Service Loyalty Research Articles

Analysis of Factors Affecting Customer Loyalty and Acquisition in Sociopreneurship-Based Cleaning Services

The competitive landscape necessitates that startups have competitive strategies to attract consumers and retain customers. Startups need to realize sustainable business practices where companies cannot solely focus on profit but also implement sustainable business concepts that consider social and economic dimensions. Various digital platforms can be utilized by companies to publicize their business activities. One such startup that applies this strategy is Cleansheet, a sociopreneurship in the field of cleaning service based on empowerment. The research was conducted in Bogor from January to March 2024 through interviews and the distribution of questionnaires to 285 respondents. The results of the SEM analysis show that Cleansheet's customer acquisition is significantly influenced by digital marketing, customer loyalty, and sustainability perception. Meanwhile, customer loyalty is significantly influenced by customer satisfaction, sustainability perception, digital marketing, and service quality. Regarding the indirect effect, customer satisfaction significantly acts as a mediating variable in the partial influence of digital marketing and service quality on customer loyalty.

Branch-and-Price for the Capacitated Autonomous Vehicle Assisted Delivery Problem

In recent years, the exponential growth of package volumes has posed significant challenges for logistics networks, particularly in the realm of last-mile delivery. To mitigate costs while upholding service and delivery commitments, companies are increasingly investigating autonomous assisted delivery as a viable solution. In this paper, we study the Capacitated Autonomous Vehicle Assisted Delivery Problem, where an autonomous vehicle works in conjunction with a delivery person. The autonomous vehicle drops off the delivery person at designated locations, and the delivery person completes the deliveries (with a capacity constraint) on foot to the final addresses. Once the deliveries are completed, the vehicle picks up the delivery person and travels to the next reloading point. The goal is to decide on a route to serve all customers while minimizing the route completion time. We introduce an integer programming formulation with exponentially many variables and develop a branch-and-price approach. For generating promising columns, we present a tailored pulse algorithm to solve the pricing problem. Furthermore, by leveraging the structural properties of optimal solutions, we carefully design algorithmic enhancements, valid inequalities, and preprocessing steps to improve computational tractability. By conducting computational experiments based on instances derived from real-world data, we demonstrate the positive impact of these components. More importantly, we provide optimal certificates for 426 out of the 450 instances documented in the literature. Among the 100 instances in which driving could be slower than walking, we report solutions for the 40 largest instances for the first time. History: Accepted by David Alderson, Area Editor for Network Optimization. Supplemental Material: The software that supports the findings of this study is available within the paper and its Supplemental Information ( https://pubsonline.informs.org/doi/suppl/10.1287/ijoc.2023.0177 ) as well as from the IJOC GitHub software repository ( https://github.com/INFORMSJoC/2023.0177 ). The complete IJOC Software and Data Repository is available at https://informsjoc.github.io/ .

Unveiling the Nexus: Elevating marketing strategies for enhancing satisfaction and loyalty in elderly health care services

The study aimed to examine whether there is an association of marketing mix, and perception with customer’s satisfaction, and loyalty among elderly people. A total of 400 participants were included in the study. The study population comprised individuals aged 65 years and above from Assam, India including both males and females. Participants were primarily selected from residential homes, old age homes, and various common gathering places such as parks, shops, Namghar (a holy place), and community halls. The study indicated a significant correlation between the dimensions of the marketing mix, perception, satisfaction, and loyalty. Moreover, the findings from the linear regression analysis, revealed customer satisfaction towards the marketing of healthcare services can be attributed to product, price, place, process, and physical evidence (7 P’s) and customer perception (R2=.54; .53 respectively). Additionally, customer loyalty towards the marketing of healthcare services is influenced by product and price (7P’s), and customer perception (R2=.54; .2 respectively). This study contributes to understanding the overlooked aspect of marketing to the elderly population, providing valuable insights for healthcare companies to develop improved marketing strategies. Hence, irrespective of the organization's size, type, or location, whether it's a startup or an established entity, privately owned or government-operated, local or global, the role of business managers is vital in making informed decisions and establishing strategic priorities to allocate resources efficiently in order to meet evolving customer demands and achieve business success. As a result, commercial enterprises need to develop tools, concepts, and strategies to effectively navigate the dynamic and unpredictable marketing landscape.

‘Social work transformed me’: narratives of fulfillment and lessons learned of retired social workers on their practice experience

ABSTRACT This study explores the retired Bicolano social workers’ practice experiences and wisdom, emphasising their significant contributions, fulfilment, and valuable lessons. Employing a qualitative approach, the researchers utilised in-depth interviews and thematic analysis to meet its objectives. The participants’ contributions to their practice include innovating systems for better service delivery, sustaining commitment and sense of service amidst complexities, and empowering co-workers through meaningful engagement and knowledge transfer. In terms of fulfilment, the participants experienced deepening self-awareness through service, preserving and demonstrating professional values and principles, and practicing self-care for sustained professional commitment. Additionally, the participants’ valuable lessons include capitalising on the ‘oragon’ spirit, embracing individual growth and transformations, and diversifying and strengthening social work competencies. The findings may serve as guiding principles for present and aspiring social workers, motivating them to approach their work with creativity, consciousness, and competence to make a lasting impact on individuals and society.

MHealth interventions to improve public knowledge of HPV-associated oropharyngeal cancer in the UK

In the United Kingdom (UK), the current prevalence rates of oropharyngeal cancer linked to human papillomavirus (HPV) are 6.29% and 2.04% in men and women, respectively. Over the years, the burden of this disease has increased in the UK, and this is mainly due to the rising prevalence of HPV infection in the UK. Research evidence has shown that over 70% of oropharyngeal cancers in the UK are linked to HPV. Oral sex is the major route of transmission of HPV, and over 63% of UK young adults are found to have a positive history of oral sex practice. However, only a minority of the UK population are aware of HPV-associated oropharyngeal cancer; this therefore calls for more public health efforts to increase awareness and knowledge on HPV-associated oropharyngeal cancer in the UK. While the use of technology-based, clinic-based, and community-based interventions have been employed to improve public awareness and knowledge on the role of HPV-associated oropharyngeal cancer, mobile health (mhealth) interventions have not been seriously explored despite existing robust evidence on the effective roles of mhealth in improving awareness and knowledge in diverse diseases. This article therefore calls for the adoption and use of mhealth interventions in educating the UK’s population on HPV-associated oropharyngeal cancer. The use of mhealth interventions in this regard is highly viable as its implementation closely aligns with the country’s National Health Service (NHS) commitment towards the digital transformation of the UK’s healthcare system.

Application of SERVQUAL Model to Gauge Relationship between Service Commitment, Trust, and Price Fairness to Customers Loyalty: Empirical Evidence of Telecommunication Users in Nepal

Background: The service sector, a significant contributor to global GDP, is increasingly focused on innovation, particularly in the telecom industry. Despite its importance, research on how service commitment, service trust, and price fairness affect customer loyalty within Nepal’s telecommunications sector remains limited. Objective: This study aims to investigate the impact of service commitment, service trust, and price fairness on customer loyalty in the mobile telecom sector in Kathmandu Valley. It seeks to apply the SERVQUAL model to assess how these factors influence customer retention and satisfaction. Method: An explanatory research design was employed using a quantitative approach. Data were collected through a structured questionnaire from 404 telecom users selected via purposive sampling. The analysis was conducted using structural equation modeling (SEM) with confirmatory factor analysis and path analysis, employing software tools such as KOBO Toolbox and AMOS to examine the relationships among variables. Result: The findings indicate that service commitment, service trust, and price fairness significantly impact customer loyalty. Service trust and price fairness were found to have a positive and significant effect on loyalty, with price fairness exhibiting a partial mediating role between service commitment and customer loyalty. The study also highlights that telecom firms’ ability to enhance customer satisfaction is closely linked to their service innovation and commitment. Conclusion: The research underscores the importance of service commitment, trust, and price fairness in fostering customer loyalty within Nepal’s telecom sector. Telecom service providers are encouraged to focus on these areas to improve service quality and customer retention. The study offers valuable insights for enhancing customer satisfaction and achieving long-term loyalty in the telecommunications industry. Paper Types: Research Paper Keywords: Telecommunication Service; Commitment; Service Trust; Price Fairness; Customer Loyalty; SERVQUAL model; Structure Equation Model. JEL Classification: D12, L86, L96, M31

Kazna zatvora u Srbiji – trendovi i odlike zatvoreničke populacije

The rate of persons deprived of liberty in Serbia has been increasing since 2006 and during the last decade this rate has been approximately 150. The data of the Council of Europe for the year 2022 show that in a large number of countries there a decrease in the rate of prisoners (all persons deprived of liberty) has been determined, and Serbia is still in the group of countries with a high rate of prisoners. However, the capacities of penal institutions in Serbia allow such figures, and according to the data, the total population of persons deprived of liberty is about 1000 people smaller than the maximum capacity allows. There is an average of 3.8 people in cells, while the European average is 2.1, and in half of the countries that number is 1.4. Similarly, the sentencing policy of the courts is uniform and the rate of those sentenced to prison generally follows the rate of all those convicted. In addition to a suspended sentence, the courts usually opt for a prison sentence. Taken together, imprisonment (including the house arrest that is enforced in the premises where the convicted person lives) amounts to about 1/3 of all imposed sanctions. The question arises why Serbia did not follow the trend of most European countries in which the population of persons deprived of their liberty has decreased in the last years? One of the explanations is the adoption of repressive criminal law solutions that in many situations limited the discretionary powers of judges in respect to penal sanctions. While on the one hand it is not in dispute that for serious crimes the only option will be a prison sentence, in the case of some incriminations it was better to leave the choice to the judges. However, it seems that the trend of transferring decision-making from the judiciary to the legislature is not typical only for Serbia (see for example: von Hirsch, 2017). At the same time, the public most often expresses repressive attitudes, which should be respected, but legal solutions should not be guided only by the interest of getting political support of voters but also by scientific and professional arguments. Scientific knowledge points to all the problems that, on the one hand, appear in prisons and how and in what way these problems prevent the successful execution of prison penalty and the implementation of treatment. In such situations, it would be more appropriate to opt for alternatives for less serious crimes, and in this way, prisoners could also receive greater commitment of treatment services as well as generally better conditions while serving their prison sentence. Although, according to statistical data, prisons are not overcrowded, it seems that those authors who claim that the frequency and length of prison sentences are primarily determined by existing capacities are right. If they are exceeded, one option is the construction of new institutions, which is usually associated with financial problems, and another option is amnesty and pardon. At the end, it should be borne in mind that long-term prison sentences are the least common, and that the largest number of prisoners will be released after a few years. It is clear that the public should also be interested in ensuring that at least some of them do not commit criminal acts again, and criminological research confirms that insisting on intimidation and retribution will not reduce recidivism rate.

Political polarization and state government bonds

This study examines the effect of political polarization in state legislatures on state bond yields in the United States. Political polarization, defined as the ideological divide between Democratic and Republican members of the state legislative chambers, reflects legislators' willingness to seek bipartisan compromises. We expect high polarization states to be riskier because they are likelier to experience gridlock, negatively affecting economic development and debt service commitment. Findings suggest a significant positive relation between bond yields and political polarization. A one-standard-deviation increase in polarization increases bond yields by 7.81 basis points and total interest expense by $2.3 million for an average bond issue. Additionally, this study finds that the effect of polarization on bond yields is stronger for general obligation bonds.

The Googling Effect on patient co-creation in physiotherapy service exchange

We study the process of value co-creation in physiotherapist-patient relationships and the underlying mechanisms of this process. We present the Googling Effect Model outlining the relationship between patients' pre-encounter online information search and their commitment to compliance in physiotherapy service exchange. We tested the model on a sample of physiotherapy service patients (n = 446) in the United States. We analyzed the collected responses using the partial least squares method, using SmartPLS 4.0. Our study contributes to the existing body of knowledge in several ways. We developed and tested the Googling Effect Model. Doing so adds to the healthcare literature on value co-creation in physiotherapy. The Googling Effect Model increases the predictive value of the Service-Dominant Logic as it outlines the mechanism underlying value co-creation in healthcare, including the role and importance of pre-encounter online information search in collaborative healthcare. Moreover, the findings illustrate how the underlying mechanism through which pre-encounter online information search affects commitment to compliance differs between men and women and different ethnic groups. These findings can be used to create an environment that increases service engagement and commitment to compliance by accounting for patients’ gender and ethnicity.

Health professional retention in underserved areas: findings from the National Health Service Corps Loan Repayment Program participants in the United States, 2019-2021.

Health care provider retention is important for mitigating workforce shortages in underserved areas. The National Health Service Corps (NHSC) provides loan repayment for a two or three-year service commitment from clinicians to work in underserved areas. Prior studies have mixed findings as to what influences clinician retention and have focused mainly on individual-level background characteristics. We used measures of NHSC clinicians' work environment during their service experience, in addition to background characteristics, to identify patterns of experiences, and assess whether these patterns were associated with post-service intentions. We observed that technical assistance and job resources were more influential on clinicians' intentions, compared to individual- or community-level characteristics. Organizations with efficient and supportive work environments may help retain clinicians in underserved areas.

Perceived Quality of Service in Tourist Transportation in the City of Baños de Agua Santa, Ecuador

This study investigates the perceived quality of tourist transportation services in Baños de Agua Santa, Ecuador, utilizing the SERVQUAL model to assess service quality. Through an examination of the gap between tourists’ expectations and their actual experiences, the research aims to evaluate service quality. A survey of 203 tourists who utilized the “Chivas” tourist ground transportation service forms the basis of the analysis. The findings reveal significant negative gaps across all dimensions of service quality, indicating a shortfall in meeting tourists’ expectations. Notably, the reliability dimension exhibits the most pronounced gap, highlighting the importance of fulfilling service commitments to cultivate trust. The study underscores the crucial role of service quality in the tourism sector and proposes targeted improvements, including enhancing facility modernity, providing staff training, and enhancing service responsiveness and reliability. Addressing these gaps has the potential to enrich the tourist experience, bolster the positive image of transportation services, and enhance the city’s appeal.

Organizational resiliency through practice innovation: forced brand evolution in a prolonged exogenous service ecosystem disruption

PurposeThis paper aims to explore practice innovation and organizational resiliency during exogenous service ecosystem disruptions. This inquiry focuses on the extreme disruption caused by the COVID-19 pandemic, which required service firms to recodify long-established service scripts, adapt digital and physical material elements of the service encounter and ultimately reconfigure a system of practices. The specific context is forced practice innovation in Starbucks servicescape (kiosks and coffeehouses). Starbucks is best known for its custom beverages and third-place strategy. Their strict adherence to a complex service script and unique ordering practices altered during pandemic stay-home disease prevention mandates.Design/methodology/approachThematic coding consistent with prior research on practice innovation and diffusion and a grounded theory methodology was conducted. Data were triangulated and analyzed within and across a variety of sources. These include field notes from direct observation, interviews, focus groups, firm-authored collateral in the form of marketing communications and third-party authored secondary sources such as news, social media, blogs and forums.FindingsData reveal how practice innovation occurs through the reconfiguration of a system of practices, which support organizational resiliency and can force brand evolution, in prolonged exogenous service ecosystem disruptions. The COVID-19 pandemic required service industries to adapt and recodify service scripts and alter physical and digital elements of service encounters. While the pandemic affected all firms in the sector, we argue that Starbucks' established scripts and third-place strategies, which characterized the brand experience, were particularly vulnerable. We find that practice innovation occurs through the reconfiguration of practice elements – competences, meanings and materiality – and restructures the service encounter. Practice codification, transposition, adaptation and stabilization support organizational resiliency and brand evolution. We find that Starbucks' brand experience emphasis on the third place is reconceptualized from an in-person community-based retailscape to a platform-based strategy necessitating script recodification and practice adaptation. Our analysis of Starbucks' kiosks and coffeehouses illuminates how a distinctly branded service encounter is constituted by a system of practices that can be reconfigured and diffused anew in the face of disruption.Originality/valueThe conceptualization of practice innovation as systems reconfiguration establishes a novel approach to understanding innovation in service ecosystems. The COVID-19 pandemic is a unique context to study a sector-wide exogenous extended service disruption. We focus on a firm with an elaborate pre-pandemic service script and commitment to a third-place brand experience guiding its system of practices. We reveal unique insights on practice innovation within service ecosystems during exogenous prolonged disruptions in which brands evolve through the recodification of service scripts and sustained reconfiguration of systems of practice.

The Influence of Service Quality, Trust, and Commitment on Customer Loyalty of Bank Syariah Indonesia KCP Medan Pulo Brayan

The purpose of this research is to determine the effect of service quality, trust and commitment to customer loyalty of Bank Syariah Indonesia (BSI) KCP Pulo Brayan Medan. This research uses quantitative research with descriptive research type, where the object of research is Bank Syariah Indonesia (BSI) KCP Pulo Brayan Medan customers. The method in this study is in the form of distributing questionnaires which aims to test and analyze the effect of service quality, trust and commitment to customer loyalty of Bank Syariah Indonesia (BSI) KCP Pulo Brayan Medan. The findings of this study indicate that service quality, trust and commitment affect the loyalty of Bank Syariah Indonesia (BSI) KCP Pulo Brayan Medan customers.

The Influence of Price, Service Quality and Trust on Consumer Loyalty in Trans Lamongan Straightforward Car Rental Services

The Influence of Price, Service Quality and Trust on Consumer Loyalty in Trans Lamongan Straightforward Car Rental Services

Robustness of the Logistic Strategy Framework in Post-COVID-19 Environment: An Empirical Study of Indian Enterprises

Abstract Although testing the Bowersox and Daugherty (B&D) (1987) typology in international markets have provided valuable insights into the model’s relevance in logistics, literature has not re-examined the B&D model’s effectiveness during the post-pandemic business environments. The current research examines the robustness of the B&D logistics strategy framework during the post-COVID-19 Indian market environment. Using a structured questionnaire, the data for this study (n=372) was collected from the executives whose main job responsibility was related to distribution/logistics decisions in micro and small-sized (MSEs) manufacturers in India. Based on the conceptual relationships identified in the B&D typology, we used structural equation modeling to test the study hypotheses. Results show that overall logistics strategy comprised of three strategic priorities positively influences firms’ competitive responsiveness through the logistics coordination effectiveness and customer service commitment route, supporting the robustness of the model in the post COVID-19 environment. Effective logistics strategy does not occur in isolation. Emphasis in coordination and customer service must occur for a well thought out logistics strategy (process, market, and information orientation) to improve organizational competitive responsiveness in the context of Indian MSEs. This study contributes to the literature by providing empirical support for the validity and the robustness of the B&D logistics strategy model during the post COVID-19 environment in an emerging market.

Determining the Best Work Behaviour of the Laboratory Head Using The Technique For Order Of Preference By Similarity To The Ideal Solution

Vocational education is in high demand because it prepares students to be job-ready. In learning, it is more about work practices, internships, and in the laboratory than theory in class. Therefore, the existence of laboratories is essential in vocational schools. The research was conducted at the maritime school of SMK Putera Samodra, Yogyakarta, Indonesia, using the quantitative approach of the TOPSIS method to determine the best work behaviour performance from the head of the laboratory. Work behaviour assessment criteria include service orientation, integrity, commitment, discipline, and cooperation. According to the assessment results by the principal and 31 colleagues, the best work behaviour is that of the head of the merchant ship engineering laboratory. Overall, the best work behaviour analysis results can have a positive impact, such as recognition, improved leadership practices, and enhanced performance in all laboratories in vocational schools. Other potential implications of work behaviour research results for schools can be developing leadership with the best strategies, identifying areas for improvement, allocating more resources to laboratories, and the positive effects of leadership qualities on vocational schools.

Communal-brand connection and service loyalty: the mediation effect of corporate reputation and customer satisfaction among retail banking customers

PurposeThe study explores the dynamics among communal-brand connections, corporate reputation, customer satisfaction and their collective influence on service loyalty within the retail customer segment of commercial banks.Design/methodology/approachHypotheses are proposed for a parallel and serial-mediated model, in which corporate reputation and customer satisfaction mediate the influence of communal-brand connections on service loyalty. Data are collected from a sample of retail customers of commercial banks in a European country.FindingsFindings indicate that individuals who perceive a strong affiliation with a brand that emphasises community engagement are more likely to demonstrate loyalty to that brand. Results highlight the need for managers allocate resources to cultivate community initiatives that foster communal-brand connection in their drive to improve service loyalty.Research limitations/implicationsA non-representative sample was collected, with a focus on a limited set of variables and employing a unidimensional measure of service loyalty. Additionally, the significance of communal-brand connection may vary across brands, warranting replication studies among smaller banks.Practical implicationsRecognition of communal-brand connection as an important driver of customer loyalty suggests that customers are motivated by intrinsic positioning factors related to the community. As part of their positioning, commercial banks can leverage their marketing and communication efforts to foster community development, thereby enhancing customer identification, connection and narratives that foster belongingness among customers.Originality/valueThe model of direct and mediated model of communal-brand connection on service loyalty has not been previously explored. Moreover, the research is conducted among retail bank customers that representing a context seldom considered in the domain of brand communities.

Quality and customer loyalty in the port services of Manzanillo

The customs industry, particularly within the Mexican context, plays a significant role both domestically and internationally, owing to its contribution to the global economy. With the expansion and standardization of customs clearance services, there has emerged a necessity for providers of these services to seek customer loyalty. Grounded in the principles of quality, the study examines the elements of the SERVQUAL model: tangibles, reliability, responsiveness, assurance, and empathy. Goals:The aim of the study was to extend the SERVQUAL model by incorporating customer attitude as an additional component within the three primary dimensions for measuring service quality. Methodology: A survey was employed to gather data from 100 customs brokerage firms through simple random sampling. Given the utilization of structural equation modeling (SEM) methodology to assess the theoretical model, Partial Least Squares (PLS) analysis technique was applied using Smart PLS 3.3.0 software. The findings indicated that the extended model had a significant impact on both customer satisfaction and loyalty within the customs facilities of Manzanillo, Colima. The coefficients of determination were 61.5% for customer satisfaction and 54% for customer loyalty, with a root mean square error of approximation (SRMR) of 0.065, confirming the model's predictive validity. Contributions: Customs facilities should focus their strategies on addressing issues that may be impacting service quality, particularly concerning sensitivity, empathy, and reliability factors, as these have a moderate level of influence on quality determination, according to customs agencies' perceptions. Regarding the inherent limitations of online surveys and their application in specialized groups, it is crucial to expand the research to include other clients of the customs facility.

Kepuasan dan Kepercayaan Pelanggan sebagai Faktor Penentu Loyalitas pada Layanan Transportasi Online Grab di Kota Medan

This study aims to examine the role of customer satisfaction and trust as determinants of loyalty in Grab online transportation services in Medan City. The research method used is a qualitative approach with a survey method. Data collection was carried out through the distribution of online questionnaires to 60 respondents selected using purposive sampling technique. The data were analyzed descriptively using a Likert scale. The results showed that customer satisfaction, which includes service quality, driving experience, driver professionalism, vehicle cleanliness, and complaint handling, was rated quite well by the respondents. Customer trust in Grab as a safe, transparent, and reliable transportation choice has also proven to be an important factor in building loyalty. However, customer loyalty to Grab is not very strong, given the intense competition in the online transportation industry. The implication is that Grab and similar companies need to continue improving service quality, ensuring customer safety and comfort, responding to complaints effectively, and implementing effective marketing strategies to retain customers. This research provides valuable insights for online transportation service providers in their efforts to enhance customer satisfaction, trust, and loyalty amidst dynamic market competition.

What makes consumers attitudinal loyalty on ride-hailing services? An investigation Indonesian consumers' perceived safety in using ride-hailing apps

Ride-hailing services are a component of the transportation system in many developing countries due to limitations in public transportation services. However, incidents still often occur that are detrimental to passenger safety. Therefore, this research aims to analyze the impact of service quality and perceived safety on passenger satisfaction and attitudinal loyalty in ride-hailing services. This research is quantitative with a data collection method using a questionnaire distributed online to 499 service users in nine major cities in Indonesia using a purposive sampling technique. Survey data were analyzed using the partial least squares-structural equation modeling (PLS-SEM) method. This research proves that ride-hailing service quality positively affects passengers' perceived safety, satisfaction, and attitudinal loyalty. Perceived safety positively affects the satisfaction and attitudinal loyalty of passengers. Finally, satisfaction has a positive effect on passenger attitudinal loyalty. This research contributes that fostering a sense of security is crucial for the ride-hailing industry because it can determine satisfaction and loyalty in ride-hailing services.