This study aims to determine the implementation of the Customer Relationship Marketing (CRM) strategy in increasing Bank Bahteramas Customer Loyalty (CL) in Southeast Sulawesi. This research was conducted at 10 Bahteramas Bank Branch Offices in Southeast Sulawesi, namely; Kendari, Unaaha, Kolaka, Lasusua, Baubau, Raha, Wanci, Kasipute, Andoolo, Wanggudu. The sample in this study was 200 respondents who were distributed in all existing branch offices, where each branch office was taken, 20 respondents. The technique of determining the sample refers to the technique of accident sampling. This study uses multivariate regression. The results found that simultaneously CRM variables consisting of Bonding, Empathy, Reciprocity, Trust, and Commitment simultaneously had a significant effect on CL at Bahteramas Bank in Southeast Sulawesi. Then the partial test results (t-test) showed that: (1) Bonding as CRM strategy significantly influences on CL; (2) Empathy as CRM strategy has an insignificant effect on CL; (3) Reciprocal as CRM strategy has no significant effect on CL; (4) Trust as CRM strategy has a significant effect on CL; (5) Commitment as CRM strategy has a significant effect on CL.
This research is intended to test the effect of relationship marketing upon customer satisfaction and customer loyalty of the BankKonsep loyalitas akhir-akhir ini mendapat banyak perhatian baik dari kalangan pelaku bisnis maupun kalangan akademisi. Pergeseran konsep pemasaran dari transaction
The objective of the research is to examine the role of Supply Chain Integration (SCI) which consists of; suppliers, customers, and internal integration in building customer loyalty. This study uses data from 308 top managers of Tuna Fillets SMEs Industries in Southeast Sulawesi Province, Indonesia as respondents. The research model was analyzed by using PLS-SEM. The research found that SCI had a significant direct effect on operational performance and customer satisfaction. The research also found that operational performance and customer satisfaction had some impacts on increasing loyalty of Tuna Fillets SMEs Industries customers. The results of the analysis also provide information that operational performance and customer satisfaction can be a mediator of the influence of Supply Chain Integration.
The purpose of this study was to find out and analyze the influence of market orientation and product innovation on competitive advantage and the performance of marketing seaweed processing in Wakatobi. The variables of this study are market orientation, product innovation, competitive advantage and marketing performance. The population of this study was seaweed farmer groups with the number of respondents 48. The analysis used was descriptive and inferential analysis with the help of path analysis tools. The results of this study indicate that the direct influence of market orientation, product innovation and competitive advantage has a positive and significant effect on the performance of seaweed processing marketing in Wakatobi. While the indirect influence of market orientation and product innovation on marketing performance through competitive advantage plays a role in pseudo mediating.Tujuan penelitian ini adalah untuk mengetahui dan menganalisis pengaruh orientasi pasar dan inovasi produk terhadap keunggulan bersaing dan kinerja pemasaran pengolahan rumput laut di Wakatobi. Variabel penelitian ini adalah orientasi pasar, inovasi produk, keunggulan bersaing dan kinerja pemasaran. Populasi penelitian ini adalah kelompok petani rumput laut dengan jumlah responden 48. Analisis yang digunakan adalah analisis deskriptif dan inferensial dengan bantuan alat analisis jalur. Hasil penelitian ini menunjukkan bahwa pengaruh langsung orientasi pasar, inovasi produk dan keunggulan bersaing berpengaruh positif dan signifikan terhadap kinerja pemasaran pengolahan rumput laut di Wakatobi. Sedangkan pengaruh tidak langsung orientasi pasar dan inovasi produk terhadap kinerja pemasaran melalui keunggulan bersaing berperan dalam memediasi semu.
This study aims to determine the relationship between trust, satisfaction, and repurchase intention at online shopping providers, such as Tokopedia, Bukalapak, Lazada, Zalora, and Blibli, in Kendari City. In detail, this study also aims to determine the role of familiarity in strengthening the relationship between trust, satisfaction, and repurchase intentions. There are 250 respondents involved in this study obtained through convenience sampling technique. The analysis is carried out in 2 stages. The first stage is to simultaneously test the role of trust and satisfaction in increasing repurchase intention. The second stage is to determine the role of familiarity as a moderating variable. Moderating Regression Analysis (MRA) is used to test the causal relationship. The results of this study indicate that familiarity increases the effect of trust on satisfaction, the effect of trust on repurchase intention, and the effect of satisfaction on repurchase intention. The results of this study contribute to the development of the concept of relationship marketing, especially to increase repurchase intention through the development of the concept of familiarity. This study's limitation is that there is no comparison between familiarity attitudes for each online shopping service provider.
This study aims to test the role of relationship marketing on customer loyalty. The research used a quantitative approach with the survey method. The population of the research is all customers of BRI Bank in Kendari City Indonesia, where the respondent in this research is 77 customer. The cross-sectional data were collected to measure each variable research. Analysis research used Partial Least Squared (PLS) to test the role of each relationship marketing variable in building customer loyalty. The results explained that;(a) communication has a significant role on trust; (b) handling problem has a non-significant role on trust; (c) communication has a significant role on commitment; (d) handling problem has a non-significant role to commitment; (e)trust has a significant role on commitment; (f) communication has a non-significant role on loyalty; (g) handling problem has a non-significant role on loyalty; (h)trust has a significant role to customer loyalty; and (i) commitment has a significant role on loyalty. This study also found that the problem handling variable has no role in building customer loyalty. This study concludes that the BRI Bank is still not good at handling problems with its customers and the variables of trust and commitment play a significant role in mediating the role of communication in building customer loyalty.
This research is intended to test the effect of relationship marketing upon customer satisfaction and customer loyalty of the Bank Raykat Indonesia in Southeast Sulawesi. This research applies the explanatory type, namely a research conducted by giving an explanation on the symptoms produced by object of research.The samples of this research involve 200 saving deposits customer of Bank Rakyat Indonesia distributed based on purposive allocation of each Bank Rakyat Indonesia in Southeast Sulawesi. Then, they are analyzed by using SEM (structural equation modeling) by applying the program AMOS (analysis of moment structure) 4.01.The result of this research indicate that the relationship marketing have the positive and significant effect to the customer satisfaction and customer loyalty with the path coefficient each 0.556 and 0.501. And than, customer satisfaction have the positive and significant effect to the customer loyalty with the path coefficient 0.479. Beside that, the relationship marketing have the indirect effect to the customer loyalty, mediated customer satisfaction with the path coefficient 0.266.
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