Satisfaction Loyalty Research Articles

Does Historical Nostalgia Predict Tourists' Delight And Their Destination Loyalty Intention for the World Cultural Heritage Site of Mahabalipuram, India?

Delighting consumers has been one of the most important goals for marketing stakeholders but the effect of historical nostalgia on tourists' delight at the world cultural heritage sites has rarely been examined. This study examines the impact of historical nostalgia on the heritage tourists' delight, their satisfaction, and destination loyalty intention. The survey for the study was conducted at the world cultural heritage site of Mahabalipuram, India. The hypotheses were tested through the structural equation modeling technique. The results indicated positive and significant effect of historical nostalgia on tourists' delight, satisfaction, and destination loyalty intention. The study makes contribution to the tourism studies by examining the role of historical nostalgia in delighting the tourists at the cultural heritage sites and instructs the managers to evoke such experiences to keep the heritage tourists delighted and thereby enhance their loyalty.

The Role of Customer Satisfaction in Mediating the Influence of Brand Personality and Service Quality on the Loyalty of Beachwalk Shopping Center Customers

In 2018 and 2019, there was an increase in the number of shopping centers in Bali, which led to the tight competition in the industry. The movement of customers from one shopping center to other shopping centers indicate that the loyalty of customers can be categorized as low. This challenges business practitioners in their attempt to maintain and win the competition within the industry. This research focuses on the role of customer satisfaction, brand personality and service quality in developing the loyalty of Beachwalk Shopping Center customers. This research is categorized as an associative quantitative study and was conducted in Badung Regency, Bali. The data consists of 218 Beachwalk Shopping Center visitors, collected by distributing questionnaires which include open-ended and close-ended questions. The validity and reliability of these questions have also been verified. The analysis technique used is the Structural Equation Modelling (SEM) and the analysis tool utilized is the SmartPLS 3.0. The research results revealed that customer satisfaction and brand personality have a positive and significant influence on customer loyalty, but service quality does not have a significant influence on customer loyalty. The results also showed that customer satisfaction is capable of mediating the influence of brand personality and service quality on the loyalty of Beachwalk Shopping Center customers. Another result of this study is that there is no significant difference between the satisfaction and loyalty of local and foreign customers, indicated by both having equally high values of customer satisfaction and customer loyalty. Keywords: brand personality, service quality, customer satisfaction and customer loyalty DOI: 10.7176/EJBM/12-20-11 Publication date: July 31 st 2020

Effectiveness of Service Quality through Integrated Information Systems in Increasing Customer Satisfaction and Loyalty in Islamic Education Institutions

In the management of Islamic Education Institutions based on management, efforts are needed to improve the quality of comprehensive human resources so that the quality of human beings in Indonesia can adapt well with the development of technology and times (Mutohar, 2014). Therefore Islamic Educational Institutions need a system that helps consumers get information. The information provided aims to provide better communication so that the program of Islamic Education institutions achieving educational goals will become smoother (Yukl, 2017). The implementation of this management concept has 3 key elements including customer satisfaction, service quality and customer loyalty (Kunaifi, 2016). In this case customer satisfaction with information obtained at the time of learning activities becomes importantThis satisfaction increases consumer loyalty at school. This study aims to provide an overview and information system that facilitates the public to receive better communication. This study also examines more deeply how information systems are able to provide satisfaction and increase loyalty to consumers of Islamic Education Institutions. This study uses qualitative data collection methods, namely research procedures that produce descriptive data in the form of information directly, in depth, unstructured. This research was conducted at SMA Muhammadiyah 2 Sidoarjo. Primary data sources were obtained from information in the form of interviews with related parties handling the Integrated Information System including the Deputy Principal for Student Affairs, Deputy Principal for Public Relations, IT team and Principal. Secondary data obtained from data that already exists and previous and has a relationship problem that is examined includes the existing literature. The population of the research sample was the guardians of students in SMA Muhammadiyah 2 Sidoarjo. Data collection techniques include interviews and Literature studies. Interviews were conducted with open-ended questions. Literature study is done by reading literature books, journals, internet and previous research that has been done before. From the analysis and results of the discussion obtained it can be concluded as follows: Integrated information systems have good benefits to schools so that schools can develop marketing and community trust as well-facilitated schools. The existence of an integrated information system can be an added value in increasing the satisfaction and loyalty of guardians of students, students and stakeholders who are interested in the school environment. Integrated information systems always experience developments in accordance with the technology that developed in that year. Therefore, competent funding and human resources are needed in managing the system.

The Balance Between Corporate Identity And Corporate Image And Its Impact On Marketing Of Universities In Ghana

Universities are adopting different strategies to attract students, enhance satisfaction level and loyalty as well as branding in a competitive market. Although university corporate identity and image is becoming an increasingly important issue in the marketing of universities in Ghana, there is sometimes a mismatch between the university corporate identity and image which can lead to poor marketing performance. This has therefore necessitated this study which is, evaluating the balance between corporate identity and corporate image and its impact on marketing performance of universities in Ghana using Christian Service University College as the case study.
 The study was descriptive. Population was past and current students of the university. Five hundred and seventy five (575) persons were sampled using convenience sampling method. Multiple linear regression was used to analyze data.
 Findings revealed a balance between CSUC corporate identity and corporate image, as it has positively impacted on the university’s marketing performance in these challenging times for private universities in Ghana. This was based on the evidence that, majority of the responses attested to the fact that the university practiced its Christian values inbuilt in its brand , also the university does what it says it stands for. Respondents were happy with lecturers and the university graduates’ performances on the field. The study recommended that Universities must create a perfect fit between their corporate identity and corporate image since they impact on their marketing performance, and also all staff must be made to understand the relationship between the institution's corporate identity and corporate image and its impact on marketing performance of the institution.

Customer Loyalty on the Insurance Services Market in Poland

Abstract Insurance companies are currently carrying out tasks related to building trust, image creation and giving distinctive features to intangible insurance services, which is associated with paying more attention to the packaging of the service than to the service itself. The packaging of the insurance service consists of people, the appearance of branches, the availability of insurance services and flexibility in customer service. For insurance companies, the knowledge of not only marketing practice, but also the knowledge about customer behaviours or factors affecting their loyalty is becoming important. The purpose of the article is to review the loyalty on the insurance services market in Poland and to examine the factors influencing it. The article discusses the methods of testing customer loyalty on the insurance services market. On the other hand, based on the results of the survey, factors affecting customer that may affect customer loyalty satisfaction are presented.

The Linkage between Patient Satisfaction and Patient Loyalty: Evidence from Health Care Sector in Jordan

The Linkage between Patient Satisfaction and Patient Loyalty: Evidence from Health Care Sector in Jordan

Customer Experience Monitoring: A Study of Zambian Banks

The fast growing level of competitiveness and fundamental amendments in the world of business especially in the banking sector nowadays are pushing firms and for that matter banks to implement a customer-based strategy, which proves the importance of customer experience monitoring constructs such as customer experience and satisfaction, quality of service, and customer loyalty in explaining a bank’s performance. Consequently, this study seeks to develop and empirically test customer experience monitory and evaluation and also to study the influences of service quality, customer satisfaction, and customer loyalty in the Zambian banking industry. A survey was conducted with banking customers on many validated questions, based on which we got 107 valid responses. The data was processed to produce the valuable results and Quantitative Data Analysis (QDA), via simple regression analysis and ANOVA. The findings and analysis of data shows that quality of service provided and customer satisfaction are important when monitoring the experience of customers based on the effects of quality of service and customer loyalty and there returns thereafter. Based on the data analyzed, the study concluded that customer experience has positive impact on customer loyalty and banks must ensure that their customer walk out with good experience by monitoring this periodically to adapt or adjust to current trends. The study also observed a significant relationship between customer satisfaction and customer loyalty. The theoretical and managerial implications of the study confirmed the theoretical framework. Consequently, the following recommendations were contrived: staffs of financial institutions should create a friendly environment with their customers. The Bank’s environment should be conducive, attractive, decent and enabling enough to psychologically assure their customer of the best of service. Also, there should be a routine high quality of service delivered to customers and their views sorted routinely. This may help boost and also add to the value of experience of customers, thus their total satisfaction on the Bank’s service.

Analysis Quality of Services on and Satisfaction Loyalty Patients Sumberglagah Hospital Mojokerto

Hospitals were health facilities that provide individual health services including promotive, preventive, curative and rehabilitative services. Hospital services provided in the form of quality will be able to satisfy patients. Patients satisfied with the services provided can also create patient loyalty. This study aims to determine the effect of service quality on satisfaction and loyalty of patients at Sumber Glagah General Hospital Mojokerto. Research design used in this study a correlation analytic with a cross sectional approach. The population study were all in patients at Sumber Glagah General Hospital Mojokerto in August 2018 as many as 315 patients. The sampling technique used simple random sampling with a sample size of 100 patients. The independent variable was service quality and the dependent variable is satisfaction and loyalty. The instrument used a questionnaire that is tested for its validity and reliability. Data analysis used linear regression with a significance level of 0.05. The results showed that respondents stated that the services of the Sumberglagah General Hospital were of high quality at 56%. Respondents who stated that they were very satisfied were 94%. Respondents who stated were very loyal at 93%. The results of the linear regression test showed that p = 0.025 (α = 0.05) that H0 is rejected means that there is an influence between the quality of service of Sumberglagah Hospital in Mojokerto and patient satisfaction. The results of the linear regression test showed that p = 0.015 means that there is an influence between the quality of services of Sumberglagah Hospital in Mojokerto on patient loyalty. The quality of health services felt by patients is predicted to increase patient satisfaction. Good service quality will affect patient satisfaction as a hospital customer. The more quality the services provided by the hospital, the more patients will feel satisfaction with the services provided. The better quality of hospital services provided to patients will be more loyal patients to the hospital

Integrating Attitudes to Sharia Banks in a Customer Loyalty Model of Sharia Banks: An Evidence from Indonesia

The main objective of this study aimed to evaluate the role of customer attitudes towards Islamic banks and corporate image on customer loyalty through mediating customer satisfaction, trust, and switching costs. Data analysis used 283 respondents as a sample using a purposive sampling method. The research used Structural Equation Modeling (SEM) with LISREL 8.0. The findings show that of the ten hypotheses, eight hypotheses proved significant, and two hypotheses were insignificant. The results showed that attitudes towards Islamic banks affect the perception of service quality but do not affect customer satisfaction. Corporate image influences satisfaction but does not affect customer trust. Customer satisfaction affects customer loyalty, both directly and indirectly, through mediating customer trust and switching costs. The most significant total effect of attitude on Islamic banking towards loyalty has a coefficient value of 0.15. The coefficient is the path of attitude, service quality, customer satisfaction, and customer loyalty. The pathway shows that attitudes towards sharia banking affect customer loyalty through the mediating role of service quality and satisfaction. While the most significant total effect of the corporate image through customer satisfaction, customer loyalty with a coefficient value of 0.15. The pathway shows that corporate image influences customer loyalty through the mediation of customer satisfaction and trust. Keywords: attitudes towards Islamic banks, customer satisfaction, service quality, switching costs, trust, customer loyalty DOI: 10.7176/JESD/11-10-09 Publication date: May 31 st 2020

요양병원 주보호자의 관계혜택이 고객만족과 충성도에 미치는 영향

요양병원 주보호자의 관계혜택이 고객만족과 충성도에 미치는 영향

The Rational Factors of Perceived Quality and Perceived Value as the Drivers of Customer Satisfaction and Brand Loyalty

The Rational Factors of Perceived Quality and Perceived Value as the Drivers of Customer Satisfaction and Brand Loyalty

IKLIM ORGANISASI, KEPUASAN KERJA DAN LOYALITAS KERJA BERPENGARUH TERHADAP ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB)

Organizational citizenship behavior is an important element in an organization. If employees feel dissatisfied with work situations,, it will lead to higher turnover intentions in the company. This study aims to explain the influence of organizational climate, job satisfaction, and work loyalty on organizational citizenship behavior in Jimbaran Bay Seafood Café (JBS) Kedonganan. The respondents in this study were all 58 employees. The sampling technique uses saturated sampling. The method of data collection is done by the method of open interview and questionnaire. The analysis technique used is multiple linear regression. The results of the analysis show that organizational climate, job satisfaction and work loyalty have a positive and significant effect on organizational citizenship behavior. The results of this study reveal the importance of management in considering how much organizational climate, job satisfaction, and work loyalty in influencing the level of organizational citizenship behavior (OCB)
 Keywords : organizational climate, job satisfaction, job loyalty, organizational citizenship behavior

Pengaruh Kualitas Layanan dan Lokasi Terhadap Kepuasan dan Loyalitas Pelanggan pada Don’s Warnet Cikarang

Competition in the business world, especially the cafe industry shows an increasing trend. For some internet cafe managers, the importance of creating customer satisfaction and customer loyalty is very important and a primary goal. Managers of internet cafe services are now competing to improve optimal services to achieve these goals .Customer satisfaction and customer loyalty are expressions of feelings or impressions of everyone when using a product or service. This research aims to identify and examine the factors that may affect the customer's satisfaction and loyalty in Don 's Warnet Cikarang . With a sample size of 200 people , the research carried out on the visitors who have used the services of Don 's Warnet , and conducted by purposive sampling technique .The results show that customer satisfaction is positively and significantly influenced by the quality of service and location factors . As for the only customer loyalty is positively and significantly influenced by customer satisfaction factors . The moderating variable frequency of visits and customer's place of residence does not give significant results on satisfaction and customer loyalty .Thus , it can be concluded that in order to get satisfaction and customer loyalty , besides place the business location that is close to the customer's environment , Don 's Warnet should further improve the quality of services , especially in the field of reliability of internet access , responsiveness operators , security environment and a sense of empathy towards the customer . So the satisfaction perceived by customers , is expected to make a loyal customer to the products / services used .

관광경험이 관광지 만족과 충성도에 미치는 영향 : 방문경험에 따른 조절효과를 중심으로

관광경험이 관광지 만족과 충성도에 미치는 영향 : 방문경험에 따른 조절효과를 중심으로

Assessing the role of product category involvement and relationship proneness in the satisfaction–loyalty link in retailing

PurposeProduct category involvement and relationship proneness are crucial in explaining relationship outcomes. Nevertheless, the authors know little about their roles in the formation of loyalty, especially in the retail industry. Individual consumer traits and preferences are likely to play a critical role in the success of relationship marketing. Yet, relationship marketing studies have fallen short of considering such individual differences. The purpose of this paper is to examine the mediating effects of product category involvement and relationship proneness on the relationship between satisfaction and loyalty in retail clothing stores.Design/methodology/approachData were obtained using a survey of 220 consumers. Partial least squares structural equation modeling was employed to test the proposed theoretical model.FindingsThe results show that satisfaction significantly affects product category involvement and relationship proneness, which, in turn, significantly affect purchase intention and word-of-mouth (WOM). The results also show that product category involvement and relationship proneness partially mediate the impact of satisfaction on purchase intention and WOM.Research limitations/implicationsProduct category involvement and relationship proneness play a critical role in explaining the satisfaction–loyalty link. Future research could consider the role of potential moderating variables.Practical implicationsRetail managers should not only focus on improving customer satisfaction to achieve customer loyalty, but should also consider the importance of product category involvement and relationship proneness, and their role in the formation of customer loyalty both in traditional and online environments.Originality/valueTo the best of the authors’ knowledge, this study is the first to explore the mediating effects of product category involvement and relationship proneness on the relationship between satisfaction, purchase intention and WOM in the retail industry.

The effects of service recovery on customer satisfaction and customer loyalty in banks

With the advent of health risks related to gathering of people, banks among other institutions are relying on e-services to reach out to their customers. These services are directly affected by service failure and recovery. This study examines the relationship between effective service recovery, well-established communication structure, customer satisfaction and customer loyalty, in order to provide a better quality service for the millennial customers. Collected data was analysed using the SPSS software. The results show that there is a significant positive relationship between the following attributes: service recovery and customer loyalty, customer satisfaction and positive word-of-mouth, communication and conflict handling on loyalty.

Analysis of satisfaction and loyalty level of online taxi bike customer

Customer satisfaction in marketing research was defined as happiness and awful that was got from someone by comparing perceived performance with perception and expectation. Therefore, customer satisfaction was explained by application quality, driver’s quality and motorcycle quality. Customer loyalty in marketing research was defined by responses that reflected by continue purchasing. All component of application quality, driver’s quality and motorcycle quality is a latent variable that was measured by indicators. The purpose of this research is to know about correlation between loyalty level and satisfaction level depend on sample that was gotten by stratified random sampling. In each stratum, sample has got by systematic sampling. This research used Partial Least Square (PLS) method to find correlation between customer satisfaction and loyalty satisfaction. The results showed that there is positive correlation between satisfaction and loyalty level.

The Role of Innovation on Indian Retail Industry

The main objective of this study is to find the impact of technological innovation and marketing innovation on satisfaction, store image and customer loyalty. Experimental research was conducted in the context of shopping experiences in electronic products, clothing, grocery and furniture stores. Data was collected from 315 respondents using structured questionnaire distributed among them at different retail set ups in Delhi, Aurangabad and NCR region. The survey was developed with a cautiously selected collection metrics, tested in the latest literature, adapted in the retail context. Data analysis was conducted in five stages namely exploratory factor analysis, confirmatory factor analysis, descriptive analysis, correlation and regression analysis. The study found that technological innovation has a significant impact on all variables, i.e., store image, satisfaction and loyalty, while marketing innovation has a statistically significant impact only on satisfaction and has no impact on variables like store image and loyalty.

Customer Satisfaction and Loyalty in Malaysian Resort Hotels: The Role of Empathy, Reliability and Tangible Dimensions of Service Quality

This paper applies the SERVQUAL model for the purpose of examining the impacts of the five dimensions of service quality on customer satisfaction and customer loyalty in the hotel industry in Malaysia, and to investigate which factors among said dimensions (tangibles, reliability, responsiveness, assurance and empathy) have a major role in affecting customer satisfaction and loyalty in relation to resort hotels. Questionnaires were used to collect quantitative data for this research by deploying a random sampling strategy to invite 136 hotel guests to complete the survey. The key findings indicate that empathy, tangibles and reliability have significant roles in affecting overall customer satisfaction in the Malaysian resort hotel sector but that responsiveness and assurance were not significantly influential. Empathy was the most significant predictor of customer satisfaction among all of the dimensions, and customer satisfaction has a positive relationship with customer loyalty in this context.

Effect of Customer Experience in Business and Financial Performance of Banks

Providing excellent customer service to customers in all aspects will be a challenging task. Excellent customer service leads to customer experience creation, which will affect customer satisfaction and customer loyalty. Nowadays, researchers concentrate on the idea of customer experience in Indian banks, which has a significant customer base. The purpose of this article is to develop a conceptual framework between customer experience and business and financial performance. The customer experience index (CEI) is adapted for this study. The propositions are developed to understand the cause and effect relationship of customer experience in business and financial performance of the banks in India.