Greater Customer Loyalty Research Articles

How can green suppliers boost customer loyalty? Model proposition for energy markets

PurposeClean and sustainable energy becomes an alternative to differentiate electricity suppliers, but it is necessary to have a better understanding of their behaviour to achieve green customer loyalty. This paper aims to deploy a behavioural model that helps explain loyalty of customers towards green electricity providers by including a series of antecedents such as trust, satisfaction, perceived environmental impact, propensity to trust and perceived risk.Design/methodology/approachThe paper deploys a behavioural model that it is tested through structural equation modelling to a sample of 231 German electricity consumers with green contracts. The data analysis included two steps: first, the development and validation of the scales used to measure the constructs proposed in the model, and second, the model test.FindingsResults demonstrate that trust and satisfaction directly influence loyalty, while satisfaction and the other variables included in the model have an indirect relationship with loyalty mediated by trust and satisfaction. As green characteristics of electricity are difficult to evaluate, managers should demonstrate in their communication the environmental effects of their activities while emphasising their capacity to attend to supply requirements for building long-term customer relationships.Originality/valueThe paper is focused on the understanding of those consumers who have signed a green electricity contract and the antecedents associated to their loyalty. The behavioural model helps identify how managers should apply marketing strategies to foster green consumers loyalty.

The formation of green customer loyalty to green caf

The formation of green customer loyalty to green caf

From easy to known: How fluent brand processing fosters self‐brand connection

AbstractIn most marketplaces, brands face fierce competition. Those that are adopted into consumers' self‐concepts in the form of a strong self‐brand connection reap myriad benefits including more positive evaluations, increased purchase intentions, and greater customer loyalty. This research tests the premise that the processing fluency of two prominent branding elements, brand name and logo, may promote self‐brand connection. A series of three studies indicates that processing fluency, prompted either through repeated exposure to a logo (Study 1) or more easily processed brand names (Studies 2 and 3), is associated with a stronger self‐brand connection. Evidence across the studies supports that the sense of brand familiarity stemming from fluent assessment promotes narrative processes in which the brand is connected to aspects of one's life and that such narrative processing, in turn, leads to the formation of stronger self‐brand connections. Further, such evidence is provided via direct measures of self‐brand connections, investigation of consumers brand narratives, and hemostatic brain response as measured via functional magnetic resonance imaging.

The effects of green practices on green customer loyalty in the hotel industry: Multi-mediating role of green perceived value and green satisfaction

The effects of green practices on green customer loyalty in the hotel industry: Multi-mediating role of green perceived value and green satisfaction

Green loyalty of Islamic banking customers: combined effect of green practices, green trust, green perceived value, and green satisfaction

PurposeDeparting from the spirit of environmental concern, this study aims to connect green practices of Islamic banking with green customer loyalty, both directly and through the role of green trust, green perceived value and green satisfaction.Design/methodology/approachIn responding to the research hypothesis, this study analyzed 341 customer questionnaires using the structural equation modeling-partial least squares method.FindingsThis study found that a solid green practices program directly makes customers loyal to Islamic banks. It also discovered an indirectly convincing relationship between green practices and green loyalty through the mediation path of green satisfaction and less convincing through the mediation path of green perceived value and green trust.Practical implicationsPractically, this study highlights the importance of green practices innovation and the development of green practices programs that please customers because these programs can generate their loyalty toward the Islamic banking industry.Originality/valueTo the best of the authors’ knowledge, this study is the first to investigate the relationship between green practices and the green loyalty of customers in the Islamic banking industry.

ANALYSIS OF THE EFFECT OF DIGITAL CUSTOMER EXPERIENCE ON CUSTOMER LOYALTY THROUGH EMOTIONAL MARKETING AND CUSTOMER SATISFACTION FOR INDIHOME CUSTOMERS

Some of the conclusions obtained from this research are as follows following: Digital customer experiencesignificantly influence customer satisfaction. This shows that the greater the digital customer experience value that can be felt by customers, the customer satisfaction will increase. Digital customer experiencesignificantly influence emotional marketing. In this study, the relationship between these two variables is the closest of all variables because it has the highest path coefficient and t values. This shows that the greater the value of the digital customer experience, the greater the emotional marketing that customers can feel. emotional marketingsignificantly influence customer satisfaction. This shows that the greater the value of emotional marketing that can be felt by customers, the customer satisfaction will increase. emotional marketingsignificantly influence customer loyalty. This means that the greater the value of emotional marketing that can be felt by customers, the customer loyalty will increase. Customer satisfactionsignificantly influence customer loyalty. This shows that the greater the value of customer satisfaction, the greater customer loyalty will be. Digital customer experiencesignificantly influence customer loyalty through customer satisfaction. Digital customer experiencesignificantly influence customer loyalty through emotional marketing. emotional marketingsignificantly influence customer loyalty through customer satisfaction. Digital customer experiencesignificantly influence customer satisfaction through emotional marketing. Digital customer experiencesignificantly influence customer loyalty through emotional marketing and customer satisfaction.

Green Product, Green Corporate Image, and Green Customer Loyalty at Hotel Indigo Bali Seminyak Beach

Purpose: This study aims to analyze the effect of the application of green product quality and green corporate image on green customer loyalty at Hotel Indigo Bali Seminyak Beach. 
 Research methods: The data collection methods used are observations, interviews, questionnaires, and literature studies. The respondents in this study were 50 guests who stayed at Hotel Indigo Bali Seminyak Beach using the method of determining purposive sampling or sampling based on certain characteristics. The data analysis techniques used are descriptive qualitative and multiple regression analysis. A validity and reliability test was carried out on the questionnaire distributed to the respondents.
 Result and discussion: Based on the results of the t test that has been carried out, it was concluded that the two partially free variables have a positive influence on green customer loyalty at Hotel Indigo Bali Seminyak Beach. Green product quality is more dominant in affecting green customer loyalty compared to green corporate image because in reality guests staying at the hotel look more at how the quality of products or services offered by the hotel so that guests can decide to buy the product continuously.
 Implications: Green product quality and green corporate image together or simultaneously have a positive and significant effect on green customer loyalty.

Stock market response to the statement on the purpose of a corporation: A vindication of stakeholder theory

AbstractResearch Question/IssueOn August 19, 2019, the Business Roundtable (2019) released a statement signed by 181 chief executive officers (CEOs) of well‐known US corporations, in which they pledged “a fundamental commitment” to “deliver value to all” stakeholders. This study examines the stock market reaction to this new statement on the purpose of a corporation.Research Findings/InsightsBased on a sample of 163 publicly listed companies that signed the pledge, the results show that investors react positively to a firm's pledge in the days surrounding the statement release. The consensus among stock market investors was robust, characterized by the low volatility in the share price post‐announcement date. The decision by these companies, though intended to maximize the wealth of all stakeholders, rather than shareholders alone, carries an opportunity cost. Specifically, a post‐announcement decline in share buybacks by pledge firms relative to control firms is observed, though investors embracing stakeholder theory appear undeterred by the reduction in distributions.Theoretical/Academic ImplicationsThis study provides empirical support that, in the evolving business environment, companies must emphasize issues that concern customers, employees, non‐governmental organizations (NGOs), and the government. Failure to prioritize these issues may engender public backlash, especially in the age of social media. However, the attention to stakeholders is compatible with the focus on shareholder performance. Performance suffers when customers leave, workers feel dissatisfied, NGOs call for boycotts, and governments levy fines. Corporations seeking to increase shareholder wealth will need to fully embrace stakeholder concerns.Practitioner/Policy ImplicationsThis study shows that adopting a stakeholder perspective unlocked value that would not have been achieved had the focus remained on shareholder primacy. The excess values may derive from greater customer loyalty, improved employee motivation, better supplier relations, supportive financiers, maximizing revenue, minimizing costs, and/or yielding higher profits. Shareholders anticipate greater long‐term value from companies emphasizing employees, communities, supply chain, financiers, and shareholders.

Building Value through Sales Ethics

Ethical lapses seem to be at all-time highs, threatening company reputations and undermining consumer trust. Many sales associates feel forced into unethical behaviour. Ethics stress increases turnover, burnout and fatigue, and it decreases employee satisfaction. What if ethical sales practices could create value through increased sales, higher customer satisfaction and retention, more referrals and improved well-being for employees? Research shows companies need not sacrifice profits for ethics. In fact, companies with higher ethical standards experience greater customer loyalty, satisfaction and referrals. This article highlights key research findings and provides practical suggestions for creating an ethical culture.

Social and Ethical Accounting: Giving a Social Face to Business

Business ethics leads to positive employee, customers and well community relations. It perceives better corporate image and reputation, greater customer loyalty, and a strong and healthier community. These benefits can ensure social and ethical accounting that is socially responsible. It is therefore, important that business schools and professionals in the corporate world turn their attention to these factors, since they are critical components in their training and practices.

Clean and green: the relevance of hotels' website quality and environmental management initiatives for green customer loyalty

PurposeCustomers' focus increasingly turns to the green practices of firms. Organizations need to rethink their strategies and position themselves concerning their environmental responsibility. The idea behind this study is to observe the influence of hotel website quality and hotel environmental management initiative (HEMI) on green customer loyalty in the Pakistan hotel industry with the mediating role of green trust (GT) and green satisfaction (GS).Design/methodology/approachThe study is quantitative, and partial least squares structural equation modelling followed to test the proposed hypotheses. A total of 542 questionnaires were used for analysis through SPSS 25.0 and SmartPLS 3.2.9.FindingsThe findings confirm the proposed positive influence of hotel website quality and HEMI on green customer loyalty. Moreover, GT and GS significantly mediate the relationship, further enhancing the relevance of green practices for hotels.Practical implicationsHotel management can get maximum customer loyalty to concentrate on hotel website quality, HEMI, GT and GS.Originality/valueThis study aims to develop a research model to incorporate hotel website quality, HEMI, GT, GS and green customer loyalty by using signalling theory and natural resource-based view theory that prior studies ignored.

The effect of environmentally‐friendly practices on hotel customers: The case of Trabzon, Turkey

The goal of this study is to find out how green product quality, green hotel image, green customer satisfaction, and green customer loyalty are interconnected. Customers staying in green hotels in Trabzon make up the population of the study. The survey approach was utilized to collect the data used in the study. The convenience sampling method was utilized in the study, and 304 people were contacted. Prior to arriving at the hospitality facility, approximately two‑thirds of the participants did not know whether the facility was an environmentally‑friendly hotel. Green product quality, green customer satisfaction, and green customer loyalty are all positively related, according to the findings. Furthermore, there is a relationship among green corporate image, green customer satisfaction, and green customer loyalty. Finally, enhancing green consumer satisfaction increases green customer loyalty.

The Study on the Store Image of Hypermarkets

The purpose of this paper is to examine the important structures of store image and how to improve a hypermarket's store image to affect customer willingness to return. This study found that the greater shopping convenience, a complete range of products, good service, and regular activities, the greater customer loyalty. The store atmosphere has no significant impact on enhancing customer loyalty. Many store customers do not pay much attention to the quality of physical and software equipment in the store, but more attention to convenience, commodity integrity, good service, and regular activities. Whether a hypermarket can provide good service is a key niche for showing its competitiveness among its competitors. The results show that the more convenient the shopping convenience, the better the service, and the more regular activities a store provides, the less likely a customer will switch to other stores for shopping.

THE EFFECT OF ATTITUDES TOWARD GREEN BEHAVIORS ON GREEN IMAGE, GREEN CUSTOMER SATISFACTION AND GREEN CUSTOMER LOYALTY

The research was carried out to determine the effect of attitude towards green behavior on green image, green customer satisfaction and green customer loyalty. The universe of the study consists of customers who have visited green hotels in Turkey. In order to test the hypotheses, Smart PLS 3 (Partial Least Squares) statistics program was used in the research. Bootstrapping technique was used to test the hypotheses that were aimed to be measured in the research. According to the results of the analysis, the attitude towards green behavior is on the green image; the green image has also been found to have a positive effect on green customer satisfaction and green customer loyalty. In addition, as a result of the analysis, it was determined that green customer satisfaction positively affected green customer loyalty.

Consumer environmental consciousness and brand preference in rivers state

This study investigated consumer environmental consciousness and brand preference in Rivers State. The study sought to establish the extent to which brand sound influence repeat purchase of power generating plants, the extent to which brand heat generation influence customer referral of power generating plants and the extent which green protection determine customer loyalty of power generating plants in Rivers State.The study adopted descriptive research design. A population of 52 loyal customers of 5 different brands of power generating plants was randomly selected while 47 questionnaires were successfully retrieved for the study. Data was collected by use of questionnaire from the respondents. Three research questions were posed and three hypotheses were tested. Data were analysed using descriptive statistics (mean and standard deviation) while inferential statistics Pearson Product Moment Correlation (PPMC) was used to test the above stated hypotheses at 0.05 level of significance. The researcher utilized the Cronbach's Alpha for Reliability Statistics to arrive at 0.75 coefficient reliability, Findings revealed that there is a great correlation between brand sound and customer repeat purchase of power generating plants in Rivers state, that there is a low correlation between brand heat generation and customer referral of power generating plant in Rivers State and that there is a great correlation between green protection and customer loyalty of power generating plant in Rivers State. Consumers in Rivers State should be loyal to power generating plants that emit less carbon monoxide for green house protection

Consumer environmental consciousness and brand preference in rivers state

This study investigated consumer environmental consciousness and brand preference in Rivers State. The study sought to establish the extent to which brand sound influence repeat purchase of power generating plants, the extent to which brand heat generation influence customer referral of power generating plants and the extent which green protection determine customer loyalty of power generating plants in Rivers State.The study adopted descriptive research design. A population of 52 loyal customers of 5 different brands of power generating plants was randomly selected while 47 questionnaires were successfully retrieved for the study. Data was collected by use of questionnaire from the respondents. Three research questions were posed and three hypotheses were tested. Data were analysed using descriptive statistics (mean and standard deviation) while inferential statistics Pearson Product Moment Correlation (PPMC) was used to test the above stated hypotheses at 0.05 level of significance. The researcher utilized Cronbach's Alpha for Reliability Statistics to arrive at 0.75 coefficient reliability, Findings revealed that there is a great correlation between brand sound and customer repeat purchase of power generating plants in Rivers state, that there is a low correlation between brand heat generation and customer referral of power generating plant in Rivers State and that there is a great correlation between green protection and customer loyalty of power generating plant in Rivers State. Consumers in Rivers State should be loyal to power generating plants that emit less carbon monoxide for green house protection.

Positioning and customer loyalty of the East Lima supermarkets, 2017

El objetivo de la presente investigación es determinar la relación que existe entre el posicionamiento y la lealtad del cliente de los supermercados de Lima Este. Se desarrolló un estudio correlacional con un diseño no experimental de corte transversal. Participaron 384 clientes calculado de una población no conocida. Para medir posicionamiento se utilizó el instrumento construido, en España, por Hartman, Apaolaza y Forcada (2002), dividida en dos dimensiones: intención de comportamiento y lealtad. Los resultados mediante la prueba Rho de Spearman, demuestran que existe relación entre el posicionamiento y la lealtad del cliente (0.476, p valor 0.00); así mismo lealtad y liderazgo en el servicio, (0.455, p valor 0.00); finalmente entre lealtad y preocupación por el entorno, (0.476, p valor 0.000). Por lo tanto, a mayores niveles de posicionamiento mayor es la lealtad del cliente. Por último, se concluye la lealtad del cliente está determinada por el nivel de posicionamiento.

Modelling green customer loyalty and positive word of mouth

Purpose The purpose of this paper is to examine the influence of consumption values, green customer satisfaction and customer trust in energy-efficient labels on green customer loyalty and positive word of mouth (PWOM) towards energy-efficient products, and how environmental knowledge moderates these relationships. Design/methodology/approach A quantitative research approach was followed using a cross-sectional design. Data were collected from 440 consumers in South Africa, who used electronic home appliances that have energy efficiency labels. A structural equation model and a multigroup analysis were used to test the hypothesised relationships. Findings The results revealed that consumption values partially influence green customer satisfaction, which, in turn, affect green customer trust and loyalty, and PWOM. Environmental knowledge only marginally moderates the relationships in the model. Practical implications Green marketing practitioners should work on improving green customer satisfaction, which is central to a sustainable green consumption lifestyle. Originality/value The theoretical contribution of this study is through the application of a multidimensional approach to testing the impact of consumption values on green customer satisfaction. Moreover, this paper provides greater clarity on the specific determinants of PWOM and examines the interplay between green customer loyalty and positive word of mouth towards green products. Furthermore, the moderating effect of environmental knowledge on the relationships in the proposed model is explained.

The effect of green banking product and green corporate image on green customer loyality mediated by green customers satisfaction in Syariah banking

<p class="Keywords">Banking has a high potential as a role model for other industries in applying the principles of Sustainable Development. Islamic banking is a bank that has a potential bank business model by implementing green banking, as well as provisions of Bank Indonesia as the Central Bank which has included Green Banking as a concept to be implemented in its business practices. This study developed a research framework to explore the relationship between green banking products and green corporate image green customer satisfaction, and green customer loyalty for Syariah Banking. Analysis technique used to analyze the data analysis Path (Path analysis). The results showed that for green banking products and green corporate image effect directly on green customer satisfaction but green banking product has not affect directly to customers satisfaction, opposite green corporate image that affect directly to green customers loyality<strong></strong></p>

The grass is greener: developing and implementing a green consumer satisfaction index

The main purpose of the study is to construct a green customer satisfaction index (GCSI) model to explore green consumer behaviours. This study validates the GCSI model by performing a case study on eco-smart hotels from 527 customers. The structural equation modelling (SEM) is then applied to verify the outcome of the GCSI model. There are seven variables in the GCSI model: 'green perceived quality', 'green corporate social responsibility', 'green expectation', 'green brand image', 'green perceived value', 'green customer satisfaction', and 'green customer loyalty'. Due to the recent growth in mobile commerce and its effect on green industries, this paper will also discuss some of the needs and future concerns of mobile users. The research outcome reveals that green customer satisfaction positively affects green customer loyalty. Green corporate social responsibility, green expectation, green brand image, and green perceived value enhance green customer loyalty through green satisfaction.