The Impact of Corporate Image and Customer Expectation on Customer Satisfaction: An Empirical Study in Power Supply Industry

2010 ◽  
Author(s):  
Yingbao Huo ◽  
Li Xu
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Power Supply ◽  
Corporate Image ◽  
Customer Expectation ◽  
Supply Industry ◽  
The Impact

The impact of perceived service quality dimensions on customer satisfaction

2017 ◽  
Vol 35 (3) ◽  
pp. 411-430 ◽  
Author(s):  
Rishi Kant ◽  
Deepak Jaiswal
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Corporate Image ◽  
Content Type ◽  
Perceived Service Quality ◽  
Public Sector Banks ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose In the present competitive scenario in the Indian banking industry, service quality has become one of the most important facets of interest to academic researchers. The purpose of this paper is to determine the dimensions of perceived service quality and investigate their impact on customer satisfaction in the Indian banking context, with special reference to selected public sector banks in India. Design/methodology/approach On the basis of the empirical study, the authors validate a measurement model using structural equation modeling for investigating the impact of perceived service quality dimensions on customer satisfaction. The study sample consists of 480 respondents in the National Capital Region (NCR) of India; the data were collected through a structured questionnaire utilizing a seven-point Likert scale while implementing a purposive sampling technique. Findings The perceived service quality dimensions identified were tangibility, reliability, assurance, responsiveness, empathy, and image. The empirical findings revealed that “responsiveness” was found to be the most significant predictor of customer satisfaction. On the other hand, “image” (corporate image) has a positive but the least significant relationship with customer satisfaction followed by all other constructs. The exception is “reliability,” which is insignificantly related to customer satisfaction in Indian public sector banks. Research limitations/implications The study cannot be generalized in the context of Indian banking sectors, as it only focused on the public sector. The findings of this study suggest that the six dimensions of perceived service quality model are a suitable instrument for evaluating bank service quality for public banks in India. Therefore, bank managers can use this model to assess the bank service quality in the context of Indian public sector banks. Originality/value There is dearth of research focusing on corporate image as a dimension of perceived service quality and its effect on customer satisfaction in the Indian banking context. Furthermore, similar studies were rarely found in the Indian context, especially within the public banking sector. Hence, this paper attempts to accomplish the research gap by empirically testing the satisfaction level of a large sample of the population in NCR toward six dimensions of perceived service quality rendered by selected public sector banks in India.

scholarly journals THE CONSUMER BEHAVIOR TOWARD ONLINE TRAVELLING AGENCY (OTA): EVIDENCE FROM INDONESIA

2020 ◽  
Vol 7 (1) ◽  
pp. 20-29
Author(s):  
Hilarius Bambang Winarko ◽  
Asmaul Husna
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Statistical Tests ◽  
Perceived Value ◽  
Corporate Image ◽  
Factors Affecting ◽  
Customer Expectation ◽  
Online Travel

Purpose of the study: This study aims to examine five proposed research models and understand the factors affecting customer expectation, service quality, perceived value, customer satisfaction, and brand loyalty in Online Travel Agent (OTA) companies. This study also evaluates the general feelings of the customers whether they feel satisfied or not with OTA products and/or services. Methodology: The research method of this study used a quantitative approach and analyzed the acquired data by using single and multiple linear regression techniques. The service quality, customer expectation, corporate image, perceived value, customer satisfaction, known as predictor variables that affect the dependent variable of brand loyalty. Main Findings: From the statistical tests conducted in this study, it reveals that only one out of all eleven hypotheses were not accepted. Surprisingly it reveals that the customers keep purchase hotel and/or flight tickets from online travel booking sites no matter its service quality. Customer satisfaction and corporate image were influenced more significantly rather than its service quality. Implication: This study evaluates all customers past purchasing behaviors of the hotel and/or flight tickets purchased through OTA, and the result was valid, thus it can be used to reflect on how Indonesian OTA’s products and services may improve the customer satisfaction through their marketing program in the future. Novelty/Originality of this study: There have been problems that might found in Indonesian OTAs that may lower its customer satisfaction level toward the traveling industry. However, there was only a limited number of OTA research studies conducted for the Indonesia market to understand its online consumer behavior. Therefore this study was conducted to explore the plausible factors that cause the problem.

scholarly journals Customer Loyalty in FMCG Sector of Pakistan

2012 ◽  
Vol 4 (1) ◽  
pp. 41-48
Author(s):  
Khansa Zaman ◽  
Asma Arshad . ◽  
Aqeel Shahzad .
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Sample Size ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Corporate Reputation ◽  
Empirical Relationship ◽  
Corporate Image ◽  
Relationship Of ◽  
The Impact

The purpose of this study is to find an empirical relationship of proposed variables and to find the impact of customer satisfaction, trust, and corporate reputation on customer loyalty. This study attempts to contribute to the knowledge how FMCG companies of Pakistan can retain their customers by making them loyal through satisfaction, trust, and corporate reputation. A theoretical framework is proposed to suggest links among variables. The sample size selected for research constitutes 200 respondents, and these respondents belong to the cities of Rawalpindi and Islamabad, Pakistan. Multiple regression and correlation coefficient was used to examine hypothesized relationship. Regression analysis reveals that customer satisfaction, trust, and corporate reputation bring 79.0% change in customer loyalty. There is a strong positive yet significant relationship of trust and customer loyalty. Customer satisfaction & corporate image also posit a positive and significant impact on customer loyalty. The results indicate that FMCG companies in Pakistan should pay more attention toward the reputation of their company, satisfaction of their customers, and trust in order to build loyalty of customers. Generalizability and time constraint are the limitations of the study.

DETERMINANTS OF CUSTOMER LOYALTY OF SELECTED BREWED PRODUCTS IN ABUJA METROPOLIS

2021 ◽  
Vol 2 (1) ◽  
pp. 1-14
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Survey Design ◽  
Corporate Image ◽  
Descriptive Statistics ◽  
Bivariate Correlation ◽  
Product Value ◽  
The Impact ◽  
Structured Questionnaire

The main purpose of the study was to investigate the impact of customer satisfaction, perceived value, trust, and corporate image on customer loyalty of brewed products in Nigeria. The research adopted a survey design. The research instrument adopted for this study was the researchers’ self-structured questionnaire. Four hundred copies of the questionnaire were administered to the respondents drawn from the various joints and parks where brewed products are sold and consumed in Abuja Metropolis. The data was analyzed using descriptive statistics, bivariate correlation, and linear regression. The study found that customer satisfaction has a positive and significant effect on customer loyalty, perceived product value has a positive and significant effect on customer loyalty to brewed products in Abuja, corporate image has a positive and significant effect on customer loyalty of selected brewed products in Abuja, while trust in the brewed products on customer loyalty was found to be negative and insignificant, showing that it is a negative and insignificant determinant of the brewed products. The study recommends that to optimize customer loyalty, customer satisfaction, perceived product value, corporate image should be the major issues of interest to the brewery products companies in Abuja Metropolis. Strategies on these variables should be maintained since they were found to be positive and significant. However since trust was found to be negative, it should be improved to the point it can become positive to customer loyalty of the sampled firms in Abuja Metropolis.

scholarly journals Study of Antecedent of Customer Satisfaction and Loyalty for Kompas Klasika Jateng & DIY

2017 ◽  
Vol 16 (1) ◽  
pp. 43
Author(s):  
Maria Moniqua Ratna ◽  
Harry Soesanto ◽  
I Made Sukresna
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Corporate Image ◽  
Software Analysis ◽  
Analysis Technique ◽  
Core Service ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

The purpose of this research is to investigate the effect of core service quality, peripheral service quality, and corporate image on customer satisfaction and loyalty of advertiser of Kompas Klasika Jateng&DIY.  Data were collected from 200 clients (advertisers) of Kompas Klasika Jateng&DIY using purposive sampling method, and the data processed using the AMOS software analysis technique Structural Equation Modelling (SEM) version 23.0.  The research reveals there is a positive and significant correlation between peripheral service quality to the customer satisfaction (CR = 4,115) and to the customer loyalty (CR= 2,614); corporate image to the customer satisfaction (CR= 4,976) and to the customer loyalty (CR= 2,580). While, the correlation of the core service quality to the customer satisfaction and loyalty is have no significant impact (each shows that CR= 1,387 and CR= -0,412), so does the impact of customer satisfaction to the customer loyalty (CR= 0,997). Keyword: Core Service Quality, Peripheral Service Quality, Corporate Image, Customer Satisfaction, Customer Loyalty

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