MALAYSIAN CAFÉ CULTURE: THE RELATIONSHIP BETWEEN CUSTOMER EXPERIENCE AND CUSTOMER SATISFACTION TOWARDS CONTEMPORARY Cafés

2017 ◽  
Vol 3 (2) ◽  
pp. 1528-1602
Author(s):  
Liew Vun Huang ◽  
Keyword(s):  
Customer Satisfaction ◽  
Customer Experience ◽  
Cafe Culture ◽  
The Relationship

scholarly journals The Mediating Role of Customer Experience on the Relationship between Online Shopping Determinants and Customer Satisfaction in Vietnam

2021 ◽  
pp. 5-8
Author(s):  
Anh Tuan Pham ◽  
◽  
Khashayar Yazdani
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Online Shopping ◽  
Technical Problem ◽  
Customer Experience ◽  
Equation Modeling ◽  
Sufficient Information ◽  
Mediating Role ◽  
The Relationship

The negative impacts of COVID-19 to every aspects of social-economic structure lead to the retail industry’s changes by shifting from traditional way to online shopping. Although Vietnam is potential market of e-commerce, there are still lots of barriers of online shopping to customer behaviour, especially how to improve the customer experience in purchasing process. Therefore, this paper analyses the mediating role of customer experience on the relationship between online shopping determinants such as: payment barrier, bad complaint resolve, slow delivery process, poor product quality, technical problem, and customer satisfaction in Vietnam. The online survey is conducted according to the related theories, relevant empirical evidence, and pilot study to collect reliable data from 360-400 respondents in Ho Chi Minh city and Ha Noi city. Some quantitative data analysis techniques are proposed and used in this study, including descriptive statistics, reliability, explanatory factor analysis, variance analysis, Pearson correlation analysis, confirmatory factor analysis, and structural equation modeling. For using them, the researcher expects that all factors have significant and negative effect on customer satisfaction through customer experience. By developing one of the first research attempt on pre-normal phase of COVID-19 pandemic, the researchers believes the marketers and top managers at e-commerce companies in Vietnam to have sufficient information about how their customers’ experience with online shopping platforms and related services.

Building customer loyalty in retail banking: a serial-mediation approach

2019 ◽  
Vol 38 (2) ◽  
pp. 456-484 ◽  
Author(s):  
Pallavi R. Kamath ◽  
Yogesh P. Pai ◽  
Nandan K.P. Prabhu
Keyword(s):  
Customer Satisfaction ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Family Income ◽  
Customer Experience ◽  
Retail Banking ◽  
Equation Modeling ◽  
Content Type ◽  
The Relationship

Purpose The purpose of this paper is to advance research on the relationship between customer experience and customer loyalty by exploring the serially mediating roles of brand equity and customer satisfaction and the moderating roles of age, gender, education and family income in the retail banking industry. Design/methodology/approach A total of 500 responses of retail banking customers were used to test the model using the partial least squares structural equation modeling approach. Advanced statistical techniques, such as importance-performance map analysis and a joint application of FIMIX-PLS and PLS-POS, were used to gain new insights. Findings The study highlighted that the relationship between customer experience and loyalty is serially mediated by brand equity and customer satisfaction. Age, gender and education were found to be significant moderators in the customer experience–loyalty relationship. Age and gender were found to be significant moderators in the brand equity–loyalty relationship. Practical implications The study strongly suggests that practitioners not only focus on delivering exceptional customer experiences but also on providing leverage brand equity and satisfaction to build customer loyalty. Practitioners should focus on training their front-line employees to improve the quality of their behavior and relations with customers and thereby build customer loyalty. Originality/value To the authors’ knowledge, this is the first study to explore the mediating role of several variables sequentially and the moderating role of customer demographics in the customer experience–customer loyalty relationship.

scholarly journals Retailer's Innovative Differentiation Method Based on Customer Experience: Focusing Mediating Effect of Omni-channel Shopper Type

2017 ◽  
Vol 21 (2) ◽  
pp. 37 ◽  
Author(s):  
Sangmin Lee ◽  
Tae-seon Lim
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Customer Experience ◽  
Mediating Effect ◽  
Survey Questionnaire ◽  
Differentiation Method ◽  
Customer Attitude ◽  
Survey Responses ◽  
The Relationship

<p><strong>Purpose:</strong> The purpose of this study is to examine the relationship between customer satisfaction and customer attitude by focusing on the mediating effect of Omni-channel shopper type.</p><p><strong>Methodology/Approach:</strong> A survey questionnaire was conducted by the consumer who purchased fashion clothing at SPA brand store in Daegu, Korea. Total of 364 survey responses were collected for data analysis.</p><p><strong>Findings:</strong> The study found that customer experience has been stimulated by experiential providers. It was also found that customer experience positively influenced on store attitude.</p><p><strong>Research Limitation/implication:</strong> This study limited the retail stores to SPA brand stores. Therefore, there had limitation in generalizing the results of this study in other types of retail industry.</p><p><strong>Originality/Value of paper:</strong> The study will be of benefit to both the scholars and marketing practitioners in terms of moderating effect of Omni-channel shopper types on consumer satisfaction.</p>

Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Pushpender Kumar ◽  
Anupreet Kaur Mokha ◽  
Subash Chandra Pattnaik
Keyword(s):  
Customer Satisfaction ◽  
Private Sector ◽  
Customer Relationship Management ◽  
Banking Industry ◽  
Relationship Management ◽  
Customer Experience ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Content Type ◽  
The Relationship

PurposeThe purpose of this paper was to examine the relationship between electronic customer relationship management (E-CRM) and customer satisfaction through the mediating role of customer experience in the banking industry.Design/methodology/approachThe data were collected from customers of 10 banks (5 public and 5 private sector banks) of Delhi, India. In total, 836 useable structured questionnaires were filled, and the data were analyzed using structural equation modeling (SEM) through AMOS.FindingsThe results revealed that customer experience mediated the relationship between E-CRM and customer satisfaction confirming well with the hypothesized model.Research limitations/implicationsThe model was tested in the domain of banking industry; future results may be conducted in different domains for improving generalizability. A comparative study between public and private sector banks in terms of E-CRM, customer experience and customer satisfaction could also be conducted.Originality/valueThe study was the first to unequivocally analyze the influence of the E-CRM on customer satisfaction through customer experience in the banking industry. The study also introduced stimulus-organism-response (S-O-R) model as a theoretical support to associate E-CRM to customer satisfaction through customer experience. Thus, this study will enhance the current knowledge base and will also aid E-CRM managers amid decision-making process.

Understanding the customer experience-loyalty link: A moderated mediation model

2019 ◽  
pp. 51-69
Author(s):  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Customer Satisfaction ◽  
Online Survey ◽  
Moderated Mediation ◽  
Customer Experience ◽  
Mediating Role ◽  
Moderated Mediation Model ◽  
Grocery Retailing ◽  
Shopping Enjoyment ◽  
The Relationship

Multiple studies have focused on Customer Experience and its relationship with Customer Loyalty. Despite such attention, two research gaps are still open with reference to the Experience-Loyalty link: the mediating role of Customer Satisfaction and the moderating role of consumer characteristics. This study employs a moderated mediation analysis of the relationship between Customer Experience and CustomerLoyalty by including Customer Satisfaction as a mediator and Shopping Enjoyment as a moderator. An online survey on almost three thousand consumers is run with reference to grocery retailing. Results show the role of Customer Satisfaction as a mediator. Shopping Enjoyment interacts with the Negative Affective Customer Experience dimension in its relationship with Customer Satisfaction.

scholarly journals The Impact of Perceived Ease of Use towards Perceived Enjoyment and Customer Experience to Customer Satisfaction and Repurchase Intention (Case Study Among Spotify Premium Users)

2020 ◽  
Vol 8 (2) ◽  
Author(s):  
Fidiyah Cutriani Sari
Keyword(s):  
Customer Satisfaction ◽  
Customer Experience ◽  
Ease Of Use ◽  
Repurchase Intention ◽  
Perceived Ease Of Use ◽  
Perceived Enjoyment ◽  
Music Distribution ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The purpose of this research is to analyze the impact of Perceived Ease of Use towards Perceived Enjoyment and Customer Experience to Customer Satisfaction and Repurchase Intention. The digital world offers many business opportunities to companies that run platforms turning web-users into subscribers. The high trend of digital music distribution affects music sales in the physical form, seen from the income which decreases from year to year. From this point we can see that it is undeniable Customer Satisfaction and Repurchase Intention plays an important factor in music streaming service. In this research, the data analysis method used is Structural Equation Model Partial Least Square (SEMPLS) method. To conduct analysis using PLS method, this research is using smartPLS 3.0 software.The hypothesis of the research are H1:Perceived Ease of Use has a positive effect to Perceived Enjoyment, H2: Perceived Ease of Use has a positive effect to Experience, H3: Perceived Enjoyment has a positive effect to Customer Experience, H4: Perceived Enjoyment has a positive effect to Customer Satisfaction, H5: Customer Experience has a positive effect to Customer Satisfaction, H6: Customer Satisfaction has a positive effect to Repurchase Intention. H7: Perceived Enjoyment mediates the relationship between Perceived Ease of Use and Customer Satisfaction. H8: Customer Experience mediates the relationship between Perceived Ease of Use and Customer Satisfaction. H9: Customer Satisfaction mediates the relationship between Perceived Enjoyment and Repurchase Intention. H10: Customer Satisfaction mediates the relationship between Customer Experience and Repurchase Intention. The result of this research shows that H1, H3, H4, H5, H6, H7, H9 and H10 are accepted but H2 and H8 are rejected.Keyword: Perceived Ease of Use, Perceived Enjoyment, Customer Experience, Customer Satisfaction, Repurchase IntentionReferences:Traver, L. &. (2017). E-Commerce 2017, 13th Edition. Pearson.McCourt T., & P., B. (2003). When Creators, Corporations and Consumers Collide: Napster and The Development of On-line Music Distribution. Media, culture & society 25(3), 333-350.Viviero, & Nakano. (2008). Cadeia de produção da indústria fonográfica e as gravadoras independentes.Davis F D, Bagozzi R P, & R., W. P. (1992). .Extrinsic and Intrinsic Motivation to Use Computers in the Workplace. Journal of Applied and Social Psychology, 22(14):1111-1132.Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. IT usefulness and ease of use, 4.Lovelock, C., & Wright., H. L. (2011). Manajemen Pemasaran Jasa. Jakarta: PT. Indeks (Gramedia Group).Lu, C. L., Chang, H.-H., & Yu, S.-T. (2013). Online Shoppers: Perceptions of E-retailers’ ethics, cultural orientation, and loyalty. An Exploratory study in Taiwan, Internet Research, and Vol. 23 Issue: 1,, 47-68.Kotler, P., & Keller, K. L. (2012). Marketing Management. Harlow, Boston MA: Pearson Education.Sugiyono. (2014). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif, dan R&D

scholarly journals Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations

2020 ◽  
Vol 12 (18) ◽  
pp. 7436 ◽  
Author(s):  
Xue-Liang Pei ◽  
Jia-Ning Guo ◽  
Tung-Ju Wu ◽  
Wen-Xin Zhou ◽  
Shang-Pao Yeh
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Rapid Development ◽  
Customer Experience ◽  
Positive Influence ◽  
Sustainable Competitive Advantage ◽  
Product Experience ◽  
Customer Experience Management ◽  
The Relationship

With the rapid development of online shopping and traditional physical store shopping interweaving to form different shopping situations, customer experience has gradually become the main source of retailers’ sustainable competitive advantage through differentiation. Retailers need to continuously improve customer experience in different shopping situations to maintain long-term sustainable customer satisfaction and achieve sustainability. The study aims to examine what kind of shopping situations will influence customer experience and customer satisfaction. A total of 288 questionnaires were collected from two different shopping situations (146 questionnaires from physical stores were collected in five cities in China and 142 online questionnaires were collected from 21 provinces in China), and multiple regression analysis was adopted to test the hypotheses. As a result, we found that customer experience with staff service, shopping environment, and shopping procedure has a positive influence on customer satisfaction. Different shopping situations significantly moderate the relationships among customer experience with the shopping environment, product experience, and customer satisfaction but rarely influence customer experience with staff service and service procedures. Finally, gender significantly moderates the relationship between customer experience and customer satisfaction in different shopping situations. This study theoretically reveals the relationship between customer experience and satisfaction in different shopping situations and provides practical suggestions for retailers to form differentiated sustainable competitive advantage through customer experience management.

scholarly journals The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking

2021 ◽  
Vol 5 (2) ◽  
pp. 143-151
Author(s):  
Suryari Purnama ◽  
Andyani Sukmasari ◽  
Rahul Bhandari
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Method ◽  
Customer Experience ◽  
Online Transactions ◽  
Data Processing Method ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

This study aims to determine the role of religiosity as mediation in the relationship between online transactions and customer satisfaction and loyalty in Sharia banking in the Jakarta area. The population of this research is all sharia banking customers in Jakarta. The number of samples in this study was 175 Sharia banking customers in Jakarta by sampling purposive sampling method. The data processing method used is Structural Equation Modelling. The results showed: 1) there is no effect of failure on the experience of online transactions in Sharia banking; 2) there is an effect of service recovery on the customer experience of online transactions in Sharia banking; 3) there is an influence of customer experience on customer satisfaction in online transactions in Sharia banking; 4) there is an effect of customer satisfaction on customer loyalty using online transactions in Sharia banking; 5) customer religiosity moderates between customer experience to satisfaction using online transactions; 6) Customer religiosity moderates the satisfaction of customer loyalty using online transactions in Sharia banking.

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

2018 ◽  
Vol 13 (Number 2) ◽  
pp. 67-77
Author(s):  
Anis Syamimi Abd Rahim ◽  
Mohd Norhasni Mohd Asaad
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Research Questions ◽  
Spss Software ◽  
The Relationship ◽  
Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

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