Relationship Value and Relationship Quality: An Exploration of Its Antecedents on Customer Loyalty

The aim of this study is to examine relationship value and relationship quality, and its effect on customer loyalty in the context of relationship marketing. Four key relationship value variables of economic value, service value, relational value and social value are examined in this study. The study focuses on the Malaysian telecommunication industry and based on the business-to-customer environment. The structural equation modelling technique is used to empirically test the proposed hypotheses using a sample of 350 customers collected by a questionnaire survey. The results showed that three relationship value variables of economic value, service value, and social value have significantly influenced relationship quality. Customer loyalty is significantly affected by relationship quality. There is no significant effect of relational value and relationship quality. The contribution of this paper is twofold. From a theoretical perspective, the social exchange theory is used to explain and conceptualize relationship marketing paradigms. It offers both a conceptual foundation and empirical-based evaluation of customer loyalty through the context of relationship value and relationship quality. The relationship value dimensions of economic value, service value, and social value is the antecedent to relationship quality, which lead to customer loyalty. In the practical perspective, the findings proposed that the telecommunication service providers should focus on relationship value through providing better value for money packages, innovation of services and improve social interaction with customers to build stronger relationship quality and achieve customer loyalty.

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ANALISIS RELATIONSHIP VALUE, RELATIONSHIP QUALITY TERHADAP LOYALITAS PELANGGAN PADA MALL LEMBUSWANA SAMARINDA

Jurnal Ekonomika : Manajemen, Akuntansi, dan Perbankan Syari'ah ◽

10.24903/je.v7i1.442 ◽

2019 ◽

Vol 7 (1) ◽

pp. 12

Author(s):

Novel Reonald ◽

Dian Irma Aprianti

Keyword(s):

Relationship Quality ◽

Economic Value ◽

Social Value ◽

Service Value ◽

Relational Values ◽

Relational Value ◽

Relationship Value

Penelitian ini bertujuan untuk mengetahui apakah relationship value yang terdiri dari economic value, service value, relational value dan social value mempengaruhi relationship quality dan untuk menguji pengaruh relationship quality terhadap loyalitas pelanggan pada mall lembuswana samarinda.Metode analisis yang digunakan metode anteseden untuk menguji variabel relationship value terhadap relationship quality dan loyalitas pelanggan dengan menggunakan perhitungan Regresi Linier Berganda.Hasil dari penelitian ini adalah variabel Economi value berpengaruh pada Relationship Quality sebesar 0,00, Service value berpengaruh tidak signifikan terhadap Relationship Quality, Relational value berpengaruh terhadap Relationship Quality sebesar 0,00, Social value berpengaruh terhadap Relationship Quality, Variabel Economic Value, Service Value, Relational Values dan Social Value berpengaruh secara serentak terhadap Relationship Quality sebesar 0,00, variabel Relationship Quality (Y1) > Y2, yaitu 0,125 > 0,05 sehingga dapat dinyatakan bahwa Relationship Quality (Y1) berpengaruh tidak signifikan terhadap Customer Loyality (Y2) di Mall Lembuswana .

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The Effectiveness of Strategic Relationship Marketing: Exploring Relationship Quality towards Customer Loyalty

International Business Research ◽

10.5539/ibr.v10n12p159 ◽

2017 ◽

Vol 10 (12) ◽

pp. 159 ◽

Cited By ~ 1

Author(s):

Song Bee Lian ◽

Liew Chee Yoong

Keyword(s):

Relationship Quality ◽

Relationship Marketing ◽

Social Exchange ◽

Customer Loyalty ◽

Structural Equation ◽

Service Providers ◽

Theoretical Perspective ◽

Telecommunication Service ◽

Conceptual Foundation ◽

Control Mutuality

This study examines customer satisfaction, trust, control mutuality and communication as determinants of relationship quality and customer loyalty in relationship marketing. The study focuses on Malaysian telecommunication industry in the business-to-customer context. The structural equation modelling technique is used to empirically test the proposed hypotheses based on the sample size of 405 customers collected by a questionnaire survey. Trust had the greatest positive influence on relationship quality, followed by satisfaction. Subsequently, there was no significant effect of control mutuality and communication on relationship quality. Customer loyalty was significantly affected by relationship quality. The contribution of this paper is twofold. From a theoretical perspective, the social exchange theory is validated and it offers both a conceptual foundation and empirical-based evaluation of customer loyalty through the context of relationship quality. In the practical perspective, the findings proposed useful information to the telecommunication service providers in developing more effective relationship marketing strategies to build better relationship quality and customer loyalty.

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

Indonesian Journal of Strategic Management ◽

10.25134/ijsm.v1i1.844 ◽

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�

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Corporate social responsibility and service innovation on customer loyalty

International Journal of Bank Marketing ◽

10.1108/ijbm-09-2014-0130 ◽

2015 ◽

Vol 33 (6) ◽

pp. 823-839 ◽

Cited By ~ 22

Author(s):

Ying-Pin Yeh

Keyword(s):

Corporate Social Responsibility ◽

Social Responsibility ◽

Relationship Quality ◽

Customer Loyalty ◽

Service Innovation ◽

Service Firms ◽

Content Type ◽

Wealth Management ◽

Relationship Value ◽

Corporate Social

Purpose – Customer loyalty is crucial for firms to generate positive returns. Creation of customer loyalty is a challenge for service firms because switching service firms can represent a risk. The purpose of this paper is to examine how wealth managers select and implement corporate social responsibility (CSR) and service innovation strategies to influence customer loyalty. Design/methodology/approach – A review of the related literature indicated that scant studies have determined the meanings and outcomes of CSR and service innovation. Therefore, the roles of CSR and innovation were examined in this study to evaluate how these factors affect customer loyalty in a wealth management context. The authors evaluated customer advocacy, relationship quality, and relationship value as mediating variables, and formulated six hypotheses. Data were collected using a questionnaire survey distributed to wealth management customers in Taiwan. All the hypotheses were verified using a structural equation model and data collected from the respondents. Findings – The results indicated that relationship quality and value are positively related to customer loyalty, and customer advocacy is positively related to both relationship quality and value. In addition, CSR and service innovation are positively related to customer advocacy. Research limitations/implications – This research was limited to collecting data related to specific service providers, and therefore consumers in other countries should be examined to test the robustness of the theoretical model. The results of analyses conducted on other industries and in other countries might differ. Practical implications – In the wealth management service context, CSR and service innovation capabilities contribute to customer advocacy, which can achieve superior relationship quality, relationship value, and customer loyalty. Originality/value – This paper contributes to investigations on the effect of CSR and service innovation on customer loyalty by adopting customer advocacy, relationship quality, and relationship value as mediators.

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PENGARUH CUSTOMER VALUE TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY SEBAGAI STRATEGI MENUJU BISNIS BERKELANJUTAN PADA FAKULTAS EKONOMI DAN BISNIS UNIVERSITAS TRISAKTI

PENELITIAN DAN KARYA ILMIAH ◽

10.25105/pdk.v1i2.1454 ◽

2017 ◽

Vol 1 (2) ◽

Author(s):

Eko Retno Indriyani

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Significant Influence ◽

Customer Value ◽

Structural Equation ◽

Service Sector ◽

Positive Influence ◽

Service Value ◽

Relationship Value ◽

Significant Positive Influence

Customer value is important factors that influence sustainable businses both real sector and service sector. This research ia aimed to examine and analysis the relationship among customer value, customer satisfaction and customer loyalty. This stydi was conducted at Economic and Business Facutlty of Trisakti University which took 180 student as respondents. Using Structural Equation Model, the result shows dimension service value and relationship value of customer value have significant positive influence to customer satisfaction, while dimension core value product of customer value has no significant influence to customer satisfaction. Customer Satisfacation has positive significant influence to Customer Loyalty, only dimension core of value of customer value has significant positive influence to Customer Loyalty while dimension of service value and relationship value have no significant positive influence to customer loyalty.

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Relationship Marketing and Customer Satisfaction: A Conceptual Perspective

Binus Business Review ◽

10.21512/bbr.v7i2.1502 ◽

2016 ◽

Vol 7 (2) ◽

pp. 185 ◽

Cited By ~ 3

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.

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The Moderating Effects of Service Innovation on Relationship Quality

Journal of Business and Economics ◽

10.15341/jbe(2155-7950)/07.10.2019/005 ◽

2019 ◽

Vol 10 (7) ◽

pp. 636-653

Author(s):

Hsiaoping Yeh ◽

Keyword(s):

Relationship Quality ◽

Relationship Marketing ◽

Customer Loyalty ◽

Customer Value ◽

Service Innovation ◽

Customer Experience ◽

Moderating Effects ◽

Quality Of Relationships

Nowadays, relationship marketing (RM) has become one of the most widely discussed marketing theories. In addition to achieving consensus, the most important result of RM is the retention of customers. However, it has not been theorized and discussed in terms of the effect of service innovation on the quality of relationships. This study empirically identifies the important service indications in marketing, i.e., customer value, satisfaction, trust, and loyalty and the developing path among these indicators. Additionally, thestudy also shows that good customer experience, quality of interaction, and innovative services can strengthen the path to developing customer loyalty.

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