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 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 The Impact of Product Quality, Brand Image and Service Quality toward Customer Loyalty

2019 ◽  
Vol 2 (3) ◽  
Author(s):  
Prawira Hadi Fitrajaya ◽  
Adi Nurmahdi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Coefficient Of Determination ◽  
Research Model ◽  
Independent Variables ◽  
Service Loyalty ◽  
The Impact ◽  
Positive Effect

This study aims to examine the effect of product quality, brand image and service quality toward customer loyalty at Starbucks. The research data was taken from a survey conducted on customers of Starbucks with the criteria have been purchased a minimum of 12 times a month. The research method used is linear regression with 3 independent variables processed using the SPSS Statistics program. The results of the research stated that the coefficient of determination is 0.494, which means the percentage contribution of independent variables (product quality, brand image, service quality) to the dependent variable (service loyalty) is 49.4%. The remaining 50.6% is influenced or explained by other variables not included in this research model. The results showed that partially, the Product Quality variable had a significantly positive effect on customer loyalty while the Brand Image and Service Quality variables had no effect on Customer Loyalty. However, simultaneously there is a significant effect of Product Quality, Brand Image and Service Quality on Starbucks Customer Loyalty.

scholarly journals Exploring the Impact of Airlines Service Quality on Customer Loyalty: Evidence from Taiwan

2017 ◽  
Vol 12 (5) ◽  
pp. 36 ◽  
Author(s):  
Chun-Mei Chen ◽  
Hsian-Ming Liu
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Perceived Value ◽  
Measurement Model ◽  
Positive Influence ◽  
Equation Modeling ◽  
Key Factors ◽  
Structure Equation Modeling ◽  
The Impact

The purpose of this paper tries to explore what are the key factors to influence customers to choose an airline. The research assesses the service quality, brand image, perceived value and customer loyalty on Taiwan-based airlines. The study analyzes the data by applying structure equation modeling (SEM) from valid 560 questionnaires surveyed in the airports. To validate the measurement model, this study checks scale reliability, overall model fit, and validity using the CFA technology. Moreover, the two major indicators including convergence validity and discriminate validity were employed to assess scale validity. Many prior studies had proved that brand image has a positive influence on perceived value, this study had validated that perceived value has also a positive influence on brand image. The brand image assists in the relation between service quality and loyalty, and perceived value strengthens their relationship. Furthermore, brand image and perceived value mediate the effect of service quality on customer loyalty to display a distal effect. The strategic implications for the effects of service quality lead to repurchase intention and loyalty inclination, which are contributed to both scholarly advancement of knowledge and the state of managerial practice.

scholarly journals THE IMPACT OF BRAND IMAGE, SALES PROMOTION, SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION AND ITS IMPLICATIONS ON CUSTOMER LOYALTY AT X DEPARTMENT STORE KOTA KASABLANKA JAKARTA

2020 ◽  
Vol 2 (2) ◽  
pp. 267-278
Author(s):  
Adityo Jati Prabowo ◽  
Arifin Sitio
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Sampling Technique ◽  
Department Store ◽  
Simple Random Sampling ◽  
Sales Promotion ◽  
The Impact

This research had goal to discover those impact from Brand Image, Sales Promotion, Service Quality on Customer Loyalty with Customer Satisfaction as intervening variable which occured at X Department Store Kota Kasablanka Jakarta. The number of respondents was 100 respondents which obtained by simple random sampling technique. This research used path analysis with assist of IBM SPSS Statistics version 25 program. The results had shown that brand image, sales promotion, service quality had significant positive impact on customer loyalty by customer satisfaction as intervening variable at X Department Store in Kota Kasablanka Jakarta.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

ANALISIS LOYALITAS PELANGGAN HOTEL SYARIAH DI DAERAH ISTIMEWA YOGYAKARTA

2019 ◽  
Vol 13 (03) ◽  
pp. 15-30
Author(s):  
Dwi Agus Kristianto ◽  
Amin Kiswantoro
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Tourist Destinations ◽  
The Past ◽  
The World ◽  
Special Region

In the past the function of the hotel was only as a place to stay for consumers who travel on business or tourism and do not have a relationship or family at their destination. Sharia concept hotels continue to grow along with the needs of Muslim consumers around the world. The concept of sharia hotels also continues to grow in Indonesia, especially in the Yogyakarta region as one of the tourist destinations in Indonesia. This study aims to determine the effect of price, service quality and brand image on customer loyalty of sharia hotels in Yogyakarta Special Region both partially and simultaneously.This type of research is causally comparative. The variables in this study are price, service quality, brand image and customer loyalty. The population in this study are customers who have visited sharia hotels in Yogyakarta. Sampling was done by nonrandom sampling, specifically using purposive sampling where the sample was taken from the population, with the following criteria: 1) Customers who had stayed in sharia hotels in Yogyakarta more than twice, and 2) Respondents aged 18 years. The sample in this study was taken as many as 100 respondents. Data collection techniques using questionnaires. Data analysis used is multiple linear regression analysis.Based on the results of the study, the following conclusions are obtained: (1) Prices have a positive and significant effect on customer loyalty; (2) Service quality has a positive and significant effect on customer loyalty; (3) Brand image has a positive and significant effect on customer loyalty; and (4) Price, service quality, and brand image have a positive and significant effect on customer loyalty. Keywords: hotel, sharia, price, service quality, brand image, customer loyalty.

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