scholarly journals Serv Qual Parameters of Financial Institutions in Nanded District

2019 ◽  
Vol 8 (3S) ◽  
pp. 273-279
Keyword(s):  
Customer Satisfaction ◽  
Multiple Regression ◽  
Financial Institutions ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Retention ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Relative Importance

The customer satisfaction is very important parameter while studying marketing strategies. The customers are said to be satisfied if their needs, want and desires are fulfilled by the product. Hence this customer satisfaction leads to customer loyalty, customer retention and customer relationship management. The customer satisfaction is measured through linear or multiple regression through relative importance of each variable is understood in banks and NBFCs in Nanded district. For this purpose a sample has been drawn from managers, employees and customers of banks and non-banking financial companies respectively

scholarly journals EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT TO CUSTOMER RETENTION MEDIATED BY CUSTOMER SATISFACTION AND CUSTOMER LOYALTY

2021 ◽  
Vol 19 (4) ◽  
pp. 896-904
Author(s):  
Siti Zainut Tifliyah ◽  
◽  
Fatchur Rohman ◽  
Noermijati Noermijati ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
High Mobility ◽  
Customer Retention ◽  
Simple Random Sampling ◽  
Customer Relationship ◽  
Web Based ◽  
Research Criteria

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 with a simple random sampling method. The research instrument used was a questionnaire analyzed using SmartPLS 3.0 software. The results showed that CRM has a direct influence on customer retention. In addition, CRM indirectly affects customer retention through mediating variable customer satisfaction and customer loyalty. The next researcher can conduct further research with broader research objects, namely at the BTN Priority bank customers nationally, and can use web-based surveys to shorten the time in researching priority customers because priority customers have high mobility.

scholarly journals CUSTOMER LOYALTY PERSPECTIVE DEVELOPED FROM CUSTOMER COMMITMENT

2020 ◽  
Vol 1 (1) ◽  
pp. 20-26
Author(s):  
Denis Fidita Karya
Keyword(s):  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Market Competition ◽  
Relationship Management ◽  
Customer Retention ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Added Value ◽  
Customer Commitment

This article discusses various aspects of relationship marketing ranging from the benefits of customer retention marketing strategies for the survival of the company to developments that can be done to transform customer retention into customer loyalty. This article also discusses customer recall management as an effort to create and maintain customer loyalty. This is because the effort to create and maintain customer loyalty is an important capital for the company to be able to survive in an increasingly competitive market competition. This is relevant to the view that the main purpose of customer retention efforts is to create and develop relationships with customers based on added value. This article can be used as a basic perspective for further research that examines customer relationship management, especially in the aspect of developing customer loyalty.

scholarly journals THE ANTECEDENT OF CUSTOMER SATISFACTION

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Relationship Management ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.

How manufacturer market orientation influences B2B customer satisfaction and retention: empirical investigation of the three market orientation components

2015 ◽  
Vol 30 (2) ◽  
pp. 182-193 ◽  
Author(s):  
Chiquan Guo ◽  
Yong Wang
Keyword(s):  
Customer Satisfaction ◽  
Market Orientation ◽  
Customer Relationship Management ◽  
Customer Orientation ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Relationship ◽  
Content Type ◽  
Relationship Outcomes ◽  
Competitor Orientation

Purpose – This paper aims to examine how the three market orientation components (customer orientation, competitor orientation and interfunctional coordination) influence industrial manufacturers’ customer relationship management outcomes in a business-to-business (B2B) context. Design/methodology/approach – In linking market orientation components and their relationship outcomes, the authors examined the moderating effect of interfunctional coordination. The model was tested using data collected from 279 manufacturing firms in the USA. Findings – While customer orientation and competitor orientation both influence customer relationship outcomes, interfunctional coordination does not. However, interfunctional coordination lessens the positive relationships between customer orientation and customer retention as well as between competitor orientation and customer satisfaction. Although competitor orientation has a slightly stronger impact on customer satisfaction than customer orientation does, it only has an indirect relationship with customer retention through customer satisfaction. Originality/value – The findings illustrated the effects of the three components of market orientation on customer relationship outcomes within manufacturing-centered firms, and provided managerial implications to industrial manufacturers on market orientation implementation strategies in regard to successful B2B customer relationship management.

scholarly journals THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT, CUSTOMER SATISFACTION QUALITY OF SERVICE AND CUSTOMER LOYALTY (Empirical Study On Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah)

2019 ◽  
Vol 1 (2) ◽  
pp. 114-125
Author(s):  
Subaebasni ◽  
Henny Rinawati ◽  
Anoesyirwan Moeins
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Survey Method ◽  
Management Service ◽  
Corporate Travel

Every company should be able to understand the behavior of consumers in the target market because the survival of the company as an organization that seeks to meet the needs and desires of consumers rely heavily on the behavior of consumers. Through an understanding of consumer behavior, the management company can develop appropriate strategies and programs to take advantage of existing opportunities and outperform their competitors. Therefore, the quality of good service and build relationships with customers able to accomplish the goals of the company. It certainly needs to be an active part of all employees and those involved in the provision of services. (MORA, 2017). Based on the analysis and discussion that has been described on the effect of customer relationship management, service quality, and customer satisfaction to customer loyalty in Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah, it can be concluded that customer relationship management, service quality, and customer satisfaction proved to influence jointly on customer loyalty Corporate Travel Organizers Umrah and Hajj PT. Travel Albadriyah. As this study is descriptive and verification, using the survey method.

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