scholarly journals Identifying How Customer’s Loyalty and Retention Influences Relationship Marketing in A Hotel Industry

2021 ◽  
Vol 9 (6) ◽  
pp. 141-152
Author(s):  
P. Ravindran Pathmananathan ◽  
Khairi Aseh

In today's diverse global market place, relationship marketing has been recognised as an excellent way to develop an exclusive long-term relationship with their clients. Many organizations, on the other hand, struggle to systematically measure and monitor customer retention and the factors that influence it. Personal connection and service quality are becoming increasingly important to a growing number of businesses. The aim of this research is to emphasize the significance of personal connection and service quality in the service industry. This research was conducted using a questionnaire that was distributed to 200 hotel guests in urban areas such as Georgetown and Penang. It can be concluded that customer loyalty and customer retention play an important role in relationship marketing. As a result, the higher the degree of personal connection and service quality, the more likely it is that a customer will return to the hotel and recommend it to others. 

2021 ◽  
Vol 9 (6) ◽  
pp. 191-202
Author(s):  
P. Ravindran Pathmananathan ◽  
Khairi Aseh

Relationship marketing has been recognised as an excellent way to build an exclusive long-term relationship with their customers in today's dynamic global industry.However, many institutions fail to systematically gauge and track customer satisfaction and the factors shaping it. An increasing number of institutions are making customer satisfaction a main concern. The aim of this study is to highlight the importance of customer satisfaction in the service industry.This study was carried out via a questionnaire involving 200 customers of hotel located in urban areas namely, Georgetown, Penang. It can be concluded that there is a positive relationship between customer satisfaction and customer retention. Thus,the higher the level of customer satisfaction the higher the likelihood a customer will repeat staying at the hotel and recommend hotels to others.


2021 ◽  
Vol 9 (6) ◽  
pp. 178-190
Author(s):  
P. Ravindran Pathmananathan ◽  
Khairi Aseh

Relationship marketing has been recognised as an excellent way to build an exclusive long-term relationship with their clients in today's dynamic global marketplace. Personal connection is becoming increasingly important to a growing number of businesses. A unit trust is an unincorporated common store structure that enables assets to hold resources and give benefits that go directly to singular unit proprietors as opposed to reinvesting them once again into the reserve.The aim of this research is to emphasise the significance of personal connection and unit trust in the service industry. This research was conducted using a questionnaire that was distributed to 200 customers of unit trust agents in Penang. It can be concluded that relationship marketing is essentially corresponded with personal connection and consumer loyalty as well as client retention.


Author(s):  
Bhawana Sharma ◽  
Tulika Sood

A paradigm shift has occurred in the concepts of marketing from the production concept to the societal concept. A prominent concept today is the customer concept, which aims to build loyalty and lifetime value by creating, maintaining, and enhancing relationships with the customer by addressing individual customer needs. Relationship marketing is a bifurcation from the customer concept, which seeks to earn and retain long-term preferences, business, and ultimately, a marketing network. In relationship marketing, both parties collaborate on identifying needs to fulfill. Immediate sales are not of prime concern in this model. Organizations should understand the fact of when–and how–to use relationship marketing. The five R’s of Relationship Marketing are Relationship, Realization, Response, Relevance, & Respect. This case study addresses relationship marketing focusing on a service industry (i.e. Insurance Industry). A Sales representative needs to bond well with all his clients in order to be able to meet their expectations as required. Therefore, an employee with good PR skills is sure to climb the ladder of success. The protagonist in the case study, Mr. Sahil Sharma, an Employee of AFRO-INDIA Insurance Ltd., guides and trains his entire team to build, maintain, and enhance their relationship with their clients. This will not only make the clients loyal to the organization, but also will also make them brand ambassadors through word of mouth.


Tekstilec ◽  
2020 ◽  
Vol 63 (4) ◽  
pp. 242-255
Author(s):  
Bestoon Othman ◽  
◽  
He Weijun ◽  
Zhengwei Huang ◽  
Jing Xi ◽  
...  

An increasing number of new Chinese clothing store brands are selling and offering similar products and services and consequently clothing store brand providers must compete to survive in this industry. They need to focus on customers’ special needs and preferences to maintain and retain a long-term relationship. The objective of this study is thus to examine the relationship between service quality and customer retention for clothing store brands in China, and the mediated effect of service value in the relationship between service quality and customer retention for clothing store brands in China. A quantitative research for data collection was implemented. As many as 385 questionnaires were collected by the professor, PhD students, MSc students and BSc students of different nationalities in China. The data was analysed using SmartPLS and SPSS software. Customer perception of the quality of a service product in all sizes has a beneficial effect on customer retention. Service value affects customer retention positively. Practical implications for the target market of the clothing sector should be focused on young individuals aged 36 to 45 years, holding a Master’s degree and earn more than €1,000/month. Findings indicated significant and direct relationships between service quality, service value and customer retention. It was also found that service value has a full mediated effect. This study will be of interest to the clothing store brands in understanding how service quality is essential for maintaining a long-term relationship with customers.


2021 ◽  
Vol 9 (6) ◽  
pp. 153-167
Author(s):  
P. Ravindran Pathmananathan ◽  
Khairi Aseh

ABSTRACT Relationship Marketing has been perceived as an incredible method to fabricate a restrictive long haul relationship with their customers in the present powerful worldwide commercial center. Service quality is becoming increasingly important to a growing number of businesses. A unit trust's prosperity relies upon the skill and experience of the organization that oversees it. The aim of this research is to emphasise the significance of service quality in unit trust industry. This research was conducted using a questionnaire that was distributed to 200 customers of unit trust agents in Penang. It can be concluded that relationship marketing is essentially corresponded with service quality and consumer loyalty as well as client retention.


Author(s):  
Yakup Durmaz ◽  
Habip Güvenç ◽  
Selman Kaymaz

The purpose of this study is to explain the concept and benefits of relationship marketing. The relationship marketing term that includes establishing short, medium and long-term ties-relationships with the customers, continuing and developing these relationships was first introduced by Berry in 1983. The concept of relationship marketing is a vital and important step in ensuring profit satisfaction and customer satisfaction in recent years, as well as achieving competitive advantage in the global market. Almost all of the big corporate enterprises in our country have turned to relationship marketing models and practices on issues such as ensuring customer satisfaction, determining customer expectations, product development, strengthening customer loyalty, product development and product differentiation.


Author(s):  
Michael Thorpe ◽  
Sumit Mitra

The phased development of Dubai’s transport and logistics sector over the past several decades has culminated in the establishment of a major regional commercial hub, a so-called “aerotropolis”. Although a work-in-progress, several stages of this long-term project are already operational, and construction remains ongoing. The future success of this government project is unclear. In the public sector, there exist major challenges, some reflective of the need to efficiently manage and coordinate such a huge undertaking while others stem from the uncertainties of a competitive global market-place. For individual companies and industries (public and private) looking to participate and commit to the venture, a number of issues need to be addressed in the formulation of business strategies.


2021 ◽  
Vol 4 (4) ◽  
pp. 68-81
Author(s):  
Glory S.E. ◽  
Idorenyin U.E. ◽  
Edim E.J. ◽  
Sarah E.

This study centered on the effect of relationship marketing on customer retention in the telecommunications industry. It was conducted to assess the effects of customer care, communication, trust-building and service quality on customer retention in the telecommunications context. The study adopted survey research design. A structured questionnaire was used to obtain primary data from 198 customers of MTN Nigeria Plc and Globacom Nigeria Plc in Calabar. The data were analyzed and interpreted using descriptive statistics, while the hypotheses developed for the study were tested using multiple linear regression. Consequently, the findings of the study revealed that customer care, communication, trust building and service quality had significant positive effects on customer retention of telecommunication firms in Calabar. Therefore, the study recommended that: telecommunications companies should strengthen their customer care capability by using trained service professionals to elicit and promptly resolve customers enquiries and complaints; telecommunications companies should improve communications with customers by opening up more channels such as phone calls, direct messaging, social media and email through which information can be transmitted to subscribers to enhance informed patronage decisions; and it is imperative for telecommunications companies to consolidate customers’ trust in their delivery capabilities by demonstrating through effective service delivery that they are capable of satisfactorily meeting the service needs of subscribers.


2020 ◽  
Vol 6 (4) ◽  
pp. 1287-1295
Author(s):  
Chim Weng Kong ◽  
Maria Abdul Rahman

This conceptual paper explores the contribution of service quality on banks’ customer retention. Customer is the core factors to any business industry and there is no exception for the banking industry. Customers will only retain with the same bank provided there is a quality service. Service comes in the form of how the bank’s employee treats the customers and from physical facilities and other tangibles used in banking transactions. Contribution of service quality is indefinite and without it, firm’s business will lose out to other banks. Banks not only compete with other banks but banks’ branches as well. The importance of the banking business cannot be neglected as it has contributed to Malaysia Gross Domestic Products in term of service industry. Service is not similar with goods or physical products as it is intangible and only can be experienced during the process of selling or buying. Good quality service must be prioritized in helping retaining customers even with the Industrial Revolution 4.0 where it is “a mechanism that is controlled or monitored by computer-based”. Contribution of human capital which is cannot be separated in term of knowledge, friendly approach and ethical help in delivering quality service. One of the methods can be applied by the bank is the commitment of monitoring and servicing customer requirements to deliver high levels of service quality for total customer satisfaction.


1998 ◽  
Vol 20 (1) ◽  
pp. 41 ◽  
Author(s):  
P Ellyard

On the threshold of the new millennium the world is being changed by the combined forces of globalisation, tribalisation and technological change. A new interdependent planetary society is emerging. This paper describes the nature of this emerging planetary society, the forces which are creating it, and a new paradigm called Planetism which will accompany its birth. The values of Planetism, the values of the 'Spaceship Culture', will dominate by about the year 2020, and will shape the global market place of the early 21st century. The development of Planetism is slowly replacing the Modernist culture which has dominated most of the 20th century. While the urban areas have mostly moved on to Planetism, the cosmonaut culture, most of our rangelands are still dominated by Modernism, the Cowboy Culture. However, every year there are more cosmonauts and fewer cowboys. If we are to improve effective communication between the city and the bush over the management of rangelands, it is important to understand the mindsets of both the city and the bush. While there are cowboys in the city there is a much higher proportion of them in the bush. Much of the conflict over the rangelands is due to the fact that the city looks at the rangelands from a cosmonaut perspective, while the bush looks at the same rangelands from a largely cowboy perspective. Many people in the rangelands see themselves as making a stand against rampant cosmonautisation. Many of the cowboys of the rangelands are still locked into the old modernist mindset, based on the superiority of western values, culture, science and technology and an endlessly expanding frontier. The city has moved on into Post Modernism and is busy synthesising values from a wide range of cultures other than the western dominant culture. The outcome of this synthesis will be Planetist. The people of the cities have become interested in the culture of the Australian Aborigine, whereas those in the bush, while mindful of this culture tend to still look at it with a paternalist and Modernist mindset. The global adoption of the Spaceship Culture and of its paradigm, Planetism, is both inevitable and desirable. We need to adopt processes to reconcile the city and the bush by easing the bush into the world of the cosmonaut, while reassuring the bush that these changes are necessary and are not necessarily threatening. Those in the bush who are taking Custer's Last Stand against perceived threats such as Wik need to be reassured that the future is not so bleak. The dominant mindsets of the bush leadership is engendering a bleak cowboy 'battlers' outlook. While these mindsets persist, reconciliation of city and bush will be difficult. Key words: Modernism, Planetism, cosmonaut, cowboy, indigenous


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