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Assessment of the Development Role of a Statutory Body from a Customer Perspective: A Relationship Marketing Approach

The importance of the relationship between an institution and its constituents is examined through establishing a model of exchange relationship’s three key important constructs (satisfaction, trust and commitment), which is adopted from the Customer Relationship Marketing/Management (CRM) concep...

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Main Authors: Oei , Fuk Jin, Ogunlana, Stephen O.
Format: Article
Language:English
Published: Penerbit Universiti Sains Malaysia 2006
Subjects:
TH1-9745 Building construction
Online Access:http://eprints.usm.my/42587/1/3_Oei_%28p.31-52%29.pdf
http://eprints.usm.my/42587/
http://web.usm.my/jcdc/vol11_2_2006/3_Oei%20(p.31-52).pdf
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id my.usm.eprints.42587
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spelling my.usm.eprints.42587 http://eprints.usm.my/42587/ Assessment of the Development Role of a Statutory Body from a Customer Perspective: A Relationship Marketing Approach Oei , Fuk Jin Ogunlana, Stephen O. TH1-9745 Building construction The importance of the relationship between an institution and its constituents is examined through establishing a model of exchange relationship’s three key important constructs (satisfaction, trust and commitment), which is adopted from the Customer Relationship Marketing/Management (CRM) concept. These three key constructs have been viewed as essential ingredients for successful long-term relationship in private sector CRM. The model is tested using data from the Building and Construction Authority (BCA) of Singapore. It is then compared with a rival model that does not have satisfaction, trust and commitment as mediating variables. The result shows that the model with the three key constructs as mediating variables is better. Understanding the impact of the mediating variables on outcome behaviours can lead to more participation and survival of the institution. Proposals for further research and the research limitation are given at the end of the paper. Penerbit Universiti Sains Malaysia 2006 Article PeerReviewed application/pdf en http://eprints.usm.my/42587/1/3_Oei_%28p.31-52%29.pdf Oei , Fuk Jin and Ogunlana, Stephen O. (2006) Assessment of the Development Role of a Statutory Body from a Customer Perspective: A Relationship Marketing Approach. Journal of Construction in Developing Countries , 11 (2). pp. 31-52. ISSN 1823-6499 http://web.usm.my/jcdc/vol11_2_2006/3_Oei%20(p.31-52).pdf
institution Universiti Sains Malaysia
building Hamzah Sendut Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Sains Malaysia
content_source USM Institutional Repository
url_provider http://eprints.usm.my/
language English
topic TH1-9745 Building construction
spellingShingle TH1-9745 Building construction
Oei , Fuk Jin
Ogunlana, Stephen O.
Assessment of the Development Role of a Statutory Body from a Customer Perspective: A Relationship Marketing Approach
description The importance of the relationship between an institution and its constituents is examined through establishing a model of exchange relationship’s three key important constructs (satisfaction, trust and commitment), which is adopted from the Customer Relationship Marketing/Management (CRM) concept. These three key constructs have been viewed as essential ingredients for successful long-term relationship in private sector CRM. The model is tested using data from the Building and Construction Authority (BCA) of Singapore. It is then compared with a rival model that does not have satisfaction, trust and commitment as mediating variables. The result shows that the model with the three key constructs as mediating variables is better. Understanding the impact of the mediating variables on outcome behaviours can lead to more participation and survival of the institution. Proposals for further research and the research limitation are given at the end of the paper.
format Article
author Oei , Fuk Jin
Ogunlana, Stephen O.
author_facet Oei , Fuk Jin
Ogunlana, Stephen O.
author_sort Oei , Fuk Jin
title Assessment of the Development Role of a Statutory Body from a Customer Perspective: A Relationship Marketing Approach
title_short Assessment of the Development Role of a Statutory Body from a Customer Perspective: A Relationship Marketing Approach
title_full Assessment of the Development Role of a Statutory Body from a Customer Perspective: A Relationship Marketing Approach
title_fullStr Assessment of the Development Role of a Statutory Body from a Customer Perspective: A Relationship Marketing Approach
title_full_unstemmed Assessment of the Development Role of a Statutory Body from a Customer Perspective: A Relationship Marketing Approach
title_sort assessment of the development role of a statutory body from a customer perspective: a relationship marketing approach
publisher Penerbit Universiti Sains Malaysia
publishDate 2006
url http://eprints.usm.my/42587/1/3_Oei_%28p.31-52%29.pdf
http://eprints.usm.my/42587/
http://web.usm.my/jcdc/vol11_2_2006/3_Oei%20(p.31-52).pdf
_version_ 1643710531425533952
score 13.211869

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