Customer Relationship Quality Research Articles

Strategies to Build Customer Trust Based on Service Quality and Relationship Quality: Anchorage Study in Riau Islands

This study examines the potential of anchor anchor services in Riau Islands Province (Kepri), focusing on service quality and customer relationships that can affect the satisfaction of anchor anchor service users. Data from a survey of 100 vessels using anchor berthing services in Kabil Kepri waters shows that the quality of service and the quality of customer relationships significantly affect customer satisfaction. The results of regression analysis show that service quality and relationship quality simultaneously contribute greatly to customer satisfaction, with the value of the coefficient of determination reaching 68%. Service quality has a greater influence than relationship quality on customer satisfaction. The implications of this study show that quality service and good customer relations can increase customer satisfaction in using anchor anchor services. The conclusion of this study emphasizes the need for a comprehensive strategy in improving service quality and customer relations in anchorage management in Riau Islands waters. Suggestions for further research are further exploration of more representative indicators of service quality and customer relations as well as increased academic studies in the field of port marketing, especially related to anchorage objects.

Relationship between Customer Management Micro, Small and Medium Enterprises (MSMEs) and Marketing Performance in Banten

Introduction: The current economic crisis in Indonesia, micro, small, and medium-sized enterprises (MSMEs) have proven to be very resilient. When expanding a nation's economy, micro, small, and medium-sized businesses (MSMEs) play a crucial and vital role, so that’s why the researcher want to know about The aim of this research is to see the influence of customer relationship quality on the marketing performance of MSMEs. Materials and Methods: Sampling from food and beverage MSMEs in Banten province. The sample size was 209 respondents. Data collection using a questionnaire with direct interviews with respondents. Secondary data was obtained from BPS Banten Province. analysis technique using the SEM method  Results: There is a relationship between Micro, Small and Medium Enterprises (MSME) Customer Management and Marketing Performance with a p value above 0.05.

The Influence of Customer Loyalty through Customer Satisfaction with Islamic Religiosity as a Moderating Variable

With Islamic religiosity serving as a moderating factor, customer satisfaction with Bank Syariah Indonesia clients in Malang Raya is the study tool used to assess the impact of relationship and service quality on customer loyalty. a kind of quantitative study. 320 respondents from Malang Raya served as the sample size. Purposive and proportional random sampling are the sample methods used. Malang City, Malang Regency, and Batu City were all taken into account using proportional random sampling. Using SEM PLS, the data were examined. The study's conclusions show that although relationship quality has no appreciable effect on customer loyalty, customer happiness and service quality do have a significant impact. Customer happiness is significantly impacted by relationship and service quality. The mediation test indicates that customer satisfaction can influence customer loyalty via mediating the effects of service quality and relationship quality. Subsequent study findings, including the Islamic religiosity moderation test, demonstrated that the effects of customer happiness, relationship quality, and service quality on customer loyalty could not be balanced.  

뷰티 전문가의 매력자본이 고객의 관계품질 및 재구매의도에 미치는 영향

The purpose of this study is to investigate the relationship between customer satisfaction, relationship quality, and repurchase intention between beauty experts' erotic capital as perceived by customers and to empirically analyze the mediating effect of customer satisfaction. The survey was conducted on 250 customers who visited beauty shops in the Seoul and Gyeonggi metropolitan areas and experienced beauty services, and data were collected through a structured questionnaire. The results derived through a series of research procedures are as follows. First, First, the attractive capital of beauty experts was found to have a statistically significant positive (+) effect on customer satisfaction and relationship quality. Second, beauty experts' customer satisfaction was found to have a statistically significant positive (+) effect on relationship quality and repurchase intention. Third, Customer satisfaction was found to have a statistically significant partial mediating effect in the relationship between the beauty expert's erotic capital as perceived by beauty consumers and repurchase intention.

Entrepreneurial Dynamics: Investigating the Success Factors in Start-Ups and Franchises in Egypt

Abstract This study embarks on a comprehensive comparative analysis of start-up ventures and franchise operations within Egypt’s burgeoning pharmacy industry, with a key focus on delineating the challenges and success determinants inherent in each business model. Adopting a mixed-method research design, the study utilizes surveys and questionnaires to extract empirical data on pivotal variables such as customer satisfaction, brand image, relationship quality, and trust, thereby evaluating their collective influence on the overarching success of the business entities under scrutiny. A critical facet of this research is the exploration of communication's role in fortifying open innovation performance during business negotiations, particularly within the start-up milieu. This insight is invaluable, underscoring the significance of strategic communication in cultivating customer loyalty and trust, which are paramount in the nascent stages of business development. In summation, the research offers profound insights into the disparate operational dynamics characterizing start-ups and franchises in Egypt. This study not only illuminates the pathways to business success in the competitive Egyptian pharmacy sector but also contributes significantly to the broader discourse on entrepreneurship and business strategy in emerging markets. JEL classification numbers: D25, M13, M31. Keywords: Franchisee entrepreneurs, Start-ups, Customer satisfaction, Pharmacy industry.

Can gamified e-service quality improve customer value co-creation and relationship quality in e-retailing?

Purpose This paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing. Design/methodology/approach A questionnaire was used to collect data from a sample of 549 e-retailing customers who participated in a gamified online service process. A structural equation modeling approach was adopted to analyze the model. Findings The empirical evidence confirmed that GE-SQ encouraged customer value co-creation behavior and relationship quality. Customer value co-creation and relationship quality led to higher purchase intention. Also, value co-creation and relationship quality partially mediated the relationship between GE-SQ and purchase intention. Originality/value The findings increase our knowledge of GE-SQ and its behavioral consequences. Moreover, the study proposes and validates a theoretical framework based on GE-SQ, value co-creation and customer relationship quality. This study provides insight into using gamification as a practical tool in the e-retailing industry.

Mediating Role of Customer Relationship Quality between the Customer Value Co-creation Behavior and Customer Loyalty

The purpose of this study was to determine the role of customer relationship quality in mediating the relationship between customer value co-creation behavior and customer loyalty in Egyptian private hospitals and medical centers in Assiut Governorate. The descriptive analytical method was used in the study. 445 of the 500 patients in the sample were collected by a questionnaire, which was valid for statistical analysis. The study’s findings supported the mediating role of customer relationship quality in the relationship between customer value co-creation behavior and customer loyalty. Implications, recommendations, and potential future studies in the subject of study were discussed.

Do social media marketing activities promote customer loyalty? A study on the e-commerce industry

PurposeThe research paper examines the impact of perceived social media marketing activities (SMMAs) (interaction, entertainment, customization, trendiness and word of mouth (WOM)) on customer loyalty (CL) toward e-commerce providers. The study also explores the mediating role of customer relationship quality (CRQ) (commitment, trust and satisfaction) on the relationship between perceived SMMAs and CL.Design/methodology/approachThe study is based on the S-O-R model, which states that characteristics of the environment (stimulus) arouse a cognitive state (organism) that results in positive or negative behavior (response). The present study proposes the characteristics of the e-commerce environment as stimuli (S), the inner state of customers as an organism (O) and consumer behavior as the response (R). This study investigated the responses of 487 social media users through structural equation modeling (SEM).FindingsThe results offer three crucial findings. First, the study validated that perceived SMMA comprises five dimensions (interaction, entertainment, customization, trendiness and WOM) in the Indian e-commerce context. Second, perceived SMMA significantly influences CRQ (commitment, trust and satisfaction). Third, CRQ significantly mediates the relationship between perceived SMMA and CL.Originality/valueThe study attempts to understand the effect of perceived SMMA on CL via CRQ in an e-commerce context, especially in an emerging economy like India. The present study argues that the SMMA of e-commerce is likely to be reflected in CL when the consumers experience CRQ through commitment, trust and satisfaction. Thus exploring the mediating role of CRQ is the authors' contribution.

Impact of Electronic Customer Relationship Management and Quality Moderated by Sharia Compliance on Loyalty (Study on Islamic banks in Jakarta)

In the rapidly digitizing landscape of Islamic banking, innovation is imperative for competitiveness and delivering top-tier services to customers. Electronic Customer Relationship Management (E-CRM) emerges as a key solution, streamlining interactions between banks and customers in the digital realm. This study delves into how E-CRM and Service Quality affect Customer Loyalty within Islamic banks, with a focus on Shariah Compliance as a moderating factor. The aim is to decipher how the Islamic banking sector can cultivate and enhance customer relationships in the digital age. Employing a quantitative approach, the research collects survey data from 212 Islamic bank customers through random sampling. Structural Equation Modeling (SEM), executed using IBM AMOS V.22 software, scrutinizes the collected data. Findings indicate a significant, positive contribution of E-CRM to Customer Loyalty. Interestingly, Service Quality doesn't wield a significant influence on Customer Loyalty, suggesting the presence of other influential factors in the Islamic banking arena. Notably, Shariah Compliance emerges as an important moderating element, bolstering the connection between Service Quality and Customer Loyalty, though it doesn't moderate the impact of E-CRM on Customer Loyalty.

Assessing the impact of artificial intelligence on customer performance: A quantitative study using partial least squares methodology

The purpose of this research is to examine the impact of artificial intelligence (AI) on customer performance and identify the factors contributing to its effectiveness by employing a quantitative approach, specifically the partial least squares method, to test the hypotheses and explore the relationships between various variables. The findings indicate that effective business practices and successful AI assimilation have a positive impact on customer performance. Additionally, the results of this study provide valuable insights for both academic and practical communities. This study highlights the importance of specific variables, such as organizational and customer agility, customer experience, customer relationship quality, and customer performance in AI assimilation. By exploring these variables, it contributes significantly to the academic, managerial, and social aspects of AI and its impact on customer performance.

Examining Intermediate Mechanism of Customer Participatory Market Orientation on High-Tech Firms’ Innovation Performance—Secondary Regulating Effect of Relationship Quality

The prosperity of the Internet economy enables consumers to better participate in corporate innovation and value creation; therefore, corporate innovation needs to be based on customer needs and market orientation, especially from the relationship quality between customer and company departments, to give full play to the market orientation and customer participation, which plays an essential part in company innovation performance. This study examined the direct effect of market orientation on innovation performance from employees’ perspectives, while the moderating effect of customer participation and relationship quality from customers’ perspectives. We collected data from 265 respondents, including Chinese high-tech companies’ managerial staff and company customers, and analyzed using the IBM Statistical Package for the Social Sciences (SPSS) and SPSS Analysis of Moment Structures AMOS software. The results of regression analyses show that customer participation plays a positive moderating role in the relationship between market orientation and company innovation performance; a quality relationship can also promote the moderating effect of customer participation. At the same time, under the conditions of high customer participation and high relationship quality, market orientation has the most significant impact on company innovation performance. The findings of this study have significant implications for researchers, chief executives of high-tech companies, and government regulatory bodies.

Leveraging Marketing Automation to Enhance Customer Relationship Management and Improve Management Performance in MSME B2B

This study aimed to explore the impact of using marketing automation in customer relationship management strategies and ultimately improving management performance in the context of B2B Micro, Small and Medium Enterprises (MSMEs). The research method involved primary data collection using a quantitative approach and a non-probability sampling method, specifically purposive sampling, on 105 samples that actively use marketing automation tools. The analysis technique used was Structural Equation Modeling (SEM) with the help of Lisrel 8.80 software. The results show that marketing automation has a positive and significant impact on B2B customer relationship management, with reach of message as the most dominant indicator, contributing 65.61%. Furthermore, B2B customer relationship management also has a positive and significant effect on Marketing Performance, where improving the quality of customer relationships is the most dominant indicator at 77.4%, and the most dominant indicator in shaping marketing performance is having a larger market, accounting for 42.25%. The conclusion of this study is that the use of marketing automation in customer relationship management strategies can improve the marketing performance of B2B-based MSMEs.

PERAN CUSTOMER EXPERIENCE TERHADAP LOYALTY, WORD OF MOUTH DAN RETENTION MELALUI RELATIONSHIP QUALITY


 
 
 
 Customer experience with a positive value will increase loyalty to bank service providers if it leads to relationship quality so that it will avoid churnout from potential customers and provide sustainable growth for the company. The purpose of this study was to determine the role of the bank's customer experience in influencing loyalty, word of mouth and retention supported by the intervening relationship quality variable. This research is a quantitative research using the Structural Equation Model (SEM) method which was processed using PLS 3. Respondents in this study were customers of Bank BUMN  and had filled out questionnaires online. The results of this study are that customer experience has a positive and significant effect on loyalty, word of mouth and retention through relationship quality as a mediating variable. This research has important managerial implications for companies, especially marketing management in making developing business strategies by considering aspects of Customer Experience and Relationship Quality so that the company's goals are to increase transactions, build long-term relationships with consumers and have a competitive advantage in market can be reached.
 
 
 

The impact of electronic customer relationship management strategies on customer loyalty: A mediated model

This study investigated the impact of electronic customer relationship management (e-CRM) strategies (functional and personal dimensions) on customer loyalty in the Jordanian telecommunication sector. The mediating role of perceived customer relationship quality (cognitive and an emotional dimensions) was tested in this relationship. Data was collected via online survey from 301 Jordanian online shoppers and analysed using structural equation modelling (AMOS). The results showed a significant and positive impact of the functional dimension on customer loyalty, while the personal dimension negatively affected it. However, the functional and personal dimensions had a positive effect of on perceived customer relationship (CR) quality, as it positively affected customer loyalty. Hence, CR quality is indirectly impacted the relationship between the functional dimension and customer loyalty; in other words, CR quality mediated the relationship between the personal dimension and customer loyalty. The study’s findings enhance the current understanding of the relationship between e-CRM strategies and customer loyalty in a context specific bounded to Jordan. In addition, it provides evidence of the mediating role of CR quality in the Jordanian telecommunication sector. This research suggests practical strategies for the Jordanian telecommunication industry to enhance customer loyalty.

The Impact of Influencer Attributes on Behavioral Intention through the Customer Relationship Quality

Recently, social networking services have surged in popularity, significantly elevating the influence of influencers engaged in SNS activities. This study investigated the correlation between several variables including influencer attributes, the quality of the relationship between influencer and customer, influencers' intentions to purchase products, and loyalty to them. It was observed that multiple factors considerably impacted these relationships. Nonetheless, establishing a commitment in the relationships between influencers and customers proved to be challenging, often resembling one-to-many connections rather than more intimate one-to-one engagements. Moreover, fostering stability within these relationships was deemed essential. These insights can assist companies in honing their influencer marketing strategies and in developing robust relationship-building approaches.

When a third party is a third chance: The impact of mediation on relationship quality with the firm in the post-recovery stage

The demand for mediation, in which a neutral third party offers advice to resolve a customer–firm conflict, continues to increase steadily in Europe. This article is the first to consider the recourse to mediation as a stage of the service recovery journey and empirically examine how the intervention of a mediator affects customer relationship quality in the post-recovery stage. The results indicate that the mediation outcome affects customers’ loyalty intentions toward the firm through the mediating effect of distributive justice. Considering neutrality as the foundational element of the mediation process, this research reveals a moderating impact of the mediation type (internal vs external) on the relationship between the mediation outcome and customers’ loyalty intentions toward the firm. The findings highlight the efficiency of the internal mediation over the external one after a favorable outcome and encourage firms to leverage mediation strategically to maintain customers, because it represents the last chance for firms to recover from the service failure.

PENGGUNAAN INFORMASI AKUNTANSI DALAM PENENTUAN STRATEGI UMKM DI ERA KENORMALAN BARU

The covid-19 pandemic that occurred more than a year ago has affected many businesses, including micro, small and medium enterprises (MSME). The focus of this study is to describe the effect of the pandemic on the business of micro, small and medium enterprises located in Daerah Istimewa Yogyakarta, Indonesia. The study investigates the strategies taken by MSME in coping with challenges of the pandemic and how MSMEs use accounting information in their routine business operation. Data for analysis were gathered by means of questionnaires distributed to owners and or managers of MSME in the Daerah Istimewa Yogyakarta Province.                 Based on the respondents’ answers, the pandemic has caused a decline is sales, difficulty in recovery of operating costs, and difficulty in financing. The strategy taken by most MSMEs to counter those problems were rescheduling production, changing marketing techniques such as using online marketing, and increasing the quantity and quality of customer relationship. During the pandemic, respondents have realized the usefulness of accounting information in operating the business. Respondents know the importance of recording transactions which leads to a better calculation of costs and profit.

Social Media Marketing Activities Role in Creating Loyalty of Islamic Banks in Indonesia

The increasing number of social media users in Indonesia highlights the growing importance of social media in fostering loyalty. Despite this, there is a lack of models available for analyzing the complex relationship between Social Media Marketing Activities (SMMAs) and loyalty, and the various mediating variables that impact this relationship. However, the Customer Relationship Quality (CRQ) model has emerged as a promising approach, providing a framework to analyze the impact of SMMAs on loyalty, as well as key mediating variables like trust, satisfaction, and commitment. Despite the strengths of this model, it has not yet explored the direct relationship between SMMAs and loyalty. In response, this study expands on this framework by adding this direct relationship to the model. To collect data, an online survey was used to gather responses from 138 followers of the Facebook and Instagram accounts of the five largest Islamic banks in Indonesia. The resulting data was analyzed using the powerful Structural Equation Modeling (SEM) approach, with the Smartpls software used to examine the complex relationships between variables.

Effect of Services Innovations on Customer Satisfaction Mediating role of Relationship Improvement in auto Industry

The study examines how service innovation affects customer satisfaction and relationship quality. This study uses customer satisfaction and relationship improvement to predict automotive service innovations. Honda and Toyota users in Lahore were surveyed using a quantitative approach to collect data. Honda 190 and Toyota 115 comprise the 305 sample. Non-probability data collection. Sample proportionally stratified. Factor analysis improves construct validity and reliability. regression analysis and Sobel test for hypothesis acceptance or rejection and mediation effects. This study found a positive and significant relationship between the independent, mediating, and dependent variables. Dealers and agents may be included to generalize the findings. Quantitative methods can reveal customer satisfaction factors. This research can help analyses customer care and management.

Relationship Marketing, Customer Experience and Customer Satisfaction: Testing Their Theoretical and Empirical Underpinning

Research aims: This study’s aim is to find out the influence of relationship marketing on customer experience and satisfaction.Design/Methodology/Approach: The applied research method of this study uses an explanatory survey utilizing accidental sampling of 140 respondents in the Rural Bank industrial sector, Lampung Province - Indonesia. Data is scrutinized utilizing the structural equation to test the proposed hypothesis. Research findings: The results found that (1) relationship marketing directly and positively affected customer experience and customer satisfaction, and (2) customer experience directly and positively impacted customer satisfaction.Theoretical Contribution/Originality: Customer satisfaction is the end of the chain that must be maintained to gain the sustainability of organizations. By emphasizing customer relationship quality and customer experience, it would strive to maintain transaction processes and strategies to impress customer satisfaction with the organizations.Practitioners/Policy Implications: Relationship marketing and customer experience are relevant concepts in marketing research because properly understanding these variables enables organizations to increase customer satisfaction and achieve a competitive advantage in the service and manufacturing sectors.Research Limitations/Implications: This research model was tested in the rural banking industry sector, Lampung Province - Indonesia, so the findings obtained limit generalization. Therefore, using longitudinal data, it is necessary to conduct a comparative and comprehensive study between relationship marketing, customer experience, and customer satisfaction.