scholarly journals Relationship between Customer Satisfaction and Customer Attitude and Loyalty According to the Mediating Variable of Customer Trust (Case Study: Matin Abad Eco Camp)

2021 ◽  
Vol 3 (2) ◽  
pp. p1
Author(s):  
Mohammadali Shahbandi ◽  
Hessameddin Farrokhshad
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Simple Random Sampling ◽  
Structural Equations ◽  
Mediating Role ◽  
Correlational Research ◽  
Study Population ◽  
Customer Attitude ◽  
Customer Trust ◽  
The Relationship

The overall purpose of this study was to investigate the relationship between customer satisfaction and customer attitude and loyalty with respect to the mediating variable of customer trust. This research is applied research in terms of purpose and descriptive correlational research in nature and method. This study’s study population is all people who have used or are using Matin Abad Eco Camp. The number of samples was determined based on the Krejcie and Morgan sampling table equal to 120 people selected by a simple random sampling method. To collect information from standard questionnaires of customer satisfaction, attitude, customer loyalty, and customer trust in a 5-point Likert scale have been used. Cronbach’s alpha was used for its reliability, and the obtained numbers indicate the appropriate reliability of the questionnaires. SPSS 24 software and PLS structural equations were used for data analysis. The results indicate that customer satisfaction is related to customer attitude, customer loyalty, and customer trust. Customer trust is related to customer attitude and customer loyalty. The results also showed that customer trust has a mediating role in establishing the relationship between customer satisfaction with customer attitude, and customer loyalty.

scholarly journals Customer Loyalty towards Islamic Banks: The Mediating Role of Trust and Attitude

2021 ◽  
Vol 13 (19) ◽  
pp. 10758
Author(s):  
Mohamed Albaity ◽  
Mahfuzur Rahman
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Software Package ◽  
Islamic Banks ◽  
Mediating Effects ◽  
Mediating Role ◽  
Customer Trust ◽  
The Relationship ◽  
Religious Obligation

Islamic banks have faced many challenges either from rivals or customers who look for better products and services. This study examined both the direct and mediating effects of selected variables influencing Islamic banks’ customer loyalty. The direct links were satisfaction, attitude towards Islamic banks, customer trust, and religious obligation to customer loyalty. On the other hand, the indirect links were through the mediators’ trust and attitude. A sample of 416 working Muslims in the UAE was collected and analysed. We used PLS-SEM techniques and the SmartPLS 3.0 software package to investigate customers’ loyalty towards Islamic banks. It was found that all the direct links were positive and significant, and were mediating relationships. This result implied that the respondent’s attitude toward Islamic banks and customer trust plays a significant role in understanding the relationship between customer satisfaction, religious obligation, and customer loyalty. In other words, both customer satisfaction and religious obligation indirectly created customer loyalty through the mediators. This study is one of the few studies that incorporate religious obligation as one of the determinants of customer loyalty.

scholarly journals CSR Image and Customer Satisfaction: The Mediating Role of Customer Trust and Customer Loyalty

2021 ◽  
Vol 7 (3) ◽  
pp. 637-650
Author(s):  
Saira Irfan ◽  
Iram Iqbal ◽  
Sumaira Iqbal ◽  
Fatima Bashir
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Mediating Role ◽  
Csr Image ◽  
Corporate Social ◽  
Customer Trust ◽  
The Impact ◽  
The Relationship

Purpose: This study aims to examine the impact of Corporate Social Responsibility (CSR) image on customer satisfaction in the context of the banking sector of Pakistan. Further, the intervening role of customer trust and customer loyalty in the relationship between CSR image and customer satisfaction is also examined. Design/Methodology/Approach: Present research is quantitative in nature and collects the data through structured questionnaires. By employing the Smart PLS technique to test the proposed hypothesis. Findings: This study reveals the following salient findings: 1) the response of CSR image to customer satisfaction is positive (p<0.01); 2) customer trust and customer loyalty both significantly mediates the impact of CSR image on customer satisfaction. Implications/Originality/Value: Based on novel findings, the current study will help the organizations to realize the significance of CSR practices to enhance the customers’ satisfaction level.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN, NILAI, KEPERCAYAAN DAN LOYALITAS PELANGGAN RUMAH TANGGA PADA PERUSAHAAN DAERAH AIR MINUM KOTA KENDARI

2018 ◽  
Vol 1 (1) ◽  
pp. 28
Author(s):  
Abdul Kadir ◽  
Muhammad Basri ◽  
Rodi Rodi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Service Improvement ◽  
Value Addition ◽  
Mediating Role ◽  
Equation Modelling ◽  
Customer Trust

This study aims to determine the effect of service quality on customer loyalty mediated by Customer satisfaction and customer value addition, it also examines, the effect of service quality on customer satisfaction, which is mediated by the effect of customer value and customer satisfaction and customer value on customer loyalty mediated by trust. The population in this study are household customers in Kendari who use the services of PDAM for 17,607 households spread are over 10 (ten) districts. The samples in this study are 391 household customers are taken with a precision of 5 % Data Collection techniques utility questionnaire. Data are analyzed by using. Structural Equation Modelling (SEM) with the help of the program, some of the important findings in this study are : (1) better service improvement of Kendari  Regional causes trust, (2) customer loyalty improvement is also achievable of the provided service is able to enhance customer value. Besides, this research also proves that trust has a mediating role between satisfaction and loyalty of our customers as well as between customer value and loyalty.Keywords: service quality, customer satisfaction, customer value, customer trust and customer loyalty.

scholarly journals Investigating the Relationship Between Corporate Entrepreneurship and Customer Loyalty with Customer Satisfaction Mediating Role

2018 ◽  
Vol 10 (4) ◽  
pp. 94
Author(s):  
Iman Abdel Hamid Hasanin
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Corporate Entrepreneurship ◽  
External Factors ◽  
Mediating Role ◽  
Internal And External Factors ◽  
The Relationship

The study aims to identify the nature of the relationship between the dimensions of corporate entrepreneurship and loyalty of customers. It intends to do that through the mediating role of customer satisfaction, by identifying the extent to which these dimensions apply according to the study the study, as well as the knowledge of the relationship quality. In order to meet the objectives of the study, a regular sample of 384 individuals was selected. These individuals were clients of the selected commercial banks, selected by customers who frequented the banks within a specified period of time. The study also found that there was a statistically significant correlation between corporate entrepreneurship and customer loyalty, which means that the greater the application of corporate entrepreneurship, the higher the effect of internal and external factors. The study suggests a set of recommendations to encourage banks in the study to apply CE to enhance customer loyalty.

Factors That Influence Consumer Loyalty of Services Acquired via the Internet in Mexico

2019 ◽  
Vol 17 (4) ◽  
pp. 16-29
Author(s):  
Berenice Juárez-Lóopez ◽  
Grace Aileen Ruiz-Santoyo
Keyword(s):  
Customer Satisfaction ◽  
Emerging Economies ◽  
Customer Loyalty ◽  
Structural Equations ◽  
Quantitative Methodology ◽  
Consumer Loyalty ◽  
Positive Effects ◽  
Travel Services ◽  
The Relationship ◽  
Analyze Data

Electronic commerce has grown in recent years, which has allowed online companies to get closer to their customers. The challenge is to satisfy buyers and maintain their loyalty. This article proposes an empirical model that contributes to formulating strategies to increase customer loyalty, based on the study of satisfaction, fulfillment, and privacy. This study presents a quantitative methodology, with a causal scope and cross section. A model of structural equations was applied to analyze data from a sample of 384 online buyers of electronic travel services in the Mexican context. The results indicate that privacy and fulfillment have positive effects on customer satisfaction; however, they do not have a significant effect on loyalty. Finally, customer loyalty is positively affected by customer satisfaction. These factors have been studied in various contexts, and the relationship between them has been positive and significant. Lastly, from these findings, specific strategies are considered for the improvement of online companies in other emerging economies.

scholarly journals Mediating Role of Customer Satisfaction between Service Quality and Customer Loyalty with Non-Interest Bank in Nigeria

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Sagir Muhammad Sulaiman ◽  
Muhammad Abdulaziz Muhammad ◽  
Aliyu Dahiru Muhammad ◽  
Tasiu Tijjani Sabiu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
High Quality ◽  
Global Village ◽  
Mediating Role ◽  
Banking Business ◽  
Regulatory Bodies ◽  
The Relationship

The world has become a global village as competition among banks is now intense. Globalization is fuelling increased competition in Nigerian banking industry and as a result, banks are challenged to adopt customer centred strategies that would enable them to gain customer loyalty, maximize profitability and survive the competition. There is no business that survives without customers’ patronage and Islamic banks are not an exception. Customers are key stakeholders to the survival of any business, thus, satisfying the customer through providing high quality services is core to Islamic banking business. The aim of the study is to examine the mediating role of customer satisfaction in investigating the relationship between service quality and customer loyalty in non-interest bank i.e. Jaiz Bank of Kano state metropolis, Nigeria. The variance based (SEM) technique is employed in analyzing the hypothesized model of the study. Service quality positively and significantly influences customer satisfaction and customer loyalty, whereas, customer satisfaction does not significantly mediate the relationship between service quality and customer loyalty among customers of Jaiz bank in Kano state metropolis, Nigeria. The study recommends for providing high quality service in order to achieved maximum loyalty from the customers. It was further recommended on the need for reviving of the existing regulatory bodies or institutions that will ensure proper implementation of good service quality delivery among non-interest banks in Nigeria.

scholarly journals THE EFFECT OF CUSTOMER TRUST AND COMPANY IMAGE ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN INDONESIA CLASSIFICATION BUREAU IN SAMARINDA

2020 ◽  
Vol 4 (03) ◽  
Author(s):  
Syariful Mahsyar ◽  
Suharno Suharno ◽  
Zainal Abidin
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Structural Equations ◽  
Partial Least Square ◽  
Least Square ◽  
Analysis Tool ◽  
Customer Trust

This study aims to determine the effect of customer trust and company image on customer satisfaction and customer loyalty at the Indonesian Classification Bureau. The population in this study were customers of PT BKI with a total of 95 respondents. The method of data collection is done by giving a list of questions or questionnaires to respondents who are customers at PT BKI, where the questionnaire is distributed to these customers. This study uses a data analysis tool that is partial Least Square (PLS), then this study uses the analysis method of structural equation models or Path Analysis to determine the causal relationship between latent variables contained in structural equations. The tool used in data processing using the Smart PLS program. The results of this study indicate that 1) customer trust has a significant effect on customer satisfaction, 2) company image has a significant effect on customer satisfaction, 3) customer trust has a significant effect on customer loyalty, 4) company image has a significant effect on customer loyalty, 5) customer satisfaction has an significant effect to customer loyalty. Keywords: Customer Trust, Company Image, Customer Satisfaction, Customer Loyalty

scholarly journals The Correlation Between Customers Satisfaction And Brand Loyalty Toward IM3

2020 ◽  
Vol 20 (1) ◽  
Author(s):  
Nuraini Ratnaningtyas Amarsa
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Brand Loyalty ◽  
Product Performance ◽  
Turnover Rates ◽  
Service Companies ◽  
Correlational Research ◽  
The Relationship ◽  
Loyal Customers ◽  
Customer Satisfaction And Loyalty

High customer turnover rates and intense competition among cellular service companies make companies compete to get loyal customers, one of which is done by IM3 cellular services. Complaints escalation will make customers dissatisfied. This study discusses customer satisfaction, loyal customers, and the relationship between customers, namely customer satisfaction and loyalty to the IM3 brand. This study uses a non-experimental research design with correlational research methods. The results show that there is a significant relationship to the highest value and customer satisfaction which contributes more than the total brand loyalty score. The aspect of IM3 customer satisfaction most related to brand loyalty is the aspect of price and feature variations. The majority of customers want IM3 product performance to match their expectations. Related, Between customer satisfaction and customer loyalty has a positive relationship. Keywords—Input maximum five words or phrase; in alphabetical; separated by semicolon

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