Understanding Predictors That Influences Relationship Marketing in Unit Trust Industry
DOI:
https://doi.org/10.14738/abr.96.10354Keywords:
Relationship Marketing, Unit Trust, customer, personal connection, satisfaction, retentionAbstract
Relationship marketing has been recognised as an excellent way to build an exclusive long-term relationship with their clients in today's dynamic global marketplace. Personal connection is becoming increasingly important to a growing number of businesses. A unit trust is an unincorporated common store structure that enables assets to hold resources and give benefits that go directly to singular unit proprietors as opposed to reinvesting them once again into the reserve.The aim of this research is to emphasise the significance of personal connection and unit trust in the service industry. This research was conducted using a questionnaire that was distributed to 200 customers of unit trust agents in Penang. It can be concluded that relationship marketing is essentially corresponded with personal connection and consumer loyalty as well as client retention.
References
Thuraeu, TH & Hansen U. (2013). Gaining competitive advantage, through customer satisfaction and customer retention. Retrieved from http://books.google.com
Peck, H., Payne, A., Christopher, M & Clark M. (2018). Relationship Marketing strategy and implementation.Retrieved from http://books.google.com
Alrubaiee, L &Nazer, N.A. (2010). Investigate the impact of Relationship Marketing Orientation on Customer Loyalty; The Customer’s Perspective Journal of Marketing Studies, Vol.2, No.1
Gambeson, E. (2011). Total Relationship Marketing. Retrieved fromhttps://www.taylorfrancis.com/books/9781136354199
Watson, A & Johnson, R. (2010). Managing the Franchisor – Franchisee Relationship: A Relationship Marketing Perspective. Journal of Marketing Channels, Vol.17-Issue 1: Insights in Franchising Channels
Nijssen, E.J &Herk, V.H (2009). Conjoining International Marketing and Relationship Marketing: Exploring Consumers’ Cross Border Service Relationships Journal of International Marketing
Kaur, G., Sharma, R.D & Mahajan, N. (2018). Exploring customer switching intentions through relationship marketing paradigm. International Journal of Bank Marketing, Issue: 4, pp 280-302
Kumar, V., Pozza, I.D., Andrew, Peterson, J.A & Shah, D. (2009). Reversing the logic: The path to profitability through relationship marketing. Journal of Interactive Marketing, Volume 23, Issue 2, pp 147-156
Sally, H.M & Sarah, Q. (2009). Virtual snakes and ladders: Social networks and the relationship marketing loyalty ladder. The Marketing Review, Number 2
Tadajewski, M &Saren, M. (2008). Rethinking the emergence of relationship marketing Journal of Macromarketing
Britto, C. (2011). Relationship marketing: Old wine in a new bottle? Innovative Marketing
Sheth, J. (2017). Revitalizing relationship marketing. Journal of Services Marketing, Vol.31, Issue 1, pp 6-10
Oluwaseun, A.G. (2018). Effect of relationship marketing on new venture performance : Evidence Proquest, 2018
Yahya, Z., Faizatul, W., Ismayatin, A., Nasharuddin, S.Z., Kassim, E. (2013). Service Quality Dimension and customer satisfaction: an empirical study in the Malaysian Hotel Industry. Services Marketing Quarterly, Volume 34, Issue 2
Abdullah, F. (2009). A comparative analysis of performance of Islamic & Conventional Unit trusts in Malaysia. Graduate School of Management, Universiti Putra Malaysia
Choong, Y.V. &Thim, C.K. (2012). Development and performance trends of Malaysian Unit Trusts. Journal of modern banking, Vol.34, Issue 2
Saad, R.A.J., Yahya, M.A &Hussain, M.H (2013). The relationship between performance and graphic presentation n Unit Trusts Annual reports: Malaysian Evidence College of Business, Universiti Utara Malaysia
Fai, P.L. (2009). The performance of private unit trusts in Malaysia. Graduate School of Management, Universiti Putra Malaysia
Imanullah, K. (2012). Impact of customer satisfaction and retention on customer loyalty International Journal of Scientific & Technology Research, Vol.1, Issue 12
Grigoroudis, E., Tsitsiridi, E &Zopounidis. (2013). Linking customer satisfaction, employee appraisal and business performance: an evaluation methodology in the banking sector. Annals of Operations Research, Volume 205, Issue 1, pp 5-27
AMS, T. (2018). Investigation of Factors Influencing customer loyalty in Malaysia & Jordan Hotel Industry. Journal of Hotel & Business Management, Volume 7, Issue 2.
Ahmad, R. (2000). Profitable customer retention management through database marketing. TheJournal of the Institute of Banker Malaysia, 113, 34-39.
Al-Hawari (2009). The relationship between service quality and retention within the Automated and Traditional contexts of retail banking. Central Queensland University, North Rockhampton, Australia.
Asad, M., & Tim, L. (2010). Customer perceptions of service quality in luxury hotels in New Delhi, India: an exploratory study. International Journal of Contemporary Hospitality Management, 22(2), 160 –173.
Bo, E. (2005). Service quality: beyond cognitive assessment. Managing Service Quality, 15(2), 127 –131.
Cleopatra, V., Michael, S., &Nikolaos, T. (2002). Relationship marketing: European Journal of Marketing, 36(4), 433 – 449.
E. Alan, B., & Y.H. Wong (1999). The development of a Guanxi framework. Marketing Intelligence & Planning, 17(3), 147 – 155.
Farah, G. A., Ahmad, M., Muqarrab, H., Turi, J. A., & Bashir, S. (2018). Online Shopping Behavior Among University Students: Case Study Of Must University. Advances in Social Sciences Research Journal – Vol.5, No.4, 228-241
Festus, O., Maxwell, K., Godwin, & J. Udo, (2006). Service quality, customer satisfaction, andbehavioral intentions in the service factory. Journal of Services Marketing, 20(1), 59 – 72.
Foster, B. D., &Cadogan, J. W. (2000). Relationship selling and customer loyalty: an empiricalinvestigation. Marketing Intelligence & Planning, 18(4), 185-199.
Gilbert, C. D. & Choi, C. K. (2005). Relationship marketing practice in relation to different 189 bankownerships: a study of banks in Hong Kong. The International Journal of Bank Marketing, 21(3), 137-146.
Guru, K. B., Mohan, A., &Vaithilingam, S. (2000). Customer satisfaction of commercial banks: a Malaysian case study. The Journal of the Institute of Banker Malaysia, 116, 22-28.
Hanaa, O., Nigel, H., & David, B. (2009). A transactional approach to customer loyalty in the hotel industry. International Journal of Contemporary Hospitality Management, 21(3), 239 – 250.8
Isha, I., Hasnah, H., Daing, N. I., &Salmi, M. I. (2006). Service quality, client satisfaction and loyalty towards audit firms: Perceptions of Malaysian public listed companies. Managerial AuditingJournal, 21(7), 738 – 756.
Jari, J., Jouni, J., & David, B. G. (2010). Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships. Managing Service Quality, 20(6), 496 – 510.
Kallol, D. (2008). Relationship marketing research: An academic literature review and classification. School of Management Technology, International Institute of Information Technology, Pune, India.
Li-Wei, W. (2011). Satisfaction, inertia, and customer loyalty in the varying levels of the zone oftolerance and alternative attractiveness. Journal of Services Marketing, 25(5), 310 – 322.
Magnus, S., & Sara, R. (2008). Revisiting the smiling service worker and customer satisfaction.International Journal of Service Industry Management, 19(5), 552 – 574.
Mario, R. (2006). The explanatory foundations of relationship marketing theory: a comment. Journal of Business & Industrial Marketing, 21(2), 88 – 91.
Mark, F. T., Ilan, A., &Everlyne, M. (2010). The importance of meeting price expectations: linking price to service quality. Journal of Product & Brand Management, 19(4), 295 – 305.
Martyna, S., & James, O. (2011). Service quality measurement: appointment systems in UK GPpractices. International Journal of Health Care Quality Assurance, 24(6), 441 – 452.
Nancy, B., & Leonidas, C., & John, P. (2009). The relationship between internal and external service quality. International Journal of Contemporary Hospitality Management, 21(3), 275 – 293.
Nelson, O. N. (2007). Relationship marketing and customer loyalty. Marketing Intelligence & Planning, 25(1), 98 – 106.
Noriza, K., & N. Asiah, A., (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351 – 371.
Panchapakesan, P., Chandrasekharan, R., & Prakash, S. L. (2010). Service quality and its impact on customer satisfaction in Indian hospitals: Perspectives of patients and their attendants. Benchmarking: An International Journal, 17(6), 807 – 841.
Rene, T., Art, W., & Russell, A. (2009). Value, satisfaction, loyalty and retention in professionalservices. Marketing Intelligence & Planning, 27(5), 615 – 632.
Riad, R. (2009). Service quality, emotional satisfaction, and behavioral intentions: A study in the hotel industry. Managing Service Quality, 19(3), 308 – 331.
Robert, H., N. Owusu-Frimpong, & Julius, D. (2011). Brands and service-quality perception. Marketing Intelligence & Planning, 29(3), 264 – 283.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2021 P. Ravindran Pathmananathan, Khairi Aseh
This work is licensed under a Creative Commons Attribution 4.0 International License.
