scholarly journals The Effect of Relationship Marketing and Service Quality on Customer Satisfaction and Customer Loyalty in the Mitra Bisnis Segment of Bank BTPN Kalimantan

2021 ◽  
Vol 6 (3) ◽  
pp. 91-101
Author(s):  
  Siangto Salimdra ◽  
Zainal Ilmi ◽  
Adi Wijaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty

scholarly journals EFFECT OF SERVICE QUALITY AND RELATIONSHIP MARKETING ON CUSTOMER SATISFACTION AND ITS IMPACT ON LOYALTY SERVICE ON WISMA SOEWARNA BRACH OFFICE (KCP) OF BNI OF TANGERANG

2020 ◽  
Vol 1 (2) ◽  
pp. 154-164
Author(s):  
Ela Ratna Yuwita ◽  
Arissetyanto Nugroho
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Survey Methods ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Descriptive Research ◽  
Marketing Variables

The purpose of this study is to determine the Effect of Service Quality and Relationship Marketing on Customer Satisfaction and Its Impact on Loyalty by measuring indicators that affect the variable Service Quality and Relationship Marketing on customer satisfaction variables and their implications on customer loyalty variables. This research applies a descriptive research design using survey methods. Sampling uses convinient sampling as a sampling technique. This study was tested using the structural equation modeling (Lisrel) approach to test the significance of the significance of the overall model and predetermined pathway. The findings show that Service Quality and Relationship Marketing variables significantly influence customer satisfaction variables. Further findings indicate that Service Quality and Relationship Marketing variables directly have a significant effect on customer loyalty variables. This study also shows that customer satisfaction has an influence on customer loyalty variables. It is recommended to companies to improve the excellence of Service Quality and Relationship Marketing.

scholarly journals Relationship Marketing and Customer Satisfaction: A Conceptual Perspective

2016 ◽  
Vol 7 (2) ◽  
pp. 185 ◽  
Author(s):  
Deborah O. Aka ◽  
Oladele J. Kehinde ◽  
Olaleke O. Ogunnaike
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Service Providers ◽  
Empirical Studies ◽  
Developing Nations ◽  
Long Run ◽  
Marketing Variables ◽  
The Relationship

This article examined the existing body of literature on transaction and relationship marketing. The specific objectives were to develop a conceptual framework to establish the relationship between relationship marketing and customer satisfaction and to examine the components of relationship marketing on the present ever dynamic world of business. The study identified relationship marketing variables and their impact on customer satisfaction. The framework aimed to provide insights into the studies on relationship marketing factors such as trust, commitment, communication, and service quality influence on customer satisfaction. The model provided a basis for empirical studies on the factors of relationship marketing and outcomes of customer satisfaction in developing nations. The study recommends that relationship marketing dimensions such as building customer’s trust, commitment to customers, communication, and service quality should be properly managed and maintained by service providers in Nigeria. This helps in building customer satisfaction and in the long-run customer loyalty.

scholarly journals Impact of Relationship Marketing and Service Quality on Customer Satisfaction and Its Implications to Customer Loyalty in Pt. Precision Tools Service Indonesia (PTSI)

2020 ◽  
Vol 5 (7) ◽  
pp. 621-628
Author(s):  
Robby Hakim Nugraha ◽  
Arifin Sitio
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Method ◽  
Team Member ◽  
Stratified Random Sampling ◽  
Analysis Process ◽  
Marketing Team

This study aims to analyse the effect of relationship marketing and service quality on customer satisfaction and its implications on customer loyalty. Based on observations and interviews from June 8, 2018, that is using at PTSI outside of the marketing team, and customer loyalty is the primary goal of each team member. Customer loyalty also becomes an instruction of the administration that can see from the existence of the policy of daily visits to its clients. The population of this study is customers who made purchases in the last six months. The sample of this study is 100 clients of PT Precision Tooling Service Indonesia, which made purchases during the previous six months. The sampling method of this study using stratified random sampling. The analytical method used is path analysis. PROCESS Macro Hayes assists the data analysis used in this study in version 23 of SPSS. The results showed that (1) relationship marketing has a positive and significant effect on customer satisfaction, (2) service quality has a positive and significant impact on customer satisfaction, (3) relationship marketing has an effect positive and significant in customer loyalty to customers satisfaction as a full mediator, (4) service quality has a positive and significant effect on customer loyalty with customer satisfaction as a full mediator, and (5) customer satisfaction has a positive and significant impact on customer loyalty.

scholarly journals A study of the relationship marketing effect in banks: The case of an emerging market

2018 ◽  
Vol 7 (1) ◽  
pp. 26-39
Author(s):  
Norman Wachyudi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Switching Costs ◽  
Emerging Market ◽  
Future Studies ◽  
Low X ◽  
The Relationship ◽  
Insight Into

This study aims to provide an alternative model for understanding customers’ loyalty behavior by examining the effect of relationship marketing (RM) and service quality on customer satisfaction and customer loyalty moderated with switching costs. A laboratory experiment was carried out to ascertain the controlled variables based on factorial design: 2 (RM: high vs low) x 2 (service quality: high vs low) x 2 (the switching costs: high vs low). The study was based on bank clients as participants, and multiple linear regression was chosen to examine the causal relationship between the variables that are hypothesized. The results indicate that loyalty of banking customers is significantly influenced by RM, service quality and customer satisfaction. In addition, switching costs have a role in moderating customer loyalty. The implications of this study were discussed to give insight into contributions of theoretical and practical aspects, and for future studies

scholarly journals Relationship between Marketing, Service Quality and Satisfaction on Customer Loyalty Of Bank Syariah Mandiri Banyuwangi

2019 ◽  
Vol 2 (2) ◽  
pp. 91-100
Author(s):  
Dwi Ratnasari ◽  
Sasongko
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Research Findings ◽  
Marketing Service ◽  
The Relationship

The purpose of this study is to examine the effect of the relationship between marketing, service quality, and satisfaction on customer loyalty of Bank Syariah Mandiri in Banyuwangi district. The samples consist of 150 customers of Bank Sharia Mandiri Banyuwangi. Samples were chosen by accidental sampling. Data were analyzed using multiple regression. The research findings reveal that relationship marketing, quality of service, and customer satisfaction have positive and significant effect on customer loyalty.

Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia

2020 ◽  
Vol 4 (2) ◽  
pp. 11
Author(s):  
Miranda Berliana ◽  
Dinda Amanda Zulestiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model

Abstrak: Pada era modern saat ini kemajuan teknologi semakin berkembang pesat dan membawa kita kepada arah basis digital dan mobile. Fenomena tersebut dimanfaatkan oleh industri perbankan untuk berinovasi dalam hal pembayaran secara elektronik yang biasa kita sebut dengan e-money. Uang elektronik muncul dipicu dengan adanya tuntutan dari masyarakat saat ini. Sistem pembayaran yang ada saat ini dituntut untuk dapat melayani setiap kebutuhan masyarakat dalam pemindahan dana dengan efektif dan efisien. Salah satu inovasi yang diluncurkan saat ini adalah Gopay, metode pembayaran berbasis server yang dikeluarkan oleh Gojek Indonesia. Penelitian ini memiliki tujuan yaitu menentukan efek e-service quality pada customer satisfaction dan customer loyalty pelanggan Gopay di Indonesia. Kuesioner dikumpulkan secara online dengan menggunakan google form sebanyak 400 responden. Pengolahan data menggunakan Structural Equation Model (SEM) dengan menggunakan bantuan program AMOS 24. Berdasarkan hasil penelitian ditemukan bahwa e-service quality memiliki pengaruh positif terhadap customer satisfaction, yang dimana customer satisfaction sendiri memiliki pengaruh yang positif terhadap customer loyalty, namun ditemukannya ketidak pengaruhan yang positif bagi e-service quality terhadap customer loyalty.

Maintaining Customer Loyalty by Intensifying Service Quality and Customer Satisfaction in Commuter Line Jabodetabek

2019 ◽  
Vol 10 (9) ◽  
pp. 902-909
Author(s):  
Umbas Krisnanto ◽  
◽  
Conny Marpaung ◽  
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Customer Loyalty ◽  
T Test ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
Significance Level

This study aims to determine and analyze the influence of Service Quality and Customer Satisfaction on Customer Loyalty in Jabodetabek Commuter Line. The sample of this study was 50 people. Methods of collecting data by distributing questionnaires. Data analysis using the analysis used is simple linear regression, t test and coefficient of determination. The results showed 1) Service Quality has a positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a significance level of 0.048; and supported by the results of hypothesis testing with a t-count value of 4.433 > t-table value of 1.95, with a significance of 0.048 or < 0.05; 2) Customer Satisfaction positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a level significance of 0,000; and supported by the results of hypothesis testing with a t-count value of 4,969 > t-table value of 1.95, with a significance of 0,000 or < 0.05, 3) Service quality and Customer Satisfaction have a positive and significant effect on Customer Loyalty in Jabodetabek Commuter Line, with a significance level of 0,000. This means that the hypothesis H0 is rejected and Ha is accepted so that it can be concluded that service quality and customer satisfaction together have a positive and significant effect on customer loyalty in Jabodetabek Commuter Line.

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