An empirical investigation of value co-creation on customer loyalty: mediating role of customer trust

2022 ◽  
Vol 23 (1) ◽  
pp. 56
Author(s):  
Tehreem Pervez ◽  
Kausar Fiaz Khawaja ◽  
Muddassar Sarfraz
Keyword(s):  
Customer Loyalty ◽  
Empirical Investigation ◽  
Mediating Role ◽  
Customer Trust

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 Customer Loyalty towards Islamic Banks: The Mediating Role of Trust and Attitude

2021 ◽  
Vol 13 (19) ◽  
pp. 10758
Author(s):  
Mohamed Albaity ◽  
Mahfuzur Rahman
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Software Package ◽  
Islamic Banks ◽  
Mediating Effects ◽  
Mediating Role ◽  
Customer Trust ◽  
The Relationship ◽  
Religious Obligation

Islamic banks have faced many challenges either from rivals or customers who look for better products and services. This study examined both the direct and mediating effects of selected variables influencing Islamic banks’ customer loyalty. The direct links were satisfaction, attitude towards Islamic banks, customer trust, and religious obligation to customer loyalty. On the other hand, the indirect links were through the mediators’ trust and attitude. A sample of 416 working Muslims in the UAE was collected and analysed. We used PLS-SEM techniques and the SmartPLS 3.0 software package to investigate customers’ loyalty towards Islamic banks. It was found that all the direct links were positive and significant, and were mediating relationships. This result implied that the respondent’s attitude toward Islamic banks and customer trust plays a significant role in understanding the relationship between customer satisfaction, religious obligation, and customer loyalty. In other words, both customer satisfaction and religious obligation indirectly created customer loyalty through the mediators. This study is one of the few studies that incorporate religious obligation as one of the determinants of customer loyalty.

scholarly journals The Mediating Role of Customer Trust on Customer Loyalty

2013 ◽  
Vol 06 (01) ◽  
pp. 96-109 ◽  
Author(s):  
Nha Nguyen ◽  
André Leclerc ◽  
Gaston LeBlanc
Keyword(s):  
Customer Loyalty ◽  
Mediating Role ◽  
Customer Trust

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 Image and Customer Satisfaction: The Mediating Role of Customer Trust and Customer Loyalty

2021 ◽  
Vol 7 (3) ◽  
pp. 637-650
Author(s):  
Saira Irfan ◽  
Iram Iqbal ◽  
Sumaira Iqbal ◽  
Fatima Bashir
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Mediating Role ◽  
Csr Image ◽  
Corporate Social ◽  
Customer Trust ◽  
The Impact ◽  
The Relationship

Purpose: This study aims to examine the impact of Corporate Social Responsibility (CSR) image on customer satisfaction in the context of the banking sector of Pakistan. Further, the intervening role of customer trust and customer loyalty in the relationship between CSR image and customer satisfaction is also examined. Design/Methodology/Approach: Present research is quantitative in nature and collects the data through structured questionnaires. By employing the Smart PLS technique to test the proposed hypothesis. Findings: This study reveals the following salient findings: 1) the response of CSR image to customer satisfaction is positive (p<0.01); 2) customer trust and customer loyalty both significantly mediates the impact of CSR image on customer satisfaction. Implications/Originality/Value: Based on novel findings, the current study will help the organizations to realize the significance of CSR practices to enhance the customers’ satisfaction level.

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