The main requirement of social networking is to build up an association of ideas, knowledge and sharing among people in a global community11. Encouraging Consumers to Make Online Purchases Using Mobile Applications, How to Keep them in Touch with E-Services Providers? Valarie Zeithaml. 0000003259 00000 n (1995) stated that relationship marketing variables have an impact on customer satisfaction; Crosby et al. to attract dissatised customers away from customers, of maintaining the clientele while recognizing, on keeping existing customers happy and satised has, marketing as seen in Figure 1. The research 0 The research results are formalised in a conceptual eCRM survival model that helps guide companies' eCRM strategies.Journal of Database Marketing & Customer Strategy Management (2004) 11, 333-343; doi:10.1057/palgrave.dbm.3240232. <>/Font<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI]>>/MediaBox[0 0 595.32001 842.03998]/Contents 6 0 R/Group<>/Tabs/S/Parent 7 0 R>> This research developed a conceptual framework for examining the role of the perceived usefulness, perceived ease of use and trust in order to determining customers' intention to use mobile shopping. This is an important function to ensure the fulfilment of given customer requirements. Descriptive research method was used. H�|TKo�0�+< K��W��@�b�a��%��q��Cb�Ү�~$�X��?>l}����(=\]�����F�Z��p�J��@e,��SKZ����X��Ҷ��@���Q}��. It is therefore recommended that the banking industry should improve on the practice of relationship marketing through a two-way symmetrical communication to achieve a win-win situation with her various stakeholders to be victor over her competitors in the battle for customer acquisition and retention. However, there is a lack of methodologies to assist companies in these processes. considerably simpler ways can be adopted to estimate part worths. Market relating capability has the potential to be a sustainable competitive advantage for a firm. ���rJ�RC�a�رDmb���β���O'��QV�k!u��?D:�~��O��&�՞�^�YYͳ����ˬ�I�i� ��1+�_4"Me��>��6™�FӬ��g:�#�:��l�l<=�g��N�7zA��%����ی^�:�1]�[��.�zGRF�|�:+�銮���z��S�Ф��~��ɓo�U���|q��7t�CvS.+��VaJӻ����_��f4����+�l��.h�U������Uab�����>-}��p�Ӳl���,hv/��i֪���HOX����SE5��3ܩ��n�^dO 5������%-���Jw�7����z�ۣx������2�2�KY4GG�����8 &ڇ0�4�系�/�쯬�y� �g�ӆ�$g���ɛ�?ߝ��P~t�o��� In practice, however, examples of success contrast with anecdotes where the diffusion of CRM into organizations continues to be a slow process and/or where CRM implementation outcomes have fallen short of expectations. This research is a descriptive study done by survey method. International Journal of Services and Operations Management. So, they have to develop new strategies to retain profitable and loyal customers. Data collection is carried out by the self-administered survey method with Islamic bank customers as target population. Purpose of this research is to check how CRM affects customer behavior, in the industries where switching cost is very low, like hotels and restaurants. Covenant University Ota Ogun State, Nigeria, The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking, © Association of Academic Researchers and Faculties (AARF) RELATIONSHIP RETENTION STRATEGIES AND MARKETING PERFORMANCE OF COMPANIES IN THE NIGERIAN BANKING INDUSTRY, Business to Business Relationship in Tourism Supply Chain of Rural Green Tourism Destination: Case of Pinge Village and Nyambu Village, Tabanan Regency, Bali Province, Indonesia, İlişkisel Pazarlamanın Müşteri Sadakatine Etkisi: Hazır Giyim Sektör Örneği, Arctic attachment and experiential relationship marketing in Arctic tourism, Relationship marketing and customer satisfaction in the Ghanaian hospitality industry: An empirical examination of trust and commitment, Evaluation of Customer Service and Retention; A Comparative Analysis of Telecommunication Service Providers, The Effect of Relationship Marketing on Costumers' Loyalty in Iran Sanandaj City Banks, The Commitment-Trust Theory of Relationship Marketing, Services Marketing: Integrating Customer Focus Across the Firm. Recent studies have pointed out that there is paucity of, the literature with reference to relationship marketing, highlight the need to generate empirical evidence, on current dimensions of relationship marketing on, customer satisfaction among developing nations in, Some studies have focused on the historical, world of business. Customer relations strategies is a complex concept requiring appropriate business process and integrated systems. However, it has been the evolution of information technology and communications which has allowed its implementation. Kotler, Brown, Adam, value-laden relationships with customers and other, marketing simply refers to the process of, However, in an organization’s guidelines or corporate, individual transactions with customers, relationship. GF�� ˁ������>y` J�^ This research aims to systematically explore the current status of eCRM implementation status in practice and the critical success factors that affects the eCRM survivability, eg continued use of an eCRM system reaching intended profitability or growth. Customer relationship management, believed to have been coined in 1999, initially emerged as a technology-driven business process leveraging database marketing capabilities. Multivariate analysis of variance and multiple linear regression are applied for data analysis. Relationship, marketing for competitive advantage: Winning and, to customer services, satisfaction and retention in, service quality and customer satisfaction: A. Each of customer satisfaction and 0000000596 00000 n The results indicate (a) positive effects of Arctic identity, Arctic affect and Arctic familiarity on experiential satisfaction, respectively; (b) positive effects of experiential satisfaction and experiential value on experiential trust; and (c) positive effects of experiential satisfaction, experiential trust and experiential value on experiential commitment. Unable to display preview. The results were supportive of a social context model of the impact of human resource practices on organizational outcomes. Progress in wireless technology has raised the number of people using mobile devices and stimulated the accelerated evolution of online shopping carried with these devices. 86 0 obj<>stream 0000001310 00000 n tool is a questionnaire distributed to Greek millennial consumers in the area of Results indicated support for the hypothesized mediated relationship. them to meet their respective needs and wants . Study findings provide insight into the processes and practices of relationship marketing that is based on trust and commitment. This helps in building customer satisfaction and in the long-run customer loyalty. It fills an important gap in the knowledge of customization outcomes, and clarifies under which circumstances service customization is most effective. All rights reserved. Practical implications – Service providers can use service customization as an effective instrument for achieving not only higher customer satisfaction, but also higher customer loyalty. Therefore, only three marketing models are explained and analysed on the case company. studies on the factors of relationship marketing and outcomes of customer satisfaction in developing nations.