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The Relationship between Reputation, Customer Satisfaction, Trust, and Loyalty
Abstract
Though a lot of studies have been done to conclude customer loyalty as dependent variable but still there is a vast margin of researches to be conducted in future in different spheres of this construct. On the other hand the truth of the importance of customer loyalty as an enduring asset cannot be falsified. It is fundamental for organizations to build up long term and mutual beneficial associations with the customers. The purpose of this research paper is to show the inter relationship of reputation, customer satisfaction and trust on customer loyalty. According to the observations reputation is the major independent variable that has significant relationship with customer satisfaction, customer loyalty, and trust. Data for this research study was taken from the Islamia University, Quaid-e-Azam Medical College, and different banks located at various geographic locations of Bahawalpur region of Pakistan. Data was collected through self administered questionnaire and analyzed by using regression through SPSS. The results have been drawn from 150 users of NISHAT LINEN and it was found that there is positive and significant relationship among reputation, customer satisfaction, trust and customer loyalty. Hence the studies give the positive sign that with the increment of reputation, customer satisfaction and trust the customer loyalty enhances.
... Meanwhile, trust is the basis of any business and the business transaction will be completed between two or more parties especially when there is mutual trust between them (Sutanto and Djati,2017). Gul (2014) Al Haraisa, Y. E. (2022) The Impact of Open-Book Management on Customer Satisfaction: the Mediating Role of Trust also when the customers believe in the organization, they will have a strong trust in the organization's products and service quality. On this side, Williamson (1996) confirms that there is no absolute trust and that the dealings whether the dealings are legal or related to the reputation of the organization, there must be guarantees that protect all the parties. ...
... Alkhamis (2018) found there is an impact of open-book management on customer satisfaction in the presence of employee job performance as a mediating variable. Gul (2014) showed there is a positive association between reputation, customer satisfaction, trust, and customer loyalty. Accordingly, the author expects that trust has a mediating role in the relationship between open-book management and customer satisfaction. ...
... Lastly, the result showed that trust has a mediating role in the relationship between open-book management and customer satisfaction. However, this result is consistent with the study's results (Kalia et al., 2021;Rehman et al., 2020;Zamry and Nayan , 2020;Al-Taii, Ismael and Khudhur , 2020;Mahmood, Rana and Kanwal , 2018;Yanik, 2018;Bricci, Fragata and Antunes, 2016;Nikzad and Maryam 2012;Alkhamis , 2018;Gul , 2014), Where trust had a partially mediating impact on the relationship between open-book management and customer satisfaction. This result can be supported by clarifying that trust has an important role in strengthening the relationship between open-book management and customer satisfaction, as through training, empowering, and delegating employees, the trust factor can be enhanced and thus leads to satisfying the needs and desires of customers because workers within the organization have been motivated in a way automatic. ...
ARTICLE INFO ABSTRACT Purpose: the current study is to test the impact of open-book management on customer satisfaction through the mediating role of trust in the hotel and tourism sector in Jordan from the perspective of customers. Design/methodology/ approach: The study deployed the descriptive method to describe the study sample and the analytical approach to test the study hypotheses. Furthermore, the study population comprises the hotel and tourism sector in Jordan that is indexed on the Amman stock exchange (2022) which amounts to (9) companies. Furthermore, a questionnaire was developed from the previous studies. Besides, the study sample consisted of (410) customers who is selected by a convenience sample, and the number of questionnaires returned was 358 which shaped 81%. Moreover, the hypotheses were tested using Baron and Kenny's (1986) methodology using SPSS. Findings: The current study showed that open-book management has a positive and significant impact on customer satisfaction. Further, showed that there is a positive and significant impact of open-book management on trust. Furthermore, there is a positive and significant impact of trust on customer satisfaction. In addition, trust has a partial mediating role in the relationship between open-book management and customer satisfaction. Research limitations: The current study is not free from any limitations, in this study, the limitations are employees selected by a convenience sample, Therefore, the results can't be generalized to other sectors. furthermore, there is a shortage of prior studies that addressed the same topic. Research, Managerial implications: Open-book management is considered one of the commonly used methods that assist employees to get their needs from the information and knowledge. precisely, the hotel and tourism sector in Jordan must be aware of what is making their customers satisfied by conducting studies regarding their needs and wants before introducing the products and services. Originality: Despite there being many studies conducted in the area of open-book management and customer satisfaction, few studies addressed the theme of trust as a mediating variable. Therefore, the study came up to fill the gap in the literature and provide a theoretical and practical contribution. RESUMO Objetivo: O estudo atual é testar o impacto da gestão de livros abertos na satisfação do cliente através do papel mediador da confiança no setor hoteleiro e turístico na Jordânia, a partir da perspectiva dos clientes. Design/metodologia/abordagem: O estudo empregou o método descritivo para descrever a amostra do estudo e a abordagem analítica para testar as hipóteses do estudo. Além disso, a população do estudo compreende o setor de hotelaria e turismo na Jordânia que está indexado na bolsa de valores de Amã (2022), o que equivale a (9) empresas. Além disso, foi desenvolvido um questionário a partir dos estudos anteriores. Além disso, a amostra do estudo consistiu de (410) clientes que são selecionados por uma amostra de conveniência, e o número de questionários devolvidos foi de 358, o que perfaz 81%. Além disso, as hipóteses foram testadas usando a metodologia de Baron e Kenny (1986) usando o SPSS. Conclusões: O estudo atual mostrou que a gestão de livros abertos tem um impacto positivo e significativo na satisfação do cliente. Além disso, mostrou que há um impacto positivo e significativo da gestão de livros abertos sobre a confiança. Além disso, há um impacto positivo e significativo da confiança na satisfação do cliente. Além disso, a confiança tem um papel mediador parcial na relação entre a gestão de livros abertos e a satisfação do cliente. Limitações da pesquisa: O estudo atual não está livre de quaisquer limitações, neste estudo, as limitações são funcionários selecionados por uma amostra de conveniência, portanto, os resultados não podem ser generalizados para outros setores. além disso, há uma escassez de estudos anteriores que abordaram o mesmo tópico. Pesquisa, implicações gerenciais: A gestão de livros abertos é considerada um dos métodos mais utilizados para ajudar os funcionários a obter suas necessidades a partir da informação e do conhecimento. precisamente, o setor hoteleiro e turístico na Jordânia deve estar ciente do que está deixando seus clientes satisfeitos ao realizar estudos sobre suas necessidades e desejos antes de introduzir os produtos e serviços. Originalidade: Apesar de haver muitos estudos realizados na área de gestão de livros abertos e satisfação do cliente, poucos estudos abordaram o tema da confiança como uma variável mediadora. Portanto, o estudo surgiu para preencher a lacuna existente na literatura e fornecer uma contribuição teórica e prática. Palavras-chave: Gestão de Livros Abertos, Confiança, Satisfação do Cliente, O Setor Hoteleiro e Turístico na Jordânia, Metodologia do Barão e Kenny (1986). EL IMPACTO DE LA GESTIÓN DE LIBRO ABIERTO EN LA SATISFACCIÓN DEL CLIENTE: EL PAPEL MEDIADOR DE LA CONFIANZA RESUMEN Objetivo: El presente estudio pretende comprobar el impacto de la gestión de libro abierto en la satisfacción del cliente a través del papel mediador de la confianza en el sector de la hostelería y el turismo en Jordania desde la perspectiva de los clientes. Diseño/metodología/enfoque: El estudio utilizó el método descriptivo para describir la muestra del estudio y el enfoque analítico para probar las hipótesis del estudio. Además, la población del estudio comprende el sector de la hostelería y el turismo en Jordania que está indexado en la bolsa de Ammán (2022), que asciende a (9) empresas. Además, se elaboró un cuestionario a partir de los estudios anteriores. Además, la muestra del estudio estaba formada por (410) clientes seleccionados por un muestreo de conveniencia, y el número de cuestionarios devueltos fue de 358, lo que supuso un 81%. Además, las hipótesis se comprobaron mediante la metodología de Baron y Kenny (1986) utilizando el SPSS. Resultados: El presente estudio demostró que la gestión de libro abierto tiene un impacto positivo y significativo en la satisfacción del cliente. Además, mostró que existe un impacto positivo y significativo de la gestión de libro abierto en la confianza. Además, existe un impacto positivo y significativo de la confianza en la satisfacción del cliente. Además, la confianza tiene un papel mediador parcial en la relación entre la gestión del libro abierto y la satisfacción del cliente. Limitaciones de la investigación: El presente estudio no está exento de limitaciones, en este estudio, las limitaciones son los empleados seleccionados por una muestra de conveniencia, Por lo tanto, los resultados no se pueden generalizar a otros sectores. además, hay una escasez de estudios anteriores que abordaron el mismo tema. Investigación, implicaciones directivas: Precisamente, el sector de la hostelería y el turismo en Jordania debe ser consciente de lo que satisface a sus clientes realizando estudios sobre sus necesidades y deseos antes de introducir los productos y servicios. Originalidad: A pesar de que hay muchos estudios realizados en el ámbito de la gestión del libro abierto y la satisfacción del cliente, pocos estudios abordan el tema de la confianza como variable mediadora. Por lo tanto, el estudio surgió para llenar el vacío en la literatura y proporcionar una contribución teórica y práctica.
... Trust is the client's trust in the intention of the seller's ability to fulfill the client's needs and desires (Gul, 2014Luhmann at Nguyen, et al., 2021Jamshidi, et al., 2018). The following are indicators of trust: trusting electronic money issuers to recommend their products, it is the best (Poromatikul et al., 2020); trust by being treated honestly by the issuer of electronic money in every transaction (Poromatikul et al., 2020); belief that data sent through electronic money issuers are confidential (Lee and Kim, 2020); trusting electronic money issuers who are competent in handling transactions (Shao, et al., 2019); believe in the quality of products sold by electronic money issuers (Zhao, et al., 2019;Zhao, et al., 2019;Gul, 2014;Geebren, 2021); and overall believe in electronic money (Poromatikul et al., 2020;Geebren, 2021). ...
... Trust is the client's trust in the intention of the seller's ability to fulfill the client's needs and desires (Gul, 2014Luhmann at Nguyen, et al., 2021Jamshidi, et al., 2018). The following are indicators of trust: trusting electronic money issuers to recommend their products, it is the best (Poromatikul et al., 2020); trust by being treated honestly by the issuer of electronic money in every transaction (Poromatikul et al., 2020); belief that data sent through electronic money issuers are confidential (Lee and Kim, 2020); trusting electronic money issuers who are competent in handling transactions (Shao, et al., 2019); believe in the quality of products sold by electronic money issuers (Zhao, et al., 2019;Zhao, et al., 2019;Gul, 2014;Geebren, 2021); and overall believe in electronic money (Poromatikul et al., 2020;Geebren, 2021). ...
... Consumer satisfaction is the consumer's perception of how well products and services work for consumers, from dissatisfied, satisfied, and very satisfied (Kotler et al., 2020:15;and Mazuri et al. in Rahi and Ghani, 2019). The following indicators of consumer satisfaction according to Rahi and Ghani (2019) are: satisfaction with the services received from electronic money (Geebren, 2021;Rahi and Ghani, 2019;Li and Shang, 2020;Yoon, 2010;Li, et al., 2021;Selim, et al., 2019); satisfied with the brand effect caused by electronic money (Gul, 2014); e-money Asia-Pacific Management and Business Application, 10, 3 (2022): 291-306 issuing websites provide satisfying public services that meet needs (Li and Shang, 2020); users of electronic systems tend to use new electronic money services (Li, et al., 2021); overall, satisfied with electronic money (Geebren, 2021;Rahi and Ghani, 2019;Lim, et al., 2018;Susanto, et al., 2016;Yoon, 2010); and transacting with electronic money is a wise choice (Susanto, et al., 2016). ...
This study aims at examining the continued intention to use at electronics money consumer. Continued intention to use at electronics money consumer measured by security, trust, and customer satisfaction. This study obtained 162 respondents one of the largest citye in Indonesia, namely the greater city of Malang (including City of Malang, Malang Regency, and City of Batu). This study used SEM PLS and measured by SmartPLS 3.3.3. The result from this study are security and trust have a significant influence on the continued intention to use through consumer satisfaction as a mediation. The implication are the importance of increasing the sense of security, trust, and satisfaction of consumers so that they want to reuse electronic money; most consumers within the productive age who are very concerned about the security of electronic money and trusted electronic money institutions; most consumers are women; and it is also important to increase promotion, innovation, use of electronic money, to consumer loyalty of electronic money.
... (Dick and Basu,1994); (Fornell,1992). Gul, (2014) defines loyalty as a behavior, which is indicated by routine purchases based on decision-making units, customer loyalty is that customer loyalty is measured by the frequency of reuse of a service. then customer behavior can be reflected as customer trust and satisfaction in an educational context that can be observed in the behavior of students who carry out routine activities. ...
... The results of research on customer trust and customer loyalty still have differences of opinion, Gul, (2014) in his research found that there is a positive and significant relationship between reputation, trust and customer loyalty. research gives a positive sign that with increasing reputation, customer satisfaction and trust, customer loyalty increases, but it is different from research conducted by Setyawan, (2015), which states that customer trust is Sekolah Tinggi Ilmu Ekonomi Pemuda VOL. 1 NO. 2 (2021) negatively related to customer loyalty, this needs to be reexamined to fill the void theoretical. ...
... The results of research on company reputation and customer loyalty have differences of opinion between researchers, among others, that researched by Setyawan, (2015), which states that reputation is negatively related to customer loyalty, this research is different from research conducted by Gul, (2014), which states that there is a positive and significant relationship between reputation and customer loyalty, so based on these findings it is necessary to re-examine to fill out the theoretical findings. ...
This study aims to analyze the effect of reputation, competence on customer loyalty with customer trust as an intervening variable. The population in this study were students of private tertiary institutions in Central Java who are members of Services for Higher Education Institutions Region VI, while a sample of 5 private universities, using the purposive sampling method, was taken with the Slovin formula of 190 respondents. The analysis technique uses regression analysis. Research results show the customer trust variable can be an intervening variable or able to mediate between the direct influence of the reputation variable and the competency variable on customer loyalty variables.
... According to Kircova & Esen (2018) customers are considered as the main stakeholders that evaluate the corporate reputation. Therefore, it is important to build positive behavioral intentions of customers towards the organization due to the harsh competition and saturated market conditions (Gul, 2014). Past studies have shown that it is important for managers to build a strong relationship with customers for long-term business (Helm et al., 2010). ...
... ). For this purpose, corporate reputation is considered as an important tool that can help companies gain competitive advantage through enhancing their reputation (Gul, 2014). Furthermore, reputation can also help companies in times of crisis by changing customer behavior (Haery et al., 2014). ...
... Furthermore, reputation can also help companies in times of crisis by changing customer behavior (Haery et al., 2014). However, just any negative event can damage a company's reputation, which can change a customer's behavior toward the products, as Gul (2014) suggests that it takes organizations more than twenty years to build a reputation, but it only takes five minutes to destroy. ...
This study builds on a strong theoretical background to investigate the relationship between corporate social responsibility (CSR) and consumer repurchase intention through corporate reputation for McDonald’s distribution channel in Viet Nam. The study was carried out using two methods, qualitative and quantitative research. Qualitative research was conducted using deep interviews with twelve respondents. After being added from qualitative research, the official scale with twenty-one observed variables is used in quantitative research. A quantitative research approach with 279 valid samples was conducted to test the scale and theoretical model. Collected data were analyzed by using SPSS and AMOS softwares. The results demonstrated a positive impact of CSR on the corporate reputation and repurchase intention. This study adds to the existing literature on the role of CSR in marketing by finding that a good corporate reputation along with relevant and integrated CSR activities has a much stronger impact to the repurchase intention of consumers. Findings from research have shown that inappropriate CSR practices can negatively impact the behavior of certain consumers. In the short term, McDonald's CSR activities may convince consumers to repurchase, but it may not be very convincing and there is no guarantee that this repurchasing behavior will last, as only continuous CSR activities contribute to sustainable behaviour. Therefore, the theoretical contribution of this study is to introduce corporate reputation as a long-term benefit to the relationship between CSR and consumer repurchase intention.
... Some of the benefits of organizational reputation identified in literature include reduction of operational costs, high rate of customers return, sales growth and product prices (Inglis, Morley and Samuel, 2006). These benefits are consistent and are related to the organizational antecedents which affect positively consumer trust of the organization (Gul, 2014). ...
... A number of things are apparent from this study. Loyalty is important to the organization as it has been proven that it is more expensive to win a new customer than to retain an old one (Gul, 2014). Loyalty to the organization means repeat purchases of a particular brand on different occasions irrespective of the offering of competitors. ...
... Therefore, a positive post purchase assessment is expected to affect sales positively and pushes the consumer's propensity to buy more. Satisfied customers should also be able to provide positive information and word of mouth on the product or service to others (Gul, 2014). ...
Effects to Resuscitate Non-Oil Export and Entrepreneurial
Success: A Case Study of AGOA
... Previous studies identified trust as a predictor of customer loyalty (Gul, 2014;Bibb & Kourdi, 2007;Hsu, 2008;Liang and Wong, 2004;Chaudhuri & Holbrook, 2001). The trust enhances customer loyalty between the customer and service provider (Kassim & Abdullah, 2008;Kishada & Wahab, 2013). ...
... The trust enhances customer loyalty between the customer and service provider (Kassim & Abdullah, 2008;Kishada & Wahab, 2013). A customer's loyalty to a product or service indicates the customer's trust in the company (Gul, 2014). So, previous studies identified trust as a predictor of customer loyalty (Gul, 2014;Bibb & Kourdi, 2007;Hsu, 2008;Liang and Wong, 2004;Chaudhuri & Holbrook, 2001). ...
... A customer's loyalty to a product or service indicates the customer's trust in the company (Gul, 2014). So, previous studies identified trust as a predictor of customer loyalty (Gul, 2014;Bibb & Kourdi, 2007;Hsu, 2008;Liang and Wong, 2004;Chaudhuri & Holbrook, 2001). ...
Corporate social responsibility takes an increasingly important role for businesses and receives the attention of many people. The relationship between Corporate social responsibility and customer loyalty has been tested in many business fields. So, the study aims to determine and estimate the influence of corporate social responsibility on customer loyalty in the jewellery industry. To achieve this objective, the study uses AMOS software that supports confirmatory factor analysis and structural equation modelling (SEM) to clarify whether or how Corporate social responsibility impacts customer loyalty. The inputs to the analyses were obtained through answers from 300 respondents, which completed the survey questionnaire with a total of 22 items is utilised to collect data from customers of top jewellery companies in Vietnam. The research results emphasize the corporate social responsibility is not only useful for jewellery companies but also enhances the customers’ perception that relates to some factors trust, satisfaction, and loyalty.
... The influence of customer service on customer loyalty has been carried out by previous research (Gul, 2014; Le-Hoang, 2020; Sengupta et al., 2014). The first research was conducted by Gul (2014). ...
... The influence of customer service on customer loyalty has been carried out by previous research (Gul, 2014; Le-Hoang, 2020; Sengupta et al., 2014). The first research was conducted by Gul (2014). In this research, factors are analyzed to influence customer satisfaction, trust, and loyalty. ...
Consumers are parties who must be considered in the sustainability of the economy. Consumers are the right subjects in targeting changes in economic development. The tourism industry is also not immune from the development of various types of consumers. One type of consumer that needs to be considered is the vulnerable consumer. Therefore, the aim of this research is to look at the influence of vulnerable consumers in the tourism industry in Indonesia. The design of this research is a literature review. Search for articles on Google Scholar and ProQuest with keywords based on customer retention. 420 articles were found in the 2014-2023 period, then screening was carried out and 25 relevant articles were found to be discussed and analyzed. The results of this research found that the influence of customer service, customer satisfaction, customer loyalty, and customer commitment make customers continue to use products or services. Keywords: Vulnerable Consumer, Customer Service, Customer Satisfaction, Customer Commitment, Customer Retention..
... When a company loses its reputation, it may also drop customer trust (Smith et al., 2010). When consumers trust the company, they are more likely to have a favorable attitude toward the product, be willing to pay a premium price, be loyal to it, and finally convey positive word-of-mouth (Gul, 2014). Based on these arguments, we hypothesize that: H8: Corporate reputation has a positive influence on cognitive trust. ...
... Among three elements that shape customer trust, we found that corporate reputation has the most substantial effect on cognitive and affective trust. The positive effect of corporate reputation on customer trust is upheld by an earlier study by Gul (2014). Broutsou and Fitsilis (2012) also reported that corporate reputation positively affects customer trust toward the organization. ...
Studies have shown the importance of customer trust in determining customer loyalty. While the psychological theory states that customer trust has cognitive and affective dimensions, earlier studies tended to look at it aggregately. An evaluation of the customer trust dimensions may provide a deeper understanding of the relative importance of each dimension of customer loyalty. This study looks at the roles of cognitive and affective customer trust in the context of the e-marketplace. As perceived privacy and security are still issues in the e-marketplace of developing countries, this study tries to examine the roles of cognitive and affective trust in mediating the relationships between perceived privacy, perceived security, corporate reputation, and customer loyalty. A close-ended questionnaire survey was distributed to answer the research questions. Data from 426 respondents were analyzed using PLS-SEM. The findings support the hypotheses of the interrelationship between the two dimensions of customer trust. This study also found that cognitive and affective trust mediates the relationships between corporate reputation, perceived security, and customer loyalty. However, we failed to prove the effect of perceived privacy on cognitive and affective trust.
... Earlier research identified trust as a predecessor of CL in various contexts (Gul, 2014;Leninkumar, 2017;Hoang, 2019;Ledikwe et al., 2019;Omoregie et al., 2019;Kataria and Saini, 2020;Iglesias et al., 2020). Gul (2014) stipulated that when customers are loyal to a brand, this means that they initially trust in it (e.g. when confronted with a new product offering, they are more positively predisposed to believe ADV claims from a trusted brand). ...
... Earlier research identified trust as a predecessor of CL in various contexts (Gul, 2014;Leninkumar, 2017;Hoang, 2019;Ledikwe et al., 2019;Omoregie et al., 2019;Kataria and Saini, 2020;Iglesias et al., 2020). Gul (2014) stipulated that when customers are loyal to a brand, this means that they initially trust in it (e.g. when confronted with a new product offering, they are more positively predisposed to believe ADV claims from a trusted brand). Trust builds rapport between the brand and its customers. ...
Purpose
This study aims to examine the roles of advertising (ADV) and sales promotion (SP) in creating airline brand equity (BE) in the UAE, and to test the mediational effect of customer perceived value on the proposed relationships. Additionally, the study examines the outcomes of airline BE (i.e. trust, satisfaction and loyalty).
Design/methodology/approach
A structured and self-administered survey was used targeting 234 passengers, from which 197 were valid for the analysis. Exploratory and confirmatory factor analyses were used to assess the research constructs unidimensionality, validity and composite reliability.
Findings
The empirical findings support the direct relationship between ADV and BE. Perceived value fully mediates the effect of SP on BE. In addition, BE positively affects trust, satisfaction and loyalty.
Research limitations/implications
Future research could investigate BE and perceived value as multidimensional constructs. Additionally, future research should expand the effect of other variables such as airline type, airline class and other marketing mix elements.
Practical implications
The findings from this research highlight the importance of both ADV and sale promotion in enhancing airline BE, and the pivotal role of perceived value.
Originality/value
The originality of this research is highlighted in conceptualizing a parsimonious model of the preceding constructs (i.e. ADV, SP, customer perceived quality) and subsequent constructs of BE (i.e. customer trust, customer satisfaction, customer loyalty), which has never been investigated collectively in one model in the literature particularly in the airline’ context of emerging economies such as UAE.
... The authors of [11] argued that high levels of social, economic, and environmental welfare, as a consequence of the cooperation and interaction of multiple stakeholders (local authorities, business, voluntary sector, media, etc.), influence citizens' quality of life. At the same time, some resources are frequently related with governance in the public administration literature-among others, e-government [12], transparency [13], public trust [14][15][16], or reputation [16,17]. ...
... The authors of [11] argued that high levels of social, economic, and environmental welfare, as a consequence of the cooperation and interaction of multiple stakeholders (local authorities, business, voluntary sector, media, etc.), influence citizens' quality of life. At the same time, some resources are frequently related with governance in the public administration literature-among others, e-government [12], transparency [13], public trust [14][15][16], or reputation [16,17]. ...
Quality of life (QoL) is both a main concern of good local governance and an indicator of city performance. A key question to answer is that of what resources have the potential to enhance city performance, thus providing added value to stakeholders. By adopting a resource-based view (RBV), this paper explores the relationships between a group of strategic resources (e-government, transparency, and reputation) and QoL in a sample of 78 Spanish municipalities. Our study makes a contribution by providing an original design of a set of relations among our own selected resources and between them and quality of life. In order to test those relations, we define and create four constructs by using four different data sources and structural equation modeling (SEM). The results show a positive influence of resources on QoL, which is supported by a number of positive direct and indirect interactions among them. This means that municipalities with better strategic resources in local governments exhibit a higher level of quality of life.
... Most of them have continued good interaction with the brand, which shows they trust Panasonic and willing to repurchase company products over the rivals selling similar benefits (Fraering & Minor, 2013). Gul (2014) argued that maintaining customer loyalty is a cost-effective strategy that can be accomplished by customer satisfaction, belief, and credibility. Loyal customers are formed by their attitude and behavior which reflect their satisfaction and trust toward a brand. ...
... The respondents confirmed that they trust the brand and are willing to repurchase the products. Panasonic must retain its loyal customers since attracting new customers requires five to ten percent more costs (Gul, 2014); and the high customer loyalty benefits Panasonic in profit and helps the company grow in a stable trend. Asia Pacific Journal of Management and Education (APJME) Vol. 4 No. 2 (2021) Print ISSN: 2685-8835 / Online ISSN: 2655-2035 Asia Pacific Journal of Management and Education (APJME) Vol. 4 No. 2 (2021) Print ISSN: 2685-8835 / Online ISSN: 2655-2035DOI: https://doi.org/10.32535/apjme.v4i2.1066 ...
The objective of this study is to investigate the influence of consumer behavior on brand success. Consumer behavior is a study of consumers and their methods to choose, consume, and dispose of products and services, including their social, cognitive, and developmental progress. Panasonic Corporation may face the issues of consumer behavior which affects customer satisfaction and loyalty affecting the company's development. This paper presents the factors of consumer behavior that may bring Panasonic to its success. The findings provide particular qualities to enhance the opportunity of increasing its customer satisfaction and guidance for potential development.
... When Instagram and social commerce achieve a good reputation and recognition, consumers are expected to act favorably and buy through social commerce and Instagram while improving their attitude toward use. Reputation is frequently measured as the valuation by which individuals and objects are usually apprehended (Gul, 2014). Previous research from Albaity and Rahman (2019) found that the effect of reputation on intention to use Islamic banking services is positively influenced by attitude toward Islamic banks. ...
... Furthermore, previous research proved that reputation has a positive and significant impact on trust (Gul, 2014). In addition, (Marinao-Artigas & Barajas-Portas, 2020) revealed that the reputation of mobile commerce directly and positively affects trust in mobile commerce in general. ...
The relevance of social networks in recent years has been demonstrated at the business level. However, selling through social networks and more specifically on Instagram constitutes an emerging field of knowledge. Instagram commerce is part of the new means of social commerce, in which various companies all over the world sell their products and services, and Instagram is the second most preferred social media platform globally. The aim of this research is twofold: on the one hand, to demonstrate the influence of social networks on the purchasing decisions of individuals by focusing more on Instagram commerce, and on the other hand, to analyze the factors that drive purchases in the context of the development of sales in social businesses, more specifically, on Instagram in Palestine. For this purpose, an experimental situation was developed in which users answered a survey after watching a video. From this survey, the present study obtained 200 valid responses. The research model is evaluated through structural equation modeling (SEM). Results reveal the huge impact of social networks on consumer purchase intention. In this sense, there are several factors that mediate the growth of sales in social commerce, particularly on Instagram. The research has important implications for the theory and practice of Instagram commerce.
... Hypothesis 3 was accepted and it was concluded that CR has a positive effect on CS, which means that the higher the CR, the higher CS and vice versa. The results of this study are in line with research results (Ali et al., 2012;Almohaimmeed, 2019;Gul, 2014;Juliansyah et al., 2019;Kamran-Disfani et al., 2017;Kim & Park, 2019;V. Kumar et al., 2013) which also shows that the company's reputation will also affect customer satisfaction. ...
This study aims to examine the influence of customer relationship management (CRM) and company reputation (CR) on customer loyalty (CL) through customer satisfaction (CS) studies at Mitratel companies. The number of samples was 155 respondents from Mitratel's customers. The approach used in this research is quantitative. The primary data is obtained from the questionnaire and analyzed quantitatively using the SEM PLS technique. The results indicate that CRM and CR affect CS and CL, but the influence of CRM on CL cannot directly influence it. To form high CL, CS must first be improved. The CRM can increase CL if the CRM program can provide CS. There is a significant influence of satisfaction on CL also proves that CS can mediate the influence of CRM and company reputation on CL. INTRODUCTION The base transceiver station (BTS) enables wireless connections between communication devices and network operators. In Indonesia, there are currently around 72,000 telecommunication towers. The increase in users resulted a higher level of complaints related to telecommunication problems from 2020 to 2023. Based on them, the author tries to examine the causes of consumer dissatisfaction to PT. Dayamitra Telecommunications Tbk. or Mitratel who has 18,473 cellular towers spread throughout Indonesia in 2020. As a form of Mitratel's efforts to improve customer satisfaction (CS), Mitratel has implemented several methods such as the establishment of a service level agreement (SLA), the measurement with a net promoter score (NPS), and CS surveys. A SLA is a written agreement between the consumer and the service provider. In this case, Mitratel details the service promises received and provided together with various performance measures, guarantees, or stipulates all of these services. In carrying out BTS tower operations, many problems that often occur, including issues of licensing, arrangement, supervision, maintenance, inefficiency, post-disaster recovery, and others. Any problems that impede the smooth functioning of the BTS towers must not be tolerated and immediate, precise, and measurable action must be taken. Every complaint or report regarding a problem with the BTS tower is very important to know and resolve. Mitratel management has established a trouble ticket system. This trouble ticket is a statement from management that a report or complaint has been entered and accepted by management. In the end, the completed trouble ticket data is presented in the closing trouble ticket data. The input, progress, and status trouble ticket processes are facilitated by an application called ANT Telkomsel. In general, the status of a closing trouble ticket will result in two status options, namely in SLA or out of SLA. According to Mitratel's Trouble Ticket Status Data for the Jabodetabek Area for 2021-2022, we can see that there are still trouble tickets that have exited the SLA in a total of 1,541 cases, which is 17.6% of the total cases for the past two years. Resolving complaints or disturbances that are out of the SLA has contributed to financial losses or lost profits for Mitratel. In addition, this will also have an impact on customer satisfaction and loyalty. The value of Mitratel's losses due to trouble ticket out SLA reached Rp. 2.086 billion in 2021 and Rp. 589.96 million in 2022. As a form of Mitratel's efforts to maintain and improve customer satisfaction, Mitratel has implemented several methods such as the establishment of a service level agreement (SLA), a complaint and suggestion system, the measurement with a net promoter score (NPS), and customer satisfaction surveys. NPS gives an assessment based on responses with a scale of 1 to 10, where customers are grouped into: promoters (9-10), passives (7-8), and detractors (0-6). The difference in the percentage of promoters and detractors, then you get the Net Promoter Score (Fred Reichheld: 2003).
... Before purchasing or consuming a product, people utilize a strong brand reputation as a guideline. As a result, consumers are more likely to trust and buy brands with a good reputation (Gul, 2014). According to Al-Muani et al. (2023), when consumers choose between multiple distinct options for purchasing a product, brand image is critical and is widely regarded as a primary external motivator. ...
Investigating the increasing prominence of influencer endorsements and customer reviews represents a crucial and compelling area of research. Influencer endorsement and customer reviews can influence a customer's purchasing interest in a product. This study aims to examine the influence of consumer reviews and influencer endorsement on the purchase intention of Avoskin products, taking into account the role of brand image as a moderator. The study involved 385 skincare enthusiast respondents in Indonesia and used a questionnaire as the data collection instrument. Employing multiple linear regression, the results showed that consumer reviews and influencer endorsement have a positive and significant effect on the purchase intention of Avoskin products. The brand image also plays an important role as a moderator in the relationship between consumer reviews, influencer endorsement, and purchase intention. These findings provide advice to Avoskin to improve product and service quality to improve brand image, and to increase consumer purchase intention through influencer support and customer reviews.
... Likewise, customer trust was also reported to affect customer loyalty directly. Aslam et al. (2018) and Hafez and Akther (2017) Other researchers also reported that customer trust affected customer loyalty in other sectors (Kishada & Wahab, 2013;Gul, 2014;Madjid, 2013;Deng et al., 2010). This research supports the latter that customer trust affects customer satisfaction. ...
The study aims to investigated of iGen customer loyalty model that effected by service quality, culture, loyalty program and trust trough customer satisfaction. Following the conceptual model, an inclusive set of hypotheses have been developed. The demanded data were collected from 663 samples using an online survey, and Structural Equation Model with Smart Partial Least Square was applied to test the model and hypotheses. The research found that service quality, culture,loyalty programs, and trust are combined to predict customer loyalty. Trust and loyalty programs exert a more powerful impact on customer loyalty than service quality and culture variables. Customer satisfaction acts as a mediator in the relationship between service quality, loyalty programs, customer trust, and customer loyalty. The results have some critical academic and professional implication for determining the model of consumer loyalty and the internet generation (iGen) in mobile communication services. The study can be used as a part model in formulating a marketing strategy operation that has a competitive advantage in the mobile communication services in Indonesia.
... Brand reputation is necessary for creating and maintaining a brand's success, and it plays a significant role in developing customer-brand relationships by fostering trust and loyalty (Veloutsou and Moutinho, 2009). Previous studies revealed that brand reputation helps customers to gain trust and enhances satisfaction and commitment (Gul, 2014;Su et al., 2016). Therefore, brand reputation significantly fosters customer-brand relationships (Veloutsou and Moutinho, 2009). ...
Purpose
Customer relationships and transforming customers into evangelists are imperative in today's world. Therefore, this study aimed to examine the influence of online brand experience (OBE) on brand evangelism (BEM) via relationship quality (trust-TRT, satisfaction-SAT, and commitment-CMT) by integrating the moderating effects of brand reputation (BR), particularly in the Vietnamese banking sector.
Design/methodology/approach
This research obtained data from 486 Vietnamese customers who routinely used online banking services. The analysis was performed using structural equation modeling.
Findings
The findings demonstrate that OBE directly/indirectly positively affects BEM via relationship quality (TRT, SAT, CMT). Likewise, this study identified relationship quality (TRT, SAT, CMT) as an important mediator. Finally, the findings demonstrate that the moderation effects of BR significantly improved relationship quality (TRT, SAT, CMT) in the banking industry.
Practical implications
This study showcases the significance of OBE in increasing brand evangelists in the financial sector. Thus, this study assists Vietnamese bank managers in creating new branding strategies to foster long-lasting customer relationships.
Originality/value
This original study contributes to the commitment-trust theory and signaling theory by examining the impact of the OBE on brand evangelism via relationship quality by considering the moderating effect of brand reputation in the Vietnamese banking sector.
... Initially, the connection between trust and loyalty in customer psychology is determined by the adequacy of faith generated. Hence, trust building is essential before examining and evaluating the extent of loyalty of customers toward products [18]. Particularly related to using AI solutions, establishing the loyalty measurement scale is crucial to developing the construction of innovation [33]. ...
... Kurumsal itibarın, bir yandan şirketlerin kurumsal değerlerinin artışına neden olurken, diğer yandan markalarının ve ürünlerinin tanınırlıklarının artmasına neden olduğu genel kabul görmektedir (Loureiro vd. 2017), (Diers-Lawson vd., 2022), (Gul, 2014). ...
Bu çalışmanın temel amacı, Sürdürülebilirlik İletişimi çalışmalarının şirket değerini oluşturan temel unsurlardan biri kabul edilen “kurumsal itibar” ile nasıl bir ilişkiye sahip olduğunu; sürdürülebilirlik konusunda çalışan sivil toplum kuruluşu uzmanlarının görüş ve algıları doğrultusunda irdelemektir. Çalışmada ayrıca, Sürdürülebilirlik İletişimi’ne dair temel özelliklerin ne olduğu; bunların Kurumsal İtibar üzerinde nasıl bir etkiye sahip olduğu; kurumsal sosyal sorumluluk ile sürdürülebilirlik iletişimi arasındaki farklar ve Sürdürülebilirlik İletişimi ile Kurumsal İtibar ilişkisi açısından, Birleşmiş Milletler Sürdürülebilir Kalkınma Amaçları’nın nasıl bir rol oynadığı incelenmiştir. Sürdürülebilirlik ile kurumsal itibar arasındaki ilişkiyi anlamaya çalışan bu araştırmada, sivil toplum uzmanlarıyla yapılan derinlemesine mülakatlar aracılığıyla gerçekleştirilen niteliksel bir araştırma yöntemi kullanılmıştır. Konunun yeniliği ve dolayısıyla halen çok fazla bilimsel araştırmaya konu edilmemiş olması dolayısıyla daha esnek bir yöntem olarak yarı yapılandırılmış görüşme tekniği benimsenmiştir. Veri kaynaklarını oluşturan bireyleri saptamak için doküman incelemesi tekniği kullanılmıştır. Bu kapsamda, sürdürülebilirlik alanında Türkiye’de 12 yıl kesintisiz biçimde yayınlanan EKOIQ dergisinin araştırma tarihine kadar yayınlanan tüm sayıları (100 sayı) taranmış; haber ve söyleşiler incelenerek, konu üzerinde çalışan sivil toplum kuruluşları ve uzmanları belirlenmiştir. Belirlenen 9 sivil toplum kuruluşundan birinde veya birkaçında 5 yıldan fazla çalışan 6 uzmanla yapılan derinlemesine mülakatlardan sağlanan veriler, betimsel analiz yöntemiyle işlenmiştir. Analiz neticesinde, Sürdürülebilirlik İletişiminin, kurumsal itibar açısından önemli bir rol oynadığı; Sürdürülebilirlik İletişiminin temel özellikleri olarak şeffaflık, sahicilik, tutarlılık ve paydaş katılımının öne çıktığı belirlenmiştir.
... Companies must comprehend the demands and preferences of consumers for the things they offer if they want to compete (Fakhrudin, 2016), including affordable prices, well-known brands, good promotions, quality, satisfying service, and product distribution channels (Brakus et al., 2009;Helgeson & Supphellen, 2004). Marketers can precisely determine what consumers' requirements and wants are (Dewi, 2013), as well as their history, by knowing how people choose items, the reasons for purchasing products, as well as the conditions under which goods and services are purchased, thereby identifying market opportunities that can be fulfilled by the product of company (Escalas et al., 2005;Gul, 2014), thus the business may satisfy customer demands, resulting in customer satisfaction (Barelds & Djikstra, 2007). The degree of one's feelings following a comparison of the performance (results) to expectations is known as satisfaction (Govers & Schoormans, 2005;Damayanti, 2015). ...
This study intends to examine the relationship between brand equity, product quality, and service quality, as well as their partial and simultaneous effects on consumer satisfaction and loyalty. Path analysis is the data processing technique employed by researchers. 100 Vespa customers served as the sample for this study's respondents. Primary data were gathered as a consequence of respondents' responses to the questionnaires that were sent out. According to the findings from the first equation, brand equity, product quality, and service quality all have a simultaneous and partial impact on customer happiness. According to the study's findings, the variables of product quality, service quality, brand equity, and customer happiness have a simultaneous and partial impact on customer loyalty based on the second equation.
... Additionally, seller reputation is an effective mechanism that reduces information asymmetry in the market to increase customers' trust ( Yahia et al., 2018 ;Shen et al., 2011 ). Thus, sellers are unwilling to damage their image by behaving opportunistically since building a positive reputation requires substantial investment and serves as a valued asset ( Kaul et al., 2015 ;Gul, 2014 ). Even if there are opportunities, any short-term benefits from untrustworthy activities may be weighed against the advantages of upholding a positive reputation. ...
Social commerce, which combines the transactional side of e-commerce with social interactions, has grown in popularity throughout the last years. Despite the fact that the issue of uncertainty in e-commerce has been extensively discussed, little is known about the mechanisms that customers of social commerce employ to lessen their perceptions of uncertainty. The role of various factors, including return policy leniency, information quality, seller popularity, seller reputation, and number of positive comments, in product uncertainty in social commerce is still little understood. Additionally, the social commerce literature indicates that more research is required on the mediating role of seller uncertainty. According to the empirical evidence from 471 customers, return policy leniency, information quality, seller popularity, seller reputation, and number of positive review comments all have significant negative effects on seller uncertainty. In addition, the results demonstrate that seller uncertainty partially mediates the relationships between these factors and customers’ perceptions of product uncertainty in social commerce. These findings reveal important implications for both practice and theory.
... Hasil penelitian ini sejalan dengan hasil penelitian yang dilakukan oleh Gul, yang menyatakan bhawa reputasi perusahaan berpengaruh terhadap loyalitas pelanggan (Gul, 2014) Gojek. ...
The purpose of this study was to determine the effect of price and company reputation on loyalty to the use of the Gojek application for students at the State University of Padang. The research method used in this research is descriptive quantitative. The population in this study were students of the State University of Padang. The number of research samples was determined using the Cochran formula as many as 100 people and selected using a non-probability sampling method with a purposive sampling technique. The data used is the type of primary data obtained through distributing questionnaires to Padang State University students with predetermined criteria. The analytical method used is multiple regression analysis using SPSS 20. The results show that (1) Price and Company Reputation have a significant effect on Customer Loyalty, (2) Price has a significant effect on Customer Loyalty, (3) Company Reputation has a significant effect on Customer Loyalty.Keywords: price, company reputation, customer loyalty
... Hu and Haddud (2017) stated that globalization and better integration between parties are the approaches to manage a high standard of CS and high competition in the market. According to Gul (2014), reputation is the major independent variable that has a significant relationship to CS, customer loyalty, and trust. This is also in congruence with the result from Huang et al. (2013) showing a positive correlation between real market share and competitive advantage measured by CS and customer loyalty. ...
Improving Customer Satisfaction (CS) is a key strategical goal for companies, especially for Small and Medium-Sized Enterprises (SMEs). The objective of this research is to find and rank the major factors supporting CS. We focus on SMEs in two emerging markets located in two countries with different geographical and supply chain environments. We test a conceptual framework that includes several factors supporting CS. The data were collected from Hungarian and Indonesian SMEs by online questionnaire. We used statistical analysis such as Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA), and Structural Equation Model (SEM) to test our model and hypothesis. Based on the survey of the top management of the SMEs, the three factors that have a significant positive effect on CS in both countries are Market Pressure (MP), Organizational Culture (OC), and Corporate Strategy (CStra). The rank order is MP followed by OC and CStra in Hungary; MP, CStra, and OC for Indonesia. Even though many scholars discussed CS, a few studies have shown the connection between CS and the successful implementation of SCM. Evaluating and ranking the supporting factors contributes to the literature and business practice of SME decision-making related to SCM.
... Çalışmanın sonucunda müşteri tatmini ve hizmet kalitesinin tekrar satın alma eğilimi üzerinde anlamlı ve olumlu etkilere sahip olduğu tespit etmiştir. Gul (2014), çalışmasında, müşteri sadakati ile firma itibarı, güven ve müşteri memnuniyeti arasındaki ilişkiyi ortaya koymayı amaçlamıştır. Analiz için gerekli veriler Pakistan'da bulunan bir banka ile çalışan 150 kişiye yapılan anketler aracılığı ile toplanmıştır. ...
Bu çalışmada, yapısal eşitlik modellemesi yaklaşımı ile kargoculuk sektöründe hizmet veren bir firmaya ait müşteri memnuniyet analizini yapmak maksadıyla bir model önerisi geliştirilmiş ve uygulaması yapılmıştır. Analiz için ihtiyaç duyulan veriler önceden hazırlanmış ve toplam iki bölüm 29 sorudan oluşan bir anket aracılığıyla toplanmıştır. Firmaya ait Ankara Bölge Müdürlüğüne bağlı illerde ikamet eden ve kargo şirketinden hizmet alan 580 müşteriye hazırlanan anket yüz yüze görüşülerek uygulanmıştır. Literatür incelenmesi ve uzman görüşüne başvurmak suretiyle 8 adet boyut belirlenmiştir. Belirlenen boyutlar müşteri memnuniyeti, iletişim, bağılık, yeterlilik, zaman yönetimi, süreç yönetimi, imaj ve hizmet sunumudur. İstatistiksel veri analizlerinden sonra doğrulayıcı faktör analizi ve yapısal eşitlik modelleri kurulmuştur. Ayrıca kurulan yapısal eşitlik modelinin standart çözümü incelendiğinde belirlenen boyutlar arasında anlamlı ve olumlu bir ilişki olduğu görülmüştür. Uygulama sonucunda her bir boyut için 100 üzerinden endeks puanı da hesaplanmıştır. Bu hesaplamaya göre boyutların yedi tanesi çok iyi bir tanesi iyi seviyede skor almıştır. Yapılan hesaplamalara göre müşteri memnuniyeti boyutu en yüksek puanı, hizmet sunumu ise en düşük puanı almıştır. TMME başarı cetveline göre en kötü puanı alan hizmet sunumu ve yedinci sırada olan imaj boyutunun geliştirilebilmesi için iyileştirme önerileri getirilmiştir.
... According to Patrick (2002), customer trust shows as attitudes, feelings, emotions, or behaviors expressed when customers believe that a provider can be trusted to perform in their best interests when they surrender direct control. According to Gul (2014), and Anderson and Srinivasan (2003), when a customer is loyal to a product or service, he trusts it. Customers lose close touch with the company and must pass on sensitive personal information, such as credit card details, to complete the purchase. ...
Purpose: This study examines Live Streaming Platforms in China for convenience, usefulness, customer trust, and customer loyalty. This study was created, analyzed, and summarized using secondary data analysis using an archival study approach to establish a research framework. Research design, data and methodology: 25 Chinese respondents employed purposive sample techniques and used an online questionnaire to collect the data, then used zoom meetings to ask respondents' opinions. After collecting data, descriptive statistics were used to explain crucial aspects. Results: The results of convenience, usefulness, trust, and loyalty can explain Livestream shopping systems' potential. Live streaming shopping connects factories, suppliers, and consumers directly. Customers can deal with suppliers, influencers, steamers, or net-idols on pricing, quality, custom needs, promotions, discounts, etc. Influencers, steamers, or net-idols entertain and give ideas for selling things while live streaming. Conclusions: The research findings have met the research objectives. This study paper's weaknesses include its China-centric focus. The research findings may only apply to China and no other countries. Download Full Text from -- http://www.assumptionjournal.au.edu/index.php/icesde/article/view/6906/3684
... Aslam et al. (2018) and Hafez and Akther (2017) revealed a significant and positive influence of customer trust on customer loyalty in Bangladesh's telecommunications industry. Other researchers also reported that customer trust affected customer loyalty in other sectors (Kishada and Wahab, 2013;Gul, 2014;Madjid, 2013;Deng et al., 2010). This research supports the latter that customer trust affects customer satisfaction. ...
The study investigates the iGen customer loyalty model that is affected by service quality, culture, loyalty program, and trust through customer satisfaction. Following the conceptual model, an inclusive set of hypotheses have been developed. The needed data were collected from 663 samples using an online survey, and Structural Equation Model with Smart Partial Least Square was applied to test the model and hypotheses. The research found that service quality, culture, loyalty programs, and trust are combined to predict customer loyalty. Trust and loyalty programs exert a more powerful impact on customer loyalty than service quality and culture variables. Customer satisfaction is a mediator between service quality, loyalty programs, customer trust, and customer loyalty. The results have some critical academic and professional implications for determining the model of consumer loyalty and the uniqueness of internet generation (iGen) in mobile communication services. The study can be used as a role model in formulating a marketing strategy management with a competitive advantage in mobile communication services in Indonesia.
... The results of this study support the findings in research conducted by Bricci et al., (2016) which show that customer trust has a direct positive effect on customer satisfaction in the distribution sector in Portugal. The results of this study are also in line with the results of Gul (2014) research which proves that the trust variable has a significant effect on satisfaction. ...
This study examines and explains how loyalty is built with Islamic relationship marketing and trust through customer satisfaction. The success of a company in getting satisfied customers will have an impact on customer loyalty. Although relationship marketing research is a popular topic, research on relationship marketing from an Islamic perspective is very limited. Relationship marketing from an Islamic perspective is interesting because it is very relevant to be practiced in today's business development. The quantitative approach used in this study, the data collection method through questionnaires with non-probability sampling techniques, the number of respondents was 76, the data analysis technique used in this study was Path Analysis. The results showed that there was a relationship between Islamic relationship marketing and trust which had a direct effect on customer satisfaction. Islamic relationship marketing and trust directly affect loyalty, and consumer satisfaction has a direct effect on loyalty. Consumer satisfaction can play a role as a mediating variable between Islamic relationship marketing and trust on loyalty.
... When internet users have trust in Internet Service Providers, they are likely to continue using other services offered by their Internet Service Provider without the need for advertising. The study of [15] was found a significant and positive relationship between trust and customer loyalty, so increment of trust enhances customer loyalty. According to [16], trust has a significant positive influence on customer loyalty. ...
The Internet has brought significant changes to individuals’ lifestyles and many aspects of society and also has an impact on economic development. Diffusion and usage of the Internet vary greatly according to the social and economic conditions of the country. During the last years, the number of subscribers of fixed broadband Internet access services has been increased for all main operators in Albania. The purpose of this study was to identify the determinants of customer loyalty to Internet service providers in Albania. The target population of this study consisted of individuals who have a fixed broadband Internet connection at their home. Data of 235 respondents were analyzed using logistic regression analysis. The results of binary logistic regression analysis indicated that network quality, price perception, and perceived value were statistically significant and positively related to customer loyalty, whereas the employment status of the respondent was statistically significant and negatively related to customer loyalty toward the Internet service provider. The findings of this study provide useful information for managers of Internet service providers to design the promotions strategies and to offer loyalty programs for building enduring loyalty with consumers.
... Here, customer satisfaction can lead to a number of important outcomes, such as the increase of customer loyalty and market reputation as well as the decrease of price volatility and future negotiations. In the same sense, as stated by Fornell in Roshana (2014), there are a lot of benefits that can be gained by industries from achieving high levels of customer satisfaction, including the increased ability to prevent customer rotation, the reduced level of customer sensitivity to inflation, the reduced fee of sales deflation, the reduced operating costs caused by an increased number of customers, the increased promotions efficacy, and the increased company credibility. Hence, customer satisfaction becomes one of important considerations that cannot be neglected in sales activities. ...
This study aims at analyzing the effect of product differentiation and brand reputation on customer satisfaction of Yamaha motorcycle products. To collect data, questionnaires were distributed to 100 respondents selected through accidental sampling method. Meanwhile, descriptive and verification testing methods were used to analyze the collected data. Besides, multiple linear regression was also used to construct the variables, namely product differentiation (X1), brand reputation (X2), and customer satisfaction (Y). As results, this study found that product differentiation and brand reputation have a significant effect on costumer satisfaction
... Additionally, this study extends Oliver's loyalty model by incorporating brand reputation as the moderator in the relationship between brand trust (conative) and brand loyalty (action). Previous studies on brand reputation had investigated its role as an independent variable rather than a moderator variable (Gul, 2014;Kuenzel & Halliday, 2010;Mahasuweerachai & Qu, 2015). Perugini and Bagozzi (2001) stated that broadening theory in a specific context enhances the researcher's understanding of the theoretical mechanism of the model and increases the prediction power of the outcome variable in the specific context. ...
Rapid advances in mobile technology with high product diversity have led to high levels of smartphone brand switching among users. Hence, customers’ brand loyalty is the key to a smartphone manufacturer’s survival in this highly competitive market. This study developed Oliver’s four-stage loyalty model by integrating major constituents of each loyalty stage with the incorporation of brand reputation as a moderator. This study adopted a cross-sectional design and collected quantitative data from 327 smartphone users in Malaysia. The results from the structural model supported the sequential process of loyalty development through cognitive (hedonic value), affective (brand satisfaction and emotional attachment), conative (brand trust), and action (smartphone brand loyalty). Contrary to expectation, cognitive (utilitarian value) has no impact on affective (brand satisfaction and emotional attachment). Further, the moderating impact of brand reputation on the linkage between conative (brand trust) and action (smartphone brand loyalty) was verified. The discussions, implications, and limitations are provided in this study.
... All social relations will not work well without trust. Gul (2014), emphasizes that trust can be expressed when customers are loyal to a product or service. Customer Trust is based on quality service, trust, corporate image, which in turn will develop a loyal customer base (Sharp & Sharp, 1997). ...
This study aims to investigate the factors considered as important by consumers of Batik fabric created by entrepreneurs in Bekasi, West Java, Indonesia, and the relation to the customer satisfaction level. This research is quantitative research where data were collected using self-administered questionnaires distributed in the Bekasi district in West Java province. To test the relationship modeling between variables, this study used Structural Equation Modeling using Amos 16.0 software. Data were collected using questionnaires which distributed to respondents targeted with the help of enumerators. The results show that innovation and perceived value can increase customer satisfaction, which then has an impact on increasing customer loyalty and trust. In other words, customer satisfaction only serves as a bridge between innovation and perceived value with customer loyalty and trust. This is because there is no direct influence between innovation and perceived value on customer loyalty. Customer loyalty is an important aspect for Batik entrepreneurs in Bekasi in developing their business. Customers are satisfied with what they get from the innovative efforts of entrepreneurs in Batik production in Bekasi. This indicates that customer satisfaction can increase customer loyalty and trust to use a particular product.
... The customer loyalty a company or product has garnered can also be determined by its levels of customer trust. Customer trust is thus considered a predictor of customer loyalty (Bibb & Kourdi, 2007;Chaudhuri & Holbrook, 2001;Gul, 2014;Hsu, 2008;Liang & Wang, 2007). Ndubisi (2007) and Taylor et al. (2004) also state that trust is an important factor in building company-customer relationships and ultimately fostering customer loyalty. ...
Companies are constantly trying to maintain customer trust and loyalty in an effort to preserve business sustainability. Implementing environmental concerns in the form of Corporate Social Responsibility (CSR) is expected to achieve both of these aims. This study aims to analyze the roles of CSR, customer trust, and customer loyalty in business sustainability. Questionnaires were filled by 10 customers from each of 100 Rural Banks spread over 9 districts/cities in Bali, Indonesia. Data analysis was performed with SmartPLS 3.3.2 software. The research found that CSR, customer trust, and customer loyalty have a significant impact on business sustainability. The results also found that customer trust and customer loyalty function as mediation in the relationship between CSR and business sustainability.
Keywords: Corporate Social Responsibility, customer trust, customer loyalty, business sustainability
Pengaruh Tanggung Jawab Sosial Perusahaan terhadap Keberlanjutan Bisnis: Mediasi Ganda
Abstrak: Perusahaan senantiasa berusaha menjaga kepercayaan dan loyalitas pelanggan dalam upaya menjaga keberlangsungan bisnis. Implementasi kepedulian lingkungan dalam bentuk Corporate Social Responsibility (CSR) diharapkan dapat mencapai kedua tujuan tersebut. Penelitian ini bertujuan untuk menganalisis peran CSR, kepercayaan pelanggan, dan loyalitas pelanggan dalam keberlanjutan bisnis. Kuesioner diisi oleh 10 nasabah dari masing-masing 100 BPR yang tersebar di 9 kabupaten/kota di Bali, Indonesia. Analisis data dilakukan dengan software SmartPLS 3.3.2. Hasil penelitian menemukan bahwa CSR, kepercayaan pelanggan, dan loyalitas pelanggan memiliki pengaruh yang signifikan terhadap keberlangsungan bisnis. Hasil penelitian juga menemukan bahwa kepercayaan pelanggan dan loyalitas pelanggan berfungsi sebagai mediasi dalam hubungan antara CSR dan keberlanjutan bisnis.
Kata kunci: Tanggung Jawab Sosial Perusahaan, kepercayaan pelanggan, loyalitas pelanggan, keberlangsungan usaha
... Moreover, a bank with a reputation of being trustworthy would have a greater incentive to institute measures to avoid losing that trust and will attempt to strengthen its position in the financial domain. A firm's mechanism of promoting trustworthy behavior is often considered as reputation [21,22]. Corporate reputation is highly significant in order to build a profitable enterprise. ...
The way of payment has changed in recent years: people have turned away from physical payment methods to virtual payment methods. The traditional banking industry is facing challenges brought by new technologies. The main purpose of this study is to investigate customer trust and loyalty transferring from physical banks to mobile payments because mobile payment platforms are a self-service technology. The goal is to create an eco-platform to facilitate transition from a cash-based economy to a cashless economy. This study is the first attempt to integrate platform management, electronic marketing (online trust and online loyalty), and relationship marketing (offline trust and offline loyalty) into one model. We theoretically and empirically take certain factors into consideration to further explore the transfer impact of physical to mobile payments, which is not discussed in literature. The SEM (structural equation modelling) analysis from the 353 respondents in this study found that trust from both the physical and mobile contexts has positively influenced loyalty. Additionally, customers’ trust and loyalty transfer from the physical to the mobile environment has had a significantly positive effect between the physical and mobile environment. Corporate reputation and structure assurance have also significantly positively affected physical trust and mobile trust, respectively. The findings also reveal that the structure assurance plays an essential role in mobile payment. Users may have certain concerns about the procedure of transactions and their personal information. Theoretical and practical implications are provided.
... If the customers receive a recommendation regarding the individuals' experiences in services, it will impact the confidence of customers in service providers because they tend to rely on recommendations given by those with previous experience to select desired services (Hidayanto et al., 2017). Also, positive recommendation construct mentioned as positive word-of-mouth in previous literatures (Aghdaie, Karimi, & Abasaltian, 2015;Gul, 2014;Molina, Martin-Consuegr, & Esteban, 2007). Anderson (1998) referred positive wordof-mouth as informal communication between customers including sharing their experiences, revealing positive impressions, and recommending to others regarding products or services. ...
This paper attempts to identify essential factors for developing private bank trust, especially in Myanmar. In this study, the research model is based on two concepts, customers' experience (service quality, customer satisfaction, bank reputation) and social behavior (social pressure, positive recommendation, traditional indifference). A quantitative research approach is used and a total of 308 customers of private banks in Myanmar participated in this research. Partially exploratory factor analysis (EFA), partially confirmatory factor analysis (CFA), and structural equation modeling (SEM) techniques are employed to analyze the collected data and formulate the results. The findings indicated that service quality is a crucial antecedent and has positive direct effects on social pressure, customer satisfaction, bank reputation, and bank trust. The results also confirmed that bank trust is positively influenced by bank reputation and positive recommendation. Further, traditional indifference has an insignificant direct effect on bank trust and customer satisfaction. An emergence of finalized research model based on the findings and results of this study is one of the contributions for future studies in similar context. In addition, this study extends the knowledge and insight for not only old private banks but also newly established private banks in Myanmar to improve and maintain their customers' trust.
... Brand reputation can provide a "buffering effect" following a service disappointment, thereby reducing the negative effects of service failure on customer satisfaction (Sarkar et al., 2015). Brand reputation has also been shown to have a significant positive relationship with customer satisfaction (Gul, 2014). More specifically, empirical evidence shows that university reputation has a positive effect on student satisfaction (Kaushal & Ali, 2020). ...
The Covid-19 pandemic has negatively impacted university students’ mental well-being and, ultimately, their ability to enroll in classes and complete their degrees. Building on the service quality framework, this research aims to address factors that may help universities increase student satisfaction and retention, and reduce student stress and negative word-of-mouth (NWOM). The results from 393 undergraduate students show that service quality and brand reputation positively impact academic satisfaction but negatively impact academic stress. Satisfaction increases students’ intention-to-stay (retention) while it reduces NWOM. Stress reduces satisfaction and students’ intention-to-stay. Results confirm that the Covid-19 pandemic increased academic stress among college students.
... Besides, brand experience is important to indicate customer satisfaction. According to Gul (2014), brand reputation is highly important for customer satisfaction as it indicates the image of the business in the customer's mind. Thus, customer satisfaction may be influenced by brand reputation. ...
Starbucks has a lot of loyal consumers from all over the world. There are some reasons that consumers tend to purchase at Starbucks. This study examines the influences of brand reputation on customer satisfaction in Starbucks, Malaysia. The study adopted a survey research design. The method of data collection in this study are internet sources and questionnaires. A total of 100 respondents participated in this survey. The data were analyzed with descriptive statistics and inferential statistics. From the findings of the study, we find out that the aspects of brand reputation influence and correlate to customer satisfaction in Starbucks, Malaysia. Besides, some recommendations for Starbucks' improvement can be obtained through the findings.
... Researchers in various industries have investigated the relationship between service quality and customer satisfaction [7,8]. Many researchers have developed their own construction and measures for B2B service quality, with PDSQ, PSQ or AUDITQUAL dimension [9,10,11]. ...
The superiority of a service is depends on the uniqueness and quality service. The service must be specifically meet customer needs and desires because the service is felt and enjoyed directly by the customer will immediately get an assessment according to the expectations. This study discusses a quality of forklift rental services. Here, a service quality variables as forming company reputation, customer satisfaction, and customer loyalty. Using causality and quantitative analysis models. All the data collected through the distribution of questionnaires to 250 forklift customers rental companies over (PT. Kianis Pratama, Indonesia) uses SEM analysis. The purpose in this study to determine service quality effect over corporate reputation, customer satisfaction, and loyalty, respectively. The results shows that a good service quality would increase the corporate reputation and customer satisfaction, a good corporate reputation would increase customer loyalty and high customer satisfaction would increase customer loyalty. It means that the better of corporate reputation has, higher of customer satisfaction and loyalty will be increase customer satisfaction in the PT. Kianis Pratama.
... These definitions imply that social interactions cannot function regularly if the trust factor is overlooked and that customers are ready to be vulnerable to another party if their trust is secured (Abdelmaaboud, Peña & Mahrous, 2020). Different literature on the relationship between customer and service provider has identified trust to be a predictor of customer satisfaction and loyalty (Gul, 2014;Jones & Afnan, 2019) because when a customer is satisfied with service and loyal to the provider, he is basically trusting it (Latif, Bunce, & Ahmad, 2021). Trust is also considered to be a stronger emotion than satisfaction because it better predicts customer loyalty (Ranaweera & Prabhu, 2003;Ismanova, 2019). ...
This study was conducted to examine the effects of student’s satisfaction on student’s trust, social identification, and loyalty amongst international students in Malaysian public higher institutions. It was conducted due to low research outputs on these variables among international students in Malaysia. A theoretical literature review was conducted, and an adapted survey of Student Loyalty Model was used to collect the data from four public universities in Malaysia, while regression analysis was performed to check for the effect of satisfaction on other variables. The findings showed that student’s trust, social identification, and loyalty can predict student’s satisfaction. International student satisfaction has a strong effect on trust (B=0.401), but a weak effect on social identification (B=0.220) and loyalty (B=0.131). The results indicated that the gaps in international students’ satisfaction can be minimized by improving the aspects of student loyalty and identification with the university through campus engagement and non-academic programs. The study also recommended carrying out further research within a larger population of students in public and private universities to compare their perceptions and to benefit from the experiences and successes of other international education destinations.
... According to the survey, the respondents believe that frequently collecting customers' reviews of current customer service improvement can increase customers' satisfaction and maintain their loyalty. From a marketing perspective, a business owner needs to manage profitable customer relationships because customer satisfaction and brand trusts are the main drivers of customer loyalty and firm profitability (Gul, 2014). The research of Vithya (2017) also indicates that there is a positive relationship between customer satisfaction, trust, and loyalty. ...
This study aims to investigate Malaysian and Indian consumers’ preferred ways of shopping, the reasons behind their choices, and problems of transactions they faced during the pandemic. Data were primarily collected through a survey distributed to 200 respondents. The study concluded that it is unlikely for online shopping to replace traditional shopping as many consumers remain value physical examination of the products prior to purchase. However, many have opted for online shopping for its various advantages. Regardless of which method of shopping, respondents face similar problems in their transactions. The findings of this study may serve as a guideline for businesses to integrate into online shopping platforms for potential future development.
This study examines the mediating role of team trust and identity variables in the relationship between the corporate social responsibility of the team and attitudinal loyalty among Iranian Premier League football fans. The relationships between variables were analyzed using variance-based structural equation modelling on the 357 valid online questionnaires submitted by Iranian football fans. The findings revealed that team social responsibility positively affects team trust, team identity, and fan attitudinal loyalty. The role of team trust and identity mediating variables between team social responsibility and fan attitudinal loyalty was also confirmed. This study empirically demonstrates the important role of CSR to football fans in observing their team. The results of this study provide compelling evidence of the significant contribution that CSR makes to football fans' perceptions of the images of their teams.
The main purpose of this study is to find out the influence of Customer Experiences on Customer Loyalty through Customer Satisfaction in visitors to the Floating Market Lembang tourist area, Bandung, West Java, assisted by the use of Experience Economy. Experience Economy has four variables, that is, Entertainment, Education, Aesthetic, and Escapist all of which are important to map customers’ tendency to prefer. Research utilizes a type of quantitative research that is descriptive. The data was supported through distribution of questionnaires to respondents with a total of 201. This study utilized statistical methods via SmartPLS 3.0. The results of this study show that except for Education, other variables have positive and significant effect on Customer Satisfaction, that is, Entertainment, Aesthetic, and Escapist. Education does not have impact on Customer Satisfaction because it is likely that customers come to Floating Market Lembang to enjoy and relax, not learn, Thus, they do not need much education aspect of this tourism area. Ultimately, Customer Satisfaction gives impact on Customer Loyalty.
This study aims to determine the effect of corporate social responsibility (CSR) on consumer satisfaction and customer loyalty toward organic food in Vietnam. The CSR content inherited (Carroll, Business Horizons 34:39–48, 1991)s perspective and was minorly modified by replacing economics responsibility by the responsibility to customers. A survey of 210 consumers of organic food is carried out through the paper based and online based. The findings conclude that CSR has a positive effect on corporate reputation, customer satisfaction, and customer loyalty. Furthermore, corporate reputation and customer satisfaction considered as mediators which then positively impact on customer loyalty. With regard to practical contribution, the study proposes a few implications for enterprises in organic food industry and policy-makers in implementing a good CSR.KeywordsCSRCustomer satisfactionCustomer loyaltyCorporate reputation
يهدف البحث الى تحديد مستوى اثر الفاعلية التنظيمية في رضا الزبائن عبر تقديم اطارفكري يتعلق بالمتغير المستقل )الفاعلية التنظيمية( والمتغير التابع )رضا الزبون( من خلال وصفي تحليلي في مجموعة مختارة من الشركات السياحية في بغداد، اذ تمثلت عينة البحث ب ) 182 ( زبونللشركات السياحية المستهدفة من البحث واعتمد البحث على الاستبانة في جمع البيانات والتعرفعلى استجابة العينة المبحوثة، وقد تم الاستناد الى عدد من الادوات الاحصائية لتحليل البياناتواختبار فرضيات البحث مثل )الوسط الحسابي، والانحراف المعياري، ومعامل الاختلاف، ومعاملالارتباط بيرسون، واختبار الانحدار الخطي البسيط(، وتوصل الى عدد من الاستنتاجات اهمهاوجود علاقة ارتباط وتأثير معنوي للفاعلية التنظيمية في تحقيق رضا الزبون، كما تبين ان مستوىاهتمام وادراك الزبائن في ابعاد رضا الزبون تدرج في المرتبة الاولى جودة الخدمة والمرتبة الثانيةمن نصيب ثقة الزبون ومن ثم سمعة العلامة التجارية، واخيراً القيمة المدركة، كما قدم البحث عددمن التوصيات بغية الافادة منها من قبل الباحثين والمختصين.
Purpose of the study: The current study aims to understand the need for developing customer loyalty with the influence of Satisfaction and trust in private label brands. Methodology: Descriptive research design was used to evaluate the developed model and test the importance of Satisfaction and trust in developing customer loyalty. The influence of trust between Satisfaction and customer loyalty was tested using the Baron Method of mediation and validated using the Sobel test for mediation. The research included 92 respondents from Peshawar city using the snowball sampling method. The study used simple linear regression analysis to find the influence of variables on each other. Main Findings: The results found that Satisfaction positively and significantly influences customer loyalty. In addition, the outcomes indicated that trust partially mediates the association between Satisfaction and trust. Applications of the study: The managers/retailers can work on developing trust among the customers for their private label brands. The strategies can be created for the same by incorporating the output of Satisfaction to gain customers' loyalty. Trust can be an added advantage for any business, and Satisfaction is reddened to the customers through products and services. Novelty/Originality of the study: This is the first study that has measured customer satisfaction and customer loyalty with the mediating role of trust with such rich variables in a developing economy like Pakistan.
There has been much literature in consumer satisfaction and dissatisfaction in last decade. Consumer satisfaction/dissatisfaction is always judged in relation to a standard (olender, 1977).the marketing and consumer behavior literature has always suggested that C/D is a relative concept. In the beginning of the literature of consumer behavior lots of theories with various standard were developed to explain consumer satisfaction and dissatisfaction. it is sometimes unclear which model is best applicable and is suited for a particular situation. In this research paper an effort has been made in comparing different models of consumer S/D that have been developed in recent literature. Some important theories underlying each model and their characteristics are critically analyzed. Main developments in the models applicability of each model in different situation strength and weakness of each model are analyzed and discussed in this paper.
China is one of the foremost online markets owing to the rising popularity of online shopping, and being the most populated country in the world, it is expected to develop into the largest market in the foreseeable future. India is not far behind. To conduct business online, website quality (WQ) has been regarded as a significant step. Henceforth, for WQ, along with analysis, several discussions have been dedicated. System quality (SQ), information quality (IQ), service quality, and website design are the WQ's strongest elements. Customer satisfaction (CS) is directly and positively affected by WQ. Similarly, CS has a direct and positive effect on purchase intentions (PIs). This effect is mediated significantly by CS with the existence of WQ's effect on PIs. Consequently, CS, WQ, and hypotheses, together with the research methodology, have been reviewed here. Website accuracy, along with consistency, is also explained here.
Nestle is a globally recognized brand with a large following of dedicated customers because of its variety of products that captivate everyone who consumes it. This study aims to examine the correlation between customer satisfaction on Nestle’s fame and fortune. Nestle may have issues regarding their customer satisfaction which is affecting the company’s development. Therefore, this case study tries to show and analyze how Nestle meets customer satisfaction while improving its products. A survey has been carried out to obtain new, valid, and accurate data. A total of 100 respondents participated in this survey. Besides, secondary data for this study was acquired from a variety of resources such as websites, journals, and articles in order to gain a deeper understanding. The findings indicate that customer satisfaction influences the fame of Nestle. The findings also provide recommendations to enhance the opportunity of improving Nestle’s customer satisfaction and suggestions for future development.
The research aims to know how brand image, trust and product quality toward loyalty of consumer. Design research using quantitative assosiatif. The sample uses a judmental sampling as much as 145 mie sedaap instan consumer respondents in West Jakarta. Data analysis using structural equation modelling with Partial Least Square (PLS) version 3.2.8. the results showed that the brand image is positive and significant effect toward consumer loyalty mie sedaap instan, trust has a positive and significant toward consumer loyalty mie sedaap instan and quality product effect positively and significantly to consumer loyalty mie sedaap instan.
The entry of private sector banks in the Indian market has compelled all the banks to determine the drivers of customer satisfaction (CS). This research aims to assess the drivers of CS and its implications in the Indian retail banking (IRB) sector. The top six Indian private sector banks were chosen according to market capitalization. A standardized questionnaire was used to gather responses from IRB customers and then evaluated using structural equation modelling (SEM). Five factors of CS are identified in the study, viz. effective complaint handling (ECH), service convenience (SC), perceived fairness (PF), perceived market performance (PMP) and relationship commitment (RC). The results unveil that SC and RC have a strong positive influence on CS, which further augments customer word of mouth (WoM) and repurchase intention (RI). In addition, bank reputation (BR) moderates the model’s relationship between CS and its consequences. Considering only private sector banks may limit the generalization of findings to a certain extent. The study presents vital enablers that escalate CS and might help bank professionals to identify thrust areas. There is a shortage of research on ‘BR’ and ‘RC’ in India’s context of the banking sector. Therefore, the research adds to the current literature by including the components mentioned above and other essential determinants and consequences. Furthermore, the study accentuates the complexities of relationships among the determinants and consequences of CS through a meticulous conceptual model of an IRB sector.
Organizations always look forward to long lasting success. For long lasting benefits and greater returns, organizations continuously try to satisfy their customers in order to retain them and get their future repurchase intentions. Future repurchase intentions of customers are outcomes of various organizational efforts. As such, one of the most important determinants of customer repurchase intentions discussed by researchers is offering, competitively, the best service quality to customers. All organizations offer the best possible service to their customers in order to retain them and create positive repurchase intentions in the future. This study aims to study the impact of service quality on customer repurchase intentions. Satisfaction is a variable which is an outcome of better service quality, and in return, it gives customers the zeal to stay with the service provider and creates greater repurchase intentions for the customers. So, satisfaction is considered as a mediating variable in the study. The study is conducted in the telecom sector (only cellular companies) of Pakistan. Service quality is measured using Parasuraman et al. (1988) SERVQUAL model containing 5 dimensions of service quality (tangibles, responsiveness, empathy, assurance and reliability). Nonetheless, the relationship of service quality with customer repurchase intentions is also studied. The data were collected from 331 young mobile users, and as such, correlation and regression analysis were used to analyze the data. However, results and discussion are presented.
The rationale of this paper is to explore the factors that influence customer loyalty of BSNL mobile customers. The samples were collected from 100 consumers who have BSNL mobile services in Jaipur city. BSNL being the pioneer in mobile sector still have a strong customer base, but over the past few years a steady thinning is happening in the customer base. The paper investigates the reasons behind the hard core customer loyalty even in an environment with high quality alternatives. The results indicated that network quality, customer service along with value added services provided by BSNL enhanced the loyalty of the customers. It is recommended that the BSNL mobile services enterprises should work on its problems related to servers. This will further strengthen the customer satisfaction and loyalty. The findings indicate that telecommunication service providers should look beyond price wars to keep their customers satisfied and loyal. The paper is an attempt to analyze the variables that influence the perception of the mobile phone users to remain loyal to their existing service providers that is, why they are loyal to the company.
Commitment is an essential part of successful long-term relationships. Whereas commitments by both parties in an exchange can provide the foundation for development of relational social norms, disproportionate commitments can lead to opportunism by the less committed partner. The authors study the effect of the credibility and proportionality of commitment inputs in an exchange upon the development of relational social norms, opportunism, and long-term commitment intentions. They also investigate longitudinal effects of the credibility of long-term commitment intentions, relational social norms, and opportunism in one time period on commitment inputs and long-term commitment intentions in later periods. Data gathered from a behavioral simulation suggest that (1) the credibility of commitment inputs in exchange is positively related to the development of relational social norms, (2) and is positively related to long-term commitment intentions in the same time period, (3) relational social norms may be undermined by opportunistic conduct, and (4) the presence of relational social norms in one time period is positively related to commitment inputs and long-term commitment intentions in later periods.
Recent research in information economics has focused on signals as mechanisms to solve problems that arise under asymmetric information. A firm or individual credibly communicates the level of some unobservable element in a transaction by providing an observable signal. When applied to conveying product quality information, this issue is of particular interest to the discipline of marketing. In this article, the authors focus on the ways a firm may signal the unobservable quality of its products through several marketing-mix variables. The authors develop a typoloqy that classifies signals and discuss the available empirical evidence on the signaling properties of several marketing variables. They consider managerial implications of signaling and outline an agenda for future empirical research.
Although researchers and managers pay increasing attention to customer value, satisfaction, loyalty, and switching costs,
not much is known about their interrelationships. Prior research has examined the relationships within subsets of these constructs,
mainly in the business-to-consumer (B2C) environment. The authors extend prior research by developing a conceptual framework
linking all of these constructs in a business-to-business (B2B) service setting. On the basis of the cognition-affect-behavior
model, the authors hypothesize that customer satisfaction mediates the relationship between customer value and customer loyalty,
and that customer satisfaction and loyalty have significant reciprocal effects on each other. Furthermore, the potential interaction
effect of satisfaction and switching costs, and the quadratic effect of satisfaction, on loyalty are explored. The authors
test the hypotheses on data obtained from a courier service provider in a B2B context. The results support most of the hypotheses
and, in particular, confirm the mediating role of customer satisfaction.
Several theories of relationship marketing propose that customers vary in their relationships with a firm on a continuum from transactional to highly relational bonds. Few empirical studies have segmented the customer base of an organization into low and high relational groups to assess how evaluations vary for these groups. Using structural equation analysis, the authors analyze the relationships of satisfaction, trust, and commitment to component satisfaction attitudes and future intentions for the customers of a New York off-Broadway repertory theater company. For the low relational customers (individual ticket buyers and occasional subscribers), overall satisfaction is the primary mediating construct between the component attitudes and future intentions. For the high relational customers (consistent subscribers), trust and commitment, rather than satisfaction, are the mediators between component attitudes and future intentions.
Discusses the nature and sometimes negative consequences of the dominating marketing paradigm of today, marketing mix management, and furthermore discusses how modern research into, for example, industrial marketing and services marketing as well as customer relationship economics shows that another approach to marketing is required. This development is supported by evolving trends in business, such as strategic partnerships, alliances and networks. Suggests relationship marketing, based on relationship building and management, as one emerging new marketing paradigm of the future. Concludes that the simplicity of the marketing mix paradigm, with its Four P model, has become a strait-jacket, fostering toolbox thinking rather than an awareness that marketing is a multi-faceted social process, and notes that marketing theory and customers are the victims of today’s mainstream marketing thinking.
The desire to establish long‐term customer relationships has led companies to consider normative as well as outcome related aspects of relationship development. Much of the research undertaken in this field has focused upon such activity in business‐to‐business markets. The current study sought to examine these issues, from the consumer perspective, in relation to approaches made by firms using direct marketing techniques, specifically direct mail. Empirical assessment was made of a sample of consumers in relation to their receptivity to product and service offerings from firms, and the effects of commitment, trust and privacy concerns upon this receptivity. In conclusion, some implications for marketing practice in developing customer relationships in direct marketing environments are discussed.
Numbers of researches have been conducted to investigate interrelationship among corporate sustainability, corporate social responsibility and consumer purchase intentions. However conflicting results were found regarding effects of corporate social responsibility on consumer behavior. This research has investigated the effects of product/service quality and consumer satisfaction along with corporate social responsibility actions on consumer purchase intentions and further on consumer loyalty. This was an exploratory research based on primary and secondary data with some experimentation to manipulate respondents' attitude towards organization and its corporate social responsibility actions. The primary data has been collected from university students, whereas secondary data was collected from newspapers and website of corporation. The data has been analyzed using structural equation modeling through AMOS 7.0 version. The study found no relationship between awareness of corporate social responsibility activities and consumer purchase intention. However significant relationship was observed between service quality and customer satisfaction. Moreover the study noted no relationship between consumer satisfaction and purchase intentions and purchase intention and consumer retention for cellular industry of Pakistan. The findings of this study are important for corporations and future researchers on corporate social responsibility and consumer behavior.
Services marketing strategy focuses on delivering processes, experiences, and intangibles – rather than physical goods and discrete transactions – to customers. Delivering experiences successfully and building customer relationships are complicated undertakings involving many different strategies and tactics. Successful services marketing strategy also involves integrating a focus on the customer throughout the firm and across all functions. All company functions – marketing, selling, human resources, operations, and R&D – must work together to create effective services marketing strategy. Although companies have often found it difficult to attack service problems in an organized manner, a well-established model called the gaps model provides a framework for focusing on the customer and describes the approaches necessary to close the gap between customer expectations and perceptions. This article discusses services marketing strategy in the context of the gaps model, demonstrating that closing the all-important customer gap is a function of closing four gaps on the service provider side: the listening gap, the service design and standards gap, the performance gap, and the communication gap.
Keywords:
services marketing strategy;
gaps model of service quality;
service excellence
A model of customer complaint management is developed in terms of defensive marketing strategy. Based on an explicit microfoundation, firms' incentives to manage complaints are analyzed. In the context of a monopoly and homogeneous oligopoly, we discuss the optimal levels of customer compensation and effort and characterize industries where complaint management is likely to be used. We then examine a differentiated oligopoly and find an explicit formula for the market share gains associated with complaint management. This is illustrated in an example with real data. We finally consider the trade-off between defensive strategy in the form of complaint management and various offensive marketing tools such as advertising and pricing.
textlessptextgreaterThe authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review suggests that the current operationalization of service quality confounds satisfaction and attitude. Hence, the authors test (1) an alternative method of operationalizing perceived service quality and (2) the significance of the relationships between service quality, consumer satisfaction, and purchase intentions. The results suggest that (1) a performance-based measure of service quality may be an improved means of measuring the service quality construct, (2) service quality is an antecedent of consumer satisfaction, (3) consumer satisfaction has a significant effect on purchase intentions, and (4) service quality has less effect on purchase intentions than does consumer satisfaction. Implications for managers and future research are discussed.
Commitment in channel relationships is modeled as a function of (1) each party's perception of the other party's commitment, (2) self-reported and perceived pledges (idiosyncratic investments and contractual terms) made by each party, and (3) other factors such as communication level, reputation, and relationship history. A dyadic model represented by a simultaneous equation system is estimated with data from 378 pairs of manufacturers and industrial distributors. The results indicate that one type of pledge, idiosyncratic investments, has a strong effect on the commitment of both parties to the relationship. In addition, each party's commitment is affected by the perceived commitment of the other party. Finally, idiosyncratic investments signal commitment, affecting each party's perceptions of the other party's commitment.
Commitment is an essential part of successful long-term relationships. Whereas commitments by both parties in an exchange can provide the foundation for development of relational social norms, disproportionate commitments can lead to opportunism by the less committed partner. The authors study the effect of the credibility and proportionality of commitment inputs in an exchange upon the development of relational social norms, opportunism, and long-term commitment intentions. They also investigate longitudinal effects of the credibility of long-term commitment intentions, relational social norms, and opportunism in one time period on commitment inputs and long-term commitment intentions in later periods. Data gathered from a behavioral simulation suggest that (1) the credibility of commitment inputs in exchange is positively related to the development of relational social norms, (2) and is positively related to long-term commitment intentions in the same time period, (3) relational social norms may be undermined by opportunistic conduct, and (4) the presence of relational social norms in one time period is positively related to commitment inputs and long-term commitment intentions in later periods.
The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. The authors discuss the nature and purpose of ACSI and explain the theory underlying the ACSI model, the nation-wide survey methodology used to collect the data, and the econometric approach employed to estimate the indices. They also illustrate the use of ACSI in conducting benchmarking studies, both cross-sectionally and over time. The authors find customer satisfaction to be greater for goods than for services and, in turn, greater for services than for government agencies, as well as find cause for concern in the observation that customer satisfaction in the United States is declining, primarily because of decreasing satisfaction with services. The authors estimate the model for the seven major economic sectors for which data are collected. Highlights of the findings include that (1) customization is more important than reliability in determining customer satisfaction, (2) customer expectations play a greater role in sectors in which variance in production and consumption is relatively low, and (3) customer satisfaction is more quality-driven than value- or price-driven. The authors conclude with a discussion of the implications of ACSI for public policymakers, managers, consumers, and marketing in general.
The authors integrate theory developed in several disciplines to determine five cognitive processes through which industrial buyers can develop trust of a supplier firm and its salesperson. These processes provide a theoretical framework used to identify antecedents of trust. The authors also examine the impact of supplier firm and salesperson trust on a buying firm's current supplier choice and future purchase intentions. The theoretical model is tested on data collected from more than 200 purchasing managers. The authors find that several variables influence the development of supplier firm and salesperson trust. Trust of the supplier firm and trust of the salesperson (operating indirectly through supplier firm trust) influence a buyer's anticipated future interaction with the supplier. However, after controlling for previous experience and supplier performance, neither trust of the selling firm nor its salesperson influence the current supplier selection decision.
A Relationship Drivers Model is developed to capture key motivations as to why customers engage in marketing relationships. The framework of the model contends that firms should simultaneously strive to offer economic, social, and resource driver variables to its customers. Structural equation modeling is used to test the model across three different customer relationship levels in two business-to-consumer settings—customers belonging to a national upscale department store (n = 2,576) and customers of a national restaurant chain (n = 639). The findings can be instructional for helping identify how firms can blend various marketing sources to secure more committed customer relationships.
Although brand theorists suggest that what a person knows about a company (i. e., corporate associations) can influence perceptions of the company's products, little systematic research on these effects exists. The authors examine the effects of two general types of corporate associations on product responses: One focuses on the company's capabilities for producing products, that is, corporate ability (CA) associations, and the other focuses on the company's perceived social responsibility, that is, corporate social responsibility (CSR) associations. The results of three studies, including one that measures respondents' CA and CSR associations for well-known companies and one that uses consumers recruited in a shopping mall, demonstrate that (1) what consumers know about a company can influence their beliefs about and attitudes toward new products manufactured by that company, (2) CA and CSR associations may have different effects on consumer responses to products, and (3) products of companies with negative associations are not always destined to receive negative responses. The authors conclude by discussing the implications of these findings for marketing managers and further research.
Service industry is totally reliable upon customer satisfaction because its first stage is to catch the customers and the final achievement is the loyal customer; but this is not enough because there are many things that lie between customer satisfaction and customer loyalty. So this study focuses on it and the major element involved like trust. This research is an attempt to explore the customer's behavior that how much they become loyal when satisfied and also to look into the pros and cons of the telecom sector boom in Pakistan.
With the rapid development of mobile technology and large usage rates of mobile phones, mobile instant message (MIM) services have been widely adopted in China. Although previous studies on the adoption of mobile services are quite extensive, few focus on customer satisfaction and loyalty to MIM in China. In this study, we examine the determinants of customer satisfaction and loyalty. The findings confirm that trust, perceived service quality, perceived customer value, including functional value and emotional value, contribute to generating customer satisfaction with MIM. The results also show that trust, customer satisfaction and switching cost directly enhance customer loyalty. Additionally, this study finds that age, gender, and usage time have moderating effects. Finally, implications for the marketing of MIM are discussed.
This study focuses on how a salesperson's ethical and unethical sales behaviour can build or deplete both customer trust in the salesperson and in the company, which in turn influences customer loyalty in the life insurance industry. The main findings of this study show that the salesperson's ethical sales behaviour does play a crucial role in winning customer loyalty through customer trust. Moreover, there exists a reciprocal relationship between customer trust in the salesperson and customer trust in the company, with the latter having a stronger impact on the former than the other way around. Finally, customer trust in the company exerts more influence on customer loyalty than does customer trust in the salesperson, which has implications for the life insurance industry.
In this article the ideas behind the European Customer Satisfaction Index are introduced. The methodology is explained and various methods of estimation are discussed. The practical use of the index is shown on a data set collected for Post Denmark and the results for both the private and the business-to-business markets are shown. Special emphasis is put on the idea of combining the generic measurement of customer satisfaction with specific measurements chosen specifically for Post Denmark. Various ways of approaching this problem are discussed and a number of suggestions are given.
How does corporate reputation influence customer behavioral intentions? This article proposes a model with customer trust, customer identification and customer commitment as the key intervening factors between corporate reputation and customer purchase intention and willingness to pay a price premium. We test the model by using data from 351 customers of three Chinese B2B service firms. Results indicate that corporate reputation has positive influence on both customer trust and customer identification. Customer commitment mediates the relationships between the two relational constructs (customer trust and customer identification) and behavioral intentions. Customer identification and customer commitment relate closely, but they are distinct constructs in the B2B setting.
Customer loyalty is viewed as the strength of the relationship between an individual’s relative attitude and repeat patronage.
The relationship is seen as mediated by social norms and situational factors. Cognitive, affective, and conative antecedents
of relative attitude are identified as contributing to loyalty, along with motivational, perceptual, and behavioral consequences.
Implications for research and for the management of loyalty are derived.
Commitment in channel relationships is modeled as a function of (1) each party's perception of the other party's commitment, (2) self-reported and perceived pledges (idiosyncratic investments and contractual terms) made by each party, and (3) other factors such as communication level, reputation, and relationship history. A dyadic model represented by a simultaneous equation system is estimated with data from 378 pairs of manufacturers and industrial distributors. The results indicate that one type of pledge, idiosyncratic investments, has a strong effect on the commitment of both parties to the relationship. In addition, each party's commitment is affected by the perceived commitment of the other party. Finally, idiosyncratic investments signal commitment, affecting each party's perceptions of the other party's commitment.
On the basis of empirical research carried out in the retail banking market, this paper proposes a structural equations model enabling us to reach the conclusions that satisfaction together with personal switching costs are antecedents leading directly to customer loyalty, with the former exerting the greatest influence; and perceived quality is a consequence of satisfaction. At the same time, the paper shows that the degree of elaboration in the bank selection process does not have a moderating influence on the causal relationships between satisfaction/switching costs and customer loyalty.
The growing number of academic studies on customer satisfaction and the mixed findings they report complicate efforts among managers and academics to identify the antecedents to, and outcomes of, businesses having more-versus less-satisfied customers. These mixed findings and the growing emphasis by managers on having satisfied customers point to the value of empirically synthesizing the evidence on customer satisfaction to assess current knowledge. To this end, the authors conduct a meta-analysis of the reported findings on customer satisfaction. They document that equity and disconfirmation are most strongly related to customer satisfaction on average. They also find that measurement and method factors that characterize the research often moderate relationship strength between satisfaction and its antecedents and outcomes. The authors discuss the implications surrounding these effects and offer several directions for future research.
A model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation. Satisfaction, in turn, is believed to influence attitude change and purchase intention. Results from a two-stage field study support the scheme for consumers and nonconsumers of a flu inoculation.
The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. The authors discuss the nature and purpose of ACSI and explain the theory underlying the ACSI model, the nation-wide survey methodology used to collect the data, and the econometric approach employed to estimate the indices. They also illustrate the use of ACSI in conducting benchmarking studies, both cross-sectionally and over time. The authors find customer satisfaction to be greater for goods than for services and, in turn, greater for services than for government agencies, as well as find cause for concern in the observation that customer satisfaction in the United States is declining, primarily because of decreasing satisfaction with services. The authors estimate the model for the seven major economic sectors for which data are collected. Highlights of the findings include that (1) customization is more important than reliability in determining customer satisfaction, (2) customer expectations play a greater role in sectors in which variance in production and consumption is relatively low, and (3) customer satisfaction is more quality-driven than value-or price-driven. The authors conclude with a discussion of the implications of ACSI for public policymakers, managers, consumers, and marketing in general.
The authors examine two aspects of brand loyalty, purchase loyalty and attitudinal loyalty, as linking variables in the chain of effects from brand trust and brand affect to brand performance (market share and relative price). The model includes product-level, category-related controls (hedonic value and utilitarian value) and brand-level controls (brand differentiation and share of voice). The authors compile an aggregate data set for 107 brands from three separate surveys of consumers and brand managers. The results indicate that when the product- and brand-level variables are controlled for, brand trust and brand affect combine to determine purchase loyalty and attitudinal loyalty. Purchase loyalty, in turn, leads to greater market share, and attitudinal loyalty leads to a higher relative price for the brand. The authors discuss the managerial implications of these results.
An experimental study was conducted to investigate Hong Kong consumers' evaluation process in an airline crisis. Three hundred and eighty-five participants (123 men, 227 women, and 35 unidentified) participated in a 2 (causal attribution: internal and external) × 6 (crisis response: shifting the blame, minimization, no comment, compensation, corrective action, and apology) × 2 (crisis severity: severe and extremely severe) between-subject experimental design. Participants were measured on (a) perceived organizational responsibility for crisis, (b) impression toward the organization, (c) degree of trust in the organization, and (d) purchase intention. A path model depicting Hong Kong consumers' evaluation process in organizational crisis was derived. Theoretical and practical implications of the findings were discussed.
Corporate reputation has attracted interest from a wide range of academic disciplines. It is also a growing focus for business and media attention. This paper examines the construct of corporate reputation, first by untangling the terminological problems that have been caused by the interdisciplinary nature of much of the earlier work in the area. The construct of reputation and the allied constructs of image and identity are each reviewed. A structure is proposed in which the three constructs can be seen as labelling different but allied concepts. I then move on to consider how reputation has been measured. The paper uncovers considerable confusion in the use of what might appear to be basic terms and links this to a subsequent lack of grounded measurement tools in the sector, until relatively recently. With a clearer understanding of the construct of corporate reputation and the allied constructs of image and identity, researchers are now well placed to test the relationships widely claimed by practitioners between corporate reputation and other variables such as commercial performance and employee and customer satisfaction. The review ends by illustrating some of the issues that can be assessed from the basis of a clearer conceptualization of reputation and its measurement.
We investigate the relationship between a firm's reputation and financial performance. Our results challenge the conventional wisdom since we find that corporate reputation does not impact firm value (the market to book value of equity) whereas corporate financial performance improves corporate reputation. The policy implication of the findings is that the relation between reputation and performance is not as straightforward as argued in the literature. We do not question that reputation is vital for the survival of the firm in the long run, but argue that it may influence stock market performance via profitability and growth rather than having a direct impact on the stock markets. If management is concerned with enhancing shareholder value, it should be concerned with the business impact of corporate reputation. Moreover, if management is concerned with the firm's image, maximizing shareholder value is not a bad start.
Different theoretical approaches highlight the growing relevance of corporate reputation as strategic factor. Among these
approaches the arguments of the Resource-Based View are special worthwhile (Grant, 1991, California Management Review 33(3), 114–135; Barney, 1999, Sloan Management Review Spring, 137–145). Nevertheless, this topic poses several methodological problems (Barney etal., 2001), as the unavailability
to identify and measure this organizational factor, that is “socially complex” and intangible in its nature. In this work,
using the findings of our empirical research on Spanish biotechnology firms, we carry out an identification and measurement
of corporate reputation, highlighting its two key components: “business reputation” and “social reputation”.
Previous research has found that trust is positively related to commitment in buyer-seller relationships. However, the validity of this finding is questionable because trust has been operationalized in many different ways. For example, prior research has not distinguished among levels of trust (interpersonal or organizational trust) and dimensions or motives of trust (credibility or benevolence). In this study, we distinguish among the levels and dimensions of trust. The results indicate that trust in a sales representative (interpersonal credibility) is more strongly related to commitment than trust in an organization (organizational credibility). In contrast, trust based on organizational benevolence is a stronger predictor of commitment than interpersonal benevolence.