The impact of relationship marketing on customer value, satisfaction and loyalty: evidence from banking sector in Indonesia

Satisfaction and Loyalty of Banking Customers in Indonesia

“…When customers are satisfied with the products or services they have purchased and used, the customers will be loyal to the company's products and services therefore they will be loyal to the company. This is proven by previous researzch in the following industries: banking [2][3][4][5][6][7][8], airlines [9], education [10], entertainment [11], food [12][13][14], hospital [15], hotel [16], manufacture [17], retail [18][19][20][21], shipping [22][23], telecommunication [24][25][26][27]. Those research conclude that customer satisfaction has a significant positive effect on customer loyalty.…”

Analisis Peran Citra Perusahaan dan “Relationship Marketing” Terhadap Loyalitas Pelanggan Berbasis Kepercayaan Pelanggan pada PT. Dian Cipta Perkasa Jakarta

“…Dengan demikian dikatakan bahwa hipotesis 2 diterima. Hasil penelitian ini sesuai dengan hasil penelitian sebelumnya yang telah dilakukan oleh Djajanto, Afiatin, & Haris (2019), Moenardy, Arifin, & Kumadji (2016) dan Itani, Kassar, & Loureiro (2019) yang menyatakan bahwa relationship marketing mempengaruhi trust.…”

“…). Pada penelitianDjajanto et al (2019),Moenardy et al (2016) danItani et al (2019) didapatkan hubungan relationship marketing berpengaruh terhadap Trust. Berdasarkan penelitian diatas, maka diturunkan hipotesis sebagai berikut.…”

Social safety and behavioral aspects of populations financial inclusion: A multicountry analysis

“…Many works, in particular, (Bausch, 2019), (Bilan et al, 2019a(Bilan et al, , 2018, (Brychko & Olejarz, 2019), (Munk et al, 2017), (Rudiawarni et al, 2020), (Vasilyeva et al, 2016(Vasilyeva et al, , 2019, (Shvindina, 2019) deal with the study of financial and business cycles based on time series analysis (seasonal, trend, cyclical component separation). Also there are a lot investigations about behavioral aspects in financial inclusion ( (Brychko, 2013), (Churilova et al, 2019), (Cortés-Sánchez & Rivera, 2019), (Djajanto et al, 2019), (Djalilov et al, 2015), (Hadbaa & Boutti, 2019), (Kaasa, 2019), (Katan et al, 2019), (Kolomiiets & Petrushenko, 2017), (Matošková, 2019), (Němcová & Staňková, 2019)) and protection of consumers ( (Piatek, 2018), (Poliakh, 2018), (Rehman, 2020), (Shapovalova et al, 2019), (Mihalčová et al, 2018)). Many scientific papers have found that the social safety of the population is also determined by the macroeconomic situation of the country (Aqil et al, 2019), (Bilan et al, 2019b, (Logan & Esmano, 2017), (Próchniak & Szyszko, 2019), (Packard et al, 2019); alternative factors related to the development of other sectors of the economy (industry, banking, investment, education) (Bilan et al, 2019c); (Buriak, 2015), (Ch & Semenog, 2017), (Klimontowicz, 2019), (Leonov et al, 2014(Leonov et al, , 2019, …”