Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia

Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia

Indonesian banks have started to focus on finding the right relationship quality model to be applied to their day-to-day operation, particularly for their priority banking customers (PBC) who contribute the most to their profitable growth. This study investigates firstly, whether positive emotional...

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Main Authors: Syafrizal, ., Nabsiah, Abdul Wahid, Ishak, Ismail
Format: Article
Language:English
Published: Penerbit Universiti Sains Malaysia 2017
Subjects:
HD28 Management. Industrial Management
Online Access:http://umpir.ump.edu.my/id/eprint/18306/
http://umpir.ump.edu.my/id/eprint/18306/
http://umpir.ump.edu.my/id/eprint/18306/
http://umpir.ump.edu.my/id/eprint/18306/1/Identifying%20the%20Antecedents%20for%20Relationship%20Quality%20Model%20and%20Its%20Outcomes%20for%20Priority%20Banking%20Customers%20in%20Indonesia.pdf
id ump-18306
recordtype eprints
spelling ump-183062018-02-01T03:45:14Z http://umpir.ump.edu.my/id/eprint/18306/ Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia Syafrizal, . Nabsiah, Abdul Wahid Ishak, Ismail HD28 Management. Industrial Management Indonesian banks have started to focus on finding the right relationship quality model to be applied to their day-to-day operation, particularly for their priority banking customers (PBC) who contribute the most to their profitable growth. This study investigates firstly, whether positive emotional expression (PEE) acts as the antecedent to relationship quality (satisfaction and trust); and secondly, whether relationship quality (RQ) leads to wordof-mouth (WOM) and share-of-purchase (SOP) as its positive outcomes. Results from a survey carried out on 338 priority banking customers in Jakarta, Indonesia found that indeed PEE acts as the antecedent to RQ while RQ is positively linked to the WOM and SOP outcomes. These findings suggest that PEE, WOM, and SOP are variables that must be considered by Indonesian banks when they strategise to enhance the relationship quality of their priority banking customers. Penerbit Universiti Sains Malaysia 2017 Article PeerReviewed application/pdf en http://umpir.ump.edu.my/id/eprint/18306/1/Identifying%20the%20Antecedents%20for%20Relationship%20Quality%20Model%20and%20Its%20Outcomes%20for%20Priority%20Banking%20Customers%20in%20Indonesia.pdf Syafrizal, . and Nabsiah, Abdul Wahid and Ishak, Ismail (2017) Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia. Asian Academy of Management Journal, 22 (1). pp. 131-150. ISSN 1394-2603 (print); 2180-4184 (online) http://web.usm.my/aamj/22012017/aamj22012017_6.pdf DOI: 10.21315/aamj2017.22.1.6
repository_type Digital Repository
institution_category Local University
institution Universiti Malaysia Pahang
building UMP Institutional Repository
collection Online Access
language English
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Syafrizal, .
Nabsiah, Abdul Wahid
Ishak, Ismail
Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia
description Indonesian banks have started to focus on finding the right relationship quality model to be applied to their day-to-day operation, particularly for their priority banking customers (PBC) who contribute the most to their profitable growth. This study investigates firstly, whether positive emotional expression (PEE) acts as the antecedent to relationship quality (satisfaction and trust); and secondly, whether relationship quality (RQ) leads to wordof-mouth (WOM) and share-of-purchase (SOP) as its positive outcomes. Results from a survey carried out on 338 priority banking customers in Jakarta, Indonesia found that indeed PEE acts as the antecedent to RQ while RQ is positively linked to the WOM and SOP outcomes. These findings suggest that PEE, WOM, and SOP are variables that must be considered by Indonesian banks when they strategise to enhance the relationship quality of their priority banking customers.
format Article
author Syafrizal, .
Nabsiah, Abdul Wahid
Ishak, Ismail
author_facet Syafrizal, .
Nabsiah, Abdul Wahid
Ishak, Ismail
author_sort Syafrizal, .
title Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia
title_short Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia
title_full Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia
title_fullStr Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia
title_full_unstemmed Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia
title_sort identifying the antecedents for relationship quality model and its outcomes for priority banking customers in indonesia
publisher Penerbit Universiti Sains Malaysia
publishDate 2017
url http://umpir.ump.edu.my/id/eprint/18306/
http://umpir.ump.edu.my/id/eprint/18306/
http://umpir.ump.edu.my/id/eprint/18306/
http://umpir.ump.edu.my/id/eprint/18306/1/Identifying%20the%20Antecedents%20for%20Relationship%20Quality%20Model%20and%20Its%20Outcomes%20for%20Priority%20Banking%20Customers%20in%20Indonesia.pdf
first_indexed 2023-09-18T22:25:51Z
last_indexed 2023-09-18T22:25:51Z
_version_ 1777415961271336960

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