Effect of Financial Service Quality on Customer Loyalty -Focused on the Mediating Effect of MG Community Credit Cooperatives’ Customer Satisfaction-

2021 ◽  
Vol 12 (5) ◽  
pp. 1231-1246
Author(s):  
Sangsub Chung ◽  
Wonkee Kwon
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Financial Service ◽  
Mediating Effect ◽  
Credit Cooperatives

scholarly journals EFFECTS OF FOOD QUALITY, SERVICE QUALITY, PRICE, ENVIRONMENT, AND LOCATION TOWARDS CUSTOMER LOYALTY OF INDONESIA’S LOCAL FAST FOOD INDUSTRY

2019 ◽  
Vol 14 (3) ◽  
pp. 119
Author(s):  
Indryati Sunaryo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Customer Loyalty ◽  
Fast Food ◽  
Food Industry ◽  
Quality Attributes ◽  
Mediating Effect ◽  
Fast Food Industry ◽  
Related Quality

This study aims to measure and analyze the effect of several restaurant-related quality attributes toward customer loyalty with a mediating effect from customer satisfaction in the local fast-food industry in Indonesia. The nature of local fast-food industry is different compared to its global counterpart, so a new perspective has to be taken into account. Based on literature review of previous studies, the quality attributes that are selected for this study are food quality, service quality, environment, price, and location. Data in this study were collected from the responses of 461 participants and analyzed using Structural Equation Model (SEM). The SEM result shows that only price and location significantly affect customer loyalty through customer satisfaction. When customer satisfaction is removed and restaurant-related quality attributes is directly tested towards customer loyalty, only price and food quality significantly affect customer loyalty. Both with and without mediating effect from customer satisfaction, price keeps influencing customer loyalty. This result is against the majority of fast-food customer loyalty studies which usually emphasize on food or service quality as the main factor that influences customer loyalty and customer satisfaction.

Service Quality and Customer Loyalty

2013 ◽  
Vol 3 (2) ◽  
pp. 1-19
Author(s):  
Albert Chong Yan Vun ◽  
Amran Harun ◽  
Jaratin Lily ◽  
Charlie Albert Lasuin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mediating Effect ◽  
Hierarchical Regression ◽  
Future Research ◽  
Study Results ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Survey Strategy

The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer satisfaction on e-service quality and customer loyalty. The study employed survey strategy using a self-administered questionnaire with professionals working in different industries and business settings located in Sabah, Malaysia. Study results indicated that out of five e- service quality dimensions, efficiency, accessibility, privacy and responsiveness are positively affecting customer satisfaction but in contrast accessibility had insignificant impact on customer satisfaction. Meanwhile, efficiency, accessibility and responsiveness were found to have a positive and significant relationship with customer loyalty. The findings of hierarchical regression indicated that customer satisfaction partially mediated the effects of efficiency, privacy and responsiveness on customer loyalty. Based on these findings, the study implications and suggestions regarding future research are discussed.

scholarly journals THE EFFECT OF E-SERVICE QUALITY AND PERCEIVED PRICE FAIRNESS ON CUSTOMER LOYALTY WHICH CUSTOMER SATISFACTION AS INTERVENING STUDY ON ONLINE SHOPPING SITE IN INDONESIA

2021 ◽  
Vol 4 (1) ◽  
pp. 143-171
Author(s):  
Olivia Citra Octaviani ◽  
Mohamad Rizan ◽  
Agung Kresnamurti Rivai P
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Online Shopping ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Price Fairness ◽  
Perceived Price ◽  
Perceived Price Fairness

This study examines the effect of e-service quality and perceived price fairness on customer loyalty with the intervening role of customers’ satisfaction in the online shopping site in Indonesia. The research method uses a quantitative research design with a survey model. The sample used in this study is Lazada consumers which consists of five large cities in Indonesia (Jakarta, Bogor, Depok, Tanggerang, and Bekasi City) and have done online shopping site at Lazada at least once in the last six months. The object of this research were the 200 customer respondents who had made purchases on the largest online shopping site platform of Indonesia, Lazada. Data analysis was done by using SPSS and Structural Equation Modeling (SEM). The results show that: first, the e-service quality and perceived price fairness affect customer satisfaction positively. Second, there is a mediating effect of customer satisfaction on the relationship between e-service quality and perceived price fairness on customer loyalty. Third, e-service quality and perceived price fairness directly affect customer loyalty positively but insignificantly. The result implies that the role of customer satisfaction is significant in creating loyalty. In the online shopping site a  good quality and perception about price could positively influence customers but not necessarily form loyalty.

scholarly journals Relationship between Service Quality, Customer Loyalty and Customer Satisfaction

2018 ◽  
Vol 6 (2) ◽  
pp. 135-154
Author(s):  
Atif Mahmood ◽  
Muhammad Luqman Tauheed Rana ◽  
Sara Kanwal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Mediating Effect ◽  
Bank Management ◽  
Complete Survey ◽  
Survey Responses ◽  
The Relationship ◽  
Self Administered Questionnaire

This study examined the influence of service quality on customer loyalty, and aimed to determine if this relationship was mediated by customer satisfaction. Data were gathered from customers of eight banks in Pakistan through an adapted self-administered questionnaire. Respondents were selected using convenience sampling. The distributed questionnaire was based on a modified SERVQUAL model.479 complete survey responses were returned out of a total of 700 distributed. The completed questionnaires were examined through descriptive statistics, regression analysis, and PROCESS technique (Hayes2013). Results revealed a significant effect of service quality on customer loyalty. Customer satisfaction was found to have a significant mediating effect on the relationship between service quality and customer loyalty. The outcomes of our study could be useful for policy-making in bank management, and future banking expansion. There is additional generalized benefit to having insight into customers’ thinking regarding the banking sector.

scholarly journals The Impact of Customer Relationship Management Quality and Company Reputation toward the Antecedent of Customer Loyalty during COVID-19 Pandemic

2021 ◽  
Vol 3 (2) ◽  
pp. 236-259
Author(s):  
Victor Gunawan ◽  
Rifelly Dewi Astuti ◽  
Yosman Bustaman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Mediating Effect ◽  
Customer Relationship ◽  
Heavy Equipment ◽  
Company Reputation

This study objective was found the interrelationships among service evaluation, that is service quality, customer satisfaction, and customer value, with customer loyalty through mediating roles of customer relationship management (CRM) quality, and moderating roles of company reputation in the heavy equipment industry in the middle of COVID-19 pandemic. Also investigate the most critical domains of service quality, customer satisfaction and customer value considered by customers in the heavy equipment and the connection among service quality, customer value and customer satisfaction toward customer loyalty by interlinking customer relationship management (CRM) quality and moderating effect of company reputation variable. In this research, there are several variables correlated with customer loyalty, CRM Quality and Company Reputation. Data were gathered from 259 customer, had transaction unit heavy equipment and its product support in the time of COVID-19 pandemic, by using SPSS and SmartPLS. The data is processed and analyze through structural equation model (SEM). The research found service quality and customer satisfaction variables were not influenced customer loyalty and the mediating effect of CRM quality on relationship between service quality toward customer loyalty were not supported too. Although, customer satisfaction has strong correlation to customer loyalty and the mediating effect is supported in the middle of COVID-19 pandemic. In addition, this research also found moderating effect of company reputation is significance on relationship service quality, customer value, and customer satisfaction toward CRM quality, even if the correlation is reverse relationship. The research discusses important implications considering the effect of service quality, customer satisfaction and mediated by CRM quality toward customer loyalty and improving company reputation as moderated effect to strengthen customer relationship management quality. 

scholarly journals Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry

2016 ◽  
Vol 52 (1) ◽  
pp. 94-117 ◽  
Author(s):  
A. Ganiyu Rahim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Airline Industry ◽  
Mediating Effect ◽  
Perceived Service Quality ◽  
Passenger Satisfaction ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

AbstractThe long-term survival and competiveness of the airline business is strongly connected to the quality of service offered by airline operators and their ability to satisfy and build long-term relationships with customers. This study investigates the relationship among service quality, customer satisfaction and loyalty in the Nigerian airline industry. The cross-sectional survey research design was chosen in order to collect the primary data, using a structured questionnaire. Convenience sampling was adopted to draw a sample of 800 respondents. The data collected were analysed using correlation and multiple regression analysis. The findings of this study largely support the hypothesized relationships proposed in the conceptual framework. The results specifically reveal that perceived service quality is positively related to both passengers’ satisfaction and loyalty. The relationship between passenger satisfaction and loyalty towards the airlines was also found to be positive. The mediating effect of customer satisfaction between perceived service quality and customer loyalty is also found to be positive and partially supported. On the basis of the findings of this study, we conclude that perceived service quality does influence passenger satisfaction, and by extension, loyalty to the airlines. Thus, improvement of service quality is an adjuvant factor to sustainable differentiation and competitiveness in the airline industry. We therefore, recommend that airline operators develop and implement market-oriented service strategies to identify customers’ needs and expectations in order to serve them better. Additionally, airline operators should measure service quality regularly to assure that they are keep meeting passengers’ expectations, and consider customizing their products and services (as needed) to enhance customer satisfaction and loyalty.

Factors affecting customer loyalty for mobile telecommunication industry

2016 ◽  
Vol 11 (3) ◽  
pp. 347-361 ◽  
Author(s):  
Ingy Shafei ◽  
Hazem Tabaa
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Mediating Effect ◽  
Telecommunication Industry ◽  
Consumer Loyalty ◽  
Content Type ◽  
Factors Affecting ◽  
Switching Barriers

Purpose This research works toward identifying the service quality constructs for the telecommunication industry, the extent they affect customer satisfaction, the perceived switching costs and their significance to the customer. The purpose of this paper is to examine the effect of customer satisfaction and switching barriers on customer loyalty as well as the mediating effect of the switching barriers on the customer satisfaction and loyalty link. Design/methodology/approach An empirical causal framework was developed and tested through qualitative and quantitative phases. In-depth interviews were performed with consumers and experts in the field as well a survey with consumers. The results were analyzed using Cronbach’s α, Pearson’s correlation and regression analysis techniques. Findings The results of the research showed that network quality, customer support and pricing structure are the main service quality constructs that affects the customer satisfaction, showing how the customer is more interested in the core services other than other benefits and value-added services. Originality/value The research presents a comprehensive framework enabling mobile service providers to understand the factors affecting consumer loyalty. In terms of practical implication; the telecommunications sector is changing radically and as the market is approaching its maturity, customer retention has become a critical issue in the success of the mobile telecommunications business. The findings of the research can aid practitioners in firms in focussing their efforts on areas that can build consumer loyalty and retention.

scholarly journals Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers

2018 ◽  
Vol 13 (8) ◽  
pp. 108
Author(s):  
Jamal M. M. Joudeh ◽  
Ala’ O. Dandis
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Positive Influence ◽  
Mediating Effect ◽  
Level Of Service ◽  
Internet Service ◽  
Quality Awareness ◽  
Customer Satisfaction And Loyalty

The current study aimed at examining the influence of service quality (internet service quality) on customer loyalty through the mediating effect of customer satisfaction. Through employing the questionnaire on a convenient sample of (860) consumer from different malls and commercial complexes in Amman – Jordan; the results indicated that internet service quality has a positive influence on customer satisfaction which in its turn can influence the level of customer loyalty. The study also reached to the results that good and well-built service quality may lead to customer satisfaction which in its turn can lead to a better level of customer loyalty. Consumer loyalty includes highlights or attributes that can fulfill the desires or needs of a client, it is a post utilization encounter which contrasts apparent quality and expected quality, in this way a similar conduct between inputs previously and after utilization. The study recommended to enhance the level of service quality awareness is the best approach to customer satisfaction. Aware employees tend to pay more attention to the idea of service quality which can lead to a better customer loyalty.

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