An Exploratory Study on the Relationship between, Customer Satisfaction, Brand Happiness Index and Repurchase Intention : Case of Smart Phone and Mobile Communication Service Brands

Over the last couple of decades, the mobile communication companies have been growing rapidly and it plays a major role in the emerging economies that can't be underestimated. This study was conducted to better understand the factors that lead to brand loyalty in the Egyptian mobile retail industry as an example of an emerging economy. Based on the literature review and an exploratory study a conceptual framework was proposed that was tested using a quantitative technique. It was launched with 245 responses to test the hypothesis using SPSS tool. The findings of the research showed that Brand Trust, Customer Satisfaction, Brand Affect, and Resale Value are determinants of Brand Loyalty. The outcomes of this study will help in better understanding the determinants of brand loyalty and can be used by marketers to know how to create loyalty of the Egyptian consumers to the multinational brands in the mobile retail market.

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An Empirical Study to Identify the Factors Influencing the Customer Satisfaction of ATMs in India

International Journal of Strategic Decision Sciences ◽

10.4018/ijsds.2013100102 ◽

2013 ◽

Vol 4 (4) ◽

pp. 25-40

Author(s):

R. Muthu Kumar ◽

G. Varaprasad ◽

R. Sridharan ◽

Anandakuttan B. Unnithan

Keyword(s):

Customer Satisfaction ◽

Exploratory Study ◽

Strong Influence ◽

Ease Of Use ◽

Research Model ◽

Negative Effects ◽

Automated Teller Machines ◽

Factors Influencing ◽

The Relationship ◽

Fee Payment

This exploratory study aims at identifying the influencing factors of customer satisfaction of Automated Teller Machines (ATMs). From the literature review and experts’ suggestions, a research model has been developed which consists of six factors namely cash availability, transaction speed, long queue, perceived quality, ease of use and ease/certainty of fee payment. A newly designed questionnaire which was pre-tested on a group of customers has been used for data collection. The validated data have been analyzed using regression analysis to establish the relationship between the six independent factors and customer satisfaction. The results reveal that all the factors are found to influence the customer satisfaction and out of six, only long queue has negative effects as hypothesized. Cash availability and transaction speed are found to have a strong influence on customer satisfaction of ATMs.

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THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND SECURITY TOWARD TRUST AND ITS IMPACT ON REPURCHASE INTENTION (SURVEY ON CUSTOMER OF ELEVENIA ONLINE WEBSITE)

JRMSI - Jurnal Riset Manajemen Sains Indonesia ◽

10.21009/jrmsi.006.2.06 ◽

2015 ◽

Vol 6 (2) ◽

pp. 599

Author(s):

Mohammad Rizan ◽

Kemal Abu Bakar ◽

Basrah Saidani

Keyword(s):

Customer Satisfaction ◽

Structural Equation ◽

Survey Methods ◽

Equation Modeling ◽

Repurchase Intention ◽

Spss Software ◽

One Year ◽

The Impact ◽

The Relationship ◽

Positive Effect

The purpose of this research are to: examine empirically the effect of customer satisfaction to trust on customer, the impact of security to trust on customer, the impact of the customer satisfaction to repurchase intention on customer, the effect of security to repurchase intention on customer, the effect of trust to repurchase intention on customer, the effect of customer satisfaction to repurchase intention through trust as intervening variable on customer, the effect of security to repurchase intention through trust as intervening variable on customer of Elevenia website online. This research used survey methods for collecting data. The object of this research is 200 respondents who had purchased in Elevenia website online for a period of one year backward. This research used SPSS software version 22 and SEM (Structural Equation Modeling) LISREL version 8.7 for data analysis. Hypothesis testing showed that: the customer satisfaction has a positive effect and significance on trust, the security has a positive effect and significance on trust, the customer satisfaction has a positive effect and significance on repurchase intention, the security has a positive effect and significance on repurchase intention, the customer satisfaction has a positive effect and significance on repurchase intention through trust as intervening variable and the security has a positive effect and significance on repurchase intention through trust as intervening variable. Keywords: Customer Satisfaction, Security, Trust, Repurchase Intention.

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The interrelationships between customer satisfaction, brand loyalty and relationship intentions of Generation Y consumers towards smart phone brands

South African Journal of Business Management ◽

10.4102/sajbm.v47i3.65 ◽

2016 ◽

Vol 47 (3) ◽

pp. 25-34 ◽

Cited By ~ 1

Author(s):

P. G. Mostert ◽

D. J. Petzer ◽

A. Weideman

Keyword(s):

Customer Satisfaction ◽

New Product Development ◽

Generation Y ◽

Brand Loyalty ◽

Smart Phone ◽

New Product ◽

Fierce Competition ◽

Web Surfing ◽

The Relationship

Smart phone marketers are finding it difficult to maintain market share in a market characterised by fierce competition and continued new product development. Generation Y consumers generally have a good command of technology and engage in technology-related behaviour such as texting, tweeting and web-surfing. When it comes to the adoption of smart phone applications, it is believed that Generation Y is leading the way. To retain Generation Y consumers, it is critical for organisations to ensure that customer satisfaction is achieved, brand loyalty has to be generated and meaningful long-term relationships with these consumers should be established. In this regard, this study aims to determine the interrelationships between customer satisfaction, brand loyalty and the relationship intentions of Generation Y smart phone users. Self-administered questionnaires were fielded among 395 Generation Y smart phone users living in Gauteng, South Africa. Results indicate significant and positive interrelationships between customer satisfaction, brand loyalty and relationship intention.

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