Customer value is reviewed in terms of customer relationship learning and customer engagement: Evidence from banking industry
| Autor: | Panjaitan, Feliks Anggia B.K., Panjaitan, Hotman |
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| Jazyk: | angličtina |
| Rok vydání: | 2021 |
| Předmět: | |
| Zdroj: | Accounting, Pp 89-94 (2021) |
| Druh dokumentu: | article |
| ISSN: | 2369-7393 2369-7407 |
| DOI: | 10.5267/j.ac.2020.10.010 |
| Popis: | This study is to examine the effects of service quality, customer relationship learning, product quality, and customer engagement on increasing customer value. The researchers propose a model, and plan to show the concept of customer engagement variables as intervening variables. The study population includes the customers of Bank Jatim and uses the SEM analysis and the purposive sampling method for 384 respondents. The proposed model shows customer engagement acts as a good intervening variable. Customer value increases, as customer engagement increases. Finally, customer relationship learning determines the value of the existence of customer engagement in bank service customers. |
| Databáze: | Directory of Open Access Journals |
| Externí odkaz: |
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