scholarly journals The Effects of Local People’s Perception about Corporate Association with Their Region and Their Local Concern on Corporate Image, Customer Loyalty, and Brand Attitude

2010 ◽  
Vol 14 (2) ◽  
pp. 145-181 ◽  
Author(s):  
조수영 ◽  
권구민 ◽  
배지양
Keyword(s):  
Customer Loyalty ◽  
Brand Attitude ◽  
Corporate Image ◽  
People’S Perception ◽  
Local Concern

Mobile communications: a comprehensive hierarchical modelling approach

2014 ◽  
Vol 26 (1) ◽  
pp. 114-146 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Xin Shu ◽  
Christopher Gan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Switching Costs ◽  
Important Determinant ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Customer Perceived Value

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH MELALUI CITRA PERUSAHAAN SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 7 (12) ◽  
pp. 6675
Author(s):  
I Made Deddy Saputra ◽  
I Nyoman Nurcaya
Keyword(s):  
Quality Of Service ◽  
Image Quality ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Analysis Technique

Customer satisfaction is an important element in determining and maintaining and growing the company. To be able to develop loyalty among its customers, banks need to know what factors influence loyalty and assess their performance in these factors. This research was conducted at PT. BPR Bali Dananiaga Denpasar. The number of respondents of this study were 117 respondents. Data collection is done through observation, interview and questionnaire. This research uses instrument test by using path analysis technique. Based on the analysis result found that service quality variable have positive and significant effect to company image. Quality of service has a positive and significant impact on customer loyalty. So the better the service quality of PT. BPR Bali Dananiaga, it will increase customer loyalty in PT. BPR Bali Dananiaga in Denpasar City. Corporate image has a positive and significant impact on customer loyalty. Corporate image proved able to mediate positively and significantly influence between service quality to customer loyalty.

scholarly journals PENGARUH CORPORATE SOCIAL RESPONSIBILITY (CSR) TERHADAP CORPORATE IMAGE DAN DAMPAKNYA PADA LOYALITAS PELANGGAN PT. PEGADAIAN (PERSERO) DI PULAU LOMBOK (KASUS PADA PENERIMA PROGRAM KEMITRAAN)

2018 ◽  
Vol 7 (2) ◽  
pp. 60
Author(s):  
Milana Prihatina D.T. ◽  
Dwi Putra Buana Sakti ◽  
Handry Sudiartha Athar
Keyword(s):  
Data Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Strong Correlation ◽  
Sampling Technique ◽  
Corporate Image ◽  
Cluster Sampling ◽  
Independent Variables ◽  
Corporate Social ◽  
Partnership Program

 This research is an associative study with a quantitative approach.With 89 sample of customers of PT. Pegadaian (Limited) which is obtained by cluster sampling technique, consisting of customers which has received a Partnership Program of CSR assistance in Lombok Island in last 3 (three) years (2014-2016). This study used a causal correlation, which have independent variables (influencing variables) and dependent variables (variables that are affected). This research aims to determine the causal correlation between independent variables, CSR on the loyalty of customers of PT. Pegadaian (Limited) on Lombok through the Corporate image variable.Based on the results of the research and discussion it is inferred that : 1) There is a direct, positive and significant influence between CSR variables on Corporate Image. The data analysis showed that there is a very strong correlation between CSR variables and Corporate Image. 2) There is a direct, positive and significant influence between the variables of Corporate Image on Customer Loyalty. The data analysis showed that there is a very strong correlation between the variables of Corporate Image on Customer Loyalty. 3) There is a direct, positive and significant influence between CSR variables on customer loyalty. The data analysis showed that there is a very strong correlation between CSR variables on customer loyalty. 4) There is a direct, positive and significant influence between CSR variables on Customer Loyalty through Corporate Image. Penelitian ini merupakan penelitian asosiatif dengan pendekatan kuantitatif. Dengan sampel 89 pelanggan PT. Pegadaian (Persero) diperoleh dengan teknik cluster sampling, terdiri atas nasabah yang telah menerima Program Kemitraan bantuan CSR di Pulau Lombok dalam 3 (tiga) tahun terakhir (2014-2016). Hubungan yang digunakan dalam penelitian ini adalah adalah hubungan yang bersifat sebab akibat (kausal), dimana ada variabel independen (variabel yang mempengaruhi) dan variabel dependen (variabel yang dipegaruhi). Penelitian ini bertujuan untuk mengetahui hubungan sebab akibat antara variabel independen yaitu CSR terhadap variabel dependen loyalitas pelanggan melalui variabel intervening Corporate image.Berdasarkan hasil penelitian dan pembahasan dapat disimpulkan sebagai berikut: 1) Terdapat pengaruh langsung, positif dan signifikan antara variabel CSR terhadap Citra Perusahaan. Hasil analisis data juga menunjukan korelasi yang sangat kuat antara variabel CSR dan Citra Perusahaan. 2) Terdapat pengaruh langsung, positif dan signifikan antara variabel Citra Perusahaan terhadap Loyalitas Pelanggan. Dari hasil analisis data juga ditemukan korelasi yang sangat kuat antara variabel Corporate Image pada Loyalitas Pelanggan. 3) Terdapat pengaruh langsung, positif dan signifikan antara variabel CSR terhadap loyalitas pelanggan. Hasil analisis data juga menemukan korelasi yang sangat kuat antara variabel CSR terhadap loyalitas pelanggan. 4) Ada pengaruh langsung, positif dan signifikan antara variabel CSR pada Loyalitas Pelanggan melalui Corporate Image.Keywords : CSR ; Corporate Image ; Customer Loyalty

FAKTOR-FAKTOR YANG MEMPENGARUHI CUSTOMER LOYALTY INDUSTRI ASURANSI DI YOGYAKARTA

2019 ◽  
Vol 13 (2) ◽  
pp. 99
Author(s):  
Petra Surya Wijaya ◽  
Kunto Wibisono ◽  
Santi Budiman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Insurance Industry ◽  
Subjective Norms ◽  
Corporate Image ◽  
Insurance Companies ◽  
Purposive Sampling ◽  
Interesting Study

Research on the insurance industry in Indonesia is an interesting study to do. The development of the insurance industry in Indonesia has increased by an average of 30% per year, even in 2016 there was an increase of around 78.1% compared to 2015. This makes competition among insurance companies more stringent. The topic of loyalty in the insurance industry is important for the survival of an insurance company.This study aims to examine the effect of salesperson expertise, subjective norms, service quality, customer satisfaction, commitment, corporate image, switching intention, and communication on customer loyalty. A total of 100 questionnaires were distributed to insurance users in Yogyakarta using purposive sampling. The results of the study state that all hypotheses built can be supported, or that there is a significant influence on salesperson expertise, subjective norms, service quality, customer satisfaction, commitment, corporate image, switching intention, and communication on customer loyalty. Keywords:loyalty, salesperson expertise, subjective norms, service quality, customer satisfaction, commitment, corporate image, switching intention, and communication ABSTRAK Penelitian tentang industri asuransi di Indonesia adalah studi yang menarik untuk dilakukan. Perkembangan industri asuransi di Indonesia telah meningkat rata-rata 30% per tahun, bahkan pada tahun 2016 ada peningkatan sekitar 78,1% dibandingkan tahun 2015. Hal ini membuat persaingan antar perusahaan asuransi semakin ketat. Topik kesetiaan dalam industri asuransi penting untuk kelangsungan hidup perusahaan asuransi. Penelitian ini bertujuan untuk menguji pengaruh keahlian tenaga penjual, norma subyektif, kualitas layanan, kepuasan pelanggan, komitmen, citra perusahaan, niat beralih, dan komunikasi terhadap loyalitas pelanggan. Sebanyak 100 kuesioner dibagikan kepada pengguna asuransi di Yogyakarta menggunakan purposive sampling. Hasil penelitian menyatakan bahwa semua hipotesis yang dibangun dapat didukung, atau bahwa ada pengaruh yang signifikan terhadap keahlian tenaga penjual, norma subjektif, kualitas layanan, kepuasan pelanggan, komitmen, citra perusahaan, niat beralih, dan komunikasi pada loyalitas pelanggan. Kata kunci: kesetiaan, keahlian tenaga penjual, norma subjektif, kualitas layanan, kepuasan pelanggan, komitmen, citra perusahaan, niat beralih, dan komunikasi

Consumers Perception of Corporate Social Responsibility Empirical Study in Romanian Retail

2010 ◽  
Vol 1 (4) ◽  
pp. 1-9 ◽  
Author(s):  
Nicolae Al. Pop ◽  
Sebastian A. Vaduva ◽  
Dan Cristian Dabija ◽  
Ioan S. Fotea
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Empirical Study ◽  
Competitive Advantage ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Marketing Concept ◽  
Corporate Social ◽  
The Revolution

To build a better and more profitable corporate image, Western firms have been investing in social responsibility. The Romanian consumer has fairly recently been exposed to this holistic marketing concept since the Revolution of 1989, and in this regard, in this article, the authors verify conventional corporate social responsibility principles of building customer loyalty as well as goodwill from stakeholders. The paper explores the competitive advantage and its various components in which companies make use of marketing instruments that influence CSR activities of retailers.

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