Modelling influential factors on customer loyalty in public libraries: a study of West Iran

2015 ◽  
Vol 33 (4) ◽  
pp. 810-823 ◽  
Author(s):  
Maryam Keshvari ◽  
Firoozeh Zare Farashbandi ◽  
Ehsan Geraei
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Public Libraries ◽  
Perceived Value ◽  
Public Library ◽  
Influential Factors ◽  
Influential Factor ◽  
Statistical Population ◽  
Content Type ◽  
Western Iran

Purpose – The purpose of this study is to present a model for influential factors on customer loyalty in public libraries and its evaluation in public libraries of western Iran. Design/methodology/approach – This research is a correlation study and uses a questionnaire as a data gathering tool. The statistical population consists of all members of public libraries in western Iran. The final data analysis was carried out using 467 completed questionnaires and data were analysed using SPSS19 and AMOS19 software. Findings – The findings of this study showed that perceived value has the largest influence on customer loyalty with a factor of 0.451. The second most influential factor is customer satisfaction with a factor of 0.214. Three predictor variables are the effect of the services, controlling the provided information and library as a location, which had the highest influence on perceived value of libraries’ customers. The findings also showed that perceived value with meaningfulness level of p < 0.001 and a value of 0.316 has the most influence on libraries’ customer satisfaction. Originality/value – Identifying and improving the influential factors on customer loyalty in public libraries can increase the customer return rate of these libraries. Public library managers of Iran, especially in western Iran, can use the findings of this study to improve the influential factors on customer loyalty in libraries under their care.

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.

The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty

2020 ◽  
Vol 32 (6) ◽  
pp. 1525-1540
Author(s):  
Andriani Kusumawati ◽  
Karisma Sri Rahayu
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Perceived Value ◽  
Statistical Technique ◽  
Equation Modeling ◽  
Content Type ◽  
Customer Perceived Value ◽  
Perceived Values ◽  
The Relationship

PurposeTo test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced outdoor cafés in the hilly areas of Joyo Agung, Malang.Design/methodology/approachThis study uses four variables, namely experience quality, customer perceived value, customer satisfaction, and customer loyalty. The population used in this research was all customers or visitors who buy and enjoy the products and services provided by the natural outdoor cafés in Malang. This study used structural equation modeling (SEM) as inferential statistical technique.Findings1) Quality experience has a significant effect on customer perceived value, customer satisfaction, and customer loyalty; 2) customer perceived value has a significant effect on customer satisfaction and customer loyalty; and 3) customer satisfaction has a significant effect on customer loyalty.Originality/valueBased on the results of previous research and the phenomenon that has been described previously, the research gaps found in this study are: (1) the relationship between experience quality and customers’ perceived values. (2) There are differences in the relationship between experience quality and customer satisfaction found in the research, which examines the effect of experience quality on customer loyalty. (3) Experience quality and customer loyalty variables still differ in the research concerning the effect of experience quality on customer loyalty. (4) The influence of customer satisfaction and customer loyalty is still different in the research results regarding the effect of customer satisfaction on customer loyalty.

Factors affecting empowerment of female librarians, views of female managers of Tehran public libraries

2015 ◽  
Vol 36 (8/9) ◽  
pp. 663-672
Author(s):  
Maryam Nakhoda ◽  
Samaneh Rahimian
Keyword(s):  
Public Libraries ◽  
Public Library ◽  
Influential Factors ◽  
Management Style ◽  
Job Skills ◽  
Structured Interviews ◽  
Content Type ◽  
Factors Affecting ◽  
Female Managers ◽  
Inhibiting Factors

Purpose – The purpose of this paper is to study promoting and inhibiting factors in empowerment of female librarians in the opinion of female managers. It is necessary that library managers identify and monitor influential factors in empowering librarians, and attempt to eliminate factors with negative effects. Design/methodology/approach – This study is conducted in a phenomenological approach, which relies on in-depth interviews among nine female managers of top public library in Tehran. Data were collected via semi-structured interviews. Qualitative thematic analysis method was used for analysis of data. Findings – Interviews analysis revealed that job skills, participation and teamwork, role resolution, access to information, motivation, role modeling, recognition, and appreciation were among the effective factors in empowerment of female librarians. On the other hand, poor organizational communication system, negative attitudes toward staff, and instructional management style were among the inhibiting factors in empowerment of female librarians in the opinion of female public library managers. Originality/value – Results of the present study can help managers of public libraries to identify factors affecting empowerment of female librarians’. Also the findings can be used in managers’ planning and decision-making process.

Assessing the effects of satisfaction and value on customer loyalty behaviors in service environments

2014 ◽  
Vol 37 (8) ◽  
pp. 706-727 ◽  
Author(s):  
Emre Sahin Dölarslan
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Personal Characteristics ◽  
Important Predictor ◽  
Equation Modeling ◽  
Content Type ◽  
Moderating Variables ◽  
Service Value ◽  
Main Effects

Purpose – The primary purpose of this paper is to determine the relative effects of perceived value and customer satisfaction on customer loyalty behaviors. The secondary aim focuses on addressing whether such personal characteristics as gender, age and levels of income and education exert any moderating influence over perceived value/customer satisfaction such that loyalty behaviors, including repurchase intention (RPI), word-of-mouth (WOM) marketing and willingness to pay more (WPM), are ultimately affected. Design/methodology/approach – The research technique used a face-to-face questionnaire for collecting data from passengers who use the State Railways of the Turkish Republic. A total of 780 questionnaires were collected and used in this study after excluding 80 incomplete forms. First, the main effects of perceived value/customer satisfaction on customer loyalty behaviors were tested using structural equation modeling. Next, customers' personal characteristics, considered as moderating variables, including age, gender and levels of income and education, were examined to determine if their impact on perceived value/customer satisfaction would, in turn, have any effect on loyalty behaviors. To do this, a multigroup moderation test was used. Findings – The empirical findings of this study show that both customer satisfaction and perceived value directly influence the loyalty behaviors of Turkish railway passengers. However, customer satisfaction was found to be a more important predictor of RPI than perceived service value. However, the relationship between perceived service value and WPM was strong. The association between customer satisfaction and loyalty behaviors was stronger for females, youths and those customers at the lower range of income and education. On the other hand, the association between perceived value and loyalty behaviors was stronger for older passengers with more education and income, irrespective of gender. Originality/value – The first goal was to assess the main effects of perceived value/customer satisfaction on customer loyalty behaviors. It was found that perceived value/customer satisfaction affected loyalty behaviors, including RPI, WOM and WPM, in different ways. For instance, while customer satisfaction was suggested to be an important predictor of RPI, perceived value was an important predictor of WPM. Importantly, this study also examines how customers' personal characteristics, i.e. moderating variables in this study, impact perceived value/customer satisfaction such that loyalty behaviors are demonstrably changed. Thus, with this additional knowledge of customers' personal characteristics in the context of loyalty behaviors, marketers can create new strategies to develop long-term brand loyalty.

The effect of service quality and customer satisfaction on customer loyalty

2019 ◽  
Vol 38 (2) ◽  
pp. 384-405 ◽  
Author(s):  
Pınar Özkan ◽  
Seda Süer ◽  
İstem Köymen Keser ◽  
İpek Deveci Kocakoç
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Corporate Reputation ◽  
Banking Industry ◽  
Perceived Value ◽  
Corporate Image ◽  
Mediation Effects ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to investigate the impact of customer satisfaction, service quality, the perceived value of services, corporate image and corporate reputation on customer loyalty and their relationship in the Turkish banking industry. Mediation effects of the perceived value and corporate image and reputation are also studied. Understanding the relationships between the determinants of customer loyalty toward the bank helps management to use corporate image and reputation more effectively in its strategy, thus enhancing the institution’s position in the minds of consumers. Design/methodology/approach A model is proposed to explore the relationships of service quality and customer satisfaction with a perceived value and their effect on transforming the corporate image and corporate reputation into the form of customer loyalty toward the bank. A survey is designed within this framework and SEM analysis is conducted in order to study the nature of relationships between variables of interest hypothesized to affect customer behavior and customer loyalty. Mediation tests for perceived value and corporate image and reputation are also conducted. Findings The findings of the survey indicate that corporate image and corporate reputation can be used as a common marketing benchmark to measure a bank’s performance. The results demonstrated that customers perceive quality and satisfaction effects loyalty through perceived value, image and reputation. Research limitations/implications The study was conducted in Izmir, the third biggest city of Turkey. The sample is composed of regular customers, and the sample size is enough for the study but more studies are needed to generalize the results. Practical implications The results provide information to bank managers to effectively assist them to offer appropriate customer service levels sustaining satisfaction, quality and value to the customers within the transactions. Originality/value The paper studies the determinants of customer loyalty in the Turkish banking industry and considers the effects of corporate image and corporate reputation as measured by customer satisfaction, service quality and perceived value, on customer loyalty toward banks in Turkey. This model is not studied in bank marketing in Turkey and also in the banking literature.

Omni-channel banking integration quality and perceived value as drivers of consumers’ satisfaction and loyalty

2019 ◽  
Vol 32 (4) ◽  
pp. 608-625 ◽  
Author(s):  
Manel Hamouda
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Relationship ◽  
Perceived Value ◽  
Point Of View ◽  
Web Based ◽  
Content Type ◽  
Channel Integration ◽  
Bank Managers

Purpose This research aims to enrich the literature related to the emerging topic of omni-channel. The purpose of this paper is to empirically investigate the relationship between omni-channel integration quality (IQ), omni-channel perceived value (PV), customer satisfaction and loyalty in the banking context. Design/methodology/approach A quantitative study was conducted to collect data. A web-based questionnaire was sent by an e-mail to a sample of 395 bank customers. Exploratory factor analysis and structural equation modelling were used for the statistical analysis of the data. Findings The results reveal that a high quality of omni-channel banking integration increases the PV of the omni-channel by the customer. There is also a positive relationship between PV and customer satisfaction, as well as customer loyalty, in the omni-channel banking context. A positive relationship between omni-channel IQ and customer satisfaction was also highlighted. Furthermore, customer loyalty can be increased through enhancing customer satisfaction within omni-channel banking. Practical implications Bank managers should provide a consistent omni-channel integration of their omni-channels, as it leads to a higher level of customers’ perception of value and it increases their satisfaction. A high IQ and PV of omni-channel could also be an efficient tool to promote customers’ long-term relationships, as it enhances satisfaction and loyalty towards the bank. Originality/value After being studied in a multi-channel context, this study extends the use of the concepts of IQ and PV on omni-channel. This research is among the few studies that empirically test nearly all the relationships of the research model in an omni-channel environment, in general, and in omni-channel banking, in particular. Furthermore, this research offers a comprehension of the omni-channel system from customer’s point of view, which is an insufficiently explored topic.

The central role of customer dialogue and trust in gaining bank loyalty: an extended SWICS model

2019 ◽  
Vol 37 (3) ◽  
pp. 711-729 ◽  
Author(s):  
Dung Phuong Hoang
Keyword(s):  
Customer Satisfaction ◽  
Sample Size ◽  
Customer Loyalty ◽  
Collection Efficiency ◽  
Perceived Value ◽  
Group Method ◽  
Managerial Implication ◽  
Content Type ◽  
Customer Trust

Purpose The purpose of this paper is to expand the Swiss Index of Customer Satisfaction (SWICS) model by investigating the role of customer dialogue in the interrelationships among customer satisfaction, customer trust, perceived value and customer loyalty upon Vietnam banking industry. Design/methodology/approach The conceptual framework was developed from both an exploratory research with focus group method and the literature. A structural equation model linking customer dialogue to customer satisfaction, customer trust, perceived value and loyalty is tested using data from a sample of 389 Vietnamese individual bank customers. Findings The results indicate the key role of customer dialogue in bank marketing since it not only has an independent impact on customer loyalty but also mediates the effect of customer satisfaction on loyalty completely and the relationship between customer trust and loyalty partially. Besides, the central role of customer trust was also highlighted since it mediates totally the effect of perceived value on both of customer dialogue and customer loyalty while explaining partially the path from customer satisfaction and customer dialogue. Research limitations/implications First, regarding sample size, the authors have used suitable sampling methods with adequate sample representation. However, a larger sample size with more diverse age range and usage of various banking services may be more helpful and effective for the path analysis and managerial implication. Second, the authors have used only a limited set of measurement items due to the concerns of model parsimony and data collection efficiency. For example, perceived value can be measured upon more detailed dimensions, and yet the author focussed only on some selected measures based mainly on their relevance to the context studied. Practical implications The findings imply that building trust and engaging with customers better through communication are keys for Vietnamese commercial banks to gain more customer loyalty in such competitive conditions. Originality/value The study is noteworthy that it adds perceived value and customer trust in the SWICS model and investigates the interrelationships between all variables in a single model.

The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty

2017 ◽  
Vol 9 (1) ◽  
pp. 21-40 ◽  
Author(s):  
Raditha Hapsari ◽  
Michael D. Clemes ◽  
David Dean
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Airline Industry ◽  
Perceived Value ◽  
Customer Engagement ◽  
Data Set ◽  
Content Type ◽  
Airline Passenger ◽  
The Impact

Purpose This study aims to empirically analyse the determinants of airline passenger loyalty in the high-frills Indonesian airline industry. The interrelationships among passenger loyalty, customer engagement, customer satisfaction, brand image, perceived value and service quality are identified and discussed. Design/methodology/approach The perceptions of 250 Indonesian airline passengers were used to examine the interrelationships among the constructs. The data set was analysed using confirmatory factor analysis and structural equation modelling. Findings The empirical results demonstrate that customer engagement has the most influential effect on passenger loyalty, followed by customer satisfaction. Customer satisfaction has the largest total effect on customer engagement. Service quality, perceived value and customer satisfaction also indirectly affect customer loyalty through mediation. Originality/value The integration of the customer engagement construct with the other important marketing constructs comprehensively explains the role of customer engagement on customer loyalty. The effects of the important marketing constructs on customer loyalty are not only explained in the direct relationships but also in indirect relationships through mediation.

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.

Public libraries digital services and sustainability issues

2015 ◽  
Vol 28 (1/2) ◽  
pp. 34-43 ◽  
Author(s):  
Katarina Michnik
Keyword(s):  
Public Libraries ◽  
Qualitative Content Analysis ◽  
Public Library ◽  
Structured Interviews ◽  
Content Type ◽  
The Sustainable Development ◽  
Digital Services ◽  
Local Politicians ◽  
Physical Spaces ◽  
The Impact

Purpose – The purpose of this paper is to study how Swedish local politicians perceive the impact of public library digital services on public libraries and to discuss how this can affect the sustainable development of public libraries. Design/methodology/approach – Empirical data were collected through semi-structured interviews with local politicians from 19 different Swedish municipalities. Data were treated to qualitative content analysis and discussed based on the concept of sustainable organization. Findings – According to local politicians, public library digital services may affect public libraries through changes to libraries’ physical spaces, librarians’ tasks and competencies and libraries’ economic situations. Based on these findings, public library digital services can both strengthen and weaken public library sustainability through, for example, increased access and expenditures, the latter of which may threaten public library sustainability. Research limitations/implications – Interviews did not focus specifically on the politicians’ views on public library digital services but dealt generally with their views on public libraries. To identify reasons for variations in views on this topic, follow-up interviews should be done. Data on views from public library managers would also be of use to determine the degree to which they are shared with local politicians. Originality/value – When sustainability and public libraries are discussed, the focus is generally on the library’s contribution to a sustainable society. Here, the focus is instead on the sustainability of the public library itself.

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