scholarly journals ANALISIS KEPUASAN PELANGGAN, KEPERCAYAAN, DAN LOYALITAS PELANGGAN: PERAN VARIABEL PEMODERASI SWITCHING COST

2010 ◽  
Vol 9 (2) ◽  
Author(s):  
Ari Setiyaningrum
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Service Providers ◽  
Switching Cost ◽  
Telecommunication Service ◽  
Economics Faculty ◽  
The Relationship

The purpose of this study is to examine the effect of customer satisfaction on customer loyalty, the effect of trust on customer loyalty, the effect of switching cost as moderating variable on the relationship between customer satisfaction and customer loyalty, and the effect of switching cost as moderating variable on the relationship between trust and customer loyalty. Products are used as objects of this research are celluler telecommunication service providers. Research conducted by survey through questionaires to 160 students of the Economics Faculty of Unika Atma Jaya. The data shows that customer satisfaction influenced customer loyalty significantly, trust influenced customer loyalty significantly, switching cost does not moderate the relationship between customer satisfaction and customer loyalty, and switching cost does not moderate the relationship between trust and customer loyalty.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

scholarly journals Relationship Marketing and Customer Satisfaction: A Conceptual Perspective

2016 ◽  
Vol 7 (2) ◽  
pp. 185 ◽  
Author(s):  
Deborah O. Aka ◽  
Oladele J. Kehinde ◽  
Olaleke O. Ogunnaike
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Service Providers ◽  
Empirical Studies ◽  
Developing Nations ◽  
Long Run ◽  
Marketing Variables ◽  
The Relationship

This article examined the existing body of literature on transaction and relationship marketing. The specific objectives were to develop a conceptual framework to establish the relationship between relationship marketing and customer satisfaction and to examine the components of relationship marketing on the present ever dynamic world of business. The study identified relationship marketing variables and their impact on customer satisfaction. The framework aimed to provide insights into the studies on relationship marketing factors such as trust, commitment, communication, and service quality influence on customer satisfaction. The model provided a basis for empirical studies on the factors of relationship marketing and outcomes of customer satisfaction in developing nations. The study recommends that relationship marketing dimensions such as building customer’s trust, commitment to customers, communication, and service quality should be properly managed and maintained by service providers in Nigeria. This helps in building customer satisfaction and in the long-run customer loyalty.

Pengaruh Switching Cost sebagai Pemoderasi Hubungan antara Kepuasan dan Loyalitas Konsumen

2007 ◽  
Vol 2 (2) ◽  
pp. 155
Author(s):  
Aditya Putranto Ardhani
Keyword(s):  
Customer Satisfaction ◽  
Mobile Phone ◽  
Customer Loyalty ◽  
Switching Cost ◽  
Moderating Effect ◽  
Sim Card ◽  
The Relationship

The aim of this research is to exornine the moderating effect of switching cost on the relationship between customer satisfaction"ia-ioyaiy. The reiearch object is 150 customers who use mobile phone Sim Card in Yogtakarta. The result shows that the moderating effect of switching cost on the relationship between satisfaction and loyatty is not supported. However the ffict ;f customer satisfaction on loyalty persists with or without the switching cost.Keywords: Switching Cost, Customer Satisfaction, Customer Loyalty

scholarly journals Impact of Direct-To-Home (DTH) on Indian Television Viewers

2019 ◽  
Vol 8 (2S11) ◽  
pp. 3064-3068
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Service Provider ◽  
Television Viewing ◽  
Switching Costs ◽  
Service Providers ◽  
Positive Influence ◽  
Switching Cost ◽  
Statistical Tools ◽  
Independent Variables

Direct to home has revolutionsied the television viewing in India. Despiteof the high switching costs, alternate offers like more regional channels, discounts, free installation, one month subscription waiver etc. attracted more customers. Three independent variables customer satisfaction, alternate offers and switching cost were used to understand the customer loyalty towards DTH service providers. The data collected was analysed using statistical tools revealed that, substantial amount of switching cost for changing DTH service provider is a biggest hurdle which makes the customer loyal. The customer satisfaction which has a positive influence on the customer loyalty is due the fact that irrespective of the service provider, their responsiveness towards customer calls and complains are not addressed to the expected level.

scholarly journals The Effectiveness of Switching Barrier on Customer Loyalty Mediated with Customer Satisfaction: Telecommunication Industry, Batticaloa

2018 ◽  
pp. 1-9
Author(s):  
Shamini Howshigan ◽  
V. R. Ragel
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Service Providers ◽  
Practical Knowledge ◽  
Telecommunication Service ◽  
Mobile Telecommunication ◽  
Mobile Telecommunications ◽  
Factors Affecting ◽  
Mediating Role ◽  
Correlation And Regression Analysis

The mobile telecommunications service providers face technical hitches to meet customer loyalty, to increase the market share. Therefore, service providers should be conscious of the factors affecting customer loyalty in building strong relationships. This study aims to investigate the effectiveness of switching barrier on customer loyalty with regards to customer satisfaction in mobile telecommunication service providers. The objective of this study is to identify the level, relationship and impact of switching barrier on customer satisfaction and loyalty. Finally, the study examines the mediating role of satisfaction. This study was based on the customer’s perspectives and their experiences with mobile telecommunications service in Batticaloa. Data were obtained from the sample 200 customers, and stratified random sampling was used. The descriptive statistics, correlation and regression analysis were used to analyse the data. The results revealed that the switching barrier has a significant impact on loyalty and satisfaction. Same as satisfaction has significant impact on loyalty. And also, switching barrier impact on customer loyalty significantly through customer satisfaction. The study contributes to existing theoretical and practical knowledge by providing evidence regarding the relationships between switching barrier on customer loyalty, and customer satisfaction. The telecommunication service providers, in Sri Lanka; it is growing rapidly with high competition between the service providers. Hence, this research has the potential to contribute to the overall telecommunication service providers in terms of how to maintain long-term relationships between the service providers and their customers through the strategies of switching barrier.

System Frame Erasure Rate and its Relationship to Perceived Call Quality in a Wireless Network

2013 ◽  
Vol 5 (4) ◽  
pp. 21-52
Author(s):  
Mike Irizarry ◽  
Mary Lind
Keyword(s):  
Customer Satisfaction ◽  
Wireless Network ◽  
Customer Loyalty ◽  
Service Providers ◽  
Customer Perception ◽  
Customer Perceptions ◽  
Wireless Service ◽  
Network Quality ◽  
The Relationship ◽  
Wireless Industry

This study demonstrates the relationship between customer perceptions of call quality and actual, objective call quality. This is important because the wireless industry invests substantially in network assets in the hopes of adding new wireless subscribers and retaining existing wireless subscribers. This research has contributed to a deeper understanding of the call quality / customer perception relationship demonstrating the need for wireless service providers to continually improve the network quality to increase customer satisfaction and customer loyalty.

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

scholarly journals The Relationship between Reputation, Customer Satisfaction, Trust, and Loyalty

2014 ◽  
Vol 4 (3) ◽  
pp. 368 ◽  
Author(s):  
Roshana Gul
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Positive Sign ◽  
Medical College ◽  
Independent Variable ◽  
Relationship Of ◽  
The Relationship ◽  
Self Administered Questionnaire

Though a lot of studies have been done to conclude customer loyalty as dependent variable but still there is a vast margin of researches to be conducted in future in different spheres of this construct. On the other hand the truth of the importance of customer loyalty as an enduring asset cannot be falsified. It is fundamental for organizations to build up long term and mutual beneficial associations with the customers. The purpose of this research paper is to show the inter relationship of reputation, customer satisfaction and trust on customer loyalty. According to the observations reputation is the major independent variable that has significant relationship with customer satisfaction, customer loyalty, and trust. Data for this research study was taken from the Islamia University, Quaid-e-Azam Medical College, and different banks located at various geographic locations of Bahawalpur region of Pakistan. Data was collected through self administered questionnaire and analyzed by using regression through SPSS. The results have been drawn from 150 users of NISHAT LINEN and it was found that there is positive and significant relationship among reputation, customer satisfaction, trust and customer loyalty. Hence the studies give the positive sign that with the increment of reputation, customer satisfaction and trust the customer loyalty enhances.  

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