Buradasınız

Anasayfa » Content

THE STRATEGIES OF RELATIONSHIP MARKETING AND CUSTOMER SATISFACTION

Journal Name:

  • Akademik Araştırmalar ve Çalışmalar Dergisi

Publication Year:

  • 2010

Key Words:

Author NameFaculty of Author
Abstract (2. Language): 
Purpose: The purpose of this research is to examine the impact of the relationship marketing strategies, namely: competence; communication; conflict handling and relationship duration on customer satisfaction. Research methodology: Public Bank customers in Aleppo, Syria were surveyed using a questionnaire. A total of 447 customers provided the data for the study. Multiple regression analysis was used to measure the relationships. Findings: The results showed that relationship marketing strategies, namely: communication; competence; conflict handling and relationship duration are associated with customer satisfaction. Research limitations: The study focuses on only the banking industry especially public banks in Syria. This limitation creates an opportunity for future research to make a comparative study between public and private banks and to apply this study in other service sectors. Practical implication: This study viewed how organizations can benefit from relationship marketing (RM) strategies to get close enough to the customers in order to correctly sense their needs and then create and deliver superior value and how to keep customer satisfaction. Originality/value: The contribution of this research is to recognize the actual influences of the strategies of relationship marketing on customer satisfaction from empirical evidence in Syria.
Bookmark/Search this post with
FULL TEXT (PDF): 
PDF icon arastirmax-strategies-relationship-marketing-and-customer-satisfaction.pdf
  • 3
35
64
  • English

REFERENCES

References: 

Bailliu, J. N. (2000). Private Capital Flows, Financial Development, and Economic
Growth in Developing Countries, Bank of Canada Working Paper 15,
http://dsp-psd,pwgsc,gc,ca/Collection/FB3-2-100-15E,pdf, (Erişim Tarihi:
12.03.2008).
BCB, Banco Central do Brasil Economic Indicators,
http://www.bcb.gov.br/?english. (Erişim Tarihi:10.02.2010).
Bekaert, G.; Campbell, R.; Harvey and Lundblad, C. (2005). Does financial
liberalization spur growth?, Journal of Financial Economics, v. 77, Issue 1,
pp. 3-55
Easterly, W.; Roumeen, I. and Stiglitz, J.E. (2000). Shaken and Stirred: Explaining
Growth Volatility, Annual World Bank Conference on Development
Economics, ed, by Boris Pleskovič,Nicholas Stern
Edison, H.J.; Klein, M.; Ricci, L. and Sloek, T. (2002). Capital Account
Liberalization and Economic Performance: Survey and Synthesis, IMF
Working Paper,
http://www,imf,org/external/pubs/ft/wp/2002/wp02120,pdf, (Erişim
Tarihi:12.93.2010)
Edwards, S. (2001). Capital Mobility and Economic Performance: Are Emerging
Economies Different?, NBER Working Paper No, 8076,
http://www,nber,org/papers/w8076,pdf, (Erişim Tarihi: 22.02.2010).
Galindo, A.; Micco, A and Ordoñez, G. (2002). Financial Liberalization and
Growth: Empirical Evidence, Inter-American Development Bank Working
Paper,
http://siteresources,worldbank,org/INTFR/Resources/financial_liberalizat...
ersion23,pdf, (Erişim Tarihi: 20.02.2010).
Joyce, J. P. (2009). Financial Globalization and Banking Crises in Emerging
Markets http://www.wellesley.edu/Economics/joyce/FGBC2.pdf. (Erişim
Tarihi: 03.03.2010).
Kose, M. A.; Eswar, P.; Kenneth, R. and Shang-Jin, W. (2006). Financial
Globalization: A Reappraisal, Working Paper 12484,
http://www,nber,org/papers/w12484, (Erişim Tarihi: 01.01.2010).
Martin, P. and Rey, H. (2002). Financial Globalization and Emerging Markets:
With or Without Crash?, NBER Working Paper No, 9288,
http://www,nber,org/papers/w9288,(eRİŞİM Tarihi: 02.01.2010).
McLean, B. and Sona, S. (2002). International Fınancial Liberalisation and
Economic Growth, Reserve Bank of Australia Research Discussion Paper,
http://www,rba,gov,au/rdp/RDP2002-03,pdf, (Erişim Tarihi: 04.08.2004).
Neto, D.G.and Veiga, F.J. (2008). Financial Globalization, Convergence and
Growth, NIPE Working Paper,
http://www3,eeg,uminho,pt/economia/nipe/docs/2008/NIPE_WP_7_2008,pdf,
(Erişim Tarihi:02.01.2010)
OECD; Statistics, http://stats.oecd.org/index.aspx, (ErİŞİM Tarihi: 02.02.2010).
Akademik Araştırmalar ve Çalışmalar Dergisi / Journal of Academic Researches and Studies
Cilt 2 ● Sayı 3 ● Kasım 2010 / Volume 2 ● Number 3 ● November 2010
_________________________________________________________________________________________________
( 64 )
Onur, S. (2005). Finansal Liberalizasyon ve GSMH Büyümesi Arasındaki İlişki,
ZKÜ Sosyal Bilimler Dergisi c:1, s:1, ,s, 127-152,
Prasad, E.; Kenneth, R.; Shang-Jin,W. and Kose, M.A. (2004). Financial
Globalization, Growth And Volatility in Developing Countries, NBER
Working Paper 10942, http://www,nber,org/papers/w10942, (Erişim
Tarihi: 03.01.2010).
Prasad, E.; Kenneth, R.; Shang-Jin,W. and Kose, M.A. (2003). Effects of Financial
Globalization on Developing Countries: Some Empirical Evidence, IMF
Working Paper, http://imf,org/external/np/res/docs/2003/031703,pdf,
(Erişim Tarihi: 30.12.2009).
Razin, A. and Andrew, K. (1994). Business-Cycle Volatility and Openness: An
Exploratory Cross-Sectional Analysis, NBER Working Paper No:4208,
http://www,nber,org/papers/w4208. (Erişim Tarihi: 03.01.2010).
Rey, H. and Martin, P. (2005). Globalization and Emerging Markets: With or
Without Crash?, NBER Workig Paper,
http://www,nber,org/papers/w11550.
Rincón, H. (2007). Financial Globalization, Economic Growth, and
Macroeconomic Volatility, Banco De La Republica Colombia Workıng
Paper.
Rodrik, D. (1998). Who Needs Capital-Account Convertibility?.
http://www,ksg,harvard,edu/rodrik/essay,PDF, (Erişim Tarihi: 04.01.2010).
Schmukler, S.L. (2004). Benefits and Risks of: Challenges for Developing
Countries. World Bank Policy Research Report,
http://siteresources,worldbank,org/DEC/Resources/BenefitsandRisksofFina
ncialGlobalizationSchmukler,pdf, (Erişim Tarihi: 04.01.2010).
Schmukler, S.L.; Zoido, P. and Halac, M. (2004). Financial Globalization, Crises,
and Contagion, World Bank Globalization Policy Research Report,
http://siteresources,worldbank,org/DEC/Resources/32459_Schmukler,_Zoi
do,_and_Halac_(Oct2003),pdf, (Erişim Tarihi: 03.01.2010).
Singh, A. (2003). Capital Account Liberalization, Free Long-Term Capital Flows,
Financial Crises and Economic Development, Eastern Economic Journal,
Eastern Economic Association, v. 29(2), pp. 191-216,
Sönmez, S. (2003). Türkiye’de Finansal Serbestlik: İstikrarsızlık Faktörü Mü?
Kalkınmanın İtici Gücü Mü?, Ekonomik Yaklaşım, Sayı: 49, Cilt: 14,
TCMB, Elektronik Veri Dağıtım Sistemi, www.tcmb.gor.tr. (Erişim Tarihi:
02.03.2010).
Wang, J.. (2006). Financial Liberalization in East Asia: Lessons from Financial
Crises and the Chinese Experience of Controlled Liberalization,
Forthcoming Journal of World Trade,
http://papers,ssrn,com/sol3/papers,cfm?abstract_id=893749,
WDI; Data & Statistics, http://web.worldbank.org. (Erişim Tarihi: 02.03.2010).
Yıldırım, K. ve Doğan, K. (1999). Makro Ekonomi, Eskişehir, Eğt, Sağ, ve Bil, Arş,
Çalş, Vakfı,
ECOS, Bank of Korea Economic Statistics System, http://ecos.bok.or.kr/EIndex_en.jsp,
(Erişim Tarihi: 02.03.2010).

Thank you for copying data from http://www.arastirmax.com