stdClass Object
(
    [id] => 8432
    [paper_index] => EW201704-01-001797
    [title] => THE ROLE OF RELATIONSHIP MARKETING ON CUSTOMER SATISFACTION: THE CASE STUDY OF ABAY BANK IN DESSIE REGION OF ETHIOPIA
    [description] => <p>[1]&nbsp; Abebaw Kassie (2014). Assessment the performance of Ethiopian financial and Economic</p>

<p>&nbsp;&nbsp;Environment. Global journal of Management and business research: C Finance Vol. 14 issue 2&nbsp;</p>

<p>[2]&nbsp; CSA (2007). Central Statistical Authority report of Ethiopia&rsquo;s housing census.</p>

<p>[3]&nbsp; Zerayehu, S.; Kagnew,W.; and Teshome, K. (2013). Competition in the Ethiopian Banking &nbsp;Industry. &nbsp;African journal of economics. Vol.1 (5) pp. 176-190</p>

<p>[4]&nbsp; Helgeson, &nbsp;O. &nbsp;(2007). &nbsp;Drivers &nbsp;of &nbsp;customer &nbsp;satisfaction &nbsp;in &nbsp;business-to-business&nbsp; relationships.&nbsp; British food journal. Vol. 109 no 10 pp 819 &ndash; 837</p>

<p>[5] &nbsp;&nbsp;Reichheld, F and Sasser, W. (1990). Zero defects: quality comes to service. Harvard business review, 105&mdash;111</p>

<p>[6]&nbsp; Patterson P. and smith, T.(2003). A cross cultural study of switching barriers and propensity to stay with service providers. Journal of Retailing,79, &nbsp;pp.107 &ndash; 120</p>

<p>[7]&nbsp; Gronroos, C. (2004). The relationship marketing process: communication, Interaction, dialogue, value. Journal of business and Industrial Marketing,19(2), pp. 99 &ndash;113.&nbsp;&nbsp;&nbsp; &nbsp;Available from:<a href="http://www.faveneves.org"> http://www.faveneves.org</a>.</p>

<p>[8]&nbsp; &nbsp;Gronroos, C. (2000). Service management and marketing:&nbsp; a customer relationship management&nbsp; approach, Wiley Publishing house, New York.</p>

<p style="margin-left:5.0pt;">[9] &nbsp;&nbsp;&nbsp;Vence, A. (2002).An examination of relationship between trust, commitment &nbsp;&nbsp;and relationship quality. Journal of retail and distribution&nbsp; management. Vol. 22</p>

<p>[10]&nbsp; &nbsp;Swartz, &nbsp;T.A. &nbsp;and &nbsp;Lacobucci, &nbsp;D. &nbsp;(2000). &nbsp;Handbook &nbsp;of &nbsp;service &nbsp;marketing &nbsp;&nbsp;and management.&nbsp; Thousand Oaks. Sage publication.</p>

<p>[11]&nbsp;&nbsp;&nbsp; Patterson, P.G. (1995). Choice Criteria in final selection of a management consultancy Service.&nbsp; Journal of professional service marketing. Vol. 11 No 2&nbsp; PP. 177-187 &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;</p>

<p>12]&nbsp; &nbsp;&nbsp;&nbsp;Baker, M.J., Butery, E.A. and Richter-Buttery, E.M. (1998). Relationship marketing in three dimensions. Journal of Interactive marketing, vol 12, no 4 pp.47</p>

<p>&nbsp;[13]&nbsp;&nbsp; Gwinner, K.P., Gremler, D.D., and Bitner, M.J. (1998). Relational Benefits in Service Industries: The customer&rsquo;s perspective: Journal of the academy of marketing science, vol 26, no 2 pp. 101</p>

<p>&nbsp;[14]&nbsp; &nbsp;Kottler, P. and Keller, K., (2006). Marketing Management, 12<sup>th</sup> edition. Pearson education inc. New Jersey.</p>

<p>&nbsp;[15]&nbsp; &nbsp;&nbsp;&nbsp;ISO 1002, (2004). Quality Management &ndash; Customer satisfaction&mdash;Guidelines for complaints&nbsp;&nbsp;&nbsp; &nbsp;handling in&nbsp; organizations .</p>

<p>[16]&nbsp; Ariani, D.W. (2015). Employee Satisfaction and Service Quality: Is there relationship. International journal of business Research and management (IJBRM). Vol. 6: Issue (3)&nbsp;</p>

<p>[17]&nbsp; &nbsp;Stanford, D. (2008). Examining the relationship between job satisfaction and customer satisfaction in&nbsp; &nbsp;a South African firm. Unpublished thesis, university of Pretoria,&nbsp; South Africa&nbsp;</p>

<p>[18]&nbsp; &nbsp;Fowler,&nbsp;&nbsp; Jr. F.J. (2003). Survey research Methods. 5<sup>th</sup> edition. Saga Publications.</p>

<p>[19] &nbsp;&nbsp;Nagabhushanam, N. (2011). A study in Customer service quality of banks in India.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Analyze research&nbsp; Solution Pvt. Ltd. Bangalore.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</p>

<p>[20]&nbsp;&nbsp;&nbsp; Kottler, P., (1999). Marketing Management : Analysis, Planning, Implementation and control. 9<sup>th</sup>&nbsp; ed. Prentice Hall, Inc.&nbsp; Upper Saddle River. New Jersey.</p>

<p>&nbsp;[21]&nbsp;&nbsp; Dithan, &nbsp;N.P.(2011). &nbsp;Relationship &nbsp;marketing, &nbsp;Word &nbsp;of &nbsp;mouth &nbsp;communication &nbsp;and &nbsp;customer&nbsp; loyalty in the Telecommunication industry at Uganda, unpublished thesis</p>

<p>[22]&nbsp;&nbsp; Ackah, D. (2014). &nbsp;Service quality and customer satisfaction in a banking industries Linked</p>

<p>&nbsp;[23]&nbsp; Selvakumar, J.J. (2015). Impact of service quality on customer satisfaction in public sector&nbsp; and private sector banks. Sms VARANACY vol.viii no. 1 march 2015 &ndash;August 2015</p>

<p>[ 24]&nbsp;&nbsp; Amoah-mensah, A. (2010).&nbsp; Customer satisfaction in a banking industry:&nbsp; A comparative study of</p>

<p>Ghana and Spain. Unpublished ph.d&nbsp; thesis. Universitat de Grona&nbsp;&nbsp;&nbsp;&nbsp; .</p>

<p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</p>

<p>&nbsp;</p>

<p style="margin-left:41.0pt;">&nbsp;</p>

    [author] => Prof. G. Sudarsana Rao
    [googlescholar] => https://scholar.google.co.in/citations?view_op=view_citation&hl=en&user=KeqZGcIAAAAJ&imq=EPRA+International+Journal+of+Economic+and+Business+Review&citation_for_view=KeqZGcIAAAAJ:vbGhcppDl1QC
    [doi] => 
    [year] => 2017
    [month] => April
    [volume] => 5
    [issue] => 4
    [file] => eprapub/EW201704-01-001797.pdf
    [abstract] => <p>Customer satisfaction is important and key performance indicator in business enterprises. Therefore, it is essential to effectively supervise customer satisfaction.&nbsp; The purpose of this paper is to explore the role of relationship marketing on customer satisfaction.&nbsp; The main objective of the research is to study the role of relationship marketing on customer satisfaction in Abay bank, Dessie Region customers in Ethiopia.&nbsp; The method employed for the study is descriptive survey method.&nbsp; Using structured questionnaire prepared for the study, primary data has been collected from customers of the bank. Secondary data has also been compiled and used. Available sampling method has been used to collect data from customers. The data collected has been analyzed using descriptive method of data analysis.&nbsp; The result of the analysis discloses that employees at different branches of the bank are highly respectful, courteous and friendly to customers. They also employ relentless effort to resolve customers&rsquo; problems and make customers satisfied so that customers would be life time customers.&nbsp; &nbsp;Moreover, customers of the bank are highly satisfied by the services of the bank so that they recommend the bank to family members, friends and coworkers. Eventually, the bank is efficient in offering its varied and quality service to customers and therefore customers choose the bank for all their banking needs than other competing banks.&nbsp; The finding of the study unveils that the bank employed relationship marketing and accordingly customers of the bank are highly satisfied by the different services that the bank offers to customers &nbsp;&nbsp;</p>

<p><strong>KEY WORDS: </strong>Customer satisfaction, relationship marketing, Abay Bank, word of mouth, &nbsp;</p>

    [keywords] => 
    [doj] => 
    [hit] => 2462
    [status] => 
    [award_status] => P
    [orderr] => 5
    [journal_id] => 4
    [googlesearch_link] => 
    [edit_on] => 
    [is_status] => 1
    [journalname] => EPRA International Journal of Economic and Business Review(JEBR)
    [short_code] => IJES
    [eissn] => 2347-9671 (O), 2349-0187(P)
    [pissn] => 
    [home_page_wrapper] => images/products_image/12.JEBR.png
)
Error fetching PDF file.