Mas'ud, Riduan and Yusup, Muhammad (2021) Effects of customer relationship marketing, service quality, and product excellence on customer value and its effects on satisfaction and loyalty of PT. Bank Syariah Mandiri customers. International Journal of Islamic and Social Sciences, 1 (3). pp. 89-102. ISSN 2798-4559

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Abstract

This research aims to determine the effects of customer relationship marketing, service quality, and product excellence on customer value, and its effects on the satisfaction and loyalty of PT. Bank Syariah Mandiri customers in West Nusa Tenggara (NTB). The research method used survey method involving 250 people as the samples taken in sensus manner. The data collection used questionnaire and the data analysis used Structural Equation Modelling (SEM). Results of the research indicate that each factor and construct affect recursively, namely customer relationship marketing, service quality, and product excellence affecting on the customer value; the customer value affects on the customer satisfaction, and the customer satisfaction affects on the customer loyalty.

Item Type:	Article
Uncontrolled Keywords:	Customer Relationship; Service Quality, Product Excellence; Customer Value; Customer Satisfaction; Customer Loyalty and Structural Equation Modelling (SEM)
Subjects:	14 ECONOMICS > 1402 Applied Economics > 140207 Financial Economics 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1502 Banking, Finance and Investment > 150203 Financial Institutions (incl. Banking) 20 LANGUAGE, COMMUNICATION AND CULTURE > 2001 Communication and Media Studies > 200101 Communication Studies 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing
Divisions:	Fakultas Ekonomi dan Bisnis Islam > Jurusan Perbankan Syariah
Depositing User:	Muhamad Yusup
Date Deposited:	13 Jul 2022 09:37
Last Modified:	31 Jul 2022 03:44
URI:	http://repository.uinmataram.ac.id/id/eprint/1439

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