Comparative Study on the Brand Equity, Customer Satisfaction, Customer Trust, Long-term Orientation of Internal and External Sports Enterprises

2019 ◽  
Vol 58 (6) ◽  
pp. 177-195
Author(s):  
Min-Cheol Kim ◽  
Jeong-ae Kim
Keyword(s):  
Customer Satisfaction ◽  
Comparative Study ◽  
Brand Equity ◽  
Customer Trust

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.

The Impact of Artificial Intelligence and Virtual Personal Assistants on Marketing

2018 ◽  
pp. 5748-5756 ◽  
Author(s):  
Christina L. McDowell Marinchak ◽  
Edward Forrest ◽  
Bogdan Hoanca
Keyword(s):  
Artificial Intelligence ◽  
Customer Satisfaction ◽  
Security Requirements ◽  
Marketing Effort ◽  
Ethical Implications ◽  
Personal Assistants ◽  
Customer Trust ◽  
The Impact

This entry will review the state of the art in AI, with a particular focus on applications in marketing. Based on the current capabilities of AI in marketing, the author's explore the new rules of engagement. Rather than simply targeting consumers, the marketing effort will also be directed at the algorithms controlling the consumers' virtual personal assistants (VPAs). Rather than exploiting human desires and weakness, marketing will need to focus on meeting the user's actual needs. The level of customer satisfaction will be even more critical as marketing will need to focus on establishing and maintaining a reputation in competition with those of similar offerings in the marketplace. This entry concludes with thoughts on the long-term implications, exploring the role of customer trust in the adoption of AI agents, the security requirements for agents and the ethical implications of access to such agents.

scholarly journals Customers repurchase intention formation in e-commerce

2016 ◽  
Vol 18 (1) ◽  
Author(s):  
Nader S. Safa ◽  
Rossouw Von Solms
Keyword(s):  
Customer Satisfaction ◽  
Purchase Intention ◽  
Structural Equation ◽  
Strong Relationship ◽  
Customer Perception ◽  
New Perspective ◽  
Perception Of Security ◽  
Customer Trust ◽  
Loyal Customers

Background: Electronic loyalty (e-loyalty) has become important in the context of electronic commerce (e-commerce) in recent years. Loyal customers bring long-term revenue to companies and are known to be a valuable asset to them. However, firms lose their customers in a competitive environment on the Internet because of a lack of trust, satisfaction and loyalty.Objectives: This study explains how e-loyalty, e-trust and e-satisfaction form in e-commerce with a focus on customer purchase intention formation.Method: A conceptual framework was formed based upon the literature review. Data were collected from e-customers of online firms in South Africa. After data clarification, confirmatory factor analysis was conducted. The structural equation modelling was applied to test the hypotheses. IBM SPSS AMOS 20 was used for this purpose.Results: Firstly, convenience, customer benefit and enjoyment affect customer satisfaction in e-commerce. In other words, when customers do business activities easily with enjoyment and take benefit, they are satisfied and they will purchase again in future. Secondly, our study demonstrated that customer perception of security, clear shopping process and reliable payment system have a positive relationship with e-trust. Finally, e-satisfaction and e-trust have a positive and strong relationship with e-loyalty formation in e-commerce.Conclusion: The results of the study shed light on important issues relating to e-loyalty formation from a new perspective. Online companies are interested in launching e-loyalty programmes because of the long-term benefits that come from loyal customers. To remain competitive, e-commerce companies should constantly work at enhancing customer trust, satisfaction and loyalty.Keywords: E-commerce; customer satisfaction; trust; loyalty

scholarly journals The Effect of Service Quality on Customers’ Satisfaction of Inter-District Public Bus Companies in the Central Region of Sarawak, Malaysia

2021 ◽  
Vol 13 (2) ◽  
pp. 53
Author(s):  
Adler Hilary Laisak ◽  
Anita Rosli ◽  
Nurzalikha Sa’adi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Central Region ◽  
Business Success ◽  
For Profit ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Trust

Service quality is a vital factor that influences customer satisfaction. For profit organizations such as public bus companies, high customer satisfaction is a sign for business success and the ability to create long-term relationships with their customers. This research is to assess the effects of service quality attributes on customers’ satisfaction towards service quality provided by inter-district public bus companies in the Central Region of Sarawak. The research adapted SERVQUAL model proposed by Parasuraman, Zeithaml and Berry (1988). A total of 400 respondents were obtained among inter-district public bus users through a convenient sampling method. The mean score for customers’ satisfaction was 2.24, which means the level of customer satisfaction towards the service quality of inter-district buses in the Central Region was low. Meanwhile, the result from the multiple regression analysis showed that service quality dimensions of empathy, assurance, and responsibility had significant effects on customers’ satisfaction. The inter-district public bus companies in the Central Region of Sarawak should improve their service quality by building and obtaining customer trust to keep existing customers and at the same time to attract potential customers. Good customers’ experience towards service and the power of word mouth are marketing tools to enhance business reputation relative to other competitors.

The Impact of Artificial Intelligence and Virtual Personal Assistants on Marketing

2019 ◽  
pp. 610-619
Author(s):  
Christina L. McDowell Marinchak ◽  
Edward Forrest ◽  
Bogdan Hoanca
Keyword(s):  
Artificial Intelligence ◽  
Customer Satisfaction ◽  
Security Requirements ◽  
Marketing Effort ◽  
Ethical Implications ◽  
Personal Assistants ◽  
Customer Trust ◽  
The Impact

This chapter will review the state of the art in AI, with a particular focus on applications in marketing. Based on the current capabilities of AI in marketing, the authors explore the new rules of engagement. Rather than simply targeting consumers, the marketing effort will also be directed at the algorithms controlling the consumers' virtual personal assistants (VPAs). Rather than exploiting human desires and weaknesses, marketing will need to focus on meeting the user's actual needs. The level of customer satisfaction will be even more critical as marketing will need to focus on establishing and maintaining a reputation in competition with those of similar offerings in the marketplace. This chapter concludes with thoughts on the long-term implications, exploring the role of customer trust in the adoption of AI agents, the security requirements for agents, and the ethical implications of access to such agents.

scholarly journals Factors Affecting Brand Equity in Fast Food Restaurants Industry in Egypt

2020 ◽  
Vol 15 (5) ◽  
pp. 117
Author(s):  
Mohamed Ali Barakat
Keyword(s):  
Customer Satisfaction ◽  
Brand Equity ◽  
Significant Relationship ◽  
Fast Food ◽  
Perceived Value ◽  
Research Model ◽  
Factors Affecting ◽  
Fast Food Restaurants ◽  
Customer Trust

The main aim of this study is to build and test a model that includes determinants of brand equity in fast food restaurants industry. Designed questionnaire was distributed to customers sample in fast food restaurants in Egypt. Data were obtained from 307 respondents and were analyzed using Amos.18 and Spss.16 to test hypotheses established in a research model. The results indicated that there is a positive significant relationship between perceived value and customer satisfaction. The results revealed that there is a positive significant relationship between customer satisfaction and customer trust. It is found that there is a positive significant relationship between customer satisfaction, customer trust and brand equity.

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