The unprecedented growth of competition in the banking technology has raised the importance of retaining current customers and acquires new customers so that is important analyzing Customer behavior, which is base on bank databases. Analyzing bank databases for analyzing customer behavior is difficult since bank databases are multi-dimensional, comprised of monthly account records and daily t...

In any business to customer (B2C) or business to business (B2B) type of environment, a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customer’s mind. As such, this predicament has provided as a challenge task to most business conglomerate...

the increasing growth and development of communications technology has created a major change indifferent aspects of human life and organizational performance. new technologies have changed function and attitudes of individuals and organizations and have become an important aspect in creating new jobs and innovation in organizations. development of new phenomena such as electronic business, ele...

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furth...

This research attempts to examine how customer relationship management and experience influence satisfaction in Lampung Province retail complexes. Data was taken using non-random sampling method with purposive technique used meet the number of samples as many 135 respondents. Validity, reliability, construct variance extraction were evaluate quality data. Prior data analysis, Liliefors normal r...

A blind box economy has emerged in 2019, reflecting new consumption psy-chology among the young Z generation. Based on previous studies Customer Perceived Value (CPV), customer satisfaction, and loyalty, this study analyzes 12 characteristics, 5 CPV, loyalty via questionnaires interviews. Better-Worse Coeffi-cient analysis, characteristic, Kano attribute classification of CPV are used to determ...

This research was conducted on Martabak Hokky SME customers in Tondano city, with the aim of knowing how level influence Customer Bonding to Loyalty, and Satisfaction especially SMEs we studied, addition that, this will also look at joint Loyalty from studied. Quantitative method multiple regression analysis is that choice be used study, by taking a sample 1 10 people. The findings test obtaine...

We developed a model of consumer-to-consumer (C2C) e-commerce trust and tested it. We expected that two influences: internal (natural propensity to trust [NPT] and perception of web site quality [PWSQ]) and external (other’s trust of buyers/sellers [OTBS] and third party recognition [TPR]) would affect an individual’s trust in C2C e-commerce. However contrary to studies of other types of e-comm...

Purpose – Processes in customer relationship management (CRM) are classified as knowledge-intensive processes. This paper seeks to provide a framework for knowledge management (KM) support of CRM processes and to show how this framework was applied in three action research cases. Design/methodology/approach – In a long-term cooperation with several leading companies the authors developed a fram...