scholarly journals The Impact of Brand Image on the Customer Satisfaction and Brand Loyalty in Specialty Coffee Shop

2011 ◽  
Vol 14 (3) ◽  
pp. 23-45 ◽  
Author(s):  
Myungsu Chae ◽  
정갑연 ◽  
김미정
Keyword(s):  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Brand Image ◽  
Coffee Shop ◽  
Specialty Coffee ◽  
The Impact

scholarly journals The Impact of Utilitarian Value, Hedonic Value, and Brand Image of Modern Coffee Shop City of Malang on Customer Satisfaction

2021 ◽  
Vol 8 (2) ◽  
pp. 172-178
Author(s):  
Khalikussabir ◽  
Abdul Waris
Keyword(s):  
Customer Satisfaction ◽  
Brand Image ◽  
Descriptive Analysis ◽  
Coffee Shop ◽  
Quantitative Descriptive Analysis ◽  
Hedonic Value ◽  
Utilitarian Value ◽  
Quantitative Descriptive ◽  
The Impact ◽  
Coffee Shops

The existence of modern coffee shops in Malang City is growing and encouraging the birth of coffee shops with all things modern nuances, one of factor is the number of students in Malang City is increasing year by year, so that this moment is used by entrepreneurs to establishing modern coffee shops in the city of Malang, but not all modern coffee shops can maintain their business because competition in introducing or selling products is not oriented to the characteristics of their consumers, this is a challenge for entrepreneurs to be able to understand the characteristics of their consumers well to be able to compete. The purpose of this study is to find out how the impact of utilitarian value, hedonic value, and brand image of modern coffee shops in Malang City on customer satisfaction by using a quantitative descriptive analysis method approach. The results of data analysis show that: 1) utilitarian value behavior that has a consumer has a significant effect on modern coffee shop customer satisfaction; 2) the hedonic value behavior that has consumers has a significant effect on modern coffee shop customer satisfaction; and 3) brand image embedded in consumers has a significant effect on modern coffee shop customer satisfaction.

scholarly journals Customer satisfaction and customer loyalty in Vietnamese mobile telecommunication industry

2020 ◽  
Vol 5 (1) ◽  
Author(s):  
Trinh Kim Hoa ◽  
Luu Thi Bich Ngoc
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Telecommunication Industry ◽  
Mobile Telecommunication ◽  
Price Perception ◽  
The Impact ◽  
Mobile Telecom

This study was aimed at investigating three factors (service quality, brand image and price perception) and assessed the degree of the impact of each factor on customer satisfaction, especially the relationship between customer satisfaction and customer loyalty in Vietnamese mobile telecom sector where there have been the existence of the fierce competition, mature market and internationally integrated economy, ultimately struggling for market share and survival. The results indicated that each factor (service quality, brand image, price perception) has a positive impact on customer satisfaction at the different level as well as a significantly positive relationship between customer satisfaction and customer loyalty in mobile telecommunication industry in Vietnam. The results of this study are consistent with the findings and evidence in the extant literature. The study provides the important feedback from customers to mobile telecom suppliers. Research findings are expected to be marketing insights for Vietnamese mobile telecom managers so that they can develop the sound marketing strategies in today’s competitive and costly market.

The role of marketing communication mix on Korean customers' coffee shop brand evaluations

2020 ◽  
Vol 3 (3) ◽  
pp. 291-309 ◽  
Author(s):  
Soon-Ho Kim ◽  
Seonjeong Ally Lee
Keyword(s):  
Brand Loyalty ◽  
Brand Image ◽  
Marketing Communication ◽  
Brand Identification ◽  
Coffee Shop ◽  
Brand Love ◽  
Content Type ◽  
Brand Evaluations ◽  
Advertising Spending

PurposeThis study investigates relationships among components of the marketing communication mix, brand identification, brand image, brand love and brand loyalty. The focus of this study is advertisement spending, customers' attitudes toward the advertisement, monetary promotion and non-monetary promotion as marketing communication mix elements.Design/methodology/approachProposed relationships are investigated with 683 previous coffee shop customers, based on a cross-section, online, self-administered survey in South Korea.FindingsResults identify advertising spending, attitude toward the advertisement, monetary promotion, and non-monetary promotion play key roles in influencing brand identification; however, they do not influence brand image. Both brand identification and brand image further influence brand love on brand loyalty.Originality/valueThis study is the first to investigate the marketing communication mix elements in a coffee shop context.

Rational and emotional factors of customer satisfaction and brand loyalty in a business-to-business setting

2017 ◽  
Vol 32 (1) ◽  
pp. 138-152 ◽  
Author(s):  
Marc Elsäßer ◽  
Bernd W. Wirtz
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Brand Loyalty ◽  
Success Factors ◽  
Brand Image ◽  
Complex Model ◽  
Content Type ◽  
Emotional Factors ◽  
Business Setting ◽  
Business To Business

Purpose Reaching customer satisfaction and brand loyalty in a business-to-business setting is still an area of rising interest to both researchers and practitioners. Compared to consumer branding, there is notably very little known about the success factors of industrial branding and how to convince buyers rationally and emotionally in business-to-business markets. Therefore, this paper aims to examine the success factors of branding in a business-to-business setting and analyze their performance impact on customer satisfaction and brand loyalty. Design/methodology/approach In total, 258 buyers of mechanical and plant engineering companies participated in an online survey. Data analysis was performed by using confirmatory factor analysis and structural equation modeling. Findings The results reveal that rational brand quality consists of the three dimensions, product quality, service quality and distribution quality, whereas consistent advertising style, brand image, country-of-manufacture image and salesperson’s personality are dimensions of emotional brand associations. All dimensions positively influence customer satisfaction and brand loyalty. Originality/value This study offers a certain value compared to the relevant literature mentioned in literature review. Compared to a large majority of the papers, the integration of rational and emotional factors in an integrative and complex model implies novelty. For example, Davis et al. (2008) and Baumgarth and Binckebanck (2011) focus on specific exogenous factors in their studies, namely, brand awareness and brand image, respectively, sales force impact combined with product quality and non-personal communication. In contrast, Van Riel, Pahud de Mortanges and Streukens (2005), Chen et al. (2011) and Chen and Su (2012) conceptualized a more complex model but did not separate rational and emotional factors. Jensen and Klastrup (2008) were the only authors who made this separation, but they did not include well-known emotional success factors such as brand image or country-of-manufacture image in their research model. Furthermore, an endogenous causal chain representing an observable consumer behavior is missing. This paper fills this gap.

Relationship among Interpersonal Relationship, Customer Satisfaction and Brand Loyalty in Fashion Retailing Industry

2015 ◽  
Vol 19 (1) ◽  
pp. 65-72 ◽  
Author(s):  
S.L. Hui ◽  
Rachel W.Y. Yee
Keyword(s):  
Customer Satisfaction ◽  
Interpersonal Relationships ◽  
Brand Loyalty ◽  
Interpersonal Relationship ◽  
Effective Means ◽  
Purchase Decisions ◽  
Frontline Employees ◽  
Customer Contact ◽  
Recent Emergence ◽  
The Impact

Due to the recent emergence of numerous retail options, the fashion market has become more competitive. Consumers are offered more products choices for their purchase. This has created significant challenges to fashion retailers in attracting new and retaining existing customers. This research proposes that an interpersonal relationship between employees and customers is an effective means for companies to influence the purchase decisions and experiences of customers. We have conducted an empirical study to investigate the impact of interpersonal relationships on customer satisfaction and brand loyalty in the casual wear market. Our findings show that trust in an interpersonal relationship between customer-contact employees and customers has a positive effect on customer satisfaction, which in turn, leads to brand loyalty. We suggest that fashion retailers provide training programs to equip frontline employees with professional skills that deal with issues involved in interpersonal relationships. This is an effective means that help customer-contact employees master the necessary skills to satisfy customer needs and retain customers.

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