scholarly journals Does CSR Enhance Young Bank Customers’ Satisfaction and Loyalty in a Developing Economy? The Mediating Role of Trust

2020 ◽  
Vol 5 (2) ◽  
Author(s):  
Rabia Rasheed ◽  
Stella Zulu-Chisanga
Keyword(s):  
Customer Satisfaction ◽  
Developing Economies ◽  
Positive Association ◽  
Business Environment ◽  
Corporate Identity ◽  
Point Of View ◽  
Mediating Effect ◽  
Mediating Role ◽  
Customer Satisfaction And Loyalty

The role of corporate social responsibility (CSR) on firm performance is well documented in the literature. Although the majority of the evidence available points to a positive association between CSR and determinants of company performance such as monetary performance, personnel commitment and corporate identity, findings still remain rather inconclusive as negative or no correlation results are also reported. In addition, little is known about how CSR is perceived from a bank customer’s point of view and studies examining its effect on customer satisfaction and loyalty in developing economies are scanty. Drawing insights from the stakeholder and signaling theories, this study examines the effect of CSR on customer satisfaction and customer loyalty. The study also examines the mediating role of trust on these relationships. Data from 348 bank customers in Zambia indicate that CSR positively affects satisfaction and loyalty. It was also established that trust has a significant mediating effect on the relationships. With the increase in complexity and dynamism of today’s business environment banks are advised to be more socially responsible as one way of building trust and customer satisfaction and loyalty.

scholarly journals The Influence of Service Quality, Price, and Environment on Customer Loyalty in the Restaurant's Industry: The Mediating Role of Customer Satisfaction

2021 ◽  
Vol 7 (1) ◽  
pp. 143-154
Author(s):  
Danish Ali ◽  
Mohammad Alam ◽  
Hazrat Bilal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Association ◽  
Restaurant Industry ◽  
Capital City ◽  
Mediating Role ◽  
Service Fairness

The purpose of this research is to examine the influence of service quality (SQ), Price (P) and Restaurant Environment (RE) on customer loyalty (LOY), via the mediating role of customer satisfaction (SAT) in the context of the restaurant industry in the capital city of Pakistan (Islamabad). Five hundred questionnaires were distributed at various restaurants in a different location at Islamabad, and 385 were returned. Multiple Regression Analysis was used to test hypothesis relationships. The outcome of this research shows that SQ, Pand RE have a positive association with the SAT. In contrast, customer satisfaction also leads to customer loyalty. Moreover, customer satisfaction significantly mediates the association among SQ, P, RE, and customer loyalty. The restaurant operators need to consider that good quality of service, fairness in price, pleasant and attractive restaurant the environment can increase customer satisfaction, which often contributes to customer loyalty.

The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction

2020 ◽  
Vol 32 (3) ◽  
pp. 543-558 ◽  
Author(s):  
Neale J. Slack ◽  
Gurmeet Singh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Policy Makers ◽  
Content Type ◽  
Mediating Role ◽  
Corporate Resources ◽  
Customer Satisfaction And Loyalty

PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing customer's perceptions of service quality, leading to lower customer loyalty.Practical implicationsThis study provides an indication as to where supermarkets should target their marketing attention and scarce corporate resources and may help in their efforts to service, satisfy, retain and attract more long-term loyal customers in the increasingly competitive supermarket sector. This research could inform government policy makers in sequencing the supermarket sector transformation and assist local supermarkets to adapt to this changing retail landscape.Originality/valueThis study advances our understanding of the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.

Examining the impact of socialization and information sharing and the mediating effect of trust on innovation capability

2016 ◽  
Vol 36 (11) ◽  
pp. 1601-1624 ◽  
Author(s):  
Nisha Paul Kulangara ◽  
Sherry Avery Jackson ◽  
Edmund Prater
Keyword(s):  
Information Sharing ◽  
Business Environment ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Innovation Capability ◽  
Content Type ◽  
Mediating Role ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to investigate the interrelationship between trust, socialization, and information sharing on the buying firm’s innovation capability in the context of the buyer-supplier relationship (BSR). A nomological model is developed that examines the mediating role of relational capital (supplier trust) on the relationship between structural capital (socialization and information sharing) and innovation capability. Design/methodology/approach A survey was conducted on 357 US executives. Structural equation modeling was used to analyze the hypothesized relationships. Findings Information sharing and formal socialization activities increased the buying firm’s trust in its key supplier. However, formal socialization activities within the context of the business environment did not have a significant direct impact on buyer’s innovative capabilities; but when mediated by trust, it positively impacted innovation capabilities. Informal socialization within the context of the social environment directly impacted innovation capabilities but trust did not mediate the relationship. Information sharing impacted trust and innovation significantly and trust mediated the impact of information sharing on innovation capabilities. Originality/value This study defines the formal and informal aspects of socialization and investigates its impact on trust and buyer innovation capabilities. This is one of the few studies that highlights the mediating role of trust between firms to facilitate innovation capability.

scholarly journals Factors Affecting Employee Performance in Family Entertainment Industry: The Mediating Role of Motivation

2021 ◽  
pp. 118-124
Author(s):  
Amsal Manatap Hamaloan ◽  
◽  
K. Dianta A. Sebayang ◽  
Corry Yohana ◽  
◽  
...  
Keyword(s):  
Structural Equation ◽  
Employee Performance ◽  
Market Competition ◽  
Positive Association ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Significant Positive Association ◽  
Factors Affecting ◽  
Mediating Role

Companies that organize family entertainment activities caught the attention of researchers during the COVID-19 pandemic, as family entertainment became one of the main ways to relieve stress and dispel boredom during quarantine. Employees are a key asset for these companies, which ensures their market competition, and therefore the demand for entertainment services depends on the productivity and quality of their work to some extent. The purpose of this study is to determine the mediating effects of motivation in the relationship between discipline, competence, and employee performance. The number of samples used is 142 respondents from family entertainment employees in Jakarta, Indonesia. Data collection was carried out by distributing questionnaires using a 5-point Likert scale. The data of the survey were analyzed and interpreted with Partial Least Squares-Structural Equation Modeling (PLS-SEM). This study finds non-significant positive associations between discipline and employee performance but a significant positive association between discipline and motivation. The result indicates that competence has a direct effect on motivation and employee performance. Meanwhile, motivation (as a mediator variable) has a partial and full mediating effect, in which discipline and competence are independent variables, and employee performance is a dependent variable. Findings from this study can be used to address productivity problems in family entertainment companies. It was revealed that companies can grow and develop through discipline and competence, which lead to increased employee performance.

scholarly journals The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector

SAGE Open ◽  
2020 ◽  
Vol 10 (2) ◽  
pp. 215824402093588 ◽  
Author(s):  
Sadia Khatoon ◽  
Xu Zhengliang ◽  
Hamid Hussain
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Positive Impact ◽  
Mediating Effect ◽  
Security And Privacy ◽  
Mediating Role ◽  
Banking Service ◽  
The Relationship

This study investigates the relationship between the dimensions of electronic (E)-banking service quality and customer purchasing intentions with the mediating role of customer satisfaction. Data were collected from employees and customers, working in different banks of Qatar through a validated closed-ended questionnaire from a sample of 235. Correlation analysis and regression analysis were implied to the obtained data to test the study hypothesis, and the report provided accurate results as per our expectations. The results of the study indicate that reliability, efficiency, responsiveness, communication, security, and privacy have a significant and positive impact on customer purchasing intentions. Customer purchasing intentions are significantly increased when the customers are satisfied with E-banking service quality. The mediating role of customer satisfaction was established for E-banking service quality and customer purchase intentions. Customer satisfaction tested as a mediator has shown a partial impact on the relationship between information technology (IT), E-banking service quality, and customer purchasing intentions. This study has significantly contributed to the area of research primarily within the domain of behavioral finance. The study also provides significant implications for academicians and practitioners.

scholarly journals Linking CSR and Customer Engagement: The Role of Customer-Brand Identification and Customer Satisfaction

SAGE Open ◽  
2021 ◽  
Vol 11 (3) ◽  
pp. 215824402110401
Author(s):  
James Agyei ◽  
Shaorong Sun ◽  
Emmanuel Kofi Penney ◽  
Eugene Abrokwah ◽  
Richmond Ofori-Boafo
Keyword(s):  
Customer Satisfaction ◽  
Life Insurance ◽  
Structural Equation ◽  
Mediating Effect ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Brand Identification ◽  
Mediating Role ◽  
Corporate Social

The study investigates how corporate social responsibility (CSR) impacts customer engagement and the mediating role of customer-brand identification and customer satisfaction. Survey data collected from 293 life insurance customers were analyzed using structural equation modeling. The findings reveal that CSR, customer-brand identification, and customer satisfaction are essential drivers of customer engagement. Furthermore, the findings show that CSR significantly influences customer-brand identification and customer satisfaction. The results also show that customer-brand identification and customer satisfaction play a key mediating effect in the relationship between CSR and customer engagement. The findings underscore the need for life insurance firms to consider CSR as a strategic instrument to stimulate and elicit favorable customer responses.

scholarly journals Entrepreneurial Orientation and its Dimensions Impact on Firms Performance with the Mediating role of Innovation Performance

2019 ◽  
Vol 7 (2) ◽  
pp. 49-59
Author(s):  
Yasmeen Sultan ◽  
◽  
Sualeh Khattak ◽  
Habib Ahmed
Keyword(s):  
Firm Performance ◽  
Entrepreneurial Orientation ◽  
Positive Association ◽  
Innovation Performance ◽  
Mediating Effect ◽  
Policy And Practice ◽  
Significant Positive Association ◽  
Mediating Role ◽  
Growing Economy

The Entrepreneurial Orientation (EO) of firms is broadly described as a dimension of strategic posture and important part for enhancing firm Performance. The current study investigated the effect of Entrepreneurial orientation and its dimensional factors (Innovativeness, Risk-taking, Pro-activeness, Competitive Aggressiveness and Autonomy) on firm Performance with the mediating effect of Innovation Performance. Based on data from SMEs, the results indicated that EO has a significant positive association with firm execution. First, Entrepreneurial orientation focus on grown-up economy was expanded, taking a step in the direction of the applicability of the Entrepreneurial Orientation idea in the growing economy perspective. Second, it was explored how Innovation performance connected with SMEs performance and competitive power control the association between entrepreneurial orientation and firm performance. The most important objectives of these studies are to establish the level of Entrepreneurial Orientation on SME and create the influence of this orientation on firms performance. The Research study also represents policy and practice that give a source for entrepreneurial orientation decision and actions. In other words, it was established that EO helps SMEs owners to act entrepreneurially

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