019-0183 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Akram Garepasha ◽

Samad Aali ◽

Ali Reza Bafandeh Zendeh ◽

Soleyman Iranzadeh

Keyword(s):

Life Cycle ◽

Relationship Quality ◽

Relationship Marketing ◽

Customer Loyalty ◽

Online Banking ◽

Relationship Dynamics ◽

Banking Services ◽

Content Type ◽

Long Run ◽

The Relationship

Purpose The purpose of this paper is to investigate the effect of service quality and relationship quality on customer loyalty in different stages of the relationship life cycle in online banking services. Design/methodology/approach A total of 651 Iranian online banking customers participated in the research by completing questionnaires. The research hypotheses were tested using structural modeling technique. Findings The results showed that the relationship quality on customer loyalty in online banking services is affected by the relationship life cycle. The results also showed that online service quality, in the form of Utilitarian quality and Hedonic quality, has a positive effect both directly and indirectly on customer loyalty through online relationship quality. Research limitations/implications In this paper, the relationship dynamics was achieved through adding the relationship life cycle variable to the model. However, the study was a cross-sectional research and different results might be obtained if data was collected longitudinally. Practical implications In an online banking service, the role of relationship quality in the prediction of customer loyalty is reduced as the relationship ages. Therefore, marketers need to consider other marketing actions to continue their relationship with the customer in the long run. Originality/value This paper examines customer loyalty to online banking services from dynamic perspective by introducing relationship life cycle as a moderating variable for the first time. Therefore, the main contribution of this paper is to develop the relationship marketing literature in the field of relationship dynamics and to challenge the effectiveness of relationship marketing in the long run.

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Customer relation management of financial service provider for people entrepreneurship credit sustainability in Indonesia

IOP Conference Series Earth and Environmental Science ◽

10.1088/1755-1315/716/1/012108 ◽

2021 ◽

Vol 716 (1) ◽

pp. 012108

Author(s):

Rofikoh Rokhim ◽

Iin Mayasari ◽

Permata Wulandari

Keyword(s):

Service Provider ◽

Financial Service ◽

Financial Service Provider ◽

Customer Relation Management

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How Does Suppliers’ Fairness Affect the Relationship Quality of Agricultural Product Supply Chains?

Journal of Food Quality ◽

10.1155/2018/9313068 ◽

2018 ◽

Vol 2018 ◽

pp. 1-15 ◽

Cited By ~ 1

Author(s):

Yuling Sun ◽

Zehua Liu ◽

Hui Yang

Keyword(s):

Relationship Quality ◽

Structural Equation ◽

Procedural Fairness ◽

Agricultural Product ◽

Fairness Perception ◽

Positive Effects ◽

Distributive Fairness ◽

Study Results ◽

The Impact ◽

The Relationship

Although many studies have suggested that the relationship between different supply chain members significantly affects agricultural product quality, suppliers’ perceptions of fairness, which greatly influence their decisions on building the relationship quality, are often overlooked. Particularly, the empirical evidence to investigate the impacts of suppliers’ fairness on the relationship quality and the factors that affect the suppliers’ fairness is missing, and therefore this knowledge gap needs to be filled by new research. Herein, we conducted a survey of 450 agricultural product suppliers and systemically analyzed the impact of antecedents on fairness perception and the impact of fairness perception on relationship quality. In addition, we developed a structural equation model and found that information sharing and price satisfaction had significantly positive effects on procedural fairness and distributive fairness, respectively. Furthermore, our studies demonstrated that procedural fairness is more important in improving the relationship quality than distributive fairness. However, supplier dependence is another important impact factor, and it greatly decreases the positive effects of suppliers’ fairness on relationship quality. In summary, the study results provide several managerial implications and extend our understanding of the importance of suppliers’ fairness in the relationship quality, which involves product development with respect to the supplier’s performance.

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