Halal company identity and halal restaurant loyalty: the role of customer satisfaction, customer trust and customer-company identification

Ali Mursid; Cedric Hsi-Jui Wu

doi:10.1108/jima-01-2020-0014

Halal company identity and halal restaurant loyalty: the role of customer satisfaction, customer trust and customer-company identification

Journal of Islamic Marketing ◽

10.1108/jima-01-2020-0014 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Ali Mursid ◽

Cedric Hsi-Jui Wu

Keyword(s):

Customer Satisfaction ◽

Social Identity Theory ◽

Convergent Validity ◽

Structural Equation ◽

Equation Modeling ◽

Content Type ◽

Confirmatory Factor ◽

Company Identification ◽

Customer Trust

Purpose This study aims to examine the effect of halal company identity includes halal identity similarity, halal identity distinctiveness and halal identity prestige on customer satisfaction and customer trust. Furthermore, it verifies the influence of customer satisfaction and customer trust on customer-company identification. Finally, it explores the effect of customer-company identification on halal restaurant loyalty. Design/methodology/approach This study selected a sample of halal restaurants in the area of Semarang City, Indonesia, using a purposive sampling method with a total of 520 respondents. The data analysis uses confirmatory factor analysis to identify discriminant and convergent validity and then structural equation modeling is used to validate the hypotheses. Findings The result showed that all aspects of halal company identity, namely, halal identity similarity, halal identity distinctiveness and halal identity prestige, significantly affect customer satisfaction. Halal identity similarity and halal identity distinctiveness insignificantly affect customer trust; however, halal identity prestige successfully affects customer trust. Both customer satisfaction and customer trust positively impact customer-company identification and, in turn, customer-company identification impacts halal restaurant loyalty. Originality/value This study contributes to the theory of halal tourism based on social identity theory and the theory of relationship quality in achieving customer loyalty of halal restaurants.

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SATISFACTION AND TRUST ANALYSIS OF SIPP ONLINE BPJS KETENAGAKERJAAN USERS: WHAT IS THE ROLE OF EASE OF USE, VARIATIONS IN WEB DESIGN AND FUNCTIONS?

Jurnal Dinamika Manajemen dan Bisnis ◽

10.21009/jdmb.03.1.1 ◽

2021 ◽

Vol 3 (1) ◽

pp. 1-15

Author(s):

Kuntadi Adi Setyawan ◽

Usep Suhud ◽

Agung Wahyu Handaru

Keyword(s):

Customer Satisfaction ◽

Structural Equation ◽

Web Design ◽

Ease Of Use ◽

Equation Modeling ◽

Confirmatory Factor ◽

Branch Office ◽

Customer Trust ◽

Made In

This study aims to review and reconfirm research on customer satisfaction and customer trust in online applications. In this study, the object raised is SIPP Online, developed by BPJS Ketenagakerjaan at the branch office of BPJS Ketenagakerjaan Kelapa Gading. This research model includes Customer Satisfaction, Customer Trust, Variation of Functions, and Web Design. Confirmatory Factor Analysis (CFA) to test the path analysis of Structural Equation Modeling (SEM) by operating the AMOS 22 application for testing research models. The sample in this study amounted to 315 PIC companies participating in BPJS Ketenagakerjaan. In this study, there are seven direct hypotheses and three indirect hypotheses (mediation). The results of this study indicate that all hypotheses made in the study are statistically accepted. The limitation in this research is that the study's scope only includes the Kelapa Gading branch of the BPJS Ketenagakerjaan.

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Predictors of customer loyalty in the Pakistani banking industry: a moderated-mediation study

International Journal of Bank Marketing ◽

10.1108/ijbm-12-2014-0172 ◽

2016 ◽

Vol 34 (3) ◽

pp. 411-430 ◽

Cited By ~ 13

Author(s):

Muhammad Abid Saleem ◽

Sadaf Zahra ◽

Rashid Ahmad ◽

Hina Ismail

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Structural Equation ◽

Integral Model ◽

Equation Modeling ◽

Survey Method ◽

Content Type ◽

Research Framework ◽

Mediational Role

Purpose – The purpose of this paper is to develop an original framework to explore the effects of social influence (SI), market orientation (MO) and service quality (SQ) with moderating effect of emotional intelligence (EI) on customer loyalty (CL) and to discuss the mediational role of customer satisfaction. Design/methodology/approach – This study applies six original concepts – SI, MO, SQ, EI, customer satisfaction to develop an integral model to enhance CL. In addition, this research employs an empirical study by means of the questionnaire survey method to verify the hypotheses and to explore its managerial implications. Structural equation modeling has been applied to verify the research framework. Findings – The empirical results show that MO, SI and SQ significantly affect CL with presence of customer satisfaction as a mediator. Furthermore, this study demonstrates that the direct relationships between MO and SI on CL are not supported. However indirect paths present full mediation except in case of SQ where mediation was partial. Moreover, EI was found to enhance the partially mediated relationship between SQ and CL with mediational role customer satisfaction. Hence, banks should invest resources to increase MO, SI and SQ to increase customer satisfaction and CL. Originality/value – This study summarizes the literature on customer satisfaction and relationship marketing into a new managerial framework of CL. It utilizes new arrangement of four construct – SI, MO, and SQ with EI – to develop an original framework to enhance CL. Although past research has highlighted the relevant issues about CL, none explores it with MO and moderating role of EI on SQ. Therefore, this paper develops the research framework of CL to fill the research gap specifically in Pakistani context.

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Effects of corporate reputation and social identity on innovative job performance

European Journal of Innovation Management ◽

10.1108/ejim-02-2021-0071 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Anderson Betti Frare ◽

Ilse Maria Beuren

Keyword(s):

Social Identity ◽

Job Performance ◽

Social Identity Theory ◽

Financial Services ◽

Corporate Reputation ◽

Structural Equation ◽

Qualitative Comparative Analysis ◽

Equation Modeling ◽

Content Type ◽

Company Identification

PurposeThis study analyzes the indirect effects of corporate reputation and social identity on innovative job performance, through organization engagement.Design/methodology/approachA single entity survey was conducted with the employees of a unicorn startup, which is the largest financial services startup (fintech) in Brazil, and the data were analyzed using structural equation modeling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA).FindingsThe results present empirical evidence that corporate reputation and social identity (employee-company identification) are able to stimulate innovative job performance, mediated by organization engagement. In addition to these symmetrical relationships, asymmetrically, combinations of these constructs with different education levels, age and tenure promote high innovative job performance.Research limitations/implicationsThe study has theoretical implications to the extent that the precepts of the social identity theory are observed, by verifying the direct influence of corporate reputation and employee-company identification on organization engagement. It also has implications for presenting an indirect positive effect of corporate reputation and employee-company identity on innovative job performance.Practical implicationsIt contributes by providing subsidies for the company to find to keep employees engaged and prone to innovation, which represents an important managerial parameter and competitive advantage.Originality/valueThe literature points to the need to identify antecedents of innovative job performance. It is postulated that corporate reputation and social identity can indirectly reflect on innovative job performance, mediated by organizational engagement.

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Customer satisfaction with Ijarah financing

Qualitative Research in Financial Markets ◽

10.1108/qrfm-03-2018-0029 ◽

2019 ◽

Vol 11 (2) ◽

pp. 227-243 ◽

Cited By ~ 1

Author(s):

Iman Adeinat ◽

Naseem Al Rahahleh ◽

M. Ishaq Bhatti

Keyword(s):

Factor Analysis ◽

Structural Equation Modeling ◽

Customer Satisfaction ◽

Structural Equation ◽

Equation Modeling ◽

Content Type ◽

Customer Perceptions ◽

Mediating Role ◽

Study Results ◽

Confirmatory Factor

Purpose The purpose of this study is to assess customers’ perceptions of Islamic banks (IBs) of customers who have used or intend to use Ijarah service to purchase a car. The study further examines the mediating role of clarity and accuracy (CAA) of service offered between customer perceptions and customer satisfaction. This paper focuses on connecting in quantitative terms customers’ perceptions of IB services to customer satisfaction by providing the first evidence of this relationship in the context of car Ijarah financing. Design/methodology/approach In this paper, a model is proposed to assess customers’ perceptions of the Ijarah service used by IBs to finance car purchases. The model connects customers’ perceptions to customer satisfaction with this Shariah-compliant service. The data are drawn from 300 randomly selected customers living in five major cities in Pakistan, and factor analysis and structural equation modeling are used to understand the patterns of correlation/covariance among a set of variables and to evaluate customers’ perceptions of Ijarah financing for car purchases. Findings The results of the study show a significant positive relationship between customers’ perceptions and customer satisfaction. In particular, the CAA of the services provided is a significant predictor of customer satisfaction. This paper finds that CAA is a partial mediator between customers’ perceptions and customer satisfaction. Research limitations/implications As this study is based on only one country and one simple car Ijarah financing product, the results cannot be generalized to the entire industry. Therefore, deeper research is needed in which data from other countries are used and a range of models and approaches are applied to secure knowledge about the multinational and multifactor variations of Ijarah financing. Practical implications In terms of their implications for IBs, the study results provide a basis for the banks to more effectively cater to their customers by improving the services offered in line with customers’ expectations and thereby increasing profitability. This investigation is much needed in academia and industry because the market share for Ijarah financing is growing and competition between IB products and conventional banking products is increasing. Originality/value This study presents the first endeavor to use exploratory factor analysis, confirmatory factor analysis and structural equation modeling to assess customer satisfaction in Ijarah financing using Pakistani banking clients’ data. This approach is also applicable to various IB financial products and Shariah contracts.

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The impact of customer’s perceived service innovativeness on image congruence, satisfaction and behavioral outcomes

Journal of Hospitality and Tourism Technology ◽

10.1108/jhtt-10-2014-0061 ◽

2015 ◽

Vol 6 (3) ◽

pp. 288-310 ◽

Cited By ~ 4

Author(s):

Sreejesh S ◽

Amarnath Mitra ◽

Debjani Sahoo

Keyword(s):

Customer Satisfaction ◽

Structural Equation ◽

Behavioral Outcomes ◽

Empirical Support ◽

Equation Modeling ◽

Content Type ◽

Service Firm ◽

Image Congruence ◽

The Impact

Purpose – This paper aims to provide empirical evidence of relationship between perceived service innovativeness, image-congruence, satisfaction and behavioral outcomes at the customer level. It hypothesizes a moderated mediation model, denoting that perceived service innovativeness relates to image-congruity dimensions, which, in turn, will promote satisfaction at cognitive and affective level, thereby creating strong behavioral outcomes. Design/methodology/approach – Data were collected through online surveys. The survey aimed at measuring the hypothesized constructs and other study-relevant information. Hypotheses were tested using the structural equation modeling technique. Findings – This paper validates the role of perceived service innovativeness as a mechanism facilitating development and transfer of customer’s image-congruence toward a service firm. It also finds that the image-congruity dimensions fully mediate the relationship between perceived innovativeness and satisfaction. The resultant customer satisfaction leads to the development of behavioral outcomes. Further, the study finds that perceived innovativeness have varying effects on image-congruence dimensions depending upon customer’s prior experience. Practical implications – The study provides evidence to managers that the customer-centric value creation through image-congruence requires development of positive perceived service innovativeness, which will result in customer satisfaction and their behavioral outcomes. Originality/value – The study is the first attempt to find empirical support for the role of perceived service innovativeness to create customer’s image congruity with a service firm. Further, analyzing how perceived service innovativeness, image-congruence, customer satisfaction and behavioral outcomes are related to each other is also an important contribution.

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The effect of corporate social responsibility towards customer loyalty: the role of trust, c-c identification, and customer satisfaction

Jurnal Manajemen ◽

10.24912/jm.v21i2.232 ◽

2017 ◽

Vol 21 (2) ◽

Cited By ~ 1

Author(s):

Rizal E Halim ◽

Ahmadan Maulana Hermawan

Keyword(s):

Corporate Social Responsibility ◽

Customer Satisfaction ◽

Social Responsibility ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Modeling ◽

The Government ◽

Company Identification ◽

Corporate Social ◽

Customer Trust

In addition to running the rules set by the government, the activity of Corporate Social Responsibility (CSR) is also carried out by the company in increasing customer loyalty. This study aims to analyze the influence of CSR activities at the local aircraft company and local banking company to customer loyalty mediated by customer trust,C-C(Consumer-Company) identification, and customer satisfaction. Selection of these two industries because ofgrowththat hasoccurredeveryyear. The sample was consumers who have used the services of local aircraft in the last six months and consumers were registered as clients of local banks in the six months before the study began. This study uses Structural Equation Modeling (SEM) and found that for consumers from local aircraft, the company's CSR activities significantly affect customer loyalty through mediation of customer trust, while consumers from local bank, CSR activities significantly affect the customer loyalty through mediation of c-cidentification.

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Well-being perception and lovemarks formation through experiential value in the context of the eco-friendly restaurant

British Food Journal ◽

10.1108/bfj-02-2021-0136 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Seon Hee Kim ◽

Do Hyun Jeon ◽

Hyeon Mo Jeon

Keyword(s):

Structural Equation ◽

Well Being ◽

Equation Modeling ◽

Content Type ◽

Service Excellence ◽

Behavior Intention ◽

Confirmatory Factor ◽

Experiential Value ◽

And Behavior

PurposeThe purpose of this study is to provide useful data for setting up eco-friendly restaurant (EFR) marketing strategies by analyzing experiential value and well-being perception, lovemarks and behavior intention, before presenting practical proposals.Design/methodology/approachThe data used in this study were based on a sample of 300 customers at “Seasonal Dining Table” in South Korea. Data were analyzed using confirmatory factor analysis and structural equation modeling.FindingsAs a result of the study, playfulness showed the greatest influence on well-being perception, followed by service excellent, aesthetics and efficiency. In addition, well-being perception was found to have a positive effect on brand love and brand respect. Finally, the role of experiential value, well-being perception and lovemarks as the determinants factors to increase the customer's behavioral intention toward EFR was confirmed.Practical implicationsThe present research informed that effectively dealing with four constituents of experiential value (efficiency, service excellence, aesthetic and playfulness) are of utmost importance in building customers' well-being perception. In addition, customers' well-being perception and lovemarks should be improved to boost the level of behavior intention for EFR.Originality/valueThis is the first study to examine experiential value, well-being perception, lovemarks and behavior intention in the context of restaurants. In particular, it is differentiated from previous foodservice studies by examining the relationship between experiential value and well-being perception.

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Contrasting the drivers of customer loyalty; financing and depositor customer, single and dual customer, in Indonesian Islamic bank

Journal of Islamic Marketing ◽

10.1108/jima-04-2017-0040 ◽

2019 ◽

Vol 11 (4) ◽

pp. 933-959 ◽

Cited By ~ 3

Author(s):

Tika Kartika ◽

Achmad Firdaus ◽

Mukhamad Najib

Keyword(s):

Customer Satisfaction ◽

Marketing Strategy ◽

Corporate Culture ◽

Significant Relationship ◽

Structural Equation ◽

Equation Modeling ◽

Islamic Banks ◽

Content Type ◽

Islamic Bank ◽

Customer Trust

Purpose This study aims to investigate the drivers of loyalty in Indonesian Islamic banks, especially group of depositor vs financing customer and single vs dual customer. Design/methodology/approach The objectives of this study were the seven major commercial Indonesian Islamic banks using the purposive sampling technique. In total, 105 questionnaires were processed, consisting of questions regarding depositors, financing, single and dual customer. Structural equation modeling using partial least squares were the analysis methods used to test the hypothesis, while in-depth interviews were conducted with Islamic bank managers to validate the findings. Findings Image has a significant relationship with customer satisfaction, as well as trust. Similarly, customer satisfaction has a significant relationship with trust. Trust has a significant relationship with loyalty. For a financing customer, the image is very influential on customer trust. For a depositor customer, customer satisfaction is very influential on customer trust. For single customer, customer satisfaction has a stronger influence on the image, compared to dual customer. Practical implications Islamic banks need to maintain good image and service quality to create strong, reliable and long-term relationships with customers, more specifically, in terms of improvement and product innovation. A bank focuses on the micro or macro segment, as well as financing. Financing products should be referred to customers’ needs. Bank reputation can be done by strengthening branding and corporate culture in marketing strategy. Shariah compliance has the highest loading factor to trust customers. Indonesian Islamic banks need to maintain customer trust by sticking to Islamic principles and continuing to ensure that its products and services are in accordance with Islamic principles. In Indonesian Islamic banks, it is very important to keep the legal aspects in all of products and services. Deposit products and services of Islamic banks should be in line with the rules of the financial services authority and Bank of Indonesia culture. Bank efforts to strengthen reputation can be done by strengthening branding and corporate culture in marketing strategy, while increasing the attractiveness of the products by way of research and development (R&D) must endeavor to make products and services attractive in terms of both product characteristics and price. Furthermore, it is necessary to support a good marketing strategy to market their products. Social implications Research can be used more widely in determining public policy, by strengthening the marketing strategy and public education. Islamic banks can work together with local religious departments to maximize marketing strategies to educate and convince people to be active economically under Islamic sharia guidance. Islamic banks need to maintain customer trust by sticking to the principles of sharia and continuing to ensure that products and services conform to sharia principles. Islamic bank management can strengthen customer trust by having a good risk management system, so that customers feel secure with Islamic bank transactions. In addition, sharia banks as companies must demonstrate social responsibility by distributing ZIS managed from customers and implementing CSR as a form of awareness of the surrounding community. Originality/value The study revealed the factors that lead to loyalty on the financing, depositor and the single and dual customers. The study found that improvement and innovation, strategic and sustainability are new indicators used to build images of Islamic banks.

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An examination of the associations among cultural dimensions, relational silence and stress

Personnel Review ◽

10.1108/pr-08-2014-0189 ◽

2016 ◽

Vol 45 (3) ◽

pp. 593-604 ◽

Cited By ~ 9

Author(s):

Alisher Tohirovich Dedahanov ◽

Dohyung Lee ◽

Jaehoon Rhee ◽

Sardorbek Yusupov

Keyword(s):

Structural Equation ◽

Power Distance ◽

Cultural Dimensions ◽

Equation Modeling ◽

Content Type ◽

Mediating Role ◽

Confirmatory Factor ◽

The Relationship ◽

Self Administered Questionnaire

Purpose – The purpose of this paper is to examine the relationship between power distance, collectivism and relational silence; the associations between relational silence and stress; and the mediating role of relational silence in the link between power distance, collectivism and stress. Design/methodology/approach – The authors conducted a survey among 1,153 highly skilled employees using a self-administered questionnaire. The authors received 813 responses from a total of 1,153 individuals. Among the 813 responses, the authors excluded 81 due to incomplete data, and thus analyzed a total of 732 responses. The overall response rate was 63.4 percent. Confirmatory factor analysis and structural equation modeling were utilized for the analyses. Findings – The findings suggest that power distance and collectivism induce relational silence; relational silence increases stress and mediates the associations between power distance, collectivism and stress. Originality/value – The present study is the first to provide empirical evidence of a link between power distance, collectivism and relational silence; the relationship between relational silence and stress; and the role of relational silence in mediating the associations between power distance, collectivism and stress.

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Quality and image: The role of satisfaction and trust as intervening variables on loyalty of customer’s internet service providers

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v14i2.9358 ◽

2021 ◽

Vol 14 (2) ◽

pp. 282

Author(s):

Teuku Meldi Kesuma ◽

Mukhlis Yunus ◽

M. Ridha Siregar ◽

Abdul Muzammil

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Service Providers ◽

Corporate Image ◽

Equation Modeling ◽

Internet Service ◽

Customer Trust

Many factors can affect customer loyalty that some of them are service quality and corporate image. There are two objectives of this study. First, this study explains service quality and corporate image effects as antecedents for customer satisfaction, trust, and loyalty. Second, this study investigates the role of customer satisfaction and trust in mediating the service quality and corporate image effects on customer loyalty in the context of ISP customers. By using the purposive sampling technique, this study researched 270 ISP customers. The sample of data was statistically analyzed with the Structural Equation Modeling (SEM) and the Confirmatory Factor Analysis (CFA). This study confirmed that customer satisfaction, customer trust, and loyalty were directly affected by service quality and corporate image. Customer satisfaction and customer trust influenced customer loyalty significantly. The role of customer satisfaction and customer trust indirectly in mediating service quality and corporate image effects on customer loyalty was also confirmed by partial mediation. This study concludes by arguing that it needs to pay attention to service quality and the company’s good name levels to maintain customer loyalty.

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