The purpose of this study was to examine the theoretical basis in an effort to build the competitiveness of the banking services industry, particularly in terms of customer satisfaction and loyalty. This type of resea...The purpose of this study was to examine the theoretical basis in an effort to build the competitiveness of the banking services industry, particularly in terms of customer satisfaction and loyalty. This type of research uses explanatory research. The sampling method used a non-probability sampling, used purposive sampling technique that has become a customer for two years, used questionnaires to 100 respondents in Bandung bank customers. Measurement validity uses confirmatory factor analysis, while test reliability is calculated by Cronbach Alpha method. Analysis to test the hypothesis uses the path analysis. The findings illustrate a clear pattern of the dimensions of customer relationship marketing, satisfaction effect built, and several important findings including empirical verification mediating role overall customer satisfaction in the formation of loyalty attributes.展开更多
This paper introduces the main content of the national standard of quality management in China---the GB/T 19580 Criteria for Performance excellence.The scope,purpose,the difference from ISO 9001 and evaluation require...This paper introduces the main content of the national standard of quality management in China---the GB/T 19580 Criteria for Performance excellence.The scope,purpose,the difference from ISO 9001 and evaluation requirements are described.展开更多
Along with much attention increasingly to the customer share, the lifetime value of the customer and the customer loyalty become more and more important as the key factors for the perpetual development of business ent...Along with much attention increasingly to the customer share, the lifetime value of the customer and the customer loyalty become more and more important as the key factors for the perpetual development of business enterprises. This paper did a certain analysis on the comparative advantage of the customer share, and probed into the different strategy choice of business enterprises on each development stage, hoping to supply some suggestions on certain degree as reference value.展开更多
文摘The purpose of this study was to examine the theoretical basis in an effort to build the competitiveness of the banking services industry, particularly in terms of customer satisfaction and loyalty. This type of research uses explanatory research. The sampling method used a non-probability sampling, used purposive sampling technique that has become a customer for two years, used questionnaires to 100 respondents in Bandung bank customers. Measurement validity uses confirmatory factor analysis, while test reliability is calculated by Cronbach Alpha method. Analysis to test the hypothesis uses the path analysis. The findings illustrate a clear pattern of the dimensions of customer relationship marketing, satisfaction effect built, and several important findings including empirical verification mediating role overall customer satisfaction in the formation of loyalty attributes.
文摘This paper introduces the main content of the national standard of quality management in China---the GB/T 19580 Criteria for Performance excellence.The scope,purpose,the difference from ISO 9001 and evaluation requirements are described.
文摘Along with much attention increasingly to the customer share, the lifetime value of the customer and the customer loyalty become more and more important as the key factors for the perpetual development of business enterprises. This paper did a certain analysis on the comparative advantage of the customer share, and probed into the different strategy choice of business enterprises on each development stage, hoping to supply some suggestions on certain degree as reference value.
