The link between relational benefit to relationship quality in priority banking services in Indonesia
Relational benefit has an important role in improving relationship quality in a consumer services company, particularly in credence service. However, there are only a few research on the link between relational benefit and relationship quality, especially in credence service like priority banking se...
| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
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KnE Social Sciences
2019
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| Subjects: | |
| Online Access: | http://umpir.ump.edu.my/id/eprint/25867/1/The%20link%20between%20relational%20benefit%20to%20relationship%20quality.pdf |
| _version_ | 1796993550243594240 |
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| author | Syafrizal, . Nabsiah, Abdul Wahid Ishak, Ismail |
| author_facet | Syafrizal, . Nabsiah, Abdul Wahid Ishak, Ismail |
| author_sort | Syafrizal, . |
| collection | UMP |
| description | Relational benefit has an important role in improving relationship quality in a consumer services company, particularly in credence service. However, there are only a few research on the link between relational benefit and relationship quality, especially in credence service like priority banking services. The objective of this study is to fulfill this gap by investigating the links of relational benefit on satisfaction and trust. A survey questionnaire was run to 338 priority banking customers in Jakarta. This study found that functional benefit has a significant influence on relationship satisfaction and trust, while social benefit also has a significant influence on satisfaction and trust. The findings imply that service providers like bankers need to consider the functional benefit and social benefit as it directly affects their customer’s relationship satisfaction and trust. The result of this research is crucial when the intended customer is an important segment like the priority customers who have large deposits and investment products in the banks. |
| first_indexed | 2024-03-06T12:35:34Z |
| format | Conference or Workshop Item |
| id | UMPir25867 |
| institution | Universiti Malaysia Pahang |
| language | English |
| last_indexed | 2024-03-06T12:35:34Z |
| publishDate | 2019 |
| publisher | KnE Social Sciences |
| record_format | dspace |
| spelling | UMPir258672019-11-19T08:01:44Z http://umpir.ump.edu.my/id/eprint/25867/ The link between relational benefit to relationship quality in priority banking services in Indonesia Syafrizal, . Nabsiah, Abdul Wahid Ishak, Ismail HD28 Management. Industrial Management HG Finance HJ Public Finance Relational benefit has an important role in improving relationship quality in a consumer services company, particularly in credence service. However, there are only a few research on the link between relational benefit and relationship quality, especially in credence service like priority banking services. The objective of this study is to fulfill this gap by investigating the links of relational benefit on satisfaction and trust. A survey questionnaire was run to 338 priority banking customers in Jakarta. This study found that functional benefit has a significant influence on relationship satisfaction and trust, while social benefit also has a significant influence on satisfaction and trust. The findings imply that service providers like bankers need to consider the functional benefit and social benefit as it directly affects their customer’s relationship satisfaction and trust. The result of this research is crucial when the intended customer is an important segment like the priority customers who have large deposits and investment products in the banks. KnE Social Sciences 2019-08-18 Conference or Workshop Item PeerReviewed pdf en cc_by_4 http://umpir.ump.edu.my/id/eprint/25867/1/The%20link%20between%20relational%20benefit%20to%20relationship%20quality.pdf Syafrizal, . and Nabsiah, Abdul Wahid and Ishak, Ismail (2019) The link between relational benefit to relationship quality in priority banking services in Indonesia. In: KnE Social Sciences: FGIC 2nd Conference on Governance and Integrity 2019 , 19-20 August 2019 , Yayasan Pahang, Kuantan, Pahang, Malaysia. pp. 40-53., 2019. ISSN 2518-668X https://doi.org/10.18502/kss.v3i22.5043 |
| spellingShingle | HD28 Management. Industrial Management HG Finance HJ Public Finance Syafrizal, . Nabsiah, Abdul Wahid Ishak, Ismail The link between relational benefit to relationship quality in priority banking services in Indonesia |
| title | The link between relational benefit to relationship quality in priority banking services in Indonesia |
| title_full | The link between relational benefit to relationship quality in priority banking services in Indonesia |
| title_fullStr | The link between relational benefit to relationship quality in priority banking services in Indonesia |
| title_full_unstemmed | The link between relational benefit to relationship quality in priority banking services in Indonesia |
| title_short | The link between relational benefit to relationship quality in priority banking services in Indonesia |
| title_sort | link between relational benefit to relationship quality in priority banking services in indonesia |
| topic | HD28 Management. Industrial Management HG Finance HJ Public Finance |
| url | http://umpir.ump.edu.my/id/eprint/25867/1/The%20link%20between%20relational%20benefit%20to%20relationship%20quality.pdf |
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