Loyalty Scale Research Articles

Relationships Between Service Quality, Customer Loyalty and Customer Repurchase Intention: The Example of Health and Fitness Clubs

This study was conducted with the aim of testing the relationships between service quality perceptions, customer loyalty levels, and customer repurchase intentions of customers in health and fitness clubs. The sample group for the study comprised 476 individuals (233 female, 243 male) exercising in health and fitness clubs. Participants answered the Turkish version of the “Service Quality Assessment Scale (T-SQAS)”, the Turkish version of the “Loyalty Scale in Sport Services (T-LSSS)” and the Turkish version of the “Repurchase Intention Scale (T-RIS).” For the analysis, t-test, MANOVA, ANOVA, and Pearson correlation statistical methods were used. The most substantial gap between participant expectations and perception scores concerning service quality was observed in the “program” subscale, while conversely, the “locker room” subscale had the smallest difference. The means subscale scores for the “(T-LSSS)” of female participants were identified as being higher than those of male participants. There was a positive relationship between service quality, customer loyalty, and repurchase intention. Finally, it was evident that members were dissatisfied with the services offered, indicating an inconsistency between their expectations and the actual service delivery. Managers of health and fitness clubs should make the necessary effort to increase the service quality of their clubs to the highest level. Positive effects of service quality on the formation of repurchase intention, the first stage of creating loyal customers, will increase the competitive power of health and fitness clubs in the market.

The Availability Degree of Mindfulness among Arab Public School Principals and its Relationship with Teachers’ Organizational Loyalty within the Green Line

The study examined mindfulness availability degree among Arab public school principals and its relationship with teachers’ organizational loyalty. The survey descriptive correlational methodology was employed. The sample included (413) school principals and teachers selected using simple random sampling. Mindfulness of School Principals and Organizational Loyalty scales were employed after validity and reliability for both scales were obtained. The mindfulness availability degree among Arab public school principals within the Green Line was moderate. Teachers’ within the Green Line organizational loyalty was also moderate. A statistically significant positive correlation was found between mindfulness availability degree among Arab public school principals and teachers’ organizational loyalty. The study recommended the need for training programs for school principals to prepare them as leaders practicing mindfulness in mindful recognition and openness.

A sense of belonging and loyalty among Turkish undergraduate students: serial mediating role of college outcome expectation and engagement

ABSTRACT This study examines the serial mediating role of college outcome expectation and engagement in the relationship between a sense of belonging and loyalty. It goes further by exploring the serial mediating roles of college outcome expectation and student engagement, in contrast to previous research that primarily concentrated on the direct relationship between the sense of belonging and student loyalty. The data were collected from 677 full-time undergraduate students using the Student Loyalty Scale, the Sense of Belonging Scale, the College Outcome Expectation Questionnaire, and the University Student Engagement Inventory. The path analysis was conducted using the PROCESS macro. The analysis shows that college outcome expectation and student engagement serially mediate the relationship between a sense of belonging and student loyalty. When students feel a strong sense of belonging and their college outcome expectations are satisfied, they are more likely to be engaged in their educational pursuits, which, in turn, impacts their loyalty towards the institution. The findings of this study have significant implications for higher education administrators and instructors, including the need to adopt a student-centered strategy, and offer inclusive guidance, support services for the benefit of students.

Big Five Personality and Consumer Trust: The Impact on Consumer Loyalty

The growth of e-commerce platforms in Indonesia has led to a significant surge, intensifying market rivalry and pushing companies to prioritize establishing customer loyalty. The primary objective of this study is to investigate the impact of the big five personality traits and customer trust on customer loyalty. The present study employed a quantitative methodology, utilizing a correlational research design. The researchers employed purposive sampling to conduct the sampling process. It comprised 145 customers who had engaged in several transactions on online retail platforms and employed the IPIP-BFM-25 scale, Customer Trust Scale, and Customer Loyalty Scale as research instruments. The data collected from online questionnaires was further analyzed using multiple linear regression techniques. Extraversion, agreeableness, and openness—three essential characteristics from the Big Five personality model—are shown to have an impact on customer loyalty in the current study. On the contrary, conscientiousness and neuroticism do not influence customer loyalty. Additionally, this study demonstrates a significant positive relationship between customer trust and loyalty. The findings of this study can be used by companies to formulate effective strategies to sustain client loyalty.
 Keywords: big five personality, customer loyalty, customer trust, online store, personality

Impact of Locus of Control on Brand Loyalty in the Adults of Karachi, Pakistan

The current study was an attempt to investigate the relationship between locus of control and brand loyalty. To know the predictive relationship between these variables, a stratified sample of 400 adult participants (200 male, 200 female) aged between 20-40 years was asked to complete scales for measuring the locus of control scale (Levenson, 1973) and brand loyalty scale (Sheth et al., 1999). Simple linear regression analysis reveals that locus of control (internal or external) is a significant predictor of brand loyalty. If the internal locus of control is higher in an individual, their brand loyalty will subsequently be less or decreased. External locus of control would mean higher brand loyalty.

Relationship Between Brand Awareness Levels, Brand Loyalty Behaviors, Brand Function Perceptions, Factors Influencing Brand Loyalty, and Preferred Criteria in Product Purchasing Among Secondary School Students Engaged in Sports

This research was conducted to determine whether there is a significant relationship between brand awareness levels, brand loyalty behaviors, brand function perceptions, factors affecting brand loyalty and preference criteria in product purchase in a sample of secondary school students engaged in sports. In the research, a relational survey method was employed. The study group consisted of a total of 250 students [n(male=185), n(female=65)] who were enrolled in high schools affiliated with the Konya Provincial Directorate of National Education during the first half of the 2019-2020 academic year and represented different sports branches (such as football, volleyball, basketball, handball, folk dancing, taekwondo, kickboxing, badminton, fitness, wrestling, fencing) at their schools or participated in competitions. The average age of the students participating in the research is 16.48±1.16. Brand Awareness Scale consisting of 5 statements and a single dimension, Brand Loyalty Scale consisting of 6 statements and a single dimension, Brand Functions Scale consisting of 14 statements and 3 sub-dimensions, Factors Affecting Brand Loyalty Scale consisting of 13 statements and 4 sub-dimensions and Preference Criteria in Product Purchase Scale consisting of 23 statements and 4 sub-dimensions were used as data collection tools. Relational survey model and convenience sampling method were used in the study. As a result of the research, it was determined that there are positive, medium and low-level significant relationships between the brand awareness levels, brand loyalty behaviors, brand function perceptions, factors affecting brand loyalty and preference criteria in product purchase of secondary school students engaged in sports.Keywords: Brand Awareness, Brand Function, Brand Loyalty, Secondary School Students, Sports Marketing

ИМИДЖ ОРГАНИЗАЦИИ КАК ЭЛЕМЕНТ ОРГАНИЗАЦИОННОЙ КУЛЬТУРЫ

The purpose of the study was to identify the predominant type of culture in the company, the image profile of the enterprise in the eyes of employees, the level and type of loyalty of personnel. The following research methods were applied in the work: a survey of the staff of a medical institution using the OCAI (Organizational Culture Analyze Instrument) methodology by Kim Cameron and Robert Quinn; a survey using the methodology of A. Ya. Kibanov to study the image profile of the employer; polling on the John Meyer and Natalie Allen organizational loyalty scale; Survey based on the methodology for assessing the level and parameters of the employee’s demonstrated loyalty to the organization. The analysis made it possible to determine what should be paid attention to when carrying out measures to improve and develop the image as an element of organizational culture. Attention was paid to strengthening and improving the organizational culture itself, increasing the loyalty of personnel, as well as improving the poorly developed qualities of the enterprise. The proposed recommendations can be used by the company’s management to strengthen its competitiveness and increase the loyalty of personnel.

Development and validation of a scale for measuring pet owners' loyalty to their pet*

Loyalty is a person's willingness to devote oneself to a cause and consists of concepts such as fidelity, not giving up, continuity, and stability. For this reason, this relationship stems from loyalty to be able to talk about a strong attachment between humans and animals. This study aimed to develop a measurement tool for the evaluation of the loyalty levels of people toward their pets. The qualitative method for determining the judgments in the scale will be called the pet loyalty scale; the quantitative methods (explanatory factor analysis and confirmatory factor analysis) were used to determine the validity and reliability of the scale. The qualitative method was carried out with 40 animal owners in Bursa, while both quantitative methods were applied to 580 animal owners in İstanbul, Ankara, and İzmir. The analysis of the results revealed that the total variance explanation rate of the scale was 62.1%, and Cronbach's alpha value was 0.764. Consequently, a 19-item pet loyalty scale consisting of four factors, namely "hearty commitment", "stability", "possibility of giving up", and "responsibility", was developed. This scale was considered to have sufficient validity and reliability to measure the loyalty of animal owners to their animals.

The Mediating Role of Customer Satisfaction Between Service Quality and Customer Loyalty: A Study in Commercial Sport Organizations

This study aimed to examine the relationship between service quality, customer satisfaction and customer loyalty in sports organizations. The sample of the study consisted of the customers of commercial sports organizations (fitness centers, health & sports centers and gyms) in a big city in eastern Turkey (n=409). Three scales were used as data collection tools in the study: The QSport-14 developed by Yildiz and Kara (2012), the customer satisfaction scale developed by Cronin, Brady, and Hult (2000), the customer loyalty scale developed by Zeithaml, Berry, and Parasuraman (1996). The data were analyzed with the structural equation model. SPSS and Smart PLS statistical programs were used in the analysis of the data. First of all, the scales were subjected to measurement model analysis. At the measurement model stage, the validity and reliability analyzes of the scales were made. Then, structural model analysis was applied. In the structural model stage, the estimation evaluations of the model were made. Structural equation modeling was applied to test the hypotheses. The results of the analysis showed that service quality had a significant and positive effect on customer loyalty (β=0.898; p<0.001), and customer satisfaction had a significant and positive effect on customer loyalty (β=0.848; p<0.001). Another analysis result indicated that customer satisfaction had a full mediation effect between service quality and customer loyalty (β=0.761; p<0.001).

Private Schools' Marketing Tactics, Parents’ Loyalty and School Image: A Structural Equation Model

In this research, it is aimed to reveal the relationship between the “marketing tactics” used by private schools, “school image” and “parent loyalty”. Participants of the study consist of 812 parents, whose children are enrolled to private schools during the 2019-2020 academic year in Sivas. The research data were collected using “Marketing Tactics Scale”, “School Image Scale”, and “Parent Loyalty Scale”. For the analysis of the data, descriptive statistics, correlation tests and structural equation modeling were used. The results of the analysis confirmed all the hypotheses developed within the scope of the theoretical model. Results showed that “marketing tactics” regarding “products and services”, “school employees”, “physical facilities”, “price and payment” directly and indirectly affect “school image” and “parents’ loyalty”. It was also found that parents’ percieved “school image” and “school employees-oriented marketing tactics” were the most effective factors on the “parental loyalty”.

MODELING CUSTOMER LOYALTY INTENTIONS, FOOD QUALITY AND DEMOGRAPHIC MODERATORS IN SUBSISTENCE MARKETS

The study sought to determine the strength of the relationship between food quality and customer loyalty intention in the restaurant industry. More importantly, the study sought to determine the moderating effects of demographic variables (age, gender and level of education) on the association between food quality and customer loyalty intentions. The study was informed by the theory of customer loyalty. To substantiate the model of the study, a sample of 200 respondents was drawn from selected restaurants using a structured questionnaire. The main effects between food quality and customer loyalty intention were tested using inferential statistics whereas moderated effects of demographics (age, gender and level of education) were computed using moderated multiple regressions. All the hypothesised moderators were supported with significant interaction effects. The results suggest that the nexus between food quality and customer loyalty intention is not a straight forward relationship. More sensitive consumers were young adults, females and those with tertiary education. Therefore, the study validates the food quality and customer loyalty scales in a subsistence market. Testing moderating effects of demographic profiles brings precision in theoretical models in restaurant consumer behaviour studies, which are sparse in extant literature.

Relationship between Sports Education Students’ Team Loyalty and Sports Organization Consumption

This research aims to analyze how students who acquire sports education feel about their teams and how they consume sports organizations in terms of many aspects. The Sports Organizations Consumption Scale (SOTS), which has 25 questions and 5 factors, and the Team Loyalty Scale, which has 10 items and 2 factors, were used as evaluation tools. Using the SPSS 25.0 package program, parametric analyses were performed on the acquired data. Then, a “Pearson correlation analysis was used to establish the level and direction of the association between the dependent variables. The students’ team loyalty levels and their consumption of sports organizations have been found to have a positive and moderate level relationship (r= 0.44; p.000). In terms of gender, class, and being a national athlete, there was a significant difference in the perspectives of students who had athletic training (p0.05).

Особенности состояний психологического благополучия сотрудников органов внутренних дел с различным уровнем служебной лояльности

The article considers the problem of interrelation of service loyalty and substantiates the position that loyalty is not only a significant factor in ensuring the effectiveness of professional activity, but also an indicator of subjective well-being. The aim of the paper is to establish psychological peculiarities of psychological well-being experience by internal affairs officers with different levels of loyalty. The hypothesis of the research was the assumption that there is a reliably significant relationship between the indicators of loyalty and psychological well-being of internal affairs officers. The research sample consisted of active employees of territorial bodies of internal affairs (n=200, male - 153, female - 47, the length of service of respondents was 10.6 years and age - 33 years). Research methods: loyalty measurement technique by S.S. Baranskaya, Organizational Loyalty Scale by J. Meyer, N. Allen, Psychological Well-being Scale by K. Riff (adaptation by T.D. Shevelenkov, P.P. Fesenko), method «Motive realization possibility» by V.I. Dominyak. The study revealed common and different values in the indicators of groups of employees with high and low levels of loyalty on the scales of «Autonomy» and «Personal Growth» (p≤0.05). The correlation analysis revealed reliable positive relations of psychological well-being and emotional, professional loyalty, and negative relations of well-being and disloyal behavior in the group of employees with high loyalty level. In the group of employees with a low level of loyalty, the values of well-being correlate positively with the values of professional loyalty and negatively with the values of continued and normative loyalty.

The Relationship Between Parental Satisfaction and Parental Loyalty in Kindergartens: The Mediating Role of Parental Trust and Parental Relationship Commitment.

This study aimed to explore the psychological mechanisms behind the relationship between kindergarten parental satisfaction and parental loyalty. This study used the parental satisfaction scale, parental trust scale, parental relationship commitment scale, and parental loyalty scale on 923 kindergarten parents. The test was conducted on 923 kindergarten parents. The results of this study showed that parental satisfaction significantly and positively affected parental loyalty. Parental trust was partially mediated between parental satisfaction and parental loyalty. Parental relationship commitment was also partially mediated between parental satisfaction and parental loyalty. Regarding to parental satisfaction and parental loyalty, parental trust and parental relationship commitment had chain mediation effect between parental satisfaction and parental loyalty. The findings of this study provided valuable insights into the effect of parental satisfaction on parental loyalty and offer concrete practical suggestions for kindergarten operators to improve the loyalty of kindergarten parents.

The Relationship Between Emotional Labor, Organizational Loyalty, and Turnover Intention in Nurses

Objective: This study aimed to determine the relationship between nurses’ perceptions of emotional labor, organizational loyalty, and their turnover intention.
 Methods: This study was conducted in a private hospital in Ankara and two hundred and seven nurses participated. Correlation analysis was used to determine the relationships between variables. Multiple linear regression analysis was used to measure the effect of emotional labor and organizational loyalty on turnover intention. The data were obtained using the Emotional Labor Scale, the Organizational Loyalty Scale, the Turnover Intention Scale, and an information form developed by the researchers to inquire about the personal and professional characteristics of the nurses.
 Results: Nurses’ perceptions of organizational loyalty had a negative effect (-0.664) on their turnover intention. Twenty percent of the change in nurses’ turnover intention is explained by organizational loyalty and the dimensions of emotional labor, namely, superficial acting, deep acting, and natural emotions.
 Conclusion: It was found that the emotional labor and organizational loyalty perceptions of the nurses were at a moderate level, whereas their turnover intention was low. It was found that only organizational loyalty had a significant effect on nurses’ turnover intention.

Analysis of Customer Bonding Implementation Strategy on Membership Loyalty of Parkson Centro Card at Centro Department Store the Plaza Semanggi

The purpose of this study was to determine the customer bonding carried out by the Centro Department Store at The Plaza Semanggi and determine customer loyalty and the effect of customer bonding on the commitment of Parkson Centro Card members. This research is correlational quantitative research. The population in this study are customers from the Cetro Department Store at The Plaza Semanggi who are registered as members of the Parkson Centro Card for at least 1 year. The samples taken in this study were 100 peoples. The variables of this research are customer bonding and customer loyalty. The data collection method in this study uses a customer bonding scale and a customer loyalty scale. The method of data analysis in this study used regression analysis.

Özel Sektörde Çalışan Bireylerin Marka Sadakati Düzeylerinin İncelenmesi

Examination of Brand Loyalty Levels of Individuals Working in the Private Sector Abstract The aim of this study is to examine the brand loyalty levels of individuals working in the private sector. For this purpose, the sample group of the study consists of a total of 291 participants, 223 women and 68 men, selected using the convenient sampling method. In the study, the "Brand Loyalty Scale", developed by Tekin (2020) and validated and reliable, was used as a data collection tool. In order to determine the distribution of personal information of the participants in the analysis of the data, Kolmogorov Smirnov test was applied to determine whether the data showed a normal distribution, as well as the percentage and frequency descriptive statistical methods. It was determined that the data showed a normal distribution, and Parametric tests Independent sample t-test and One-way Anova tests were applied. According to the research findings, a significant difference was found between the sub-dimensions of the brand loyalty scale according to the variables of gender, marital status, fan club and following the matches. As a result, the level of brand loyalty varies according to the socio-demographic characteristics of the participants. Keywords: Brand, brand loyalty, private sector.

Peculiarities of the correlation between professional well-being and organizational commitment of information technology specialists


 
 
 The article analyzes the problem of the correlation between professional well-being and organizational commitment of specialists in the field of IT in Ukraine. The concept of "professional well-being" is defined as the psychological state of the employee associated with the efficiency and productivity of his work; the concept of "organizational commitment" as an emotional attachment, identification with the norms and values of the organization, acceptance of goals, excessive work in the interests of the company. The professional well-being was studied according to the method of "Professional well-being" K. Ruth (indicators: autonomy in professional activity, competence, professional growth, positive relations in the team, professional goals, acceptance of oneself as a professional, general indicator); and organizational commitment according to the method of "Professional demand for personality" O. Kharitonova (indicators: satisfaction with the realization of professional potential, belonging to the professional community, experiencing professional demand, professional competence, professional authority, evaluation of professional results, attitude to others, self- esteem and general indicator of personal demand in the professional plan) and the Questionnaire of J. Meyer and N. Allen "Scale of organizational commitment" (indicators: affective loyalty, normative loyalty, continuance loyalty). The correlation between professional well-being and organizational commitment has been empirically identified by correlation analysis. Loyalty scales have been found to be negatively correlated with professional well-being scales, suggesting that the more competent an IT professional considers himself, the less likely he is to become loyal to an organization. It is concluded that the structure of professional well-being and commitment to the company of IT employees has its own characteristics and requires more detailed further research.
 
 

Modeling the factors that explain customer loyalty in retail banking

Literature suggests that achieving adequate customer loyalty is a significant determinant of growth and profitability. However, in South Africa, there is no evidence of a validated customer-loyalty-in-retail-banking scale. Thus, this study aimed to contribute to the literature by validating customer loyalty in retail banking as a six-factor structure comprising customer loyalty, service quality, customer commitment, trust, switching cost and customer satisfaction, which practitioners can use as a marketing guide to better understand customer loyalty. Data was collected from one sample only once, and the sample size was selected (N = 400). Descriptive and confirmatory factor analyses were undertaken to achieve the study’s objective. Confirmatory factor analysis results validated customer loyalty in retail banking as a six-factor structure that includes customer loyalty, service quality, customer commitment, trust, switching cost and customer satisfaction. The results show no serious multicollinearity between the latent factors and that acceptable internal-consistency reliability was returned for each factor. Moreover, the measurement model returned acceptable composite reliability together with construct, convergent and discriminant validity. Moreover, IFI, TLI, CFI, SRMR and RMSEA model fit index values suggest a good fitting model. Thus, the results concluded that this six-factor model is a reliable and valid instrument of customer loyalty in retail banking and is the first validated customer loyalty scale within the retail-banking context of South Africa. Retail banks are encouraged to use this instrument as a marketing guide in their quest to provide excellent banking services to their market segments, as well as build solid bank-customer relationships.

Training and Development as Correlate of Effectiveness and Loyalty of Employees: A Case of Transmission Company of Nigeria

The study aims to examine the impact of training and development on effectiveness and loyalty among workers of Transmission Company of Nigeria, Osogbo, Osun State. The study adopted a descriptive survey research design. The study collected data through a structured questionnaire which contained three sections for demographic variables, Employee Training and Development Scale, and Employees' Effectiveness and Loyalty Scale respectively. 80 respondents were selected through the use of random sampling techniques across the establishment. Descriptive and inferential statistics were used to analyses the data. The hypotheses were tested with Pearson Product Moment Correlation and regression analysis. Hypothesis one revealed a positive correlation between employee training & development and employees’ effectiveness. The result of the second hypothesis indicated a positive correlation between training & development and employees loyalty. The study recommended regular intensive training to achieve the company's objectives through staff effectiveness. Management should also focus on innovative developmental programmes and policies for employees to be more loyal.