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Mohammadhossein, Nastaran, Mohammad Nazir Ahmad, Nor Hidayati Zakaria e Shidrokh Goudarzi. "A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction". International Journal of Enterprise Information Systems 10, n.º 1 (janeiro de 2014): 11–31. http://dx.doi.org/10.4018/ijeis.2014010102.
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The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction in marketing companies. Personalized service, responsiveness to customer's needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving customer knowledge are the benefits that we proposed would affect customer satisfaction in order to significantly improve marketing performance. Additionally, the results reveal that all the benefits found, with the exception of time-saving, enhanced customer satisfaction. This paper contributes to the existing literature by incorporating the benefits of CRM for customers and the relationships of these benefits with their satisfaction in the proposed model.
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Curth, Susanne, Sebastian Uhrich e Martin Benkenstein. "How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior". Journal of Services Marketing 28, n.º 2 (6 de maio de 2014): 147–58. http://dx.doi.org/10.1108/jsm-08-2012-0145.
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Purpose – The purpose of this paper is to analyze how affective commitment to fellow customers influences a customer's affective commitment to the service provider and customer citizenship behavior (CCB). In addition, the paper seeks to examine the moderating role of a customer's calculative commitment to the service organization. Design/methodology/approach – The study used a large-scale survey among customers of a health club and a scenario-based experiment to test the hypotheses. Findings – Both empirical studies provide evidence that affective commitment to fellow customers has positive consequences for the customer-firm-relationship. The findings suggest that commitment to fellow customers and commitment to the service organization influence very specific facets of customer citizenship behavior. In addition, the study found preliminary support for the moderating role of calculative commitment. Affective commitment to fellow customers showed the strongest effect on affective commitment to the provider in customer-firm relationships characterized by high (versus low) calculative commitment. Practical implications – The results of this research have a number of managerial implications. This study suggests measures to strengthen customer-firm-relationships, e.g. generating intensive exchange among customers or attraction of consumer pairs. Providing customers with platforms of valuable relationships to multiplex ties can be a competitive advantage for service providers. Originality/value – This article is the first that highlights the role of other customers as a target of customer commitment and how this commitment affects both the customer's relationship to the service provider and his or her customer citizenship behavior. The present study therefore broadens our knowledge of how bonding among customers influences consumer behavior in service settings.
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Santari, Ni Putu Nita, I. Wayan Suartina e I. Made Astrama. "Pengaruh Customer Relationship Management dan Kepuasan terhadap Loyalitas Nasabah LPD Desa Adat Anggungan di Badung". Widya Amrita 1, n.º 1 (20 de janeiro de 2021): 381–93. http://dx.doi.org/10.32795/widyaamrita.v1i1.1187.
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The LPD is a village economic institution that is used to collect and distribute funds in general as well as a source of development financing in almost all parts of customary village areas in Bali. Savings customers are the top priority of the LPD in the customary village of Anggungan to create Loyalty. In creating customer satisfaction and loyalty, the LPD in the customary village of Anggungan is required to implement a good and appropriate strategy, namely Customer Relationship Management (CRM) to increase customer satisfaction and loyalty. The purpose of this study to analyze the effect partially and simultaneously between Customer Relationship Management (CRM) and satisfaction on customer loyalty savings. The population in this study were 1,958 savings customers. The sample was determined based on the Slovin formula with the results obtained by 95 respondents. The results of data analysis indicate that Customer Relationship Management (CRM) and satisfaction simultaneously have a positive and significant effect on customer loyalty. Increasingly improving information technology strategies, namely Customer Relationship Management (CRM) in order to increase customer satisfaction and loyalty savings.
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Septyarini, Dewi Nur, Gusti Noorlitaria Achmad e Adjie Sofyan. "THE EFFECT OF SENSORY STIMULI ON INCREASING CUSTOMER SATISFACTION AND CUSTOMER ADVOCACY BANKALTIMTARA USING THE Stimulus ORGANISM RESPONSE (SOR) MODEL". International Journal of Economics, Business and Accounting Research (IJEBAR) 6, n.º 2 (24 de junho de 2022): 752. http://dx.doi.org/10.29040/ijebar.v6i2.5032.
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Abstract: The purpose of this study is to prove that the Bankaltimtara website stimuli have an effect on the affective state of its customers, to prove that the Bankaltimtara's servicescape stimuli have an effect on the customer's affective state, to prove that the customer's affective state has an effect on increasing bankaltimtara's customer satisfaction. , to prove the affective state of customers mediating the influence of website stimuli on increasing customer satisfaction bankaltimtara, to prove the affective state of customers mediating the influence of website stimuli on increasing customer advocacy behavior bankaltimtara, to prove the affective state of customers mediating the effect of servicescape stimuli on increasing customer satisfaction bankaltimtara, to prove the situation customer affective mediates the effect of servicescape stimuli on increasing customer advocacy behavior ur bankaltimtara. This type of research uses survey research with a causative approach which aims to explain the causal relationship between two or more observed variables through hypothesis testing so that conclusions can be drawn. the population in this study were customers of conventional bankaltimtara savings. with Partial Least Square (PLS) program in data processing. the results of this study indicate that website stimuli have a positive and significant direct effect on the affective state of bankaltimtara customers, servicescape stimuli have a direct positive and significant effect on the affective state of bankaltimtara customers, affective state has a direct positive and significant effect on customer satisfaction bankaltimtara.
Keywords: Effect Of Sensory Stimuli, Increasing Customer Satisfaction, Customer Advocacy, Stimulus Organism Response (SOR) Model, Bankaltimtara
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Im, byung-Ho, e Hyun-Jin Jo. "A study on the effect of service fairness perceived by hotel customers on customer long-term orientation: Mediating effect of customer citizenship behavior". Foodservice Management Society of Korea 25, n.º 4 (31 de agosto de 2022): 239–59. http://dx.doi.org/10.47584/jfm.2022.25.4.239.
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In this study, considering the characteristics of the hotel industry, the relationship between service fairness, customer civic behavior, and customer long-term orientation perceived by hotel customers was investigated. First, it was confirmed that it had a great influence on the service fairness and customer civic behavior of hotel customers. In other words, it was analyzed that customer service fairness had a statistically significant positive (+) effect on forming positive customer civic behavior. Second, it was found to increase customer long-term orientation through customer service fairness. This means that if you provide a service that can satisfy the needs of customers using the hotel, it plays an important role in increasing the customer's continuous use satisfaction. Finally, as a result of examining the mediating effect of customer civic behavior between the service fairness perceived by hotel customers and customer long-term orientation, which is the core of this thesis, it was found to have a partial mediating effect.
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Sudiyono, Kristianus Ade, Prio Utomo e Claudia Severesia. "Effect of Customer Experience and Customer Value Towards Customer Loyalty and Satisfaction on B2B Food and Beverage Sector". Journal of Business and Management Review 3, n.º 9 (27 de setembro de 2022): 627–40. http://dx.doi.org/10.47153/jbmr39.4552022.
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This study aims to study the effect of customer experience and value on customer loyalty and satisfaction in B2B industry which researchers limitedly discussed. The organization needs to implement customer experience management to create value for customers' purchase intention and win the market competition. One essential key to maintaining customer loyalty is good customer experience management. The elements of customer experience management consist of customer experience, customer value, and purchase intention. The research is cross-sectional quantitative research. An online survey using Google Form was carried out using the purposive sampling technique in 2021 and obtained 85 valid respondents who are corporate customers of a food and beverage manufacturing company located in Tangerang. Respondents were asked 23 closed ended on five scales Likert: strongly disagree to strongly agree. Data were analyzed using PLS-SEM (Partial Least Square – Structural Equation Model. The result shows that customer experience significantly affects customer value, loyalty, and satisfaction. Customer value significantly affects customer loyalty but is not significant to customer satisfaction.
Customer experience involves the customer's response to the customer's journey. However, the nature of customer experience is quite complicated; therefore, measurement of customer satisfaction and customer loyalty is used more often. Customer value is related to the company’s product excellence, which has a long-term effect resulting in customer loyalty. Therefore, organizations need to focus on building customer experience management and long-term customer value.
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Aityassine, Fatima Lahcen Yachou. "Customer satisfaction, customer delight, customer retention and customer loyalty: Borderlines and insights". Uncertain Supply Chain Management 10, n.º 3 (2022): 895–904. http://dx.doi.org/10.5267/j.uscm.2022.3.005.
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The aim of this study is to investigate the effects of customer satisfaction and customer delight on customer loyalty through customer retention. Data were collected using a questionnaire developed based on the literature and administered to a sample of restaurant customers consisting of 376 customers. Using IBM SPSS and AMOS software for data analyses, the results indicate that customer retention had a perfect mediating role in the effect of customer satisfaction on customer loyalty and a partial mediating role in the effect of customer delight on customer loyalty. The study provided several contributions. A key contribution to researchers is that the effect of customer satisfaction on other variables, particularly customer loyalty should be assessed in terms of its direct and indirect effects. A basic contribution to managers is that both satisfied and delighted customers have potential intentions to defect, hence, retaining customers is a crucial step to ensure loyalty. Delighted customers are more likely to be retained and retained customers are ready to be loyal customers.
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Mosa, Mona, Nedaa Agami, Ghada Elkhayat e Mohamed Kholief. "A Literature Review of Data Mining Techniques for Enhancing Digital Customer Engagement". International Journal of Enterprise Information Systems 16, n.º 4 (outubro de 2020): 80–100. http://dx.doi.org/10.4018/ijeis.2020100105.
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The evolution of the customer engagement concept had a positive impact on how business and customers interact. The term digital customer engagement emerged to empower such interaction via encouraging customers to use digital channels. Data mining techniques can help in identifying patterns, generating insights, and making predictions for a massive amount of data. The purpose of this paper is to explore the current literature on data mining techniques to enhance digital customer engagement and review the impact of data mining on analyzing customer's attributes and its key performance indicators influenced by digital customer engagement and affecting business success. The scope of the review encompasses the state of the art of scientific methodologies and models applied to identify customers with the highest potential towards digital engagement. A critical analysis also identified gaps in the literature. This study is the first to explicitly consider data mining techniques for enhancing digital customer engagement with a comprehensive analysis of customer's attributes in different domains.
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Sheen, Young Seek. "Effect of Customer Engagement on Customer Value Creation and Subjective Well-being". Asian Journal of Beauty and Cosmetology 21, n.º 2 (29 de junho de 2023): 177–87. http://dx.doi.org/10.20402/ajbc.2022.0027.
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Purpose: This study analyzes the intermediate effect of customer value creation on the relationship between customer engagement and subjective well-being. It highlights the importance of customer engagement and interest while, validating the impact of customer's psychological happiness and satisfaction through customer value creation.Methods: Using the SPSS Ver.21.0 program as an analysis method, this study performed frequency analysis, factor analysis, reliability analysis, and three-stage mediated multi-regression. The survey included 240 customers who experienced experience and demonstration services at the cosmetics stores in Seoul and the metropolitan area from December 3 to 31, 2021. For the analysis, 232 samples were used, excluding 8 samples that were deemed unusable.Results: First, customers who experienced experience and demonstration services in cosmetics stores have a positive effect on customer value creation. Furthermore, this positive effect extends to customers' psychological well-being and satisfaction. Second, in the context of the relationship between customer information and subjective well-being, customer value creation has been demonstrated to have a partial mediating effect.Conclusion: Experience and demonstration services offer by cosmetics stores with high-quality content can enhance customer participation and encourage active customer engagement. Consequently, they contribute in, improving functional satisfaction, enjoyment and social value for customers. By efficiently achieving mutual value creation between companies and customers through leveraging such customer information, these services can function as strategic marketing tools. Moreover, they play a crucial role in completing the image improvement of companies and their cosmetic products by projecting customers' happiness on to cosmetics and services offered.
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Hapsari, Indri, e Murini Murini. "Pengaruh Kualitas Pelayanan, Kepercayaan dan Kepuasan terhadap Loyalitas Nasabah PT Bank Syariah Mandiri Kendari". Jurnal Ilmu Manajemen Sosial Humaniora (JIMSH) 4, n.º 2 (7 de outubro de 2022): 88–95. http://dx.doi.org/10.51454/jimsh.v4i2.699.
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BSM Customers in Kendari Branch searched, select and use the entire services of a bank if the quality of the bank's services is able to meet the customer's needs. However, this is not enough for customers if the value of the benefits of banking products offered is not in accordance with the perception of the applicable customer value. In this case the better the quality of service, trust and customer satisfaction, the higher the customer's loyalty at PT Bank Syariah Mandiri Kendari Branch. The purpose of this study is to analyze and determine the influence of service quality, trust and customer satisfaction with customer loyalty at PT Bank Syariah Mandiri Kendari Branch. The method used in this study is in the form of primary data and secondary data that are qualitative and quantitative using multiple linear regression analysis software with the help of SPSS 16. The results show that simultaneously (together) between service quality, trust and customer satisfaction there is an influence Against customer loyalty at PT Bank Syariah Mandiri Kendari Branch while partially that the quality of service, trust and customer satisfaction there is an influence on customer loyalty at PT Bank Syariah Mandiri Kendari Branch
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Gilbert, David, e YingFei Gao. "A Failure of UK Travel Agencies to Strengthen Zones of Tolerance". Tourism and Hospitality Research 5, n.º 4 (agosto de 2005): 306–21. http://dx.doi.org/10.1057/palgrave.thr.6040030.
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Companies in all industries face problems pertaining to the issue of retaining customers and securing satisfaction through service quality management. The repeat purchasing behaviour at an individual level is affected by the level of a customer's ‘zone of tolerance’; a term not always fully understood. The purpose of this study is to examine the relationships that customer tolerance has with customer experience, brand trust and customer emotions for travel agency businesses. Customers who have had recent experience with the travel agencies were sampled from two UK travel agencies situated in London and Guildford. One hundred and twenty customers were surveyed face to face through means of a questionnaire. The results utilising Spearman Ranked Order correlation showed that there is a relationship between customer tolerance and customer experience. However, it was found there is no relationship between customer tolerance and customer emotion. In addition, the tests revealed that there is no relationship between customer tolerance and brand trust. The conclusion is that travel agencies are failing to keep in mind the importance of carefully handling customer tolerance and understanding the level of customer tolerance and its influence.
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Ida Ayu Sadnyini e Ni Wayan Pariasih Cahyana. "Efforts to Resolve the Misuse of Customer Funds at The Village Credit Institution (VCI) of Sibang Kaja Customary Village". Sociological Jurisprudence Journal 5, n.º 2 (30 de julho de 2022): 107–11. http://dx.doi.org/10.22225/scj.5.2.2022.107-111.
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Village Credit Institution (VCI) of customary village/desa pekraman in Bali is a village-owned financial business entity that carries out business activities in the village and for krama desa. In this case, the authors conducted research on the VCI of Sibang Kaja Customary Village, Abiansemal District, Badung Regency, Bali Province. This research was conducted to determine and examine (1) the factors that cause customer funds cannot be disbursed at the VCI of Sibang Kaja Customary Village; (2) the efforts to resolve the misuse of customer funds at the VCI of Sibang Kaja Customary Village. This is empirical and juridical research, using the qualitative descriptive method and Aristotle’s theory of justice. This research used primary and secondary data. Data were obtained through in-depth interviews. Three factors that cause customer funds cannot be disbursed: (a) the VCI does not record the money deposited by customers in their passbooks; (b) customers deposit their money through VCI employees in charge of collecting money in the field, yet, the money is not deposited to the VCI, resulting in the customer suffering a loss; (c) non-fulfillment of customer rights. The effort to resolve the misuse of customer funds at the VCI of Sibang Kaja Customary Village is through deliberation/paruman of the customary village. The result of deliberation/paruman of the customary village is reconciliation between the customers of the VCI and the perpetrators. Sanctions given on the perpetrators are: managers and employees of the VCI who, in carrying out their duties, violate the provisions and cause harm to the VCI must: (a) provide compensation according to the losses incurred; (b) receive customary sanctions according to awig-awig and perarem; (c) receive sanctions according to the applicable law.
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Tu, Yu-Te, e Hsiao-Chien Chang . "Corporate Brand Image and Customer Satisfaction on Loyalty: An Empirical Study of Starbucks Coffee in Taiwan". Journal of Social and Development Sciences 3, n.º 1 (15 de janeiro de 2012): 24–32. http://dx.doi.org/10.22610/jsds.v3i1.682.
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Corporate image has been assessed as an important antecedent of customer satisfaction and loyalty. Corporate brand is vital because positive corporate brands help companies achieving higher performance, such as sales. Marketing exists to deliver more value to satisfy customers as well as build a long-term and mutually profitability relationship with customers. If a firm’s products or services do not satisfy or meet the customer’s needs and wants, all the strategies are insufficient. With loyal customers, companies can have higher market share and reduce the operating cost. An improvement of 5 percent in customer retention leads to an increase of 25 percent to 75 percent in profit. It costs more than five times as much to obtain a new customer than to keep an existing one. This initial study was from relevant literature, then set up research structure and hypotheses. Survey was employed, and respondents were from the customers of Starbucks Coffee in Taipei area. There were 199 usable questionnaires to analyze descriptive statistics, reliability, validity, and SEM model. The research found that corporate brand image significantly affects customer satisfaction and customer loyalty, and customer satisfaction has strong impact on customer loyalty for the sample. Therefore, firms have to specifically focus on these factors in order to build a long-term and mutually profitability relationship with a customer and create loyalty as competitive advantages in the market.
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Nelly, Nelly. "KOMPONEN MANAJEMEN JASA TERPADU TERHADAP KEPUASAN NASABAH TABUNGAN PADA PT. BANK DANAMON INDONESIA, TB CABANG MESJID LAMA PALEMBANG". Jurnal Ilmiah Ekonomi Global Masa Kini 7, n.º 1 (14 de julho de 2016): 13–17. http://dx.doi.org/10.36982/jiegmk.v7i1.99.
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The study aimed to determine the components of integrated management services simultaneously and partially on customer satisfaction savings in PT Bank Danamon Indonesia, Tbk Palembang branch of the Mesjid Lama and to know the components of an integrated service management is a dominant influence on customer satisfaction savings. The study was conducted on customers of Bank Danamon branches of the Mesjid Lama special BDI Palembang active customers savings of up Desember 2015 as many as 93 customers using purposive sampling method. Data analysis techniques used were Linear Multiple Regression analysis. Test result show that components of integrated management services at the same cost savings affect customer satisfaction. Components of intergrated management service consisting of processes, productivity and quaility, promotion and education, physical evidence as well as pricing and other service costs a significant partial effect on customer satisfaction while saving variable products, places and other times, people do not have a significant partial savings in customer satisfaction. Components of physical evidence is the dominant factor affecting customer satisfaction savingsKeyword : Integrated Service Management Component, Customer Satisfaction
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Oodith, Devina. "Enhanced Customer Interactions through Customer-Centric Technology within a Call Centre". Journal of Economics and Behavioral Studies 11, n.º 2(J) (13 de maio de 2019): 79–91. http://dx.doi.org/10.22610/jebs.v11i2(j).2820.
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Customer call centres have become a critical form of service delivery for many organisations hence technological innovations serve as a critical point of contact between the organisation and its customers and can assist in raising the stakes in businesses in terms of customer service delivery (Burgess & Connell, 2004). According to the 2017 Global Customer Experience Benchmarking Report technology has been the number one enabler to positively enhance customer service experience in the last 5 years (Business Tech, 2017). Customers have become so empowered that they expect to have flexibility to contact a business however they choose; either via a telephone, email or Facebook. The key to ensuring satisfaction though is system’s efficiency and ease of use. This study was undertaken in EThekwini (Durban), South Africa and was directed within a Public Sector service environment comprising of four major call centres employing a total of 240 call centre agents. Using simple random sampling, 220 customers were drawn from all consumers subscribing to e-billing in EThekwini (Durban). Data for the customer sample was collected using a precoded, self-developed questionnaire whose psychometric properties were statistically determined. Data was analyzed using descriptive and inferential statistics. The results specify that in terms of customers’ perceptions of the influence of technology, on call centre effectiveness the majority of the customers found it challenging to use the technology and to understand the self-help options that were provided to them by the call centre. There were problems encountered with logging in customer queries and complaints and most customers were dissatisfied with their overall customer experience. Based on the results of the study recommendations have been made to manage the interactions between the customers and call centre’s more proficiently and powerfully.
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Purwa, Ida Bagus Ngurah Satwika, e I. Gusti Agung Ketut Sri Ardani. "PERAN KEPERCAYAAN NASABAH DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH". E-Jurnal Manajemen Universitas Udayana 7, n.º 1 (5 de dezembro de 2017): 192. http://dx.doi.org/10.24843/ejmunud.2018.v7.i01.p08.
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The purpose of this study is to determine the role of customer confidence in mediating the influence of service quality on customer satisfaction. This research was conducted at PT. Satwika Purwa Negara which is an independent marketing office of Prudential Indonesia. Number of customers served in PT. Satwika Purwa Negara reaches 8000 more customers. The number of samples taken is 100 people, using technique of non probability sampling with path as technique of data analysis. Based on the results of the analysis found that the quality of service significantly influence the belief customer at PT. Satwika Purwa Negara, the better the level of service quality, the higher the trust obtained by the customer. Customer confidence has a significant effect on customer satisfaction of PT. Satwika Purwa Negara, the higher the customer's trust, the more easily available customer satisfaction. Quality of service significantly influence customer satisfaction PT. Satwika Purwa Negara, the better the level of service provided then customer satisfaction can be created. Customer confidence is an intervening variable that connects service quality with customer satisfaction at PT. Satwika Purwa Negara.
Keywords: service quality, customer trust, customer satisfaction.
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Slack, Neale J., e Gurmeet Singh. "The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction". TQM Journal 32, n.º 3 (19 de fevereiro de 2020): 543–58. http://dx.doi.org/10.1108/tqm-07-2019-0187.
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PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing customer's perceptions of service quality, leading to lower customer loyalty.Practical implicationsThis study provides an indication as to where supermarkets should target their marketing attention and scarce corporate resources and may help in their efforts to service, satisfy, retain and attract more long-term loyal customers in the increasingly competitive supermarket sector. This research could inform government policy makers in sequencing the supermarket sector transformation and assist local supermarkets to adapt to this changing retail landscape.Originality/valueThis study advances our understanding of the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.
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Galli, Brian J. "The Value of Marketing in Project Environments from Three Key Perspectives". International Journal of Service Science, Management, Engineering, and Technology 10, n.º 1 (janeiro de 2019): 1–18. http://dx.doi.org/10.4018/ijssmet.2019010101.
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Marketing is a tool that can prove to be very valuable to many different areas of business; it has impacts on several different areas, but it is important to analyze the relationships that technical marketing has with three key areas, those being: the voice of the customer, technology, and new product development. In any marketing investment, it is important to identify the target customer, collect the information about the customer and what the customer's want. The company could use “voice customer” to understand the needs and wants of customers. Understanding and realizing the customer's needs and requirements have been recognized an unavoidable challenge for a company. The poor understanding of the customers' need and the inaccurate assumption for the questionnaire will lead to a negative implication on product's design and quality, and will also lead to more cost and time.
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Sutrisno, Sutrisno, e Maulana D.Tanjung. "The Effect of Location and Price on Customer Satisfaction of Sharia Cafe". Jurnal Ekonomi Pembangunan 19, n.º 02 (23 de fevereiro de 2022): 122–34. http://dx.doi.org/10.22219/jep.v19i02.18598.
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This research aims to determine the effect of location and price on customer satisfaction partial and simultaneous at sharia café. This research uses a quantitative approach with primary data. The population in this research were customers of Sharia Café in Dapoer Fezdaf Café Syariah Belitung. This research used the purposive sampling method with 80 respondents. The analytical method used is multiple linear regression to test the hypothesis with the SPSS version 22 programs. The results showed that (1) location has a significant positive effect on customer satisfaction (2) price has a significant positive effect on customer satisfaction (3) The location and price simultaneously have a significant positive effect on customer satisfaction. Café Syariah is proven to satisfy its customers by using two approaches of choosing a location according to the customer's choice and determining the price according to the customer's wishes
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Haque, Umama Nasrin, e Rabin Mazumder. "A Study on the Relationship Between Customer Loyalty and Customer Trust in Online Shopping". International Journal of Online Marketing 10, n.º 2 (abril de 2020): 1–16. http://dx.doi.org/10.4018/ijom.2020040101.
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Recently, the online market environment is quite competitive, and the organizations have to make sure to focus on continuously meeting the current and potential needs of the customers. Customer loyalty is primarily achieved by satisfying customer's expectations. In online shopping, since the products are intangible, it is important to build trust among the customers. Organizations need to thoroughly understand the consumer behavior and consumer needs in order to create and implement effective customer retention strategies. This study attempts to study the relationship between customer loyalty and customer trust in online shopping since trust is the glue that holds the customer relationship together in the current competitive market. Data is collected through the structured questionnaire. The results of this study legitimate the idea that trust of the customer acts as a mediating factor which enhances the loyalty of the customer in regard to the further purchase and consumption of the particular product or service in the online environment.
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Tuli, Kapil R., Ajay K. Kohli e Sundar G. Bharadwaj. "Rethinking Customer Solutions: From Product Bundles to Relational Processes". Journal of Marketing 71, n.º 3 (julho de 2007): 1–17. http://dx.doi.org/10.1509/jmkg.71.3.001.
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This study draws on depth interviews with 49 managers in customer firms and 55 managers in supplier firms and on discussions with 21 managers in two focus groups to propose a new way of thinking about customer solutions. Extant literature and suppliers interviewed for this study view a solution as a customized and integrated combination of goods and services for meeting a customer's business needs. In contrast, customers view a solution as a set of customer–supplier relational processes comprising (1) customer requirements definition, (2) customization and integration of goods and/or services and (3) their deployment, and (4) postdeployment customer support, all of which are aimed at meeting customers' business needs. The relational process view can help suppliers deliver more effective solutions at profitable prices. In addition, field research suggests that the effectiveness of a solution depends not only on supplier variables but also on several customer variables. Supplier variables include contingent hierarchy, documentation emphasis, incentive externality, customer interactor stability, and process articulation. Customer variables include adaptiveness to supplier offerings and political and operational counseling that a customer provides to a supplier. Several of these variables underscore the importance of suppliers developing social capital with customers. The authors discuss implications for solution suppliers and identify areas for further research.
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Dewi, Liliana. "CUSTOMER LOYALTY, THROUGH CUSTOMER SATISFACTION IN CUSTOMERS PT. XYZ". JURNAL APLIKASI MANAJEMEN 18, n.º 1 (1 de março de 2020): 189–200. http://dx.doi.org/10.21776/ub.jam.2020.018.01.19.
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Kumar, V. "A Theory of Customer Valuation: Concepts, Metrics, Strategy, and Implementation". Journal of Marketing 82, n.º 1 (janeiro de 2018): 1–19. http://dx.doi.org/10.1509/jm.17.0208.
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Customer value refers to the economic value of the customer's relationship with the firm. This study approaches the topic of customer value for measuring, managing, and maximizing customer contributions by proposing a customer valuation theory (CVT) based on economic principles that conceptualizes the generation of value from customers to firms. The author reviews the established economic theories for valuing investor assets (e.g., stocks) and draws a comparison to valuing customer contributions. Furthermore, the author recognizes the differences in the guiding principles between valuing stocks and valuing customers in proposing CVT. Using CVT, the author discusses the concept of customer lifetime value (CLV) as the metric that can provide a reliable, forward-looking estimate of direct customer value. In addition, economic models to estimate CLV, ways to manage CLV using portfolio management principles, and strategies to maximize CLV are discussed in detail. The author extends the customer value concept by discussing ways that a customer can add value to the firm indirectly through incentivized referrals, social media influence, and feedback. Finally, the benefits of CVT to multiple constituencies are offered.
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Ramadhanti, Alya Rysda, Rafa Syafiq Bastikarana, Andry Alamsyah e Sri Widiyanesti. "Determining Customer Relationship Management Strategy With Customer Personality Analysis Using Ontology Model Approach". Jurnal Manajemen Indonesia 20, n.º 2 (30 de agosto de 2020): 83. http://dx.doi.org/10.25124/jmi.v20i2.3196.
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Indonesia is a market with attractive e-commerce growth in the past four years. The tight competition made the company try to find ways to maintain customer loyalty, including making improvements to the Customer Relationship Management (CRM) strategy. The way to establish a good CRM strategy is driven by a good approach from the company to customers. Through the process of understanding customer personality, major companies able to understand their customer behaviour, therefore, companies driven by their marketers can perform product marketing activities that are tailored to the tendency of the customer's personality. This research was conducted to determine the personality of the customer by utilizing data obtained from online reviews of several products using the ontology model approach. Personality is measured based on words and phrases given by customers through their online reviews with the help of the Big Five Personality theory in the classification process. The results of this study indicate that the measurement of personality using an ontology model reconstructed with the n-gram algorithm shows that customers on several products have different personalities. These personalities can be used as a foundation in determining and establishing CRM strategies in order to gain higher customer engagement.
Keywords—Customer Relationship Management; Online Review; Ontology Model; Personality Measurement
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Dewi, Luh Komang Candra, Imade Hendra Saputra, Sourtua Marbun e Luh Kadek Budi Martini. "The Influence of Service Quality and Customer Relationship Marketing on Customer Loyalty Using Trust as a Mediation Variable in the Village Credit Institution (LPD) of Customary Village". Journal of Digitainability, Realism & Mastery (DREAM) 2, n.º 08 (31 de agosto de 2023): 1–12. http://dx.doi.org/10.56982/dream.v2i08.146.
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This study aims to determine the effect of service quality and customer relationship marketing on customer loyalty with trust as a mediating variable. This research was conducted at the Kerobokan Customary Village LPD. The population in this study were all customers of the Kerobokan Customary Village LPD with a total of 26,768 people. The sample is determined using the slovin formula with a total sample of 100 samples. Collecting data in this study using questionnaires with data analysis techniques is SEM-PLS. The results of this study indicate that 1. E-service quality has a positive effect on customer loyalty. 2. Customer relationship marketing has a positive and significant effect on customer loyalty. 3. Trust has a positive and significant effect on customer loyalty. 4. Service quality has a positive and significant effect on trust. 5. Customer relationship marketing has a positive and significant effect on trust. 6. Trust is able to mediate the effect of service quality on customer loyalty. 7.Trust is able to mediate the influence of customer relationship marketing on customer loyalty.
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SABUNCU, Ä°brahim, Edanur TÃœRKAN e Hilal POLAT. "CUSTOMER SEGMENTATION AND PROFILING WITH RFM ANALYSIS". TURKISH JOURNAL OF MARKETING 5, n.º 1 (25 de abril de 2020): 22–36. http://dx.doi.org/10.30685/tujom.v5i1.84.
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This paper is a case study on segmentation and profiling of customers according to their lifetime value by using the RFM (Recency, Frequency and Monetary Value) model which is an analytical method for behavioral customer segmentation. Real customer data that is gathered from a fuel station in Istanbul, Turkey is used for the case study. The data contain 1015 customers’ arrival frequency, last arrival date and total spend amount in the first half of 2016, and 10 descriptor variables of customers. First, demographic characteristics of fuel station customers were analyzed by descriptive statistics. Then customers' RFM score was calculated through SPSS program, and customers were divided into 5 segments according to their RFM scores by cluster analysis. Finally, the customer profile of segments has been created by using Correspond analysis and Discriminant analysis. Although fuel station managers think that the most valuable customer for their company are automobile drivers, result of the analysis suggests that the most valuable customers are Truck drivers. At the end of the paper, recommendations are made based on customer profiles of two most valuables segments that are named VIP and GOLD.
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Lai, Yuangen, e Jianxun Zeng. "Analysis of customer churn behavior in digital libraries". Program 48, n.º 4 (27 de agosto de 2014): 370–82. http://dx.doi.org/10.1108/prog-08-2011-0035.
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Purpose – The purpose of this paper is to discuss issues related to customer churn behavior in digital libraries (DLs) and demonstrate the successful application of Survival Analysis for understanding customer churn status and relationship duration distribution between customers and libraries. Design/methodology/approach – The study applies non-parametric methods of Survival Analysis to analyze churn behaviors of 8,054 customers from a famous Chinese digital library, and a cluster method to make customer segmentation according to customer behavioral features. Findings – The customer churn rate of the given library is very high, so as to the churn hazard in early three months after customer's registration on the web site of the library. There is clear difference in both customer survival time and churn hazard among customer groups. It is necessary to strengthen customer churn analysis and customer relationship management (CRM) for DLs. Research limitations/implications – The studied samples are mainly based on customers from one digital library and some hypotheses have not been strictly proven due to the absence of relevant empirical researches. Practical implications – This study provides a reasonable basis for decision making about CRM in DLs. Originality/value – Most previous researches about information behavior concentrate on information seeking behavior in DLs, seldom discuss customer switching behavior. The paper discusses issues related to customer churn analysis and illustrates the adaptation of Survival Analysis to understand customer churn status and relationship duration distribution in DLs.
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Yu-TeTu, Yu-TeTu, e Tan-Kui Hsu . "The Impact of Brand Image and Customer Commitment on Loyalty: An Empirical Study of Automobile Sector". Information Management and Business Review 5, n.º 4 (30 de abril de 2013): 181–93. http://dx.doi.org/10.22610/imbr.v5i4.1042.
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Corporate brand image has been assessed as an important antecedent of customer commitment and loyalty. Corporate brands help companies achieving higher performance, such as sales. A poor brand image will lead to disaster, and lose customers. Marketing exists to deliver more value to satisfy customers as well as build a long-term and mutually profitability relationship with customers. If a firm’s products or services do not satisfy or meet the customer’s needs and wants, all the strategies are insufficient. With loyal customers, companies can have higher market share and reduce the operating cost. This initial study was from relevant literature, then set up research structure and hypotheses. Survey was employed, and respondents were collected from automobile sector in Taiwan. There were 170 usable questionnaires to analyze normality, convergent and discriminant validities, and SEM model by PASW 18 and AMOS 18.0. The research found that corporate brand image significantly affects customer commitment and loyalty, and customer commitment has strong impact on customer loyalty for the sample. Therefore, firms need to specifically focus on a long-term and mutually profitability relationship with a customer and create loyalty as competitive advantages in the markets.
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Peksa, Tereze, e Jānis Pekša. "E-COMMERCE RETAIL CUSTOMERS REPURCHASE FACTORS INFLUENCING IDENTIFICATION". ENVIRONMENT. TECHNOLOGIES. RESOURCES. Proceedings of the International Scientific and Practical Conference 2 (17 de junho de 2021): 131–35. http://dx.doi.org/10.17770/etr2021vol2.6620.
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With the fast-paced technological development era and the importance of using the Internet in our daily lives, e-commerce as shopping no longer seems new or unusual. Regardless of type or size, companies are using e-commerce advantage to compete in the market. Each of these companies needs a circle of independent and loyal customers. When the customer is satisfied, he gives positive feedback about the company and makes a repeat purchase. In this way, he attracts new customers to the company and provides an independent income for the company. Certain factors influence the customer's attitude and behavior. It is essential to determine what influences their customers' choices when competing to earn profit in the market; the customer must be satisfied in order for him to want to make a repurchase. Repurchases from customers indicate a loyalty to the company. Customer loyalty can be the result of a company consistently meeting and exceeding its customer expectations. Customer loyalty can have a significant impact on business growth. To assess and identify the factors influencing customer satisfaction, they are identified and offered a conceptual reflection of the current situation and offer a conceptual model of Identification Causes and Effects of Customer Satisfaction Framework (IceCSF) in e-commerce retail.
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Koesharijadi, Koesharijadi. "Factors Affecting Loyalty Customer Services Banking Industry in East Java". International Journal of Business and Management 11, n.º 6 (25 de maio de 2016): 168. http://dx.doi.org/10.5539/ijbm.v11n6p168.
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<pre>The purpose of this study was to determine the factors contained in the quality of services and how these factors influence the underlying between the formation of customer loyalty in the banking services industry.</pre><pre>This study is designed for internal and external customers banking is also seen as internal and external customer banking. Respondents of this research there are two types of internal respondents with a sample of 152 people and external respondents with a sample of 198 people, the number of total samples of 350 people in the banking industry in East Java. Data was collected through a questionnaire with statements that refer to Likert scale. Data analysis was performed using AMOS program.</pre>The results showed that the image of the organization significantly influence customer expectations and customer value, organizational image does not affect the customer's satisfaction. Internal service quality significantly influence employee satisfaction and employee satisfaction significantly influence the quality of external services. External service quality effect on customer value. Customer expectations significantly influence the external service quality and value for the customer but the customer expectations significant negative effect on customer satisfaction. Value customers significant effect on customer satisfaction and customer loyalty. Customer satisfaction significantly influence customer loyalty.
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Muhammad Ismuroji, Endang Sulistya Rini e Beby Karina Fawzeea Sembiring. "INFLUENCE OF BRAND IMAGE AND CUSTOMER SATISFACTION TO BRAND LOYALTY THROUGH BRAND LOVE AS A MEDIATION VARIABLE IN STARBUCKS MULTATULI MEDAN". International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 3, n.º 2 (12 de abril de 2023): 557–68. http://dx.doi.org/10.54443/ijebas.v3i2.803.
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Along with rising population and income levels, it has become a major factor in the rising demand for non-consumption-based necessities, which many have adopted as a way of life. The expansion of the Coffee Shop industry has made coffee an integral part of people's lifestyles. Starbucks' continued existence depends on customer loyalty. Starbucks Multatuli's efforts to maintain brand loyalty are still relatively low. Customers continue to prefer other coffee shops over Starbucks. However, the customer's affection for Starbucks will cause the customer to form an emotional bond with Starbucks. Consequently, the customer's emotional attraction to Starbucks and feelings of pleasure will increase customer satisfaction. Thus, a positive brand image will provide customers with a positive experience, which will foster a sense of love for Starbucks and increase brand loyalty. This study's objective is to examine how brand image and customer satisfaction influence brand loyalty via brand love. Four variables comprise the survey: brand image, customer satisfaction, brand loyalty, and brand love. Accidental sampling is used for sampling. The population of this study consisted of 120 Starbucks Multatuli customers who participated in the survey. Using the SmartPLS 3.0 application, PLS-SEM was utilized for data analysis. The results indicated that brand image and customer satisfaction had a significant effect on brand love, a significant effect on brand loyalty, and a significant effect on brand loyalty via brand love.
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Raheem, A. Abdul. "Assessment of Quality Service in Public Sector Banks: an Empirical Analysis (an Application of Linear Model)". Ushus Journal of Business Management 5, n.º 1 (10 de janeiro de 2006): 9–20. http://dx.doi.org/10.12725/ujbm.7.2.
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Customer service in banks is being talked about everywhere. In various forums, in the press and in conversations, customer service is in the news. Customer's service in banks is a systematic concept. A successful bank of the future will be the one that excels in customer service and provides them a range of service and product and does continues exercise in improving its potential to serve well. The very nature of service marketing requires that service organization should devote more attention on offering efficient service to the Customers. As the service invisible they can gain confidence and good will through efficient and prompt Customer service only. Among the services Public sector Banks play an important role in marketing various types of needs of customers. The public sector banks work on the good will of the customers. The best way of servicing and prospering in the competitive environment is through providing prompt, relevant and efficient customer service at reasonable cost
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Zhan, Xiaojun, Wenhao Luo, Hanyu Ding, Yanghao Zhu e Yirong Guo. "Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective". Journal of Service Theory and Practice 31, n.º 3 (12 de janeiro de 2021): 296–317. http://dx.doi.org/10.1108/jstp-01-2020-0009.
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PurposePrior studies have mainly attributed customer incivility to dispositional characteristics, whereas little attention has been paid to exploring service employees' role in triggering or reducing customer incivility. The purpose of the present study is to propose and test a model in which service employees' emotional labor strategies affect customer incivility via influencing customers' self-esteem threat, as well as examine the moderating role of customer's perception of service climate.Design/methodology/approachBased on a matched sample consisting of 317 employee-customer dyads in China, multiple regression analysis and indirect effect tests were employed to test our model.FindingsThe study shows that employee surface acting is positively related to customer incivility, whereas deep acting is negatively associated with customer incivility. Moreover, customer self-esteem threat mediates the relationship between both types of emotional labor and customer incivility. Customer perception of service climate moderates the relationship between deep acting and customer self-esteem threat.Originality/valueThe current research broadens the antecedents of customer incivility from the employee perspective and sheds more light on the role of customer self-esteem in the interactions between employees and customers. It also demonstrates a complementary relationship between service climate and individual employees' emotional labor strategies, thereby expanding the existing understanding of the management of employees' emotional labor.
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Hilda Zannuba, Silvanda, e Dian Prawitasari. "PENGARUH GAYA HIDUP DAN KUALITAS PELAYANAN MELALUI KEPUASAN KONSUMEN TERHADAP MINAT BELI ULANG". Jurnal Fokus Manajemen Bisnis 12, n.º 2 (23 de outubro de 2022): 176–93. http://dx.doi.org/10.12928/fokus.v12i2.6640.
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The purpose of this study is to analyze the mediating role of customer satisfaction in the relationship between a customer's lifestyle and service quality to repurchase intention. The population in this study were the customers of Hijablogue Boutique in Brebes Regency with a number of samples of 100 customers. The sampling technique used in this study is purposive sampling. The collected data were analyzed with Multiple Linear Regression Analysis. The results of the study indicate that lifestyle and service quality has a positive influence on customer satisfaction. Lifestyle, service quality and customer satisfaction have a positive influence on repurchase intention. Lastly, customer satisfaction could mediate the influence of lifestyle and service quality on repurchase intention.
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Vitram, Khansa Lathifah, Muhammad Iqbal Rasa e Suharto Harto. "CUSTOMER INTIMACY, CUSTOMERS EXPERIENCE, CUSTOMER SATISFACTION, CUSTOMER BONDING DAN CUSTOMER VALUE DALAM LOYALITAS NASABAH DI BANK SYARIAH". Ekonomi & Bisnis 22, n.º 1 (7 de junho de 2023): 44–54. http://dx.doi.org/10.32722/eb.v22i1.5765.
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Pada perkembangan perekonomian di Indonesia yang semakin maju, khususnya pada sektor perbankan syariah. Dengan pertumbuhan perbankan syariah di Indonesia telah menciptakan banyak investor dan nasabah dengan berbagai penghimpunan dana. Tingginya minat masyarakat terhadap perbankan syariah untuk menabung dan melakukan pembiayaan membuat sektor perbankan semakin prospektif. Dalam hal ini membuat persaingan dalam sektor perbankan syariah semakin kompetitif, terutama bagi bank syariah dengan segmen pasar yang sama, bank syariah mengalami peningkatan yang cukup signifikan dari tahun ketahun. Dari peluang tersebut banyak bank syariah diIndonesia berlomba-lomba bersaing guna untuk memenuhi kebutuhan nasabah. Dalam hal ini Bank syariah mempunyai peran penting yaitu untuk selalu memenuhi kebutuhan nasabah dengan menyediakan produk atau layanan yang beretika sesuai dengan prinsip-prinsip syariah dan menyediakan aksesibilitas ternyaman melalui berbagai sarana kapanpun dan dimanapun. Penelitian ini merupakan penelitian yang bertujuan untuk mengetahui pengaruh Customer Intimacy, Customer experience, Customer satisfaction, Customer Bonding dalam bank syariah.
Kata kunci : Customer Intimacy, Customer experience, Customer satisfaction, Customer Bonding,Costumer Value, Bank syariah
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Awad, Nancy Awadallah. "Examining the Impact of E- Shopping on Customer Loyalty". International Journal of Online Marketing 9, n.º 3 (julho de 2019): 82–94. http://dx.doi.org/10.4018/ijom.2019070105.
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The majority decisions of online customers make are by tracing the electronic word of mouth and online comments which belong to previous customers and is affected by some fears. This study applied a decision tree method to customer data of those who visit a popular group on Facebook (SouqEgypt). Findings in this study indicated that social media marketing for increasing customer's retention and loyalty are influenced by customer's income, education level and occupation. This study helps marketing managers to enhance customer loyalty and in the long run maximize returns on marketing.
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Widayanto, Nofa Hari, e Ali Mursid. "Analisis Pengaruh Kualitas Layanan Dan Citra Perusahaan Terhadap Keputusan Mengambil Kredit Produktif Pada Bank Jateng Dengan Kepercayaan Sebagai Variabel Mediasi (Studi Kasus pada Bank Jateng Cabang Pembantu Wanadadi Banjarnegara)". Magisma: Jurnal Ilmiah Ekonomi dan Bisnis 10, n.º 2 (20 de julho de 2022): 244–57. http://dx.doi.org/10.35829/magisma.v10i2.232.
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This study intends to analyze how service quality and corporate image influence customer decisions to take productive credit mediated by trust in Bank Jateng Wanadadi Sub-Branch. Productive credit customers were used as the population in this study, which consisted of KLKK (Employee Cooperative Credit Linkage) customers, KWU (Enterprise Credit), KUP (Productive Business Credit), MSME and Cooperative Credit, Extra Credit, Mitra Jateng 25 Credit, and KUR (KUR). Samples were taken through non-probability sampling method using saturated samples. Respondents were 162 customers who were used as samples. Data analysis used SEM analysis, bootstrapping method, and VAF method. The results of the study indicate that (1) the customer's decision to take productive credit at Bank Jateng Wanadadi Sub-Branch is influenced by service quality; (2) the customer's decision to take productive credit at Bank Jateng Wanadadi Sub-Branch is not influenced by the company's image; (3) service quality affects customer trust in Bank Jateng Wanadadi Sub-Branch; (4) corporate image affects customer trust in Bank Jateng Wanadadi Sub-Branch; (5) the customer's decision to take productive credit at Bank Jateng Wanadadi Sub-Branch is influenced by trust; (6) there is a mediating effect of trust on service quality in influencing customer decisions to take productive credit at Bank Jateng Wanadadi Sub-Branch; and (7) there is no mediating effect of trust on company image in influencing customer decisions to take productive credit at Bank Jateng Wanadadi Sub-Branch.
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Tifliyah, Siti Zainut, Fatchur Rohman e Noermijati Noermijati. "EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT TO CUSTOMER RETENTION MEDIATED BY CUSTOMER SATISFACTION AND CUSTOMER LOYALTY". JURNAL APLIKASI MANAJEMEN 19, n.º 4 (1 de dezembro de 2021): 896–904. http://dx.doi.org/10.21776/ub.jam.2021.019.04.17.
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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.
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Sukmawan, Rio, e Zulganef Zulganef. "The Influence Of Insurance Service Reputation, Customer Relationship Management, And Price Attractiveness On Insurance Service Customer Customer Experience: A Literature Review". International Journal of Business, Economics, and Social Development 4, n.º 1 (2 de fevereiro de 2023): 32–37. http://dx.doi.org/10.46336/ijbesd.v4i1.366.
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In the service industry, a positive company reputation will influence customers' decisions to choose that business for their insurance needs. This reputation is systematically built by upholding the importance of responsibility and engaging in open dialogue with clients to foster a sense of client loyalty to insurance services. Customer loyalty is significantly influenced by customer relationship management. The most crucial thing for management to do is to uphold trust and service standards so that clients are satisfied with the products and services the business offers. Price is not only significant to customer service but also a key indicator of service quality. Client experience can influence a customer's trust in a company. The purpose of this literature review is to provide an overview of previous research on the impact of insurance service reputation, customer relationship management, and price attractiveness on insurance service customers' experiences. The method used is a literature review, which is a study that collects, comprehends, analyzes, and then concludes national and international journals. The findings of this literature review show that there is a relationship between customer loyalty and customer experience and the reputation of insurance services. Additionally, there is a relationship between customer relationship management and price attractiveness on customer loyalty and customer experience.
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Lohonauman, Hans. "IPTEKS PERHITUNGAN COSTUMER LIFETIME VALUE". Jurnal Ipteks Akuntansi Bagi Masyarakat 4, n.º 1 (17 de julho de 2020): 19. http://dx.doi.org/10.32400/jiam.4.1.2020.29236.
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Everyone has a goal to make high profitsin business,. Therefore, every entrepreneur requires value that need to be maintained. This value gives a good attitude to the customers to build a long-term relationship. One of the factors that determine the success of a business is the customers. Customer lifetime value should be noticed by the entrepreneur since it becomes a ways to measure customer's profitability, to analyze marketing, and it is also can be used to create a mindset in running a business. Customer Lifetime Value (CLV) also can create the customer loyalty which can impact for profitability.
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Terziev, Venelin, Vanya Banabakova e Marin Georgiev. "Customer's profitability analyses and customer service policies". Journal of Innovations and Sustainability 3, n.º 3 (1 de setembro de 2017): 39–48. http://dx.doi.org/10.51599/is.2017.03.03.39.
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Most organizations do not pay attention to the customer's profitability. It is also appropriate to improve this activity by first applying a model of customer profitability analysis. One of the basic principles of customer return analysis, which the provider must implement, is to disclose and describe all the expenses, specific to each individual customer. A useful way to uncover these costs is to determine which expenses will be dropped if the customer is discontinued. Appropriate use of ABC is a differentiation analysis to identify which goods and services, which customers are more and which are less profitable for the organization, and depending on how to define the policy for serving different categories of customers and the sale of goods and services with different participation in sales and profits. The present study explores the opportunities of measuring customer profitability, analyzes the connection- service’ expenses, a cost-effective client and presents the application of the ABC method - analysis to distinguish the customer service policy.
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Smirnova, A. S., e A. A. Khanova. "Conceptual Structure of the Insurance Company's Customer Database Management System". Proceedings of the Southwest State University 24, n.º 2 (4 de outubro de 2020): 122–35. http://dx.doi.org/10.21869/2223-1560-2020-24-2-122-135.
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Purpose of research is to develop a conceptual structure for managing the customer database of the insurance company based on the integration of models of data mining and system dynamics. The implementation of the conceptual structure involves clustering the customer database, modelling the dynamics of the customer database and developing strategic goals for each segment of the customer database in order to increase customer lifetime value.Methods. The article presents a theory-multiple model of the insurance company activity in the context of customer relationship management, which made it possible to determine the logical structure, system relationships as well as a set of functions performed within this process.Results. The proposed conceptual structure of the customer relationship management system includes tools for analyzing key indicators of the customer database, segmenting the database using several clustering methods and structuring by indicators of customer's profitability, satisfaction with insurance services as well as strategizing sales development for each customer segment, which includes the formation of management decisions in the form of marketing activities, optimizing costs and expenses in promoting services on the market due to rational and competent positioning.Conclusion. Based on the task set, an algorithm that allows analyzing the customer database by key indicators, segmenting, structuring customers and forming sales development strategies of the insurance company aimed not only at retaining existing customers but also at increasing the value of each one by increasing customer lifetime value and increasing sales for each cluster as well as increasing the volume of insurance premiums by attracting new customers is proposed.
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Ahmed, Irfan, Shahid Mahmood . e Umar Farooq . "Determinant Attributes of Customer Choice of Banks, Supplying Mortgage Products". Journal of Economics and Behavioral Studies 4, n.º 5 (15 de maio de 2012): 287–96. http://dx.doi.org/10.22610/jebs.v4i5.329.
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The present study focuses on finding out the main attributes that determine the customer’s choice of bank for supplying the mortgage products. The data has been gathered through questionnaires from 400 customers using mortgage products of different banks. Reviewing the literature four variable are taken for study to determine the dependent variable customer choice of banks using mortgage products and they include cost of bank, quality of services, confidence of customer in bank and convenience of customer using mortgage product. Results were analyzed using ordinary least square (OLS) regression and correlation techniques and findings of the data have been tested which appeared as significant statistically. The results indicated that choice of customers for the mortgage product depends on all the independent variables like quality of services, cost of mortgage product, confidence level of customers build by the bank and convenience of the customers. Further analysis can be done on exploring more independent variables, which are important for customers in choosing a bank providing mortgage products.
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B., Kamaladevi, e Vanitha Mani M.R. "e-Shopping Experience in e-Tail Market". International Journal of Information Systems and Social Change 5, n.º 2 (abril de 2014): 13–24. http://dx.doi.org/10.4018/ijissc.2014040102.
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Survival of fittest and fastest is the mantra of today's business game. In the modern e-Business era, the retailer must focus on the customer's e-Tailing experience to survive in the e-World. To focus an e-Customer's experience towards e-Tailing, the retailers should understand what “e-Tailing” actually means. e-Retailing is a form of electronic commerce which allows consumers to directly buy goods or services from a seller over the Internet using a web browser. e-Tailing can be referred as e-web store, e-Shop, e-Store, Internet shop, web-shop, web-store, online store, and virtual store. On the other hand, e-Customer Experience Management is a strategy that focuses the operations and processes of an e-Business around the needs of the individual e-Customer. It represents a strategy that results in a win–win value exchange between the e-Tailer and their e-Customers. The goal of e-Customer experience management is to move customers from satisfied to loyal and then from loyal to advocate. This paper focuses on the role of macro factors influencing e-Customers to make e-Shopping and how they can shape e-Customer experiences and behaviors. As a result, e-Store information quality, e-Shopping cost, e-Store design quality, e-Privacy/security, e-Customer service and e-Delivery service quality are found as the macro factors influencing e-Customers towards e-Tailing.
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Purnomo, Agustina Multi. "Social Factors and Social Media Usage Activities on Customer Path 5A Continuity Due to E-Marketing Communication". International Journal of Social Science and Business 7, n.º 1 (13 de dezembro de 2022): 11–24. http://dx.doi.org/10.23887/ijssb.v7i1.46701.
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The customer path 5A approach proposed the customer's personalization and communication on social media marketing. The previous studies suggested the influence of customer's social factors were age, gender, income, and occupation on customer path 5A due to X's e-marketing communication. This study added social media usage activity. However, the previous study did not analyze the customer's role in path 5A phase continuity. This study examined the influence of social factors and social media usage activity on the consumer path 5A continuity due to restaurant X's e-marketing communication. The research method was quantitative, with a survey of 400 samples. The samples were taken from Instagram followers and average monthly visitors of restaurant X in 2021, or 11,400 people. The one-way ANOVA tests found that customers' social factor was significantly different in influencing customer path 5A was the occupation. The social media usage activity was another factor influencing customer path 5A was the internet spending category. The two customer factors influenced the partial customer path 5A category and did not denote the customer path 5A phase continuity as the previous study suggested. Further research is needed to explain the reason for the discontinuity between each customer Path 5A's phase.
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Homburg, Christian, Jan Wieseke e Torsten Bornemann. "Implementing the Marketing Concept at the Employee-Customer Interface: The Role of Customer Need Knowledge". Journal of Marketing 73, n.º 4 (julho de 2009): 64–81. http://dx.doi.org/10.1509/jmkg.73.4.064.
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Although the identification of customer needs constitutes a cornerstone of the marketing concept, the accuracy of frontline employees’ perceptions of customer needs has never been examined in a systematic manner. Following research in social cognition, this article introduces the concept of “customer need knowledge” (CNK), which describes the extent to which a frontline employee can accurately identify a given customer's hierarchy of needs. The results of two large-scale, multilevel investigations involving data from three different levels (customers, employees, and managers) demonstrate the importance of CNK for the provision of customer satisfaction and customer value. In particular, CNK fully mediates the influence of employees’ customer orientation and cognitive empathy on these customer outcomes. Moreover, whereas the length of the relationship between an employee and a particular customer enhances CNK, a large age discrepancy in relation to the customer decreases employees’ level of CNK.
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Wicaksono, Yanuar. "SEGMENTASI PELANGGAN BISNIS DENGAN MULTI KRITERIA MENGGUNAKAN K-MEANS". Indonesian Journal of Business Intelligence (IJUBI) 1, n.º 2 (7 de março de 2019): 45. http://dx.doi.org/10.21927/ijubi.v1i2.872.
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Customer knowledge is an important asset, in gathering, and managing from sharing customer knowledge into valuable capital for the company. This causes the company to continue to innovate in producing products and serving according to customer needs. To find out the needs of each customer, the company needs to make customer segmentation. Customer segmentation is defined as the division into different groups with similar characteristics to develop marketing strategies that are tailored to customer characteristics. The easiest, simplest, well-known and commonly used model of customer characteristics is the model of the recency, frequency, monetary (RFM) criteria. The RFM model still has weaknesses in low customer segmentation capacity and does not provide information on the continuity of customer transactions in understanding customer loyalty. The research method used is the Knowledge Discovery in Database (KDD) method. The data is transformed into another format that suits the needs of analysis and then the customer is segmented using clustering data mining techniques with the K-Means algorithm. From the experiments, the RFM model guesses loyal customers when reviews, frequency and monetary are high. In reality, the recency only provides information on the customer making the last transaction and the high number of transaction frequencies can be done without the customer's stability in making transactions each period. Implementing multi-criteria in customer segmentation can be better than just RFM criteria. So it will not be wrong to treat customers according to the groups that have been formed.
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Medberg, Gustav, e Kristina Heinonen. "Invisible value formation: a netnography in retail banking". International Journal of Bank Marketing 32, n.º 6 (26 de agosto de 2014): 590–607. http://dx.doi.org/10.1108/ijbm-03-2014-0041.
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Purpose – The purpose of this paper is to explore value formation in the customer-bank relationship outside the line of visibility of service encounters. The customer's own context has been overlooked by the bank marketing literature as it is traditionally focused on value created by the service process and outcome. Design/methodology/approach – Positioned within the customer dominant logic, a netnography was conducted to explore how bank relationships are realised in customers’ own contexts and experiences. A total of 579 postings from discussions of retail banking in 18 online communities were collected and analysed. Findings – The study uncovered four factors of invisible bank service value experienced by customers: shared moral value, responsibility value, relationship value, and heritage value. Research limitations/implications – The study conceptualises bank service value as realised in the customers’ own contexts and thus highlights previously hidden sources of value in banking. The findings can be used for further conceptualisations of the customer dominant value formation of bank services. Practical implications – The netnographic method illustrates how naturalistic data about customers’ retail bank experiences can be retrieved unobtrusively. The findings help bank management to understand what comprises customer value beyond the service encounter. Originality/value – The paper contributes to the research in service marketing and bank marketing in three ways: first, a methodological contribution is the introduction of a netnographic approach to bank service value research. Second, a theoretical contribution is the uncovering of invisible value formation in the customer-bank relationship. Third, the paper uses the customer dominant logic in a banking context, thus providing insights into how banks are involved in the customer's own life.
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Ugolkov, Ievgenii, e Oleh Karyy. "Supporting the customer journey with digital instruments of marketing communications". Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia 53, n.º 2 (25 de outubro de 2019): 109. http://dx.doi.org/10.17951/h.2019.53.2.109-119.
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<p>This article describes the possibilities of improving customer satisfaction from the company's involvement in every point of interaction via digital marketing communication instruments and the customer's journey map concept. To achieve this goal, the literature on the concept of customer travel was examined, the results from a two-year monitoring of two production companies were selected and the companies' online and offline marketing communication with clients was presented. The findings indicate that the customer experience should be simple and intuitive for the customer's perception. The customer experience is not limited to certain channels of interaction and is not one-time. Rather, it is the sum of the customer's feelings at every point of their interaction with the company that accumulates during the customer's journey. Managers must design and create a customer’s travel map in order to direct their customers to a correct purchase decision, according to the company. The customer journey map includes elements such as staff, instruments and content, each of which influences the final customer experience and together create synergies that give the company the opportunity to maximise customer satisfaction and increase its income. Effective management of the customer's journey map design must be supported by digital means, especially in marketing communication. The customer's journey map should be tailored to the specific industry and this opens up the need for further research in this field.</p>
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Goli Nia, Abdulhamid, e Mehdi Naeimi. "Investigating the relationship between relationship marketing with customer responsiveness regarding the role of mediator of customs customers' trust in Golestan province". Journal of Management and Accounting Studies 5, n.º 03 (10 de agosto de 2019): 40–44. http://dx.doi.org/10.24200/jmas.vol5iss03pp40-44.
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The purpose of this study was to investigate the relationship between the relationship between marketing and customer responsiveness with respect to the role of mediator of customs customers' trust in Golestan province.Methodology:The research method used was descriptive correlational survey. The statistical population of this study included all customs customers in Golestan province was unlimited. The sample size was 384 according to Krejcy and Morgan tables. The method of this research was stratified random. The research data were collected using library and field method and the tool used was a questionnaire. The reliability of the questionnaires was confirmed by Cronbach method and the validity of the tool was confirmed by the content method. Also for analyzing the data, the structural equation test was used using pls software.Results:The results show that there is a significant relationship between the relationship between marketing and customer responsiveness with respect to the role of mediator of customs customers trust in Golestan province. Conclusion: It can be concluded that there is a meaningful relationship between the financial benefits with the customer's trust, also and it can be concluded that there is a meaningful relationship between social factors with customer trust, and that there is a meaningful relationship between the structural links with the customer's trust, finally it can be concluded that there is a meaningful relation between customer trust and customer responsiveness.