scholarly journals The effect of relationship marketing on customer satisfaction in insurance agencies

2021 ◽  
Vol 9 (4) ◽  
pp. 1300-1314
Author(s):  
Davut Karaman
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Reliability And Validity ◽  
Survey Method ◽  
Four Dimensions ◽  
Relational Marketing ◽  
Package Program ◽  
The Mean ◽  
Car Insurance ◽  
Positive Effect

The research aims to determine the effect of relational marketing on customer satisfaction in insurance agencies. The research is a quantitative study, and the survey method was used. The applied questionnaire was composed of scales whose reliability and validity was proven in the literature. In this context, the data for the research was obtained by questionnaire from consumers in Antalya between September-November 2019 and using home or car insurance services in insurance agencies. The data obtained from the questionnaires conducted with 461 participants were evaluated in the SPSS 25.0 package program, and regression analyses were carried out in line with the research purpose. First, the scale was subjected to factor analysis, and Cronbach Alpha values were calculated. According to the results, the scale is reliable and valid. Then, the means of the scale items were calculated. According to the results of the mean analysis, it can be said that the perceptions of the participants regarding the competence of the insurance agency they receive service from are higher than the other dimensions. According to the results of the regression analysis, trust, communication commitment, and competence, which are four dimensions of relational marketing in insurance agencies, have a positive effect on customer satisfaction.

The Impact of corporate social responsibility (CSR) and relationship marketing on relationship maintainer and customer loyalty by mediating role of customer satisfaction

2018 ◽  
Vol 4 (4) ◽  
pp. 19-24
Author(s):  
Anam Bhatti ◽  
Sumbal Arif ◽  
Marium Marium ◽  
Sohail Younas
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Research Strategy ◽  
Equation Modeling ◽  
Survey Method ◽  
Research Approach ◽  
Questionnaire Method ◽  
The Impact

CSR has become one of the imperative implements in satisfying customers. The impartial of this research is to calculate CSR, relationship marketing, and customer satisfaction. There is no more study accompanied in Pakistan to quantify the effect of CSR and relationship marketing on the relationship maintainer and customer loyalty. To find out deductive approach and survey method is used as research approach and research strategy respectively. This research design is descriptive and quantitative study. For data, collection questionnaire method with semantic differential scale and seven point scales are adopted. Data has been collected by adopting the non-probability convenience technique as sampling technique and the sample size is 400. For factor confirmatory factor analysis, structure equation modeling and medication analysis, regression analysis Amos software were used. Strong empirical evidence supports that the customer’s perception of CSR performance is highly influenced by the values

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

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�

scholarly journals PERAN MEDIASI KEPUASAN PELANGGAN PADA PENGARUH E-SERVICE QUALITY, PERSEPSI HARGA, DAN PROMOSI PENJUALAN TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 10 (2) ◽  
pp. 249
Author(s):  
Risa Septiani ◽  
Nurhadi Nurhadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Sales Promotion ◽  
Survey Method ◽  
Validity And Reliability ◽  
Online Questionnaire ◽  
Price Perception ◽  
Positive Effect

This study aim was to determine the effect of e-service quality, price perception, and sales promotion on customer loyalty through customer satisfaction on Gojek customers in Yogyakarta. This research is a quantitative study with survey method. The population in this study were Gojek customers in Yogyakarta. The sampling technique used was purposive sampling, with a total sample of 235 respondents. The technique of collecting data used an online questionnaire that has been tested for validity and reliability. The data analysis technique used to test the hypothesis was bootstrapping method using macro PROCESS by Andrew F. Hayes. The results of this study show that there is a positive effect of e-service quality on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of price perception on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of customer satisfaction on the loyalty of Gojek Yogyakarta customers, there is a positive effect of e-service quality on the loyalty of Gojek Yogyakarta customers, there is a positive effect of price perception on the loyalty of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the loyalty of Gojek Yogyakarta customers, and there is the effect of e service quality, price perception, and sales promotion on customer loyalty through Gojek Yogyakarta customer satisfaction, as evidenced by the e-service quality variable mediation coefficient of 0,0442; the mediation coefficient of price perception variable is 0,0404; and the mediation coefficient of sales promotion variable is 0.0676.

scholarly journals Aplicación de la mercadotecnia relacional en una empresa de venta de café de Baja California

2017 ◽  
Vol 30 (71) ◽  
Author(s):  
Isaac Cruz Estrada
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Baja California ◽  
Empirical Studies ◽  
Relational Marketing ◽  
Marketing Process ◽  
The Creation ◽  
Estudio De Caso

El objetivo de esta investigación es proponer un proceso de mercadotecnia relacional en una empresa de venta de café en Baja California, como estudio de caso. Primero se conceptualiza la mercadotecnia relacional y su contribución para la creación de valor en las organizaciones, además se incluyen estudios empíricos de diversos autores, quienes señalan la influencia de este proceso en la satisfacción del cliente. Se aplicaron 149 encuestas para obtener la correlación entre la garantía de ofrecer un producto o servicio, y la generación de valor mediante la entrega de elementos tangibles e intangibles para la satisfacción del cliente. La propuesta pertenece a la empresa en la que se realizó la investigación, y es posible adaptarla a organizaciones que ofrezcan un servicio, que presenten la situación estudiada.Implementing relational marketing in a coffee selling company in Baja CaliforniaThe aim of this investigation is to propose a relationship marketing process in a coffee selling company in Baja California as a case study. First, relationship marketing is conceptualized and its contribution to the creation of value in organizations is analyzed; moreover, empirical studies from various authors, who point out the influence of this process on customer satisfaction, are included. 149 surveys were conducted in order to obtain the correlation between the guarantee to offer a product or service and value generation by delivering tangible and intangible elements for customer satisfaction. This proposal belongs to the company where the research was carried out; it can be adapted to organizations which offer a service and are in the situation studied.

scholarly journals Studi Kepuasan Nasabah PT. Bank Negara Indonesia (Persero), Tbk Kantor Cabang Pembantu UPI Bandung

2019 ◽  
Vol 16 (1) ◽  
pp. 29-38
Author(s):  
Dedy Ansari Harahap ◽  
Dita Amanah
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Positive Impact ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Sampling Techniques ◽  
Probability Sampling ◽  
Independent Variables ◽  
Relational Marketing ◽  
The Impact

ABSTRAK Relationship marketing merupakan strategi pemasaran yang bertujuan untuk membangun hubungan dengan nasabah yang harus diadopsi oleh industri perbankan. Tujuan penelitian ini untuk menentukan dampak pemasaran relasional melalui dimensi komitmen, empati dan timbal balik terhadap kepuasan nasabah. Pendekatan kuantitatif dengan tipe penelitian eksplanatori digunakan pada penelitian ini. Jumlah sampel sebanyak 90 responden yang dipilih secara acak dengan teknik sampel non probability sampling. Kuesioner digunakan sebagai instrumen untuk mengumpulkan data dengan skala Likert sebagai pengukurannya dan kemudian dianalisis dengan metode analisis regresi linier berganda. Penelitian ini menemukan bahwa dimensi pemasaran relasional memiliki dampak positif terhadap tingkat kepuasan nasabah. Nilai R2 yang dihasilkan adalah sebesar 0,469 atau 46,90%. Artinya pengaruh variabel bebas (komitmen, empati dan timbal balik) terhadap variabel terikat (kepuasan nasabah) adalah sebesar 46,90% dan sisanya sebesar 53,10% dipengaruhi oleh variabel lain di luar studi ini. Kata Kunci: Komitmen, Empati, Timbal Balik, Kepuasan Nasabah, Bank ABSTRACT Relationship marketing is a marketing strategy that aims to build relationships between banks and customers that must be adopted by the banking industry. The purpose of this study is to determine the impact of relational marketing through the dimensions of commitment, empathy and reciprocity to customer satisfaction. The quantitative approach with the type of explanatory research was used in this study. The number of samples was 90 respondents who were randomly selected using non probability sampling techniques. The questionnaire was employed as an instrument to collect data with a Likert scale as a measurement and then analyzed by multiple linear regression analysis methods. This study found that the dimensions of relational marketing have a positive impact on the level of customer satisfaction. The value of R2 produced is equal to 0.469 or 46.90%. This means that the influence of independent variables (commitment, empathy and reciprocity) on the dependent variable (customer satisfaction) is 46.90% and the remaining 53.10% is influenced by other variables outside of this study. Keywords: Commitment, Empathy, Reciprocity, Customer Satisfaction, Bank

scholarly journals The Influence of Food & Beverage Quality, Service Quality, Place, and Perceived Price to Customer Satisfaction and Repurchase Intention

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
REZHA ARLANDA BERLIANSYAH ◽  
AGUS SUROSO
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Equation Model ◽  
Survey Method ◽  
Quality Service ◽  
Repurchase Intention ◽  
Perceived Price ◽  
Food And Beverage ◽  
Positive Effect

This type of the research is case study with survey method by using questionnaire as a toolof data collection. The study was conducted in Purwokerto area. There are many varioustype of culinary business, such as cafe, restaurant, foodstreet, foodcourt, etc. But one of themost popular in the society now is cafe and restaurant. One of the new cafe and resto thathad been just found in Purwokerto is Level Up. As a new arrival, Level Up have a uniqueconcept, place, foods and beverages, and also the services that can attract young adult inPurwokerto to visit Level Up. But, there was a decrease in the customers who visited LevelUp after a year of standing and the problem that faced by Level Up become a businessphenomenon. Based on the problems above, this research was conducted to analyze thefood and beverage quality, service quality, place, and perceived price to customersatisfaction and repurchase intention. Respondents of this research are 165 respondentscame from consumers in Purwokerto who have been visited Level Up Purwokerto. Thisresearch uses SEM (Structural Equation Model) as analysis tools technique. Statisticalsoftware SPSS is used to analyze the data. The result of hypothesis testing using T-test is inthe following: (1) Food and beverage quality has positive effect on customer satisfaction. (2)Service quality has positive effect on customer satisfaction. (3) Place has a positive but nosignificant effect on customer satisfaction. (4) Perceived price has a positive effect oncustomer satisfaction. (5) Customer satisfaction has a positive effect on repurchaseintention.

Dimensions of CRM Effectiveness and its Effect on Relationship Quality

2012 ◽  
Vol 3 (1) ◽  
pp. 1-17 ◽  
Author(s):  
C. J. Padmavathy ◽  
V. Sivakumar
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Effectiveness ◽  
Four Dimensions ◽  
Customer Commitment ◽  
Customer Trust ◽  
Technology Focus ◽  
Positive Effect

Despite numerous studies in customer relationship management (CRM), research into CRM effectiveness is limited. The purpose of this study is to first identify the dimensions of customer relationship management effectiveness (CRME) and then investigate the effect of CRME dimensions on customer satisfaction, customer trust and customer commitment. Based on a sample of 458 Indian retail bank customers, the study has identified four dimensions of CRME, namely, reliability, process focus, customer focus and technology focus. It is found that CRME dimensions positively influence customer satisfaction; customer satisfaction positively affects customer trust and customer trust has positive effect on customer commitment. The study findings imply bank mangers that orchestration of all the four dimensions will increase the effectiveness of CRM practices and foster in enduring relationship with customers.

Investigating the Effect of Service Quality, Mental Image, Trust and Environment Brand on Emotional Satisfaction and Commitment

2019 ◽  
Vol 10 (1) ◽  
pp. 171
Author(s):  
Yousef Mirzaei SHIRI ◽  
Vahideh ALIPOOR ◽  
Hossein AZIMI
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Mental Image ◽  
Reliability And Validity ◽  
Equation Model ◽  
Descriptive Research ◽  
Emotional Commitment ◽  
Positive Word Of Mouth ◽  
Positive Effect

The superior service quality enables an economic unit to distinguish itself from other competitors and compared with them, gain a series of competitive advantages. Increasing the service quality will increase customer satisfaction, followed by increasing positive word of mouth (WOM), reduced staff turnover and improved financial performance of the company. The aim of this study is to find the relationship between different elements of long-term cooperation between banks and customers. The research method is a survey-descriptive research and data collection tool is a standardized questionnaire that is localized and its reliability and validity have been reaffirmed. The statistical society of this study was all customers of Tejarat, Saderat, Eghtesade Novin banks in Zanjan and the questionnaires were distributed randomly among 400 customers of these banks. The conceptual model of the research processed using the structural equation model in PLS software. Findings showed that quality of services, mental image, trust and environment brand have a positive effect on customer satisfaction and emotional commitment. Also, customer satisfaction and emotional commitment have a positive effect on behavioral tendencies.

scholarly journals Peranan Customer Satisfaction dan Customer Commitment terhadap e-WOM dalam Pengguna Aplikasi Gopay di Yogyakarta

2021 ◽  
Vol 6 (1) ◽  
pp. 1-14
Author(s):  
Valinda Carolina De Quelyu ◽  
Singgih Santoso
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Model ◽  
Survey Method ◽  
Customer Commitment ◽  
Consumer Commitment ◽  
And Gender ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

  Customer satisfaction that takes place consistently will make consumers have a commitment to a brand and can further encourage promotion through word of mouth activitie. The purpose of this study was to determine the effect of customer satisfaction on customer commitment, and the impact on consumer commitment to do e-wom activities. This research uses Gopay service as the research object and gender as the moderating variable. With the survey method on 377 respondents and the structural model testing hypotheses process, the results show that consumer satisfaction has a positive effect on consumer commitment, and consumer commitment has a positive effect on e-WOM activities; while gender is proven to moderate the relationship between these variables.  

scholarly journals PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN KEPUASAN PELANGGAN TERHADAP RETENSI PELANGGAN STUDI KASUS ROTI BAKAR 88 PASAR LAMA TANGERANG

2020 ◽  
Vol 24 (2) ◽  
pp. 24-33
Author(s):  
Lina Anggraini ◽  
Hadi Suharno ◽  
Umi Kulsum
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Retention ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Survey Method ◽  
Significant Positive Effect ◽  
Quality Of Products ◽  
Positive Effect

This research was done to analyze the effect of variable (X1) quality of service to the variable (Y) that is customer retention, the influence of variables (X2) is the quality of products to variable (Y) that is customer retention, , the influence of variables (X3) is the customer satisfaction to variable (Y) that is customer retention and the effect of variable (X1) which is variable quality Comfort , variable (X2) is the quality of the product and variabel (X3) is the customer satisfaction simultaneously to variable (Y) customer retention. This research was conducted using a survey method. The population in this study is that consumers Roti Bakar 88  Pasar Lama Tangerang. Sampling with 100 respondents conducted by random sampling technique. While the analysis is done with the data, the classic assumption test hypothesis testing, validity, reliability, multiple regression analysis, multiple correlation analysis, and analysis of the coefficient of determination (R ²). Based on data analysis performed in this study, it can be concluded that the variable (X1) quality of service and significant positive effect on the variable (Y) is 38% of customer retention. Variable (X2) is the product quality and significant positive effect on the variable (Y) is 11% of customer retention, Variable (X3) is the customer satisfaction and significant positive effect on the variable (Y) is 18% of customer retention. F-count value is greater than the value of 798,01 F-table is 0,39. So Ho rejected and Ha accepted. The rest was influenced by other variables not examined in this study.

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