CUSTOMER RELATIONSHIP MARKETING AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY

2018 ◽  
Vol 1 (1) ◽  
pp. 265-272
Author(s):  
Tajudeen Abayomi OLUMOKO
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Paradigm Shift ◽  
Banking Industry ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Positive Effects ◽  
Customer Relationship Marketing ◽  
Descriptive Survey ◽  
Nigerian Banking

Marketing in the banking industry has witnessed a paradigm shift in orientations from transaction marketing to relationship marketing. Today, banks are working in extremely competitive and rapidly dynamic work environment which has necessitated the focus on responding to customers’ needs satisfactorily. This study examined the effect of customer relationship marketing on customer satisfaction of the Nigerian banking industry, with reference to First Bank of Nigeria. The study adopted a descriptive survey research design and a well organized structured 5 Point likert scale questionnaire was distributed among two hundred (200) selected customers of First Bank of Nigeria using accidental sampling technique. The result of the study using regression analysis show that customer relationship marketing has significant effect on customer satisfaction since 84.6% of variance recorded in customer satisfaction is traceable to the practice of customer relationship marketing (R2 = 0.846, p < 0.05).The study also discovered that trust, commitment and communication have positive effects on customer satisfaction. Based on these findings, the study therefore recommended that there is a need for banks to develop a good customer relationship with their customers by periodically training employees on building enduring customer relationship.

STRATEGI PROMOSI UNTUK MENJAGA HUBUNGAN DENGAN WISATAWAN DI KAWASAN WISATA KUTA PADA ERA NEW NORMAL

2021 ◽  
Vol 20 (2) ◽  
pp. 114-123
Author(s):  
Anak Agung Ananda Pradnya Pramitha
Keyword(s):  
Relationship Marketing ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Promotion Strategy ◽  
New Normal ◽  
Customer Relationship Marketing ◽  
Qualitative Descriptive ◽  
To Come ◽  
The Right

This research aims to create an integrated promotional strategy to maintain relationships with tourists in kuta tourism area in the new normal era. The strategy was formed using a reference from Customer Relationship Marketing (CRM). Customer Relationship Marketing (CRM) is a marketing activity that aims to find, establish and maintain relationships with customers. Data collection techniques are carried out through documentation, literature studies, observations and interviews. The sampling technique used is Purposive Sampling. The data obtained is analyzed using qualitative descriptive analysis techniques. Based on the research that has been done formed several strategies that can be used to maintain good relationships with tourists or customers. The strategies are grouped into 4 categories. The four categories are trust, commitment, communication and problem handling. In these circumstances maintaining a relationship with a traveler or customer is very important. The right strategy is needed so that when the tourism gate has reopened, then tourists or customers will not be reluctant to come visit. Keywords : Promotion Strategy, CRM, Kuta Tourist Area, New Normal

scholarly journals THE INFLUENCE OF SELF-SERVICE TECHNOLOGY AND CUSTOMER RELATIONSHIP MARKETING ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION

2021 ◽  
Vol 19 (1) ◽  
pp. 217-228
Author(s):  
Runita Kartika Sari Girsang ◽  
◽  
Sumiati Sumiati ◽  
Achmad Helmy Djawahir ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Quantitative Research ◽  
Customer Relationship ◽  
Research Approach ◽  
Customer Relationship Marketing ◽  
Self Service ◽  
Self Service Technology

The purpose of this study is to explain the effect of self-service technology and customer relationship marketing on customer loyalty mediated by customer satisfaction. This research is quantitative research with an explanatory research approach. This research was conducted on customers who have an account at PT. Bank Central Asia, Tbk Tulungagung Branch, a minimum of three years is 82 respondents. Data collection uses questionnaires, documentation, and interviews with SmartPLS version 3.0 analysis tools. The result of the research shows that the direct influence of self-service technology influence on customer satisfaction and the influence of self-service technology on customer loyalty has a significant influence. The influence of customer relationship marketing on customer satisfaction and the influence of customer relationship marketing on customer loyalty has a significant influence. And, the effect of customer satisfaction on customer loyalty has a significant influence. The results of research for indirect influence, namely the influence of self-service technology on customer loyalty through customer satisfaction and influence customer relationship marketing to customer loyalty through customer satisfaction has mediation relationship. The next researcher needs to re-analyze self-service technology, customer relationship marketing as a variable that can increase customer loyalty in other companies that show different characteristics of the subjects of this study. Besides, it needs to be done on government bank customers who have certain characteristics, so that research can be generalized, namely to private companies or government companies.

scholarly journals Application of Customer Relationship Marketing Towards Customer Loyalty Through Trust in Bank

2020 ◽  
Vol 10 (2) ◽  
pp. 179-190
Author(s):  
Angga Ade Permana ◽  
Muhammad Firdaus ◽  
Muhaimin Dimyati
Keyword(s):  
Path Analysis ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Negative Influence ◽  
Customer Relationship ◽  
Variable Component ◽  
Customer Relationship Marketing ◽  
Long Run ◽  
Negative Effect

Customer relationship marketing as a strategy to build good relationships with customers in the long run by combining the ability to respond directly and to serve customers with high interaction. The purpose of this study is whether customer relationship marketing influences customer loyalty through trust, directly or indirectly.  The sampling technique that researchers took was Nonprobability sampling and using purposive sampling. The type of research method used in this research is path analysis, t-test, determination R2 . The path analysis results show that the variable component of customer relationship marketing which includes commitment and conflict handling has a significant direct relationship to trust and loyalty while communication does not have a negative influence or a negative effect on customer trust or loyalty

scholarly journals PENGARUH RELATIONSHIP MARKETING STRATEGY DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN BENGKEL MOBIL TOYOTA

2008 ◽  
Vol 1 (2) ◽  
pp. 01
Author(s):  
Marietje Carolien Nanulaitta
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Marketing Strategy ◽  
Relationship Marketing ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
Marketing Activities ◽  
Strongly Agree ◽  
Marketing Principles ◽  
The Impact

<p>The background of this research was customer relationship marketing and service quality of Firms have accepted that customer retention is even more profitable than customer attraction and we can observe the interest of firms in adopting relationship marketing principles and designing strategies to develop close and long-lasting relationships with the most profitable customers. The objective of the analysis of marketing activities and programs implemented in order to establish, develop, and maintain relationships with customers and the impact these activities have on the firm performance. The design of this research applies to Toyota Car Repair and the questionnaires were spreaded away to 110 respondents. The Likert-scale for the 5 point measurement which means strongly agree and 1 point is for strongly disagree. Data analysis used in this research was multiple regression. The result of this research concludes that relationship marketing strategy and service quality in car repair significantly affect to customer satisfaction.</p><p><strong>Keywords: Relationship marketing strategy, Service quality, Customer satisfaction</strong></p>

scholarly journals THE INFLUENCE OF MARKETING STRATEGY RELATIONSHIP AND SERVICE QUALITY TO CUSTOMER SATISFACTION IN TOYOTA AUTO SERVICE STATION

2016 ◽  
Vol 9 (2) ◽  
pp. 177
Author(s):  
Marietje Carolien Nanulaitta
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Marketing Strategy ◽  
Relationship Marketing ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
Marketing Activities ◽  
Marketing Principles ◽  
The Impact

The background of this research was Customer Relationship marketing and service quality of Firms have accepted that customer retention is even more profitable than customer attraction and we can observe the interest of firms in adopting relationship marketing principles and designing strategies to develop close and long-lasting relationships with the most profitable customers. The objective of The analysis of marketing activities and programs implemented in order to establish, develop, and maintain relationships with customers and the impact these activities have on the firm performance. The design of this research applies to Toyota Car Repair and the questionnaires were spreaded away to 110 respondents. Data analysis used in this research was Multiple Regression with SPSS program. The result of this research conclude that Relationship Marketing Strategy and Service Quality in Car Repair significantly affect to Customer Satisfaction

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