IDEAS home Printed from https://ideas.repec.org/a/spr/joiaen/v12y2023i1d10.1186_s13731-023-00270-7.html
   My bibliography  Save this article

The effect of relationship marketing towards switching barrier, customer satisfaction, and customer trust on bank customers

Author

Listed:
  • Kadarisman Hidayat

    (University of Brawijaya)

  • Muhammad Ishlah Idrus

    (State Polytechnic of Ujung Pandang)

Abstract

Basically, relationship marketing focuses more on creating customer value through interaction with customers to get information regarding evaluation of customer needs and expectations on an ongoing basis. Interaction with customers must be conducted, because customer involvement can increase customer value, so that the company can meet their expectations and needs. Furthermore, customer satisfaction, customer trust, and customer retention can be influenced by the implementation of a relationship marketing strategy. This study aims to examine and analyze the correlation between relationship marketing variables to switching barriers, customer satisfaction, customer trust and customer retention. Regarding to the objectives and study hypotheses, structural equation technique (SEM) is considered as relevant to be used. The population in this study was BNI customers who are members of BNI Emerald in East Java Province. The sample was obtained based on the top five BNI branches. Furthermore, the sample was determined by area proportional random sampling based on branches with a total sample of 141 respondents. Based on the study results, it is concluded that the effect of Relationship Marketing on Switching Barriers, Customer Satisfaction, and Customer Trust is positively significant. As a result, relational marketing is positioned as the primary exogenous variable to be investigated in conjunction with other relevant factors, such as switching barrier variables, customer happiness, customer trust, and customer retention. Customer satisfaction has a considerable positive impact on customer trust, indicating that the better the customer satisfaction, the higher the customer trust. Customer satisfaction has a positive and considerable impact on customer retention, indicating that the better the customer satisfaction, the higher the customer retention.

Suggested Citation

  • Kadarisman Hidayat & Muhammad Ishlah Idrus, 2023. "The effect of relationship marketing towards switching barrier, customer satisfaction, and customer trust on bank customers," Journal of Innovation and Entrepreneurship, Springer, vol. 12(1), pages 1-16, December.
    • Handle: RePEc:spr:joiaen:v:12:y:2023:i:1:d:10.1186_s13731-023-00270-7
    DOI: 10.1186/s13731-023-00270-7
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1186/s13731-023-00270-7
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1186/s13731-023-00270-7?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Domitilla Magni & Andrea Sestino, 2021. "Students' learning outcomes and satisfaction. An investigation of knowledge transfer during social distancing policies," International Journal of Learning and Intellectual Capital, Inderscience Enterprises Ltd, vol. 18(4), pages 339-351.
    2. Liu, Chung-Tzer & Guo, Yi Maggie & Lee, Chia-Hui, 2011. "The effects of relationship quality and switching barriers on customer loyalty," International Journal of Information Management, Elsevier, vol. 31(1), pages 71-79.
    3. Caputo, Francesco & Magni, Domitilla & Papa, Armando & Corsi, Christian, 2021. "Knowledge hiding in socioeconomic settings: Matching organizational and environmental antecedents," Journal of Business Research, Elsevier, vol. 135(C), pages 19-27.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Zhixu Liu, 2024. "Unlocking Consumer Choices in the Digital Economy: Exploring Factors Influencing Online and Offline Purchases in the Emerging Pet Food Market," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(3), pages 10174-10199, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Lin, Tung-Ching & Huang, Shiu-Li & Hsu, Chieh-Ju, 2015. "A dual-factor model of loyalty to IT product – The case of smartphones," International Journal of Information Management, Elsevier, vol. 35(2), pages 215-228.
    2. Paul Mukucha & Divaries Cosmas Jaravaza & Forbes Makudza, 2022. "Modeling Customer Loyalty Intentions, Food Quality And Demographic Moderators In Subsistence Markets," Business Excellence and Management, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 12(3), pages 40-59, September.
    3. Hsu, Meng-Hsiang & Chang, Chun-Ming & Chuang, Li-Wen, 2015. "Understanding the determinants of online repeat purchase intention and moderating role of habit: The case of online group-buying in Taiwan," International Journal of Information Management, Elsevier, vol. 35(1), pages 45-56.
    4. Danilo Boffa & Antonio Prencipe & Armando Papa & Christian Corsi & Mario Sorrentino, 2023. "Boosting circular economy via the b-corporation roads. The effect of the entrepreneurial culture and exogenous factors on sustainability performance," International Entrepreneurship and Management Journal, Springer, vol. 19(2), pages 523-561, June.
    5. Mashaal A. M. Saif & Nazimah Hussin & Maizaitulaidawati Md Husin & Ayed Alwadain & Ayon Chakraborty, 2022. "Determinants of the Intention to Adopt Digital-Only Banks in Malaysia: The Extension of Environmental Concern," Sustainability, MDPI, vol. 14(17), pages 1-32, September.
    6. Park, Junsung & Yoo, Joon Woo & Cho, Youngju & Park, Heejun, 2023. "Examining the impact of service robot communication styles on customer intimacy following service failure," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    7. Wang, Yi-Shun & Yeh, Ching-Hsuan & Liao, Yi-Wen, 2013. "What drives purchase intention in the context of online content services? The moderating role of ethical self-efficacy for online piracy," International Journal of Information Management, Elsevier, vol. 33(1), pages 199-208.
    8. Sharma, Sujeet Kumar & Sharma, Manisha, 2019. "Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation," International Journal of Information Management, Elsevier, vol. 44(C), pages 65-75.
    9. Lee, Sang Mook & Bazel-Shoham, Ofra & Tarba, Shlomo Y. & Shoham, Amir, 2022. "The effect of economic freedom on board diversity," Journal of Business Research, Elsevier, vol. 149(C), pages 833-849.
    10. Issariya Woraphiphat & Pattama Roopsuwankun, 2023. "The impact of online design thinking-based learning on entrepreneurial intention: the case of vocational college," Journal of Innovation and Entrepreneurship, Springer, vol. 12(1), pages 1-18, December.
    11. Quang-An Ha & Phuong Nhi Nguyen Pham & Long Hoang Le, 2022. "What facilitate people to do charity? The impact of brand anthropomorphism, brand familiarity and brand trust on charity support intention," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 19(4), pages 835-859, December.
    12. Jiang, Hong & Yang, Jingxuan & Gai, Jinlong, 2023. "How digital platform capability affects the innovation performance of SMEs—Evidence from China," Technology in Society, Elsevier, vol. 72(C).
    13. Xiaojuan Rao & Hongliang Qiu & Alastair M. Morrison & Wei Wei & Xihua Zhang, 2022. "Predicting Private and Public Pro-Environmental Behaviors in Rural Tourism Contexts Using SEM and fsQCA: The Role of Destination Image and Relationship Quality," Land, MDPI, vol. 11(3), pages 1-30, March.
    14. Steins, Mark & Becker, Marc & Odekerken-Schröder, Gaby & Mathmann, Frank & Mahr, Dominik & Russell-Bennett, Rebekah, 2024. "Do we think and feel Alike? field evidence on developing a shared reality when dealing with service robots," Journal of Business Research, Elsevier, vol. 180(C).
    15. Constantin Anghelache & Mădălina-Gabriela Anghel & Ștefan Virgil Iacob & Mirela Panait & Irina Gabriela Rădulescu & Alina Gabriela Brezoi & Adrian Miron, 2022. "The Effects of Health Crisis on Economic Growth, Health and Movement of Population," Sustainability, MDPI, vol. 14(8), pages 1-22, April.
    16. Blanco-González, Alicia & Cachón-Rodríguez, Gabriel & Hernández-Perlines, Felipe & Prado-Román, Camilo, 2023. "Effects of social responsibility on legitimacy and revisit intention: The moderating role of anxiety," Journal of Business Research, Elsevier, vol. 157(C).
    17. Anita Kwartnik-Pruc & Grzegorz Ginda & Anna Trembecka, 2022. "Using the DEMATEL Method to Identify Impediments to the Process of Determining Compensation for Expropriated Properties," Land, MDPI, vol. 11(5), pages 1-21, May.
    18. Škrinjar, Rok & Trkman, Peter, 2013. "Increasing process orientation with business process management: Critical practices’," International Journal of Information Management, Elsevier, vol. 33(1), pages 48-60.
    19. Ajimon George & Prajod Sunny, 2023. "Why do people continue using mobile wallets? An empirical analysis amid COVID-19 pandemic," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(4), pages 807-821, December.
    20. Chiu, Chao-Min & Cheng, Hsiang-Lan & Huang, Hsin-Yi & Chen, Chieh-Fan, 2013. "Exploring individuals’ subjective well-being and loyalty towards social network sites from the perspective of network externalities: The Facebook case," International Journal of Information Management, Elsevier, vol. 33(3), pages 539-552.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:joiaen:v:12:y:2023:i:1:d:10.1186_s13731-023-00270-7. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.