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Impact of marketing activities on relationship quality in the Malaysian banking sector

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  • Al-alak, Basheer A.

Abstract

The current study investigates the impact of marketing activities on relationship quality in the Malaysian banking sector. Analysis of survey results show that greater client and employees' relational orientation yields higher relationship quality and results in better relationship continuity. Results also show that committed client relationships lead to client satisfaction, loyalty, positive word of mouth and promotion However, mutual disclosure was found to have no significant relationship with relationship quality.This may indicate that bank customers in Malaysia do not feel that having close relationships with the bank will have any positive impact on relationship quality. This particular finding may serve as a warning signal to practitioners and scholars alike that thorough research must be carried out on the use of relationship marketing prior to implementation.

Suggested Citation

  • Al-alak, Basheer A., 2014. "Impact of marketing activities on relationship quality in the Malaysian banking sector," Journal of Retailing and Consumer Services, Elsevier, vol. 21(3), pages 347-356.
    • Handle: RePEc:eee:joreco:v:21:y:2014:i:3:p:347-356
    DOI: 10.1016/j.jretconser.2013.07.001
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    1. Farooq, Muhammad Shoaib & Salam, Maimoona & Fayolle, Alain & Jaafar, Norizan & Ayupp, Kartinah, 2018. "Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 169-180.
    2. Itani, Omar S. & Jaramillo, Fernando & Paesbrugghe, Bert, 2020. "Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    3. Muhammad Sohaib, 2022. "An Investigation of Repurchase Intentions in the Banking Industry: What Reason Do They Return?," SAGE Open, , vol. 12(1), pages 21582440211, January.
    4. Mokgadi Cleopatra Taoana & Emmanuel Silva Quaye & Russell Abratt, 2022. "Antecedents of brand loyalty in South African retail banking," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(2), pages 65-80, June.
    5. Xiaoli Zhou & Chengcai Tang & Xingyang Lv & Bo Xing, 2020. "Visitor Engagement, Relationship Quality, and Environmentally Responsible Behavior," IJERPH, MDPI, vol. 17(4), pages 1-17, February.
    6. Chaouali, Walid & Souiden, Nizar & Ladhari, Riadh, 2017. "Explaining adoption of mobile banking with the theory of trying, general self-confidence, and cynicism," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 57-67.
    7. Radia, Karan Nilesh & Purohit, Sonal & Desai, Shachi & Nenavani, Jitendra, 2022. "Psychological comfort in service relationships: A mixed-method approach," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    8. Nestor Shpak & Ihor Kulyniak & Maryana Gvozd & Yuliya Malynovska & Włodzimierz Sroka, 2020. "Estimation of the Marketing Activity of Banking Structures," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 68(1), pages 229-242.
    9. Haq, Mahin & Moazzam, Muhammad & Khan, Abdul Salam & Ahmed, Waqas, 2023. "The impact of reverse logistics process coordination on third party relationship quality: A moderated mediation model for multichannel retailers in the fashion industry," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    10. Asyari & Mohammad Enamul Hoque & M. Kabir Hassan & Perengki Susanto & Taslima Jannat & Abdullah Al Mamun, 2022. "Millennial Generation’s Islamic Banking Behavioral Intention: The Moderating Role of Profit-Loss Sharing, Perceived Financial Risk, Knowledge of Riba, and Marketing Relationship," JRFM, MDPI, vol. 15(12), pages 1-22, December.
    11. Hani, Umme & Akter, Shahriar & Wickramasinghe, Ananda & Kattiyapornpong, Uraiporn, 2021. "How does relationship quality sustain the rich world’s poorest businesses?," Journal of Business Research, Elsevier, vol. 133(C), pages 297-308.
    12. Arditto, Luis & Cambra-Fierro, Jesús J. & Fuentes-Blasco, María & Jaraba, Ana Olavarría & Vázquez-Carrasco, Rosario, 2020. "“How does customer perception of salespeople influence the relationship? A study in an emerging economyâ€," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    13. Fernandes, Teresa & Pinto, Teresa, 2019. "Relationship quality determinants and outcomes in retail banking services: The role of customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 30-41.
    14. Csikósová, Adriana & Čulková, Katarína & Janošková, Mária, 2016. "Evaluation of quantitative indicators of marketing activities in the banking sector," Journal of Business Research, Elsevier, vol. 69(11), pages 5028-5033.

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