Satisfaction Loyalty Research Articles

Evolving Consumer Preferences: The Role of Attribute Shifts in Online Travel Agency Satisfaction and Loyalty

The attributes that people consider when selecting an online travel agency (OTA) change over time, affecting how consumer satisfaction and loyalty evolve. However, attribute weight shifts in subsequent OTA visits cannot be determined using a cross-sectional approach. Thus, this study investigates the linkage dynamics between satisfaction and loyalty intentions as OTA attribute weights shift over time. We also assess the moderating effect of sales promotions on this linkage across subsequent OTA visits. Using a two-time-lag survey methodology (T1 and T2), we obtain 329 usable data. Our findings demonstrate that the link between satisfaction and loyalty intentions strengthens as customers gain more experience with an OTA. While price and post-service quality weights increase sharply, the weights of security and ease of use decrease. Furthermore, our findings show that the moderating effect of sales promotions does not appear in the early stages of a consumer’s experience with an OTA. Our research is the first to offer a complete understanding of the role of sales promotions based on the satisfaction–loyalty mechanism, considering a broad range of OTA selection attributes.

The Influence Of Service Quality And Price Perceptions On Customer Loyalty And Customer Satisfaction As Intervening Variables

This study aims to determine whether: 1) to determine the effect of service quality on JNE customer satisfaction, 2) to determine the effect of perceived price on customer satisfaction in JNE, 3) to determine the effect of service quality on customer loyalty in JNE , 4) to determine the effect Price perceptions on customer loyalty at JNE, 5) to determine the effect of customer satisfaction on customer loyalty at JNE, 6) to determine the effect of service quality on customer loyalty with customer satisfaction as the intervening variable, 7) to determine the effect of price perceptions on customer loyalty and customer satisfaction as an intervening variable. This type of research is quantitative. The population in this research is all customers who have used the delivery service of PT Tiki Jalan Nugraha Ekakurir (JNE), with a sample of 200 respondents. The sampling procedure used in this study was non-probability with a purposive sampling technique which is a sampling technique based on the evaluation of the respondent's knowledge regarding the object of research by the researcher. The data collection technique in this study was a questionnaire. The method used in this research is Structural Equation Modeling which is processed using the AMOS 23 program. The research results are 1) Service quality has a positive and significant effect on customer satisfaction, 2) Price perception has a positive and significant effect on customer satisfaction, 3) Service quality has a positive and significant effect on customer loyalty, 4) Price perception has a negative and insignificant effect on customer loyalty satisfaction, 5) customer satisfaction has a positive and significant effect on customer loyalty, 6) service quality has a positive and significant effect on customer loyalty not mediated by customer satisfaction and 7) price perception has a negative and insignificant effect on customer loyalty through mediation of customer satisfaction. Keywords: Service Quality, Perceived Price, Customer Satisfaction and Customer Loyalty

Influence Of Medical Service Quality On Patient Satisfaction And Its Impact On Patient Loyalty

The purpose of this study was to determine and analyze: (1) Service Quality (2) Patient Satisfaction; (3) Patient Loyalty; (4) the effect of Service Quality on Patient Satisfaction; (5) the effect of Service Quality on Patient Loyalty; and (6) the magnitude of the effect of Patient Satisfaction on Patient Loyalty at the General Clinic of Puri Asih Hospital, Karawang Regency. The research methods used in this study were descriptive survey and explanatory survey, the unit of analysis in this study were staff in the General Clinic of Puri Asih Hospital, Karawang Regency with a population of 30 people. The type of investigation is causality, and the time horizon in this study is cross-sectional. Based on the results of research and discussion, it is obtained that the Quality of Service provided is inadequate, Patient Satisfaction is considered quite satisfied, Patient Loyalty is considered quite high, Service Quality affects Patient Satisfaction, Service Quality affects Patient Loyalty and Patient Satisfaction affects Patient Loyalty, between Service Quality and Patient Loyalty satisfaction that affects Patient Loyalty, it turns out that Service Quality has a dominant influence. Since Service Quality has a dominant influence on Patient Loyalty rather than Patient Satisfaction, it is recommended to create a pleasant work atmosphere, so that they are able to work more professionally.

Revisiting the satisfaction–loyalty link in retail banking – An emerging market perspective

Orientation: Revisiting the satisfaction–loyalty link is critical to better understand the driving factors of satisfaction and loyalty. This is especially true considering the increasing competitive nature of South Africa’s banking industry.Research purpose: The study revisits the satisfaction–loyalty link and the mediating effect of affective and calculative commitment on the satisfaction–loyalty link.Motivation for the study: Numerous scholars have explored and proposed different pathways to enhance the satisfaction–loyalty link in multiple contexts and industries. To date, there is, however, no clear pathway in a business-to-consumer (B2C) context and further research is required on how to strengthen this link.Research approach/design and method: A quantitative descripto-explanatory study that is cross-sectional in nature was used to collect empirical data from 871 banking customers in South Africa purposively selected using interviewer-administered questionnaires. SmartPLS 3.2.7 was used to test the direct effect (H1–H4) and Hayes Process Macro for SPSS (Model 4) was used to test the indirect effects (H5 and H6).Main findings: Satisfaction has a significant and positive relationship with affective and calculative commitment, and calculative commitment in turn has a significant and positive relationship with loyalty. Both affective and calculative commitments partially mediate the relationship between satisfaction and loyalty.Practical/managerial implications: The importance of affective commitment in the relationship between satisfaction and loyalty among customers of South African retail banks is highlighted.Contribution/value-add: This study provides an enhanced understanding of the importance of affective and calculative commitment in strengthening the satisfaction–loyalty link.

Service quality expectations of international fashion apparel brands in India: Satisfaction loyalty and the mediating role of culture

Service quality is an important determinant of customer brand experience, customer satisfaction and customer loyalty, with cross-cultural differences leading to varied expectations of service from consumers. Our research aims to understand the influence of the service quality expectations and cultural factors that influence customer satisfaction and loyalty, and the moderating role of cultural values on the relationship between customer satisfaction and loyalty of international fashion apparel brand purchasing of young consumers in India. Data collected across 142 young consumers in India via questionnaire are analysed using PLS_SEM structural modelling. The findings indicate that the service quality parameter tangibility has a significantly positive relationship with customer satisfaction while both reliability and formality positively influence customer loyalty. The cultural value self-transcendence depicts a significant positive relationship with customer loyalty, while the moderating effect of conservation on the relationship between customer satisfaction and customer loyalty is also significantly positive, validating the role of cultural values as both a predictor and moderator of customer purchase motivation.

Factors associated with patient loyalty in private healthcare sector in Egypt

Purpose This paper explores the effect of perceived service quality, trust, perceived value and perceived cost on patient satisfaction and loyalty as well as exploring the moderating role of the sociodemographic factors.Design/methodology/approachThe data were gathered from 462 patients via a structured questionnaire, while structural equation modeling was utilized for the analysis.Findings Results indicated that trust, perceived value and patient satisfaction have important roles in shaping the patient loyalty, while patient satisfaction was found to fully mediate the patient’s perceived service quality. Loyalty relationship was also found to partially mediate the trust–loyalty relationship. Nonetheless, the patient’s satisfaction–loyalty relationship was found to be only moderated by the age factor.Practical implications Implications are provided to the Egyptian private hospitals in order for them to formulate improvement plans as well as set higher standards of conduct.Originality/value This original research is the first one, up to the researcher knowledge, that explores the drivers of patient satisfaction in the private hospitals in Egypt.

The dynamics of perceived justice and its outcomes in the online tourism sector: inter-relationships and temporal and carryover effects

ABSTRACT The consequences of perceived justice are dynamic. The way in which perceived justice is evolutionarily dynamic in customers’ emotional states and loyalty intentions remains unclear, particularly in studies distinguishing between initial and final recovery phases. Using two time-lag intervals targeting the same respondents, our findings show that perceived justice–recovery satisfaction increases over time; however, the other two direct linkages, perceived justice–customer forgiveness and perceived justice–loyalty intentions, remain unchanged. Interestingly, the recovery satisfaction–loyalty intention linkage is stable, whereas the customer forgiveness–loyalty intention linkage decreases incrementally. Additionally, only the carryover effect of perceived justice is significant, but the other three carryover effects do not exist. Our results suggest that from the initial to the final recovery stage, managers must redesign their overall recovery strategy based on customer responses and behaviors.

How Can Multinational Enterprises Effectively Implement Local Consumer-Oriented Corporate Social Responsibility (CSR) Strategies? A Multi-Perspective Study on the Differences in CSR Response Mechanisms between Chinese and Japanese Consumers

Fully understanding the local populace’s awareness and reactions to corporate social responsibility (CSR) with a strong emphasis on sustainability is crucial for multinational enterprises (MNEs) to design and implement effective localized CSR strategies. This study centers on the home appliance industry and utilizes semi-structured interviews and questionnaire surveys as the research methods to construct and validate a model called “Attribution–Perception–Satisfaction–Loyalty (APSL)” that visualizes consumer responses to CSR information, particularly in the context of sustainability. We further explore the distinctions in the mechanism between Chinese and Japanese consumers, considering cultural, economic, and institutional aspects related to sustainability. The findings reveal that beyond the perceptions related to value-driven motivations, there are pronounced differences between Chinese and Japanese consumers in stakeholder-driven, self-interest-driven, and strategy-driven motivations, which can impact sustainability initiatives. Notably, Japanese consumers are more significantly affected by the impact of CSR on their satisfaction and loyalty. This study not only enriches and expands the theoretical framework of CSR and consumer responses to CSR but also offers insights and recommendations for MNEs in China and Japan to help overcome the self-reference criterion and implement local CSR marketing strategies with a strong emphasis on sustainability.

Loyalty Of Casual Daily Workers Is Mediated By Job Satisfaction On The Influence Of Compensation

This research will measure the loyalty of daily workers who can make a big contribution to the construction industry and is one of the studies that tries to understand the loyalty of daily workers, For example, compensation influences job satisfaction, the work environment influences job satisfaction, and job satisfaction influences the loyalty of daily workers. A questionnaire was used to carry out the research, and 131 construction workers were used. Then the results of research that processed the data, Job Satisfaction Compensation Rejected, Work Environment for Job Satisfaction Accepted, Job Satisfaction Loyalty of Daily Workers Accepted, Compensation for Loyalty of Daily Workers Accepted, Compensation Accepted Job satisfaction mediates against daily worker loyalty rejected, and work environment mediates job satisfaction on daily employee loyalty received. Since the results of the study were based solely on questionnaires, the in-depth understanding of the workers' responses was not investigated. Practical Implications: Construction daily workers who work at the same time as well as several points of view regarding the loyalty of daily workers in management settings are factors that will influence the company's performance in projects that have been obtained and must run according to schedule.

The Effect of Product and Service Quality on Customer Satisfaction Loyalty Priority Savings Bank Sumut Syariah

Customers are expected to remain loyal to the service provider because of the quality of the products and services. However, it's not easy to make customers happy. The goal of this study was to find out how Bank Sumut Syariah's priority savings and product quality affect customer loyalty and satisfaction. A qualitative research method is utilized in this study. The subjects of the study were Bank Sumut Syariah customers who fell into the priority category and had met the requirements. The literature review method was used for this study's data collection. Descriptive qualitative data analysis was used for the data analysis. Customer satisfaction, loyalty, and priority savings at Bank Sumut Syariah are positively correlated with product and service quality, according to the findings of this research.

The Impact of CKM and Customer Satisfaction on Customer Loyalty in Saudi Banking Sector: The Mediating Role of Customer Trust

This study aims to explore the role of customer knowledge management (CKM) and satisfaction as antecedents of customer trust, and the mediating function of customer trust in the knowledge–loyalty and satisfaction–loyalty in the Saudi banking sector. This study intends to provide light on the significance of CKM and the ways in which it can support consumer trust, loyalty, and satisfaction. Data came from 600 consumers who responded to an online survey. By using regression analysis and descriptive statistics, seven hypotheses were created and tested. The findings exhibited that customer trust has a major impact on loyalty and that customer trust is positively impacted by CKM and satisfaction. Additionally, trust partially mediates the relationship between knowledge, loyalty, and satisfaction. The study contributes to the literature by examining the factors that influence customer loyalty, CKM engagement, satisfaction, and trust in the context of the Saudi banking industry. These research findings are helpful for managers and strategists in figuring out how to create customer loyalty programs that are a fit for their target market. The study is limited to the Saudi banking sector and may not be generalizable to other industries. Additionally, the study is based on self-reported data from customers, which may not accurately reflect their true opinions and behaviors.

All lives matter. An analysis of internationals' living conditions in Seoul, Korea, using an extended image–satisfaction–loyalty mechanism

AbstractWe indirectly analyze the residential environment for long‐staying internationals in Seoul, Korea, by extending the image–satisfaction–loyalty mechanism widely used in tourism, specifically by examining the internationals' satisfaction and loyalty. We consider residential difficulties, sociodemographics, and survey years along with image as exogenous variables and evaluate satisfaction not only in terms of its absolute but also its relative level, which is the difference between absolute satisfaction (AS) and previous expectation. Tourism studies have measured loyalty using individuals' intention to recommend to another and their own revisit intention, but we evaluate the revisit intention with place attachment/hometown perception, which is more suitable for long‐staying residents. The variables are measured with 2016–2018 data from an annual quality of life survey for Seoul residents (n = 5279 individuals) and analyzed with structural equation modeling. Our results show that the conventionally used AS is associated only with recommendation intention, but the relative satisfaction (RS) both with recommendation intention and hometown perception. Regarding the exogenous variables, AS is substantially affected by image and RS is somewhat strongly influenced by residential difficulties. However, image is the principal determinant of loyalty level, whether recommendation intention or hometown perception. These findings confirm the applicability of the image–satisfaction–loyalty mechanism not only to short‐staying inbound tourists but also to long‐staying international residents.

PRODUCT QUALITY PERCEPTION, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY ON GREEN PRODUCTS

The study’s main objective was to determine customers’ perceptions of the quality of green products and describe their satisfaction and loyalty. After carefully analyzing the gathered data, the researcher concluded that most customers perceived green products as good quality. In terms of satisfaction, most customers were satisfied with the green products offered. Further, they were also said to be loyal to the green products. In addition, product quality is positively and moderately correlated with customer satisfaction and loyalty; customer satisfaction is positively and moderately correlated with customer loyalty.

A Research on the Influence Mechanism of the Homestay Tourists Loyalty

In the context of high-quality economic development, the demand for accommodation in tourist destinations is becoming increasingly diverse and personalized. Based on the questionnaire survey data of homestay tourists in Dali and Lijiang, Yunnan, a structural equation model was established to analyse the impact mechanism and the action path of homestay loyalty of tourists. The results indicate that there is a close direct relationship between the quality of homestay experience and the satisfaction and loyalty of the tourist. The physical environment of homestays has a positive impact on tourist satisfaction and loyalty. The social interaction of homestays positively affects tourist satisfaction, but does not affect loyalty Satisfaction plays a significant mediating role in the loyalty mechanism of homestays for tourists. Satisfaction plays a partial mediating role in the process of the physical environment that affects loyalty in homestays, while it plays a complete mediating role in the process of social interaction that affects loyalty in homestays.

The Framework of Loyalty and Customer Satisfaction with Perceived value and Omni-channel Integration Quality as Drivers in Banking Sector of Pakistan

Technological advancement and digitalization bring drastic transformations in the business market. This study intends to recognize the factors that influence customer loyalty and enhance the literature relevant to the evolving topic of Omni-channel which provides a seamless experience to consumers among all channels. This study empirically investigates the association among the Omni-channel “integration quality, perceived value, customer satisfaction & customer loyalty” in the Pakistani banking segment. To collect the data, a quantitative study was accompanied. The online surveys were generated on google forms filled out by the customer and some were distributed by hand. 233 questionnaires out of 250 were used to perform the analysis, and 17 questionnaires were excluded due to incomplete or missing data. SPSS 21 was used to perform Cronbach alpha & regression analysis. The result shows that loyalty & satisfaction are significantly influenced by the Integration quality, and a significant positive association of Perceived Value with satisfaction but shows insignificant relation with loyalty. Moreover, by enhancing customer satisfaction loyalty can be increased in the banking segment also showing significant results, and high-quality integration enhances the Perceived Value. while examining the given framework outcomes, the Pakistani bank's manager might be able to use the Omni-channel strategy in the banking sector favorably & recognize its influence on customers as well.

Effects of logistics service quality and price fairness on customer repurchase intention: The moderating role of cross-border e-commerce experiences

The dimension of logistics service quality (LSQ) has been receiving much attention as a key factor for the success of many leading domestic e-commerce platforms (DEC). However, the recent increase in demand for cross-border e-commerce (CBEC) calls for a reexamination of the relationship between LSQ and consumer repurchase intention. This study assesses the significance of the moderating effects of CBEC on the LSQ–satisfaction–loyalty–repurchase intention consequence chain. The findings revealed that CBEC has an enhancing moderating effect on the relationship between customer satisfaction and functional service quality (personnel quality) and, conversely, an attenuating moderating effect on the relationship between customer satisfaction and technical service quality (timeliness) and price quality (price fairness). Many DEC business platforms that are considering expanding into foreign markets can use these findings to create effective CBEC logistics service strategies.

Will coolness factors predict user satisfaction and loyalty? Evidence from an artificial neural network–structural equation model approach

Our research attempts to track the role of coolness factors (i.e., attractiveness, subculture, and uniqueness) on user satisfaction and loyalty with respect to technological products. For this purpose, we construct a model for a particular technological product on the basis of coolness and satisfaction–loyalty theories. We then gather survey-based data from 454 Koreans for measuring the coolness factors, satisfaction, and loyalty variables. Subsequently, we employ an artificial neural network–structural equation model for testing the proposed model. Based on the outcomes, (1) we find that attractiveness and uniqueness have notable and positive effects on satisfaction, (2) whereas, subculture does not have a considerable impact on satisfaction. (3) In addition, a positive association between satisfaction and loyalty is identified. (4) Interestingly, there are no significant moderating influences of age and gender on the associations of coolness elements. Overall, the outcomes of our research contribute to the expansion of the literature regarding coolness theory and user experience of technologies.

Analysis on the influencing factors of customer loyalty of homestay

As a newly developed travel accommodation model in the hotel industry, the homestay has gradually entered the public's view, and its situation and development are different before and after the epidemic. Based on the situation of homestays before and after the epidemic, this paper studies the factors affecting the development of homestays. Through literature review, it can be concluded that homestay is greatly affected by macro factors, such as geographical location, resources, national policies and prices, in the overall environment. This paper holds that, based on the influence of the above factors, improving business strategies to enhance customer satisfaction and customer loyalty is an important way to improve the development of home stay facilities.

Pengaruh Kepercayaan Merek, Komitmen, Kepuasan Nasabah Dan Kualitas Pelayanan Terhadap Loyalitas Nasabah Pada PT. Bank Central Asia Tbk. Cabang Tenggarong

Abstract:The Problems that occurred at PT. Bank Central Asia Tbk. Tenggarong Branch, there are some problems that must be fixed such as Lack of Customer Confidence where there is a passive account and minimum balance, that is with initial deposit balance Rp.500.000, and Balance held / minimum of Rp.50.000, and where the Passive Account (Dormaint) will be closed Themselves within 3 months, and the Bank has not been able to provide more facilities to its customers, which is a parking facility that is not adequate enough to park the vehicle Customer, as well as the place for transactions between the Customer With the bank has not been maximized, ATM and Office are made into one room. So lack of Attention from the bank, on the services provided to customers to use the Service back.The main objective of this research is to find out how much influence Brand Trademark, Commitment, Customer Satisfaction, and Service Quality affect Customer Loyalty that already exists at PT. Bank Central Asia Tbk. Tenggarong Branch. Keywords: Brand Trust, Commitment, Customer Satisfaction, and Service Quality Against Customer Loyalty

Securing delight and loyalty in a market with low switching costs

PurposeThis study aims to explore the loyalty intent of prepaid (contract-free) customers in a market where disloyalty is prevalent and the market has low switching costs.Design/methodology/approachA quota, non-probability sampling technique was applied, resulting in the completion of 220 self-administered questionnaires that were used for data analysis. Confirmatory factor analysis and a structural equation model were applied to determine model fit and test the formulated hypotheses for this study.FindingsThe strength of the satisfaction–loyalty relationship is found to be influenced by three specific satisfaction antecedents, strengthened by the mediating role of customer delight and impacted by switching costs.Practical implicationsThe findings of this study may guide mobile service providers in their initiatives to secure satisfaction and loyalty in a market context where switching costs are low and the market is described as disloyal.Originality/valueThis study investigates the well-researched relationship between satisfaction and loyalty and the antecedents of customer satisfaction to determine which of these variables should be the focus in a challenging market where consumers are disloyal and switching costs are low.