文章基本信息

标题：Customer value is reviewed in terms of customer relationship learning and customer engagement: Evidence from banking industry
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作者：Feliks Anggia B.K. Panjaitan ; Hotman Panjaitan
期刊名称：Accounting
印刷版ISSN：2369-7393
电子版ISSN：2369-7407
出版年度：2020
卷号：7
期号：1
页码：89-94
DOI：10.5267/j.ac.2020.10.010
出版社：Growing Science
摘要：This study is to examine the effects of service quality, customer relationship learning, product quality, and customer engagement on increasing customer value. The researchers propose a model, and plan to show the concept of customer engagement variables as intervening variables. The study population includes the customers of Bank Jatim and uses the SEM analysis and the purposive sampling method for 384 respondents. The proposed model shows customer engagement acts as a good intervening variable. Customer value increases, as customer engagement increases. Finally, customer relationship learning determines the value of the existence of customer engagement in bank service customers.
关键词：Service quality; Customer relationship learning; product quality; Customer engagement; Customer value