Emphasize relationship marketing

Oct 13, 2025 by wbrum.org 54 views

Effect of Relationship Marketing and Promotion Mix on Loyalty with Customer Satisfaction as Intervening Variable (Digital Marketing Study of National Pension Savings)

Introduction

In today's digital era, technology has revolutionized the way we conduct banking transactions. One notable example is the application of digital marketing by the State Pension Savings Bank (BTPN). Digital marketing refers to the promotion of products and services via the internet, which encompasses creative design, development, advertising, and sales. This study aims to investigate the effect of relationship marketing and promotion mix on customer loyalty, with customer satisfaction as an intervening variable.

Background

The banking industry has undergone significant changes in recent years, driven by the increasing adoption of digital technologies. As a result, banks are now competing in a highly competitive market, where customer loyalty and satisfaction are crucial for long-term success. In this context, relationship marketing and promotion mix have emerged as key strategies for banks to attract and retain customers. Relationship marketing involves building strong relationships with customers through effective communication, good service, and personalized interactions. On the other hand, promotion mix refers to the combination of advertising, sales promotions, and other marketing tactics used to promote products and services.

Methodology

This study employed a path analysis with a quantitative approach to investigate the effect of relationship marketing and promotion mix on customer loyalty. The data obtained was primary data, collected through a survey of 91 respondents. The sampling method used was purposive sampling, where respondents were selected based on their relevance to the study. Data processing was done using SPSS 25 to ensure accurate results.

Research Result

The results of this study showed that relationship marketing had a positive and significant effect on customer loyalty at BTPN. This indicates that management efforts in building good relationships with customers are highly influential on their loyalty. With a good interaction, customers feel more valued and satisfied, which ultimately increases loyalty. On the other hand, the promotion mix also showed a significant positive effect on customer loyalty, highlighting the importance of using the right marketing strategy to attract customer interest and maintain relationships.

However, the results showed that relationship marketing had a positive and significant effect on customer satisfaction, while the promotion mix had a positive but not significant effect. This indicates that although promotional strategies are needed, the quality of relationships built with customers is more influential on their level of satisfaction.

Furthermore, this study found that customer loyalty has a significant positive influence on customer satisfaction. This shows that the more loyal a customer, the higher the level of satisfaction they feel.

Additional Analysis and Explanation

From the results of this study, it can be concluded that relationship marketing is an important pillar in building customer loyalty. Making strong relationships through effective communication and good service can increase customer satisfaction. In the digital age, the bank's ability to interact directly with customers through digital platforms is very important. This interaction not only facilitates transactions but also creates opportunities to build trust.

Meanwhile, although the promotion mix has a positive influence, promotion success must be balanced with the development of good relations. Therefore, banks need to pay attention to the combination of strategies between promotion and management of relationships in order to achieve optimal results.

To increase customer loyalty, BTPN must focus on improving the quality of service and user experience on their digital platform. This includes the development of features that facilitate transactions, as well as a rapid response to customer complaints or questions.

Conclusion

This research shows that success in digital marketing at BTPN does not only depend on promotional strategies, but rather the management of good relations with customers. Customer satisfaction must be used as a top priority in an effort to increase loyalty, so that both support and contribute to the sustainability of the relationship between banks and customers.

Through this analysis, it is hoped that banking industry players can take lessons and create more effective strategies in presenting services that not only prioritize sales, but also prioritize customer satisfaction and loyalty. This will certainly maintain the position of BTPN as one of the banks that are relied on in the current digital era.

Recommendations

Based on the findings of this study, the following recommendations are made:

Emphasize relationship marketing: BTPN should focus on building strong relationships with customers through effective communication, good service, and personalized interactions.
Balance promotion and relationship management: BTPN should pay attention to the combination of strategies between promotion and management of relationships to achieve optimal results.
Improve digital platform: BTPN should focus on improving the quality of service and user experience on their digital platform, including the development of features that facilitate transactions and a rapid response to customer complaints or questions.
Prioritize customer satisfaction: BTPN should use customer satisfaction as a top priority in an effort to increase loyalty, so that both support and contribute to the sustainability of the relationship between banks and customers.

By implementing these recommendations, BTPN can maintain its position as one of the banks that are relied on in the current digital era.
Frequently Asked Questions (FAQs) on the Effect of Relationship Marketing and Promotion Mix on Loyalty with Customer Satisfaction as Intervening Variable

Q: What is relationship marketing, and how does it affect customer loyalty?

A: Relationship marketing involves building strong relationships with customers through effective communication, good service, and personalized interactions. The results of this study showed that relationship marketing had a positive and significant effect on customer loyalty, indicating that management efforts in building good relationships with customers are highly influential on their loyalty.

Q: What is promotion mix, and how does it affect customer loyalty?

A: Promotion mix refers to the combination of advertising, sales promotions, and other marketing tactics used to promote products and services. The results of this study showed that promotion mix also had a significant positive effect on customer loyalty, highlighting the importance of using the right marketing strategy to attract customer interest and maintain relationships.

Q: What is the role of customer satisfaction in the relationship between relationship marketing, promotion mix, and customer loyalty?

A: The results of this study showed that customer satisfaction is an intervening variable between relationship marketing and customer loyalty. This means that relationship marketing has a positive and significant effect on customer satisfaction, which in turn has a positive and significant effect on customer loyalty.

Q: What are the implications of this study for banks and financial institutions?

A: The findings of this study suggest that banks and financial institutions should focus on building strong relationships with customers through effective communication, good service, and personalized interactions. They should also pay attention to the combination of strategies between promotion and relationship management to achieve optimal results.

Q: What are the limitations of this study?

A: This study has several limitations, including the use of a small sample size and the reliance on self-reported data. Future studies should aim to replicate these findings with a larger and more diverse sample size.

Q: What are the future research directions for this study?

A: Future studies should aim to investigate the effect of relationship marketing and promotion mix on customer loyalty in different contexts, such as in other industries or in different cultural settings. They should also explore the role of other variables, such as customer engagement and brand loyalty, in the relationship between relationship marketing, promotion mix, and customer loyalty.

Q: What are the practical implications of this study for banks and financial institutions?

A: The findings of this study suggest that banks and financial institutions should prioritize customer satisfaction and loyalty in their marketing strategies. They should focus on building strong relationships with customers through effective communication, good service, and personalized interactions. They should also pay attention to the combination of strategies between promotion and relationship management to achieve optimal results.

Q: How can banks and financial institutions measure the effectiveness of their relationship marketing and promotion mix strategies?

A: Banks and financial institutions can measure the effectiveness of their relationship marketing and promotion mix strategies by tracking customer satisfaction and loyalty metrics, such as customer retention rates, customer acquisition rates, and customer lifetime value.

Q: What are the key takeaways from this study for banks and financial institutions?

A: The key takeaways from this study for banks and financial institutions are:

Prioritize customer satisfaction and loyalty: Banks and financial institutions should prioritize customer satisfaction and loyalty in their marketing strategies.
Focus on relationship marketing: Banks and financial institutions should focus on building strong relationships with customers through effective communication, good service, and personalized interactions.
Pay attention to promotion mix: Banks and financial institutions should pay attention to the combination of strategies between promotion and relationship management to achieve optimal results.
Measure effectiveness: Banks and financial institutions should track customer satisfaction and loyalty metrics to measure the effectiveness of their relationship marketing and promotion mix strategies.