Retail Banking and Customer Relationship Quality Issues in Indonesia

The 1997 financial crisis has affected the banking industry in Indonesia resulting in the industry to change its focus towards retail banking sector. While this is a good move to help spur banks profitability and growth, data from certain banks suggest that Indonesian banks have to also focus on customer relationship quality (CRQ) issues. In this article, the authors further conceptualise and modify a 2011 CRQ model by Syafrizal, Abdul Wahid and Ismail (or SAWI model). We propose to add cooperation, shared value and expertise dimension to the Relational Selling Behaviour (RSB) variable of the SAWI model that we feel would be best suited bank s needs in handling customer relationship quality issues.