Customer relationship marketing as the antecedents to increasing customer loyalty

Zaid, Sudirman; Juharsah, Juharsah; Yusuf, Hayat; Suleman, Nursaban Rommy

doi:10.20525/ijrbs.v9i5.865

Cited by 3 publications

(7 citation statements)

References 22 publications

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“…This means that empathy has no significant effect on customer loyalty and whether or not Bank Syariah Indonesia's empathy for customers will not affect customer loyalty. The test results are in line with previous studies by (Zaid et al, 2020) whose results show that empathy as a customer relationship marketing strategy that exists between bank employees and their customers has no significant effect on customer loyalty. This happens because several employees do not greet customers well, and do not understand the wants and needs of their customers so empathy is not a major component in increasing customer loyalty.…”

Section: Discussionsupporting

confidence: 90%

“…The confidence variable is measured by indicators adopted from (Ramadania, 2009) and consists of five question items. The commitment variable is measured by indicators adopted from (Sastra et al, 2018) and consists of five question items, and the empathy variable is measured by indicators adopted from (Zaid et al, 2020) which consists of four items. question.…”

Section: Methodementioning

confidence: 99%

“…(Husnain & Akhtar, 2015) in the Global Journal of Management and Business Research: E-Marketing, there are four key dimensions of relationship marketing, namely trust, communication, commitment, and conflict resolution. While (Zaid et al, 2020) in the International Journal of Research in Business & Social Science use five dimensions of relationship marketing, including bonding, empathy, reciprocity, trust, and commitment. For this study, the authors use the dimensions of trust and commitment as the dimensions of relationship marketing that are most emphasized and added to the empathy variable which is still not widely used as a variable to measure relationship marketing.…”

Section: Relationship Marketingmentioning

confidence: 99%

“…Empathy and Customer Loyalty (Zaid et al, 2020) empathy as a relationship marketing strategy as a relationship marketing dimension that leads to opportunities between consumers and producers to know and understand each other's perceptions. Based on the statement above, is in line with the research of (Derbew, 2019;Farida, 2015) which obtained the results that empathy significantly affects customer loyalty.…”

Section: Commitment and Customer Loyaltymentioning

confidence: 99%

See 3 more Smart Citations

Implication Of Relationship Marketing On Loyalty With Brand Image As A Moderation Variable

Lestari

Saibil²

2022

Al-Amwal : Jurnal Ekonomi Dan Perbankan Syari'ah

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The application of a relationship marketing strategy is necessary to create customers who are loyal to banking. In addition to relationship marketing, banks must also pay attention to their brand image, because a brand image is one of the keys to increasing and maintaining customer loyalty. This research was conducted to test the effect of the dimensions of relationship marketing consisting of the variables of trust, commitment, and empathy on customer loyalty with a moderating variable, namely brand image. Generation Z customers of Bank Syariah Indonesia (BSI) are the subjects of this study, totaling 105 respondents. Quantitative analysis with moderated regression analysis (MRA) as the method used. In the partial test, the results of the empathy variable have no significant effect, while the trust and commitment variables have a significant effect on customer loyalty. Furthermore, the test results also show that brand image is not able to moderate the influence of relationship marketing variables on customer loyalty.

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Section: Discussionsupporting

confidence: 90%

Section: Methodementioning

confidence: 99%

Section: Relationship Marketingmentioning

confidence: 99%

Section: Commitment and Customer Loyaltymentioning

confidence: 99%

See 2 more Smart Citations

Implication Of Relationship Marketing On Loyalty With Brand Image As A Moderation Variable

Lestari

Saibil²

2022

Al-Amwal : Jurnal Ekonomi Dan Perbankan Syari'ah

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“…Empathy is an essential component of the interpersonal quality dimension in the health-care service quality model. Empathy has been described as a CRM dimension that leads to opportunities between consumers and producers to better know and understand each other’s perceptions (Zaid et al , 2020). It also leads to a process of involving consumers and producers in a social and economic interaction to reach mutual agreement (Zaid et al , 2020).…”

Section: Literature Reviewmentioning

confidence: 99%

Service quality in health care: empathy as a double-edged sword in the physician–patient relationship

Cadet

Sainfort

2023

IJPHM

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Purpose As one of the five major dimensions of service quality, empathy has been and continues to be regarded as a requirement for a successful service encounter. This paper focuses on the highly customer-centric service industry of health care. The purpose of this paper is to shed light on the potential negative effects of empathy on both the physician and the patient. Design/methodology/approach Building on an in-depth review of literature and well-established service quality models, the authors propose a new model for understanding the complex role of physician empathy in the physician–patient encounter. The trait, emotional intelligence (EI), is presented as a moderator for physician empathy levels. Findings The Health Care Optimal Physician Empathy (HOPE) model enables further characterization and analysis of the tradeoffs between patient satisfaction and physician burnout and determining when empathy optimally works to the benefit of both the physician and the patient to maximize service quality. The HOPE model provides a systematic way to understand and determine the appropriate level of physician empathy that results in optimal outcomes for both physicians and their patients by demonstrating the tradeoffs between physician burnout and patient satisfaction. Originality/value The authors highlight the potential detrimental effects on physicians themselves, and, in turn, on service quality. The theoretical and practical implications in this paper provide insights into the development and implementation of empathy-focused interventions and best practices to optimize service quality in the physician–patient interaction. The HOPE model is the first of its kind in shedding light on the manifestation of physician empathy.

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Service Quality, Customer Loyalty and Customer Retention among Private Health Care Services in Mbarara City

Harriet,

Arthur,

Komunda

et al. 2024

JSS

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This study aimed to investigate the relationships between service quality, customer loyalty, and customer retention within private healthcare facilities in Mbarara City. It specifically focused on how service quality affects customer retention and loyalty, and how loyalty in turn influences retention. A cross-sectional design was used, with data collection and analysis conducted quantitatively. The study encompassed 36 operational private healthcare centres, with their customers serving as the subjects of the investigation. The study distributed self-administered closed-ended questionnaires to the participants, and the data collected was later processed and analysed using Statistical Package for Social Scientists (SPSS), version 21. To address the research objectives, Pearson correlation was utilized to examine the relationships between the variables under investigation, while Ordinary Least Square regression was employed to assess the model's predictive capability. The study revealed a noteworthy positive relationship between service quality and customer loyalty, as well as a significant positive correlation between customer loyalty and customer retention. However, it was determined that the link between service quality and customer retention was not statistically significant. Therefore, there is a need for private healthcare management to focus on service quality to improve customer loyalty. This means that activities related to the reliability of the health staff, positive responsiveness of the doctors and other employees in the health centres, ensuring that the patients are assured of quality service and equipping the health facility with the right machines that can test and treat diseases, this will help in improving customer loyalty hence customer retention among private health care services in Mbarara City.

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Customer relationship marketing as the antecedents to increasing customer loyalty

Cited by 3 publications

References 22 publications

Implication Of Relationship Marketing On Loyalty With Brand Image As A Moderation Variable

Implication Of Relationship Marketing On Loyalty With Brand Image As A Moderation Variable

Service quality in health care: empathy as a double-edged sword in the physician–patient relationship

Service Quality, Customer Loyalty and Customer Retention among Private Health Care Services in Mbarara City

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