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Impact Of Relationship Marketing On Customer Loyalty In The Banking Sector

Author

Listed:
  • Mukhiddin Jumaev

    (Research Scholar, Othman Yeop Graduate School of Business, University Utara Malaysia)

  • Prof. Dr. Dileep Kumar. M.

    (Othman Yeop Graduate School of Business, University Utara Malaysia)

  • Jalal R. M. Hanaysha

    (Research Scholar, Othman Yeop Graduate School of Business, University Utara Malaysia)

Abstract

The purpose of this study is to discuss the impact of customer loyalty in banking sector. The customer loyalty in banking has seen a major concern to practitioners due to severe competition and higher customer expectations. Further to that, one way to enhance customer loyalty in banking is by focusing on offering excellent services and meeting the needs of customer. Banks need to have a good understanding of their customer behaviour so that appropriate marketing strategies directed towards relationship building and customer retention can be developed. The objective of this study is to examine the causal relationships of several antecedents of customer loyalty in the context of retail banking in Northern Malaysia. Thus, it will review the marketing literature on the experience of customer loyalty ie., customer satisfaction, commitment, trust, perceived service quality and perceived value. Next, we present the research framework, methods, measures and findings and conclusion. Finally, the results were discussed in terms of its contribution to the upgrading of banking services and recommendations for future research.

Suggested Citation

  • Mukhiddin Jumaev & Prof. Dr. Dileep Kumar. M. & Jalal R. M. Hanaysha, 2012. "Impact Of Relationship Marketing On Customer Loyalty In The Banking Sector," Far East Journal of Psychology and Business, Far East Research Centre, vol. 6(4), pages 36-55, March.
    • Handle: RePEc:fej:articl:v:6c:y:2012:i:4:p:36-55
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    References listed on IDEAS

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    Cited by:

    1. Marwa Salah & Mohamed A Abou-Shouk, 2019. "The effect of customer relationship management practices on airline customer loyalty," Post-Print hal-02454932, HAL.
    2. Muhammad Ridwan Basalamah & Moeljadi Moeljadi & Sunaryo Sunaryo & Sudjatno Sudjatno, 2018. "The Effect of Service Quality And Relationship Marketing Towards Customer Loyalty for Sharia Banking (Sharia Banking Study in Makassar Indonesia)," International Review of Management and Marketing, Econjournals, vol. 8(1), pages 107-114.
    3. Le Thai Phong, 2017. "An investigation into customer loyalty in Vietnam retail banking industry," Business & Entrepreneurship Journal, SCIENPRESS Ltd, vol. 6(1), pages 1-5.
    4. Salah, Marwa & Abou-Shouk, Mohamed A., 2019. "The effect of customer relationship management practices on airline customer loyalty," MPRA Paper 98032, University Library of Munich, Germany.
    5. Fehmi Azemi & Fiqiri Baholli & Elton Guberaj, 2015. "E-Tailing in Kosovo: The Effect of Trust, Satisfaction and Service Quality in Achieving Consumer E-Loyalty," Academic Journal of Interdisciplinary Studies, Richtmann Publishing Ltd, vol. 4, December.
    6. Nadeem, Waqar & Khani, Amir H. & Schultz, Carsten D. & Adam, Nawal Abdalla & Attar, Razaz Waheeb & Hajli, Nick, 2020. "How social presence drives commitment and loyalty with online brand communities? the role of social commerce trust," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    7. Salah, Marwa & Abou-Shouk, Mohamed A., 2019. "The effect of customer relationship management practices on airline customer loyalty," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 5(2), pages 11-19.

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    More about this item

    Keywords

    Customer satisfaction; customer commitment; customer loyalty; empathy; perceived conflict handling; perceived value; trust.;
    All these keywords.

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration

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