The Importance of Relational Marketing

Oct 13, 2025 by wbrum.org 135 views

The Effect of Relational Marketing on Satisfaction and Commitment to Customers of PT. Bank X

Introduction

In today's competitive market, businesses are constantly seeking ways to improve customer satisfaction and commitment. One effective strategy is relational marketing, which focuses on building strong relationships with customers through various benefits and services. PT. Bank X, a leading bank in the industry, has been implementing relational marketing programs to enhance customer satisfaction and commitment. However, the effectiveness of these programs remains unclear. This study aims to investigate and analyze the influence of relational marketing on customer satisfaction and commitment at PT. Bank X.

The Importance of Relational Marketing

Relational marketing is a crucial aspect of customer relationship management (CRM). It involves creating and maintaining strong relationships with customers through various benefits and services. Relational marketing can be categorized into three aspects: financial benefits, social benefits, and structural bonds. Financial benefits refer to the economic advantages offered to customers, such as discounts, rewards, and loyalty programs. Social benefits, on the other hand, involve providing customers with a sense of belonging and community, such as exclusive events and social activities. Structural bonds refer to the physical and emotional connections between customers and the bank, such as personalized service and convenient banking channels.

Methodology

This study uses an associative quantitative approach with primary and secondary data. Primary data were obtained through a questionnaire distributed to 100 respondents who are savings customers of PT. Bank X, chosen using the Slovin formula. Secondary data were collected from relevant journals, internet, and books. The questionnaire consisted of three sections: demographic information, relational marketing aspects, and customer satisfaction and commitment.

The Effect of Relational Marketing on Customer Satisfaction

Multiple linear regression analysis was used to test the effect of relational marketing on customer satisfaction. The results of the analysis show that the adjusted R square value is 0.237, which means 23.7% of customer satisfaction can be explained by financial benefits, social benefits, and structural bonds. The remaining 76.3% can be explained by other variables that are not examined in this study.

Simultaneously, relational marketing has a positive and significant influence on customer satisfaction. However, the significant test results T (T-test) show that only social benefits have a positive and significant influence on customer satisfaction. Financial benefits and structural bonds have a positive but insignificant influence.

Effect of Customer Satisfaction on Commitment

Simple linear regression analysis was used to test the effect of customer satisfaction on commitment. The analysis showed the adjusted R square value of 0.426. That is, 42.6% of the customer's commitment can be explained by customer satisfaction. The remaining 57.4% can be explained by other variables that are not examined. The t test results show that customer satisfaction has a positive and significant influence on customer commitment.

Implications and Recommendations

The results of this study have several important implications for PT. Bank X. First, Focus on social benefits in relational marketing programs will be more effective in increasing customer satisfaction. PT. Bank X can consider building loyalty programs with social benefits, such as supporting social activities or providing access to exclusive services.

Second, Increasing customer satisfaction is the right strategy to increase customer commitment. PT. Bank X needs to ensure that its products and services meet customer needs and expectations. Improving the quality of customer service and the speed of response to customer questions and complaints will also be an important factor.

Finally, Considering other factors not examined in this study is also important. PT. Bank X can conduct further research to identify other factors that can affect customer satisfaction and commitment.

Conclusion

This study shows that relational marketing, especially social benefits, has a positive and significant influence on customer satisfaction of PT. Bank X. Customer satisfaction, in turn, has a positive and significant influence on customer commitment. PT. Bank X can use this finding to develop a more effective marketing strategy in increasing customer satisfaction and commitment in the future.

Limitations and Future Research Directions

This study has several limitations. First, the sample size is relatively small, which may not be representative of the entire customer base. Second, the study only examines the effect of relational marketing on customer satisfaction and commitment, and does not consider other factors that may influence customer behavior. Future research can build on this study by examining the effect of relational marketing on customer loyalty, retention, and advocacy.

Recommendations for PT. Bank X

Based on the findings of this study, PT. Bank X can take several steps to improve customer satisfaction and commitment. First, the bank can focus on building loyalty programs with social benefits, such as supporting social activities or providing access to exclusive services. Second, the bank can improve the quality of customer service and the speed of response to customer questions and complaints. Finally, the bank can conduct further research to identify other factors that can affect customer satisfaction and commitment.

References

[List of references cited in the study]

Appendix

[Appendix materials, such as questionnaires, data analysis, and additional tables and figures]

Abstract

This study investigates the effect of relational marketing on customer satisfaction and commitment at PT. Bank X. The results show that relational marketing, especially social benefits, has a positive and significant influence on customer satisfaction. Customer satisfaction, in turn, has a positive and significant influence on customer commitment. The study provides several implications and recommendations for PT. Bank X to improve customer satisfaction and commitment.
Q&A: The Effect of Relational Marketing on Satisfaction and Commitment to Customers of PT. Bank X

Q: What is relational marketing, and how does it affect customer satisfaction and commitment?

A: Relational marketing is a strategy that focuses on building strong relationships with customers through various benefits and services. It can be categorized into three aspects: financial benefits, social benefits, and structural bonds. Our study shows that relational marketing, especially social benefits, has a positive and significant influence on customer satisfaction. Customer satisfaction, in turn, has a positive and significant influence on customer commitment.

Q: What are the key findings of this study?

A: The study found that relational marketing has a positive and significant influence on customer satisfaction. However, the significant test results T (T-test) show that only social benefits have a positive and significant influence on customer satisfaction. Financial benefits and structural bonds have a positive but insignificant influence. Additionally, the study found that customer satisfaction has a positive and significant influence on customer commitment.

Q: What are the implications of this study for PT. Bank X?

A: The study provides several implications and recommendations for PT. Bank X. First, the bank can focus on building loyalty programs with social benefits, such as supporting social activities or providing access to exclusive services. Second, the bank can improve the quality of customer service and the speed of response to customer questions and complaints. Finally, the bank can conduct further research to identify other factors that can affect customer satisfaction and commitment.

Q: What are the limitations of this study?

A: The study has several limitations. First, the sample size is relatively small, which may not be representative of the entire customer base. Second, the study only examines the effect of relational marketing on customer satisfaction and commitment, and does not consider other factors that may influence customer behavior. Future research can build on this study by examining the effect of relational marketing on customer loyalty, retention, and advocacy.

Q: What are the recommendations for PT. Bank X based on this study?

A: Based on the findings of this study, PT. Bank X can take several steps to improve customer satisfaction and commitment. First, the bank can focus on building loyalty programs with social benefits, such as supporting social activities or providing access to exclusive services. Second, the bank can improve the quality of customer service and the speed of response to customer questions and complaints. Finally, the bank can conduct further research to identify other factors that can affect customer satisfaction and commitment.

Q: How can PT. Bank X measure the effectiveness of its relational marketing strategy?

A: PT. Bank X can measure the effectiveness of its relational marketing strategy by tracking customer satisfaction and commitment metrics, such as Net Promoter Score (NPS), customer retention rate, and customer advocacy. The bank can also conduct regular surveys and focus groups to gather feedback from customers and identify areas for improvement.

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

A: Future research can build on this study by examining the effect of relational marketing on customer loyalty, retention, and advocacy. Additionally, researchers can investigate the role of other factors, such as customer demographics, behavior, and preferences, in influencing customer satisfaction and commitment.

Q: How can PT. Bank X use this study to develop a more effective marketing strategy?

A: PT. Bank X can use this study to develop a more effective marketing strategy by focusing on building loyalty programs with social benefits, improving the quality of customer service, and conducting further research to identify other factors that can affect customer satisfaction and commitment. By doing so, the bank can create a more loyal and committed customer base, which can lead to increased revenue and growth.