Customer Satisfaction Loyalty Research Articles

The Influence Of Service Quality And Price Perceptions On Customer Loyalty And Customer Satisfaction As Intervening Variables

This study aims to determine whether: 1) to determine the effect of service quality on JNE customer satisfaction, 2) to determine the effect of perceived price on customer satisfaction in JNE, 3) to determine the effect of service quality on customer loyalty in JNE , 4) to determine the effect Price perceptions on customer loyalty at JNE, 5) to determine the effect of customer satisfaction on customer loyalty at JNE, 6) to determine the effect of service quality on customer loyalty with customer satisfaction as the intervening variable, 7) to determine the effect of price perceptions on customer loyalty and customer satisfaction as an intervening variable. This type of research is quantitative. The population in this research is all customers who have used the delivery service of PT Tiki Jalan Nugraha Ekakurir (JNE), with a sample of 200 respondents. The sampling procedure used in this study was non-probability with a purposive sampling technique which is a sampling technique based on the evaluation of the respondent's knowledge regarding the object of research by the researcher. The data collection technique in this study was a questionnaire. The method used in this research is Structural Equation Modeling which is processed using the AMOS 23 program. The research results are 1) Service quality has a positive and significant effect on customer satisfaction, 2) Price perception has a positive and significant effect on customer satisfaction, 3) Service quality has a positive and significant effect on customer loyalty, 4) Price perception has a negative and insignificant effect on customer loyalty satisfaction, 5) customer satisfaction has a positive and significant effect on customer loyalty, 6) service quality has a positive and significant effect on customer loyalty not mediated by customer satisfaction and 7) price perception has a negative and insignificant effect on customer loyalty through mediation of customer satisfaction. Keywords: Service Quality, Perceived Price, Customer Satisfaction and Customer Loyalty

Influence of Customer, Trust and Quality of Customer Satisfaction in Customer Loyalty at PO Harapan Jaya Jakarta-Magetan Department

This study aims to analyze the effect of service quality, trust and customer satisfaction on customer loyalty. In this study using primary data obtained from distributing questionnaires to 100 PO Harapan Jaya Bus customers, Jakarta-Magetan Department. This study uses the Multiple Linear Regression method, the results of this study indicate that there is a positive and significant effect on customer loyalty. There is a positive and significant influence between service quality, trust and customer satisfaction on the loyalty of PO Harapan Jaya Bus customers. The existence of a positive and significant influence between service quality, trust and customer satisfaction on customer loyalty of PO Harapan Jaya Bus Jakarta-Magetan Department shows that the better service quality, trust and customer satisfaction possessed by PO Harapan Jaya, the higher customer loyalty. Customer quality, customer trust and satisfaction are important parts to increase customer loyalty.

웨딩 산업체 특성이 개별 고객 마음 충성도에 미치는 영향

This study was conducted to investigate the effect of the store characteristics of a wedding enterprise on the loyalty of individual customers. By identifying the loyalty perceived by consumers, an efficient management strategy for the wedding industry was presented, and the basis for establishing an empirical strategy for forming customer loyalty. We want to provide data. First, as a result of examining the effect of the store characteristics of wedding enterprises on the loyalty of individual customers, it was found that physical characteristics, environmental characteristics, and technical characteristics had a statistically significant positive effect on loyalty. Therefore, it can be seen that physical characteristics, environmental characteristics, and technical characteristics are important factors among the sub-factors of store characteristics in the loyalty of individual customers of wedding companies. Second, as a result of examining the effect of customer satisfaction on loyalty, it was found that store satisfaction and product satisfaction had a statistically significant positive effect on loyalty. Therefore, it can be seen that product satisfaction and store satisfaction are important factors for each sub-factor of customer satisfaction in customer loyalty of wedding companies. It will be helpful for the effectiveness of empirical marketing strategies that evaluate the characteristics that customers value by wedding details and utilize the characteristics that are decisive for customer loyalty.

The effect of service quality and satisfaction on customer loyalty at Kumon East Jakarta

This study aims to determine Service Quality and Satisfaction Customer Loyalty at the Kumon Seulawah Raya Jaatiwaringin Course - East Jakarta. The population in this study were all customers of the Kumon Seulawah Raya Jatiwaringin course. Researchers used the accidental sampling method with a sample of 83 people from the population of Kumon Seulawah Raya Jatiwaringin Course Customers. Instrument testing in this study uses validity and reliability tests, while the analytical method used is multiple linear regression with t- test and F test and coefficient of determination (R2) test. In this study, an analysis was carried out using the SPSS for windows version 24.0 computer application. Based on the regression analysis, the model (regression equation) formed is Y = 1.760 + 0.166X1 + 0.361X2. The results of the analysis on the t -test, the Service Quality variable (X1) shows the results of the t-count value of 3.011 > t-table of 1.990 and a significant value of 0.003 <0.05 then Ho1 is rejected and Ha1 is accepted, meaning that there is a positive and partially significant effect between Quality Service with Customer Loyalty. While the Customer Satisfaction variable (X2) shows the results of the t-count value of 4.712 > t-table of 1.990 and a significant value of 0.000 <0.05 then Ho2 is rejected and Ha2 is accepted, meaning that there is a positive and partially significant effect between Customer Satisfaction and Customer Loyalty Kumon Seulawah Raya Jatiwaringin. In the results of the F test analysis, the value of F-count is 20.144 > Ftable is 3.11 with a significant level of 0.000 <0.05, then Ha is accepted. So that it can be said that the service quality variable (X1) and the customer satisfaction variable (X2) has a positive and significant effect on customer loyalty (Y). The results of the analysis of determination (R2) are known that the value of R Square is 0.335. This shows that 33.5% of the independent variables consisting of Service Quality and Customer Satisfaction affect the dependent variable, namely Customer Loyalty. The remaining 66.5% is influenced by other variables not examined.

How Customer Experience Quality affects Customer Satisfaction-Loyalty with Moderating role of Competitive Choices and Familiarity: Assessment of Private Hospitals in Pakistan.

The present study has focused on determining loyalty for private hospitals in Pakistan while considering several customer experience quality factors. Customer satisfaction, familiarity and competitive choices have also been analyzed to intensify the significance of this study. The association among loyalty, satisfaction and peer to peer quality has also been investigated which has largely been ignored in prior studies despite having considerable significance. Cross sectional data was gathered using convenience sampling technique by distributing self-administered questionnaires in 15 major private hospitals. 493 correctly and completely filled questionnaires, out of 530, were returned back indicating that the response rate for this study was 93%. SPSS-25 and AMOS-22 were used for analyzing the collected data by executing different tests i.e. reliability, correlation, multiple regression, moderated regression and bootstrapping for mediation. The findings of the study demonstrate significant and positive associations of outcome quality, peer to peer quality and interaction quality with customer satisfaction which also has a strong influence over customer loyalty as well. Additionally, this research has also evidenced significant moderating role of familiarity with the three facets of customer experience quality on customer satisfaction. However, the association among customer satisfaction and loyalty has not been moderated by competitive choices.

Does Customer Delight Matter in the Customer Satisfaction-Loyalty Linkage?

This research focuses on the relationships among customer satisfaction, delight, and loyalty. Although customer delight is one facet of an affective evaluation that can be predicted from customer satisfaction as cognitive component of the evaluation, there is no empirical examination on the casual relationship among customer satisfaction, delight, and loyalty. This study aims at addressing this gap in the service literature. The research questions are (1) How is customer satisfaction related to customer delight? and (2) Does customer delight matter in the relationship between customer satisfaction and loyalty? Data from a survey of consumers across upscale restaurant and retail bank in Korea were obtained. Our results show that customer satisfaction contributes positively to customer delight, and that customer delight plays a significant role in the relationship between customer satisfaction and loyalty. This chained relationship from customer satisfaction to customer delight to customer loyalty suggests that achieving customer delight represents one of the underlying pathways through which basic or core requirements expected by customers are satisfied. Our finding suggests that service firms need to monitor and manage their levels of customer delight as a performance metric, and delighting customers may be an important strategy to build competitive advantage through customer loyalty.

Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty

PurposeLoyalty has become the most important strategic aim in the hotel industry. The purpose of this paper is to obtain an empirical understanding of loyalty in the Kuala Lumpur hotel sector.Design/methodology/approachThe dimensions of service quality as perceived by hotel customers were identified through the literature review. Hypotheses were formulated and tested to: examine the effects of process quality and outcome quality on perceived value, tourist satisfaction, and tourist loyalty; and to determine if perceived value and tourist satisfaction play a mediating role in the effect of process quality and outcome quality on tourist loyalty. In this study, the sample was 417 respondents from the international tourists who stay at least one night in four- or five stars hotels in Kuala Lumpur. Collected data were analyzed by structural equation modeling.FindingsThe statistical findings supported a relationship between process quality and outcome quality with perceived value and tourist satisfaction, and tourist loyalty with perceived value and tourist satisfaction. The results also indicated that process quality and outcome quality did not have a direct effect on tourist loyalty. Perceived value and tourist satisfaction mediated the relationship between process quality and outcome quality with tourist loyalty.Originality/valueThe finding of this study proposed that the hoteliers targeting international tourists with service quality including process and outcome quality should focus more on these factors to build loyalty. For instance, the tangible, responsiveness, reliability, empathy, assurance, and convenience as the dimensions of process quality and valence, waiting time, and sociability as the dimensions of outcome quality should meet the needs of the international tourists, therefore increasing tourist loyalty through perceived value and tourist satisfaction.

The impact of serviceability-oriented dimensions on after-sales service cost and customer satisfaction

This research investigates the customer's perspective on product serviceability, including its impact on after-sales service cost (AC) and satisfaction/loyalty when experiencing service or repair. Using a split-sample technique, exploratory factor analysisand confirmatory factor analysis are carried out on survey data from 1464 users of automobiles and air conditioners in Japan in order to identify dimensions related to serviceability as well as to examine the relationship between each construct. From this, the research identified four serviceability-oriented dimensions: tangibles dimension of serviceability, assurance dimension of serviceability, responsiveness dimension of serviceability and AC. Through structural equation modelling, a conceptual model was analysed. Hypotheses about the relationships between the four dimensions of serviceability, and their positive effects on customer satisfaction/loyalty (CS) were tested for both products and were found to be supported. As other contributions to the product serviceability literature, AC was found to act as a mediating variable, and CS for the product and for after-sales service experiences formed into a single dimension by which customers viewed the product. These research results provide insight to scholars and practitioners for strategising after-sales service requirements during new product development and for offering customer-friendly practices in after-sales service.

Influence of Customer's Loyalty-Satisfaction Link on Services Usage

The purpose of this study was to examine the influence of Customer Loyalty-Satisfaction link on the usage of services. This study uses Jones and Sasser’s conceptual framework of Customer Loyalty-Satisfaction link which classifies customer into four different groups: Loyalists, Hostages, Mercenaries and Defectors. Using two services [Mobile Phone (N=588) & Credit Card (N=220)], consistent support was found for (a) Loyalists emerged as the heaviest users of services while (b) Hostages were found as the lightest users of services.

The Evaluation of Effect Electronic Banking in Customer Satisfaction and Loyalty

In order to understand customers’ characteristics, banking management should create a good relationship with them. The goal of this research is evaluation of effect electronic banking and three dimensions comprise quality of system, quality of information and quality of servicein customer loyalty with regard to role of customer satisfaction among customers of mellat bank in Isfahan city in Iran. The population of the study comprises customers of mellat bank in Isfahan city that use of total electronic banking service, therefore the population of research is unlimited and uncounted. The instrument of data collection in this research is standard questionnaire. Number of 250 questionnaire distributed and totally 224 questionnaires were analyzed. Samples were also selected with method of available random. To analyze data and test hypotheses was used pls and Spss software. The results indicate that system quality has a positive and significant impact in customer satisfaction. On the other, results indicate that information quality has a positive and significant impact in customer satisfaction. Also, the effect of customer satisfaction in customer loyalty is confirmed.

港埠物流鏈顧客知覺價值、滿意度、信任、忠誠度關係研究

Stand on the viewpoint of port logistics, seaport plays a very important role in the intermodal transportation, in the same time it is also deemed to be the central of logistics in the carrying of goods and moving of tourists. The role of port is providing the customers a very high quality services. Many pundits point out that the customer perceived value include the quality of service and price, if the customer thinks that the quality of service is good, it means the customer satisfies. When the satisfaction of customer is high, then the port will be easier to gain the customer's trust. When the customer trusts the port, then the customer will repurchase, it means the customer has the loyalty to the port. The goal of the linkage port logistics in service is to aggregate the whole service procedure, the procedure of service to the customer is not individual, but providing the aggregated service. The goal of this research stands on the port logistics' viewpoint discusses the relationships among the customer perceived value, satisfaction, trust and loyalty. The result authenticated that the customer perceived value-satisfaction, customer satisfaction-trust, customer satisfaction-loyalty and trust-loyalty in the port service logistics chain all have the positive effect.

When Brand Attitudes Affect the Customer Satisfaction-Loyalty Relation: The Moderating Role of Product Involvement

Drawing on the attitude accessibility and stability theories, we investigate the moderating role of product involvement in the customer satisfaction‐loyalty relation. Structural equation modeling shows that customer satisfaction has both direct and indirect effects on loyalty, whereas ad attitudes and corporate image have only indirect effects through their mediating influence on brand attitudes. Furthermore, product involvement decreases the direct effects of satisfaction on brand attitudes and loyalty, but it increases the indirect effects of ad attitudes and corporate image.