scholarly journals Customer satisfaction as a mediator between causes (trust and communication) and the outcome (customer loyalty) in business-to-business relationship marketing in the South African cement manufacturing industry

2015 ◽  
Vol 4 (3) ◽  
pp. 79-88 ◽  
Author(s):  
Phineas Mbango ◽  
Maxwell Agabu Phiri
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Manufacturing Industry ◽  
Methodological Approach ◽  
Structural Equations ◽  
Cement Industry ◽  
Theory And Practice ◽  
Business Success ◽  
Sequential Logic ◽  
Business To Business

Customer loyalty has become more relevant in the cement industry since the unbundling of the cartel system in 1994, the entrance of new competitors into the market and the effect of globalization. This study’s literature review reveals that there is limited published research in the Cement Industry, particularly in South Africa, which deals with customer loyalty management. The major objective of the study was to test satisfaction as a mediator between causes and outcome, the causes being trust and communication and the outcome being customer loyalty. The methodological approach followed was a survey and quantitative in nature. Data were collected from 362 major business-to-business cement customers throughout South Africa’s nine provinces using the face-to-face interview technique with self-administered questionnaires. The data collected in the empirical study were analysed using the structural equations modelling (SEM). The results show that in order to maintain customer loyalty, a cement supplier has to focus on strategies to build relationships on the basis of creating customer satisfaction and/or exceeding customer needs and wants. They also need to invest in enhancing customer trust and communication. Another important finding is that trust and communication have no direct effect on loyalty. Customer satisfaction is therefore the most important mediator as it leads to customer loyalty. Customer loyalty is crucial for business success in terms of repeat purchase, referrals (word-of-mouth marketing), retention and long-term profitability. There exists evidence from literature of an outcry for a need for future studies to examine causes and outcomes of satisfaction to specific industries. This study contributes to theory and practice by closing that gap, by providing a framework of causes and outcomes of satisfaction specifically aimed at the cement industry. Another contribution of this study is its examination of the sequential logic of causes and outcomes of satisfaction in business-to-business relationships in the cement industry. This study hopes to make a practical contribution in helping marketing managers of cement companies to come up with marketing strategies of ensuring customer loyalty

scholarly journals Trust and communication as predictors of customer satisfaction in business-to-business relationship marketing in the South African cement manufacturing industry

2015 ◽  
Vol 4 (2) ◽  
pp. 98-104 ◽  
Author(s):  
Phineas Mbango ◽  
Maxwell Agabu Phiri
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Relationship Marketing ◽  
Manufacturing Industry ◽  
Cement Industry ◽  
Business Relationship ◽  
The South ◽  
The Face ◽  
Cement Manufacturing ◽  
Business To Business

Customer satisfaction has become relevant in the South African cement industry as it leads to customer loyalty and cooperation. In the current climate, to ensure long-term profitability, cement suppliers need to adopt strategies to ensure customer satisfaction. This study’s literature search has revealed that there is limited published research, particularly in South Africa, which deals with customer satisfaction determinants in the cement industry. The major objective of the study was to test if trust and communication influence customer satisfaction in the context of business-to-business relationship marketing in the South African cement manufacturing industry. The methodology involved a survey and was quantitative in nature. Data were collected from 362 major business-to-business cement customers throughout South Africa’s nine provinces using the face-to-face interview technique using a seven-point Likert scale structured self-administered questionnaires. The data collected in the empirical study were analysed using descriptive, correlation and regression analysis. The empirical results of this study suggest that, in order to maintain customer satisfaction, a cement supplier has to invest in ways of enhancing customer trust and communication. As a result this study makes both theoretical and practical contribution in the field of relationship marketing

scholarly journals Causes and outcomes of customer satisfaction in business-to-business markets relationship marketing in the South African cement manufacturing industry

2015 ◽  
Vol 4 (4) ◽  
pp. 391-399 ◽  
Author(s):  
Phineas Mbango
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Relationship Marketing ◽  
Manufacturing Industry ◽  
Positive Association ◽  
Cement Industry ◽  
The Body ◽  
The South ◽  
Business Markets ◽  
Business To Business

Close relationships between cement manufacturers and their customers in business-to-business markets are becoming a necessity in today’s competitive markets. The literature search reveals that, three constructs of relationship marketing (trust, commitment and satisfaction) are the most studied and well known. This study contributes to the body of knowledge by adding two constructs (supplier competencies and communication) as vital causes to customer satisfaction and the outcome being customer loyalty and cooperation. The study produced a framework of dimensions of relationship marketing in the South African Cement Industry and its hoped will help marketing managers in the industry and related sectors in coming up with relationship marketing strategies that can go a long way in helping them retain, attract, satisfy, and achieve long-term profitable relationships for both the supplier and the customer. A judgemental sample of major cement customers (362) throughout South Africa’s nine provinces were contacted using face-to-face interview technique with self-administered questionnaires. The results support the conceptual model presented; supplier competencies, trust, commitment and communication have a positive association with satisfaction; and satisfaction, in turn, relates positively to all the two outcomes of cooperation and loyalty. It is recommended that a cement manufacturer must invest in strategies that enhance trust, communication, commitment and supplier competencies in order to satisfy its customers who will in turn contribute to customer cooperation and loyalty.

scholarly journals Comparative Analysis of Results of Online and Offline Customer Satisfaction & Loyalty Surveys in Banking Services in Montenegro

2017 ◽  
Vol 6 (2) ◽  
pp. 65-76 ◽  
Author(s):  
Milorad Jovović ◽  
Bojana Femić-Radosavović ◽  
Milena Lipovina-Božović
Keyword(s):  
Comparative Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Theory And Practice ◽  
Business Success ◽  
Banking Services ◽  
Positive Effects ◽  
Starting Point ◽  
Analysis Of Results ◽  
Survey Results

Abstract The logic that customer satisfaction is the starting point of marketing and business activities is based on the assumption that customer satisfaction leads to customer loyalty, keeping in mind all of the positive effects that customer loyalty has on business success of an organization. Because of this, marketing and management theory and practice dedicate particular attention to the concepts of customer satisfaction and loyalty. In this paper we will use the surveys of customers of banking services not only to show the levels of their satisfaction and loyalty, but also to make a comparative analysis of data obtained through online and offline research. This approach was made possible because the research was carried out on a sample which was divided in two groups. All of the participants answered the questions from a unique questionnaire, however, one group took the survey via the Internet (online) while data from the other group of participants was collected in the field by using printed questionnaires (offline). The findings of the comparative analysis of online and offline survey results are presented in the final part of the paper.

Determining the Role of Customer Satisfaction in Gaining Customer Loyalty among Cafés

2020 ◽  
Vol 8 (1) ◽  
pp. 74-85
Author(s):  
Allen Joshua P. Cuñado ◽  
Cathlyn Mae Painagan ◽  
Jeshnin Ann L. Cuñado ◽  
Ella Marie D. Palmada ◽  
Zenar Jane A. Mumar ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Pearson Correlation ◽  
Correlation Coefficients ◽  
Significant Degree ◽  
Business Success ◽  
Research Approach ◽  
Chi Square ◽  
Chi Square Test

Café as an establishment primarily sells refreshing drinks, snacks, and light meals, with coffee being their flagship product. This type of business is steadily multiplying around the city of Tagbilaran, Bohol, Philippines. Customers have linked to business success as well as customer satisfaction and customer loyalty. This study was implemented to analyze the role of customers’ satisfaction in gaining customers’ loyalty, specifically among purposively selected cafés. The quantitative method of research approach was used with the aid of questionnaires. The data gathered were statistically treated making use of frequency, composite means, weighted mean, chi-square test, and Pearson correlation coefficients. The respondents included 210 customers from the purposively selected cafés. Results showed respondents to be very satisfied (VS) for the Product; for the price; for the place; for the service quality; and moderately satisfied (MS) for promotion. Results further showed that there is a significant degree of relationship between customer satisfaction and customer loyalty.

scholarly journals The relationship between selected variables and customer loyalty within an optometric practice environment

2012 ◽  
Vol 12 (1) ◽  
Author(s):  
T. Van Vuuren ◽  
M. Roberts-Lombard ◽  
E. Van Tonder
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Methodological Approach ◽  
Customer Retention ◽  
Business Environment ◽  
Practice Environment ◽  
Independent Variable ◽  
The Relationship ◽  
Structured Questionnaire

Purpose: The purpose of the research that informed this article was to examine the relationship between customer satisfaction, trust, supplier image, commitment and customer loyalty within an optometric practice environment. Problem investigated: Optometric businesses need to adopt their strategies to enhance loyalty, as customer satisfaction is not enough to ensure loyalty and customer retention. An understanding of the variables influencing loyalty could help businesses within the optometric service environment to retain their customers and become more profitable. Methodology: The methodological approach followed was exploratory and quantitative in nature. The sample consisted of 357 customers who visited the practice twice or more over the previous six years. A structured questionnaire, with a five-point Likert scale, was fielded to gather the data. The descriptive and multiple regression analysis approach was used to analyse the results. Collinearity statistics and Pearson's correlation coefficient were also calculated to determine which independent variable has the largest influence on customer loyalty. Findings and implications: The main finding is that customer satisfaction had the highest correlation with customer loyalty. The other independent variables, however, also appear to significantly influence customer loyalty within an optometric practice environment. The implication is that optometric practices need to focus on customer satisfaction, trust, supplier image and commitment when addressing the improvement of customer loyalty. Originality and value of the research: The article contributes to the improvement of customer loyalty within a service business environment that could assist in facilitating larger market share, higher customer retention and greater profitability for the business over the long term.

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.

An application of European Customer Satisfaction Index (ECSI) in business to business (B2B) context

2015 ◽  
Vol 30 (1) ◽  
pp. 17-31 ◽  
Author(s):  
Mohammad Hossein Askariazad ◽  
Nazila Babakhani
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Equation Modeling ◽  
Content Type ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Complaint Handling ◽  
Proposed Model ◽  
Business To Business

Purpose – This paper aims to examine the most important antecedents of customer loyalty in business-to-business (B2B) context using European Customer Satisfaction Index (ECSI) model. Design/methodology/approach – A questionnaire is designed consisting of measures of customer loyalty gathered mainly from previous related studies. A survey of business customers in construction and mining equipment industry in Iran is conducted, and a total of 90 responses are obtained. The collected data are analyzed according to the structural equation modeling technique using partial least square path modeling software. Findings – The ECSI model shows sufficient explanatory power in explaining loyalty in the B2B context. Adding trust to the original model leads to a better explanation of loyalty in the proposed model. In this model, corporate image is the main route to predict loyalty, while satisfaction, complaint handling and trust also are important. Although there is no direct effect of perceived quality, perceived value and expectation on loyalty, their total impact is considerable which is mediated through satisfaction. Research limitations/implications – The research should be expanded to other B2B sectors to validate its findings in different industries. Future research can also assess the impact of moderating variables. Originality/value – Most previous customer loyalty models concern business-to-consumer (B2C) rather than the B2B context. Moreover, research examining the suitability of the ECSI model in B2B is scarce. This paper addresses these shortcomings by examining a holistic customer loyalty model which incorporates some overlooked constructs as corporate image, expectation and complaint handling from the ECSI model. The proposed model, also adds trust which is not incorporated in national indices despite its importance in predicting 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 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 ANALISIS STRATEGI PENINGKATAN LOYALITAS CUSTOMER B2B E-COMMERCE, STUDI KASUS: GMF AEROTRADE DI PT. GMF AEROASIA

2019 ◽  
Vol 19 (2) ◽  
pp. 37
Author(s):  
Erlinda Muslim
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Perceived Quality ◽  
Business To Business

PT. GMF AeroAsia menawarkan salah satu Business-to-Business E-Commerce terbesar di Indonesia yang bergerak di bidang MRO (Maintenance, Repair, and Overhaul) memiliki bisnis maintenance pesawat dan sebagai distributor material komponen pesawat yang bernama GMF AeroTrade. GMF AeroTrade merupakan bentuk platform E-Commerce berbentuk web store yang baru berdiri sejak awal tahun 2017. Meningkatnya kebutuhan material setiap tahunnya memberikan dampak yang cukup besar terhadap kompetitifnya pasar distributor kebutuhan komponen pesawat terbang. Dengan perubahan baru dengan diadakannya platform berbasis E-Commerce ini di GMF AeroTrade dan juga melihat adanya banyak kompetitor lainnya di dunia, peran loyalitas pelanggan sangat berpengaruh terhadap keuntungan perusahaan. Maka dari itu GMF AeroTrade membutuhkan strategi yang kuat untuk dapat meningkatkan loyalitas pelanggan (Customer Loyalty). Dalam pembuatan strategi tersebut akan diteliti dari pengaruh faktor Image, Perceived Quality, Perceived Value, dan Customer Satisfaction terhadap loyalitas pelanggan (Customer Loyalty) dengan menggunakan metode SEM-PLS. Selain itu, digunakan metode Importance-Performance Analysis untuk mendapatkan action items beserta tingkat prioritas pelaksanaan untuk setiap action items. Penelitian ini mengambil pelanggan yang aktif melakukan transaksi pembelian di GMF AeroTrade. Hasil dari penelitian ini merupakan strategi untuk meningkatkan loyalitas pelanggan (Customer Loyalty) GMF AeroTrade, sehingga dapat bersaing dengan kompetitor distributor material komponen pesawat lainnya yang ada di dunia

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