Customer value is reviewed in terms of customer relationship learning and customer engagement: Evidence from banking industry
نویسندگان
چکیده
منابع مشابه
The Path of Effects from Customer Value and Satisfaction to Customer Lifetime Value – Evidence from Banking Industry in Taiwan
The purpose of this study is to test s structural equation model which aims to explore the extent to which customer lifetime value (CLV) is impacted by customer perceptions of value, satisfaction, and loyalty. A series of examinations revealed that (1) customer value (CV) impacts customer satisfaction and loyalty directly and positively; (2) customer satisfaction is directly and positively rela...
متن کاملSupplier-customer relationship management and customer loyalty: The banking industry perspective
Purpose The purpose of this paper is to examine the impact of the relationship marketing underpinnings, namely: commitment; competence; communication and conflict handling on the one hand and customer loyalty on the other, as well as the mediation effects of trust and relationship quality. Design/methodology/approach Bank customers in Kota Kinabalu, Malaysia were surveyed using a questionnaire....
متن کاملHow Cause Related Marketing Influence Customer Value in Banking Industry?
This study elucidates how cause related marketing, service quality and perceived risk are related, and explores the influence of service quality and perceived risk on customer value. Service quality found to be affected positively by cause related marketing, whereas cause related marketing negatively influences perceived risks. Finally, exactly how customer value is affected by the service qual...
متن کاملLearning in a Disruptive Customer Engagement Platform: An Empirical Analysis in the Banking Industry
The shift in enterprise applications to disruptive mobile platforms calls for research to better understand the mechanisms and factors behind success in these new platforms. In this paper, we empirically study the learning dynamics of sales officers and factors associated with business value, measured as accountopening efficiency in a tablet-based banking application at a large private bank in ...
متن کاملFACTORS THAT DETERMINE CUSTOMER SATISFACTION LEVEL IN BANKING INSTITUTIONS: Evidence from Ghanaian Banking Industry
In the financial world, Investors always want to put their funds into investments that yields maximum returns. Thus, they seek avenues where there exist effective and efficient management of resources including customers as this serves as indication for promise of future returns. This has created a source of concern for the researchers and thus, this study seeks to evaluate factors that determi...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Accounting
سال: 2021
ISSN: 2369-7393,2369-7407
DOI: 10.5267/j.ac.2020.10.010