Loyalty Model Research Articles

Customer experience and loyalty analysis with PLS-SEM digital payment loyalty model

Customer experience and loyalty analysis with PLS-SEM digital payment loyalty model

Customer loyalty model in Islamic bank: mosque perspective

Purpose This study aims to test the empirical Islamic bank customer loyalty model with the perspective of mosques as customers. Design/methodology/approach The type of research used is quantitative to collect data from mosque customers; 93 questionnaires were analyzed using partial least square-structural equation modeling. Findings This research found a significant relationship between service quality and perceived value, service quality and brand image, perceived value and customer satisfaction, brand image and customer loyalty and customer satisfaction with brand image. Research limitations/implications First, this study only collects data from certain organizations or communities so that further research can develop the model by adding several other communities or organizations. Second, this research does not include several other important variables that influence customer loyalty, such as product innovation and company capabilities. Originality/value Islamic bank customer loyalty models have been widely explored from the perspective of individual customers only. This research offers new attributes that influence customer loyalty models in the context of organizations or communities, namely, mosques.

The formation of attendee loyalty at cultural festivals. What role for knowledge and authenticity?

Scholars have only recently been focusing on the study of knowledge in the formation of loyalty in cultural festivals and much remains to be understood regarding this. The present study adopts a managerial standpoint and develops a knowledge-based model of attendee loyalty in cultural festivals in which the role of authenticity is also evaluated. It considers two knowledge-based constructs, prior knowledge and acquired knowledge, referring to the cultures and the traditions evoked during the festival, and intercepts their role with respect to loyalty also in conjunction with authenticity. Based on data collected from 306 attendees at a cultural festival organized annually in South Italy, a co-variance-based SEM was performed. Results highlight that prior and acquired knowledge positively influence loyalty. Perceived authenticity acts as a mediator in these relationships. These findings provide theoretical and practical implications for researchers and festival organizers.

The Influence of AI Chatbots in Fintech Services on Customer Loyalty within the Banking Industry

The convergence of Artificial Intelligence (AI) and FinTech services has brought about a transformative impact on customer engagement in institutions. AI-powered chatbots have emerged as indispensable tools for enhancing customer experiences within the banking sector. In this era of digital transformation, financial institutions have recognized the vital importance of exceptional service quality and the utilization of chatbots in attracting and retaining customers. Consequently, there is a growing interest in comprehending the role of chatbot service quality in shaping customer loyalty. This study adopts an empirical and descriptive approach, employing a quantitative research method. Data were obtained from 729 respondents through an online survey employing judgemental nonprobability sampling. The gathered data were analysed using Smart PLS- Structural Equation Model (SEM). The study delineates the attributes of AI chatbot service quality and identifies their significant influence on customer loyalty, taking into account the mediating role of customer satisfaction. The findings of this study contribute to the understanding of the relationship between chatbots, customer satisfaction, and loyalty. The study validates the significance of customer satisfaction, enhances the understanding of chatbot effectiveness, explores the unique characteristics of chatbot interactions, and demonstrates how technology-driven customer service can be integrated into loyalty models. Moreover, this study offers practical implications that can guide businesses in optimizing their chatbot strategies. By prioritizing the enhancement of chatbot performance, personalizing interactions, integrating across channels, and monitoring customer satisfaction and loyalty metrics, organizations can elevate customer satisfaction, cultivate loyalty, and achieve positive business outcomes.

Determinants of Employee Loyalty in Port Vehicle Handling Companies

Objective : This study aims to develop a loyalty model for operational staff in vehicle handling terminal companies by analyzing the impact of Employee Engagement, Organizational Citizenship Behavior (OCB), Trust, and Job Satisfaction on employee loyalty in two Vehicle Handling Terminal Companies in DKI Jakarta and Subang, West Java.Methodology : The research uses a quantitative approach with descriptive and inferential statistics. Focus Group Discussions with experts validate the findings, involving a population of 87 operational staff members. Data is analyzed using the Partial Least Square-Structural Equation Model (PLS-SEM).Research results : Descriptive statistics reveal that operational staff's perceptions of employee loyalty are satisfactory but need improvement. Regarding causality, Employee Engagement has a positive and significant impact on employee loyalty. Organizational Citizenship Behavior (OCB) has a negative and significant effect on employee loyalty. Employee organizational trust significantly influences employee loyalty, while job satisfaction has a positive and significant impact on loyalty.The novelty of this research lies in explaining the loyalty model for operational staff in vehicle handling terminal companies through Employee Engagement, OCB, Organizational trust, and job satisfaction, with Employee Engagement being the dominant factor. Job satisfaction is explained by OCB and Organizational trust, but it does not mediate the relationship between Employee Engagement, OCB, Organizational trust, and employee loyalty

Empirical Analysis on Influence of Authenticity Perception on Tourist Loyalty in Historical Blocks in China

Tourist loyalty is the key to the sustainable development of tourism in urban historical blocks. This article focuses on exploring the relationship between authenticity perception and tourist loyalty in this context. With this aim, we introduce the mediating variable of tourist engagement and construct a theoretical model of authenticity perception, tourist engagement, and tourist loyalty. Hierarchical regression analysis and bootstrapping were performed on questionnaire data of 287 West Street tourists in Dujiangyan, China. The results of this study demonstrate that both object-related authenticity perception and existential authenticity perception have a significant positive impact on tourist loyalty behavior, with similar degrees of influence. Additionally, the study reveals that tourist engagement plays a mediating role in the relationship among object-related authenticity, existential authenticity, and tourist loyalty. From the perspective of tourist engagement, this article reveals the impact mechanism of authenticity perception on tourist loyalty in the context of historical block tourism, enriches the research on tourism authenticity, and deepens the understanding of tourist loyalty behavior. Furthermore, the results of this study also provide reference for the formulation of sustainable development policies related to tourism in historical blocks.

An integrated model of Brand Experience and Brand Loyalty: an examination of the mediation effects of customer satisfaction and brand trust

Growing consumer brand loyalty is necessary for businesses to survive and expand in the automotive industry, where fierce competition makes it harder for businesses to retain brand loyalty. The main objective of this study is to investigate how customer satisfaction and brand trust among Mitsubishi Motors customers mediate the effect of brand experience on brand loyalty. This study uses a quantitative methodology and falls under the explanatory research category. The population in the study was a customer of Mitsubishi Motors cars located in East Java Province. The data collection method uses a questionnaire distributed directly to 200 respondents at Mitsubishi Motors service dealers in East Java Province using convenience sampling techniques. The results from this research demonstrate that brand loyalty is significantly influenced by brand experience and brand trust. As a mediating factor, brand trust can close the gap between brand experience and brand loyalty. Nevertheless, the connections between brand experience and brand loyalty have yet to be significantly impacted by customer satisfaction. In order to cultivate client loyalty, Mitsubishi Motors must continue to uphold the trust that has been earned and raise customer satisfaction.

Fast, fresh, healthy and halal: a mobile food app recipe for Muslim millennial loyalty

Purpose The purpose of this study is to apprise mobile loyalty to halal food purchasing, including food quality, mobile quality, perceived value and satisfaction as its causes, and analyze the halal trust and health risk moderating role on the connections between mobile loyalty and its determinants. Design/methodology/approach A total of 307 responses from millennial Muslims were collected from the Bandung region of Indonesia via an online survey. Partial least squares modeling was applied to review the proposed mobile loyalty model. Findings This research found that the mobile loyalty model integrating halal food quality, mobile service quality, perceived value and satisfaction has satisfactory goodness of fit. The research confirms the function of mobile service quality but not halal food quality as drivers of mobile loyalty. Next, this study suggests that halal trust and health risks do not moderate the association between mobile loyalty and its determinants. Practical implications This study recommends that managers devote resources to upgrading the quality of their mobile apps to build loyalty. Offering high-quality halal food is also an important driver of millennial Muslim satisfaction. Originality/value To the best of the authors’ knowledge, this research is the first to investigate mobile loyalty in halal food.

Models of Consumer Loyalty toward Local and Imported Vegetables in Pekanbaru City, Riau Province: A Comparative Approach

Vegetables are one of the food ingredients that are important for health. Vegetables contain various nutrients that the body needs, such as vitamins, minerals, and fiber. In Indonesia, there are two types of vegetables that are commonly consumed: local and imported. The purpose of this study was to identify factors that influence consumer loyalty to local and imported vegetables. This study uses quantitative research methods with a comparative approach. Data collection techniques used in this study were literature studies, observations, and questionnaires. The data that has been collected is then analyzed using the SPSS program. The results showed that product quality, price, and ease of obtaining are the factors that have the greatest influence on consumer loyalty to local and imported vegetables. Therefore, to increase consumer loyalty to local and imported vegetables, it is necessary to improve product quality, competitive prices, and ease of obtaining vegetables.

Presenting an Indigenous Model of Brand Loyalty in the Retail Industry

Objective: The main objective of this research was to "design a suitable marketing model based on brand loyalty in the retail industry," with the question posed as "what is a suitable marketing model based on brand loyalty in the retail industry?" Methodology: A mixed-method approach, combining qualitative and quantitative methodologies, was utilized to answer this question. Initially, key components of the marketing model based on brand loyalty were identified through sequential exploratory design (thematic analysis method) via interviews. Subsequently, the research questions were examined through the collection of quantitative data. Thus, the measurement tool in the qualitative method was in-depth and semi-structured interviews, and in the quantitative method, it was a questionnaire. The population studied in the qualitative method consisted of experts, and in the quantitative method, individuals knowledgeable about marketing and the retail industry. For sampling in the qualitative method, 21 experts were selected using purposive sampling, and for the quantitative method, 384 individuals were selected using cluster sampling initially, followed by stratified random sampling after selecting the cluster to be studied. Ultimately, thematic analysis was used to code the responses obtained from the interviews (as part of qualitative analysis), and exploratory factor analysis and structural equation modeling were used to extract and analyze the empirical data (as part of quantitative analysis). Findings: The findings from the qualitative analysis indicated that the majority of experts (18 individuals) mentioned "the absence of after-sales services," and (17 individuals) mentioned "the high price of the dollar." The findings from the quantitative analysis revealed that the model used in the current research had a satisfactory fit, and the researcher-developed questionnaire contained eight factors: brand heritage, customer satisfaction, brand reliability, brand's association with positive topics, brand belief, brand familiarity, brand distinctiveness, and brand loyalty. It was ultimately argued that brand heritage, with the mediating role of variables such as brand's association with positive topics (with an effect size of 0.69), brand familiarity (with an effect size of 0.41), brand belief (with an effect size of 0.37), customer satisfaction (with an effect size of 0.36), and brand distinctiveness (with an effect size of 0.27), effectively influences brand loyalty. Other variables, having an effect size of less than 0.2, were not significant. Conclusion: Given that no model for presenting an indigenous brand loyalty model in the retail industry has been provided in Iran so far, there are many gaps in various aspects for this industry. Based on conducted interviews, there are essential prerequisites for the formation and expansion of these products, without which marketing these products in this industry would be ineffective. Marketing in this industry requires a series of events and appropriate principles to create a connection between brand heritage and brand loyalty by the customer; otherwise, it would not be possible to loyalty customers through this industry.

Study Of Student Loyalty Models In Higher Education: Literature Review

Study Of Student Loyalty Models In Higher Education: Literature Review

What determines behavioural intention in health services? A four-stage loyalty model

PurposeThis study aims to deal with the paucity of studies in the stages of the development of loyalty behaviour of customers in the healthcare context by incorporating three crucial service quality dimensions (physical environment, personnel quality and technical quality) and also investigating trust and commitment as mediating factors.Design/methodology/approachSurvey data were obtained from 420 respondents admitted to government hospitals in Kerala employing a convenience sampling method. The formulated hypotheses were tested using partial least square structural equation modelling.FindingsResults indicate that patient satisfaction, trust and commitment can create favourable behavioural intentions amongst patients. When patients reveal higher trust, they are more inclined to value healthcare services and willing to commit to a long-term relationship, resulting in increased patient loyalty.Practical implicationsOrganisational efforts should improve trust and commitment and build a good relationship between service providers and patients. Efforts should be taken to raise the standard of technical and personnel aspects, and a focus on physical infrastructure should also be considered to build a favourable behavioural intention to revisit and positive referrals.Originality/valueThis is the first empirical study to analyse technical quality, personnel quality and physical environment along with the mediating effect of trust, and commitment in a four-stage loyalty development model in the healthcare context of Kerala, India.

Exploring the Factors Influencing Tourist Destination Loyalty: A Case Study of Homestay Entrepreneurs in Thailand

This research aims to explore the image of the homestay entrepreneurs through service marketing mix, tourist satisfaction, and tourist loyalty toward homestay entrepreneurs and find their tourist destination loyalty model. The data were collected from 440 tourists and were analyzed using descriptive statistics and inferential statistics consisting of confirmatory factor, path, and structural equation modeling. The results showed that the image of the homestays in Samut Sakhon province, service marketing mix, tourist satisfaction, and tourist loyalty toward homestay entrepreneurs in Samut Sakhon province were mostly at high levels. Moreover, confirmatory factors analysis showed that the image of the homestays in Samut Sakhon province has the highest in the “Impression,” the service marketing mix has the highest in “People,” tourist satisfaction has the highest value in “Service quality,” and tourist loyalty toward homestays entrepreneurs has the highest value in the “Repeated use of the service.” Furthermore, it is revealed that the image of the homestays and the service marketing mix have direct and indirect influences on tourist loyalty toward homestay entrepreneurs. With continuous improvement in service quality, affordability, and customer relationship management, homestay entrepreneurs can create positive experiences, enhance value for money, cultivate customer loyalty, and benefit from positive word-of-mouth recommendations, ultimately driving the growth and success of their businesses.

When a revenger evolves into a loyal follower: the causes and consequences of revenge travel

ABSTRACT Revenge travel is a term that emerged during the COVID-19 pandemic describing people’s strong desire to travel, almost as if making up for lost time and missed opportunities. This widely-observed phenomenon is worldwide in the post-COVID-19 era, yet its drivers and outcomes remain unclear. This research primarily examines the underlying framework of destination loyalty among retaliatory outbound tourists in the aftermath of the COVID-19 pandemic. This study drew on the tourist satisfaction and destination loyalty model to develop and test a theoretical framework with two-wave time-lagged data collected from 468 tourists on a target tourism route (China – Thailand). The results of the covariance-based structural equation modelling (CB-SEM) analysis suggest that 1) revenge travel motivations positively impact tourist satisfaction, and improved satisfaction leads to destination loyalty, 2) social media usage, nostalgia, and expectations influence motivations for revenge travel, and 3) destination image and tour quality have varying impacts on tourist satisfaction and destination loyalty and are influenced by social media usage and tourist expectations, respectively. This study provides a unique theoretical contribution to the tourism literature on loyalty. In addition, it offers a new development perspective for the international tourism market in post-pandemic recovery.

Sustainable tourism concept: tourist satisfaction and destination loyalty

PurposeThis study aims to look into and evaluate a sustainability-based destination loyalty model that takes into account how people perceive the urban destination in alignment with represented concept of sustainable tourism.Design/methodology/approachUsing a convenience sampling technique, 414 questionnaires were sent out to nonresident tourists (outside Bandung city) in Indonesia using online survey platforms and analyzed with the structural equation model method.FindingsSocioeconomic image, cultural image and environmental image all have a beneficial effect on tourists’ satisfaction levels. Furthermore, tourist satisfaction has a direct impact on destination loyalty. When it comes to tourists’ loyalty to a particular destination, only the degree to which they were satisfied moderated the influence of socioeconomic, cultural and environmental images.Research limitations/implicationsThe research sample exclusively comprised tourists hailing from Indonesia, a developing nation. Subsequent studies may evaluate tourists from various nations to obtain a more precise comprehension of the tourist population.Practical implicationsAuthorities and destination organizations should periodically examine tourists to get a feel for how they feel about a destination’s sustainability, so they can adjust policies as needed to keep tourism there viable over the long term.Originality/valueThis study aims to fill a significant gap in the existing literature by examining the impact of sustainable practices and initiatives on tourists’ satisfaction to an urban destination. The examination of the relationship between efforts to promote sustainability and destination loyalty can offer valuable insights for destination managers and policymakers who aim to improve long-term tourist relationships.

Examining Relationships Among Emotional Experience, Place Identity, and Destination Loyalty

Emotions shape tourists' perceptions, experiences, and attachment to a destination, impacting loyalty. However, limited research has delved into the intricate relationships among these constructs. Based on the M-R Framework (Mehrabian & Russell, 1974), the current study proposed and tested a destination loyalty model that examined tourists' emotional experiences and place identity. This study specifically aimed to explore the influences of love, joy, and positive surprise (as emotions experienced by tourists) on place identity and destination loyalty. Data obtained from 164 international tourists were utilized to examine the conceptual model by employing structural equation modeling. The study outcomes showed that joy and love significantly affected place identity and destination loyalty, and place identity significantly influenced destination loyalty. The study findings deliver important theoretical contributions for researchers by explaining the complex relationships among tourists’ emotional experiences of, their sense of place identity, and loyalty toward a destination. From a practical perspective, the study's results entail various implications for destination policymakers and marketers. For example, exploring how tourists respond to their emotional experiences would assist destination marketers in the development of effective marketing strategies (e.g., segmentation and positioning) to foster loyalty among visitors.

Service quality dimensions as predictors of customer loyalty in mobile payment services: moderating effect of gender

The changes in market dynamics, customer-to-customer interactions, and the use of artificial intelligence have created a great concern among marketers in understanding customer behaviours such as customer loyalty. Policymakers account for the provision of quality service in terms of subscription numbers. However, little explains the impacts of these dynamics. Drawing up the service quality model, theory of planned behaviour (TPB) and customer loyalty model, the study examined the influence of service quality, technical quality (TQ), functional quality (FQ), and reputational quality (RQ) on customer loyalty (CL). Specifically, the study focuses on moderating gender differences to enhance robustness. Data were collected from 379 respondents and analysed using structural equation modelling (SEM) with smart PLS (partial least square). The results suggested that customer assessment of reputational quality was vital in m-payment services for both males and females. Female customers depicted a more significant positive relationship than male customers, meaning the former are more loyal than the latter. Technical quality negatively influences attitudinal customer loyalty, while functional quality affects behavioural loyalty. The study contributes towards understanding the role of the dimensions of service quality (dSQ), customer loyalty and gender differences. Theoretically, the foundation of this research adds up to the consideration of the moderation effect of gender and their differential assessment of technical and functional quality as predictors of customer loyalty. Implication to managers is improving marketing strategies, and policymakers provide a more enabling environment for m-payment service.

PSYCHOLOGICAL FEATURES OF PERSONAL ATTITUDE TO DIABETES DISEASE

The peculiarities of the attitude of the individual to the disease and treatment in diabetes mellitus are analyzed in the article. The research is conducted in the frames of a biopsychosocialapproach towards health and disease (G.Engel), V.N.Myasischev’s theory of attitudes. The tutorial “Attitude type towards disease” (L.Vasserman) was used as a research method. At all stages of the development of medical science, there was a violation of the therapeutic order. As early as the Hippocratic era, the problem of loyalty and the patient's lying about taking the drug was an urgent issue. Despite the changes in medical practice and in-depth reforms, the problem of adherence to doctor's recommendations remains relevant even in the current period, over the past decade this direction has become the subject of independent scientific research not only in medical practice but also in clinical psychology.The phenomenon of treatment adherence is consideredin the science of psychology from the side of various approaches, theories, structures, and factors. Hence, there are loyalty models of biomedical, behavioral, communicative, cognitive, and self-management (e.g., L. Myers, K. Evidence, 1998; M.X. Karamyan, 2010). I.E. Leppic gives a broad definition of compliance-basically: it represents the type of patient Hulk, the degree of complability, and the pursuit of purpose. In his views, the scientist includes the patient's taking the medicine on the Hulk, regular visits to the hospital, and proper adherence to the doctor's instructions. The absence of complacency can be explained in a narrow framework as follows: the patient takes the drug in the wrong dose (in very small quantities or overstates), how many times does not follow the procedure of administration and duration, or takes another drug that the doctor does not recommend at all. In particular, the issues of adherence to treatment in diabetes have not been studied by scientists from Uzbekistan. However,B.X. Shagazatova (2004) on the issue of improving the basics of medical social care and treatment-prevention measures, D.I. Ilkhamova (2003) –characteristics of the sex of the age of an individual in cardiovascular diseases, M.X. Karamyan-conducted research on the nature of the value relationship of the attitude to health.An analysis of the work devoted to the attitude to treatment and commitment to therapy shows that, in general, the question of its basis in diabetes mellitus, in the second –of the connection between the commitment to treatment and the motivational –values of the individual is little studied. In other words, despite our understanding of the importance of psychological factors in the constructive formation of the attitude to treatment, research on the dependence of loyalty on individual-motivational characteristics was found in patients with Type 1 and Type 2 sugar diabetes.

Festival personality, satisfaction and loyalty: the moderating effect of involvement

PurposeThe objective of this study was to examine the relationships among festival personality, satisfaction and loyalty. Also, the study further analyzed the moderation effect of involvement on the relationships between festival personality, satisfaction and loyalty.Design/methodology/approachThe authors adopt a two-stage mixed-method approach. Through a list of brand personality traits from previous research and in-depth interviews with participants of a film festival, festival personality constructs were identified: exceptional, competent, reliable and cozy. The authors then analyzed an integrative model of festival personality, satisfaction, involvement and loyalty from the qualitative findings. A survey with a convenience sample of 279 film festival participants was conducted.FindingsThe findings suggest that festival personality influence satisfaction and loyalty. Furthermore, this study confirms the significant impact of involvement on the relationships between festival personality, satisfaction and loyalty.Originality/valueThis study enables authors to understand the festival personality from the perspective of the visitors and expands the theoretical understanding of how the personality of the festival affects the visitors. The findings of this study suggest that the festival personality can be predictors and determinants of participants' satisfaction and loyalty. Also, this is one of the first attempts to identify the effects of involvement on festival personality and its outcomes. Current research findings demonstrated involvement as a moderator variable in the relationships between festival personality and festival satisfaction and loyalty.

The moderating role of high- and low-involvement product types on customer loyalty and satisfaction in banking: an Australian perspective

PurposeThe study aims to develop a holistic model identifying the constructs that impact customer loyalty in retail banking and introduce product type as a moderating variable to the model.Design/methodology/approachA conceptual model of customer loyalty is introduced and empirically tested with 416 valid samples obtained from Australian retail banking customers. The data were analysed using partial least squares structural equation modelling and multigroup analysis.FindingsThis study confirms the moderating effect of high- and low-involvement products on the relationship between customer loyalty and satisfaction, trust, service quality, commitment and perceived value. Surprisingly, the effect of satisfaction on loyalty was much stronger with low-involvement product types and the effect of commitment on loyalty was much stronger with customers who utilise high-involvement products.Research limitations/implicationsThe study uses a sample population in Australia who utilise one of the top four banks and investigates three product types. Further research could expand the product selection and include customers who use credit unions and other banks not in the top four categories.Originality/valueThis study is the first to confirm the moderating effect product type has on the customer loyalty relationship in retail banking in regard to high- and low-involvement product categories. The research provides a deeper understanding of the factors that influence customer loyalty and identifies which types of products influences customer loyalty the most. Additionally, this study highlights the importance of understanding the different needs and priorities of customers using different product types in order to effectively influence their loyalty.