The impact of perceived hidden inflation on service quality-customer brand loyalty

2017 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Sheng Wen Liu
Keyword(s):  
Service Quality ◽  
Brand Loyalty ◽  
The Impact

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

The Impact of Product and Service Quality on Brand Loyalty

2005 ◽  
Vol 8 (3) ◽  
pp. 35-53 ◽  
Author(s):  
Allen Z. Reich ◽  
Ken W. McCleary ◽  
Yodmanee Tepanon ◽  
Pamela A. Weaver
Keyword(s):  
Service Quality ◽  
Brand Loyalty ◽  
The Impact

scholarly journals THE IMPACT OF AUTOMATED SERVICES QUALITY ON BRAND LOYALTY WITH THE MEDIATING ROLE OF CUSTOMER SATISFACTION AND MODERATING ROLE OF CUSTOMER KNOWLEDGE

2015 ◽  
Vol 03 (02) ◽  
pp. 10-18
Author(s):  
Anser Hayat
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Services Quality ◽  
Customer Knowledge ◽  
Mediating Role ◽  
The Impact ◽  
Positive Effect ◽  
Moderating Role

The aim of this study was to find out the impact of automated service quality on brand loyalty with the mediating role of customer satisfaction and moderating role of customer knowledge. Data was collected through 150 questionnaires completed by randomly selected customers. Descriptive statistics, exploratory factor analysis, and multiple regressions were used to test the direct impact of automated services quality on brand loyalty, and moderating role of customer knowledge. The findings suggest that the automated service quality and customer knowledge have a significant and positive effect on customer satisfaction. The results show automated service quality and customer satisfaction to be significantly associated with brand loyalty.

The mediating role of customer satisfaction: evidence from the airline industry

2016 ◽  
Vol 28 (2) ◽  
Author(s):  
Rahim Hussain
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Airline Industry ◽  
Design Methodology ◽  
Perceived Value ◽  
Corporate Image ◽  
Mediating Role ◽  
The Impact

Purpose This study examines the mediating effects of customer satisfaction in the context of the airline industry in the United Arab Emirates through three distinct models. The first model examines the impact of service quality on brand loyalty as mediated by customer satisfaction; the second model investigates the impact of corporate image on brand loyalty as mediated by customer satisfaction; and the final model examines the impact of perceived value on brand loyalty as mediated by customer satisfaction. Design/methodology/approach Three conceptual models are developed based on the existing literature. These models were validated via a quantitative approach, whereby data from 253 questionnaires were analyzed employing regression analysis. Findings The results confirm the mediating role of customer satisfaction in the three proposed models, implying that customer satisfaction is vital for an airline to thrive in such a highly competitive market, as well as for it to retain existing passengers, acquire new ones and eventually convert them into brand loyal customers. Research limitations/implications Although the research models proposed in this research have been developed based on theoretical grounds, the generalizability of the result is limited to the airline industry. Originality/value The paper contributes to the literature by being the first to study the mediating effect of customer satisfaction on corporate image, perceived value and service quality, as well as examining their relationship with brand loyalty in the context of the UAE airline industry.

scholarly journals The Mediating Role of Brand Love in the Relationship Between Consumer-Based Brand Equity and Brand Loyalty: a Research on Starbucks

2021 ◽  
Vol 12 (22) ◽  
pp. 150-167
Author(s):  
Aylin Sinem Polat ◽  
Burçin Cevdet Çetinsöz
Keyword(s):  
Service Quality ◽  
Brand Loyalty ◽  
Service Industry ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Brand Love ◽  
Mediating Role ◽  
The Impact ◽  
The Relationship

The present study aims to determine the mediating role of brand love in the relationship between CBBE and brand loyalty. The study makes an analysis of CBBE, brand loyalty, and brand love related to Starbucks – a global coffee house and roastery catering concept. The study population comprises customers of the Starbucks enterprises operating in the city of Mersin, Turkey, and adopts a convenience sampling method. During the data collection process, 384 customers of Starbucks stores within Mersin who were over 18 years of age were surveyed. The dependent variables of the study are "brand loyalty" and "brand love," whereas the independent variable is "CBBE". The hypotheses developed in the research model were tested through structural equation modeling (SEM). Based on the study findings, it was concluded that brand love, as well as the dimensions of CBBE of "Service Quality: Physical Quality SQ:PQ" and "Lifestyle-Congruence LC", had full mediation with brand loyalty, while "Service Quality: Staff Behavior SQ:SB", "Ideal Self-Congruence IS-C" and "Brand Identification BI" had no such mediating effect on brand loyalty. In the study, the mediating role of brand love in terms of the impact of CBBE in the service industry on brand loyalty has been examined for the first time. The research findings show that a strong bond will be established with the target audience through compatible and parallel strategies that will be implemented by the managers on the SQ:PQ and LC dimensions of CBBE and this situation will increase loyalty to the brand. As a result of the consumers' strong emotions and their increasing loyalty towards the brand, this situation will lead the businesses in the service industry to protect their market share along with having a positive impact on their sustainable competition and profitability.

scholarly journals SATISFACTION WITH BANK BRANDS AMONG INDIVIDUAL USERS OF DEPOSIT SAVINGS

2020 ◽  
pp. 58-65
Author(s):  
Tran Huu Ai ◽  
Mai Thi Hong Dao ◽  
Nguyen Thi Mong Thu
Keyword(s):  
Social Responsibility ◽  
Service Quality ◽  
Brand Loyalty ◽  
Positive Impact ◽  
Behavioral Loyalty ◽  
Brand Reputation ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect ◽  
Brand Satisfaction

Our survey-based study is aimed to find the influence of the following important factors: overall service quality, brand reputation, social responsibility, and customer satisfaction, in which overall service quality factor seems to have the most impact on satisfaction. The satisfaction factor has a substantial and positive effect on brand loyalty without the impact of regulatory variation. These two variables regulate conversion costs and commitment in the relationship that have a positive impact on the transition from brand satisfaction to brand loyalty, including behavioral loyalty and attitude loyalty.

scholarly journals A Study on the Impact of Airline Corporate Reputation on Brand Loyalty

2016 ◽  
Vol 10 (1) ◽  
pp. 59 ◽  
Author(s):  
Eun-Ju Seo ◽  
Jin-Woo Park
Keyword(s):  
Service Quality ◽  
Significant Influence ◽  
Brand Loyalty ◽  
Corporate Reputation ◽  
Structural Equation ◽  
Equation Modeling ◽  
Brand Preference ◽  
Perceived Service Quality ◽  
Airline Passengers ◽  
The Impact

This study analyzes the impact of airline corporate reputation on brand loyalty. An empirical analysis is carried out via a questionnaire survey of Korean airline passengers. The results from 250 respondents are then investigated using structural equation modeling. Airline corporate reputation is shown to have a significant influence on brand image, price, perceived service quality, and brand preference. In addition, price, perceived service quality, and brand preference have a statistically significant influence on behavioral loyalty and attitudinal loyalty.

scholarly journals Dual pillars of hotel restaurant food quality satisfaction and brand loyalty

2017 ◽  
Vol 119 (12) ◽  
pp. 2597-2609 ◽  
Author(s):  
Hassan Bihamta ◽  
Sreenivasan Jayashree ◽  
Sajad Rezaei ◽  
Fevzi Okumus ◽  
Roya Rahimi
Keyword(s):  
Service Quality ◽  
Brand Equity ◽  
Food Quality ◽  
Brand Loyalty ◽  
Brand Image ◽  
Brand Awareness ◽  
Physical Quality ◽  
Content Type ◽  
Brand Quality ◽  
The Impact

Purpose The purpose of this paper is to investigate the impact of service quality (physical quality and staff behaviour) and brand equity (brand quality, brand awareness and brand image) on hotel restaurant food quality satisfaction and brand loyalty among international and local travellers in Malaysia. Design/methodology/approach A total of 354 valid questionnaires were collected to assess the measurement and structural model for reflective latent constructs using the two steps of covariance-based structural equation modelling. Findings The research findings suggest that while travellers’ nationality moderates the path between physical quality, staff behaviour and brand image on food quality satisfaction, it does not moderate the relationship between brand quality and brand awareness on food quality satisfaction. This finding further suggests that towards enhancing service quality and brand equity on food quality satisfaction and brand loyalty, managers should understand the important distinctions between international and local travellers. Originality/value Previous studies have mostly examined the impact of brand equity and service quality towards tourist satisfaction and very few studies have examined the impact of restaurant service quality and brand equity on consumer satisfaction and brand loyalty specifically among international and local travellers. This is one of the first few studies providing empirical evidence and discussions in this area.

Brand equity and the role of emergency medical care service quality of private cardiac institutes

2018 ◽  
Vol 12 (1) ◽  
pp. 44-60 ◽  
Author(s):  
Mohsin Altaf ◽  
Nageena Tabassum ◽  
Sany Sanuri Mohd Mokhtar
Keyword(s):  
Service Quality ◽  
Brand Equity ◽  
Brand Loyalty ◽  
Brand Image ◽  
Care Service ◽  
Strong Relationship ◽  
Content Type ◽  
Emergency Medical ◽  
The Impact

Purpose The purpose of this paper is to investigate the impact of health-care quality of emergency medical services on brand equity of cardiac institutes by using industry-specific measure, 5Qs model of health-care service quality (HCSQ). Design/methodology/approach Survey method technique has been used to collect data from the patients availing emergency medical services from 12 cardiac institutes. Effective responses have been received from 393 patients from four localities. Systematic sampling technique has been used to collect data from the respondents. Partial least square structural equation modeling using smartPLS 2.0 has been used to analyze the results. Findings Findings of the study reveal that HCSQ has weak relationship with hospital brand loyalty but strong relationship with brand image and brand awareness. Furthermore, brand awareness and brand image have strong relationship with brand loyalty. Furthermore, brand image and brand loyalty have strong relationship with overall hospital brand equity but found nonsignificant relationship of brad awareness with overall hospital brand equity. Originality/value The principal contribution of the paper is to provide the insight on the impact of emergency HCSQ on brand equity of the private cardiac hospitals. Second, this study is first in branding literature that has used industry-specific scale 5Qs model to measure the service quality of emergency medical care and its impact on private sector cardiac hospital’s brand equity. Previously researchers used generic scales that were insufficient to measure the service quality of specialized industries (Babakus and Mangold, 1992; Carman, 1990; Caro and Garcia, 2007).

Sign in / Sign up

Export Citation Format

Share Document