Customer loyalty in Sabah full service restaurant

2019 ◽  
Vol 32 (7) ◽  
pp. 1407-1429 ◽  
Author(s):  
Phang Grace Ing ◽  
Ng Zheng Lin ◽  
Ming Xu ◽  
Ramayah Thurasamy
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Specific Model ◽  
Mediating Effect ◽  
Content Type ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Price Perception ◽  
Customer Expectations ◽  
Price Consciousness

Purpose Loyal customers are committed to repeat patronage, make business referrals and provide publicity for the business. However, rising customer expectations and price consciousness, advancement of technology, lack of product differentiation and consumer choices have posted more challenges for customer retention. The purpose of this paper is to examine the relationships between transaction specific characteristics (i.e. food quality, service quality, atmosphere, convenience and price perception), customer satisfaction and customer loyalty (behavioral and attitudinal loyalties) in the context of Sabah full-service restaurant. The mediating effect of customer satisfaction and moderating effect of customer innovativeness were also tested. Design/methodology/approach A total of 225 valid questionnaires was collected via purposive sampling method and analyzed using Smart-PLS software 3.0. Findings All transaction specific characteristics have positive influences on customer satisfaction with price perception as the strongest predictor. Satisfaction had stronger effect on behavioral loyalty as compared to attitudinal loyalty. The mediating effects of customer satisfaction were only found in some of the relationships. None of the moderating effects of customer innovativeness was significant. Originality/value Utilizing the value-percept theory and transaction specific model which combine the evaluations of service and product elements of the full-service restaurant, this study contributed to the better understanding of the relationships between transaction specific characteristics, customer satisfaction and customer loyalty. The examination of both attitudinal and behavioral loyalties provided valuable insights to practitioners and researchers in understanding full-service restaurant consumers’ repatronage intention, intention to spread positive words-of-mouth (WoM) and commitment.

Exploring a suitable model of destination image

2019 ◽  
Vol 31 (5) ◽  
pp. 1287-1307 ◽  
Author(s):  
Yunduk Jeong ◽  
Sukkyu Kim
Keyword(s):  
Mediating Effect ◽  
Destination Image ◽  
Equation Modeling ◽  
Small Scale ◽  
Direct Influence ◽  
Content Type ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Tourist Satisfaction ◽  
Sporting Event

Purpose The purpose of this paper is to investigate the structural relationships between destination image, tourist satisfaction, attitudinal loyalty and behavioral loyalty, with an emphasis on the mediating effect of tourist satisfaction on the relation between destination image and loyalty in the context of a small-scale recurring sporting event held in Asia. Design/methodology/approach Validity and reliability of the measurement scale were proved through a confirmatory factor analysis, Cronbach’s α analyses and correlation analyses. A structural equation modeling test with maximum likelihood estimation was conducted to test the relationships among the research variables using 440 participants. Findings The results revealed destination image had a direct influence on tourist satisfaction, attitudinal loyalty and behavioral loyalty, and that tourist satisfaction had a direct influence on attitudinal loyalty and behavioral loyalty. Moreover, tourist satisfaction was found to partially mediate relationships between destination image and attitudinal loyalty, and between destination image and behavioral loyalty. Practical implications First, destination marketers and organizers of a small event should provide tourists with an international or domestic newsletter of the small event. Second, destination marketers should place well-educated employees at popular hotels and restaurants and the event organizers should arrange that trained volunteers be positioned at stadiums, to enable tourists to find the locations of interest, which would help develop a positive image of the destination. Third, marketers and organizers should actively use social media to improve destination images and promote sporting events. Originality/value The authors offer a new perspective of tourist satisfaction as a mediating effect. Existing studies show tourist satisfaction fully mediates on the relation between destination image and loyalty, but the present study shows tourist satisfaction partially mediates this relation. In this respect, the term “sporting event” should be regarded important when attempting to understand tourist psychology and behavior because the level of tourist satisfaction can be affected by a term like “sporting event” in the mediating effect context.

Factors affecting customer loyalty for mobile telecommunication industry

2016 ◽  
Vol 11 (3) ◽  
pp. 347-361 ◽  
Author(s):  
Ingy Shafei ◽  
Hazem Tabaa
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Mediating Effect ◽  
Telecommunication Industry ◽  
Consumer Loyalty ◽  
Content Type ◽  
Factors Affecting ◽  
Switching Barriers

Purpose This research works toward identifying the service quality constructs for the telecommunication industry, the extent they affect customer satisfaction, the perceived switching costs and their significance to the customer. The purpose of this paper is to examine the effect of customer satisfaction and switching barriers on customer loyalty as well as the mediating effect of the switching barriers on the customer satisfaction and loyalty link. Design/methodology/approach An empirical causal framework was developed and tested through qualitative and quantitative phases. In-depth interviews were performed with consumers and experts in the field as well a survey with consumers. The results were analyzed using Cronbach’s α, Pearson’s correlation and regression analysis techniques. Findings The results of the research showed that network quality, customer support and pricing structure are the main service quality constructs that affects the customer satisfaction, showing how the customer is more interested in the core services other than other benefits and value-added services. Originality/value The research presents a comprehensive framework enabling mobile service providers to understand the factors affecting consumer loyalty. In terms of practical implication; the telecommunications sector is changing radically and as the market is approaching its maturity, customer retention has become a critical issue in the success of the mobile telecommunications business. The findings of the research can aid practitioners in firms in focussing their efforts on areas that can build consumer loyalty and retention.

Loyalty intentions and selected relationship quality constructs

2019 ◽  
Vol 36 (4) ◽  
pp. 601-619 ◽  
Author(s):  
Daniel J. Petzer ◽  
Estelle van Tonder
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Mediating Effect ◽  
Customer Engagement ◽  
Short Term ◽  
Content Type ◽  
Customer Commitment ◽  
Loyalty Intentions

PurposeThe purpose of this paper is to assess the mediating effect of customer engagement on the relationships between selected relationship quality and value antecedents (commitment, customer satisfaction, trust and customer value), and the consequence (loyalty intentions) within the short-term insurance industry.Design/methodology/approachA descriptive research design that is quantitative in nature was followed and 491 responses from insurance customers were analysed.FindingsShort-term insurers should facilitate customer engagement by implementing strategies that foster customer commitment, ensure customer satisfaction, build trust and create customer value. Facilitating customer engagement may lead to stronger loyalty intentions amongst customers towards the short-term insurer.Research limitations/implicationsThe investigation offers a greater understanding of the relevance and importance of the customer engagement theory and the impact it may have in strengthening the relationships between factors of the relationship marketing domain and customer loyalty.Practical implicationsFrom a managerial perspective, it is evident that short-term insurers should facilitate customer engagement carrying out strategies that foster customer commitment, ensure customer satisfaction, build trust and create customer value.Originality/valueBuilding on the work of earlier relationship and quality management scholars, the study provides new insight into the role and relevance of relationship quality and value factors and customer engagement, while simultaneously being assessed for their contribution to customer loyalty.

scholarly journals The Impact Of Price Perception On Customer Loyalty In The Airline Context

2011 ◽  
Vol 9 (9) ◽  
pp. 37 ◽  
Author(s):  
Jirawat Anuwichanont
Keyword(s):  
Customer Loyalty ◽  
Moderating Effect ◽  
Brand Trust ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Price Perception ◽  
Service Demand ◽  
Product Service ◽  
Brand Affect ◽  
The Impact

It is a generally acknowledged in marketing literature that pricing is a critical strategy that influences product/service demand and company profitability. Consequently, price plays an important role in influencing customers decisions in choosing and developing loyalty with a particular product or service. Moreover, consumers are becoming more value conscious, focusing on price and value as the primary reason when purchasing product and service. Thus, the influence of the multi-dimensions of perceived value on customer loyalty in the airline context was examined. In addition, the moderating effect of consumers price perception was also investigated in explaining service loyalty. The empirical findings strongly supported the significant impact of quality/emotional response/reputation, behavioral price on brand affect and brand trust. But no support was found for the hypothesized relationships between monetary price and brand affect and brand trust. Moreover, brand trust was found to significantly predict both attitudinal loyalty and behavioral loyalty, as hypothesized. Contrary to expectations, brand affect exerted no impact on both loyalty constructs. The moderating effect of price perception was significantly apparent solely on the relationship between brand affect and loyalty constructs.

Omnichannel strategy and customer loyalty in banking

2020 ◽  
Vol 38 (4) ◽  
pp. 799-822 ◽  
Author(s):  
Emerson Wagner Mainardes ◽  
Carlos Anderson de Moura Rosa ◽  
Silvania Neris Nossa
Keyword(s):  
Positive Affect ◽  
Customer Loyalty ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Content Type ◽  
Attitudinal Loyalty ◽  
Interaction Quality ◽  
Loyal Customer ◽  
Bank Marketing ◽  
Service Channels

PurposeSupported by the omnichannel strategy, the objective of this study is to identify the influence of integrated interaction quality and perceived fluency of service channels on attitudinal loyalty in the banking sector and to test the mediating effect of positive affect in these relationships.Design/methodology/approachThis paper proposes a model that relates the constructs of integrated interaction quality, perceived fluency, positive affect, and attitudinal loyalty. A survey of 337 Brazilian bank clients was conducted and structural equation modeling was used for data analysis.FindingsThe results indicate that the construct of integrated interaction quality exerts positive influence on the loyalty of bank clients. The direct effect of the construct perceived fluency on loyalty is not significant. The results also demonstrate that positive affect exerts a mediating effect on the proposed relationships between the constructs.Research limitations/implicationsThis research assists banks in identifying relevant points regarding their service channels, so that they can determine how to generate positive experiences and customer loyalty through an omnichannel strategy. One can observe the behavior of banking consumers and develop business strategies based on the service channels, which aim to create a more profitable and loyal customer portfolio.Originality/valueThis study expands the literature regarding the omnichannel strategy by extending focus to include bank marketing, which is infrequently included in the body of such literature. This study also expands bank marketing research by including constructs that deal with consumer experience and loyalty.

scholarly journals Loyalty layers, expectations and the role of knowledge

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sara Quach ◽  
Park Thaichon ◽  
Robin E. Roberts ◽  
Scott Weaven
Keyword(s):  
Customer Loyalty ◽  
Network Effects ◽  
Service Providers ◽  
Social Orientation ◽  
Local Network ◽  
Customer Knowledge ◽  
Content Type ◽  
Attitudinal Loyalty ◽  
Customer Expectations ◽  
Body Of Knowledge

PurposeAdopting exchange theory and social orientation of loyalty, this research investigates the antecedents of customer loyalty consisting of (1) loyalty layers (i.e. personal loyalty, relationship with consumption communities and local network effects) and (2) loyalty expectations (i.e. service quality, reciprocity and firm innovativeness) and how these relationships are moderated by customer knowledge.Design/methodology/approachThe data were collected from 4,208 customers in the mobile services industry using mall intercept technique.FindingsThe findings reveal that loyalty layers, including personal loyalty and relationship with consumption communities, can influence customers' expectations of service providers. The degree to which the firm is able to handle and meet customers' expectations over time would result in the strength of customer loyalty. Customer expectations also mediate the relationships between different loyalty layers and customer loyalty. In addition, customer knowledge significantly moderates the effects of loyalty layers and expectations on both attitudinal loyalty and behavioural loyalty.Originality/valueThe study extends the current body of knowledge by incorporating a sociological perspective to examine the relationships between loyalty layers and customer expectations and customer loyalty. This research enables service operators to establish strategies to sustain customer loyalty across different customer segments with various levels of knowledge.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

Mobile communications: a comprehensive hierarchical modelling approach

2014 ◽  
Vol 26 (1) ◽  
pp. 114-146 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Xin Shu ◽  
Christopher Gan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Switching Costs ◽  
Important Determinant ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Customer Perceived Value

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

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