Purpose: The purpose of this paper is to show the dynamics of relationship marketing in e-banking by examining the association between relationship quality and online customer loyalty at different stages of the relationship lifecycle. Design/methodology/approach: A sample of 651 customers of Iranian banks in East Azerbaijan Province who had used online banking services was selected for the study after completing a questionnaire. The research hypotheses were tested using structural equation modeling and the AMOS23 software. Findings: The results showed that the level of the customer relationship determines the effect of relationship quality on customer loyalty in e-banking. Specifically, the effect of online commitment on customer loyalty decreases over time. In addition, as the relationship develops between the customer and the business, the influence of online trust on loyalty increases. Originality/value: The main contribution of this paper is it enriches the relationship marketing literature with respect to the dynamics of relationships by challenging the effectiveness of relationship marketing, especially the use of the same relational constructs (online satisfaction, trust, and commitment) for customers at different stages of the relationship lifecycle.

/pdf/dynamics-of-online-relationship-marketing-relationship-4pi21ht08v.pdf

Dynamics of Online Relationship Marketing: Relationship Quality and Customer Loyalty in Iranian banks

This study aims to identify dimensions that determine the customer satisfaction in Islamic banking services. It involved 224 customers using Islamic banking services was conducted at Institusi Pengajian Tinggi Awam (IPTA) in Perlis involving two institutions, namely Universiti Malaysia Perlis (UNIMAP) and Universiti Teknologi Mara (UITM) Perlis. The data were analyzed using Statistical Packages for Social Science (SPSS) by applying a descriptive analysis and inferential analysis (Independent T-test, One Way Analysis Of Variance (ANOVA) and Correlation Pearson) was used to answer research questions and objectives. Findings showed there are some difference relationships in term of position in university and level of education in the demographic characteristics analysis towards customer satisfaction. Most of the dimension related customer satisfaction in Islamic banking services is being positively correlated with each other (commitment, product knowledge, competence, service encounter). The results reported in this research are useful to academician by providing new empirical evidence of relationship marketing with customer satisfaction in the Islamic banking industry. The results should be able to recommend some suggestion to bank managers on how can improve Islamic banks‟ services to customer.

/pdf/the-relationship-marketing-as-a-determinant-of-customer-5fo2kb7fu9.pdf

The relationship marketing as a determinant of customer satisfaction in islamic banking services management

The aim of this study was to evaluate the effect of relational marketing tactics on customer loyalty of e-banking services from the perspective of bank Tejarat customers. A total of 384 customers of electronic services of Tejarat bank branches in Tehran were selected as sample. The main instrument used in this study was a questionnaire for the purpose Ndubisi and Wah marketing standard questionnaire (2005) with reliability 0.95 and loyalty questionnaire Koksal and Doma (2014) with a reliability of 0.82 was used. Finally, the raw data obtained are analyzed using SPSS statistical software was used. The results showed that the correlation for each of the variables of trust, communication, conflict management and competence in order of 0.317, 0.370, 0.637 and 0.562, which suggests that customers of e-service of Tejarat bank branches in Tehran, conflict management and competence variables than others had the strongest relationship with loyalty and trust and communication variables has poorer relationships with their loyalty. Finally, according to the results of the descriptive statistics of the variables showed that Tejarat bank branches in Tehran in terms of relationship marketing are already in a relatively good position to take over. DOI: 10.5901/mjss.2016.v7n2s2p133

/pdf/investigating-the-effect-of-relational-marketing-tactics-on-e97qgbgwqt.pdf

Investigating the Effect of Relational Marketing Tactics on Customer’s Loyalty of e-Banking Services in Terms of Customer of Bank Tejarat

The airline industry is considered as a promising sector in Indonesia. Due to the increase of economic and national income, the number of passengers is increasing year by year. AirAsia Indonesia is one of the well-known low-cost carriers in Indonesia who has won many prestigious awards. However, the number of low-cost carriers is also increasing, face a higher level of competition in the airline industry makes the management realized that they need a strategy to enhance their customers’ purchase behavior. This study reports the impact of customer loyalty on purchase behavior at AirAsia Indonesia. The questionnaire was completed by 132 respondents who have ever fly with AirAsia Indonesia. Single linear regression was used to test the impact of customer loyalty with two dimensions, which are attitudinal loyalty and behavioral loyalty. The results show that customer loyalty has a strong impact towards customers’ purchase behavior with the score of 83.8%. This study also provides the company with several suggestions to gain better customers’ purchase behavior.

The Impact of Customer Loyalty Towards Purchase Behavior: A Case Study of Airasia Indonesia

This research explores the impact of relationship marketing on customer loyalty in banking context. A survey of students of Universiti Utara Malaysia (UUM) and employees of Permintex Industries Sdn. Bhd was conducted to determine the significance and influence of the underpinnings of the relationship marketing such as trust, commitment, conflict handling, values and empathy on customers' loyalty in the banking sector. A total of 138 usable questionnaires were obtained from a total of 150 questionnaires distributed. The findings shows that the four (4) variables namely trust,
conflict handling, values and empathy were important in determining and influencing customers' loyalty. Since the results of the research showed that customers' loyalty is
related to trust, conflict handling, values and empathy factors, therefore banks need to consider these factors and provide the right tenant mixes, services, and other facilities that are essentials for attracting customers.

The Impact of Relationship Marketing on Customer Loyalty in the Banking Sector

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The Impact of Relationship Marketing on Customer Loyalty in the Banking Sector