scholarly journals Influence of Trust on Customer Engagement: Empirical Evidence From the Insurance Industry in Ghana

SAGE Open ◽  
2020 ◽  
Vol 10 (1) ◽  
pp. 215824401989910 ◽  
Author(s):  
James Agyei ◽  
Shaorong Sun ◽  
Eugene Abrokwah ◽  
Emmanuel Kofi Penney ◽  
Richmond Ofori-Boafo
Keyword(s):  
Customer Loyalty ◽  
Life Insurance ◽  
Service Provider ◽  
Structural Equation ◽  
Insurance Industry ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Mediating Role ◽  
Customer Trust

This study examined the influence of trust dimensions on customer engagement, and the resultant impact of customer engagement on customer loyalty in the context of life insurance. Furthermore, it investigated the mediating role of customer engagement in the relationships between trust dimensions and customer loyalty. A total of 452 valid responses from life insurance customers in Ghana were examined using structural equation modeling (SEM). The results revealed that trust in service provider, trust in the regulator, economy-based trust, and information-based trust significantly influence customer engagement, with trust in service provider and trust in the regulator driving a higher level of customer engagement. The results also uncovered that customer engagement significantly enriches customer loyalty and mediated the relationships between the trust dimensions and customer loyalty. The findings highlight the importance of building convincing customer trust to advance customer engagement and customer loyalty.

scholarly journals Linking CSR and Customer Engagement: The Role of Customer-Brand Identification and Customer Satisfaction

SAGE Open ◽  
2021 ◽  
Vol 11 (3) ◽  
pp. 215824402110401
Author(s):  
James Agyei ◽  
Shaorong Sun ◽  
Emmanuel Kofi Penney ◽  
Eugene Abrokwah ◽  
Richmond Ofori-Boafo
Keyword(s):  
Customer Satisfaction ◽  
Life Insurance ◽  
Structural Equation ◽  
Mediating Effect ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Brand Identification ◽  
Mediating Role ◽  
Corporate Social

The study investigates how corporate social responsibility (CSR) impacts customer engagement and the mediating role of customer-brand identification and customer satisfaction. Survey data collected from 293 life insurance customers were analyzed using structural equation modeling. The findings reveal that CSR, customer-brand identification, and customer satisfaction are essential drivers of customer engagement. Furthermore, the findings show that CSR significantly influences customer-brand identification and customer satisfaction. The results also show that customer-brand identification and customer satisfaction play a key mediating effect in the relationship between CSR and customer engagement. The findings underscore the need for life insurance firms to consider CSR as a strategic instrument to stimulate and elicit favorable customer responses.

scholarly journals What Drives Customer Loyalty in Islamic Banking? An Evidence from Pakistan

2021 ◽  
Vol 7 (1) ◽  
pp. 53-63
Author(s):  
Muhammad Umer Quddoos ◽  
Muhammad Asif Shamim ◽  
Muhammad Ramzan Sheikh ◽  
Muhammad Tariq
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Response Rate ◽  
Initial Level ◽  
Equation Modeling ◽  
Mediating Role ◽  
Research Outcome ◽  
Customer Intimacy ◽  
Customer Trust

This study investigates the role of customer intimacy, commitment, and trust in increasing their loyalty and mediating role across trust and customer loyalty nexus. A total of 500 questionnaires were disseminated but 404 of these were included for analysis (approx. 81% response rate). The hypotheses were tested through the structural equation modeling technique using smart PLS. The results indicate that trust has a significant nexus with commitment, customer intimacy, and loyalty. Both commitment and customer intimacy have a significant nexus with customer loyalty. The mediation analysis reveals that commitment and customer intimacy act as important mediating variables in the nexus. The research outcome supports the notion that as the level of trust increases the level of intimacy, commitment, and loyalty would tend to increase as well. The results further reveal that customers are devoted towards persistent and continuing association with Islamic banks. Commitment, trust, and customer intimacy prove to be the foundation factors for building and strengthening customer loyalty. It emerges, that in terms of hierarchy, the customer trust needs to be evolved at the initial level consistently followed by customers' intimacy, commitment, and loyalty.

scholarly journals CSR and Customer Outcomes: The Mediating Role of Customer Engagement

2018 ◽  
Vol 10 (11) ◽  
pp. 4243 ◽  
Author(s):  
Moazzam Abbas ◽  
Yongqiang Gao ◽  
Sayyed Shah
Keyword(s):  
Structural Equation ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Mediating Role ◽  
Customer Feedback ◽  
State Of Mind ◽  
Csr Image ◽  
The Impact ◽  
Customer Outcomes

Corporate social responsibility (CSR) image positively affects customer outcomes. Despite researchers’ interest in the investigation of company favoring outcomes still, there is a need to further examine the psychological mechanisms that generate these outcomes. Customer engagement (CE) is a state of mind that drives customer behavior. The role of CE has been fully ignored in CSR literature. We suggest that CSR engenders CE and examine the mediating role of CE between CSR and behavioral outcomes. A survey of 455 customers of banking services in Pakistan provided empirical evidence for hypothesis testing. Structural equation modeling was used to analyze the data. We find that CSR image induces CE that gives rise to behavioral responses i.e., customer loyalty, word-of-mouth (WOM) and customer feedback. This is the first study to examine the impact of CSR on customer feedback and to investigate the mediating role of CE.

Antecedents and consequences of insurer-salesperson relationships

2014 ◽  
Vol 32 (4) ◽  
pp. 436-454 ◽  
Author(s):  
Tsu-Wei Yu ◽  
Feng-Cheng Tung
Keyword(s):  
Customer Loyalty ◽  
Life Insurance ◽  
Structural Equation ◽  
Insurance Industry ◽  
Content Type ◽  
Life Insurers ◽  
Life Insurance Industry ◽  
Antecedents And Consequences ◽  
Customer Trust ◽  
Depth Interviews

Purpose – The purpose of this paper is to explore the antecedents and consequences of insurer trust and salesperson trust, as well as the relationships between insurer, salesperson, and customer loyalty in order to build a conceptual model which investigates the relationships of insurer trust and salesperson trust, and finds ways to build trust and customer loyalty in the non-life insurance industry in Taiwan. Design/methodology/approach – The data for this study were collected from the customers of non-life insurers’ policyholder service centres and were analysed using in-depth interviews and questionnaires. Structural equation modelling (SEM) was to assess the proposed research model empirically. Findings – This study finds that firm size did not have a significant effect on insurer trust. Customer trust in the insurer was negatively but not significantly related to customer trust in the salesperson. Additionally, when relatives or friends are insurance salespersons; it is easy to build trust with them. Originality/value – This study provides non-life insurers with new avenues for promoting and marketing their insurance.

scholarly journals PENGARUH CITRA (IMAGES), KEPUASAN KONSUMEN (CUSTOMER SATISFACTION), KEPERCAYAAN KONSUMEN (CUSTOMER TRUST) DAN LOYALITAS KONSUMEN (CUSTOMER LOYALTY) PADA PERUSAHAAN AGEN ASURANSI DI SURABAYA

2021 ◽  
Vol 20 (1) ◽  
pp. 173-181
Author(s):  
Ninnasi Muttaqiin ◽  
Reizano Amri Rasyid ◽  
Candraningrat Candraningrat
Keyword(s):  
Structural Equation ◽  
Service Sector ◽  
Business Processes ◽  
Equation Modeling ◽  
Mediating Role ◽  
Service Companies ◽  
Customer Knowledge Management ◽  
Insurance Agent ◽  
Customer Trust

Competition between organizations continues to increase and there is a rapid shift in the delivery of business processes. Service companies strive to improve their business processes by dealing with customers to survive and compete successfully. The literature clearly emphasizes the importance of trust and loyalty for survival in the insurance service sector. This study aims to explore the role of customer knowledge management (CKM) and satisfaction as antecedents of customer trust in the insurance agent sector. The existing causal relationships between CKM, satisfaction, trust, and loyalty were explored. The mediating role of customer trust in the knowledge-loyalty and satisfaction-loyalty relationships is also explored. Data collection was carried out through a survey with a questionnaire. The research instrument uses Structural Equation Modeling (SEM) which has been used to test the causal relationship and the suitability of the proposed model.

Peranan Rasa Syukur, Kepercayaan, dan Komitmen dalam Memediasi Pengaruh Ikatan Finansial, Ikatan Sosial, Ikatan Kustomisasi, dan Ikatan Struktural Terhadap Loyalitas Nasabah Bank Sultra

2019 ◽  
Vol 2 (2) ◽  
pp. 1
Author(s):  
Juharsah Juharsah
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Total Sample ◽  
Social Bonding ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Mediating Role ◽  
Customer Commitment ◽  
Structural Bonding ◽  
Customer Trust

This study aims to examine and analyze mediating role of gratitude, trust, and commitment in financial, social, customization, and structural bonding on Bank Sultra customer loyalty. Total sample are 354 respondents through Slovin formula.The respondent obtained by convenience sampling method. Data for needs analysis questionnaires were obtained by using a Likert scale of 5 points.The data were then analyzed with methods of structural equation modeling approach. The analysis showed that; gratitude play a role mediating influence financial, social, customization, and structural bonding on customers trust, customers commitment, and customers loyalty; customer trust play a role mediating influence financial bonding and gratitude  on customer commitment and customer loyalty, but did not play a role mediating effect in social, customization, and structural bonding on customers commitment and customers loyalty; customers commitment play a role mediating influence financial bonding, social bonding, customization bonding, structural bonding, gratitude, and customers trust on customers loyalty. Key Words:   Consumer Behaviour, Relationship Marketing, Customer Loyalty,Customer Commitment, Customer trust, Gratitude, Financial Bonding, Social Bonding, Customization Bonding, Structural Bonding 

An investigation of the effects of corporate social responsibility on corporate reputation and customer loyalty – evidence from the Taiwan non-life insurance industry

2017 ◽  
Vol 13 (2) ◽  
pp. 355-369 ◽  
Author(s):  
Chen-Ying Lee ◽  
Wei-Chen Chang ◽  
Hsin-Ching Lee
Keyword(s):  
Corporate Social Responsibility ◽  
Customer Loyalty ◽  
Life Insurance ◽  
Corporate Reputation ◽  
Brand Image ◽  
Insurance Industry ◽  
Content Type ◽  
Mediating Role ◽  
Corporate Social

Purpose Corporate social responsibility (CSR) has gradually come to be regarded as a strategic business tool, and has a significant influence on consumers’ behaviours, but few studies discuss CSR regarding consumers’ behaviour in the insurance industry. The purpose of this paper is to investigate the effects of CSR on corporate reputation and customer loyalty. Design/methodology/approach This paper used a survey to assess consumers’ perception regarding CSR activities from non-life insurance industries. The questionnaires were administered to consumers who have purchased insurance in Taiwan. The survey questions were tested through an exploratory factor analysis. An analysis of variance and multiple regressions were performed to test the hypotheses. Findings The empirical results demonstrate that CSR activities have significantly positive influences on corporate reputation and customer loyalty. Additionally, CSR activities also have significantly positive influences on brand image. Furthermore, the study indicates the mediating role of brand image on CSR, corporate reputation and customer loyalty. Originality/value This paper establishes the mediating role of brand image among CSR, corporate reputation and customer loyalty for non-life insurance industries. Additionally, the empirical results focus on analysing the impact of CSR on customer’s behaviour, and strongly encourage insurers to continue investing; CSR and brand image can be strategic marketing tools and promote the sustainable development of insurance.

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

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

<p class="5abstrak"><span lang="EN">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. </span><span class="tlid-translation"><span lang="IN">Second, </span></span><span class="tlid-translation"><span lang="EN-US">this study </span></span><span class="tlid-translation"><span lang="IN">investigate</span></span><span class="tlid-translation"><span lang="EN-US">s</span></span><span class="tlid-translation"><span lang="IN"> the role of customer satisfaction and trust in mediating the service quality and</span></span><span class="tlid-translation"><span lang="EN-US"> corporate </span></span><span class="tlid-translation"><span lang="IN">image </span></span><span class="tlid-translation"><span lang="EN-US">effects </span></span><span class="tlid-translation"><span lang="IN">on customer loyalty in the context of ISP customers</span></span><span class="tlid-translation"><span lang="EN-US">. </span></span><span class="shorttext"><span lang="EN">By using the purposive sampling technique,</span></span><span lang="EN"> </span><span lang="EN-US">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 </span><span lang="SV">customer satisfaction, customer trust, and loyalty were directly affected by</span><span lang="EN-US"> service quality and corporate image</span><span lang="SV">. Customer satisfaction and customer trust </span><span lang="EN-US">influenced</span><span lang="SV"> 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. </span><span class="jlqj4b"><span lang="EN">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.</span></span></p>

Hotel servicescape and customer citizenship behaviors: mediating role of customer engagement and moderating role of gender

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shuhao Li ◽  
Min Wei
Keyword(s):  
Structural Equation ◽  
Current Knowledge ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Citizenship Behaviors ◽  
Content Type ◽  
Mediating Role ◽  
And Gender ◽  
Moderating Role

Purpose This study aims to investigate the effect of hotel servicescape on customer citizenship behaviors “CCBs” by addressing customer engagement as a mediator and gender as a moderator. Design/methodology/approach A total of 619 questionnaires were collected from hotel customers. Structural equation modeling was applied for data analysis. Findings Customer engagement mediates the effects of physical and social servicescapes on CCBs of providing feedback to an organization, making recommendations and helping other customers. Moreover, the indirect effects of physical servicescape on the three types of CCBs through customer engagement are stronger for male than for female customers, whereas no significant gender difference is observed in those effects of social servicescape on these types of CCBs through customer engagement. Research limitations/implications This study can help hotels promote the three types of CCBs and customer engagement by creating wonderful physical and social servicescape elements. The major limitation is that this study collected survey data outside the hotel environment. Originality/value This study enriches current knowledge on the servicescape-driven responses by exploring how hotel servicescape elements affect the three types of CCBs through customer engagement. Additionally, the different moderating roles of gender in the indirect influences of servicescape elements on these types of CCBs are presented.

scholarly journals The Impact of Human Resource Management on Organizational Brand By the Mediating Role of Employee Competence, Commitment, and Satisfaction in the Insurance Industry

2020 ◽  
Vol 14 ◽  
pp. 1-24
Author(s):  
Esmaeil Rashidi ◽  
Mas’oud Simkhah ◽  
Hossein Babaei
Keyword(s):  
Structural Equation ◽  
Insurance Industry ◽  
Equation Modeling ◽  
Statistical Population ◽  
Main Research ◽  
Mediating Role ◽  
Competitive Environments ◽  
The Impact ◽  
The Relationship

Today, paying attention to employees and aligning their features and capabilities with the brand is of great importance for organizations in competitive environments. According to previous studies, factors such as competency, satisfaction, and commitment have been used as mediators between HRM and the brand of the organization. The statistical population of the study consisted of 270 employees of different branches of social security insurance in Alborz province. The sample size was determined based on Morgan's table and 220 questionnaires were distributed and 159 correct questionnaires returned. The validity of the questionnaire was confirmed by an interview with industry experts and its reliability was confirmed by Cronbach's alpha coefficient at 0.854. Confirmatory factor analysis, structural equation modeling (SEM), AMOS and SPSS software were used for data analysis. The results showed that the conceptual model of the research has good fitness. After examining 9 direct hypotheses and 3 hypotheses with mediating variables, it was concluded that the main research hypothesis about the relationship between HRM and brand and 6 other hypotheses was positive and significant. Also, the relationship between HRM with competence and competence with the brand was not significant and the variable mediating role of competence between HRM and brand is not confirmed, but two variables of commitment and satisfaction can play a mediating role in the relationship between HRM and brand. Therefore, organizations can enhance the brand of the organization by measuring, planning and continuously improving HRM indicators and adopting strategies to increase employee commitment and satisfaction, and increase customer satisfaction by increasing sales and profits.

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