Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia
Indonesian banks have started to focus on finding the right relationship quality model to be applied to their day-to-day operation, particularly for their priority banking customers (PBC) who contribute the most to their profitable growth. This study investigates firstly, whether positive emotional...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Penerbit Universiti Sains Malaysia
2017
|
| Subjects: | |
| Online Access: | http://umpir.ump.edu.my/id/eprint/18306/ http://umpir.ump.edu.my/id/eprint/18306/1/Identifying%20the%20Antecedents%20for%20Relationship%20Quality%20Model%20and%20Its%20Outcomes%20for%20Priority%20Banking%20Customers%20in%20Indonesia.pdf |
| _version_ | 1848820640433307648 |
|---|---|
| author | Syafrizal, . Nabsiah, Abdul Wahid Ishak, Ismail |
| author_facet | Syafrizal, . Nabsiah, Abdul Wahid Ishak, Ismail |
| author_sort | Syafrizal, . |
| building | UMP Institutional Repository |
| collection | Online Access |
| description | Indonesian banks have started to focus on finding the right relationship quality model to be applied to their day-to-day operation, particularly for their priority banking customers (PBC) who contribute the most to their profitable growth. This study investigates firstly, whether positive emotional expression (PEE) acts as the antecedent to relationship quality (satisfaction and trust); and secondly, whether relationship quality (RQ) leads to wordof-mouth (WOM) and share-of-purchase (SOP) as its positive outcomes. Results from a survey carried out on 338 priority banking customers in Jakarta, Indonesia found that indeed PEE acts as the antecedent to RQ while RQ is positively linked to the WOM and SOP outcomes. These findings suggest that PEE, WOM, and SOP are variables that must be considered by Indonesian banks when they strategise to enhance the relationship quality of their priority banking customers. |
| first_indexed | 2025-11-15T02:12:40Z |
| format | Article |
| id | ump-18306 |
| institution | Universiti Malaysia Pahang |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T02:12:40Z |
| publishDate | 2017 |
| publisher | Penerbit Universiti Sains Malaysia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | ump-183062018-02-01T03:45:14Z http://umpir.ump.edu.my/id/eprint/18306/ Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia Syafrizal, . Nabsiah, Abdul Wahid Ishak, Ismail HD28 Management. Industrial Management Indonesian banks have started to focus on finding the right relationship quality model to be applied to their day-to-day operation, particularly for their priority banking customers (PBC) who contribute the most to their profitable growth. This study investigates firstly, whether positive emotional expression (PEE) acts as the antecedent to relationship quality (satisfaction and trust); and secondly, whether relationship quality (RQ) leads to wordof-mouth (WOM) and share-of-purchase (SOP) as its positive outcomes. Results from a survey carried out on 338 priority banking customers in Jakarta, Indonesia found that indeed PEE acts as the antecedent to RQ while RQ is positively linked to the WOM and SOP outcomes. These findings suggest that PEE, WOM, and SOP are variables that must be considered by Indonesian banks when they strategise to enhance the relationship quality of their priority banking customers. Penerbit Universiti Sains Malaysia 2017 Article PeerReviewed application/pdf en http://umpir.ump.edu.my/id/eprint/18306/1/Identifying%20the%20Antecedents%20for%20Relationship%20Quality%20Model%20and%20Its%20Outcomes%20for%20Priority%20Banking%20Customers%20in%20Indonesia.pdf Syafrizal, . and Nabsiah, Abdul Wahid and Ishak, Ismail (2017) Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia. Asian Academy of Management Journal, 22 (1). pp. 131-150. ISSN 1394-2603 (print); 2180-4184 (online). (Published) http://web.usm.my/aamj/22012017/aamj22012017_6.pdf DOI: 10.21315/aamj2017.22.1.6 |
| spellingShingle | HD28 Management. Industrial Management Syafrizal, . Nabsiah, Abdul Wahid Ishak, Ismail Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia |
| title | Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia |
| title_full | Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia |
| title_fullStr | Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia |
| title_full_unstemmed | Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia |
| title_short | Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia |
| title_sort | identifying the antecedents for relationship quality model and its outcomes for priority banking customers in indonesia |
| topic | HD28 Management. Industrial Management |
| url | http://umpir.ump.edu.my/id/eprint/18306/ http://umpir.ump.edu.my/id/eprint/18306/ http://umpir.ump.edu.my/id/eprint/18306/ http://umpir.ump.edu.my/id/eprint/18306/1/Identifying%20the%20Antecedents%20for%20Relationship%20Quality%20Model%20and%20Its%20Outcomes%20for%20Priority%20Banking%20Customers%20in%20Indonesia.pdf |