The link between relational benefit to relationship quality in priority banking services in Indonesia

Relational benefit has an important role in improving relationship quality in a consumer services company, particularly in credence service. However, there are only a few research on the link between relational benefit and relationship quality, especially in credence service like priority banking se...

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Main Authors:	Syafrizal, ., Nabsiah, Abdul Wahid, Ishak, Ismail
Format:	Conference or Workshop Item
Language:	English
Published:	KnE Social Sciences 2019
Subjects:	HD28 Management. Industrial Management HG Finance HJ Public Finance
Online Access:	http://umpir.ump.edu.my/id/eprint/25867/ http://umpir.ump.edu.my/id/eprint/25867/ http://umpir.ump.edu.my/id/eprint/25867/1/The%20link%20between%20relational%20benefit%20to%20relationship%20quality.pdf

id	ump-25867
recordtype	eprints
spelling	ump-258672019-11-19T08:01:44Z http://umpir.ump.edu.my/id/eprint/25867/ The link between relational benefit to relationship quality in priority banking services in Indonesia Syafrizal, . Nabsiah, Abdul Wahid Ishak, Ismail HD28 Management. Industrial Management HG Finance HJ Public Finance Relational benefit has an important role in improving relationship quality in a consumer services company, particularly in credence service. However, there are only a few research on the link between relational benefit and relationship quality, especially in credence service like priority banking services. The objective of this study is to fulfill this gap by investigating the links of relational benefit on satisfaction and trust. A survey questionnaire was run to 338 priority banking customers in Jakarta. This study found that functional benefit has a significant influence on relationship satisfaction and trust, while social benefit also has a significant influence on satisfaction and trust. The findings imply that service providers like bankers need to consider the functional benefit and social benefit as it directly affects their customer’s relationship satisfaction and trust. The result of this research is crucial when the intended customer is an important segment like the priority customers who have large deposits and investment products in the banks. KnE Social Sciences 2019-08-18 Conference or Workshop Item PeerReviewed pdf en cc_by_4 http://umpir.ump.edu.my/id/eprint/25867/1/The%20link%20between%20relational%20benefit%20to%20relationship%20quality.pdf Syafrizal, . and Nabsiah, Abdul Wahid and Ishak, Ismail (2019) The link between relational benefit to relationship quality in priority banking services in Indonesia. In: KnE Social Sciences: FGIC 2nd Conference on Governance and Integrity 2019, 19-20 August 2019 , Yayasan Pahang, Kuantan, Pahang, Malaysia. pp. 40-53., 2019. ISSN 2518-668X https://doi.org/10.18502/kss.v3i22.5043
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 HG Finance HJ Public Finance
spellingShingle	HD28 Management. Industrial Management HG Finance HJ Public Finance Syafrizal, . Nabsiah, Abdul Wahid Ishak, Ismail The link between relational benefit to relationship quality in priority banking services in Indonesia
description	Relational benefit has an important role in improving relationship quality in a consumer services company, particularly in credence service. However, there are only a few research on the link between relational benefit and relationship quality, especially in credence service like priority banking services. The objective of this study is to fulfill this gap by investigating the links of relational benefit on satisfaction and trust. A survey questionnaire was run to 338 priority banking customers in Jakarta. This study found that functional benefit has a significant influence on relationship satisfaction and trust, while social benefit also has a significant influence on satisfaction and trust. The findings imply that service providers like bankers need to consider the functional benefit and social benefit as it directly affects their customer’s relationship satisfaction and trust. The result of this research is crucial when the intended customer is an important segment like the priority customers who have large deposits and investment products in the banks.
format	Conference or Workshop Item
author	Syafrizal, . Nabsiah, Abdul Wahid Ishak, Ismail
author_facet	Syafrizal, . Nabsiah, Abdul Wahid Ishak, Ismail
author_sort	Syafrizal, .
title	The link between relational benefit to relationship quality in priority banking services in Indonesia
title_short	The link between relational benefit to relationship quality in priority banking services in Indonesia
title_full	The link between relational benefit to relationship quality in priority banking services in Indonesia
title_fullStr	The link between relational benefit to relationship quality in priority banking services in Indonesia
title_full_unstemmed	The link between relational benefit to relationship quality in priority banking services in Indonesia
title_sort	link between relational benefit to relationship quality in priority banking services in indonesia
publisher	KnE Social Sciences
publishDate	2019
url	http://umpir.ump.edu.my/id/eprint/25867/ http://umpir.ump.edu.my/id/eprint/25867/ http://umpir.ump.edu.my/id/eprint/25867/1/The%20link%20between%20relational%20benefit%20to%20relationship%20quality.pdf
first_indexed	2023-09-18T22:39:57Z
last_indexed	2023-09-18T22:39:57Z
_version_	1777416847672475648

The link between relational benefit to relationship quality in priority banking services in Indonesia

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