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Product Advantage, Customer Relationship Marketing, and Service Quality on Customer Satisfaction of Bank Syariah Mandiri in Surabaya

Author

Listed:
  • Hotman Panjaitan

    (Faculty of Economics, University of 17 August 1945 Surabaya, Indonesia,)

  • Djunaedi Djunaedi

    (Faculty of Economics, Kadiri University, Kediri, Indonesia)

Abstract

This paper discusses the causal relationship between product advantages, customer relationship marketing, service quality, and customer satisfaction of Bank Syariah Mandiri in Surabaya. The population in this study is a customer savings Bank Syariah Mandiri, which is in 3 branches offices and 15 sub-branches in Surabaya. From the test results in the model in this study, with Generalized Least Square Estimation, structural equation model analysis, convenience sampling method and Amos 22 software aid, on 300 respondents. The results showed that the product advantage affects on customer satisfaction. Customer relationship marketing affects on service quality. Customer relationship marketing affects customer satisfaction. service quality affects customer satisfaction. Research shows customer relationship marketing dominant influence on consumer satisfaction. Suggested for bank management should pay attention to the product owned considering the role of product superiority to customer satisfaction.

Suggested Citation

  • Hotman Panjaitan & Djunaedi Djunaedi, 2017. "Product Advantage, Customer Relationship Marketing, and Service Quality on Customer Satisfaction of Bank Syariah Mandiri in Surabaya," International Review of Management and Marketing, Econjournals, vol. 7(4), pages 122-130.
    • Handle: RePEc:eco:journ3:2017-04-17
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    References listed on IDEAS

    as
    1. Slater, Stanley F. & Narver, John C., 2000. "The Positive Effect of a Market Orientation on Business Profitability: A Balanced Replication," Journal of Business Research, Elsevier, vol. 48(1), pages 69-73, April.
    2. Mohammed Wamique Hisam & Shouvik Sanyal & Moinuddin Ahmad, 2016. "The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in India," International Review of Management and Marketing, Econjournals, vol. 6(4), pages 851-856.
    3. Mohammed Wamique Hisam & Shouvik Sanyal & Moinuddin Ahmad, 2016. "The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in India," International Review of Management and Marketing, Econjournals, vol. 6(4), pages 851-856.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    product advantage; customer relationship marketing; service quality; customer satisfaction;
    All these keywords.

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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