Keywords : Customer Relation Management (CRM)

The impact of relationship marketing on customer loyalty enhancement (Case study: Kerman Iran insurance company)

Abdolaziz Abtin; Mostafa Pouramiri

Marketing and Branding Research, 2016, Volume 3, Issue 1, Pages 41-49
DOI: 10.33844/mbr.2016.60203

Nowadays, only those tradings that just focus on the effectiveness of the marketing mix elements can shift their direction towards relationship marketing and establishing effective relationship management with customers. In todays competitive world, customers are in the center of companies’ attention and their satisfaction is the main factor in gaining competitive advantage. The fundamental prerequisite for achieving customers’ satisfaction is to fully meet or exceed their needs, wants, desires, expectations, and their willingness to purchase products. To gain competitive advantage, the companies should pay more attention to customers’ needs and meet them better than their rivals. This paper aims to investigate the impact of relationship marketing on customer loyalty enhancement in Kerman Iran insurance company. This study was carried out through a survey method using questionnaires as the main instrument. Pearson correlation coefficient was used to assess the relationship between loyalty as dependent variable and trust, satisfaction, management, communication, and competence as independent variables and revealed that there was a significant positive relationship between variables.