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International Journal of Electronic Customer Relationship Management | Read articles with impact on ResearchGate, the professional Factors affecting acceptance of the internet as a marketing intelligence tool among sales staff · Article. Journal of Database Marketing and Customer Strategy Management Scope, This is the definitive international quarterly for consumer-focused marketers. in touch with the ever-evolving facets of Customer Relationship Management. The two years line is equivalent to journal impact factor ™ (Thomson Reuters) metric. International Journal of Electronic Customer Relationship Management relationship management (ECRM); CRM strategy, marketing, technology and solutions to common CRM problems, including how to maximise impact from CRM.
Authors may submit manuscripts and track their progress through the system, hopefully to publication. Reviewers can download manuscripts and submit their opinions to the editor. Business Research An organization or enterprising entity engaged in commercial, industrial or professional activities. A business can be a for-profit entity, such as a publicly-traded corporation, or a non-profit organization engaged in business activities, such as an agricultural cooperative. Management taking a special interest in workers makes them feel like part of a special group.
Marketing Management Marketing management is the analysis, planning, implementation and control of programmes designed to bring about desired exchanges with target markets for the purpose of achieving organisational objectives. This involves the preparation of financial statements available for public consumption.
CUSTOMER RELATIONSHIP MARKETING: ITS IMPACT ON CUSTOMER LOYALTY | Editor IJERMS - hidden-facts.info
Stockholders, suppliers, banks, employees, government agencies, business owners, and other stakeholders are examples of people interested in receiving such information for decision making purposes. Health care administrators are considered health care professionals. Human resource management is an essential function of both private and public sector organizations.
Ultimately, the goal of microfinance is to give low income people an opportunity to become self-sufficient by providing a means of saving money, borrowing money and insurance.
The international financial activities help the organizations to connect with international dealings with overseas business partners- customers, suppliers, lenders etc. It is also used by government organization and non-profit institutions. Random sampling approach was adopted to identify the respondents. A total of questionnaires were distributed. Only usable questionnaires were returned giving response rate In this study, the majority of the respondents were male as they represented The rest were female with a percentage In terms of marital status, the majority of the respondents were married representing The rest were single representing Slightly less than a half Two categories of data analysis are used, namely correlations and multiple regressions were used to provide answers to the research questions.
Each of all variable should be measured reliably with a multi-item scale. All dimensions of the relationship marketing were operationalised with 41 items adapted from Cater and Zabkar, ; Mylonakis, ; Nilson, ; Gaurav, ; Yim et al.
According to Dillman the research instrument needs to be fine-tuned with a series of tests before it can be sent out to respondents. Churchill also states that data collection should never begin without an adequate pre-test of the questionnaire.
Marketing academics and bank managers and bank customer in Jordan were selected to pre-test the questionnaire. From this pre-testing, some useful feedbacks and slight changes in wording were obtained to fit the banking services context.
The reliability test was conducted in order to determine the validity and consistency for each scale in independents and dependent variables. A reliability test was conducted on all dimensions of the relationship marketing. The Cronbach alpha coefficient less than 0. For research purposes, the reliability test ranged from. Error of the Estimate 1 0. The result of the adjusted R square indicates 0. Six predictor variables, namely trust, bonding, communications, commitment, perception costumer and satisfaction were explained a significant percentage of variance in customer loyalty.
Hence, research hypothesis is supported. The finding of this study was unexpected, because previous studies had indicated a positive effect of these elements on customer loyalty e. Correlation is significant at the 0. Table 2 indicates a positive relationship between trust and service quality and the correlation coefficient between these two variables is 0.
Journal of Database Marketing and Customer Strategy Management
As was expected, trust was found to be a significant association with service quality at the zero-order level. In addition, Table 2 indicates a positive relationship between satisfaction and service quality and the correlation coefficient between these two variables is 0. As was expected, satisfaction was found to be a significant association with service quality at the zero-order level.
The finding of this study was unexpected, because previous studies had indicated a positive relationship between satisfaction, trust and service quality e.
The data was collected using the questionnaire survey and analyzed the data by using SPSS. To determine validity of the questionnaire, it is based on a review of the literature and experts.
Reliability of the items has been calculated through cronbach alpha and the questionnaire in this study has reliability.
Numerous factors of management related to banking service providers that can be used to offer better service delivery process and to establish constant relationships with their customers.
Relationship marketing is one of vital strategic concerns for managers of Banking institutions for establishing and maintaining long-term relationships with their clients such as: Also, this study provides some additional suggestions and directions for future research in the context of Jordanian banking services.
Thus, further research should focus on the effect of relationship marketing on business employees performance as multidimensional construct, investigate the consequences of the dimensions of relationship marketing and examine the effect of commitment as multi-attribute measure, which embraces affective, calculative and normative commitment. Special thanks also to Dr Abdallh Alzoubi for assisting in the editing and formatting work of this paper. International Journal of Marketing Studies, 1. Marketing Science, 12, Journal of Marketing, 58, Journal of Marketing Research, 29 118—34 6 Anderson, J.
Understand What Customers Value. Harvard Business Review, 76 653— Analysis paper Relationship marketing in the financial services industry: The importance of customer education, participation and problem management for customer loyalty. Journal of Financial Services Marketing, 10 486 — Enhancing Customer — needs — driven CRM strategies: Journal of Marketing Research,2 1.
European Journal of Marketing, 38, Journal of Marketing, 54, How to make your customer relationship management visions a reality. European Journal of Marketing, 41, Dimensions of a relationship marketing orientation. Antecedents and consequences of commitment in marketing research services: Industrial Marketing Management,doi: Journal of the Academy of Marketing Science, 23 4 Marketing Research Methodological Foundations.
Determinants of trust in a service provider: Journal of Service Marketing, 16, Mail and Web-Based Survey: The Tailored Design Method. John Wiley and Sons. Developing buyer seller relations.
Journal of Marketing, 51, 2 Maintaining customer relationships in high credence services. Journal of Services Marketing, 21 4 The effects of market orientation on trust and commitment.
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The case of the sponsorship business — to — business relationship. Journal of Marketing, 63 2 April The Icfaian Journal of Management Research, 7 117 — Journal of Marketing, 64, The effectiveness of relationship marketing strategies in department stores. International Journal of Business Management, 3 10 Theoretical Considerations and Empirical Results. Journal of Marketing Research, 3 1.
Heinmann Educational, London 32 Hsieh, Y. International Journal of Business Studies, 15, Impact of Customer relationship Marketing on firm performance: The nature and dimensionality of service loyalty: Journal of Services Marketing, 27 136— Practical research design 7th ed.
Banking Industry in Iran. Open Journal of Social Sciences, 2 Relationship Marketing in Fortune U. Journal of Relationship Marketing, 7 1 ,