Salesperson Customer Orientation as an Antecedent to Customer Loyalty: An Exploratory Study

2015 ◽  
Author(s):  
Neha Bhardwaj ◽  
Anupama Vohra
Keyword(s):  
Customer Loyalty ◽  
Exploratory Study ◽  
Customer Orientation

The Antecedents and Consequences of Customer Engagement: An Exploratory Study on the Mobile Business in Thailand

2016 ◽  
Vol 17 (2) ◽  
pp. 41-58
Author(s):  
Theingi ◽  
Suchira Phoorithewet ◽  
Yunmei Wang ◽  
Sikankaew Panthongprasert
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Exploratory Study ◽  
Mobile Network ◽  
Switching Behavior ◽  
Customer Engagement ◽  
Buying Behavior ◽  
Mobile Business ◽  
Antecedents And Consequences

This study explores the antecedents and consequences of customer engagement behaviors in the Thai mobile network business. This study found that the approach to switching behavior and cross-buying behavior is connected to customer loyalty behaviors. However, the spending behaviors of customers may not be a good indicator of customer loyalty in the mobile network business because those who do not have the intention to switch to another brand do not necessarily increase their spending. In addition, most respondents are concerned with competitive promotional packages, which influence customer engagement behaviors. Hence, it was proposed that service quality and competitive promotional packages are antecedents to customer engagement behaviors and all these factors are important in explaining customer loyalty toward mobile network providers in Thailand.

Shopbot banking: an exploratory study of customer loyalty effects

2001 ◽  
Vol 19 (4) ◽  
pp. 146-155 ◽  
Author(s):  
Per E. Pedersen ◽  
Herbjørn Nysveen
Keyword(s):  
Customer Loyalty ◽  
Exploratory Study

scholarly journals A framework for measuring customer loyalty for 3PL industry: a case of evolving market

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Waqar Ahmed ◽  
Arsalan Najmi ◽  
Simonov Kusi-Sarpong ◽  
Sharfuddin Ahmed Khan ◽  
Asad Khushal ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Customer Orientation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Content Type

PurposeThis research aims to propose a framework for measuring customer loyalty for third party logistics (3PL) industry by exploring the attributes that are more attractive to customers and ascertain the mechanisms for increasing customer loyalty in 3PL industry.Design/methodology/approachData were collected from one hundred and thirty-three (133) respondents who were employees of different industries that outsource 3PL services. The partial least square structural equation modeling (PLS–SEM) was deployed for analysis.FindingsThe results showed that service quality has a significant positive impact on customer orientation, customer satisfaction and relationship quality. On the other hand, customer orientation has been observed to positively impact customer satisfaction but an insignificant impact on customer loyalty and relationship quality. Customer satisfaction has a significant positive impact on relationship quality but an insignificant impact on customer loyalty. Also, relationship quality has a significant positive impact on customer loyalty.Practical implicationsThe results recommend that 3PL companies' managers focus more on developing quality relationships with their customers, delivering exemplary service quality and offering customer orientation.Originality/valueThis study will help the stakeholders gain much more understanding and insights on how competitive advantage can be achieved and, consequently, help 3PL become the market leaders.

scholarly journals Effectiveness of Brand Management Key Elements in Forming Consumer Loyalty

2019 ◽  
Vol 4 (1) ◽  
pp. 47
Author(s):  
Catur Sugiarto ◽  
Pram Suryanadi
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Management ◽  
Customer Orientation ◽  
Great Influence ◽  
Equation Modeling ◽  
Brand Commitment ◽  
Competitive Strength ◽  
Brand Innovativeness

The competitive strength of companies in the current era of global trade is largely determined by the company's ability to manage their brands. The implementation of an effective brand management strategy was proven to have an impact on the formation of competitive advantage through a form of commitment and customer loyalty to the company's brand. This study aims to examine the role of key elements of brand management in shaping customer loyalty. The quantitative study was conducted in order to investigate the effect of brand innovativeness, brand customer orientation, brand self-relevance, and brand social responsibility on brand commitment. 252 responses from Indonesian respondents were collected and then analyzed with Structural Equation Modeling (SEM). The results prove that the four key elements of brand management have a great influence on the formation of brand commitment and loyalty.

scholarly journals The Effect of Hairdresser's Job Crafting on Customer Orientation and Work Performance

2021 ◽  
Vol 27 (6) ◽  
pp. 1427-1436
Author(s):  
HyeJeong Nam ◽  
YongMi Jin
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Work Performance ◽  
Customer Orientation ◽  
Marketing Strategies ◽  
Job Crafting ◽  
Beauty Salon ◽  
Information Reliability ◽  
Using Data ◽  
Selection Factors

This study aims to understand the effect of salon selection factors on customer satisfaction and customer loyalty through SNS to provide marketing strategies to increase salon profits through SNS. In the SPSS 21.0 program, frequency analysis, factor analysis, reliability analysis, and multiple regression analysis were performed using data from the final 301 part of the questionnaire. The results of the survey are as follows. First of all, the characteristics of SNS were universal and tangible, divided into information, reliability, and beauty salon options. In addition, customer satisfaction and customer loyalty are divided into a single dimension. Second, it was reported that the more the latest information on SNS characteristics is recognized, the higher the customer satisfaction and customer loyalty are. Third, it was found that the more reliable objective information on the factors for selecting beauty salons through SNS was recognized, the higher customer satisfaction and customer loyalty were. Taken together, it is expected that a differentiated education system through SNS will be introduced, and sales will improve by positively affecting customer satisfaction and customer loyalty. In subsequent studies, more reliable studies are expected to be conducted through age diversification and segmentation of various variables.

scholarly journals The Influence of Customer Relationship Management (CRM) Indicators on Customer Loyalty of Sharia Based Banking System

2020 ◽  
Vol 5 (1) ◽  
pp. 84-92
Author(s):  
Adelina Lubis ◽  
Ritha Dalimunthe ◽  
Yeni Absah ◽  
Beby Karina Fawzeea
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Customer Orientation ◽  
Banking System ◽  
Relationship Management ◽  
Customer Relationship ◽  
Islamic Banking ◽  
Customer Knowledge ◽  
Customer Empowerment ◽  
North Sumatra

Objective – The purpose of this research is to determine whether CRM (Customer Relationship Management) indicators, namely complaint resolution, customer orientation, customer empowerment and customer knowledge affect the loyalty of sharia bank customers in North Sumatra. Methodology/Technique – The sample of this study is 120 Islamic banking customers in North Sumatra, namely customers at PT. BNI Syariah Tbk, PT. Bank Syariah Mandiri Tbk and PT. BRI Syariah Tbk. The analytical method used is multiple linear regression analysis. Findings – The results of this study are as partial complaint resolution, customer orientation, customer empowerment and customer knowledge variables have a significant effect on customer loyalty in Islamic Banking in North Sumatra and the hypothesis is accepted. The better CRM that is owned and implemented by Islamic Banking in North Sumatra will have an effect on increasing customer loyalty. Simultaneously complaint resolution, customer orientation, customer empowerment and customer knowledge variables significantly influence customer loyalty in Islamic Banking in North Sumatra and the hypothesis is accepted. Type of Paper: Empirical Keywords: Customer Relationship Management, customer loyalty. Reference to this paper should be made as follows: Lubis, A; Dalimunthe, R; Absah Y; Fawzeea, B.K. 2020. The Influence of Customer Relationship Management (CRM) Indicators on Customer Loyalty of Sharia Based Banking System. J. Mgt. Mkt. Review 5(1) 84 – 92 https://doi.org/10.35609/jmmr.2020.5.1(8) JEL Classification: M31, G21, M10

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