{"id":"https://openalex.org/W1549980317","doi":null,"title":"IMPACT OF RELATIONSHIP MARKETING ON CUSTOMER LOYALTY IN THE BANKING SECTOR","display_name":"IMPACT OF RELATIONSHIP MARKETING ON CUSTOMER LOYALTY IN THE BANKING SECTOR","publication_year":2012,"publication_date":"2012-01-01","ids":{"openalex":"https://openalex.org/W1549980317","mag":"1549980317"},"language":"en","primary_location":{"id":"mag:1549980317","doi":null,"is_oa":false,"landing_page_url":"https://econpapers.repec.org/article/fejarticl/v_3a6c_3ay_3a2012_3ai_3a4_3ap_3a36-55.htm","pdf_url":null,"source":{"id":"https://openalex.org/S2764913917","display_name":"The Far East Journal of Psychology and Business","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"The Far East Journal of Psychology and Business","raw_type":null},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5067364640","display_name":"Mukhiddin Jumaev","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Mukhiddin Jumaev","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5053248390","display_name":"Dileep Kumar. M.","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Dileep Kumar. M.","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5077768730","display_name":"Jalal Rajeh Hanaysha","orcid":"https://orcid.org/0000-0002-6290-6006","observed_orcids":["https://orcid.org/0000-0002-6290-6006"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Jalal Rajeh Hanaysha","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0002-6290-6006","affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":9.9831,"has_fulltext":false,"cited_by_count":41,"citation_normalized_percentile":{"value":0.9726227,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":null,"issue":"4","first_page":"36","last_page":"55"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/relationship-marketing","display_name":"relationship marketing","score":0.9990000128746033},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/banking","display_name":"banking sector","score":0.8029999732971191},{"id":"https://openalex.org/keywords/retail-banking","display_name":"retail banking","score":0.984000027179718},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9879999756813049},{"id":"https://openalex.org/keywords/customer-commitment","display_name":"customer commitment","score":0.9620000123977661},{"id":"https://openalex.org/keywords/consumer-trust","display_name":"consumer trust","score":0.8610000014305115},{"id":"https://openalex.org/keywords/perceived-service-quality","display_name":"perceived service quality","score":0.984000027179718},{"id":"https://openalex.org/keywords/perceived-value","display_name":"perceived value","score":0.9940000176429749},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.8920000195503235},{"id":"https://openalex.org/keywords/northern-malaysia","display_name":"northern Malaysia","score":0.6169999837875366}],"concepts":[{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.7856912612915039},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7694436311721802},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7678326964378357},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.763643741607666},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.7266874313354492},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.721840500831604},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6127200126647949},{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.5873549580574036},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.5853756666183472},{"id":"https://openalex.org/C54649085","wikidata":"https://www.wikidata.org/wiki/Q574424","display_name":"Relationship marketing","level":3,"score":0.5760990381240845},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.521434485912323},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5214138031005859},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.48919677734375},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.43957701325416565},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.29120898246765137},{"id":"https://openalex.org/C192975520","wikidata":"https://www.wikidata.org/wiki/Q1143466","display_name":"Marketing management","level":2,"score":0.19508755207061768},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"mag:1549980317","doi":null,"is_oa":false,"landing_page_url":"https://econpapers.repec.org/article/fejarticl/v_3a6c_3ay_3a2012_3ai_3a4_3ap_3a36-55.htm","pdf_url":null,"source":{"id":"https://openalex.org/S2764913917","display_name":"The Far East Journal of Psychology and Business","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"The Far East Journal of Psychology and Business","raw_type":null},{"id":"pmh:oai:RePEc:fej:articl:v:6c:y:2012:i:4:p:36-55","doi":null,"is_oa":false,"landing_page_url":"http://www.fareastjournals.com/archive_detail.aspx?jid=18&aid=19","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":74,"referenced_works":["https://openalex.org/W8706888","https://openalex.org/W121806351","https://openalex.org/W607032178","https://openalex.org/W970786996","https://openalex.org/W1526989091","https://openalex.org/W1554211099","https://openalex.org/W1574655732","https://openalex.org/W1917304459","https://openalex.org/W1965574139","https://openalex.org/W1965643150","https://openalex.org/W1973687016","https://openalex.org/W1974783485","https://openalex.org/W1975733460","https://openalex.org/W1975980702","https://openalex.org/W1976481829","https://openalex.org/W1990081965","https://openalex.org/W1991041124","https://openalex.org/W1991484504","https://openalex.org/W1991670833","https://openalex.org/W1997818371","https://openalex.org/W1999440225","https://openalex.org/W2001623341","https://openalex.org/W2003825788","https://openalex.org/W2013555852","https://openalex.org/W2017679397","https://openalex.org/W2018255452","https://openalex.org/W2020976086","https://openalex.org/W2022720617","https://openalex.org/W2028184439","https://openalex.org/W2036389121","https://openalex.org/W2037066499","https://openalex.org/W2043947871","https://openalex.org/W2046752514","https://openalex.org/W2047361420","https://openalex.org/W2053583812","https://openalex.org/W2058071382","https://openalex.org/W2060353819","https://openalex.org/W2060855982","https://openalex.org/W2061298379","https://openalex.org/W2061569435","https://openalex.org/W2061609477","https://openalex.org/W2061829909","https://openalex.org/W2068092663","https://openalex.org/W2068166759","https://openalex.org/W2070951272","https://openalex.org/W2077040059","https://openalex.org/W2079337383","https://openalex.org/W2080797836","https://openalex.org/W2084066571","https://openalex.org/W2084428916","https://openalex.org/W2085086200","https://openalex.org/W2089314759","https://openalex.org/W2090014697","https://openalex.org/W2101369668","https://openalex.org/W2102467277","https://openalex.org/W2108491185","https://openalex.org/W2115612291","https://openalex.org/W2124815418","https://openalex.org/W2134484296","https://openalex.org/W2137247419","https://openalex.org/W2138411682","https://openalex.org/W2142038641","https://openalex.org/W2156948047","https://openalex.org/W2158517811","https://openalex.org/W2159105921","https://openalex.org/W2162263972","https://openalex.org/W2169352468","https://openalex.org/W2333954233","https://openalex.org/W2767518239","https://openalex.org/W2891417911","https://openalex.org/W3121859861","https://openalex.org/W3171191711","https://openalex.org/W4236638568","https://openalex.org/W4252085983"],"related_works":["https://openalex.org/W1779717264","https://openalex.org/W3083287281","https://openalex.org/W1604735012","https://openalex.org/W7125790961","https://openalex.org/W7094386672","https://openalex.org/W2397168223","https://openalex.org/W2912843986","https://openalex.org/W2298658808","https://openalex.org/W4200082993","https://openalex.org/W7220755589"],"abstract_inverted_index":{"The":[0,16,86],"purpose":[1],"of":[2,10,58,67,88,97,100,106,122,155,161],"this":[3,89],"study":[4,90],"is":[5,47,91],"to":[6,26,29,37,41,62,92,158],"discuss":[7],"the":[8,56,94,104,116,120,139,149,159],"impact":[9],"customer":[11,17,34,43,69,81,101,123,126],"loyalty":[12,18,44,102,124],"in":[13,19,45,103,109,153],"banking":[14,20,46,108,162],"sector.":[15],"has":[21],"seen":[22],"a":[23,64],"major":[24],"concern":[25],"practitioners":[27],"due":[28],"severe":[30],"competition":[31],"and":[32,54,80,133,144,146,164],"higher":[33],"expectations.":[35],"Further":[36],"that,":[38],"one":[39],"way":[40],"enhance":[42],"by":[48],"focusing":[49],"on":[50,119],"offering":[51],"excellent":[52],"services":[53,163],"meeting":[55],"needs":[57],"customer.":[59],"Banks":[60],"need":[61],"have":[63],"good":[65],"understanding":[66],"their":[68],"behaviour":[70],"so":[71],"that":[72],"appropriate":[73],"marketing":[74,117],"strategies":[75],"directed":[76],"towards":[77],"relationship":[78],"building":[79],"retention":[82],"can":[83],"be":[84],"developed.":[85],"objective":[87],"examine":[93],"causal":[95],"relationships":[96],"several":[98],"antecedents":[99],"context":[105],"retail":[107],"Northern":[110],"Malaysia.":[111],"Thus,":[112],"it":[113],"will":[114],"review":[115],"literature":[118],"experience":[121],"ie.,":[125],"satisfaction,":[127],"commitment,":[128],"trust,":[129],"perceived":[130,134],"service":[131],"quality":[132],"value.":[135],"Next,":[136],"we":[137],"present":[138],"research":[140],"framework,":[141],"methods,":[142],"measures":[143],"findings":[145],"conclusion.":[147],"Finally,":[148],"results":[150],"were":[151],"discussed":[152],"terms":[154],"its":[156],"contribution":[157],"upgrading":[160],"recommendations":[165],"for":[166],"future":[167],"research.":[168]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":7},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":5},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":6},{"year":2014,"cited_by_count":4},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}
