Proceedings of the 4th International Conference on Accounting, Management, and Economics, ICAME 2019, 25 October 2019, Makassar, Indonesia

Research Article

Relationship Communication and Customer Satisfaction as Predictor of Customer Engagement

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  • @INPROCEEDINGS{10.4108/eai.25-10-2019.2295319,
        author={Hasnidar  Hasnidar and Mahlia  Muis and Ria  Mardiana and Maat  Pono and Jusri  Jusri},
        title={Relationship Communication and Customer Satisfaction as Predictor of Customer Engagement },
        proceedings={Proceedings of the 4th International Conference on Accounting, Management, and Economics, ICAME 2019, 25 October 2019, Makassar, Indonesia},
        publisher={EAI},
        proceedings_a={ICAME},
        year={2020},
        month={6},
        keywords={relationship communication customer satisfaction customer engagement and islamic banking},
        doi={10.4108/eai.25-10-2019.2295319}
    }
    
  • Hasnidar Hasnidar
    Mahlia Muis
    Ria Mardiana
    Maat Pono
    Jusri Jusri
    Year: 2020
    Relationship Communication and Customer Satisfaction as Predictor of Customer Engagement
    ICAME
    EAI
    DOI: 10.4108/eai.25-10-2019.2295319
Hasnidar Hasnidar1,*, Mahlia Muis2, Ria Mardiana2, Maat Pono2, Jusri Jusri2
  • 1: STIE Makassar Maju, Makassar, Indonesia
  • 2: Universtas Hasanuddin, Makassar, Indonesia
*Contact email: asnihasnidar@gmail.com

Abstract

Customer engagement reflects the level of customer involment related to the company's products, services, and activities. This study aims to analyze and explain the effect of relationship communication on Customer satisfaction and customer engagement. The research was conducted in five Islamic customer Banks in Makassar. The research used the survey method and purposive sampling technique with the total sample 250 respondents. The types of data used in the research were the quantitative data collected from the sources of the primary and secondary data. The data were then analyzed using regression analysis with SmartPLS technique. The research results proved that relationship communication has a positive and significant effect on customer satisfaction and customer engagement. The more effective communication implemented by the company, will encourage the higher level of customer engagement of Islamic banking customers.