The Impact of Customer Relationship Management and Company Reputation on Customer Loyalty: The Mediating Role of Customer Satisfaction
Author
Khan, Rizwan UllahSubject
Customer relationship management; company reputation; customer satisfaction and customer loyaltyDate
2022-01-01
Metadata
Show full item recordDepartment
MarketingPublisher
Routledge taylor & francis groupJournal title
Journal of Relationship Marketingae974a485f413a2113503eed53cd6c53
https://doi.org/10.1080/15332667.2020.1840904
Scopus Count
Collections
Related items
Showing items related by title, author, creator and subject.
-
Exploring Ethical and Emotional Dimensions of Customer Value in Financial Services through Employee-Customer DynamicsCharni, Hanen; Department Collaboration; NA; 0; 0; Marketing; 0; Charni, Hanen (ECSDEV, 2024-10)This study focuses on exploring the ethical and emotional dimensions of customer perceived value (CPV) in financial services. This area is crucial to understanding customer dynamics within the finances sector, yet it remains underexplored in existing literature. Utilizing a quantitative analysis of 652 customer surveys from Canadian financial institutions, this research employs SmartPLS3 for structural equation modeling to ascertain the impacts of frontline employee job satisfaction on customer's ethical and emotional perceptions as well as their overall CPV. The data analysis reveals that customer-perceived employee job satisfaction positively affects CPV by significantly influencing ethical and emotional benefits. Although ethical benefits alone do not directly impact loyalty or word of-mouth (WOM) recommendations, their influence is significant when mediated through CPV, with emotional benefits directly amplifying WOM and indirectly boosting loyalty. Correspondingly, the results highlight the importance of employee-centric policies and their direct correlation to customer loyalty and satisfaction. As such, this study contributes to the body of knowledge by linking employee satisfaction with ethical and emotional customer benefits, suggesting a reevaluation of business practices to integrate these dimensions for enhanced customer value creation. Future research is encouraged to explore these dynamics across varied contexts to expound upon these relationships' applicability and robustness. Our inquiry into the subject concludes by highlighting the strategic importance of fostering employee satisfaction when seeking to elevate CPV and achieve enduring customer loyalty.
-
Customer Satisfaction Between online and on-site banking services in Saudi ArabiaShaheen, Rozina; Alsakkaf, Doaa; FinanceThe banking industry is increasingly expanding it is use of online banking as an effective and viable platform for creating customer value. It is one of the common services provided by traditional banks in order to deliver reliable and convenient services to internet customers. With the exponential advancement of digital technologies as a commercial tool, Internet banking can be used to draw more consumers to make banking transactions in similar banks. However, the key issue that providers face with Internet banking is that a substantial number of bank clients are unable to use the Internet banking services that are available. This occurred because the services provided by Internet banking have yet to meet the needs of their customers. Customer’s satisfaction and preference are essential factors in a bank's ability to maintain a competitive advantage.
-
The Effect of Service Quality and Switching Barrier on Customer Loyalty: A Study of Saudi Mobile Telecommunication ServicesGhazi Bamatraf, Yomen; Deanship of Graduate Studies and ResearchThe Saudi mobile telecommunication services industry is currently facing lots of complaints, criticism and dissatisfaction from their customers regarding the quality of services, and customer loyalty may be in question. The industry is reportedly shifting its strategic focus away from attracting new customers towards keeping existing customers. The present study examined the relationship between service quality and customer loyalty, as well as between switching barriers and customer loyalty among a sample of 271 users of telecommunication services from Jeddah. A survey consisting of the Customer Loyalty Scale, the Service Quality Scale, and the Switching Barriers Scale, and some demographic related questions was used to collect the data. The results showed that there is a relationship between service quality and customer loyalty, however, no significant relationship was found between switching barriers and customer loyalty. The results are discussed in the light of current literature of customer loyalty and quality of services.