Tác động của lợi ích thương hiệu Xmen đến sự hài lòng của khách hàng (The Impact of X-men Brand Image Interest on Customer Loyalty Intention)

2013 ◽  
Author(s):  
Giao Ha Nam Khanh
Keyword(s):  
Customer Loyalty ◽  
Brand Image ◽  
Loyalty Intention ◽  
The Impact

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.

Customer participation, value co-creation and customer loyalty: evidence from Umrah travel agencies in Indonesia

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ali Mursid ◽  
Cedric Hsi-Jui Wu
Keyword(s):  
Customer Loyalty ◽  
Brand Image ◽  
Employee Performance ◽  
Customer Participation ◽  
Equation Modeling ◽  
Content Type ◽  
Service Employee ◽  
Hedonic Value ◽  
Service Brand ◽  
The Impact

Purpose This study aims to elucidate customer participation and value co-creation in enhancing customer loyalty in the context of Umrah travelers. First, it identifies the antecedents of Umrah travelers’ participation including service brand image, service employee performance and willingness to customize. Second, this study explores the impact of Umrah travelers’ participation in Umrah travelers’ loyalty. Finally, it explores co-creation value (hedonic, refreshment and price) and Umrah travelers’ satisfaction emerging in the relationship between Umrah travelers’ participation and Umrah travelers’ loyalty. Design/methodology/approach The survey draws its respondents from Umrah participants in Central Java Province, Indonesia, using the purposive sampling method with 459 samples. Data analysis used confirmatory factor analysis and structural equation modeling. Findings The results reveal that service brand image, service employee performance and willingness to customize significantly affect Umrah travelers’ participation. Umrah travelers’ participation has an insignificant effect on Umrah travelers’ loyalty; conversely, Umrah travelers’ participation has a significant effect on co-creation value (hedonic value, refreshment and price). Only the price of the co-creation value has a significant effect on Umrah travelers’ loyalty, while hedonic value and refreshment value do not. Finally, Umrah travelers’ participation directly affects Umrah travelers’ satisfaction, and, in turn, Umrah travelers’ satisfaction impacts Umrah travelers’ loyalty. Originality/value This study attempts to elucidate the theory of customer participation and value co-creation in the Umrah travelers setting. It identifies the factor determiner of customer participation from the professional aspects of the company, namely, service brand image, service employee performance and willingness to customize. This study explored the importance of value co-creation and customer satisfaction in enhancing customer loyalty.

An Empirical Study of Convenience of Online Services and Purchases

2020 ◽  
Vol 17 (9) ◽  
pp. 4627-4634
Author(s):  
Amgad S. D. Khaled ◽  
Khalid Mohammed Alomari ◽  
Khaled (M,K) Ismail AlshakeTheep ◽  
Abdullah Mohammed Mahdi Ahmed
Keyword(s):  
Empirical Study ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Point Of View ◽  
Primary Data ◽  
Consumer Loyalty ◽  
Purchasing Behavior ◽  
Service Convenience ◽  
Loyalty Intention ◽  
The Impact

The research provides a substantial reference from a retail point of view, considering the significance of service convenience, and it impact on customer loyalty, loyalty intention and customer’s trust with the services. The research provides a substantial reference from a retail point of view, considering the significance of service promotion, to the impact of service comfort on consumer purchasing behavior. It is a primary data research where data was collected through questionnaire and for analysis purpose AMOS and SPSS softwares have been used. A convenient sampling method was applied to select the convenience goods customers. This was done by randomly selecting respondents. The member’s examples were taken from Aurangabad, Banaras, Aligarh, Delhi and NCR locale. Different tools has been taken in this study. The study found that trust in e-retailing doesn’t affect dependability aim, which is not at all like past investigations. The study conclude that consumer loyalty doesn’t prompt the reliability aim of clients. The current examination has an extraordinary commitment in the arena of the post-buy conduct of the clients in the e-retailing division. The study is useful to e-commerce retailers who provide help in India. It helps to develop the administration and the strategies used to keep customers steady and productive.

scholarly journals BRAND IMAGE, CUSTOMER TRUST, AND CUSTOMER LOYALTY TOWARDS WILLINGNESS TO PAY OF SPORTS APPAREL DURING PANDEMIC COVID-19 IN INDONESIA

2021 ◽  
Vol 8 (1) ◽  
pp. 57-71
Author(s):  
Dr. Dewi Tamara ◽  
Michael Hartanto ◽  
M. Tubagus Rizky ◽  
Ivan Cahyaputra
Keyword(s):  
Willingness To Pay ◽  
Customer Loyalty ◽  
Brand Image ◽  
Time Frame ◽  
Partial Least Square ◽  
Least Square ◽  
Confirmatory Factor ◽  
Customer Trust ◽  
The Impact ◽  
The Relationship

As an effort to identify the underlying determinants of willingness to pay, this study seeks to examine brand image, customer trust, and customer loyalty that impacts directly on willingness to pay during the 2020 COVID-19 pandemic time frame. This study also seeks to identify the impact of customer trust and brand image towards willingness to pay though customer loyalty and to identify the indirect impact of customer trust and brand image towards willingness to pay during the 2020 COVID-19 pandemic time frame. Using a convenient sampling method, someone who ever bought some sports apparel during this COVID-19 pandemic were selected as the sample. Out of 230 distributed, 171 useful questionnaires were returned. Confirmatory factor analysis and path analysis were conducted using partial least square equation modelling. The results of this study showed that the willingness to pay of sports apparel during the pandemic covid 19 in Indonesia was influenced by the customer trust and customer loyalty but not significantly influenced by the brand image. This study has a different research originality by researching the relationship between brand image, customer trust, customer loyalty and willingness to pay of any sports apparel during a specific time frame of the 2020 COVID-19 Pandemic, also the impact of brand image and customer trust towards willingness to pay were a rare relation of a research.

scholarly journals The Effects of Brand Image on Customer Satisfaction and Loyalty Intention in Retail Super Market Chain UK

2015 ◽  
Vol 2 (1) ◽  
pp. 9-26 ◽  
Author(s):  
Ramesh Neupane
Keyword(s):  
Customer Satisfaction ◽  
Sample Size ◽  
Customer Loyalty ◽  
Large Scale ◽  
Brand Image ◽  
Small Sample ◽  
Large Sample Size ◽  
Positive Effects ◽  
Loyalty Intention ◽  
Customer Satisfaction And Loyalty

The main purpose of this research is to examine the effects of brand image on customer satisfaction and loyalty intention. It also examines the relationships between the brand image and customer satisfaction, brand image and loyalty intention as well as customer satisfaction and loyalty intention on the context of retail supermarket chain in UK. The hypotheses were formed on the basis of existing literatures and data was collected to test the hypotheses so it is deductive research. The survey strategy is used to collect information from the customers of the main six retailers based on London through structured closed ended questionnaires at a point of time and so it is cross-sectional research. A sample of 120 customers was selected through convenience sampling technique. The statistical and mathematical tools such as percentage analysis, correlation and regression analysis are used for data analysis through SPSS 20.This study asserts that the overall brand image has significant effects (P = 0.000 and β = 0.880) on customer satisfaction. Similarly, the overall brand image has significant effects (p = 0.000 and β = 0.780) on overall customer loyalty intention; and also customer satisfaction has significant positive effects (p = 0.000 and β = 0.859) on customer loyalty intention in an organisation.However, this study considered just five variables of brand image and five variables of customer satisfaction. There may have other important factors which may influence the findings. A small sample size of just 120 customers from just six stores of the main retailers may not represent the vision of all retail customers. Thus, it is recommended that a large scale research with more variables, large sample size with more stores from different parts of the UK to validate these findings.DOI: http://dx.doi.org/10.3126/ijssm.v2i1.11814 Int. J. Soc. Sci. Manage. Vol-2, issue-1: 9-26 

Do perceived CSR initiatives enhance customer preference and loyalty in casinos?

2014 ◽  
Vol 26 (7) ◽  
pp. 1024-1045 ◽  
Author(s):  
Matthew Tingchi Liu ◽  
Ipkin Anthony Wong ◽  
Chu Rongwei ◽  
Ting-Hsiang Tseng
Keyword(s):  
Customer Loyalty ◽  
Mediating Effect ◽  
Brand Preference ◽  
Convenience Sample ◽  
Content Type ◽  
Csr Strategies ◽  
Loyalty Intention ◽  
Questionnaire Surveys ◽  
The Impact ◽  
The Relationship

Purpose – This study aims to investigate how perceptions associated with corporate social responsibility (CSR) initiatives influence customers’ preference and loyalty in a controversial consumer market. The mediating effect of brand preference between perceived CSR initiatives and customer loyalty is also examined. Design/methodology/approach – The methodology in the current study involves the use of questionnaire surveys delivered to a convenience sample in the city of Macau in 2012. A total of 616 valid samples were collected among casino players in a high bet limit area in six major casinos. Regression analysis was used to test the hypotheses formulated for carrying the study forward. Findings – The findings indicated that customers’ brand preference can be enhanced by their perceptions on CSR. Two CSR initiatives (stakeholders and society) significantly increase loyalty intention, although to varying degrees. The impact of CSR on stakeholders has a stronger influence on customers’ brand preference. Another important finding of the current study is the fact that brand preference is a partial mediator of perceived CSR initiatives and customer loyalty. Research limitations/implications – This study verified the relationship among CSR initiatives perception, brand preference and loyalty intention in the context of the Macau gaming industry. Perceived CSR initiatives enhance customer loyalty. Additionally, this study found a partial mediating effect of brand preference between CSR perception and customer loyalty. Practical implications – Customer loyalty can be enhanced with companies’ appropriate investments in social responsibilities. Although a socially responsible brand image of a company is not guaranteed to be a competitive advantage that attracts more premium customers, there is a general consensus that it may result in the latter with appropriate CSR strategies involving the greatest attention directed toward improving stakeholders’ interests. From the marketing perspective, retaining premium customers with a higher brand preference level is a key to both long-term competitiveness and profitability. Originality/value – This study investigates how premium customers’ perceived CSR initiatives of a casino influence their loyalty intention, and also examines how brand preference, as a mediator, influences the relationship between perceived CSR and loyalty intention. Extending the realm of CSR study to understand the linkage between CSR and customer behaviors is also important because multiple theories predict different benefits, and assessing the value of CSR, therefore, requires multiple approaches. Finally, evidence from the research is significant for researchers and practitioners, especially when working on conflicting issues.

scholarly journals Company brand and customer loyalty under stakeholder management: A study of telecommunication companies in Jordan

2019 ◽  
Vol 16 (4) ◽  
pp. 45-55
Author(s):  
Nafez Nimer Ali ◽  
Mahmoud Allan ◽  
Maha Roshdi Baker
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Analytical Approach ◽  
Brand Image ◽  
Stakeholder Management ◽  
Related Factors ◽  
Convenience Sample ◽  
Telecommunication Companies ◽  
The Impact ◽  
Telecommunications Companies

The present study aimed to identify the impact of brand-related factors (brand image, credibility, accessibility and service quality) on customer loyalty in Jordanian telecommunication companies (i.e. Zain, Orange and Umniah). The present study adopts a descriptive analytical approach. The population of the present study consists from all the customers of Jordanian telecommunications companies. A convenience sample of 500 customers in Amman was selected. A questionnaire is used to collect data, 385 questionnaire forms were retrieved. It is concluded that brand image, credibility, accessibility, and service quality have a statistically significant impact on customer loyalty to the Jordanian telecommunication companies. Also, it is concluded that respondents are highly aware about the significance of the examined brand-related factors. In addition, it is concluded that brand image has a weak significant impact on customer loyalty to the Jordanian telecommunication companies

scholarly journals Analyzing the Moderating Effect of Perceived Brand Image in Creating Customer Loyalty: A Case of Indian Telecom Industry

YMER Digital ◽  
2022 ◽  
Vol 21 (01) ◽  
pp. 226-240
Author(s):  
Sasmita Pattnaik ◽  
◽  
Uma Sankar Mishra ◽  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Cell Phone ◽  
Structural Equation Models ◽  
Service Providers ◽  
Brand Image ◽  
Service Business ◽  
Study Results ◽  
The Impact

Service providers in Indian telecommunication industry are now facing lots of challenges for their sustainability in tough competition because of varying wants of customers. Provision of quality service, initiatives of public relationship programmes, and generation of timely customer satisfaction are now of major concerns. In addition to these, positioning a proper brand image in customers’ mindset is equally important. The present study investigates all these factors of service business concerns to know the key determinants of achieving appropriate customer loyalty. Around 214 numbers of cell phone users were surveyed through a structured tested questionnaire in the state of Odisha, India and then all collected responses were analyzed through structural equation models. Study results showed that perception on public relation moderated by brand image has no role in creating customer loyalty. Again, after introduction of brand image as moderator, the impact of service quality on customer satisfaction becomes insignificant. However, customer satisfaction plays a major role in the variation of customer loyalty.

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