The Mediating Effect of Trust on the Relationship between Nonverbal Communication of Flight Attendant and Customer Satisfaction

2021 ◽  
Vol 33 (6) ◽  
pp. 359-374
Author(s):  
Si-Nae Lee ◽  
Myung-Sook Jeon
Keyword(s):  
Customer Satisfaction ◽  
Nonverbal Communication ◽  
Mediating Effect ◽  
Flight Attendant ◽  
The Relationship

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 The Relationship Between Marketing Mix And Customer Loyalty In Hijab Industry: The Mediating Effect Of Customer Satisfaction

2016 ◽  
Vol 37 ◽  
pp. 366-371 ◽  
Author(s):  
Norsyaheera Abd Wahab ◽  
Lailatul Faizah Abu Hassan ◽  
Siti Asiah Md Shahid ◽  
Siti Noorsuriani Maon
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Mediating Effect ◽  
The Relationship

scholarly journals Assessing the interrelationships between customer satisfaction, perceived value and behavioral intention among Maldivians seeking medical care within medical tourism services: Empirical evidence from the Maldives

2021 ◽  
pp. 1845-1854
Author(s):  
Ahmed Ali Jaleel ◽  
Mohd Shukri Ab Yajid ◽  
Ali Khatibi ◽  
S. M. Ferdous Azam
Keyword(s):  
Customer Satisfaction ◽  
Medical Care ◽  
Behavioral Intention ◽  
Medical Tourism ◽  
Service Providers ◽  
Care Service ◽  
Perceived Value ◽  
Mediating Effect ◽  
Cross Sectional ◽  
The Relationship

Empirical studies related to interrelationships between variables perceived value, customer satisfaction and behavioral intention conducted in the Maldives context and in the medical care industry is very rare. A quantitative cross-sectional study conducted in natural settings using a survey questionnaire to assess the interrelationships between above mentioned variables by utilizing a conceptual model created from three interrelationship models obtained from previous research. Data collected from willing participants across the 19 atolls resulting in a total of 385 responses obtained after data cleaning. A stratified proportionate random sampling method used. SPSS 25.00 and AMOS 23.00 used as analysis tools. The Sobel test applied to analyze the mediating effect of customer satisfaction on the relationship between perceived value and behavioral intention which confirmed a positive and significant relationship between perceived value, customer satisfaction and behavioral intention. Study rejected the hypothesis which test the mediation of customer satisfaction on the relationship between perceived value and behavioral intention. This study is first of its kind to generalize findings on Maldivian’s medical seeking behavior, and results helps policymakers, medical practitioners, medical institutions, and respective administrations to provide better customer perceived value towards providing higher customer satisfaction, which in effect improve customer behavioral intention towards medical care service providers.

scholarly journals The Impact of Service Delivery System Process and Moderating Effect of Perceived Value in Internet Banking Adoption

2020 ◽  
Vol 24 ◽  
Author(s):  
Rajiv Kumar ◽  
Amit Sachan ◽  
Ritu Kumar
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Perceived Value ◽  
Internet Banking ◽  
Moderating Effect ◽  
Mediating Effect ◽  
Behavioural Intention ◽  
Service Delivery System ◽  
The Impact ◽  
The Relationship

This study identifies the impact of Internet banking service delivery system (IBSDS) process on consumer behaviour; the mediating effect of customer satisfaction on the relationship between IBSDS process and behavioural intention; and the moderating effect of the customer’s perceived value. The study uses a quantitative method using the data collected from 416 respondents. Mediated regression is used to examine the mediating effect of customer satisfaction. SPSS Process v2.16.3 is employed to analyse the moderating effect of the perceived value. The results indicate that IBSDS process impacts customer satisfaction and behavioural intention. Further, customer satisfaction plays a partial mediating role between the association of IBSDS process and behavioural intention. This study provides evidence that the technological capabilities embedded in the bank website processes are an important factor in determining customer satisfaction and ultimately behavioural intention. The study also reveals that perceived value moderates the relationship between IBSDS process and customer satisfaction, and between customer satisfaction, and, behavioural intention. It also adds to the existing knowledge on the adoption of Internet banking literature. Academicians and information systems researchers may use these findings for further research. Financial service providers or related agencies may consider the attributes of the IBSDS process (e.g., navigation, searching, transacting, etc.) while designing their Internet banking services to provide enhanced customer experiences. The paper also highlights the research limitations and scope for future research.

scholarly journals Retailer's Innovative Differentiation Method Based on Customer Experience: Focusing Mediating Effect of Omni-channel Shopper Type

2017 ◽  
Vol 21 (2) ◽  
pp. 37 ◽  
Author(s):  
Sangmin Lee ◽  
Tae-seon Lim
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Customer Experience ◽  
Mediating Effect ◽  
Survey Questionnaire ◽  
Differentiation Method ◽  
Customer Attitude ◽  
Survey Responses ◽  
The Relationship

<p><strong>Purpose:</strong> The purpose of this study is to examine the relationship between customer satisfaction and customer attitude by focusing on the mediating effect of Omni-channel shopper type.</p><p><strong>Methodology/Approach:</strong> A survey questionnaire was conducted by the consumer who purchased fashion clothing at SPA brand store in Daegu, Korea. Total of 364 survey responses were collected for data analysis.</p><p><strong>Findings:</strong> The study found that customer experience has been stimulated by experiential providers. It was also found that customer experience positively influenced on store attitude.</p><p><strong>Research Limitation/implication:</strong> This study limited the retail stores to SPA brand stores. Therefore, there had limitation in generalizing the results of this study in other types of retail industry.</p><p><strong>Originality/Value of paper:</strong> The study will be of benefit to both the scholars and marketing practitioners in terms of moderating effect of Omni-channel shopper types on consumer satisfaction.</p>

scholarly journals Relationship between Service Quality, Customer Loyalty and Customer Satisfaction

2018 ◽  
Vol 6 (2) ◽  
pp. 135-154
Author(s):  
Atif Mahmood ◽  
Muhammad Luqman Tauheed Rana ◽  
Sara Kanwal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Mediating Effect ◽  
Bank Management ◽  
Complete Survey ◽  
Survey Responses ◽  
The Relationship ◽  
Self Administered Questionnaire

This study examined the influence of service quality on customer loyalty, and aimed to determine if this relationship was mediated by customer satisfaction. Data were gathered from customers of eight banks in Pakistan through an adapted self-administered questionnaire. Respondents were selected using convenience sampling. The distributed questionnaire was based on a modified SERVQUAL model.479 complete survey responses were returned out of a total of 700 distributed. The completed questionnaires were examined through descriptive statistics, regression analysis, and PROCESS technique (Hayes2013). Results revealed a significant effect of service quality on customer loyalty. Customer satisfaction was found to have a significant mediating effect on the relationship between service quality and customer loyalty. The outcomes of our study could be useful for policy-making in bank management, and future banking expansion. There is additional generalized benefit to having insight into customers’ thinking regarding the banking sector.

Sign in / Sign up

Export Citation Format

Share Document