Customer Involvement, Retail Mix Elements and Customer Loyalty in Two Diverse Retail Environments

2017 ◽  
pp. 795-804
Author(s):  
Nic S. Terblanche
Keyword(s):  
Customer Loyalty ◽  
Customer Involvement

scholarly journals Peran Involvement Sebagai Variabel Pemoderasi Model Loyalitas Pelanggan

2018 ◽  
Vol 7 (1) ◽  
pp. 33
Author(s):  
Budi Setyanta
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Survey Method ◽  
Customer Involvement ◽  
Perceived Price

This research aims to identify the role of involvement as a moderating variable in the model of customer loyality. The population in this study is the Xiaomi smartphone users in Yogyakarta. Data is collected through survey method that is guided by questionnaire. The data samples are 200 respondents to eligible the data analysis by structural equation modeling. The results indicate that the involvement moderates the effect of perceived quality, perceived price and after-sales service towards customer satisfaction.. Besides, the result is the involvement moderates the effect of customer satisfaction on customer loyalty. The results are used to develop strategies to effectively increase customer loyalty by designing a stimulus to increase customer loyalty considering the level of customer involvement.

Effect of Service Quality on Customer Loyalty through Satisfaction, Perceived Value, and Customer Engagements (Study on Indonesian Ride-Hailing Online)

2020 ◽  
Vol 7 (10) ◽  
pp. 300-310
Author(s):  
Widarto Rachbini ◽  
Diana Anggraeni ◽  
Diah Febrina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Online Survey ◽  
Structural Equation Models ◽  
Perceived Value ◽  
Primary Data ◽  
Customer Involvement ◽  
Analysis Technique

This study attempted to analyze the effect of service quality on customer’s satisfaction, perceived value, and customer involvement as well as its implications for customer loyalty in Indonesia. The primary data used is the result of questionnaires through an online survey platform with the help of Google Form in July to August 2020. The sampling method was purposive sampling using specific criteria set by the researchers with 300 samples that met the criteria. Data analysis technique used the structural equation models (SEM) with the help of LISREL software. The results showed that there was a significant influence on the quality of Indonesian ride-hailing online services on perceived value, and a significant effect on perceived value on satisfaction as well as a significant effect on customer satisfaction on customer involvement. The only construct which directly influences customer loyalty is customer involvement. This research certainly provides practical advice for the online ride-hailing industry in Indonesia where there are three main suggestions aimed at improving the service quality, satisfaction, customer involvement, and value. Further research is suggested to analyze online ride-hailing in neighboring countries such as Malaysia, Singapore, Vietnam, or other Southeast Asian countries. Keywords: service quality, perceived value, customer satisfaction, customer involvement, customer loyalty and online ride-hailing

Measuring CRM Effectiveness in Indian Stock Broking Services

2019 ◽  
Vol 27 (1) ◽  
pp. 144-164 ◽  
Author(s):  
Shiv Ratan Agrawal ◽  
Divya Mittal
Keyword(s):  
Customer Loyalty ◽  
Business Outcomes ◽  
Customer Involvement ◽  
Crm System ◽  
Customer Perspective ◽  
Tactical Decision ◽  
Customer Trust ◽  
Item Scale ◽  
Technology Solution ◽  
Specific Technology

The article tried to develop a multi-item scale for analyzing CRM effectiveness (CRME) from the customer perspective in the Indian stock broking context. The results revealed that customer satisfaction could be improved through to build customer trust and customer involvement substantially by focusing on the CRM system which further influences customer retention and ultimately, customer loyalty within stockbroking services. The findings of the article will help stockbrokers and their managers for a tactical decision making of CRM system implementation and practices for customer perspective. Despite the huge investment in CRM systems by the stockbrokers, critics have remained unconvinced about the effectiveness of CRM for meeting desired business outcomes. The reason being that broking firms often perceive CRM systems as a specific technology solution rather than integrating customer needs with the firm's strategy, people and business process which generates a parallel need to develop a scale to measures CRM effectiveness in Indian stock broking services from the customer perspective.

Pengaruh Keterlibatan Konsunen, Perbedaan Persepsi Merk, Karakteristik Hedonis dan Kebutuhan Mencari Variasi terhadap Keputusan Perpindahan Merk Telepon Selular

2007 ◽  
Vol 2 (2) ◽  
pp. 105
Author(s):  
Basuki Nugroho ◽  
Magdalena Nany
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Multiple Regression Analysis ◽  
Empirical Evidence ◽  
Customer Loyalty ◽  
Brand Loyalty ◽  
Global Competition ◽  
Customer Involvement ◽  
Brand Switching ◽  
Brand Perception

The tight global competition had enforced marketers to focus on brand loyalty, so as to reduce brand switching. Therefore, studies focus on customer loyalty; customer purchasing power and customer satisfaction are growing rapidly.The objective of this research was to provide empirical evidence obout the effects of customer involvement, difference of brand perception, hedonism characteristic and variation seeker on brand switching decision both partially and simultaneously. Using the multiple regression analysis, the results showthat customer involvement, difference of brand perception and variation seeker partially has significant effect on brand switching decision. However, hedonism characteristic has insignificant effect on brand switching decision.The result also shows that customer involvement, dffirence of brand perception, hedonism characteristic and variation seeker simultaneously has significant effect on brand switching decision.Keywords: brand loyalty, customer involvement, difference of brand perception, hedonism charact eris tic, v ariation s eeker, brand switching decision

Factors Contributing to Customer Loyalty in Commercial Banking

2014 ◽  
Vol 1 (1) ◽  
pp. 413 ◽  
Author(s):  
Bareerah Khan ◽  
Muhammad Rizwan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Sampling Technique ◽  
Switching Cost ◽  
Commercial Banking ◽  
Corporate Image ◽  
Perceived Service Quality ◽  
Customer Involvement

Customer Loyalty has been realized as a significant aspect in the establishment and maintenance of competitive edge in services sectors. Firm’s performance is positively affected with customer loyalty.  Customer Loyalty not only increases the business value but they also allow it to uphold costs lower than those associated with attracting new customers. Now days, banking sectors are promoting Relational marketing which is beneficial for them to build long-term relationship with their customers. Empirical research of this paper examines the extent to which customer Satisfaction in accordance with Perceived Service quality and Trust, Switching Cost, Corporate Image, Customer Involvement Influence the Customer Loyalty in banking sector. For this analysis, Questionnaires were distributed among 150 people and data were collected from 148 questionnaires selected through non-probability sampling technique. Regression and Correlation techniques were used for the analysis of this study. Findings show that there is a direct positive and significant relationship between Customer Satisfaction together with Perceived Service Quality, Corporate Image, Customer involvement and Customer Loyalty. While, Switching Cost has a positive but insignificant relationship on Customer Loyalty.

Pengaruh Service Delivery System Terhadap Loyalitas Nasabah Penabung Suatu Survey Pada Bank Rakyat Indonesia Cabang Palembang)

2018 ◽  
Vol 16 (2) ◽  
pp. 90
Author(s):  
Rohmial Rohmial
Keyword(s):  
Service Delivery ◽  
Delivery System ◽  
Customer Loyalty ◽  
Simple Random Sampling ◽  
Matrix Analysis ◽  
Survey Method ◽  
Service Delivery System ◽  
Physical Support ◽  
Dependent Variables ◽  
Contact Personnel

The objective of this study are : 1) the application of service delivery system that can be applied by Bank Goveerment in Palembang, 2) the influence of physical support on customers, 3) the influence of contact personnel on loyalty of the customers of Bank Goverment in Palembang, 4) the influence of service delivery system on customer loyalty at Bank Goverment in Palembang. This study is done by survey method so as to describe the response from respondents. The samples are taken by using simple random sampling with 100 respondents. The instruments are observation, quesionares and interview, the data analysis is done by using descriptive and matrix analysis. The results of this research shows that all independent variables (physical support and contact personnel) significantly and positively influence the dependent variables (loyalty of the customers).

Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 43-52 ◽  
Author(s):  
Sri Widyastuti
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Model ◽  
Survey Method ◽  
Branch Office

Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.

Selecting which touchpoints to manage for customer loyalty: an empirical analysis in retail banking

2019 ◽  
pp. 39-54
Author(s):  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Empirical Analysis ◽  
Customer Loyalty ◽  
Online Survey ◽  
Customer Experience ◽  
Retail Banking ◽  
Customer Experience Management ◽  
Moderating Role

Customer Experience develops through a journey of touchpoints. However, little is known on the role of touchpoints in contributing to customer loyalty, which is the final aim of Customer Experience Management. This study provides an examination of the relative and moderating role of frequency and positivity of exposure to more than twenty touchpoints and their interplay in contributing to customer loyalty. An online survey on more than three thousand consumers is run with reference to retail banking. Results show that only a small number of touchpoints is significantly related to customer loyalty. Findings point companies' attention to invest their efforts in managing both the frequency and positivity of specific touchpoints.

A Consuequence of Statisfaction and Loyalty: How Brand nd Purchase Intention Affect Its (An empirical study of Bengkulu)

2020 ◽  
Vol 7 (2) ◽  
pp. 61-70
Author(s):  
Fachri Eka Saputra ◽  
Fedyah Anggriani
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Purchase Intention ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Price Fairness ◽  
Online Questionnaire ◽  
Positive Effect ◽  
Descriptive Method

The purpose of this study as to determine how the effect of waterpark image and price fairness on customer satisfaction and its implications for customer loyalty at Waterpark Wahana Surya Bengkulu. The measurement of this study uses 14 indicator items which are distributed using an online questionnaire. The number of samples in this study were 136 respondents and the data were analyzed using SEM PLS (Partial Least Square). Date were collected using a questionnaire using a Likert scale. This research used descriptive method with a quantitative approach. The type of data used in this study is primary data. The results of this study prove that 1. waterpark image has a positive effect on price fairness, 2. Waterpark image has a positive effect on customer satisfaction, 3. Fairness of price has a positive effect on customer satisfaction, 4. Waterpark image has a positive effect on customer loyalty, 5. Fairness of price has a positive effect on customer loyalty, 6. Customer satisfaction has no effect on customer loyalty.

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