Download or read book The Effect of Customer Relationship Marketing on Customer Loyalty Case Study of Commercial Banks in Nekemte Town written by Musefa Yesin and published by GRIN Verlag. This book was released on 2021-12-29 with total page 94 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (undergraduate) from the year 2021 in the subject Business economics - Market research, grade: 90.5, Wollega University, course: Thesis, language: English, abstract: The general objective of this study, which got submitted as partial fulfillment to the requirement of the award of Master of Art, is to examine the effect of customer relationship marketing on customer loyalty of commercial banks in Ethiopia. Specifically, this study has the following objectives: To find out the level of the effect of trust on customer loyalty the case of commercial banks in Nekemte banks. Banking industry in Ethiopia has stiff competition thus banks need to consider various strategic options and programs in order to survive and thrive. One of strategy is Customer Relationship Marketing. This study was aimed to examine the effect of customer relationship marketing dimensions (trust, commitment, conflict handling, communication, empathy competence and customer satisfaction) on customer loyalty of commercial banks in Nekemte town. The researcher was used both probability and non-probability sampling techniques to select sample respondents from the total population under this study. Data were collected through the five point’s likert scales of questionnaires and used mixed research approach was used. To achieve the objective of the study, questionnaire was physically distributed to 404 respondents of selected Commercial Banks in Nekemte town. Out of 404 customers 375 92.8% of customers were completed and collected. Descriptive and inferential statistics were used to analyze the collected data by using SPSS software version 24 and questionnaires reliability was estimated by calculating Cronbach’s Alpha. Descriptive analysis tools such as frequency, percentage, mean and standard deviation. Inferential statistical analysis tools such as correlation coefficient was worked out and used to explore the relationships between variables. And regression analysis was performed to study the effect of independent variables on dependent variable.
Download or read book Customer Relationship Marketing and Its Impact on Customer Satisfaction written by Ujakpa Martin and published by LAP Lambert Academic Publishing. This book was released on 2015-12-16 with total page 60 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this book, Customer Relationship Marketing (CRM) Practices in commercial banks are examined. The variables relationships were established through case study research design using Energy Bank Ghana Limited. The findings in this book show that each variable was found to be effective in determining customers' relationship marketing. The most widely adopted CRM practice in commercial banks was conflict handling followed by Reliability, Communication, Service quality, Empathy, Trust, Customer relations, Commitment, Staff Competence. Responsiveness is the least adopted practice. In this book the impact of customer relationship marketing on customer satisfaction was also investigated. Analysis revealed that, the strength of the general effect of staff commitment on customer satisfaction justified by the chi square test was positive and of high association. The book is highly recommended to Commercial banks, policy makers, stakeholders and academia.
Download or read book Relationship Marketing and Customer Loyalty written by Bhoj Bhandari and published by . This book was released on 2018 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This study examines the impact of relationship marketing practices on customer loyalty in Nepalese commercial banks. Customer loyalty is taken as dependent variable. Trust, commitment, conflict handlingand communication are selected as the independent variables. The primary source of data is used to assess the opinions of respondents on relationship marketing and customer loyalty in Nepalese commercial banks. The survey is based on 160 respondents from 20 commercial banks in Nepal. To achieve the purpose of the study, structured questionnaire is prepared. The multiple regression models are estimated to test the significance and importance of relationship marketing practices andcustomer loyalty in Nepalese commercial banks.The result shows that there is positive relationship of trust, commitment, conflict handling and communication withcustomer loyalty. This indicates that higher the level of trust, higher would be customer loyalty. Likewise, more the banks are committed in providing services to the customers, higher would be the customer loyalty. The study also reveals that that more the flow of communication between organization and the customers, higher would be the customer loyalty. The regression results show that beta coefficient is positive for trust, communication, conflict handling and commitment. However, the beta coefficients are significant for communication, and commitmentat 5 percent level of significance.
Download or read book Loyalty and Customer Relationship Management in Banking Sector Case Study of HSBC written by Farrukh Khan and published by Lulu.com. This book was released on with total page 152 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Relationships Between Advertising Effectiveness Customer Perceived Value and Customer Loyalty written by Zemenay Yeneneh and published by . This book was released on 2018 with total page 12 pages. Available in PDF, EPUB and Kindle. Book excerpt: The banking industry is undertaking extensive promotional activities to attain customers' preference. The competition in Ethiopian banks is paramount and commercial banks in the country surpassed eighteen from five banks before sixteen years. Most banks engage in promotional activities without assurance of developing long-term relationships. The purpose of his study is to analyze the relationship between advertising effectiveness, customer perceived value and customer loyalty in the Ethiopian banking sector, particularly in the commercial bank of Ethiopia. The study was conducted at the five branches of the bank located in Bahir Dar city. The quantitative research approach was implemented and the study is explanatory research and the researcher used both primary and secondary sources of data. The sample consists of 400 respondents' selected based on convenience sampling procedure. The questionnaire was distributed to selected branches customers. The result implies that there is a positive and significant relationship between advertising effectiveness and customer loyalty. Customer perceived value partially mediate with the relationship between advertising effectiveness and customer loyalty. The finding indicated that effective advertising contributed to developing loyal customers. To improve loyalty the Bank should work on performance marketing strategies that improve the effectiveness of advertising.
Download or read book Customer Loyalty written by Hellen Karyose and published by . This book was released on 2019 with total page 12 pages. Available in PDF, EPUB and Kindle. Book excerpt: This study aimed to analyze the influence of service quality, corporate image, and customer relationship marketing on customer satisfaction and customer loyalty. The population consisted of 180 bank customers in Malang city. For the analysis of Structural Equation Model (SEM) came into use. The results showed that service quality, corporate image, and customer relationship marketing influence on customer satisfaction, and service quality, corporate image, and customer relationship marketing influence on customer loyalty. Moreover, customer satisfaction effects on customer loyalty. Customer satisfaction mediated the effect of service quality, corporate image, and customer relationship marketing on customer loyalty.
Download or read book Relationship Marketing and Its Effect on Customer Loyalty written by Hailu Megersa and published by LAP Lambert Academic Publishing. This book was released on 2013 with total page 84 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today the emergence of banks in the banking industry increase from time to time in Ethiopian banking industry, so banks needs to place an emphasis on relationship marketing practice to improve their relationship with their customers. The main target of relationship marketing is to create long-term relationships with customers to have loyal customers which raise the benefits of organization. The relationship marketing dimensions are considered to be crucial for building long-term relationship with customers.
Download or read book An Empirical Investigation Into the Effects of Customer Relationship Management on Bank Performance in Nigeria written by Adewale Adegoke Alawiye-Adams and published by . This book was released on 2014 with total page 65 pages. Available in PDF, EPUB and Kindle. Book excerpt: The information age has created a new segment of knowledgeable customers. It has become very imperative for Banks to pay close attention to the roles of more active groups of customers. This study therefore aims to provide the results of an in-depth investigation of the link between Customer Relationship Management (CRM) and Bank Performances in the financial services industry. Customer Relationship Management literature acknowledges the proactive nature of the firm's strategy by building on relationships with customers. Relationships help create unique, difficult to imitate knowledge for firms, which seek to understand how advances in relationship marketing enhance our understanding of knowledge required for competitive success, and how advances in relationship knowledge and marketing actually assist the process of advancing Bank Performance.For the purpose of this research, the historical and survey research methods were adopted. Data were collected from both primary sources, using some three Nigerian Commercial Banks (Access Banks, Skye Bank and Wema Banks) and secondary sources. Hypothesis formulate were tested using the chi-square analysis. The study found out that Customer Relationship Management has a positive impact on Banks performances. Customer relationship management is the process of managing detailed information about individual customer and carefully managing all customers touch points to maximize customer loyalty. A customer's touch is any occasion in which a customer encounters the brand and product from actual experience to personal or mass communications to causal observation. Customer relationship management is used by banks and other organization as a business strategy to increase performance through customer satisfaction.The study therefore recommends amongst others that Banks Staffs should be adequately and continuously trained and equipped on practices in Customer Relationship Management and should be given frequent seminars reminding them on the importance of CRM and to also update their knowledge. And this would ensure inter-personal relationships between the staff and their customers to ensure free flow of information and complaints from the customers.
Download or read book Algerian Islamic Banks written by Elkhansa Medjedel and published by Partridge Publishing Singapore. This book was released on 2020-10-06 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Due to the fierce competitive environment in the banking industry, several service providers implement marketing tactics to compete in order to achieve customer loyalty. Particularly, Islamic banks around the world are struggled to compete against conventional in terms of marketing activities development and gaining customer loyalty. Relationship marketing tactics such as price, service quality, communication, customization and reputation considered as the tools that marketers can use to enhance trust and commitment and subsequently customer loyalty. This study investigates the impact of relationship marketing tactics, trust and commitment on customer loyalty in Algerian Islamic banks. Data were collected through self-administered questionnaires delivered to 308 customers of two leading Islamic banks in Algeria. Data were analyzed using Structural Equation Modeling through Smart PLS. The results found that only communication and customization are related to trust, and reputation positively related to commitment. Communication and service quality significantly predicted customer loyalty. In addition, the results provided a substantial support that trust and commitment acts partially as the mediators on the relationship between relationship marketing tactics and customer loyalty. Findings also have contributed to new knowledge of evaluating a model of relationship marketing tactics with the role of trust and commitment on loyalty. Finally, it would be useful to examine more variables; future research can include different tactics such as reciprocity, tangible rewards, direct contact, value proposition, and customer satisfaction as well.
Download or read book Customer Loyalty on Commercial Banks in Albania written by Xhensila Abazi and published by LAP Lambert Academic Publishing. This book was released on 2013 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Satisfaction and Customer Loyalty are main topics each every business operates now days. In order to survive and further advance in a fast technological and dynamic environment special attention should be paid to the customer as well as to human resources. Currently in Albania, the banking branch of the financial system is one of the most accomplished sectors with regard to the adaption of contemporary marketing practices. This branch grew at a fast dynamic pace from the initial efforts days to establish the Central Bank until the later days, when a well-defined program of further developing this system exists. The most dynamic period, offering a wide variety of developments and opportunities started in 1992, and it coincides with the first and most important financial and monetary reforms, Albania's memberships in International Monetary Fund and World Bank, the 1997 pyramidal schemes turmoil, and the denationalization of banks. The main objective of this book is measuring customer loyalty in Albanian commercial banks. It should be noticed that the research is focused on Elbasan alone (a city located in central Albania)in order to identify factors that impact loyalty.
Download or read book Managing Customer Relations in the Banking Industry Customer Service written by Dr. David Ackah and published by GRIN Verlag. This book was released on 2018-05-17 with total page 52 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: B, ( Atlantic International University ) (School of Business and Economics), course: Ph.D. Economics, language: English, abstract: The main aim of this study has been to identify the possible causes of customer dissatisfaction. The specific objectives of the study were examined , the degree of cordiality and adversity of the relationship between management and staff and how these influence positively or negatively customer relations of banking organizations, a case study of Sahel Sahara Bank. The study is to assist the management of banking organization towards ensuring improved customer relations by offering incentives, customers’ relations training for employees and organizing seminars and workshops to raise employees’ level of professionalism. The researcher employed the quota sampling technique to specifically make a selection of the groups of management, staff, customers and other users of the Bank to whom questionnaires were administered until the required numbers of respondents were reached. In all, sixty (60) questionnaires were distributed. Out of these, ten (10) were administered to the management of the bank, twenty (20) to its employees and thirty (30) to customers who had visited to transact business at the bank’s premises on those faithful days of questionnaires administration. The study revealed that management and customers to the Bank asserted that customer relation training were the best tool for building customer relations to provide the needed skills for quality service delivery. Employees were also of the opinion that monetary incentive or rewards though important might not do much in improving customer relations but rather receiving customer relations training would equipped them better. There is therefore the need for management of banking organizations particularly the Sahel Sahara Bank to integrate their roles and efforts towards the facilitation of the customer relations training since employees as well as customer to the Bank rated it as the most workable measure.
Download or read book Customer Relationship Management in Financial Services written by Mohammed Masum Iqbal and published by . This book was released on 2020 with total page 45 pages. Available in PDF, EPUB and Kindle. Book excerpt: The financial service industry is facing immense competition across the world and, in Bangladesh, the scenario is not different. The banks in Bangladesh are operating their business in a highly competitive business environment. The main objectives of the study are to explore antecedents of Customer Loyalty and to develop a model of Customer Relationship Management for financial services industry especially for Private Commercial Banks (PCBs) in Bangladesh. To achieve the objectives, this study has looked into the available literature and conducted an empirical study on the causal relationships among different factors such as services quality, customer trust, customer perceived value, customer satisfaction, customer switching barrier, customer culture, and customer loyalty which are directly and indirectly related to CRM. A model has been developed based on comprehensive literature review, focus group discussion, and an extensive survey of the customers of some selected PCBs. The survey has been administered on 450 respondents with a structured questionnaire and the response rate has been 89.44%.In EFA, the study has explored seven factors which are related to CRM namely services quality, customer trust, customer perceived value, customer satisfaction, customer switching barrier, customer culture, and customer loyalty. Confirmatory Factor Analysis (CFA) has been performed to ensure the validity of the constructs. Except for one factor namely Customer Culture, all other factors have ensured the convergent and discriminant validity. The study has revealed that Customer Satisfaction is the most important determinant of Customer Loyalty whereas Services Quality, Customer Trust, and Customer Perceived Value act as significant antecedents of Customer Satisfaction. This study makes a significant contribution to the existing literature by showing the influences of different factors on Customer Loyalty and by developing a model of CRM in the financial service industry of Bangladesh.
Download or read book Service Quality On Customers Patronage Selected Banks In Ogun State written by Ismaila Akintan and published by GRIN Verlag. This book was released on 2021-07-26 with total page 140 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2016 in the subject Business economics - General, grade: 6.3, , language: English, abstract: This study analyses the effect of service quality dimensions on customers’ patronage of selected banks in Ogun State, Nigeria. It investigates the relationship between service quality dimensions and customers’ patronage using Bank Service Quality model dimensions. It also determines factors responsible for customers staying on queue for longer periods of time while awaiting bank services, assesses the level of customer satisfaction about services rendered by money deposit banks with a view of identifying factors that were responsible for customer disloyalty in patronising banks. The study employed Simple random sampling to select six banks namely First Bank Plc, United Bank of Africa Plc, Guarantee Trust Bank Plc ,Access Bank, First City Monument Bank and Zenith Bank Plc for this study. Convenience sampling method was used to select 240 customers of the selected banks. The data were analysed through the use of Statistical Package for Social Science (SPSS), while Pearson’s correlation co-efficient and multiple regression analysis were used to test the hypotheses formulated whether significant relationship exist between service quality dimensions and customers’ patronage.
Download or read book Customer Relationship Management in Banking Services written by Dr. Antony Joseph K & Dr. Gabriel Simon Thattil and published by Lulu Publication. This book was released on 2021-07-01 with total page 299 pages. Available in PDF, EPUB and Kindle. Book excerpt: Achieving and sustaining growth in banking business is a herculean task, but it can be successfully done, if the focus is on customers. With hot winds of competition blowing across the banking industry in India, developing an emotionally close, symbiotic relationship with customers has become highly important than ever before. Any bank that wishes to grow in the size of its business or improve its profitability must consider the challenges surrounding its customer relationships (Watson, 2004)2. Banks now have realized that, of all the problems the business can have, the loss of established customers is one of the most serious. Hence, banks have come out with innovative measures to satisfy their present customers, acquire new ones, and at the same time adopt procedures to win back the lost customers. Customers’ expectations regarding quality, service and value are ever escalating, and hence, a banker can build good relationship with its customers only if it is able to understand their needs and desires. Customer relationship management philosophy, if properly implemented, will enable the banker to develop long-lasting relationship by developing trust and emotional bonding through personalized communication, sharing of values and goals and personalized communication.
Download or read book The Effect of Consumer Relationship Management CRM on Employees Performance in the Banking Sectors Lagos written by Juliet Iwenya and published by GRIN Verlag. This book was released on 2023-03-08 with total page 29 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (postgraduate) from the year 2021 in the subject Business economics - Customer Relationship Management, CRM, , language: English, abstract: This paper examines the effect of consumer relationship management (crm) on employee’s performance in the banking sectors, Lagos. The research addresses the major problem associated with the adoption of customer relationship management by Nigerian banks which eventually exposes banks and customers to intense competition. The study was carried out in Ojo Local Government Area of Lagos State, Nigeria and it was targeted a population of 150 employees and customers of selected banks. Survey research method was used and data from the study were drawn from both primary and secondary sources. A sample size comprising 50 employees and customers were selected using stratified sampling technique and random sampling techniques. Quantitative data from the study was analyzed through descriptive statistics.
Download or read book Relationship Marketing and Word of Mouth Communications written by Mohsen Akbari and published by . This book was released on 2019 with total page 12 pages. Available in PDF, EPUB and Kindle. Book excerpt: In competitive markets, maintaining customers and building trust and loyalty are considered important in marketing relationship. Banks have invested some ways to improve customer loyalty for developing their activities. The aim of this study was to investigate the effect of relationship marketing on word-of-mouth communication in the Melli Bank branches of Roodsar in which customer loyalty had the mediation role in their relationship. The study was an applied research adopting a descriptive method. The data were gathered using questionnaire method and the study population consisted of customers of Melli Bank in Roodsar. Following this, 460 questionnaires were distributed among customers of the Melli Bank branches using convenient sampling and finally 420 questionnaires were collected for analysis. LISREL software is employed to analyze the data. Findings revealed that the relationship marketing had significant positive impact on customer loyalty and also customer loyalty led to increasing of word-of-mouth communication.
Download or read book Patronage behaviour of Ghanaian bank customers written by Daniel Zac Bentum-Ennin and published by GRIN Verlag. This book was released on 2014-10-13 with total page 119 pages. Available in PDF, EPUB and Kindle. Book excerpt: Doctoral Thesis / Dissertation from the year 2012 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, University of Lincoln, language: English, abstract: The aim of this dissertation is to help bank executives to develop and deliver efficient quality services to satisfy the needs of existing customers as well as to attract large number of customers. It is hoped it will further enable the management of banks to stimulate and understand more fully customers since customers’ attitude can’t be controlled. It could contribute to discussion amongst the banking fraternity regarding issues surrounding customer preferences in banking services. As a researcher who is interested in working in a bank, significant benefits can be gained from knowing how the operations of a bank can be made more efficient and thus continue to attract and maintain customers.
