This document discusses a study that examines the relationship between relationship marketing and bank performance in commercial banks in Southwestern Nigeria. The study uses a questionnaire to collect data on direct marketing, internal marketing, relationship quality, relational benefits, and bank performance indicators from employees at branches of commercial banks in three states. Regression analysis is used to analyze the data and determine the impact of the relationship marketing factors on bank performance. The results show some factors have a positive significant relationship with bank performance while others do not.
The Influence Of Relationship Marketing On Switching Barrier, Customer Satisf...inventionjournals
This study was aimed at testing and analyzing influence of relationship marketing on switching barrier, customer satisfaction, customer trust, and customer retention. The study was conducted with respondents of 141 Emerald BNI BANK customers in Indonesia. Data were collected by using instruments of questionnaires. The test on the model was done using structural equation model analysis with GSCA approach. Switching barrier significantly influenced on customer satisfaction and customer trust. Furthermore, customer satisfaction and customer trust significanly influenced on customer retention. Partially, it was identified that variable of customer trust was the most dominant variable influencing on the customer retention.
The main objective of the study is to explore customer relationship marketing as a competitive tool at Best Point Savings and Loans Limited. A cross-sectional research and quantitative approach was adopted for the study. A non-random quota sampling technique was used to select a sample size of 20 staff members. Questionnaires were adopted to collect data from the staff. Data was descriptively analyzed. Findings from the study revealed that Customer Relationship Marketing strategy in Best Point Savings and Loans Limited to create and retain profitable customers
Customer Relationship Management and Banking Sector Market Share performanceinventionjournals
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.
Customer relationship marketing is an emerging customer innovation focused on growing customer’s
satisfaction, retention and loyalty that will culminate into bank profitability. The paper investigated the impact
of investment in implementing customer relationship marketing on the performance of commercial banks in
Nigeria. The study was carried out in Federal capital territory Abuja,
The Influence Of Relationship Marketing On Switching Barrier, Customer Satisf...inventionjournals
This study was aimed at testing and analyzing influence of relationship marketing on switching barrier, customer satisfaction, customer trust, and customer retention. The study was conducted with respondents of 141 Emerald BNI BANK customers in Indonesia. Data were collected by using instruments of questionnaires. The test on the model was done using structural equation model analysis with GSCA approach. Switching barrier significantly influenced on customer satisfaction and customer trust. Furthermore, customer satisfaction and customer trust significanly influenced on customer retention. Partially, it was identified that variable of customer trust was the most dominant variable influencing on the customer retention.
The main objective of the study is to explore customer relationship marketing as a competitive tool at Best Point Savings and Loans Limited. A cross-sectional research and quantitative approach was adopted for the study. A non-random quota sampling technique was used to select a sample size of 20 staff members. Questionnaires were adopted to collect data from the staff. Data was descriptively analyzed. Findings from the study revealed that Customer Relationship Marketing strategy in Best Point Savings and Loans Limited to create and retain profitable customers
Customer Relationship Management and Banking Sector Market Share performanceinventionjournals
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.
Customer relationship marketing is an emerging customer innovation focused on growing customer’s
satisfaction, retention and loyalty that will culminate into bank profitability. The paper investigated the impact
of investment in implementing customer relationship marketing on the performance of commercial banks in
Nigeria. The study was carried out in Federal capital territory Abuja,
The Effect of Relationship Quality on Customer Advocacy: The Mediating Role o...IOSR Journals
Advocacy is a strategic choice for companies responding to the new reality that customers power increased. Potential customers see information from peers or even strangers as less biased and reliable than those of an economic entity. Thus, the information conveyed by a satisfied customer is more believable than that delivered by the business entity. Customer advocacy is very important in the company's efforts to get new customers. Based on social exchange theory, advocacy can be generated from the satisfaction, trust, commitment and loyalty. The purpose of this study was to analyze the influence of satisfaction, trust and commitment to loyalty and its impact on customer advocacy. The hypotheses were tested with structural equation modeling using survey data from 178 customers of a commercial bank in Indonesia. Satisfaction and commitment have direct effect on advocacy, but trust hasn’t. Loyalty mediates the relationship between trust and advocacy, while commitment has the greatest effect on advocacy. Findings hold implications for future research as well as for managerial practice
Relationship between Social bonds and Customer value in commercial Banks in K...inventionjournals
This study sought to empirically examine the influence of social bonds on customer value in commercial banks in Kenya. The social bonds examined in this study are communication with customers (CC), creation of friendship (CF) and social support (SS). The study sample consists of 384 respondents with a response rate of 78.1 per cent. Data was analyzed by employing correlation and multiple regression analysis. The findings revealed that social bonds are positively associated with customer value in commercial banks in Kenya. The generalization of the findings is limited as the study focused only on a single industry in Kenya. Based on the findings, companies employing social bonds strategies should focus on improving the usefulness of the social bonds to customers by creating opportunities to strengthen social relationships. This study successfully extends the relationship marketing strategies in the context of customer value by incorporating communication with customers, creation of friendship and social support constructs. This extended relationship marketing model is developed to achieve the greater understanding of customer acceptance of social bonding strategy in Kenya’s commercial banks. In conclusion, the model in this study presents a considerable improvement in explanatory power.
This paper investigate the impact of internal marketing practices on customer loyalty
dimensions of African Community Credit Bank (CCA-Bank). The empirical analysis is based on structural
Equation Model (SEM) preceded by an exploratory and confirmatory analysis. This study used a convenient
sample of 60 employees and 372 customer obtained through a survey that was distributed in three towns,
namely: Yaoundé, Douala and Dschang.
Investigate the impact of csr on brand perception. a case study of mtn in nig...iWant tutor
Every organization gets involved in one or the other activities so as to promote their company and its product. As discussed earlier, the MTN requires striving for contribution towards the society’s wellbeing to try and present a favorable business image. The consumers, no more, tend to be examining the corporate feedback to the society seriously. The CSR initiatives by the MTN include the categories of economic empowerment, education and health. Finding out the extent of consumer’s positive perception towards the MTN brand can be enhanced by the CSR initiatives. Even the marketing managers would be benefited by this research as it will be help them preparing marketing plan and strategies based on the results.
Marketing Performance Analysis by Customer Relationship Marketing, Market Ori...inventionjournals
This study tried to determine and analyze the performance of marketing through customer relationship marketing (CRM), market orientation, and the image of Islamic Banks in Kediri, East Java, Indonesia. The population in this study some 65 873 customers who have savings in five Islamic Banks. Testing of the model is done with Generalized Least Square Estimation (GLS), analysis of structural equation modeling (SEM), proportional random sampling method and software assistance Amos 22, on 397 respondents. The test results model (fit) seen from the GFI, AGFI, TLI, CFI, RMSEA and CMIN / DF, each of which amounted to 0.915, 0.901, 0.949, 0.953, 0.063 and 1.497 are all that are in the range of expected values so that the model can be accepted.The results showed that: customer relationship marketing (CRM), market orientation, and image effect on the competitive advantage of Islamic Banks in Kediri. CRM, and market orientation affect the marketing of Islamic Banks Performance in Kediri. The company's image does not affect the marketing of Islamic Banks Performance in Kediri.It is suggested that the bank to constantly improve its image. This can be done by giving the concern for the surrounding community as the company's involvement with social activities. Thus the social programs that the company will be able to form a personality, raise the reputation of companies before the general public.
Impact of Customer Relationship Marketing on Customer Value Creation and Cust...inventionjournals
A common slang in the American Businesses known as ―Customer is king‖ and undoubtedly, without customers any business is useless. For achieving desired goals and objectives, there must be a long term relationship. In the modern world, there is a huge competition between organizations so the importance of the relationship with customer exceeds. As we know that the competition is just a mouse click away and the market is more demand oriented so that customer is life blood of any organization. A research study was conducted to analyze the relationship of customer relationship marketing with customer value creation and customer loyalty. Questionnaires were used to collect data from customers of different telecom firms and statistically analyzed using SPSS Version 20. Results demonstrated the impact of customer relationship marketing on customer value creation and customer loyalty
Marketing Mix and Service Quality Effect on Customer Satisfaction and Loyalty...QUESTJOURNAL
ABSTRACT: This study aims to test and empirical analysis the marketing mix and service quality effect on customer satisfaction and customer loyalty, research was conducted in 26 branches in Sulawesi a population of about 16 212 customers of PT. HadjiKalla in Sulawesi who purchase Toyota cars for 2015 with a sample of 390 customers. The results of the analysis of structural equation modelusing AMOS version 20 provide evidence that marketing mix has a positive and significant effect on customer satisfaction and customer loyalty. Service quality is positive and significant effect on customer satisfaction, but insignificant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Marketing mix and service quality has a significant on customer loyalty as a mediated customer satisfaction. The practical implication of this study provide increased knowledge and understanding of the customer and the company's management in Sulawesi in increasing customer loyalty through marketing mix, service quality and customer satisfaction. Limitations of this study on a sample size using only the customers car brands Toyota and just carried on Sulawesi area that may limit generalizability of the research findings. Originality of this study provide the basis for the development configuration modeling using structural equation model and conceptual models that prove marketing mix and service quality on customer loyalty as a mediated customer satisfaction in previous research done separately. The mediating role of customer satisfaction is proven to increase customer loyalty to the highway.
Marketing Mix Effect on the Decision of Customers in The Matter In Choosing T...inventionjournals
The purpose of research is to analyze the extent of the influence of product to the customer's decision in choosing a house purchase loans at PT BNI Griya> BNI (Persero) Tbk Branch 46 Makassar, the study population of customers who took credit purchases (mortgages) on PT.BNI (Persero) Tbk Makassar branch numbering as many as 1,575 people customers, sample using the formula slovin so sampling is set at 94 Respondents., Methods of data analysis used is multiple regression analysis. Research results show that the marketing mix (product, promotion, location, employees, infrastructure and service processes) in regression positive and significant impact on the customer's decision, while variable rates negative and significant effect on the customer's decision, while seen from the test results either partially and simultaneously the marketing mix and significant effect simultaneously on the customer's decision in choosing a mortgage BNI Griya, dominant variable affecting customers in selecting the mortgages BNI Griya is a product, the reason being that the product has a regression coefficient greatest when compared regression coefficient of other variables in the marketing mix
Relationship Marketing Strategies in Banking Sector: A ReviewIJBBR
The paper is review of relationship marketing strategies prevalent in Banking Sector. In this era of mature and intense competitive pressures, it is imperative that banks maintain a loyal customer base. Nowadays, banks realize the importance ofRelationship Marketing. Relationship marketing offers benefits to the banks,
customers as wellas employees of the organization. Relationship Marketing gives the banks way to developmutually beneficial and valuable long term relationships. These long term relationships are further helping banks in reducing operating cost and attracting new customers.
Sales Force – Customer Relationship and Ethical Behaviours in the Nigerian Ba...IOSRJBM
This study examined ‘Sales force – Customer Relationship and Ethical Behaviours in Nigerian Banking Industry. The objectives include: to assess the differences in the ethical behaviours of bank sales force; to determine the effects of sales quotas, social ties and personal moral judgment on salespeople’s ethical behaviours; to identify the congruence between bank salespeople’s and customers’ perceptions of ethical behaviours. Survey research design and six banks were used for the study. 203 bank salespeople and 150 customers were sampled. Convenience sampling technique was used for selecting respondents. Questionnaire was used for data collection. The reliability of the research instrument yielded 0.83 co-efficient using Cronbach Alpha test. ANOVA, Regression Analysis and Pearson’s Product Moment Correlation were used to test hypotheses. Findings show a significant difference in the salespeople’s ethical behaviours; sales target, social ties and low personal moral judgment are responsible for salespeople’s unethical behaviours; there is a significant congruence between the salespeople’s and customers’ perceptions of ethical behaviours and there is a strong negative influence of bank’s corporate code of ethics on salespeople’s ethical behaviours. This study is a case of ethical dilemma. The study recommends that the bank management should adopt discretional measures in approaching ethical issues
The Effect of Relationship Quality on Customer Advocacy: The Mediating Role o...IOSR Journals
Advocacy is a strategic choice for companies responding to the new reality that customers power increased. Potential customers see information from peers or even strangers as less biased and reliable than those of an economic entity. Thus, the information conveyed by a satisfied customer is more believable than that delivered by the business entity. Customer advocacy is very important in the company's efforts to get new customers. Based on social exchange theory, advocacy can be generated from the satisfaction, trust, commitment and loyalty. The purpose of this study was to analyze the influence of satisfaction, trust and commitment to loyalty and its impact on customer advocacy. The hypotheses were tested with structural equation modeling using survey data from 178 customers of a commercial bank in Indonesia. Satisfaction and commitment have direct effect on advocacy, but trust hasn’t. Loyalty mediates the relationship between trust and advocacy, while commitment has the greatest effect on advocacy. Findings hold implications for future research as well as for managerial practice
Relationship between Social bonds and Customer value in commercial Banks in K...inventionjournals
This study sought to empirically examine the influence of social bonds on customer value in commercial banks in Kenya. The social bonds examined in this study are communication with customers (CC), creation of friendship (CF) and social support (SS). The study sample consists of 384 respondents with a response rate of 78.1 per cent. Data was analyzed by employing correlation and multiple regression analysis. The findings revealed that social bonds are positively associated with customer value in commercial banks in Kenya. The generalization of the findings is limited as the study focused only on a single industry in Kenya. Based on the findings, companies employing social bonds strategies should focus on improving the usefulness of the social bonds to customers by creating opportunities to strengthen social relationships. This study successfully extends the relationship marketing strategies in the context of customer value by incorporating communication with customers, creation of friendship and social support constructs. This extended relationship marketing model is developed to achieve the greater understanding of customer acceptance of social bonding strategy in Kenya’s commercial banks. In conclusion, the model in this study presents a considerable improvement in explanatory power.
This paper investigate the impact of internal marketing practices on customer loyalty
dimensions of African Community Credit Bank (CCA-Bank). The empirical analysis is based on structural
Equation Model (SEM) preceded by an exploratory and confirmatory analysis. This study used a convenient
sample of 60 employees and 372 customer obtained through a survey that was distributed in three towns,
namely: Yaoundé, Douala and Dschang.
Investigate the impact of csr on brand perception. a case study of mtn in nig...iWant tutor
Every organization gets involved in one or the other activities so as to promote their company and its product. As discussed earlier, the MTN requires striving for contribution towards the society’s wellbeing to try and present a favorable business image. The consumers, no more, tend to be examining the corporate feedback to the society seriously. The CSR initiatives by the MTN include the categories of economic empowerment, education and health. Finding out the extent of consumer’s positive perception towards the MTN brand can be enhanced by the CSR initiatives. Even the marketing managers would be benefited by this research as it will be help them preparing marketing plan and strategies based on the results.
Marketing Performance Analysis by Customer Relationship Marketing, Market Ori...inventionjournals
This study tried to determine and analyze the performance of marketing through customer relationship marketing (CRM), market orientation, and the image of Islamic Banks in Kediri, East Java, Indonesia. The population in this study some 65 873 customers who have savings in five Islamic Banks. Testing of the model is done with Generalized Least Square Estimation (GLS), analysis of structural equation modeling (SEM), proportional random sampling method and software assistance Amos 22, on 397 respondents. The test results model (fit) seen from the GFI, AGFI, TLI, CFI, RMSEA and CMIN / DF, each of which amounted to 0.915, 0.901, 0.949, 0.953, 0.063 and 1.497 are all that are in the range of expected values so that the model can be accepted.The results showed that: customer relationship marketing (CRM), market orientation, and image effect on the competitive advantage of Islamic Banks in Kediri. CRM, and market orientation affect the marketing of Islamic Banks Performance in Kediri. The company's image does not affect the marketing of Islamic Banks Performance in Kediri.It is suggested that the bank to constantly improve its image. This can be done by giving the concern for the surrounding community as the company's involvement with social activities. Thus the social programs that the company will be able to form a personality, raise the reputation of companies before the general public.
Impact of Customer Relationship Marketing on Customer Value Creation and Cust...inventionjournals
A common slang in the American Businesses known as ―Customer is king‖ and undoubtedly, without customers any business is useless. For achieving desired goals and objectives, there must be a long term relationship. In the modern world, there is a huge competition between organizations so the importance of the relationship with customer exceeds. As we know that the competition is just a mouse click away and the market is more demand oriented so that customer is life blood of any organization. A research study was conducted to analyze the relationship of customer relationship marketing with customer value creation and customer loyalty. Questionnaires were used to collect data from customers of different telecom firms and statistically analyzed using SPSS Version 20. Results demonstrated the impact of customer relationship marketing on customer value creation and customer loyalty
Marketing Mix and Service Quality Effect on Customer Satisfaction and Loyalty...QUESTJOURNAL
ABSTRACT: This study aims to test and empirical analysis the marketing mix and service quality effect on customer satisfaction and customer loyalty, research was conducted in 26 branches in Sulawesi a population of about 16 212 customers of PT. HadjiKalla in Sulawesi who purchase Toyota cars for 2015 with a sample of 390 customers. The results of the analysis of structural equation modelusing AMOS version 20 provide evidence that marketing mix has a positive and significant effect on customer satisfaction and customer loyalty. Service quality is positive and significant effect on customer satisfaction, but insignificant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Marketing mix and service quality has a significant on customer loyalty as a mediated customer satisfaction. The practical implication of this study provide increased knowledge and understanding of the customer and the company's management in Sulawesi in increasing customer loyalty through marketing mix, service quality and customer satisfaction. Limitations of this study on a sample size using only the customers car brands Toyota and just carried on Sulawesi area that may limit generalizability of the research findings. Originality of this study provide the basis for the development configuration modeling using structural equation model and conceptual models that prove marketing mix and service quality on customer loyalty as a mediated customer satisfaction in previous research done separately. The mediating role of customer satisfaction is proven to increase customer loyalty to the highway.
Marketing Mix Effect on the Decision of Customers in The Matter In Choosing T...inventionjournals
The purpose of research is to analyze the extent of the influence of product to the customer's decision in choosing a house purchase loans at PT BNI Griya> BNI (Persero) Tbk Branch 46 Makassar, the study population of customers who took credit purchases (mortgages) on PT.BNI (Persero) Tbk Makassar branch numbering as many as 1,575 people customers, sample using the formula slovin so sampling is set at 94 Respondents., Methods of data analysis used is multiple regression analysis. Research results show that the marketing mix (product, promotion, location, employees, infrastructure and service processes) in regression positive and significant impact on the customer's decision, while variable rates negative and significant effect on the customer's decision, while seen from the test results either partially and simultaneously the marketing mix and significant effect simultaneously on the customer's decision in choosing a mortgage BNI Griya, dominant variable affecting customers in selecting the mortgages BNI Griya is a product, the reason being that the product has a regression coefficient greatest when compared regression coefficient of other variables in the marketing mix
Relationship Marketing Strategies in Banking Sector: A ReviewIJBBR
The paper is review of relationship marketing strategies prevalent in Banking Sector. In this era of mature and intense competitive pressures, it is imperative that banks maintain a loyal customer base. Nowadays, banks realize the importance ofRelationship Marketing. Relationship marketing offers benefits to the banks,
customers as wellas employees of the organization. Relationship Marketing gives the banks way to developmutually beneficial and valuable long term relationships. These long term relationships are further helping banks in reducing operating cost and attracting new customers.
Sales Force – Customer Relationship and Ethical Behaviours in the Nigerian Ba...IOSRJBM
This study examined ‘Sales force – Customer Relationship and Ethical Behaviours in Nigerian Banking Industry. The objectives include: to assess the differences in the ethical behaviours of bank sales force; to determine the effects of sales quotas, social ties and personal moral judgment on salespeople’s ethical behaviours; to identify the congruence between bank salespeople’s and customers’ perceptions of ethical behaviours. Survey research design and six banks were used for the study. 203 bank salespeople and 150 customers were sampled. Convenience sampling technique was used for selecting respondents. Questionnaire was used for data collection. The reliability of the research instrument yielded 0.83 co-efficient using Cronbach Alpha test. ANOVA, Regression Analysis and Pearson’s Product Moment Correlation were used to test hypotheses. Findings show a significant difference in the salespeople’s ethical behaviours; sales target, social ties and low personal moral judgment are responsible for salespeople’s unethical behaviours; there is a significant congruence between the salespeople’s and customers’ perceptions of ethical behaviours and there is a strong negative influence of bank’s corporate code of ethics on salespeople’s ethical behaviours. This study is a case of ethical dilemma. The study recommends that the bank management should adopt discretional measures in approaching ethical issues
Impact of Customer Relationship Management on Customers loyalty . Falana Temitope
A survey research on the impact of Customer Attraction , Customer retention, Customer satisfaction programs on Customers loyalty. In Asaba, Delta State, NIgeria .
ABSTRACT:Increasingly more intense competition and the global nature require a shifting from transactional marketing paradigm to relational marketing, especially in e-business to meet increasing and varied customer’s demands. Company management must establish e-loyalty to maintain and retain customers. This paper aims to explain the relationship model of e-service quality, e-satisfaction, e-trust, e-commitment and customer e-loyalty. This relationship is based on the relationship marketing theory based on the online perspective in building the customer e-loyalty. Results of this study show that e-service quality, e-satisfaction, e-trust and e-commitment play a key role in building the e-loyalty of the online customer.
Relationship marketing and financial viability of NonGovernmental Organizatio...inventionjournals
This study is part of an on-going PhD dissertation from University of Nairobi.The purpose of this study was to examine the effect of relationship marketing on financial viability of NGO. The study was informed by realization that not for profit organizations do not appreciate the role of marketing in their activities yet one of their greatest challenges is attracting funding to run their affairs. Data was collected from NGOs operating in Nairobi City County in Kenya. The study revealed that relationship marketing has positive linear relationship with financial viability of NGOs. NGOs managers should develop relationship with a variety of stakeholders of their organizations for smooth running of their affairs. The study recommends training of NGOs managers on roles of relationship marketing within their organizations with the aim of changing culture. This would make them treat their clients and donors as partners which will result in not only attaining financial viability but improved overall performance
A Study on Customer Relationship Marketing in Banking Sectorpaperpublications3
Abstract: Modern Marketing Philosophy advocates the concept of customer relationship marketing that creates customer delight. In the banking field a unique relationship exists between the customers and the bank. Due to various reasons like financial burdens, risk of failure, marketing inertia etc., many banks are still following the traditional ways of marketing and only few banks are making attempts to adapt customer relationship marketing. The role of custom er relationship marketing is very vital in leading the banks towards high level and volume of profits. So there is a need to study the role of customer relationship marketing in development and promotion of banking sector through the side-lines of the practices, problems and impact of CRM on banking sector all the time.
Marketers keep on evolving ways and means to attract as well as
retain the customers. During the last few decades, the marketing practices have
been changed rapidly. The consumers now wish to be associated with those
organisations and brands, which are ethical and follow high standards of
integrity. Such aspects have been incorporated in the concept of Marketing 3.0,
which is based on value-based matrix (VBM). The present study empirically
predicts the construct of VBM in the banking industry context. The sample size
of the study is 283. The logistics ordinal regression was applied with 27 items
to identify the predictive constructs of value-based banking. ‘Selection of bank
based on value system’ was the dependent variable and the independent
variables contained 25 statements covering value-based banking along with
2 covariates ‘age’ and ‘education’. It was found that ‘value-based banking’ and
‘education’ have significant impact on the dependent variable.
DETERMINE THE INFLUENCE OF INTEGRATED MARKETING COMMUNICATION ON CONSUMER DEC...IAEME Publication
In today’s marketing environment, promotion involves integrated marketing communication (IMC). In a pharma sector, IMC involves bringing together a variety of different communication tools to deliver a common message and make a desired impact on customers’ perceptions and decision making. Further to the evolution of modern marketing, where IMC has become a major way of achievement the objectives of a company, there is a need to identify opportunities to increase its impact on consumer decision making. Therefore, is of interest, the relatively recent approach found in the literature, according to which IMC works specifically through all the four classic elements of the marketing mix: product, price, placement and marketing communications. The present study is focusing on Determine the influence of Integrated Marketing Communication on consumer decision with respect to pharmaceutical sector in Tamilnadu.
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Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxmy Pandit
Explore the world of the Taurus zodiac sign. Learn about their stability, determination, and appreciation for beauty. Discover how Taureans' grounded nature and hardworking mindset define their unique personality.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
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Relationship marketing and bank performance
1. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 4, No.10, 2012
Relationship Marketing and Bank Performance: an Applied Study
on Commercial Banks in Southwestern Nigeria.
Kosile Betty Adejoke1* Ajala Olufunmilayo Adekemi2
1. Department of Business Education, Osun State College of Education, Ilesa, Nigeria
2. Department of Banking and Finance, The Polytechnic Ibadan, Nigeria
* E-mail of the corresponding author: bettykosile@yahoo.com
Abstract
This paper examines the effect of relationship Marketing process on Bank performance of selected Commercial
Banks in Southwestern Nigeria. It examines the management and performance of marketing relationships from
the perspectives of direct marketing, internal marketing, banks’ relationship quality and customer’s relation
benefits in Nigeria context. The research design used was a descriptive design. The data for the study were
gathered, through questionnaire adapted from Ismail (2011), from three out of six states in the Southwestern geo-
political zone of Nigeria. Multistage Random sampling technique was used. High rate of return of 91% was
achieved because it was a self-administered questionnaire using drop and collect method. The reliability test of
instrument was done using Factor Loading and Cronbach Alpha. Data collected were analysed using both
descriptive and regression analysis statistics. The Statistical Package for Social Scientists (SPSS) 17.0 version
was used in data analysis. The finding reveals a positive and significant relationship between Relationship
Marketing and Bank Performance indicators. The Relationship Quality and Relation Benefits were found to be
positively and significantly determinants of Bank performance. The findings revealed further that Direct
Marketing and Internal Marketing are insignificant predictors of bank performance. The policy implication of
this study recommends that the issue of job security that has bedeviled banking sector as a result of indiscriminate
retrenchment must be looked into by the banks’ helmsmen. This will lead to orgainisation commitment among the
employees that seems to be lacking among the employees of Nigeria Banks. This will enhance the bank
performance.
Keywords: Bank Performance, Marketing Orientation, Relational Benefits, Relationship Marketing,
Relationship Quality, Nigeria
1. Introduction
Relationship marketing is all about acquiring new customers and retaining existing customers. The concept of
relationship marketing has received a great deal of attention from Scholars in the field of marketing. The concept
has been investigated from many perspectives and examined in many ways indicating its conceptual and practical
importance. Relationship marketing concept is based on the paradigm of a true balance between "giving and
getting" as a key benefit to encourage an active role and is conducive in delivering two- way value, where loyalty
is based on trust and partnership, will prove to be one of the most significant policies to be pursued in
development and sustenance of competitive advantage (Ismail, 2009, Gronroos, 1994). According to Christopher
et.al (2002), the real purpose of business is to create and sustain mutually beneficial relationships, especially with
selected customers. With the main proposition which assume that successful relationships is the two-way flow of
value.
Positive relationship has been established between relationship marketing and organization performance.
Relationship marketing usually results in strong economic, technical and social ties among the stakeholders
parties thereby reducing their transactions costs and increasing exchange efficiencies included in relationship
marketing which are not only buyers or sellers exchanges but also business partnerships, strategic alliances, and
cooperative marketing networks. The relationship typically involves seller- customer exchange, but it could
involve any stakeholder's relationship (Morgan and Hunt, 1994; Gronroos 1994).
Ismail (2009) opines that relationship marketing emphasizes that relationships are partnerships with emphasis on
social bonding, co-operation, and joint problem solving, sharing resources and activities, and basing relationship
on common goals. He, however, challenged that the benefit should be relational and dyadic too. Most of the
studies have been emphasizing the effect of relationship marketing on organization performance neglecting
customer benefits. Moreover, relationship marketing emphasizes that long-term relationships are mutually
beneficial. In any genuine relationship, both parties involves should be beneficiaries of the outcome of such
relationship. Ismail (2009) observed that if genuine partnerships, as relationship marketing suggests exist,
relational quality and relational benefits must be of great value.
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Drawing inspiration from similar study conducted by Ismail (2009) in Jordianian Insurance companies, this study
examines the management and performance of marketing relationships from the perspectives of direct marketing,
internal marketing, banks’ relationship quality and customers’ relational benefits in Nigeria context.
2. Conceptual and Theoretical Framework
Marketing as a distinct discipline was borne out of economics around the beginning of this century and has been
developing over the year. The primary focus was on transactions and exchanges. However, marketing as a field of
study and practice is still in the process of reconceptualization in its orientation. Axioms of transactional
marketing are the belief that competition and self-interest are the drivers of value creation and maintaining an
‘arm’s length relationship’ is vital for marketing efficiency. Development of relationship marketing, therefore, is a
significant shift in the axioms of marketing: competition and conflict to mutual cooperation, and choice
independence to mutual interdependence (Sheth and Parvatiyar, 2000). There has been a shift from transactions
to relationships in marketing orientation. (Kotler 1990). The emphasis on relationships as opposed to transaction
based exchanges has redefined the domain of marketing as predicted by Sheth, Gardener and Garett (1988).
Every marketing transaction involves a relationship between the buyer and seller in a transaction-based situation,
the relationship may be quite short in duration and narrow in scope, on the other hand, the customer-seller bonds
developed in a relationship marketing situation last longer and cover a much broader scope than those developed
in transaction marketing. Customer contacts are more frequent, a company emphasis on customer service
contributes to consumer satisfaction in relationship marketing. (Armstrong and Kotler, 2007).
Brodie et. al, (1997) suggested relationship marketing be applied at four levels. At the first level, relationship
marketing is a technology-based tool of database marketing. At a second level, relationship marketing focuses on
relationships between businesses and its customers with an emphasis of customer retention. At a third level,
relationship marketing is a form of ‘customer partnering’ with buyers cooperatively involved in the design of the
product or service offering. At a fourth and broadest level, relationship marketing was seen as incorporating
everything from databases to personalized services, loyalty programs, brand loyalty, internal marketing,
personal/social relationships and strategic alliances.
Relationship marketing orientation involves a company integrates customer service and quality with marketing,
the result is a relationship marketing orientation. Relationship marketing creates a new level of interaction
between buyers and sellers. Rather than focusing exclusively on attracting new customers, marketers have
discovered that it pays to retain current customers as the cost of retention is lower compare to the cost of
acquiring a new customers. It has been established that strong economic, technical and social ties among the
stakeholders’ parties reduce transactions costs and increase exchange efficiencies. These are the benefit of
relationship marketing. Also, included in relationship marketing which are not only buyers / sellers exchanges but
also business partnerships, strategic alliances, and cooperative marketing networks (Morgan and Hunt, 1994;
Gronroos 1994).
Jobber and Fahy (2006) view relationship marketing as the process of creating, developing and enhancing
relationship with customers and other stakeholders. Relationship marketing refers to the development, growth,
maintenance of long- term, cost- effective exchange relationship with individual customers, suppliers, employees,
and other partner for mutual benefit (Boone and Kurtz, 2007). Developing excellent service quality creates the
opportunity to build an ongoing relationship with customers. The idea of relationship can apply to many
industries. It is particularly important in service industry of which banking is central because of direct contact
between the banks and customers.
2.1 Direct Marketing
Relationship marketing is always concerned about the direct marketing (otherwise known as interactive
marketing) activities and managing these dimensions with the aim of establishing, developing and maintaining
co-operative customer relationships for mutual benefit (Grönroos, 1997, 2004). Direct marketing refers to
buyers- seller communications in which the consumer controls the amount and type of information received from
a marketer. Interactive techniques have been used for more than a decade; point-of-sales brochures and coupon
dispensers are a simple form of interactive advertising. Today, however, the term also includes two-way
electronic communication using a variety of media such as the internet, CD-ROMS, and virtual reality kiosks
(Boone and Kurtz, 2007).
2.2 Relationship Quality
Relationship quality is all about customer satisfaction, trust and commitment. It can be regarded as a variable
composed of several key components reflecting the overall nature of relationships between companies and
costumers. There has not been a common consensus regarding the conceptualization of relationship quality but
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there has been considerable speculation as to the central components of this all important variable in measuring
relational quality. Components of relationship quality proposed in past research include cooperative norms
(Baker, Simpson, and Siguaw 1999), opportunism (Dorsch, Swanson, and Kelley 1998), customer orientation
(Dorsch, Swanson, and Kelley 1998; Palmer and Bejou 1994), seller expertise (Palmer and Bejou 1994), and
conflict, willingness to invest, and expectation to continue (Kumar, Scheer, and Steenkamp 1995). From the
previous studies, there is general consensus that customer satisfaction with the service provider’s performance,
trust in the service provider, and commitment to the relationship with the service firm are key components of
relationship quality (Baker, Simpson, and Siguaw 1999; Crosby, Evans, and Cowles 1990; Dorsch, Swanson, and
Kelley 1998; Garbarino and Johnson 1999; Palmer and Bejou 1994; Smith 1998). In summary, variables such as
satisfaction, trust, and commitment are core components in relationship quality research; however, these variables
are treated as interrelated rather than independent.
2.3Relational Benefits
Relationship marketing strategies should enhance customers' perceived benefits such as perceived relationship
improvement and perceived economic benefits of engaging in relationships (O'Malley and Tynan, 2000). The
Relational Benefits approach assumes that both parties in a relationship must benefit for it to continue in the long
run. For the customer, these benefits can be focused on either the core service or on the relationship itself
(Hennig-Thurau, Gwinner, and Gremler 2000). Benefits customers are likely to receive as a result of having
cultivated a long-term relationship with a service provider are referred to as relational benefits (Gutek et al. 1999;
Gwinner, Gremler, and Bitner 1998; Reynolds and Beatty 1999a). These relational benefits are benefits that exist
above and beyond the core service provided. According to earlier researchers, relational benefits include
confidence benefits, social benefits and special treatment benefits (Barnes, 1994; Berry, 1995; Bendapudi and
Berry, 1997 and Gwinner, Gremler, and Bitner, 1998). According to them confidence benefits refer to perceptions
of reduced anxiety and comfort in knowing what to expect in the service encounter, social benefits pertain to the
emotional part of the relationship and are characterized by personal recognition of customers by employees, the
customer’s own familiarity with employees, and the creation of friendships between customers and employees;
and special treatment benefits take the form of relational consumers receiving price breaks, faster service, or
individualized additional services.
2.4 Internal Marketing
This has to do with organization employees job satisfaction (Ahmed, Rafiq, and Saad 2003; Hwang and Chi
2005), work motivation (Bell, Menguc, and Stefani 2004) and organizational commitment (Caruana and Calleya
1998; Mukherjee and Malhotra 2006).
Few studies have explicitly examined customer-related outcome of internal marketing, such as service quality
(e.g., Bell and Menguc 2002; Bell, Menguc, and Stefani 2004). Earlier research on internal marketing concurs on
three important themes. First, it is crucial that employees are “well-attuned to the mission, goals, strategies, and
systems of the company” (Gummesson 1987), second, internal marketing builds on the formation of a corporate
identity or collective mind (Ahmed and Rafiq 2002). Third, internal marketing must go beyond short-term
marketing training programs and evolve into a management philosophy that requires multilevel management to
continuously encourage and enhance employees’ understanding of their roles and organizations (Berry, Hensel,
and Burke 1976).
2.5 Performance
All relationship marketing activities are ultimately evaluated on the basis of the company’s overall performance.
However, as a firm’s profitability is influenced by a number of variables largely independent of relationship
marketing activities that may include leadership style, capital base and technological know-how, it seems
appropriate to conceptualize relationship marketing outcomes on a more concrete level when investigating
possible antecedents (Ismail, 2009). Performance indicator such as target goals, sales goals, customer retention
(customer loyalty and positive customer word-of-mouth communication), better reputation in quality product and
new product development and employee satisfaction measured by employee turnover rate are found appropriate
in this context.
3. Methodology and Model
3.1 Method and Methods
The research design used was a descriptive design. As at 2012, there are 21 licensed commercial banks in
Nigeria. All these banks have their branches in South-western Nigeria. These commercial banks serve as
population for the study. There are six states in the south-western geo-political zone of Nigeria out of which three
states were selected and 10 branches were randomly selected to cut across major banks in the selected states
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Vol 4, No.10, 2012
namely Osun, Oyo and Ondo State. Multistage Random sampling technique was used. The data for the measures
of the variables are collected through questionnaire adapted from Ismail (2009) using five-point likert scale to
measure the level of agreement or disagreement with the scale range from 1 as “strongly disagree” to 5 as
“strongly agree. The survey instruments were distributed on five copies of questionnaire per branch; totalling 150
while 137 were returned and found useful for the analysis. High rate of return of 91% was achieved because it
was a self-administered questionnaire using drop and collect method. The reliability test of instrument was done
using Factor Loading and Cronbach Alpha. Data collected were analysed using both descriptive and regression
analysis statistics. The Statistical Package for Social Scientists (SPSS) 17.0 version was used in data analysis.
3.2 Model specification
Theregression model will be of the form:
Y = α + β1Χ1 + β2Χ2 +…..+ βnΧn + εI …………………………….………. Eq.1
Where
Y is dependent variable,
α is an intercept.
ß1… ßn are the coefficient of the independent variables X1 to Xn. Substituting both dependent
and independent variables in equation 1 above, we have the following equation
Specifically, for this study the expression is appropriate:
BPi = α + β1RQi + β2RBi +β3IMi +β4DMi +εit ………………………….Eq.2
Where
BP = Bank Performance
RQ = Relationship Quality
RB = Relational Benefits
IM = Internal Marketing
DM = Direct Marketing
εI = Error term
3.Empirical Results and Discussion
4.1 Reliability Test
The level of reliability of the instrument that is the consistency of the variables is checked with the Cronbach’s
alpha statistics. Cronbach’s alpha is an index of reliability associated with the variation accounted for by the true
score of the “underlying construct” (Nunnaly, 1978). Cronbach’s Alpha’s can only be measured for variables
which have more than one measurement question.
The rotated component matrix was used to extract the factors that measure relationship marketing using the
principal component analysis and Varimax rotation methods. The results were extracted as Table 1. The
Cronbach’s alpha’s values vary from 0.555 to 0.869 as shown in Table 2. Nunnaly (1978) has stated that 0.5 is a
sufficient value, while 0.7 is a more reasonable Cronbach’s alpha.
4.1 Descriptive Statistics
Table 3 shows the descriptive statistics of the independent and dependent variable. The mean for Bank
Performance is 28.54 which show much favorable bank performance. However, from the descriptive analysis, it
is stated that internal marketing has the highest mean value of 44.48 compared to the rest of the mean values
where Direct Marketing, relationship quality and relational benefit has the mean value of 23.2, 18.88 and 13.37
respectively.
4.3 Regression Analysis
Equation 2 in the model specification above was analysed to determine the contribution of the independent
variables to the variance in the dependent variable using Statistical Package for Social Scientists (SPSS) version
17.0. Multiple regression analysis helps us understand how much of the variance in the dependent variable is
explained by a set of predictors. In Table 4, the R square value indicated that 77.3% of the variance in bank
performance was explained by the contributions of internal marketing, Direct Marketing, relationship quality and
relational benefit as shown in table below. Durbin-Watson statistics of 1.738 which is close to acceptable
standard of 2.0 shows that there is no autocorrelation problem in the model.
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Vol 4, No.10, 2012
Regression-coefficient is an extension of bivariate correlation. It indicates the degree of each predictor
(explanatory variables) contribution to the variation explained in the dependent variable. At a significant level of
5%, only relationship quality and relational benefits were found to be significant predictor. The standardized
coefficient has been used to assess the effect of each predictor. The higher the absolute value of Beta, the more
important variable is in predicting the bank performance. Relational benefit explains the most variance in bank
performance with coefficient value of 0.644. This shows that Relational benefit explains 64.4% of variation in
Bank Performance while relationship quality explains 47.3% as it has a coefficient value of 0.473 as shown in
Table 5.
The result revealed that top management and marketing managers place more premiums on relational benefits
followed by relationship quality for better Bank performance than other relationship marketing construct.
5. Conclusion
This study shows the importance of relational benefits and relationship quality criteria and their influence on
Banks performance of commercial bank in South-western Nigeria as these variables are significant in this study.
The findings revealed further that direct marketing and internal marketing are insignificant as determinants of
bank performance. These two variables that are not significant in this study need to be worked on in line with
literature, they portray a good area that banks can be improved on. Job security that leads to organisation
commitment seems to be lacking among the employees of Nigeria Banks. To be “target” driven at the expense of
staff, job security, staff training and job satisfaction will not assist the management of the Banks in optimising
their performance. Hence, indiscriminate retrenchment of staff on the flimsy excuse of not meeting up with
seemly unachievable target need be minimized rather achievable goal and target will be a motivator.
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7. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 4, No.10, 2012
Table 1: Rotated component matrix for relationship marketing criteria
Questions Component
Direct Marketing. 1 2 3 4 5 6 7 8 9
Direct Mail .916
2. Telemarketing (both inbound and .691
outbound)
3. Direct response advertising (coupon .630
response or "phone now").
4. Catalogue marketing. .704
5. Electronic media (internet, e-mail, .496
interactive cable TV).
6. Inserts (leaflets in magazines). .836
7. Door-to-door leafleting. .909
Internal Marketing
8. Job security .674
9. Organizational commitment .800
10. Marketing training programs .584
11. Freedom in job. .681
12. Clarity of tasks. .517
13. Work motivation .764
14. Rewards and incentives .575
15. Decentralized communications .727
16. Equity of salaries. .653
17. Involving employees in decision .916
making
18. Friendly contacts with personnel .691
19. Clarity of employee role .630
20. Job satisfaction .704
Relational Benefits
21. Core service benefits for customers .496
22. Supplementary service benefits for .836
customers
23. After sale service benefits for .909
customers
24. Benefits for employees. .590
Relationship Quality
25. Customer satisfaction with the .843
service provider’s performance
26. Trust in the service provider .546
27. Commitment to the relationship with .777
the service firm
28. After sale services .901
29. Additional and more services than .780
other customers.
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8. European Journal of Business and Management www.iiste.org
ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)
Vol 4, No.10, 2012
Bank Performance
30. Target goals have been achieved. .772
31. Sales goals have been achieved. .870
32. ROI goals have been achieved. .540
33. Our product(s) have a higher quality .780
than those of other banks.
34. We have a higher customer retention .633
rate than other banks.
35. We have a better reputation among .771
major customer segments than other
banks.
36. We have a lower employee turnover
rate than that of other banks
37. We have been more effective in new
product development than other
banks.
Source: Author computation using SPSS17.0 2012
Table 2: Cronbach Alpha
Relationship Marketing Cronbach’s
Criteria Coefficient Alpha
Direct Marketing (DM) 0.754
Internal Marketing (IM) 0.728
Relational Benefits (RB) 0.869
Relationship Quality(RQ) 0.555
Bank Performance (PF) 0.806
Overall 0.935
Source: Author computation using SPSS17.0 2012
Table 3: Descriptive statistics
N Minimum Maximum Mean Std. Deviation
DM 137 8.00 35.00 23.2044 5.51487
IM 137 19.00 58.00 44.4818 7.67167
RB 137 4.00 20.00 13.3650 4.31290
RQ 137 8.00 25.00 18.8832 3.30344
PF 137 14.00 40.00 28.5401 6.03667
Source: Author computation using SPSS17.0 2012
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9. European Journal of Business and Management www.iiste.org
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Vol 4, No.10, 2012
Table 4: Model Summaryb
Change Statistics
Std. Error
R Adjusted of the R Square F Sig. F Durbin-
Model R Square R Square Estimate Change Change df1 df2 Change Watson
1 .879a .773 .766 2.91910 .773 112.404 4 132 .000 1.738
a. Predictors: (Constant), RQ, IM, RB, DM
b. Dependent Variable: PF
Table 5: Coefficient
Unstandardized Coefficients Standardized Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) 4.388 1.696 2.587 .011
DM -.155 .147 -.141 -1.051 .295
IM -.014 .063 -.018 -.226 .822
RB .902 .149 .644 6.033 .000
RQ .865 .104 .473 8.321 .000
Dependent Variable: PF
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