scholarly journals The Impact of Switching Costs on Customer Loyalty: A Study among Customers of Mobile Telephony

2008 ◽  
Vol 1 (1) ◽  
pp. 39-59
Author(s):  
Allan Ricki ◽  
Andreas Raharso
Keyword(s):  
Customer Loyalty ◽  
Switching Costs ◽  
Critical Issue ◽  
Mobile Service ◽  
Business System ◽  
Doing Business ◽  
Rapid Changes ◽  
The Impact ◽  
Mobile Telecom

The conditions for doing business are changing rapidly. In last few years the mobile telecom market has witnessed a substantial growth and rapid changes globally as well as domestically. Customer loyalty is a critical issue in the success of any business system, for this reason, the main condition for protecting the subscriber base is to win customer loyalty, a key necessity for the maintenance of a brand’s life in the long term. To achieve this aim, customer loyalty must be measured and “switching costs” identified. The latter render subscribers’ preference for rival operator more expensive. In this connection, this study aim is to measure the impact of switching costs on customer loyalty, and the direct and indirect of “switching costs” on customer loyalty. For doing so, a survey has been performed on customers of the prepaid and postpaid mobile service operator in Indonesia, questionnaire were distributed among them and the results analyzed base upon the proposed research questions and hypotheses, and finally the conclusions and implications were made.

Corporate social responsibility and financial performance: bidirectional relationship and mediating effect of customer loyalty: investigation in Sweden

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Abir Hichri ◽  
Moez Ltifi
Keyword(s):  
Corporate Social Responsibility ◽  
Financial Performance ◽  
Customer Loyalty ◽  
Mediating Effect ◽  
Content Type ◽  
Global Context ◽  
Bidirectional Relationship ◽  
Corporate Social ◽  
The Impact

Purpose The study is based on a hybrid model composed of accounting and business data and is amongst the first to test the impact of corporate social responsibility (CSR) performance on the financial performance of the company, as well as the impact of financial performance on CSR performance. The bidirectional logic chosen by the study is rarely adopted in the global context and has never been tested in the Swedish context. Moreover, the purpose of this paper is to test the mediating effect of customer loyalty on the company’s CSR performance-financial performance relationship to assess this effect over the long term. This design has been neglected in previous studies. Design/methodology/approach Data was collected from a sample of 110 Swedish companies during the period 2009–2019. This study collects the data from the Thomson Reuters Eikon database. A multiple regression analysis was performed to test the hypotheses. Findings The results confirmed the bidirectional relationship between CSR performance and company financial performance. This means that CSR performance positively influences the company’s financial performance. Similarly, financial performance positively influences the company’s CSR performance. Moreover, customer loyalty has a positive and significant mediating effect on the company’s CSR performance-financial performance relationship. Originality/value This study adds several inputs. The first contribution of the research is to test a hybrid model composed of accounting and commercial data. This model is amongst the first to test the impact of CSR performance on the financial performance of the company and the impact of financial performance on CSR performance. The second contribution is the bidirectional logic chosen by the study which is rarely adopted in the global context and has never been tested in the Swedish context. The third contribution is to test the mediating effect of customer loyalty on the company’s CSR performance-financial performance relationship to assess this effect over the long term. This design has been neglected in previous studies. The fourth contribution is the choice of the field of investigation for the reliability of the data used and the generalisation of the results obtained.

scholarly journals PERAN MODERASI PERCEIVED CORPORATE SOCIAL RESPONSIBILITY DALAM PENGARUH TRUST TERHADAP LOYALITAS DAN REPURCHASE INTENTION PADA AIR MINUM DALAM KEMASAN MEREK AQUA DI SURABAYA

2017 ◽  
Vol 9 (2) ◽  
Author(s):  
Christina Esti Susanti
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Repurchase Intention ◽  
Marketing Managers ◽  
Corporate Social ◽  
Customer Trust ◽  
The Impact

In recent business competition, marketing managers try to satisfying consumers and building stable-long term relationship between company and consumer. The relationship needs consumer’s trust to company. That is why marketing managers are interested in knowing the impact of trust, loyalty and corporate social responsibility (CSR) toward customer retention (repurchase intention) in order to develop the long term profitability of the company. The long term relationship with consumers results in profitability and also impacts of survival and company development. In other word, trust influences toward loyalty and consumer retention. In the same moment, it is not surprising that academicians and practitioner effort to understand trust, customer loyalty, repurchase intention and CSR. This research examines firstly, influence of customer trust toward customer loyalty. Secondly, the research examines influence of customer loyalty toward repurchase intention. Thirdly, the research examines the role of perceived CSR as a moderating variable on the influence customer trust toward customer loyalty. The packaged-drinking water Aqua is taken as the research context because the Aqua company have donated 10 litter clean water in East Indonesia for each of one litter consumer buying. The result of the research shows that perceived CSR play a strong and positive role of influencing trust toward loyalty. Otherwise, trust influences strongly toward loyalty and loyalty influences strong enough toward repurchase intention. The result is expected to give managerial benefit for Aqua Company and also theoretical development in marketing related to the moderation role of perceived CSR in the influence of trust toward loyalty and repurchase intention.

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.

scholarly journals IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

2019 ◽  
Vol 6 (1) ◽  
pp. 33-42
Author(s):  
Maria Anna Stefanie ◽  
Badikenita Sitepu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Distribution Method ◽  
Good Reputation ◽  
Customer Trust ◽  
The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

Long-term structural monitoring of multi-story RC structures, based on data extracted from ambient noise and earthquake vibrations

2021 ◽  
Author(s):  
Alexandru Tiganescu ◽  
Bogdan Grecu ◽  
Iolanda-Gabriela Craifaleanu ◽  
Dragos Toma-Danila ◽  
Stefan-Florin Balan
Keyword(s):  
Monitoring System ◽  
Ambient Noise ◽  
Critical Issue ◽  
Seismic Events ◽  
Noise Sources ◽  
Rc Structures ◽  
Infrastructure Monitoring ◽  
Human Operators ◽  
The Impact

<p>The impact of natural hazards on structures and infrastructures is a critical issue that needs to be properly addressed by both public and private entities. To better cope with seismic hazard and to mitigate the risk, long-term multi-sensor infrastructure monitoring represents a useful tool for acquiring information on their condition and vulnerability. However, the current increasing data volume collected using sensors is not suitable to be processed with classical standalone methods. Thus, automatic algorithms and decision-making frameworks should be developed to use this data, with minimum intervention from human operators. A case-study for the application of advanced methods is focused on the headquarters of the Institute for Atomic Physics, a 11-story reinforced concrete building, located near Bucharest, Romania. The instrumentation scheme consists of accelerometers installed at the basement, at an intermediate floor and at the top of the structure. The data were continuously recorded, starting with December 2013. More than 80 seismic events with moment magnitude, M<sub>W</sub>, larger than 3.8 were recorded during the monitoring period. The current study covers the long-term evolution and variation of dynamic parameters (one value per hour), based on both ambient noise sources and small and medium magnitude seismic events. The seasonal variation of these parameters will be determined, as well as their daily variation and the differences between values obtained from ambient noise and from earthquake-induced vibrations. Other atmospheric parameters (e.g. temperature, precipitation, wind speed) will be considered in future studies. The goal of the PREVENT project, in the framework of which the research is performed, is to collect multi-disciplinary data and to integrate them into a complex monitoring system. The current study achieved the first step, focusing on data from the seismic sensors and setting up the premises for a multi-sensor, multi-parameter, more reliable infrastructure monitoring system.  </p>

scholarly journals THE IMPACT OF LEADERSHIP STYLES ON EMPLOYEE TURNOVER IN THE ORGANIZATION

2019 ◽  
Vol 31 (1) ◽  
pp. 265-271
Author(s):  
Irena Ashtalkoska ◽  
Savo Ashtalkoski ◽  
Rozeta Nikolovska Belanek
Keyword(s):  
Leadership Styles ◽  
Employee Turnover ◽  
Business Environment ◽  
Practical Application ◽  
Rapid Changes ◽  
Important Practical Application ◽  
Developed World ◽  
The Impact

The development of human resources that finds an important practical application in enterprises from the developed world, account facts which refer to the conclusion that satisfaction of employee can greatly contribute to increasing productivity in enterprises and in states from whole world.Today, businesses are facing major challenges, resulting from rapid changes in technology, organizations and the overall business environment. These challenges include a number of aspects, such as economic, legal and regulatory issues, environmental and ethical dilemmas. That is exactly what imposes the need for effective leadership to lead the organization forward. Leadership is an influence on the behavior of others, so the leader directs employees towards the pursuit of goals. Here you can see the role of the leader, which is his help and support in dealing with the employee turnover in the organization.The purpose of this paper is not only highlighting the importance of the problem, but offering more adequate ways to manage employee turnover and developing the capacity of organizations for their long-term development.

scholarly journals Impact of Relationship Marketing on Customer Loyalty in Banking Sector of Pakistan

2021 ◽  
Vol 2 (2) ◽  
pp. 1-13
Author(s):  
NOUMAN SAEED ◽  
DR. NAIMAT ULLAH KHAN
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Customer Base ◽  
Intense Competition ◽  
Long Run ◽  
Turn Over ◽  
Positive Word Of Mouth ◽  
The Impact

This study is a contribution towards marketing literature by analyzing the impact of Relationship Marketing (RM) on Customer Loyalty. Every business organization tries to attract and retain customers for a longer period of time. In recent years an intense competition in banking sector of Pakistan is witnessed as the industry has stretched and become very competitive, where retaining customers in long run become important for every bank. Relationship marketing emphasizes on the continuity of long term relationship with the patrons. Numerous marketing strategies have been employed by banking sector to increase customer base, reduce turn over and to spread positive word of mouth of product and services. The aim of this study is to investigate the impact of relationship marketing practices such as (Trust, Commitment, Communication, Competence and Customer Satisfaction) on customer loyalty in Banking Sector of Pakistan. For this purpose, data is collected with the help of 150questionnaires across Pakistan. Statistical analysis is performed on the data using multiple regression analysis and reliability test. The results of the study show that all the five constructs of relationship marketing (mentioned above) have significant and positive relationship with customer loyalty. The factors are proved to be significant drivers of customer loyalty in banking sector of Pakistan. The study recommends that for retaining long-run customer loyalty, banks should consider relationship marketing as a core strategy. Hence, relationship marketing is important for banks to survive and excel in current intense competition.

scholarly journals Antecedents Of Customer Loyalty In The Retailing Sector: The Impact Of Switching Costs

2015 ◽  
Vol 31 (2) ◽  
pp. 371 ◽  
Author(s):  
Valentina Stan
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Framework ◽  
Customer Loyalty ◽  
Switching Costs ◽  
Perceived Value ◽  
Moderating Effect ◽  
Store Image ◽  
Strong Impact ◽  
The Impact ◽  
The Relationship

<p class="default">The objective of this work is to propose and test a conceptual framework that considers customer satisfaction, store image, perceived value and switching costs as antecedents of customer loyalty. In addition, we examine the moderating effect of switching costs in the relationship between loyalty and its antecedents. While customer satisfaction, store image and perceived value are important determinants of loyalty, switching costs have the same strong impact on customer loyalty as satisfaction. The findings prove that switching costs have a moderating effect on the relationship between store image and loyalty, as well as between perceived value and loyalty.</p>

scholarly journals Modeling the management process in the function of long-term goal fulfillment in Croatian companies

Notitia ◽  
2019 ◽  
Vol 5 (1) ◽  
pp. 21-29
Author(s):  
Vedran Šupuković ◽  
Sanel Jakupović ◽  
Ibrahim Obhođaš
Keyword(s):  
Economic Incentives ◽  
Human Potential ◽  
P Value ◽  
Management Process ◽  
Business Decision ◽  
Doing Business ◽  
The Republic ◽  
Managerial Capabilities ◽  
The Impact

The issue of management process in all organizations with a pronounced hierarchical structure is extremely complex and equally abstract to both the participants themselves and all those who deal with the study of this topic. The management process involves decision-making based on appropriate economic analysis, experience, practice, micro and macro environment, and the ability of an individual manager to create a symbiosis based on all the knowledge that will ultimately lead to making an appropriate business decision. The aim of this paper is to build a presentation of the model, which in this case will improve the economic community and enrich the everyday work of companies. This will allow the ownership and management structures of a large number of inadequately structured and internally non-institutionalized companies to become active and passive managers of all business relations within the companies in which they operate, instead of active or passive observers. In this paper, a management model will be presented based on the data researched within five variables: quality of human resources, economic incentives, development perspectives, managerial capabilities of subordinates and business satisfaction. One of the aims of this paper is precisely to explore how these variables influence the business satisfaction of Croatian companies. The research was conducted in the territory of the Republic of Croatia, in all regions, on a representative sample, while representatives of the companies were surveyed. The answers obtained were analysed descriptively, through the regression model. It has been proven that the greatest influence on pleasure in business is influenced by managerial capacities, where beta coefficients is 0.367. Slightly less impact on the pleasure of doing business has the development of enterprises and incentives from the budget, while the smallest impact on the pleasure of doing business has human potential. The obtained beta COTA is statistically significant because the p – value &lt; 0.05, in all four cases. The scientific contributions of this paper are reflected in a model that will serve to measure the impact of manager satisfaction on the basis of quantitative parameters and as an example of a universal model of manager satisfaction assessment.

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