The Influence of Customer Relationship Management (CRM) Indicators on Customer Loyalty of Sharia Based Banking System

Lubis, Adelina; Dalimunthe, Ritha F.; Absah, Yeni; Fawzeea, Beby Karina

doi:10.35609/jmmr.2020.5.1(8)

Cited by 22 publications

(17 citation statements)

References 40 publications

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“…The results of this study are not in line with research conducted by Nieves & Quintana, (2018) which found that customer orientation has a positive and insignificant effect on corporate performance in companies engaged in finance. In addition to this research, research conducted by Lubis et al, (2019) found results that contradict this research that there is an influence between customer orientation and corporate performance. Customer orientation is a type of orientation where consumer needs become the basis for an organization to plan and design its strategy (Valentine, 2015).…”

Section: Discussioncontrasting

confidence: 54%

Financial Technology: From Temporary Disruption to New Financial Industry Model

Djauhary

Kurniasari

Mulyono

2022

JBMR

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The digital transformation process in business has impacted every business globally. Unfortunately, the Covid-19 pandemic is adding to the pressure to exist even worse in situation. The research study is taking the impact of the disruptive financial technology services on sustaining the Small and Medium Enterprise during the pandemic. Using the study in Indonesia’s financial industry performance, the researcher wanted to find out the variables that able to sustain the temporary function of digital business into a permanent transformation of business function. A close look at the literature of company performance reveals that different variables have been used by the researchers to influence the performance of a company. They are human capital, customer orientation, and dynamic capability. However, the research has limitation for multi-group analysis, thus the researcher suggest that further study need to be continue to update changes that is not relevant in the future.

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Section: Discussioncontrasting

confidence: 54%

Financial Technology: From Temporary Disruption to New Financial Industry Model

Djauhary

Kurniasari

Mulyono

2022

JBMR

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“…It is an association with gender for the group of professionals and self-employed without employees and temporary employees, with men reporting that they are happier than women. For the eventual employees, with women happier than men [88], the hypothesis H 1EmpSex is supported, but only for entrepreneurs without employees [89].…”

Section: Discussionmentioning

confidence: 89%

Does Entrepreneurship Make You Happier? A Comparative Analysis between Entrepreneurs and Wage Earners

et al. 2021

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Currently, age is characterized by implementing business management models based on precarious work and a massive reduction in jobs. This article aims to analyze the degree of happiness perceived in Spanish entrepreneurs, as opposed to that perceived by the employees, and if that happiness is associated with certain sociodemographic variables (such as gender, level of studies, and income level). For this purpose, a brief literature review of the economy of happiness is carried out, considering studies regarding the happiness–entrepreneurship connection over the past few years. With data provided by the Sociological Research Center (C.I.S.) barometer survey, we work in two phases: (1) descriptive and inferential on possible associations between the variables, and (2) the calculation of probabilities through logistic regression. The main result shows that the entrepreneurs with employees are happiest. When the null hypothesis is rejected, the categories that seem to show the most happiness are those with higher education and those in the highest income ranges analyzed. Among the main limitations in this work is the scarcity of bibliographic production on the subject matter of this paper. This paper helps to cover part of this gap.

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“…Scholars (e.g. Lubis et al 2020;Quddoos et al 2021) have widely argued that affective commitment is a critical factor to enhance the overall loyalty intention of customers in multiple settings and should be more intensively explored in studies that investigate the commitment-loyalty link. Therefore, although the business sector needs to develop an understanding of the factors that positively influence affective commitment in a B2C environment (customer orientation and perceived value), it must also understand that affective commitment remains crucial in the strengthening of future loyalty intentions.…”

Section: A Perspective On Affective Commitment In Strengthening Custo...mentioning

confidence: 99%

Investigating the antecedents and outcome of commitment in a business-to-consumer service environment

Roberts-Lombard

Nemadzhilili²,

Coelho³

et al. 2022

Acta commer.

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Orientation: Over the past two decades, a new school of thought has emerged that requires investigation into the multidimensional nature of commitment on loyalty.Research purpose: The study explores the extent to which the affective and calculative commitment of retail banking customers is influenced by selected antecedents, on the one hand, and its influence on loyalty on the other.Motivation for the study: Greater knowledge of the factors that influence the affective and calculative commitment of bank customers becomes important to enhance their loyalty in the competitive banking industry of South Africa.Research design, approach and method: The collection of data was secured from 400 retail bank customers through self-administered questionnaires and analysed using descriptive statistics and standard multiple regression.Main findings: Perceived value, customer orientation, and expertise have a significant and positive influence on affective commitment and calculative commitment. Furthermore, affective commitment has a positive and significant influence on calculative commitment, while both affective and calculative commitment have a positive and significant influence on customer loyalty.Practical/managerial implications: The study guides South African retail banks in developing an improved understanding of the importance of commitment (affective and calculative) as a precursor to loyalty in an emerging African market context. Moreover, it emphasises the importance of selected commitment stimuli that influence the future strengthening of the commitment-loyalty link.Contribution/value-add: Through the application of a relationship marketing and social exchange theoretical framework, selected commitment (affective and calculative) stimuli are investigated to uncover their influence on strengthening the commitment-loyalty link.

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The Influence of Customer Relationship Management (CRM) Indicators on Customer Loyalty of Sharia Based Banking System

Cited by 22 publications

References 40 publications

Financial Technology: From Temporary Disruption to New Financial Industry Model

Financial Technology: From Temporary Disruption to New Financial Industry Model

Does Entrepreneurship Make You Happier? A Comparative Analysis between Entrepreneurs and Wage Earners

Investigating the antecedents and outcome of commitment in a business-to-consumer service environment

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