Consumer Satisfaction and Loyalty in Digital Markets: Exploring the Impact of Their Antecedents

2017 ◽  
pp. 141-148
Author(s):  
Ivan Russo ◽  
Ilenia Confente ◽  
Antonio Borghesi
Keyword(s):  
Consumer Satisfaction ◽  
The Impact

scholarly journals Impact of COVID-19 on the Customer End of Retail Supply Chains: A Big Data Analysis of Consumer Satisfaction

2021 ◽  
Vol 13 (3) ◽  
pp. 1464
Author(s):  
Patrick Brandtner ◽  
Farzaneh Darbanian ◽  
Taha Falatouri ◽  
Chibuzor Udokwu
Keyword(s):  
Data Analysis ◽  
Supply Chains ◽  
Consumer Satisfaction ◽  
Future Research ◽  
Grocery Shopping ◽  
Product Availability ◽  
Analysis Technique ◽  
Retail Chains ◽  
Retail Supply Chains ◽  
The Impact

The COVID-19 pandemic has been one of the biggest disruptive events of recent decades and has had a global effect on society and the economy. The political regulations resulting from COVID-19 also led to significant changes in physical grocery shopping. However, the specific impact of COVID-19 on consumer satisfaction at the customer end of retail supply chains, i.e., the point-of-sale (PoS), has not yet been addressed. By gathering and analyzing consumer satisfaction data (ratings) and sentiments (evaluation comments) available on the open web, the current study evaluates the impact of COVID-19 on consumer satisfaction at the PoS. Focusing on the five biggest retail chains in Austria, the results show that there was a general and significant decline in consumer satisfaction due to the pandemic. The results also show a high impact of political regulations on consumer satisfaction. Furthermore, the text-mining based analysis of evaluation comments indicate that store layout and facilities, as well as product availability and waiting time had a great impact on consumer satisfaction. In total, over 533,000 consumer satisfaction ratings and over 153,000 textual comments have been analyzed, providing the basis for a comprehensive and sound discussion of the impact of COVID-19 on consumer satisfaction and perceptions. Future research could focus on applying the used data analysis technique and the adapted consumer sentiment dimensions in different settings, such as countries other than Austria or smaller retail chains.

Predicting Behavioral Loyalty through Community: Why Other Fans Are More Important Than Our Own Intentions, Our Satisfaction, and the Team Itself

2015 ◽  
Vol 29 (3) ◽  
pp. 318-333 ◽  
Author(s):  
Masayuki Yoshida ◽  
Bob Heere ◽  
Brian Gordon
Keyword(s):  
Behavioral Intentions ◽  
Consumer Satisfaction ◽  
Team Identification ◽  
Half Time ◽  
Community Attachment ◽  
Behavioral Loyalty ◽  
Sport Team ◽  
Professional Soccer ◽  
Actual Attendance ◽  
The Impact

A consumer’s loyalty to a specific sport team is longitudinal in nature. This longitudinal study examines the effects of consumers’ attitudinal constructs (team identification, associated attachment points, consumer satisfaction, and behavioral intentions) on behavioral loyalty in the context of a professional soccer event. To test the proposed relationships, the authors assess the impact of consumers’ self-reported measures (Time 1) on actual attendance frequency in the first half (Time 2) and the second half (Time 3) of the season. The results indicate that fan community attachment is the only construct that can predict attendance frequency over a longer period of time while team identification, satisfaction and behavioral intentions are not significant predictors of attendance frequency throughout the season. The theoretical model and results reinforce the importance of fan community attachment toward longitudinal attendance frequency and add new insights into the predictive validity of some of the attitudinal marketing measures in the field of sport management.

The effects of corporate brand symbolism on consumer satisfaction and loyalty

2016 ◽  
Vol 28 (3) ◽  
pp. 481-498 ◽  
Author(s):  
Tatiana Anisimova
Keyword(s):  
Social Life ◽  
Consumer Satisfaction ◽  
Single Point ◽  
Social Aspects ◽  
Consumer Loyalty ◽  
Cross Sectional ◽  
Corporate Brand ◽  
Content Type ◽  
Strategic Role ◽  
The Impact

Purpose – The purpose of this paper is to test the effects of corporate brand symbolism on consumer satisfaction and loyalty on a sample of Australian automobile consumers. Design/methodology/approach – Survey research was employed to test the study hypotheses. The regression analysis was used to evaluate the relationships between an independent variable (corporate brand symbolism) and dependent variables (consumer satisfaction and loyalty). Findings – Support was found for all hypotheses formulated in this study. Regression results reveal consistent favourable and significant effects of corporate brand symbolism on both consumer satisfaction and loyalty. Research limitations/implications – Although this paper makes contributions in international marketing, the cross-sectional nature of the data collection method limits the information gained to the single point in time. This research studied the impact of corporate brand symbolism on consumers of one original equipment manufacturers (OEM). Having a larger number of participating car manufacturers/OEMs would have provided a wider insight. However, time and resources limitation did not allow to study a larger sample. In the future, practitioners are recommended to further understand the relationship between self and social aspects of brand symbolism in order to formulate more targeted communication strategies. Practical implications – The findings of this study point to the strategic role of the brand in generating both satisfaction and loyalty. In the light of increasing advertising costs and decreasing consumer loyalty, strengthening corporate brand symbolism makes a lot of economic sense. The findings suggest that managers need to take into account consumer need for identity expression and consider this in their branding strategies. Social implications – Humans are social beings by nature. However, international brand research has paid relatively little attention to how products are used by consumers in everyday life, including their social life. Consumer behaviours increasingly depend on social meanings they imbue brands with beyond products’ functional utility. It is argued the focus of symbolic consumption needs to be broadened and integrated more with social science concepts. Originality/value – This study captures a construct of corporate brand symbolism by including self and social aspects of symbolism. The current study also comprehensively measures consumer loyalty, including cognitive, affective and behavioural types of loyalty.

Research on the Consumer Demand of Decision Making in the E-Commence System Building Process

2011 ◽  
Vol 71-78 ◽  
pp. 2895-2898
Author(s):  
Jian Min Xie ◽  
Qin Qin
Keyword(s):  
Decision Making ◽  
Rough Set ◽  
Consumer Satisfaction ◽  
Rough Set Theory ◽  
Consumer Demand ◽  
Successful Implementation ◽  
Business Decision ◽  
Building Process ◽  
Demand Reduction ◽  
The Impact

In the process of developing e-commerce system, enterprises are able to accurately understand and grasp the needs of the user enterprise that is the key to the successful implementation of e-commerce. Based on this, the article proposed a new method which was based on the process of developing consumer demand for e-business decision-making though a rough set theory. This new approach is built using rough set decision model to calculate the different needs of the impact on consumer satisfaction, come to an important degree of each demand and the demand reduction order. This method overcomes the traditional rough set method cumbersome bottlenecks, and helps operating; cases studies show that the proposed method is simple and effective.

scholarly journals Consumer Satisfaction on Online Services in Kosovo

2019 ◽  
Vol 22 (s2) ◽  
pp. 39-53
Author(s):  
Besim Beqaj ◽  
Arta Krasniqi ◽  
Valon Beqaj
Keyword(s):  
Consumer Satisfaction ◽  
Consumer Behaviour ◽  
Price Level ◽  
Care Delivery ◽  
Demographic Variables ◽  
Delivery Time ◽  
Online Services ◽  
Independent Variables ◽  
Customer Care ◽  
The Impact

Abstract This paper aims to analyse and examine consumer behaviour based on different variables (age, gender, level of education, income, customer care, delivery time), and the impact of those variables on consumer satisfaction on domestic and foreign online services in Kosovo. The data represented in the paper have been collected on 2017 and 2019. The majority of demographic variables (except gender and income) as independent variables have shown to be significant in explaining consumer satisfaction from online services. On the contrary, the level of customers’ gender and income have shown to be statistically insignificant (p=0.143 and p=0.264 respectively; where α=5%). In addition, income has shifted from being insignificant in 2017 to significant in 2019. It can be inferred that the strongest correlation has shifted towards the price level of the 4 P’s of Marketing with total customer satisfaction from online services (r=.996), followed by customer care (r=.990).

scholarly journals Study of Various Sales Promotion Tools Implemented by “Big Bazaar” and Its Impact on Consumer Satisfaction

2019 ◽  
pp. 23-29
Author(s):  
Dr. Samir Dubey
Keyword(s):  
Consumer Satisfaction ◽  
Demographic Variables ◽  
Purchase Intentions ◽  
Sales Promotion ◽  
Primary Research ◽  
Descriptive Research ◽  
Tools And Techniques ◽  
The Impact ◽  
Mobile Telecom ◽  
Structured Questionnaire

Consumer Satisfaction is the measure of the degree that companies tend to match and surpass with relation to their expectations. Retail Industry is a consumer centric Industry with a direct connect with the consumers round the year in various segments like food, apparel, pharmacy, mobile telecom, jewellery and many more verticals. Big Bazaar was the first to turn the picture of Hypermarket India, which introduced and serviced all these segments under one roof. Innovations and Initiatives have been their differentiators. The paper attempts to assess and reveal the sales promotion tools and techniques of Big Bazaar. The study is based on descriptive research design with a structured questionnaire furnishing information regarding behavioural characteristic and demographic variables. A Primary research was conducted with 400 consumers visiting Big Bazaar, through specifically designed personal interview process and analyses the impact of these promotional tools on purchase intentions.

scholarly journals Educational Services for Intellectual Capital Growth or Transmission of Culture for Transfer of Knowledge—Consumer Satisfaction at St. Petersburg Universities

2019 ◽  
Vol 9 (3) ◽  
pp. 183 ◽  
Author(s):  
Nadezhda N. Pokrovskaia ◽  
Marianna Yu. Ababkova ◽  
Denis A. Fedorov
Keyword(s):  
Higher Education ◽  
Consumer Satisfaction ◽  
Service Sector ◽  
Point Of View ◽  
Soviet Society ◽  
Transfer Of Knowledge ◽  
Training Techniques ◽  
Negative Impacts ◽  
Research And Education ◽  
The Impact

Higher education has complex roles in society, the economy, and politics; it helps to transmit culture, transfer knowledge, and develop the personality of citizens. This diversity of roles is confronted with the limited resources that are related to the sources of financing, that is, students and their families, the national government, and local authorities, among others. The discussions related to the role of universities concern the economy of knowledge and the digital tools influencing education. The specific case of St. Petersburg universities simultaneously represents the impact of the deep socio-political transition from Soviet society to the liberal principles of a market economy, including the perception of higher education institutions as service sector companies. The services allowed by universities include research and training; however, from the consumer point of view, universities should create specific value: the increase of the intellectual components of human capital. These complex functions are interconnected. During 2017–2018, a survey in St. Petersburg was organised to ascertain the opinion of students, professors, and employers on the quality of education. The results of the survey demonstrate the impact of the exaggerated implementation of the liberal principles on education, both positive and negative. The positive effect is the renewing of content and innovative training techniques due to competition among universities. The negative impacts include the preference for popular disciplines and the opportunistic behavior of students that lose their passion for acquiring knowledge and choose instead the passive attitude of consumers of a competitive service. They are less interested in the sphere of their studies, in searching for a job, in the interaction with other social and economic actors, and even in the research and education options presented by the universities.

The impact of confidence in expectations on consumer satisfaction

2001 ◽  
Vol 18 (11) ◽  
pp. 1187-1204 ◽  
Author(s):  
Richard A. Spreng ◽  
Thomas J. Page
Keyword(s):  
Consumer Satisfaction ◽  
The Impact

Impact of Corporate Social Responsibility on Consumer Trust

2008 ◽  
Vol 23 (4) ◽  
pp. 7-34 ◽  
Author(s):  
Valérie Swaen ◽  
Ruben C. Chumpitaz
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Questionnaire Survey ◽  
Consumer Satisfaction ◽  
Positive Influence ◽  
Consumer Trust ◽  
Underlying Mechanisms ◽  
Corporate Social ◽  
The Impact

This research aims at analyzing the impact of consumers' perceptions of Corporate Social Responsibility (CSR) activities on their trust toward the company and at highlighting the underlying mechanisms and conditions of this impact. This paper is based on a questionnaire survey administered to a sample of 618 consumers about cosmetics and sportswear. Results show that consumers' perceptions of CSR activities have a positive influence on their trust toward the company, directly and indirectly through the influence on perceived quality of the products offered and consumer satisfaction.

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