scholarly journals The Role of Satisfaction as Mediation Influence Relational Benefits against Bank Customer Commitment: Survey on Institutional Customers

2019 ◽  
Author(s):  
Susanta Susanta ◽  
Hendro Widjanarko ◽  
Humam Santosa Utomo ◽  
Suratna Suratna
Keyword(s):  
Customer Commitment ◽  
Relational Benefits

Tour Leader Attachment and Customer Citizenship Behaviors in Group Package Tour: The Role of Customer Commitment

2015 ◽  
Vol 21 (6) ◽  
pp. 642-657 ◽  
Author(s):  
Jui-Chang Cheng ◽  
Cheng-Shiung Wu ◽  
Chang-Hua Yen ◽  
Chien-Yu Chen
Keyword(s):  
Citizenship Behaviors ◽  
Customer Commitment

scholarly journals role of brand image and customer commitment in mediating service quality towards customer loyalty

2021 ◽  
Vol 9 (1) ◽  
pp. 79-89
Author(s):  
Anak Agung Bagus Putra Mahatama ◽  
Made Wardana
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Credit Institution ◽  
Customer Commitment ◽  
Technology Improvement

The purpose of this study is to explain the role of brand image and customer commitment in mediating the effect of service quality on customer loyalty. The population in this study is customers at Kedonganan Village Credit Institution. The purposive sampling method has been used with 130 respondents included. Questionnaires were distributed and the result are analyzed using PLS (Partial Least Square) technique. The results of this study indicate that service quality has a positive and significant effect on brand image, customer commitment, and customer loyalty at Kedonganan Village Credit Institution. There was a significant role of brand image and customer commitment in mediating the effect of service quality on customer loyalty at Kedonganan Village Credit Institution. In order to improve brand image and customer commitment, it is hoped that Kedonganan Village Credit Institution will be able to provide faster service, attractive promotions, and technology improvement to encourage customer loyalty.

‘Consumers’ Evaluation of Unethical Marketing Behaviors: The Role of Customer Commitment’

2005 ◽  
Vol 62 (3) ◽  
pp. 237-252 ◽  
Author(s):  
Rhea Ingram ◽  
Steven J. Skinner ◽  
Valerie A. Taylor
Keyword(s):  
Customer Commitment

scholarly journals Measuring the mediating effect of customer trust - A case of corporate banking sector

2014 ◽  
Vol 11 (4) ◽  
pp. 463-468
Author(s):  
Nalin Abeysekera ◽  
Ananda Wickramasinghe
Keyword(s):  
Transformational Leadership ◽  
Relationship Marketing ◽  
Banking Sector ◽  
Mediating Effect ◽  
Intellectual Stimulation ◽  
Idealized Influence ◽  
Customer Commitment ◽  
Customer Trust ◽  
The Relationship

Understanding transformational leadership and relationship marketing is essential to exploit the future marketing strategies in the contemporary market environment, particularly in volatile and complex marketplace. This study attempts to explore and establish a link between these concepts through variables of transformational leadership; namely, intellectual stimulation and idealized influence with popular “trust-commitment” framework in relationship marketing. The corporate banking sector in Sri Lanka has been selected and one hundred salespersons were selected as a sample. It has been found that customer trust significantly mediates the relationship between the idealized influence behavior of a salesperson and customer commitment. Additionally customer trust significantly mediates the relationship between intellectual stimulation behavior of a salesperson and customer commitment .Thus the role of trust can be considered as important in the context of banking in bank-corporate client partnership strategy.

The important role of ethical behavior in improving customer loyalty

2020 ◽  
pp. 1-16
Author(s):  
Gede Riana
Keyword(s):  
Customer Loyalty ◽  
Ethical Behavior ◽  
Positive Influence ◽  
Customer Commitment ◽  
Research Questions ◽  
Customer Trust ◽  
The Relationship ◽  
Positive Effect ◽  
Significant Positive Influence

PURPOSE: This research was done to 1). Explain the influence of ethical behavior on customer trust and loyalty. 2) Explain the influence of ethical behavior on customer commitment and loyalty. 3) Analyze the influence of ethical behavior on customer trust and commitment. DESIGN/METHODOLOGY: This research was done using well-structured and comprehensive procedures to examine the relationship among variables in order to obtain valid answers for the research questions. An explanatory design in the form of survey was employed to describe and investigate the relevant phenomena and factual information. FINDINGS: The conclusions of this research are drawn as follows. 1) Ethical behavior has a significant positive influence on trust. This means that the ethical behavior of employees in providing services to customers increases customer trust. 2) Ethical behavior has a positive and insignificant influence on commitment. This implies that ethical behavior shown by employees is not yet able to improve customer commitment. 3) Ethical behavior has a negative and insignificant influence on loyalty. Therefore, ethical behavior does not have any significant role in increasing customer loyalty. 4) Trust has a significant positive effect on customer commitment. This implies that customer trust plays an important role in increasing the commitment of customers. 5) Trust has a significant positive influence on customer loyalty. Thus, stronger trust supports stronger customer loyalty. 6) Commitment has a significant positive influence on loyalty. This implies that the customer’s commitment upon their perception of services provided by employees is able to increase customer loyalty. ORIGINALITY: The population of this study included all Bank customers in Denpasar City. Samples were selected using a purposive sampling method to select samples based on certain specific objectives. Only customers who had completed their transaction at the Bank could be selected as the samples.

Examining the impact of relational benefits on continuance intention of PBS services: mediating roles of user satisfaction and engagement

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Pinaki Nandan Pattnaik ◽  
Mahendra Kumar Shukla
Keyword(s):  
User Satisfaction ◽  
Health And Safety ◽  
Reliability And Validity ◽  
Sampling Technique ◽  
Continuance Intention ◽  
Content Type ◽  
Mediating Role ◽  
Relational Benefits ◽  
The Impact

PurposeThe purpose of this study is to examine the dimensionality of relational benefits in public bike sharing (PBS) and explore the mediating role of user satisfaction and engagement on the linkage between relational benefits and continuance intention.Design/methodology/approachThis study used a mixed method approach. Data were collected using convenience sampling technique from 411 users of PBS in Bhubaneswar, India. In the first part of the study, in-depth interviews were conducted to identify a set of relational benefits for scale development. In the second part, CB-SEM was used to establish the reliability and validity of the scale and test the hypotheses linking relational benefits with user satisfaction, engagement and continuance intention.FindingsThe analysis suggests that relational benefit is a second order construct having five distinct yet related dimensions namely economic, convenience, environmental, identity related and health and safety benefits. Also, the impact of relational benefits on continuance intention is positively and significantly mediated through user satisfaction and engagement.Research limitations/implicationsThis study is conducted in only one Indian city and is limited to PBS, which, is one of the elements of green transportation and does not cover other modes of transportation. Therefore, generalization of findings beyond this region and the mode of transportation should be done with caution.Originality/valueThis study contributes to the extant management literature by examining the mediating role of user satisfaction and engagement on the linkage between relational benefits and continuance intention which is an unexplored area of research. The study adds to existing knowledge by exploring the dimensionality of relational benefits in PBS context.

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