Factors Affecting Customer Loyalty Research Articles

An Empirical Analysis of Factors Affecting Customer Loyalty to Sea Freight Forwarders in Thailand

An Empirical Analysis of Factors Affecting Customer Loyalty to Sea Freight Forwarders in Thailand

Factors Affecting Customer Loyalty in Products

This study aims to determine the factors that can influence consumers have loyalty to a product produced by a company. The research method used is a qualitative method with a descriptive analytical approach. From the results of research conducted, it is known that customer loyalty is needed by producers, especially to market their products as well as the commitment of management to provide satisfactory service and quality products needed by consumers. The role of the government is often needed especially to overcome the high price of production raw materials because it is still imported from abroad.

The Antecedents of Customer Loyalty on Tabung Haji Malaysia

Customer loyalty has been a vital concern for every institution as attracting new customers costs more than maintaining the current ones. Therefore, every institution is more inclined in gaining loyal customers. This study attempts to determine the factors affecting customer loyalty toward Tabung Haji, Malaysia as TH has nearly lost the trusts of its customers due to the issues occurring recently. Concerns have been circling the decision of TH to purchase a plot of land in the Tun Razak Exchange, jeopardizing TH image and performance due to the assumption that TH have utilized their savings improperly and exhaust all of their savings unknowingly. The study was carried out by distributing questionnaires to 120 random depositors of Tabung Haji. Service quality, customer satisfaction and trust are the factors that have been investigated in this study. The study showed that customer satisfaction is the most significant factor in influencing customer loyalty in Tabung Haji. The SPSS software is used to analyze the data gathered from the respondents.

The Effectiveness of Switching Barrier on Customer Loyalty Mediated with Customer Satisfaction: Telecommunication Industry, Batticaloa

The mobile telecommunications service providers face technical hitches to meet customer loyalty, to increase the market share. Therefore, service providers should be conscious of the factors affecting customer loyalty in building strong relationships. This study aims to investigate the effectiveness of switching barrier on customer loyalty with regards to customer satisfaction in mobile telecommunication service providers. The objective of this study is to identify the level, relationship and impact of switching barrier on customer satisfaction and loyalty. Finally, the study examines the mediating role of satisfaction. This study was based on the customer’s perspectives and their experiences with mobile telecommunications service in Batticaloa. Data were obtained from the sample 200 customers, and stratified random sampling was used. The descriptive statistics, correlation and regression analysis were used to analyse the data.
 The results revealed that the switching barrier has a significant impact on loyalty and satisfaction. Same as satisfaction has significant impact on loyalty. And also, switching barrier impact on customer loyalty significantly through customer satisfaction. The study contributes to existing theoretical and practical knowledge by providing evidence regarding the relationships between switching barrier on customer loyalty, and customer satisfaction. The telecommunication service providers, in Sri Lanka; it is growing rapidly with high competition between the service providers. Hence, this research has the potential to contribute to the overall telecommunication service providers in terms of how to maintain long-term relationships between the service providers and their customers through the strategies of switching barrier.

Halal Logistics Performance and Customer Loyalty: From the Literature Review to a Conceptual Framework

Customer loyalty has become the most important goal of companies’ logistics and supply chain divisions. In a Muslim country such as Indonesia, halal products have the potential power to foster customer loyalty. Halal status highly depends on halal logistics, especially with regard to halal meat products. A good halal meat product depends on good halal logistics performance. The influence of logistics performance on loyalty has been investigated in many marketing studies, but research in the field of halal logistics is rare. The research gap in this area has become the background for this conceptual paper. The main purpose of the paper is to provide a literature review of halal logistics performance and customer loyalty, thereby establishing the issues concerning both subjects. The review also provides a conceptual framework for the study, including other factors affecting customer loyalty, such as halal supplier service quality, perceived service value, and customer satisfaction.

Studying the relationship between the perceived value of online group-buying websites and customer loyalty: the moderating role of referral rewards

PurposeThe purpose of this study is to examine the effect of perceived value on customer loyalty through affective commitment in the online group-buying (OGB) context. This paper addressed the following questions: what are the factors affecting customer loyalty (i.e. revisit intention and buy more intention); and how do referral rewards moderate the impact of affective commitment on customer loyalty?Design/methodology/approachAll data were collected from OGB websites’ members in Taiwan. The total number of respondents to the online survey was 403. The data were analyzed using structural equation modeling (SEM) to test a perceived value–commitment–loyalty model.FindingsThis study shows that three proposed antecedents (i.e. OGB scheme value, hedonic value and social value) can trigger customer loyalty through affective commitment. Monetary savings, a variety of merchandise and aspirational products are all critical OGB scheme value components. The results also show that referral reward importance positively moderates the relationship between affective commitment and revisit intention.Practical implicationsThe findings have implications for managing people and work tasks in OGB websites. First, understanding the importance of dimensions of value should enable OGB managers to develop more accurate targeting strategies. This study provides guidance on the design of the platform and the OGB scheme, for the effective allocating of marketing resources. Second, a referral reward mechanism can be a critical CRM tool; in addition to the potential to attract new customers, they can also help to retain existing customers. This mechanism is a very effective method to enhance customer stickiness.Originality/valueThe marketing literature generally recognizes the importance of developing and maintaining long-term relationships with customers. This study is the first one to explore the importance of affective commitment in developing and sustaining loyal relationships in the OGB context. Referral rewards are an important moderator variable: affective commitment has a stronger effect on the revisit intention when the referral rewards are high. The findings of this study provide insights into how OGB website developers can create customer commitment and more effectively retain existing customers through the use of referral rewards.

A development model of factors affecting customer loyalty to mobile service providers in Thailand

A development model of factors affecting customer loyalty to mobile service providers in Thailand

An empirical study of factors affecting customer loyalty in e-business: a predictive study in selected states of India

Online transactions have brought a new dimension to the buying and selling of goods and services. However, the impact of internet in India is constrained by many obstacles like limited availability of internet infrastructure, high costs of internet access and usage, lack of awareness, truncated digital literacy, narrow range of applications. The purpose of this paper is to assess factors that will affect the future usage of e-commerce by internet users across the country which was achieved by using a survey approach. The use of social media helped immensely to achieve the intended purpose. Data analysis was done by using SPSS. Results indicate that the internet users have the necessary knowhow of utilising the benefits of digital transactions. The paper also provides managerial implications for online companies with regard to improved security during transactions, designing convenient website layouts and building a value proposition in order retain online customers in the future.

An empirical study of factors affecting customer loyalty in e-business: a predictive study in selected states of India

Online transactions have brought a new dimension to the buying and selling of goods and services. However, the impact of internet in India is constrained by many obstacles like limited availability of internet infrastructure, high costs of internet access and usage, lack of awareness, truncated digital literacy, narrow range of applications. The purpose of this paper is to assess factors that will affect the future usage of e-commerce by internet users across the country which was achieved by using a survey approach. The use of social media helped immensely to achieve the intended purpose. Data analysis was done by using SPSS. Results indicate that the internet users have the necessary knowhow of utilising the benefits of digital transactions. The paper also provides managerial implications for online companies with regard to improved security during transactions, designing convenient website layouts and building a value proposition in order retain online customers in the future.

A development model of factors affecting customer loyalty to mobile service providers in Thailand

The purpose of this research is to explore the model of factors affecting customer loyalty to mobile service providers of Thailand. Consequently, this study examined and analysed the causal relation factors of service quality, brand image, customer satisfaction, and switching deterrents on their loyalty. Based on previous empirical studies, this study proposes a structural model of customer loyalty and units of analysis are selected from users of 3 major mobile phone service providers, totalling 400 people. Population sampling is mobile users from the percentage of six areas in Bangkok with multi-stage sampling. A set of questionnaires is used to collect data. An analysis of structural equation modelling using AMOS 21 program is conducted to test the ten hypotheses. This paper provides development model for mobile phone service providers to manage the important influential roles of service quality, brand image and customer satisfaction effect on customer loyalty.

A structural relationship model of factors affecting customer loyalty for retail convenience store businesses in Bangkok, Thailand

The objectives of this research were: 1) to develop and verify the structural relationship model of factors affecting customer loyalty for retail convenience store businesses in Bangkok and 2) to study the influence of perceived service quality (PSQ), perceived price (PP), perceived product quality (PPQ) and customer satisfaction (CS) on customer loyalty (CL). The sample group comprised 400 customers, all of whom were selected on the basis of convenience sampling. A rating scale questionnaire with a reliability score between 0.911 and 0.967 was used as the research tool. The data were analysed using confirmatory factor analysis and causal structural model analysis as inferential statistics. The results revealed that the model fit confirms as appropriate (GFI = 0.956 and RMSEA = 0.035) Causal variables were able to explain the fluctuation in loyalty for Bangkok convenience stores at the rate of 72.9%. This loyalty was directly influenced by CS and PSQ.

지역거점 공공병원의 의료서비스 질과 고객충성도와의 관계

본 연구는 지역거점 공공병원의 의료서비스 질과 고객충성도와의 관계를 연구하여 의료서비스 질의 향상 방안을 제시하는데 그 의의가 있다. 조사대상자는 2014년 6월 9일부터 6월 30까지 지역거점 공공병원을 내원한 고객들로 604명을 최종 조사대상으로 선정하였다. 분석방법은 신뢰도 및 요인분석과 고객충성도에 영향을 미치는 요인을 파악하기 위하여 위계적 회귀분석을 실시하였다. 결론을 보면 고객충성도에 영향을 미치는 요인으로 접근성, 병원인지도, 지각 된 비용효과 가치, 인적서비스가 유의한 영향을 미치는 것으로 나타났다. 앞으로 지역거점 공공병원이 양질의 의료서비스를 제공하기 위해서는 지속적인 관리를 통해 고객관리의 연속성을 가지는데 집중함으로써 이용빈도와 충성도를 높이기 위한 노력이 필요하다. This study is significant for its proposed health care quality improvement methods to study the relationship between the medical service quality and customer loyalty in the regional hub public hospital. The subjects were selected 604 people who visited the regional hub public hospital to customers from June 9 to June 30, 2014 as the final survey. The analysis was conducted hierarchical regression analysis to identify factors affecting the reliability factor analysis and customer loyalty. In conclusion showed that accessibility factors affecting customer loyalty, awareness hospital, the perceived value of cost-effectiveness, human services on a significant impact. The regional hub public hospitals by focusing efforts I have a continuity of customer care through constant management in order to provide quality health care, increase the frequency of use and loyalty are needed.

Factors affecting customer loyalty for mobile telecommunication industry

Purpose This research works toward identifying the service quality constructs for the telecommunication industry, the extent they affect customer satisfaction, the perceived switching costs and their significance to the customer. The purpose of this paper is to examine the effect of customer satisfaction and switching barriers on customer loyalty as well as the mediating effect of the switching barriers on the customer satisfaction and loyalty link. Design/methodology/approach An empirical causal framework was developed and tested through qualitative and quantitative phases. In-depth interviews were performed with consumers and experts in the field as well a survey with consumers. The results were analyzed using Cronbach’s α, Pearson’s correlation and regression analysis techniques. Findings The results of the research showed that network quality, customer support and pricing structure are the main service quality constructs that affects the customer satisfaction, showing how the customer is more interested in the core services other than other benefits and value-added services. Originality/value The research presents a comprehensive framework enabling mobile service providers to understand the factors affecting consumer loyalty. In terms of practical implication; the telecommunications sector is changing radically and as the market is approaching its maturity, customer retention has become a critical issue in the success of the mobile telecommunications business. The findings of the research can aid practitioners in firms in focussing their efforts on areas that can build consumer loyalty and retention.

Modelling and evaluating customer loyalty using neural networks: Evidence from startup insurance companies

The purpose of this study is to investigate the customer–service provider relationship in the insurance industry using artificial neural networks and linear regression. Using a sample of 389 customers from 10 different startup insurance companies, it was found that artificial neural networks are an efficient way to evaluate the factors affecting customer loyalty. The results indicated that customer satisfaction and perceived value are significant predictors of customer loyalty. Additionally, it was found that trust, perceived quality, and empathy have a significant impact on both customer satisfaction and perceived value. The results also showed that customer commitment to service provider is positively associated with customer satisfaction and loyalty. After comparing the performance of linear regression models with artificial neural networks, it was found that the use of neural networks is a better approach for analyzing the customer loyalty, satisfaction, and perceived value. The use of new techniques such as artificial neural networks for analyzing the customer behavior can be particularly beneficial for startup companies who aspire to gain competitive advantage over their strong and well-established rivals.

Factors Affecting Customer Loyalty of Fitness Centers: An Empirical Study

<p>Awareness of healthy lifestyle in society is increasing day by day. Therefore, the fitness centers more motivated to focus on these business opportunities. Hence, it is important for companies to understand how to satisfy consumers to obtain consumer loyalty. Main variables were applied to predict customer loyalties areswitching cost, customer value, physical environment, and customer satisfaction. Data was collected through questionnaires distribution to students at private university in Tangerang. Data then was analyzed to by applying multipleregressionswith SPSS software. The results showed that there are three hypotheses are supported. The hypothesis is the relationship between switching cost and customer value, the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer loyalty. There is a hypothesis that is not supported, namely the relationship between the physical environment and customer satisfaction. This study also provides a discussion and offers direction for further research.</p><p>Kesadaran akan hidup sehat dalam masyarakat semakin meningkat. Oleh karenaitu, perusahaan-perusahaan pusat kebugaran termotivasi untuk focus pada peluang bisnis ini. Dengan demikian, pemahaman akan kepuasan konsumen yang dapat menjadikan konsumen semakin loyal adalah penting bagi perusahaan. Penelitian ini focus pada variable biaya perpindahan, nilai yang diterima konsumen, lingkungan fisik, dan kepuasan konsumen dalam memprediksi loyalitas konsumen. Data dikumpulkan melalui penyebaran kuesioner pada mahasiswa di sebuah universitas swasta. Data kemudian dianalisis dengan menggunakan regresi berganda. Hasil penelitian menunjukkan bahwa terdapat tiga hipotesis yang didukung. Hipotesis tersebut adalah hubungan antara biaya perpindahan dan nilai yang diterima konsumen, hubungan antara nilai yang diterima konsumen dan kepuasan konsumen, dan hubungan antara kepuasan konsumen dan loyalitas konsumen. Terdapat satu hipotesis yang tidak didukung, yaitu hubungan antara lingkungan fisik dan kepuasan konsumen. Penelitian ini menyampaikan pembahasan dan arah atas penelitian selanjutnya.</p>

Factors affecting customer loyalty The case of fresh fruit customers in Vietnam

This paper aims to test theory on factors affecting the loyalty of customers of fresh fruits in the Vietnamese market. The results from SEM indicate that the customer loyalty is directly affected by brand awareness, brand association, perceived quality and perceived safety. The results also show that perceived quality and brand awareness exert direct influence on brand association.

Factors Affecting Customer Loyalty Towards Yes Company in Malaysia

Using internet has become an essential part of all customers. Within the recent time, internet services have grown to be wide in the whole world. Despite its attractiveness, customer loyalty towards internet company website has become an issue due to stiff competition among the internet company in Malaysia. As the development and validation of a customer loyalty model in internet company website context in Malaysia had not been addressed by past studies, this study attempts to propose a model based on the theoretical part. With the purpose to investigate factors influencing customer loyalty towards Yes company. A questionnaire survey was conducted with the sample consisting of Yes company internet users in Kuala Lumpur. The factors that influence customer loyalty towards Internet Company in Malaysia have been investigated and tested.

Factors Affecting Customer Loyalty Towards Yes Company in Malaysia

Factors Affecting Customer Loyalty Towards Yes Company in Malaysia

Corporate social responsibility and service innovation on customer loyalty

Purpose– Customer loyalty is crucial for firms to generate positive returns. Creation of customer loyalty is a challenge for service firms because switching service firms can represent a risk. The purpose of this paper is to examine how wealth managers select and implement corporate social responsibility (CSR) and service innovation strategies to influence customer loyalty.Design/methodology/approach– A review of the related literature indicated that scant studies have determined the meanings and outcomes of CSR and service innovation. Therefore, the roles of CSR and innovation were examined in this study to evaluate how these factors affect customer loyalty in a wealth management context. The authors evaluated customer advocacy, relationship quality, and relationship value as mediating variables, and formulated six hypotheses. Data were collected using a questionnaire survey distributed to wealth management customers in Taiwan. All the hypotheses were verified using a structural equation model and data collected from the respondents.Findings– The results indicated that relationship quality and value are positively related to customer loyalty, and customer advocacy is positively related to both relationship quality and value. In addition, CSR and service innovation are positively related to customer advocacy.Research limitations/implications– This research was limited to collecting data related to specific service providers, and therefore consumers in other countries should be examined to test the robustness of the theoretical model. The results of analyses conducted on other industries and in other countries might differ.Practical implications– In the wealth management service context, CSR and service innovation capabilities contribute to customer advocacy, which can achieve superior relationship quality, relationship value, and customer loyalty.Originality/value– This paper contributes to investigations on the effect of CSR and service innovation on customer loyalty by adopting customer advocacy, relationship quality, and relationship value as mediators.

Customer Switching Costs and its Correlates in the Turkish Credit Card Market

In recent years, service quality, trust, corporate image and switching cost are mainly viewed as the primary determinants of repeat choice behavior. In the literature, according to many authors, switching costs have (1) financial switching cost, (2) procedural switching cost and (3) relational (psychological) switching cost. Each type also composed of multiple facets. The aim of this study is to determine customer switching costs the credit card market and to form a third-order measurement model and to examine the associations among switching cost., loyalty, service quality, trust and corporate image. Firstly we examined the concept of switching cost and determined all the facets. Secondly, the relationships among all the variables were analyzed by the confirmatory factor analysis (CFA). The findings from CFA show that the switching cost is explained by monetary loss, benefit loss, evaluation, learning, set-up, uncertainty and relationship loss cost. Also there is no significant association between customer loyalty and monetary loss and learning cost because of the competition in the Turkish credit card market. Uncertainty and relationship loss cost are associated with customer loyalty. On the other hand, the most important factors affecting customer loyalty are trust, perceived service quality and corporate image, respectively.