Dimensions Of Customer Loyalty Research Articles

The Role of Empathy and Relationship Quality in Building Customer Loyalty in Community Pharmacies: Evidence from Jordan

Aim: This study explores how pharmacist empathy influences customer loyalty through the mediating role of relationship quality in community pharmacies. Methodology: A cross-sectional study utilizing a web-based questionnaire and convenience sampling was conducted in Jordan. Data were analyzed using Structural Equation Modeling (SEM). Results: A total of 536 responses were gathered and analyzed from all Jordanian regions. The gender distribution was balanced, with 261 males (48.7%) and 275 females (51.3%). The age distribution was concentrated in the 35-44 age group (29.3%), followed by 25-34 (25.6%). The majority had a high level of education, with 323 (60.3%) holding a Bachelor's degree or higher academic qualification (19.0%). Most participants visited pharmacies at least once every six months (50.6%), primarily using independent community pharmacies (52.1%). The study findings highlight a significant positive impact of pharmacist empathy on the three key dimensions of pharmacist-patient relationship quality (trust, satisfaction, and commitment). Furthermore, a significant positive relationship was found between the relationship quality dimensions and both customer loyalty dimensions (attitudinal and behavioral loyalty). Conclusion: The study findings highlight the central role of pharmacist empathy in establishing a strong and enduring pharmacist-patient relationship quality, which in turn, enhance consumers loyalty, which is essential for thriving and surviving in today's competitive market.

Service Reputation and Customer Loyalty in Ocean Freight Forwarders: An Exporters’ Perspective in Mindanao Regions

Customer loyalty is a vital component for businesses to achieve success and growth and that gaining customer loyalty can be sustainable by building a positive reputation. This study investigated the influence of customer satisfaction and trust as dimensions of the reputation of Ocean Freight Forwarders on customer loyalty. Data were collected from 180 exporting companies in Mindanao and a survey questionnaire was administered. A descriptive correlational design was employed, and the results showed positive and statistically significant relationship between customer loyalty, satisfaction, and trust. The findings revealed that exporters perceive ocean freight forwarders' reputation as highly satisfactory in terms of technical and functional qualities, and they have a very high level of trust in forwarders' benevolence and credibility. The results also showed strong loyalty in all dimensions of customer loyalty. Thus, the practical implications of this study are clear: prioritizing customer satisfaction and maintaining trust by the forwarders are essential for establishing a strong reputation. Therefore, ocean freight forwarders should consider these findings and continuously evaluate and improve their trust image and customer satisfaction strategies to enhance customer loyalty and maintain a competitive position in the dynamic export industry.

Customer-Based Brand Equity, Company Reputation and Product Quality Effect on Customer Loyalty: Air Conditioner Retail Market in Medan

This research explores and focuses on customer perceptions, because there is still a lack of research in knowing the relationship between customer perceptions of products and retail stores. Data collection by interviews, questionnaires, and observations on Panasonic AC retail customers. This study tries to examine the influence of the dimensions of customer loyalty which are influenced by the dimensions of Customer Based Brand Equity (CBBE), Company Reputation and Product Quality. This research is associative, with a quantitative method approach. The research was validated using SPSS-26 with data analysis techniques using multiple linear regression analysis. The results showed that CBBE and product quality had a positive and significant effect on customer loyalty. Furthermore, the company's reputation partially has a positive but not significant effect on customer loyalty. Whereas CBBE, Company Reputation, and Product Quality simultaneously have a positive and significant effect on Customer Loyalty. From the results of this study, it was also concluded that there is a tendency for loyal customers to not guarantee that they will recommend the products they buy to others. Product (brand) selection recommendations are also more influenced by salespeople in retail stores where customers will buy products. From this research, it was found that the novelty of customer perceptions of company reputation has no effect on customer loyalty, especially for retail store customers.

Understanding hedonic and utilitarian routes to loyalty through satisfaction and delight: evidence from the fine-dining industry in India

ABSTRACT This study examines perceived value as an alternative antecedent of customer delight in the fine-dining industry. Specifically, a conceptual model is developed by bifurcating the means-end loyalty chain that depicts the hedonic and utilitarian routes to loyalty. This model encompasses the differential effect of the hedonic and utilitarian dimensions of perceived value conceptualized by Holbrook relative to customer satisfaction and customer delight and ultimately influences customer loyalty dimensions. Regression analysis suggests perceived hedonic value dimensions are more significant determinants of customer delight than utilitarian value dimensions. The findings will serve as the basis for the restaurants to develop and implement successful consumer relationship marketing strategies.

Identifying and Prioritizing Dimensions and Indicators of Customer Lifetime Value for Supplemental Health Insurance Industry

Objectives: This study aimed to identify and prioritize the dimensions and indicators of measuring customer lifetime value (CLV) for the supplemental health insurance industry. Methods: In this exploratory qualitative study, first, the initial dimensions and indicators of CLV were extracted through a scoping review. Next, 20 key informants, including academics and insurance industry experts, were selected by purposive sampling and then interviewed to identify and extract other dimensions and indicators of CLV for the supplemental health insurance industry. The data were collected using an in-depth and semi-structured interview and analyzed using the fuzzy analytic hierarchy process (AHP). Results: Out of 232 retrieved articles, 13 studies were eligible to include in this scoping review. After reviewing this study, seven general factors, including customer profitability, service cost, customer retention rate, revenue, discount rate, and time and price paid by the customer, were identified as effective factors in CLV. Moreover, 61 comments were identified after interviewing experts (at the first stage of the interview). Then, after three stages of semi-structured interviews, 17 comments were removed, and 44 comments were approved. Finally, three dimensions, including profitability, customer loyalty, and value co-creation, and 13 indicators, including customer satisfaction, trust, repurchase intention, customer trust, brand performance to repurchase, financial purchasing pattern, service delivery pattern, information search, information sharing, co-production, feedback, helping, and tolerance, were extracted. After conducting the fuzzy AHP, profitability (0.652), customer loyalty (0.226), and customer value co-creation (0.122) were the most important dimensions for CLV, respectively. Additionally, purchase pattern (0.274), financial procedures (0.261), and service delivery pattern (0.117) had the highest priority among the indicators, respectively. Conclusions: According to the results, although customer profitability was the most important dimension to measure CLV, CLV is a combinatorial concept. Therefore, the dimensions of customer loyalty and customer value co-creation should be taken into consideration as effective dimensions in predicting and measuring the concept.

Corporate social responsibility: a roadmap toward customer loyalty – Proposing a research framework

This paper seeks to explore the path that links corporate social responsibility (CSR) to customer loyalty as previous studies have confirmed that no direct link seems to exist between the two variables. Considering the literature gap, this research provides future researchers an opportunity to thoroughly understand the road that ties CSR and customer loyalty, especially in the hospitality industry. The research uses a newly proposed CSR conceptualization, customer loyalty dimensions, customer loyalty antecedents, and the relationship between them. In addition to the mediators, this study considers sociodemographic variables (age, gender, and education) as moderators. The new research framework proposed contributes to advance the existing knowledge of corporate social responsibility (CSR) and customer loyalty.

Customer Loyalty: The Effect of Service Quality and Brand Image in Malaysias Automotive Industry

This paper aims to examine the relationship between customer loyalty, service quality and brand image after sales at national automotive service centers in Malaysia. The study used a quantitative method and was completed using a SERVQUAL model. The questionnaire was answered by 311 respondents. It was discovered that brand image and customer loyalty was determined by the customers’ perception of the service quality provided by the automotive service centers in terms of technical quality and customer service. The study found a strong correlation between customer loyalty, brand image, and the service quality which includes two elements such as technical quality and customer service. It was discovered that there is a significant relationship between customer loyalty, service quality and brand image. Customer loyalty was affected by service quality and brand image at the service centers by 87%. The study highlights the intangible dimensions of customer loyalty in relations between service quality and brand image.

Analyzing the effect of social support and community factors on customer engagement and its impact on loyalty behaviors toward social commerce websites

While research into customer engagement receives much attention, few studies have examined why consumers engage in social commerce and the resulting consequences for companies. This study explores the influence of social support and community factors on customer engagement and the subsequent effects on customer loyalty toward social commerce websites. We propose a model to investigate the differences between the influence of social support and three community factors (community drivenness, community identification and community trust) on customer engagement, and the impact of customer engagement on four customer loyalty dimensions, one transactional (repurchase intention) and three non-transactional (willingness to co-create, stickiness intention and positive eWOM intention). We conducted a survey and collected data from 437 users of Facebook social commerce websites. The findings show that customer engagement is a key predictor of the four dimensions of customer loyalty toward social commerce websites. In addition, the results indicate that social support and two community factors significantly affect customer engagement. We discuss theoretical and managerial implications.

A meta-analysis of customer loyalty in the banking Services

Abstract: This paper presents a systematic framework via a meta-analytical approach to distinguish various dimensions of customer loyalty in the banking industry. Manuscript type: Documentary Research. Research Aims: Presenting a systematic framework of customer loyalty in the banking industry. Design/methodology/approach: The authors conducted searches in various databases and analysed 146 observations in 27 articles. For the quantitative data analysis, the authors used the count of variable repetitions to measure the size and scope of the studied variables. Research Findings: The findings of this meta-analysis demonstrated four dimensions of customer loyalty in the banking sector: behavioral loyalty, attitudinal loyalty, cognitive loyalty and affective loyalty. These four dimensions were derived from 25 variables. Theoretical Contribution/Originality: This research has clarified the dimensions of customer loyalty in the banking sector and presented important results through a meta-analytical review. This meta-analysis contributes to the marketing literature using a set of empirical generalizations, including relationship coefficients and calculated fail-safe numbers. Practitioner/Policy Implication: The results show that according to the four main dimensions of loyalty, managers should care about customer loyalty because it results from the consumer’s banking outcomes. Research limitation/Implications: This meta-analysis reviewed universal relations between literature throughout expanding and improving on current knowledge. It identified ways that research on customer loyalty in the banking sector is lacking and presents suggestions for the elaboration of new studies to allow future researchers to better define their agendas. Normal 0 false false false EN-US X-NONE AR-SA

Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty

This current study purposes to identify the relationships between service recovery strategies, service recovery satisfaction, and both dimensions of customer loyalty in regard to Internet providers using the partial least squares (PLS-SEM) approach on a sample of 430 internet customers in Egypt.This study contributes insights into how seven service recovery strategies affected customer loyalty with its both attitudinal and behavioral dimensions directly and indirectly via service recovery satisfaction. These insights are helpful for service managers faced with service failure and academicians interested in how service providers respond to service failures and customer dissatisfaction in the B2C context.The results of this study show that some SR strategies positively influence both service recovery satisfaction and customer loyalty toward internet providers. Furthermore, service recovery satisfaction positively influencing the customer loyalty. In addition, SRS plays a mediating role in the relationship between SR strategies and customer loyalty. The results highlight that internet service providers should implement SR strategies quickly and with an empathetic manner to satisfy customers and to encourage customer's loyalty. Finally, some implications and further research directions were presented.

Engagement-Based Loyalty: The Effects of Social Media Engagement on Customer Loyalty in the Travel Industry

ABSTRACTIn this article, we investigate the relation between customer loyalty and social media engagement. Two dimensions of customer loyalty are considered: affective and conative loyalty. We distinguish two forms of social media engagement: consuming of social media (passive engagement) and contribution to social media (active engagement). In a survey among 1,050 customers of a travel agency, the level of engagement of customers with the company’s social media activities is measured in relation to their degree of loyalty. Results show a partial positive relationship between social media engagement and customer loyalty: only consuming social media is directly related to affective loyalty.

Measurement of Customer Loyalty Towards Service Providers: a Conceptual Framework

The increasing turbulence of business environment and the demand to gain a long-term competitive advantage has incited the research of the relevant issue concerning customer loyalty in the context of services sector. In order to formulate the conceptual framework of objective measurement of customer loyalty to service providers the dimensions of customer loyalty have been analyzed; suggestions to apply behavioral loyalty dimension that is considered to be sufficiently objective, practical and informative were made. The measurement of customer loyalty through the components of this concept, i.e. frequency of purchases and value of purchases, is seen as universal in the aspect of data accessibility. Considering the situations of the accessibility of the data concerning the customers' purchases frequency and value of purchases, the following alternatives of the measurement of customer loyalty in the context of services were suggested: 1) the statistical data; 2) the data of marketing researches / analogy; 2) the assessment of loyalty drivers / questionnaire survey. The provided sequence of the measurement of customer loyalty to service providers is as follows: the estimation of the significance of loyalty components, the definition of the time period of loyalty measurement, the identification of loyalty drivers.

Modeling customer advocacy: a PLS path modeling approach

This paper aims to model customer advocacy (CA) and provide empirical evidence for the fact that if a service company advocates for the best interests of its customers, they will reciprocate with stronger loyalty and advocacy for the company. The paper adopted partial least square (PLS) path modeling to test the hypotheses (sample size 575). The results support Urban's (2004) CA paradigm. The paper also finds support for the effect of CA by company on customers’ trust in the service company, and further trust had a positive impact on customer advocacy for the company. Service companies can build customer's trust by adopting the CA strategy in establishing mutual dialog with the customers and providing quality services. If the customers are satisfied and hold a positive attitude toward the service provider, they will advocate the service provider among their peers. The paper adds to the existing literature by modeling the CA paradigm of Urban (2004) and establishing its relationships with customer satisfaction (CS), two dimensions of customer loyalty (i.e. behavioral and attitudinal), customers’ perceived value and trust. This study also contributes to the literature by successful extension of the CS index studies in the context of the emerging economies.

A Review on Customer Loyalty as a Main Goal of Customer Relationship Management

The purpose of this paper is to make more clarification by reviewing on customer loyalty as a main goal of customer relationship management (CRM). It is because; despite of all findings provided by researchers and practitioners, customer loyalty confronts high percentage of failure in CRM implementation. In this study customer loyalty is reviewed and classified into those aspects which should be considered in order to enhance lifetime value of the customer. In this sense, customer loyalty is discussed by offering a review on the importance of customer loyalty, and customer loyalty dimensions. Furthermore, the most frequent measurements of customer loyalty are provided as well. Finally, the paper finds out, in spite of having almost complete perspective and understanding of customer loyalty, there is still a gap in the main precedents of customer loyalty theoretically and empirically. In this regard, more investigation required to specify the most important precedents which have significant impact on customer loyalty.

Dimensions of customer loyalty in hospitality micro-enterprises

This study aims to explore the role of customer loyalty as a managerial tool in the context of hospitality micro-enterprises (HMEs). In the absence of the concept of franchise customer loyalty becomes one of the key factors for survival. Analysis of data results in exploring the importance of customer loyalty to owner-managers, and their role in generating the antecedents of loyalty is also revealed. Encounter of owner-managers' motivations with small hospitality business characteristics appears to be influential. Motivation leads to creation of an ‘at home’ feeling and offering extra services. These directly influence customer loyalty in HMEs. A paradox has been highlighted: as a result of the same factors (host motivations and small business characteristics) customer loyalty cannot be built in its higher levels.

Proactive improvement of logistics service providers as driver of customer loyalty

PurposeThe purpose of this paper is to provide a differentiated view of relationship‐specific proactive improvement of logistics service providers (LSPs) that distinguishes between the cost and performance and the effect that these two dimensions of innovation have on three distinct customer loyalty dimensions (retention, extension, and referrals).Design/methodology/approachA confirmatory empirical study was conducted based on social exchange theory and customer value theory. The survey responses from 298 firms were analysed using structural equation modelling and multi‐group analysis to test for direct effects and moderation.FindingsBoth dimensions of relationship‐specific proactive improvement by LSPs (cost and performance) are strong drivers of all three customer loyalty dimensions and, thus, are important to customer relationship management and relevant areas to be considered within innovation management. The effect on customer loyalty is moderated by the dynamism of the customer's market. Proactive cost improvements are more important under high dynamism, while proactive performance improvements, contrary to initial assumptions, are more important when dynamism is low.Research limitations/implicationsFuture studies should analyse other cultural settings, differentiate between functional and relationship value provided, consider other services, investigate how LSPs can facilitate proactive improvement and improve innovation management, and explore how customers can foster proactive improvement.Practical implicationsThe currently low level of proactive improvement should be increased if LSPs want to enhance customer loyalty. In doing so, LSPs ought to consider the dynamism of their customers' markets.Originality/valueThe paper is the first to provide a differentiated view on the role of relationship‐specific proactive innovation that distinguishes between cost and performance improvements and illustrates their effects on three distinct customer loyalty dimensions.

A structural equations approach to assessing alternative service quality metrics within an extended service quality, customer satisfaction, customer loyalty model

This study contributes to the setting/industry specific metrics vs. the SERVQUAL metric debate. It also revisits the causality of relationships between customer loyalty dimensions and the effects of customer satisfaction on the latter. Evidence drawn from Greek banking, was analysed under a structural equations approach. Though generic, SERVQUAL was found to outperform all other metrics in terms of both grasping the particularities of the research setting and reflecting service quality’s effects. The banking specific BANQUAL-R and BSQ metrics failed in all above respects. SERVQUAL is capable of providing reliable service quality measurement in banking. Proposed industry specific metrics should be used with extreme caution. Customer satisfaction’s effects among loyalty’s dimensions were found unequal. The causality of relationships between loyalty dimensions runs from word-of-mouth to business extension passing through business retention. Customer satisfaction campaigns should better be targeted at attitud...

Recommendation and repurchase intention thresholds: A joint heterogeneity response estimation

Recommendation and repurchase intentions are the two most important dimensions of customer loyalty. Latent satisfaction thresholds at the individual level, if obtained, can function as an additional valid and effective criterion for satisfaction ratings in determining customer loyalty. To improve the existing estimation methodology on satisfaction thresholds, this paper proposes a joint heterogeneity response model to simultaneously calibrate the individual-level recommendation and repurchase thresholds through a joint specification over the heterogeneity. It conducts a simulation study to examine the parameter recovery and model validation. This paper further applies the method to two different datasets of satisfaction surveys in the automotive industry, with the first involving owners of vehicles of a single brand, and the second involving owners of vehicles of multiple brands. The results from the two empirical studies show that the proposed model consistently outperforms the two competing models and the extant approach. In addition, the results provide different insights into enhancing customer loyalty by using a new segmentation scheme based on estimated satisfaction thresholds.

Dimensions and influencing factors of customer loyalty in the intermittent service industry

This research empirically studies customer loyalty in the intermittent service industry with samples from the catering business in Beijing. Results show that customer loyalty in the intermittent service industry is composed of three causally related dimensions, namely cognitive loyalty, affective loyalty, and behavioral loyalty. Factors influencing customer loyalty in the intermittent service industry are customer satisfaction, service quality, and customer perceived value (CPV), in descending order of significance. These factors vary in their function mechanisms and effects on different dimensions of customer loyalty.

Service Loyalty

Marketing academics and practitioners generally agree that customer loyalty is vital to business success. There is less agreement on the factors that determine customer loyalty, particularly in service contexts. Research on the determinants of service loyalty has taken three distinct paths: quality/value/satisfaction, relationship quality, and relational benefits. The authors coalesce these paths to derive a model that links dimensions of customer loyalty (cognitive, affective, intention, and behavioral) with a system of determinants. The model is tested with data from varied services (airlines, banks, beauty salons, hospitals, hotels, mobile telephone) and 3,500 customers in China. Results are consistent across contexts and support a multidimensional view of customer loyalty. Key loyalty determinants are customer satisfaction, commitment, service fairness, service quality, trust, and a construct new to service loyalty models—commercial friendship. The research contributes to the literature by providing a more complete, integrated view of customer loyalty and its determinants in services contexts.