scholarly journals A Study on the Effects of Consumption Emotion of the Users of Internet Shopping Malls on Customer Satisfaction and Customer Loyalty in China: Focused on the Moderating Effect of Service Quality

2015 ◽  
Vol 11 (3) ◽  
pp. 397-423
Author(s):  
박병기 ◽  
전상택
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Moderating Effect ◽  
Shopping Malls ◽  
Internet Shopping

scholarly journals An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores

2014 ◽  
Vol 1 (1) ◽  
pp. 79 ◽  
Author(s):  
Naif Mutlaq Al Otaibi ◽  
Kausar Yasmeen
Keyword(s):  
Saudi Arabia ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Future Research ◽  
Grocery Stores ◽  
Grocery Shopping ◽  
Shopping Malls ◽  
Perceived Service Quality ◽  
Convenience Stores

Lack perceived quality in Saudi Arabia has been repeatedly identified as one of the most formidable barriers to people for engaging in customer loyalty.Despite, the widespread establishment of shopping malls all over the country, the statistics revealed that Saudi consumers, although trying grocery shopping in some shopping malls, still prefer to do their grocery shopping activities in traditional grocery stores and convenience stores (Othaim, 2012).This paper provides an overview perceived service quality and customer satisfaction which affect Saudi customer loyalty,,and it reviews relevant previous studies that investigate the relationships among said three variables.  This paper provides the critical remarks and direction for future research.

PENGALAMAN PEMASARAN DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN DAN KEPERCAYAAN SEBAGAI VARIABEL MEDIASI

2020 ◽  
Vol 23 (2) ◽  
pp. 20
Author(s):  
Kevin Benitto Hartono ◽  
Lina Salim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Goodness Of Fit ◽  
Positive Impact ◽  
Shopping Malls ◽  
Goodness Of Fit Test ◽  
Experiential Marketing ◽  
Marketing Service ◽  
The Impact

Nowadays, shopping malls growth are extremely high in Jakarta area. One of the shopping malls that has existed for a long time and still thrives in Jakarta is Mal Kelapa Gading (MKG). The objective of this research is to examine the impact of experiential marketing and service quality toward MKG’s customer loyalty with customer satisfaction and trust as mediation variables. The data was collected by distributing 233 questionnaires to the residents around the area of the mall. As this research model has passed 11 goodness of fit test indicators, this model has been proven consistent to the empirical data. There are 6 hypotheses in this research, 4 of which are proven true. The results of this research indicate that there is a positive impact in experiential marketing and service quality toward customer loyalty with customer satisfaction and trust as mediation variables. On the one hand, customer satisfaction has become the best mediating variable to strengthen the impact of experiential marketing and service quality toward customer loyalty. On the other hand, experiential marketing and service quality do not affect trust. Trust is useful as a mediating variable if there is an influence from customer satisfaction. Keywords: Consumers’ Satisfaction, Customers’ Loyalty, Experiential Marketing, Service Quality, Trust

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