The Effects of Off-line Store Attribute Benefits on Customer Retention and Switching : The Mediating Effect of Commitment

2009 ◽  
Vol 10 (3) ◽  
pp. 305-341 ◽  
Author(s):  
한경열 ◽  
Park, Ju-Young ◽  
전원재
Keyword(s):  
Customer Retention ◽  
Mediating Effect

Effect of Mediating Factors on Customer Defection with Special Reference to Banking Industry in India

2016 ◽  
pp. 138-153
Author(s):  
Sunita Dwivedi ◽  
Bharti Wadhwa
Keyword(s):  
Relationship Marketing ◽  
High Probability ◽  
Customer Retention ◽  
Mediating Effect ◽  
Customer Relationship ◽  
Product Price ◽  
Subjective Knowledge ◽  
Customer Defection ◽  
Ongoing Relationship ◽  
Satisfaction Relationship

People who were practicing Marketing exercise's and Academicians thinks that “4 Ps” marketing framework – product, price, place and promotion adds less value to their interest or business where ongoing relationship is critical. In a process of finding a way to overcome these marketers has evolved a concept of Relationship Marketing which talks about understanding customer segments, delivering ongoing quality service, and achieving high customer satisfaction. Relationship marketing was about “putting the customer in the middle of the business circle,” in the words of Dick Lee, principal of St. Paul-based Hi-Yield Marketing. Customer Relationship management is the strongest and the most efficient method of maintaining and creating customers. The challenges for marketers doesn't stops here, as market matured from national to international to global, customer retention and acquisition become more crucial and challenging for them. Multiple options broaden the path for consumer to get access over many products and services, creating a high probability of defection. Now they have new challenge to face that is “Defection”. They are trying hard to understand what they are supposed to do so as to increase customer retention and decrease customer defection. This paper tries to understand the mediating effect of sources on customer defection (Objective knowledge versus Subjective Knowledge) and its important act on consumers repurchase behavior.

scholarly journals Mobile Banking Service Quality and Customer Retention: A Moderated Mediation Model of Customer Perceived Value and Perceived Corporate Image

2021 ◽  
Vol 4 (4) ◽  
pp. 47-61
Author(s):  
Daniel Kipkirui Langat ◽  
Ronald Bonuke ◽  
Yusuf Kibet
Keyword(s):  
Service Quality ◽  
Perceived Value ◽  
Customer Retention ◽  
Corporate Image ◽  
Mediating Effect ◽  
Systematic Sampling ◽  
Mobile Banking ◽  
Customer Perceived Value ◽  
Banking Service ◽  
The Relationship

Purpose- This study examined the moderating effect of perceived corporate image on the indirect relationship between mobile banking service quality and customer retention via customer perceived value in the Kenyan banking industry Design/Methodology- The study adopted an explanatory research design, employing multistage, simple random and systematic sampling techniques in collecting data from a sample size of 400 consumers of mobile banking services in Kenya using a self-administered questionnaire Findings- The results reveal a significant mediating effect of customer perceived value on the relationship between mobile banking service quality and customer retention. Moreover, the study established that perceived corporate image moderates the relationship between; mobile banking service quality and customer perceived value and mobile banking service quality and customer retention. Finally, perceived corporate image moderates the indirect link between mobile banking service quality and customer retention via customer retention at all levels Practical Implications- These findings underscore the need for the bank’s management and policymakers to develop quality assurance policies and devise value-centered strategies and image-enhancing strategies to enhance customer retention. Originality/Value - The study’s findings bring new critical knowledge concerning the indirect effect of customer perceived value and perceived corporate image on the study variables.

scholarly journals Designing a Customer Retention Framework for Telecommunication Sector

2016 ◽  
Vol 8 (5) ◽  
pp. 48-60
Author(s):  
Ahmad Sohail Khan ◽  
Saima Majeed ◽  
Rizwan Shabbir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Service Providers ◽  
Brand Image ◽  
Customer Retention ◽  
Mediating Effect ◽  
Telecommunication Sector ◽  
Test Technique ◽  
Telecom Industry

Abstract: Telecommunication sector has grown over last decade while transforming behavioral intentions. New entrants are exploring these behavioral intentions to attract more customers. The aim of this study is to investigate the mediating effect of customer satisfaction in telecom industry on service quality, brand image and customer retention relationship. Furthermore, it identifies the key determinants of customer retention related to telecom service providers. A fully structured questionnaire survey was conducted to collect data from 310 mobile users. Non-probability sampling technique was adopted for data collection. Regression analysis and Sobel test technique were practiced to analyze the data. The result showed that customer satisfaction mediates the relationship between service quality, brand image and customer retention. Moreover, this study found that service quality, brand image and customer satisfaction are the strongest predictors of customer retention in telecom industry of Pakistan. Therefore, to gain customer loyalty, organizations should focus current-users and target-users by providing sterling service quality

Effectiveness of Loyalty Programs in Customer Retention: A Multiple Mediation Analysis

2021 ◽  
pp. 227868212110001
Author(s):  
Andy Chin Woon Fook ◽  
Omkar Dastane
Keyword(s):  
Customer Satisfaction ◽  
Mediation Analysis ◽  
Customer Retention ◽  
Mediating Effect ◽  
Mediation Effect ◽  
Loyalty Programs ◽  
Equation Modeling ◽  
Multiple Mediation ◽  
Brand Association ◽  
Multiple Mediation Analysis

The impact of loyalty programs on customer retention was investigated in this study. Concomitantly, the mediating effects of brand association and customer satisfaction between loyalty programs and customer retention were also tested in three ways, viz., in parallel, distinct, and sequential through a series of structural models. The study focuses on the Malaysian national car sector, and empirical data was collected from 313 Malaysian national cars users through convenience sampling. This explanatory, quantitative research adopts a questionnaire as a survey instrument, and the collected data was first subjected to normality and reliability assessment followed by confirmatory factor analysis, structural equation modeling using IBM SPSS AMOS 24. Multiple mediation analysis was then conducted, and results were confirmed through bootstrapping. Findings show that there is a significant positive impact of loyalty programs on customer retention. The brand association has a full mediation effect between loyalty programs and customer retention when tested in parallel with customer satisfaction; on the contrary, customer satisfaction demonstrated an insignificant mediation effect. On the other hand, when tested distinctly, brand association showed a partial mediating effect while there was no mediation effect of customer satisfaction. Besides, customer satisfaction and brand association demonstrated sequential partial mediation.

Do Work Characteristics Mediate the Negative Effect of Transformational Leadership on Impaired Well-Being?

2017 ◽  
Vol 61 (4) ◽  
pp. 167-180 ◽  
Author(s):  
Sylvie Vincent-Höper ◽  
Sabine Gregersen ◽  
Albert Nienhaus
Keyword(s):  
Transformational Leadership ◽  
Focal Point ◽  
Leadership Behavior ◽  
Workplace Health Promotion ◽  
Well Being ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Related Factor ◽  
Work Characteristics ◽  
Role Clarity

Abstract: In recent years, transformational leadership as a health-related factor has become a focal point of interest in research and practice. However, the pathways and mechanisms underlying this association are not yet well understood. In order to gain knowledge on how or why transformational leadership and employee well-being are associated, we investigated the mediating effect of the work characteristics role clarity and predictability. The study was carried out on 618 employees working in the health-care sector in Germany. We tested the mediator effect using structural equation modeling. The results indicate that role clarity and predictability fully mediate the relation between transformational leadership and negative indicators of well-being. These results give credit to the notion that work characteristics play an important role in identifying health-relevant aspects of leadership behavior. Our findings advance the understanding of how to enhance employee well-being and have implications for the design of leadership-related interventions of workplace health promotion.

Specifying the Contact Hypothesis in a Minority-Minority Context

2013 ◽  
Vol 221 (4) ◽  
pp. 223-231 ◽  
Author(s):  
Tuuli Anna Mähönen ◽  
Katriina Ihalainen ◽  
Inga Jasinskaja-Lahti
Keyword(s):  
Mediating Effect ◽  
Survey Study ◽  
Ethnic Identification ◽  
Contact Hypothesis ◽  
Negative Attitudes ◽  
Intergroup Anxiety ◽  
Intergroup Interactions ◽  
Identity Processes ◽  
Minority Adolescents ◽  
Basic Tenet

This survey study focused on the attitudes of Russian-speaking minority youth (N = 132) toward other immigrant groups living in Finland. Along with testing the basic tenet of the contact hypothesis in a minority-minority context, the mediating effect of intergroup anxiety and the moderating effect of perceived social norms on the contact-attitude association were specified by taking into account the identity processes involved in intergroup interactions. The results indicated, first, that the experience of intergroup anxiety evoked by a negative intergroup encounter was reflected in negative outgroup attitudes only among the weakly identified. Second, negative contact experiences of minority adolescents were found not to be reflected in negative attitudes when their ethnic identification was attenuated, and when they perceived positive norms regarding intergroup attitudes.

The Mediating Effect of Reactions to Multisource Feedback

2005 ◽  
Author(s):  
Lori Anderson Snyder ◽  
George C. Thornton ◽  
Rob Edwards
Keyword(s):  
Multisource Feedback ◽  
Mediating Effect
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