How to cite this paper
Sugiato, B., Riyadi, S & Budiarti, E. (2023). The effects of customer relationship management, service quality and relationship marketing on customer retention: The mediation role of bank customer retention in Indonesia.Accounting, 9(2), 85-94.
Refrences
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Bramulya, R., Primiana, I., Febrian, E., & Sari, D. (2016). Impact of relationship marketing, service quality and customer orientation of service employees on customer satisfaction and behavioral intentions and its impact on customer retention. International Journal of Economics, Commerce and Management, 4(5), 151–163.
Cano, L., Castro, D., & Vicente-Ramos, W. (2021). Relationship marketing in customer loyalty of commercial galleries in times of COVID-19. Business: Theory and Practice, 22(2), 426–435.
Chen, P.-T., & Hu, H.-H. ‘Sunny.’ (2013). The mediating role of relational benefit between service quality and customer loyalty in airline industry. Total Quality Management & Business Excellence, 24(9–10), 1084–1095.
Cheraghalizadeh, R., & Dědková, J. (2022). Do service quality and social media marketing improve customer retention in hotels? Testing the mediation effect.
CHESULA, O. W. (2021). Relationship Marketing Practices, Switching Cost and Customer Satisfaction among Tier One Supermarkets in Nairobi County, Kenya. KeMU.
Darmawan, D. (2018). The effect of service quality, customer satisfaction and corporate image on customer loyalty in the banking sector in Indonesia.
Darmayasa, G., & Yasa, N. N. K. (2021). The influence of relationship marketing on customer loyalty: Customer satisfaction as a mediation variable. International Research Journal of Management, IT and Social Sciences, 8(6), 648–660.
Dewi, D., Hajadi, F., Handranata, Y., & Herlina, M. (2021). The effect of service quality and customer satisfaction toward customer loyalty in service industry. Uncertain Supply Chain Management, 9(3), 631–636.
Dwilianingsih, N. A., & Indradewa, R. (2022). The Influence of Relationship Marketing and Service Quality with Customer Satisfaction Mediation Variables on Customer Loyalty. Quantitative Economics and Management Studies, 3(4), 548–554.
Ekasari, R., Rodli, A. F., & Arif, D. (2022). the Effect of Strategic Planning on the Implementation of Independent Campus Learning. Corporate Governance and Organizational Behavior Review, 6(2 Special Issue), 300–306. https://doi.org/10.22495/cgobrv6i2sip14
Fam, K.-S., Liat Cheng, B., Cham, T.-H., Tan Chia Yi, M., & Ting, H. (2021). The role of cultural differences in customer retention: evidence from the high-contact service industry. Journal of Hospitality & Tourism Research, 10963480211014944.
Fook, A. C. W., & Dastane, O. (2021). Effectiveness of loyalty programs in customer retention: a multiple mediation analysis. Jindal Journal of Business Research, 10(1), 7–32.
Hapsari, R., Clemes, M. D., & Dean, D. (2017). The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences.
Karyose, H., Astuti, W., & Ferdiansjah, A. (2017). Customer loyalty: the effect of service quality, corporate image, customer relationship marketing and customer satisfaction as intervening variable-an empirical analysis of bank customers in Malang City. Marketing and Branding Research, 4, 336–347.
Khan, R. U., Salamzadeh, Y., Iqbal, Q., & Yang, S. (2022). The impact of customer relationship management and company reputation on customer loyalty: The mediating role of customer satisfaction. Journal of Relationship Marketing, 21(1), 1–26.
Lee, L., & Charles, V. (2021). The impact of consumers’ perceptions regarding the ethics of online retailers and promotional strategy on their repurchase intention. International Journal of Information Management, 57, 102264. https://doi.org/https://doi.org/10.1016/j.ijinfomgt.2020.102264
Lemy, D., Goh, E., & Ferry, J. (2019). Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia’s hotels. Journal of Vacation Marketing, 25(4), 462–479.
Madjid, R. (2013). Customer trust as relationship mediation between customer satisfaction and loyalty at Bank Rakyat Indonesia (BRI) Southeast Sulawesi. The International Journal of Engineering and Science, 2(5), 48–60.
Marina, S., Kartini, D., Sari, D., & Padmasasmita, S. (2016). Customer loyalty as the implications of price fairness determined by relationship marketing and service quality of airline services. South East Asia Journal of Contemporary Business, Economics and Law, 11(2), 43–51.
Moenardy, K. K., Arifin, S. Z., & Kumadji, S. (2016). The effect of service quality and relationship marketing to customer value, customer satisfaction, switching cost, and customer retention: A case study on the customers of bank NTT at East Nusa Tenggara Province. International Journal of Management and Administrative Sciences, 3(4), 48–63.
Moenardy Khalid, K., Messkah Anthon, B., & Isliko Thomas, W. (2021). The effect of service quality and relationship marketing on switching costs, customer satisfaction, and customer retention: a study on the customers of bank Perkreditan Rakyat in East Nusa Tenggara.
Mokhtar, S., & Sjahruddin, H. (2019). An examination of the relationships between customer relationship management quality, service quality, customer satisfaction and customer loyalty: The case of five star hotels. Advances in Social Sciences Research Journal, 6(2).
Muharam, H., Chaniago, H., Endraria, E., & Harun, A. Bin. (2021). E-service quality, customer trust and satisfaction: market place consumer loyalty analysis. Jurnal Minds: Manajemen Ide Dan Inspirasi, 8(2), 237–254.
Murali, S., Pugazhendhi, S., & Muralidharan, C. (2016). Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business. Journal of Retailing and Consumer Services, 30, 67–83. https://doi.org/https://doi.org/10.1016/j.jretconser.2016.01.001
Nugraha, I. M. P., Kepramareni, P., & Suardhika, I. N. (2020). The Effect of Relationship Marketing and Service Quality of Customer Satisfaction and Its Impact on Customer Loyalty in Bank BPD Bali Renon. INTERNATIONAL JOURNAL OF SUSTAINABILITY, EDUCATION, AND GLOBAL CREATIVE ECONOMIC (IJSEGCE), 3(2), 493–505.
Nugroho, M. (2020). Corporate governance and firm performance. Accounting, 7(1), 13–22. https://doi.org/10.5267/j.ac.2020.10.019
NUGROHO, M., HALIK, A., & ARIF, D. (2020). Effect of CAMELS Ratio on Indonesia Banking Share Prices. The Journal of Asian Finance, Economics and Business, 7(11), 101–106.
Osobajo, O. A., Koliousis, I., & McLaughlin, H. (2021). Making sense of maritime supply chain: a relationship marketing approach. Journal of Shipping and Trade, 6(1), 1–17.
Parawansa, D. A. S. (2018). Effect of commitment and customers’ satisfaction on the relationship between service quality and customer retention in rural banks in Makassar, Indonesia. Journal of Management Development.
Ramadani, C. P. (2020). The effect of marketing mix 7Ps, customer experience, and customer relationship marketing on customer loyalty mediated by Indomaret Customer Satisfaction in Surabaya.
Rehman, M. A., Osman, I., Aziz, K., Koh, H., & Awais, M. (2019). Get connected with your Takaful representatives: Revisiting customer loyalty through relationship marketing and service quality. Journal of Islamic Marketing.
Rizka, M., & Widji, A. (2013). Customer loyalty the effects of service quality and the mediating role of customer relationship marketing TelKom Speedy in Jember Area. Rev. Integr. Bus. Econ. Res, 2(1), 491–502.
Ruswanti, E., & Lestari, W. P. (2016). The Effect of Relationship Marketing towards Customers’ Loyalty Mediated by Relationship Quality (Case Study in Priority Bank in Niaga). DeReMa (Development Research of Management): Jurnal Manajemen, 11(2), 191–211.
Sağlam, M., & El Montaser, S. (2021). The Effect of Customer Relationship Marketing in Customer Retention and Customer Acquisition. International Journal of Commerce and Finance, 7(1), 191–201.
Salem, S. F. (2021). Do relationship marketing constructs enhance consumer retention? An empirical study within the hotel industry. SAGE Open, 11(2), 21582440211009224.
Saputra, S. (2019). The Effect of Customer Relationship Management (CRM) on Bank Customer Loyalty through Satisfaction as Mediating Variable: Evidence in Batam, Indonesia. International Symposium on Social Sciences, Education, and Humanities (ISSEH 2018), 146–151.
Sasono, I., JUBAEDI, A. D., NOVITASARI, D., WIYONO, N., RIYANTO, R., OKTABRIANTO, O., JAINURI, J., & WARUWU, H. (2021). The impact of e-service quality and satisfaction on customer loyalty: Empirical evidence from internet banking users in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 465–473.
Setiawan, R. B. (2021). An Effect of Relationship Marketing On Customer Trust and Impact on Customer Retention Bank Sumut Branch Lubuk Pakam. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(3), 5976–5986.
Sundram, D., & Kavitha, D. P. (2021). A Review On Customer Service Quality in Big Bazaar Tirupur. Int. J. of Aquatic Science, 12(3), 1867–1876.
ThakreemBanua, M. (2021). A Study on Customer Loyalty and Customer Retention in Online Shopping. Proceedings of the First International Conference on Combinatorial and Optimization, ICCAP 2021, December 7-8 2021, Chennai, India.
Torkzadeh, S., Zolfagharian, M., Yazdanparast, A., & Gremler, D. D. (2022). From customer readiness to customer retention: the mediating role of customer psychological and behavioral engagement. European Journal of Marketing, ahead-of-print.
Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Hock, R. L. T., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63, 102721.
Wilson, N. (2018). The impact of service quality and brand image toward customer loyalty in the Indonesian airlines industry. Jurnal Manajemen Indonesia, 18(3), 222–234.
Windiari, I., & Djumarno, D. (2021). The effect of service quality, customer relationship marketing, and brand image on customer loyalty and customer satisfaction as an intervening variable. Dinasti International Journal of Economics, Finance & Accounting, 1(6), 1048–1059.
Bramulya, R., Primiana, I., Febrian, E., & Sari, D. (2016). Impact of relationship marketing, service quality and customer orientation of service employees on customer satisfaction and behavioral intentions and its impact on customer retention. International Journal of Economics, Commerce and Management, 4(5), 151–163.
Cano, L., Castro, D., & Vicente-Ramos, W. (2021). Relationship marketing in customer loyalty of commercial galleries in times of COVID-19. Business: Theory and Practice, 22(2), 426–435.
Chen, P.-T., & Hu, H.-H. ‘Sunny.’ (2013). The mediating role of relational benefit between service quality and customer loyalty in airline industry. Total Quality Management & Business Excellence, 24(9–10), 1084–1095.
Cheraghalizadeh, R., & Dědková, J. (2022). Do service quality and social media marketing improve customer retention in hotels? Testing the mediation effect.
CHESULA, O. W. (2021). Relationship Marketing Practices, Switching Cost and Customer Satisfaction among Tier One Supermarkets in Nairobi County, Kenya. KeMU.
Darmawan, D. (2018). The effect of service quality, customer satisfaction and corporate image on customer loyalty in the banking sector in Indonesia.
Darmayasa, G., & Yasa, N. N. K. (2021). The influence of relationship marketing on customer loyalty: Customer satisfaction as a mediation variable. International Research Journal of Management, IT and Social Sciences, 8(6), 648–660.
Dewi, D., Hajadi, F., Handranata, Y., & Herlina, M. (2021). The effect of service quality and customer satisfaction toward customer loyalty in service industry. Uncertain Supply Chain Management, 9(3), 631–636.
Dwilianingsih, N. A., & Indradewa, R. (2022). The Influence of Relationship Marketing and Service Quality with Customer Satisfaction Mediation Variables on Customer Loyalty. Quantitative Economics and Management Studies, 3(4), 548–554.
Ekasari, R., Rodli, A. F., & Arif, D. (2022). the Effect of Strategic Planning on the Implementation of Independent Campus Learning. Corporate Governance and Organizational Behavior Review, 6(2 Special Issue), 300–306. https://doi.org/10.22495/cgobrv6i2sip14
Fam, K.-S., Liat Cheng, B., Cham, T.-H., Tan Chia Yi, M., & Ting, H. (2021). The role of cultural differences in customer retention: evidence from the high-contact service industry. Journal of Hospitality & Tourism Research, 10963480211014944.
Fook, A. C. W., & Dastane, O. (2021). Effectiveness of loyalty programs in customer retention: a multiple mediation analysis. Jindal Journal of Business Research, 10(1), 7–32.
Hapsari, R., Clemes, M. D., & Dean, D. (2017). The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences.
Karyose, H., Astuti, W., & Ferdiansjah, A. (2017). Customer loyalty: the effect of service quality, corporate image, customer relationship marketing and customer satisfaction as intervening variable-an empirical analysis of bank customers in Malang City. Marketing and Branding Research, 4, 336–347.
Khan, R. U., Salamzadeh, Y., Iqbal, Q., & Yang, S. (2022). The impact of customer relationship management and company reputation on customer loyalty: The mediating role of customer satisfaction. Journal of Relationship Marketing, 21(1), 1–26.
Lee, L., & Charles, V. (2021). The impact of consumers’ perceptions regarding the ethics of online retailers and promotional strategy on their repurchase intention. International Journal of Information Management, 57, 102264. https://doi.org/https://doi.org/10.1016/j.ijinfomgt.2020.102264
Lemy, D., Goh, E., & Ferry, J. (2019). Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia’s hotels. Journal of Vacation Marketing, 25(4), 462–479.
Madjid, R. (2013). Customer trust as relationship mediation between customer satisfaction and loyalty at Bank Rakyat Indonesia (BRI) Southeast Sulawesi. The International Journal of Engineering and Science, 2(5), 48–60.
Marina, S., Kartini, D., Sari, D., & Padmasasmita, S. (2016). Customer loyalty as the implications of price fairness determined by relationship marketing and service quality of airline services. South East Asia Journal of Contemporary Business, Economics and Law, 11(2), 43–51.
Moenardy, K. K., Arifin, S. Z., & Kumadji, S. (2016). The effect of service quality and relationship marketing to customer value, customer satisfaction, switching cost, and customer retention: A case study on the customers of bank NTT at East Nusa Tenggara Province. International Journal of Management and Administrative Sciences, 3(4), 48–63.
Moenardy Khalid, K., Messkah Anthon, B., & Isliko Thomas, W. (2021). The effect of service quality and relationship marketing on switching costs, customer satisfaction, and customer retention: a study on the customers of bank Perkreditan Rakyat in East Nusa Tenggara.
Mokhtar, S., & Sjahruddin, H. (2019). An examination of the relationships between customer relationship management quality, service quality, customer satisfaction and customer loyalty: The case of five star hotels. Advances in Social Sciences Research Journal, 6(2).
Muharam, H., Chaniago, H., Endraria, E., & Harun, A. Bin. (2021). E-service quality, customer trust and satisfaction: market place consumer loyalty analysis. Jurnal Minds: Manajemen Ide Dan Inspirasi, 8(2), 237–254.
Murali, S., Pugazhendhi, S., & Muralidharan, C. (2016). Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business. Journal of Retailing and Consumer Services, 30, 67–83. https://doi.org/https://doi.org/10.1016/j.jretconser.2016.01.001
Nugraha, I. M. P., Kepramareni, P., & Suardhika, I. N. (2020). The Effect of Relationship Marketing and Service Quality of Customer Satisfaction and Its Impact on Customer Loyalty in Bank BPD Bali Renon. INTERNATIONAL JOURNAL OF SUSTAINABILITY, EDUCATION, AND GLOBAL CREATIVE ECONOMIC (IJSEGCE), 3(2), 493–505.
Nugroho, M. (2020). Corporate governance and firm performance. Accounting, 7(1), 13–22. https://doi.org/10.5267/j.ac.2020.10.019
NUGROHO, M., HALIK, A., & ARIF, D. (2020). Effect of CAMELS Ratio on Indonesia Banking Share Prices. The Journal of Asian Finance, Economics and Business, 7(11), 101–106.
Osobajo, O. A., Koliousis, I., & McLaughlin, H. (2021). Making sense of maritime supply chain: a relationship marketing approach. Journal of Shipping and Trade, 6(1), 1–17.
Parawansa, D. A. S. (2018). Effect of commitment and customers’ satisfaction on the relationship between service quality and customer retention in rural banks in Makassar, Indonesia. Journal of Management Development.
Ramadani, C. P. (2020). The effect of marketing mix 7Ps, customer experience, and customer relationship marketing on customer loyalty mediated by Indomaret Customer Satisfaction in Surabaya.
Rehman, M. A., Osman, I., Aziz, K., Koh, H., & Awais, M. (2019). Get connected with your Takaful representatives: Revisiting customer loyalty through relationship marketing and service quality. Journal of Islamic Marketing.
Rizka, M., & Widji, A. (2013). Customer loyalty the effects of service quality and the mediating role of customer relationship marketing TelKom Speedy in Jember Area. Rev. Integr. Bus. Econ. Res, 2(1), 491–502.
Ruswanti, E., & Lestari, W. P. (2016). The Effect of Relationship Marketing towards Customers’ Loyalty Mediated by Relationship Quality (Case Study in Priority Bank in Niaga). DeReMa (Development Research of Management): Jurnal Manajemen, 11(2), 191–211.
Sağlam, M., & El Montaser, S. (2021). The Effect of Customer Relationship Marketing in Customer Retention and Customer Acquisition. International Journal of Commerce and Finance, 7(1), 191–201.
Salem, S. F. (2021). Do relationship marketing constructs enhance consumer retention? An empirical study within the hotel industry. SAGE Open, 11(2), 21582440211009224.
Saputra, S. (2019). The Effect of Customer Relationship Management (CRM) on Bank Customer Loyalty through Satisfaction as Mediating Variable: Evidence in Batam, Indonesia. International Symposium on Social Sciences, Education, and Humanities (ISSEH 2018), 146–151.
Sasono, I., JUBAEDI, A. D., NOVITASARI, D., WIYONO, N., RIYANTO, R., OKTABRIANTO, O., JAINURI, J., & WARUWU, H. (2021). The impact of e-service quality and satisfaction on customer loyalty: Empirical evidence from internet banking users in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 465–473.
Setiawan, R. B. (2021). An Effect of Relationship Marketing On Customer Trust and Impact on Customer Retention Bank Sumut Branch Lubuk Pakam. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(3), 5976–5986.
Sundram, D., & Kavitha, D. P. (2021). A Review On Customer Service Quality in Big Bazaar Tirupur. Int. J. of Aquatic Science, 12(3), 1867–1876.
ThakreemBanua, M. (2021). A Study on Customer Loyalty and Customer Retention in Online Shopping. Proceedings of the First International Conference on Combinatorial and Optimization, ICCAP 2021, December 7-8 2021, Chennai, India.
Torkzadeh, S., Zolfagharian, M., Yazdanparast, A., & Gremler, D. D. (2022). From customer readiness to customer retention: the mediating role of customer psychological and behavioral engagement. European Journal of Marketing, ahead-of-print.
Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Hock, R. L. T., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63, 102721.
Wilson, N. (2018). The impact of service quality and brand image toward customer loyalty in the Indonesian airlines industry. Jurnal Manajemen Indonesia, 18(3), 222–234.
Windiari, I., & Djumarno, D. (2021). The effect of service quality, customer relationship marketing, and brand image on customer loyalty and customer satisfaction as an intervening variable. Dinasti International Journal of Economics, Finance & Accounting, 1(6), 1048–1059.