Loyalty Research Articles

PERANAN COMPLAINT HANDLING DAN SERVICE RECOVERY OLEH CUSTOMER SERVICE (CS) DALAM RANGKA MENINGKATKAN KEPUASAN DAN LOYALITAS NASABAH PADA PT BANK CIMB NIAGA (PERSERO) TBK

Customer service (CS), as frontliners officers who deal directly with customers, have a great influence in improving customer satisfaction and loyalty. Satisfaction and customer loyalty, one of which can be created if the CS staff can handle the complaint and can give a good recovery service for customers. The purpose of this study was to determine what efforts are made CS officers in improving customer satisfaction and loyalty. Then, the authors wanted to find out service activities Complaint Handling and Service Recovery is performed by the CS and in the end the writer wanted to know what constraints are experienced officers in dealing with customer complaints CS, and by providing service recovery. Then, what solutions are applied to the CS in tackling these obstacles. Early research, beginning with observation to the Bank CIMB Niaga Branch Sunter, in order to see how the CS staff in serving customers, handling customer complaints, and in providing service recovery. Next, researchers will conduct a structured interview regarding service activities Complaint Handling and Recovery Servive committed by CS. Then, researchers will conduct the book study by processing the data obtained and compare them with theories that are supported by this study. Keywords: Complaint, Service Recovery, Loya

Correlation study of personality characteristic and coping style on the management of departments division among new nurses

Objective To analyze the relation between personality characteristics,coping styles and division management,so as to understand the relationship between mental health status,personality characteristics,and workplace of new nurses during the adapting period of department environment,and improve the quality of care.Methods Totals of 61 nurses who were assigned to a comprehensive hospital in 2010 as the experimental group,and other 65 nurses who were assigned to the hospital in 2009 as the control group.The experimental group adopted the management of department division by analyzing the personality traits,coping style assessment and nurse leadership style,while the control group was randomly division.Intervention effects were evaluated respectively in before division,6 months and 18 months after division.Results There were six nurses left in control group,the left rate was 9％,while no one left in experimental group.Hostility factor score of SCL-90 of experimental group was lower than that in control group after 6 months of division (t =3.12,P ＜0.01),as well as the scores of retreat of coping style and rationalization factor (t =3.75,3.35,respectively;P ＜ 0.01).Forcing factor score of SCL-90,and self-reproach factor score of coping in experimental group were lower than that in control group (t =2.02,2.68,respectively ; P ＜ 0.05),while EPQL factor score was significantly higher than that in control group(t =2.20,P ＜ 0.01) after 18 months of division.Conclusions According to the psychological characteristics and coping style of new nurses,and leadership style of head nurses to divide the department for new nurses can improve mental health of the new nurses,promote them to adopt mature and positive coping styles to the stress,and promote their loyalty for the nursing and the stability of nurses team. Key words: Nurse ; Division; Personality characteristic ; Coping style

Customer satisfaction in Taipei mobile phone sector

Satisfaction increases sales volume, profit maximization, revenue growth and higher competitive advantage. This study tests the European customer satisfaction index (ECSI) model in the Taiwanese mobile phone sector. Customer satisfaction causality scores are provided for each of the antecedents and consequences of customer satisfaction to assess how they relate with the ECSI model. Antecedents and consequences of customer satisfaction provided includes perceived value, customer expectations, perceived quality, and image that are discovered to have direct and positive effects on customer satisfaction, while customer satisfaction has significant effects on customer loyalty. Image was also found to have positive and direct effects on customer loyalty. Overall, the study validated the ECSI model. Key words: Customer satisfaction index, customer satisfaction, customer satisfaction theory

Global banking survey: A new era of customer satisfaction with reference to India

Banking sector in India is facing a rapidly changing market. In today’s competitive environment relationship marketing is critical to banking corporate success. Banking is a customer oriented services industry and Indian banks have started realizing that business depends on client service and the satisfaction of the customer. The banking system occupies an important place in nation’s economy. It plays a pivotal role in the economic development of a country and forms the core of the money market in an advanced country. Banks have to deal with many customers every day and render various types of services to its customer. It's a well known fact that no business can exist without customers. “In recent years, the banking industry around the world has been undergoing a rapid transformation. To address the challenge of retention of customers, there have been active efforts in the banking circles to switch over to customer-centric business model. The success of such a model depends upon the approach adopted by banks with respect to customer data management and customer relationship management. Over the years, Indian banks have expanded to cover a large geographic and functional area to meet the developmental needs. They have been managing a world of information about customers - their profiles, location, etc. They have a close relationship with their customers and a good knowledge of their needs, requirements and cash positions.The main objective of this study is to find the interrelationships between service quality attributes, customer satisfaction and customer loyalty banking sector, close relationship. Key words: Service quality, customer satisfaction, customer loyalty.

The Effects on Consumer Satisfaction and Loyalty in Renewed Traditional Retail Market Renewal in Small and Mid-sized Cities - The Case of Yeongchun Public Retail Market in Yeongchun -

Traditional retail markets in Korea are unique public places as well as trade space of goods. These facilities are in decay because of the emerging of big-box retailer and changing of consumer's tastes. So, it is important to find out what gives consumers satisfaction and loyalty in Renewed Traditional retail Market Renewal as well as government investments to revitalize these places. The purpose of this study was to examine the relationship between the quality of service, customer satisfaction and customer loyalty at renewed traditional markets. To do so, we investigated the quality of the physical environment, the interaction between vendors and customers, customer satisfaction with the merchandise at the Youngchun Public Market. One hundred and ninety two customers at the Youngchun Public Market were and surveyed using a questionnaire. Regression analysis of the structural equation model was conducted to test the research hypotheses. The results of this study can be summarized as follows: First, quality of service at a traditional market is properly modeled on the physical environment, the interaction between customers and vendors and customer satisfaction with the merchandise the same as a big discount store. Second, taken together, the quality of the physical environment, the customer-vendor relationship and the sales transaction affected consumer satisfaction and loyalty. In particular, the quality of the merchandise affects consumer satisfaction and loyalty more than the physical environment and the customer-vendor interaction.

The Effect of Sports Centers' Service Guarantee on Service Quality, Service Value, Customer Satisfaction and Customer Loyalty

This study aims to grope for the factors that can influence consumer when they evaluate sports centers' service multilaterally in order to draw strategic operation methods for sports centers. This article examines the relationship among sports centers' service guarantee, service quality, service value, customer satisfaction, and customer loyalty. This study selects 2 sports centers located in Seoul and then conducts a survey to 200 members of the sports centers. The data collected go through frequency analysis, reliability analysis, and exploratory factor analysis with SPSS 16.0, and also AMOS 18.0 is utilized to perform confirmatory factor analysis and hypothesis verification. According to the study result First, service guarantee affects service quality positively while it does not affect customer loyalty. Second, service quality affects service value positively. Third, service value affects customer satisfaction and customer loyalty positively. Therefore this study has verified the marketing effectiveness of service guarantee in sports centers, so it can be said that the study has drawn practical operation methods.

The Effects of Brand Loyalty on Corporate Social Responsibility(CSR) Activities

The purpose of this study is to examine the moderating effects of social contribution activities perception between brand loyalty and marketing strategies. First, this thesis has reviewed that marketing mix 4P's(product, price, promotion, place) still influence on the brand royalty on smart-phone market. Second, this research examined that perception on social contribution activities is an important moderate variable between marketing activities and brand royalty. Also, this research found that moderating effect of social contribution activities perception is more significant at the high-perception group on social contribution activities than low-perception group. Finally, this study verified that product/price/promotion strategy and social contribution activities have effect on brand royalty depend on social contribution activities perception. Recently many businesses are using Corporate Social Responsibility(CSR) as a strategic tool and also social interests on the effect of CSR are increasing. Therefore, this study reaffirmed by the CSR that affect customer brand loyalty, are expected to contribute to improve awareness of CSR activities.

Latent Means Analysis of Telecommunication Company Customer's Loyalty

Latent Means Analysis of Telecommunication Company Customer's Loyalty

The influence of brand associations on brand loyalty in accordance with product involvement.

The influence of brand associations on brand loyalty in accordance with product involvement.

Troy Jollimore, On Loyalty

Troy Jollimore, On Loyalty

The Relationship among Brand Equity, Corporate personality, Attachment and Consumer behavior

Abstract In this study of tourism destination brand equity and self-consistent interstellar significant attachment relationships and brand equity and behavioral intention was to determine the effect on the relationship. First, the tourism destination brand equity of the self-consistent sex tourists will have a significant impact is to test the hypothesis of a multiple regression analysis was conducted brand equity, loyalty, self image and gender matched only indicates the relationship was significant. Second, self Correspondence tourist destination tourists will have a significant effect on attachment. In order to verify the hypothesis that the multiple regression analysis was conducted for self-Correspondence attachment was significantly related shows. Third, the attachment of tourist destinations for travelers of action also will have a significant impact on. Hypotheses multiple regression analysis was conducted to attachment behavior also shows significant relationship was about Key Words :

PENGARUH KEPERCAYAAN, KEPUASAN PELANGGAN DAN KOMITMEN HUBUNGAN TERHADAP EKUITAS MEREK DAN CITRA BANK SYARIAH XYZ DI KOTA JAMBI

With the aim of increasing the market share and improving the image of Islamic banking, one of the marketing activities performed towards the brand equity and the image of Islamic bank is the concept of relationship marketing. The key factor of this concept is the implementation of trust, customer satisfaction, and relationship commitment. The aim of this research is to find out the influence of trust, customer satisfaction, and relationship commitment to the brand equity and the image of Islamic bank. This research is conducted at XYZ Bank customers in Jambi with a total sample of 200 respondents obtained by using convenience sampling. The method used in this research is path analysis processed by using AMOS 5. The result of this research shows that trust variable indirectly affects the brand equity through brand awareness and brand loyalty variable. In addition, trust variable directly influences the image of Islamic bank. The trust variable has the most influence on brand equity and the image of Islamic bank compared to the customer satisfaction variable and relationship commitment.

Partidos de oposição nos estados: o ambiente da competição na arena eleitoral

O artigo propõe uma operacionalização do conceito de oposição baseada nas posturas assumidas publicamente pelos partidos e testa sua aplicação em uma análise comparada da arena eleitoral entre quatro estados brasileiros. O ambiente da competição entre situação e oposição em Minas Gerais, Pernambuco, São Paulo e Rio Grande do Sul é analisado através de uma série de indicadores empíricos nas eleições de 2002 e 2006. A análise mostra grandes variações na competitividade das oposições, nas estratégias de coligação e na lealdade dos eleitores aos partidos, a despeito dos efeitos institucionais não variarem. Tais resultados sugerem que fatores locais específicos devem ser mobilizados para explicar o comportamento dos partidos de oposição no nível subnacional.

Le traitement de faveur comme outil de recrutement de clientèle: le problème de la résistance du consommateur

De plus en plus d'entreprises accordent des traitements de faveur aux consommateurs lors de leur toute première interaction avec eux, dans une optique de recrutement. Prenant appui sur les concepts de légitimité, de réciprocité et d'inférence, nous montrons, à travers une étude quantitative (N=301) et une étude qualitative, que cette pratique peut être à l'origine d'un phénomène de résistance se traduisant par le rejet de la marque, ou au contraire l'adoption de comportements opportunistes. Nos résultats permettent de formuler des recommandations en vue d'une meilleure utilisation de cet outil de CRM.

Celebrity endorsement, brand extension, brand loyalty

Obiettivo del paper : l’articolo si prefigge di indagare l’effetto che il celebrity fit (ossia la consonanza fra la marca e il personaggio famoso utilizzato nella comunicazione pubblicitaria a sostegno di tale brand) puo esercitare sulla fedelta dei consumatori nei confronti di una marca protagonista di un’estensione. Metodologia : l’analisi si basa su una sperimentazione, condotta con riferimento a una nota marca operante nel settore del lusso, che ha coinvolto un campione di 130 consumatori possessori di tale marca. Risultati : oltre a confermare la criticita del concetto di consonanza percettiva, dall’analisi svolta emerge la rilevanza di una nuova tipologia di fit (quello fra marca e celebrita), in grado di agire sulla fedelta alla marca sia direttamente sia mediante effetti di moderazione. Limiti della ricerca : il lavoro presenta i consueti limiti delle indagini sperimentali. Implicazioni manageriali : la tipologia di consonanza esaminata assume particolare rilevanza, in quanto in grado di attenuare i vincoli derivanti dalla natura delle categorie di prodotto coinvolte nella strategia di brand extension. Originalita del lavoro : il tema affrontato, sul quale non risulta letteratura specifica, contribuisce ad arricchire la letteratura sulle strategie di estensione della marca. Parole chiave: marca; estensione della marca; testimonial; consonanza

Hermann Simon: The Education of Managers has to be Very Practical

Prof. Dr. Dres. h.c. Hermann Simon is perceived as the second most influential thinker in the field of management in German speaking countries (after Peter Drucker). Prof. Simon is a successful academic, consultant and book author. He is the founder and CEO of Simon-Kucher & Partners. This global consulting company is regarded as the world’s leading pricing advisor. In an exclusive interview for CEBR, prof. Simon talks about business education, competences of managers, loyalty programs and other interesting topics.

Surveying the impact of satisfaction and e-reliability on customers' loyalty in e-purchase process: a case in Pars Khodro co

Surveying the impact of satisfaction and e-reliability on customers' loyalty in e-purchase process: a case in Pars Khodro co

Beyond Loyalties:

Beyond Loyalties:

Linking employees’ personalities to job loyalty

Linking employees’ personalities to job loyalty

French

Si le prix de reference est un critere pertinent pour le consommateur quand l'environnement est stable, d'autres variables sont a prendre en compte dans le cas d'un environnement instable. Nous montrons que, dans le cas de la crise des carburants de l'automne 2010 en France, l'intention de fidelite des clients a leur pompiste etait expliquee, non pas par l'ecart entre le prix effectif et le prix de reference interne, mais par la legitimite de la hausse du prix et son evolution par rapport aux concurrents. En consequence, nous proposons que les managers peuvent augmenter leurs prix en suivant la tendance globale du marche en periode de crise a la condition d'expliquer qu'ils subissent la crise.