Customer Retention as a Result of Behavioural Intention: Relationship between Customer Orientation of Service Employee and Service Quality.
The purpose of this research is to understand the impact of Customer Orientation of Service Employee (COSE) and the quality of services provided in order to determine the customer's behavioural retention motives in the banking industry at Lampung Province. A survey was conducted among 400 customers...
| Publicado en: | Pertanika Journal of Social Sciences & Humanities Vol. 26T; pp. 243 - 253 |
|---|---|
| Autores principales: | , , , |
| Formato: | Artículo |
| Publicado: |
Universiti Putra Malaysia
2018Special Issue
|
| Materias: | |
| Acceso en línea: | Ver este registro en EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=hlh&AN=134101555&site=ehost-live header: @attributes: shortDbName: hlh uiTerm: 134101555 longDbName: Humanities International Complete uiTag: AN controlInfo: bkinfo: jinfo: jid: 01287702 TKQ jtl: Pertanika Journal of Social Sciences & Humanities issn: 01287702 maglogo: N pubinfo: dt: 2018Special Issue vid: 26T pid: 20751 pub: Universiti Putra Malaysia artinfo: ui: 134101555 ppf: 243 ppct: 10 formats: fmt: @attributes: type: P size: 1.6MB tig: atl: Customer Retention as a Result of Behavioural Intention: Relationship between Customer Orientation of Service Employee and Service Quality. aug: au: Ikhsan, Ridho Bramulya Prabowo, Hartiwi Wiharja, Chandra Kurniawan Vional affil: Management Department, BINUS Online Learning, Bina Nusantara University, Kampus Syahdan, Jakarta Barat 11480, Indonesia Computer Science Department, Language Center, Bina Nusantara University Kemanggisan/Palmerah, Jakarta Barat, 11480, Indonesia su: Customer retention Customer orientation Quality of service Employee services Banking industry sug: subj: Customer retention Customer orientation Quality of service Employee services Banking industry keyword: Banking behavioural intention customer orientation customer retention service quality ab: The purpose of this research is to understand the impact of Customer Orientation of Service Employee (COSE) and the quality of services provided in order to determine the customer's behavioural retention motives in the banking industry at Lampung Province. A survey was conducted among 400 customers of commercial banks in Lampung for two months (June - August 2016) with proportional distribution. Survey data was analysed using Structural Equation Modelling (SEM) based on Lisrel 8.71. The findings show the customer's behavior towards banking services determine whether the latter will be retained based on its quality of service and if it is customer-oriented. Overall, the findings suggest that it is important to study the intention of consumer behavior to face competition in banking industry. For further research, it is recommended to research in the areas of customer satisfaction and other relevant variables to expand the research area. pubtype: Academic Journal doctype: Article src: R language: English refInfo: copyright: @attributes: flag: Y custom: Copyright of Pertanika Journal of Social Sciences & Humanities is the property of Universiti Putra Malaysia and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. item: Pertanika Journal of Social Sciences & Humanities holder: Universiti Putra Malaysia dt: @attributes: year: 2018 holdings: @attributes: islocal: N |
|---|