scholarly journals THE IMPACT OF SOCIAL MEDIA ACTIVITY, INTERACTIVITY, AND CONTENT ON CUSTOMER SATISFACTION: A STUDY OF FASHION PRODUCTS

2020 ◽  
Vol 8 (4) ◽  
pp. 336-347
Author(s):  
Muhammad Tahir Jan ◽  
◽  
Johan de Jager ◽  
Naheed Sultan ◽  
◽  
...  
Keyword(s):  
Social Media ◽  
Factor Analysis ◽  
Customer Satisfaction ◽  
The Body ◽  
Social Media Marketing ◽  
Equation Modeling ◽  
Survey Method ◽  
Media Content ◽  
Daily Routine ◽  
The Impact

Malaysian companies have been using social media as a major platform for marketing their products or services. This trend is shared and preferred by various companies to interact with their customers in order to boost their sales. The primary objective of the study is to determine if the components of social media marketing, namely, social media activity, social media interactivity, and social media content, impact on customer satisfaction, in particular online fashion stores. A quantitative approach is adopted where data was collected using a selfadministered questionnaire. The respondents were consumers who use social media in their daily routine and those who have purchased any fashion product by using online platforms. A total of 393 useable questionnaires were collected using the online survey method. The collected data went through a process of analysis, where descriptive as well as inferential analyses were performed. Data analyses include reliability tests, validity tests, exploratory factor analysis, confirmatory factor analysis, and hypotheses testing using structural equation modeling. The purpose of this research was to investigate the impact of social media marketing on consumer satisfaction. The study reveals that all three (3) factors related to social media marketing, namely: social media activity, social media interactivity, and social media content, has been tested empirically and found that they all contribute significantly towards customer satisfaction. However, social media content emerged with a stronger positive impact than the other two factors. The result of this study should contribute to the body of knowledge and will be of significance to those companies who are interested/or using social media platforms for their marketing purposes.

Social media marketing, shoppers' store love and loyalty

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Riaz Uddin Ahmed
Keyword(s):  
Social Media ◽  
Grocery Store ◽  
The Body ◽  
Social Media Marketing ◽  
Equation Modeling ◽  
Store Loyalty ◽  
Content Type ◽  
The Impact ◽  
The Relationship

PurposeThis study investigates the impact of social media marketing activities (SMMA) on shoppers' store love and the impact of store love on store loyalty in grocery retail. Moreover, it explores the mediating and moderating role of store love and social media usage intensity (SMUI).Design/methodology/approachA survey was conducted among grocery shoppers and social media users in Norway. A total of 177 valid responses were collected and analyzed using partial least squares structural equation modeling (PLS-SEM).FindingsThe study discovered that SMMA impacts store love, and store love affects store loyalty. Store love serves as a mediator between SMMA and store loyalty. SMUI positively moderates the relationship between SMMA and store love; however, the relationship between store love and store loyalty is not moderated by SMUI.Research limitations/implicationsDespite having limited generalizability from a cross-sectional study, this study provides literary additions to the body of knowledge in grocery retail and enhances the cognitive appraisal theory (CAT) and the attachment theory (AT).Practical implicationsThe findings of this study will help grocery shoppers, store managers and grocery chain marketers to comprehend the role of SMMA in building emotional attachment with a grocery store and help make better decisions.Originality/valueFor the first time, this study incorporated SMUI as a moderator in the relationship between SMMA, store love and store loyalty in grocery retail. The study also proposes a new explanation for the relationship between SMMA and store loyalty by highlighting the mediating role of store love.

The Impact of corporate social responsibility (CSR) and relationship marketing on relationship maintainer and customer loyalty by mediating role of customer satisfaction

2018 ◽  
Vol 4 (4) ◽  
pp. 19-24
Author(s):  
Anam Bhatti ◽  
Sumbal Arif ◽  
Marium Marium ◽  
Sohail Younas
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Research Strategy ◽  
Equation Modeling ◽  
Survey Method ◽  
Research Approach ◽  
Questionnaire Method ◽  
The Impact

CSR has become one of the imperative implements in satisfying customers. The impartial of this research is to calculate CSR, relationship marketing, and customer satisfaction. There is no more study accompanied in Pakistan to quantify the effect of CSR and relationship marketing on the relationship maintainer and customer loyalty. To find out deductive approach and survey method is used as research approach and research strategy respectively. This research design is descriptive and quantitative study. For data, collection questionnaire method with semantic differential scale and seven point scales are adopted. Data has been collected by adopting the non-probability convenience technique as sampling technique and the sample size is 400. For factor confirmatory factor analysis, structure equation modeling and medication analysis, regression analysis Amos software were used. Strong empirical evidence supports that the customer’s perception of CSR performance is highly influenced by the values

The Influence of Social Media Marketing Efforts and Brand Equity on Consumer Response

MEDIASI ◽  
2021 ◽  
Vol 2 (3) ◽  
pp. 163-180
Author(s):  
Dwi Mandasari Rahayu
Keyword(s):  
Social Media ◽  
Brand Equity ◽  
Structural Equation ◽  
Consumer Response ◽  
Social Media Marketing ◽  
Equation Modeling ◽  
Brand Trust ◽  
Study Results ◽  
Brand Involvement ◽  
The Impact

This research aims to determine the effect of social media marketing on brand equity, the impact on consumer response, and the effect on consumer response. The research methodology used is a survey. The number for the sample is 269 Telkomsel Jabodetabek customers. This study uses three hypothetical relationship models. Data analysis used Structural Equation Modeling (SEM) to determine the test of the effect of independent variables on the dependent variable. The study results indicate the influence of social media marketing efforts on brand equity and consumer response. However, there is no effect between brand equity and consumer response. The limitation of this study is that it only examines Telkomsel's customer respondents and does not examine factors such as brand involvement, brand experience, brand trust, and brand satisfaction.

“Actions speak louder than words”: an impact of service recovery antecedents on customer delight in quick-service restaurants

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Durgesh Agnihotri ◽  
Kushagra Kulshreshtha ◽  
Vikas Tripathi ◽  
Pallavi Chaturvedi
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Service Recovery ◽  
Equation Modeling ◽  
Role Clarity ◽  
Content Type ◽  
Customer Delight ◽  
Quick Service ◽  
The Impact

PurposeThe purpose of this study is to conceptualize and analyze a framework that provides greater understanding toward the impact of service recovery antecedents such as role clarity, customer service orientation, employee empowerment and employee relational behavior on customer satisfaction and customer delight in the context of quick-service restaurants (QSRs).Design/methodology/approachA self-administered questionnaire was distributed to 408 participants who had experienced service recovery efforts by leading QSRs on social media. The current paper draws upon the prevailing literature to test a series of research hypotheses through structural equation modeling.FindingsThe findings of the study have confirmed that antecedents of service recovery are good to describe customer satisfaction and customer delight in the setting of QSRs. Besides, the study provides an understanding on how monetary compensation moderates the relationship between customer delight and customer satisfaction.Practical implicationsThis study carries an understanding on how frontline employees must operate in a non-conventional and innovative way to resolve customers' issues and show commitment with truthfulness to provide excellent services to make customers feel delightful.Originality/valueThis is a unique study to understand the role of service recovery antecedents to describe customer satisfaction and customer delight in the social media environment. In addition, the results support the possibilities of implementing prompt service recovery efforts using social media.

scholarly journals Relationship Between Brand Engagement and Social Media Marketing

2019 ◽  
Vol 8 (4S3) ◽  
pp. 213-218
Keyword(s):  
Social Media ◽  
Tamil Nadu ◽  
Social Media Marketing ◽  
Survey Method ◽  
Brand Engagement ◽  
Media Interaction ◽  
Major Factors ◽  
Chennai City ◽  
The Impact ◽  
The Relationship

This empirical study aims to explore the relationship between brand engagement and social media marketing among the students of higher education institutions in Chennai city of Tamil Nadu. This research study adopts primary survey method with the help of structured questionnaire collected from 388 students those who uses social media networking sites. The result indicates that Integration, E-WoM, Social Media Advertisement, Social Media Interaction and Brand Attitude are the major factors determining the brand engagement among students. The cluster classification and discriminant functions shows that two groups are significantly form namely, low brand engagement groups and high brand engagement groups in their order of dominance. To conclude, it is necessary to create interaction between the customer and brand and consumer to consumer to identify the impact of communication on brand equity.

Perceived servant leadership: the impact of servant leadership on intrinsic and extrinsic job satisfaction

2020 ◽  
Vol 28 (2) ◽  
pp. 27-29
Keyword(s):  
Job Satisfaction ◽  
Factor Analysis ◽  
Servant Leadership ◽  
Structural Equation ◽  
Service Sector ◽  
The Body ◽  
Equation Modeling ◽  
Good Reliability ◽  
Content Type ◽  
The Impact

Purpose The purpose of this study is to assess the impact of perceived servant leadership on the intrinsic and extrinsic job satisfaction of followers. Design/methodology/approach Data was gathered from the responses of 205 employees working in service- sector organizations in Kuwait as part of a larger questionnaire survey on employee satisfaction and leadership. Servant leadership was then measured using Liden’s (2008) 28 item servant leader instrument and analyzed using factor analysis and structural equation modeling. Findings The results suggest that the seven factor model proposed by Linden (2008) is shown to be valid in this study with good reliability. In addition a second-order factor analysis showed strong positive correlations were found between servant leadership and both intrinsic (0.69) and extrinsic (0.08) job satisfaction. Practical implications Promoting altruistic approaches to leadership which increases extrinsic and intrinsic job satisfaction will have a positive effect on the organizational goals. Leaders should be made aware of this so they can put interventions in place to improve overall performance. Originality/value This paper is of value as research examining the relationship between servant leadership and job satisfaction has been limited so it adds to the body of knowledge with particular relevance to the nature of this relationship in the service sector in the Middle East.

scholarly journals Efektivitas Social Media Marketing E-Commerce dalam Meningkatkan Brand Image Perusahaan (Survei Pada Pelanggan Tokopedia)

Prologia ◽  
2019 ◽  
Vol 3 (2) ◽  
pp. 505
Author(s):  
Defrianto Defrianto ◽  
Riris Loisa
Keyword(s):  
Social Media ◽  
Communication Theory ◽  
Brand Image ◽  
Social Media Marketing ◽  
Survey Method ◽  
Marketing Communication ◽  
Purposive Sampling ◽  
Image Dimension ◽  
The Social ◽  
The Impact

The research was done to determine the impact the of social media marketing will have on brand image Tokopedia. The research uses marketing communication theory, social media marketing, and brand image. Tokopedia is an e-commerce that offers a variety of products for its users starting with bill payment, electronics, beauty, automotive, and daily necessities. The approach used for this study is a quantitative approach with a survey method. The population in this study is the user of Tokopedia and the number of samples taken as much as 218 individuals and are using nonprobability sampling techniques with the purposive sampling approach. The data collected in this study is from a questionnaire. Based on the results of the research, it has been obtained that partial, there is an impact that social media marketing has had on the brand image Tokopedia. On the dimension of social media marketing, communication indicators are the highest indicator, and on the brand image dimension, brand benefit and competence indicators are the highest indicator. The relation that happened is only 28,3%. The rest of the 71,7% are affected by other factors outside the social media marketing activity.Penelitian ini dilakukan untuk mengetahui pengaruh social media marketing terhadap brand image Tokopedia. Penelitian ini menggunakan teori komunikasi pemasaran, social media marketing, dan brand image. Tokopedia merupakan e-commerce yang menawarkan berbagai macam produk-produk untuk penggunanya dimulai dari pembayaran tagihan, elektronik, kecantikan, otomotif, dan kebutuhan sehari-hari. Pendekatan yang digunakan untuk penelitian ini adalah pendekatan kuantitatif dengan metode survey. Populasi dalam penelitian ini adalah pengguna Tokopedia dan jumlah sampel yang diambil sebanyak 218 orang dan menggunakan teknik nonprobability sampling dengan pendekatan purposive sampling. Data yang dikumpulkan dalam penelitian ini dengan menggunakan kuisioner. Berdasarkan hasil penelitian, maka diperoleh hasil bahwa secara parsial, ada pengaruh social media marketing terhadap brand image Tokopedia. Pada dimensi social media marketing, indikator komunikasi merupakan indikator yang tertinggi, dan pada dimensi brand image, indikator brand benefit and competence merupakan indikator tertinggi. Hubungan yang terjadi hanya sebesar 28,3%. Sisanya 71,7% dipengaruhi oleh faktor lain diluar kegiatan social media marketing. 

scholarly journals Mediation of inventory control practices in proficiency and organizational performance: State-funded hospital perspective

2021 ◽  
pp. 89-98
Author(s):  
Aamir Rashid Hashmi ◽  
Noor Aina Amirah ◽  
Yusnita Yusof ◽  
Tengku Noor Zaliha
Keyword(s):  
Factor Analysis ◽  
Organizational Performance ◽  
Inventory Control ◽  
Structural Equation ◽  
The Body ◽  
Public Hospitals ◽  
Equation Modeling ◽  
Survey Method ◽  
Cluster Sampling ◽  
Hospital Perspective

The organizational performance at public hospitals differs from the corporate sector and faces maladministration. Further, performance at public hospitals is crucial as it directly affects human lives and endeavors for accessibility to medicines and equipment. This research is designed to determine the mediating role of inventory control practices in proficiency and organizational performance at public hospitals. This paper uses a quantitative research with a survey method using multistage cluster sampling which was performed on a sample size of 200. Exploratory Factor Analysis and Confirmatory Factor Analysis validated the model for Structural Equation Modeling. The findings of this research indicate a significant positive effect and full mediation of inventory control practices between the study variables. Further, the significance indicated that competent and well-trained staff manages inventory efficiently for improved organizational performance through better service quality and reduced cost. An integrated second-order model of this research will benefit the public hospitals, healthcare industry at large, organizations managing mega structured inventory, and to the body of knowledge.

Model construction of engagement and outcomes in consumers food life

2019 ◽  
Vol 121 (1) ◽  
pp. 218-239 ◽  
Author(s):  
Saman Sheikhesmaeili ◽  
Sana Hazbavi
Keyword(s):  
Customer Satisfaction ◽  
The Body ◽  
Food Marketing ◽  
Sufficient Evidence ◽  
Equation Modeling ◽  
Valuable Insight ◽  
Content Type ◽  
Wide Range ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

Purpose The purpose of this paper is to determine the impact of food-related lifestyle (FRL) and food-related personality traits (FRPTs) on customer satisfaction and loyalty so that sufficient evidence for forming a new pattern of predictors of customer satisfaction and loyalty can be explored. Design/methodology/approach The research method in this study was the descriptive type and was based on the goal of the applied research methods. Data were collected from 384 sample group consumers of chain stores in the city of Tehran. The hypothesized relationships were tested using structural equation modeling (SEM). Findings Final results of study showed the significant effects of FRL and FRPT on satisfaction and loyalty of consumers. This indicates that aforementioned variables can create customer satisfaction and loyalty toward food. The research conceptual model was confirmed with goodness of fit. Research limitations/implications First, the sample consisted of customers who use a wide range of food despite diverse motives and interests. While knowing that costumers’ specific traits about food would have provided a more detailed and comprehensive understanding, conducting research in a set of general food consumer without considering special foods category could be a limitation. Second, and more importantly, since the customer behavior in consumption choices is an unconscious and cognitive process, other factors and domain that are linked to customer satisfaction and loyalty would have been missed. Practical implications This study shows that understanding the behavioral aspects of food consumption can help food producing companies to adjust their production and specially to foresee changes. Marketers are advised to investigate customer traits to promote customer satisfaction and loyalty effectively. This paper contributes to the body of knowledge in food marketing. Originality/value The present study offers a unique and valuable insight into a customer’s behavior and deepens customer satisfaction and loyalty by incorporating FRL, food neophobia scale and food involvement scale as independent variables to contribute knowledge in the context of food marketing, and throws some light upon the predictive power of mentioned variables on customer behaviors.

scholarly journals The Impact of Deceptive Advertising on Customer Loyalty: A case of Telecommunication Industry in Karachi, Pakistan

2019 ◽  
Vol 4 (1) ◽  
pp. 39 ◽  
Author(s):  
Saira Iqbal ◽  
Danish Ahmed Siddiqui
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
Accurate Information ◽  
Telecommunication Industry ◽  
Deceptive Advertising ◽  
The Impact

This study examined the impact of Deceptive Advertising on Customer Loyalty in the telecommunication industry of Karachi, Pakistan. This research was quantitative in nature. The sample size was 250; questionnaires were distributed electronically and manually. Exploratory Factor Analysis (EFA) was used to analyze the data with the help of SPSS. Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) using AMOS, conducted to ensure the model and testing the hypothesis. The outcome of the present study verifies that word of mouth has a strong significant influence on customer loyalty. Hence customer satisfaction and customer trust are causing word of mouth in a positive and significant way. So it shows that there is a positive and strongly significant influence of customer satisfaction and trust on customer loyalty with the mediation of word of mouth. On the other hand, deceptive ads are causing word of mouth in a negative way. Hence it is concluded that deceptive ads have a negative influence on customer loyalty with the mediation of word of mouth. This study suggested that in order to increase customer loyalty and build a long-term relationship with the customer’s telecom companies should focus on accurate information and rendering the level of competitive services to their customers.

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