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This document summarizes a presentation about a research study examining the impact of relationship marketing strategies on customer loyalty. The study looked at how trust, commitment, communication, and conflict handling influence customer loyalty among 220 bank customers in Malaysia. The results showed that when banks are trustworthy, committed to customers, good at communicating, and able to handle conflicts well, their customers tend to be more loyal. Relationship marketing aims to build long-term relationships between service providers and customers to benefit both parties.
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Influence of celebrity credibility on perceived brand trust study on multinat...
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This document summarizes a presentation on a study examining the influence of celebrity credibility on perceived brand trust of multinational mobile service brands in Bangladesh. The study aims to examine how source trustworthiness, attractiveness, and expertise impact brand trust. A literature review is provided on concepts of brand trust, credibility, and celebrity endorsements. The methodology discusses a quantitative survey approach with 200 respondents in Bangladesh. Data analysis includes regression analysis, correlation matrices, and ANOVA testing. Suggestions for future research include examining celebrity endorsements across different regions of Bangladesh and developing strategic marketing plans for international markets. Limitations and recommendations for building brand trust via marketing platforms and celebrity endorsements are also provided.BRM project work - FINAL.docx
This document presents a research paper on components of brand credibility that drive consumer loyalty in the garment industry. The paper aims to identify key determinants and consequences of brand credibility specifically for the garment industry. A literature review is presented on topics like word-of-mouth, customer satisfaction, brand, brand value, brand innovativeness, and their relationship to brand credibility and consumer loyalty. The paper describes the research methodology used, including a sample survey of 100 customers of major garment showrooms. Preliminary results indicate that Reliance Trends is the most top-of-mind brand for respondents when thinking of clothes.
The Effects of the Determinants of Customer Satisfaction on Brand Loyalty
ABSTRACT:- Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both satisfaction constructs with Brand loyalty have mostly been studied separately. The purpose of this study is to explore the effects of three customer perceptions (perceived quality, brand image, price fairness) on customer satisfaction and Brand loyalty. A combination of a convenience and judgmental sample survey of 584 mobile phone users, from undergraduate students of major universities in Damascus, was used to the test the hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty. Also, the factors of perceived quality , brand image and price fairness affect Brand loyalty. Customer perception of perceived quality, brand image and price fairness are almost equally to build up the satisfaction. We suggest that managers should consider perceived quality and price fairness as foundations to build up customer satisfaction, Brand loyalty and, also to improve brand image as an added on value for customers.
CUSTOMER SERVICE EXCELLENCE (CASE STUDY).pptx
It is a relationship that is established
through professional interaction.
There are different types of
professional relationships.
All are essential for business growth.
A professional relationship should be treated depending on the type.
THE IMPACT OF EFFECTIVE CUSTOMER RELATIONSHIP MANAGEMENT ON REPURCHASE
The document discusses a case study on the impact of effective customer relationship management (CRM) on customer repurchase and loyalty at Transcorp Hilton Hotel in Calabar, Nigeria. A survey found that 46% of respondents were female and most heard about the hotel from advertisements or referrals. 80% were willing to refer the hotel and 90% were satisfied with services. Both individual and corporate clients expressed loyalty through continued patronage. The study concluded that effective CRM leads to increased customer satisfaction, referrals, and long-term financial benefits for hotels through improved customer retention and repurchase.
Customer Relationship Management and Banking Sector Market Share performance
The influence of customer relationship management (CRM) on Nigeria banking sector market share performance is the focus of this study. It examined the influence of customer identification, customer retention and technology on customer relationship management and banks market share performance. The ever increasing competition and dynamics in the market place and the need for banks to survive, grow and meet the stakeholders objectives calls for a meaningful long lasting relationship between marketers and all other stakeholders in the organisation. The population of this study consists of all 617 headquarters employees of the 21 deposit money banks in Port Harcourt metropolis that is registered with Nigeria Deposit Insurance Corporation (NDIC); while the sample size of 243 determined through the Tara Yamani formula. Questionnaire was used as an instrument for primary data collection. The Spearman’s Rank Order Correlation was the statistical technique employed for hypothesis testing in the statistical package for social sciences (SPSS) version 17. The findings of this study revealed that there is significant relationship between customer identification, retention, and market share; while technology positively influence CRM and bank market share performance. Customer identification and retention are dimensions of CRM, while market share is the measure of performance, with technology as moderating variable influence between CRM as a measure of bank performance. It is therefore noted that banks will have better competitive advantage when all relevant stakeholders appreciate and demonstrate these customer relationship management strategies with a view of achieving the desired corporate objectives.
Jssp.2012.91.94
This document summarizes a study on the relationship between relationship marketing and customer satisfaction. The study finds that relationship marketing, which focuses on building relationships with customers at every interaction point, can increase customer satisfaction and retention. Maintaining customer trust and commitment through communication, customization, and gratitude can influence customer behavior and loyalty. When companies prioritize customer satisfaction through relationship marketing strategies, it can improve financial performance over the long run and attract new investors. The conclusion is that catering to customer demands through relationship building is important for business success and growth.
A sample applied to Future Group : Drivers Of Customer Loyalty In A Retail St...
A Survey conducted by large US retailer applied to India's leading retail player Future Group(Big Bazaar) to understand the customer loyalty.
A Study on customer loyalty using the three drivers, Product Quality, Service Quality and Brand Image. Analysed using the Logistic Regression Model.
Customer relationship Management
CRM aims to develop and maintain long-term relationships with customers through mutual trust and value. It involves identifying customer needs, integrating competencies to satisfy customers, and focusing on customer value over time. CRM develops through different stages from initial interactions to long-term partnerships. Salespeople play a key role in building relationships and promoting CRM strategies within organizations. The goal is superior customer value and loyalty through the customer relationship life cycle.
Supply Chain Management Of Rice In India: A Rice Processing Company's Perspec...
This document summarizes a research study on attaining customer satisfaction through customer value and relationship marketing. The study was conducted with 150 insurance policy holders in Peshawar, Pakistan. The study found that value-added services and effective conflict handling were major contributors to customer satisfaction. Relationship marketing plays a vital role in the insurance industry due to its long-term service nature. Building strong relationships between suppliers, distributors, and customers can increase returns for companies.
Effects of Service Quality, Trust, and Price on The Satisfaction And Loyalty ...
This research aim to be examine and analyze the effect of quality service, trust and price to customer satisfaction in PT. Telkomsel branch of Makassar, and too examine and analyze the effect of quality service, trust and price on customer loyalty in PT. Telkomsel at Makassar. To apply that goal then used data collection technique through documentation and questionnaires, with taking population that costumer of Telkomsel that holds cards simPATI, As, and HALO, this use one year and domiciled in Makassar city which amounts 47.173 people and taking a sampling with propotional random sampling which amounts 180 people and used data analyze technique Structural Equation Modeling (SEM) with used the help of software Amos release 22. The result of research showed that the quality of service give positive and significant impact on customer satisfaction and loyalty. Trust also give positive and significant impact on customer satisfaction and loyalty while price give negative impact on customer satisfaction and loyalty which by increasing. The price by telkomsel through increased credit rates will affect customer’s satisfaction and loyalty. From the result of this research support the old result of this research and supporting theory where overall research variable with indicators that form question in questionnaire all have an impact on customer satisfaction and loyalty although the variables must be through satisfaction to reach customer loyalty and these variables into a unity
Effect of Satisfaction on Customer Loyalty in Bimbel Tiki Taka Bekasi Indonesia
This study aims to determine whether there is influence on customer loyalty limb bimbelTiki Taka Harapan Indah Bekasi and how much influence on loyalty customers.The research was conducted at the Tiki Taka Harapan Indah Bekasi. The method used is the library reseach and field reseach data collection using questionnaires with a population of 45 people from the total number of parents enrolled students, obtained a sample of 31 people. The result of linear regression test is a = 20,55, b = 0,57, y = 20,55 + 0,57x. The result of correlation coefficient is r = 0.57. The percentage of influence satisfaction on customer loyalty amounted to 32.49% while the rest of 67.51% influenced by other factors not involved in this study.Test t count 3.74 and t table for n = 31 with degrees of freedom (dk) is n-2 = 29 with error rate 5% (0.05) is 2.045. From the above value is known that t arithmetic 3.74> of t table 2.045 then Ha accepted and Ho rejected. It means that based on data research results then there is Influence between satisfaction with customer loyalty at BimbelTiki Taka Harapan Indah Bekasi.
Trust - A strategic tool for the management of customer data
This document discusses the strategic importance of trust in managing customer data and relationships. It argues that trust should be the goal of every company as trustworthiness is profitable. It suggests that companies can build trust by maintaining an ongoing dialogue with customers about privacy, educating them on privacy efforts, creating industry standards, and lobbying for sensible regulation. The document also notes that trusted brands are able to charge premium prices and develop loyal, long-lasting relationships with customers.
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Individual Presentation
- 1. Relationship marketing and customer loyalty Instructor: Dr. Pi-Ying Teresa Hsu Presenter: Han-Ming Jeffrey Chen Date: Oct. 22, 2009
- 3. Contents Reflection Introduction Literature Review Methodology Result & Conclusion
- 7. Research Framework Trust Customer Loyalty Commitment Communication Conflict Handling
- 9. The “underpinnings” of relationship marketing Communication Commitment Conflict handling Relationship marketing Trust
- 14. Methodology Participants 220 bank customers Place in Kota Kinabalu, Malaysia Period ? Sampling Quasi-random sampling Instrument Questionnaire
- 15. Questionnaire Trust Commitment Communication Conflict Handling (Churchill & Surprenant, 1982) Customer Loyalty (Morgan & Hunt, 1994) (Bloemer et al, 1999) the 5-point Likert Scale Strongly disagree Strongly agree 1 2 3 4 5 Dimensions Sources
- 16. Results Gender Male : Female = 42% : 58% Age 27% of all respondents were over 40 years age . Education 43% of all respondents were graduate . Years 42% : 11 years or more 39% : between 6 and10 years 19% : 5 years or less
- 18. Relationship between RM underpinnings and customer loyalty p-value < .05
- 20. Reflection Long-term relationship between the service providers and accepters Relationship Marketing
- 21. Thank you for your attention!