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.

Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

2018 ◽  
Vol 9 (2) ◽  
pp. 18-32
Author(s):  
Andy Mulyana ◽  
Devi Ayuni
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Management Program ◽  
Equation Modeling ◽  
Online Tutorial ◽  
Student Loyalty ◽  
The Relationship ◽  
Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

scholarly journals Sustainable Competitive Advantage through Entrepreneurship, Market-Oriented Culture, and Trust

2021 ◽  
Vol 13 (7) ◽  
pp. 3986
Author(s):  
Jun-Chul Ha ◽  
Jun-Woo Lee ◽  
Jee Young Seong
Keyword(s):  
Work Engagement ◽  
Risk Taking ◽  
Choice Theory ◽  
Business Environment ◽  
Positive Influence ◽  
Mediating Effect ◽  
Sustainable Competitive Advantage ◽  
The Relationship ◽  
Positive Effect ◽  
Significant Positive Influence

In a rapidly changing business environment, the entrepreneurship of top management is essential for the survival and sustainable development of the enterprise. Building on the view of the strategic choice theory, this study identifies the relationship between entrepreneurship, market-oriented culture, and work engagement. Data were collected from 493 employees regularly working in small and medium-sized firms in South Korea. The results of this study indicate: (1) entrepreneurship (consisting of innovation, proactiveness, and risk-taking) has a significant positive influence on market-oriented culture, (2) entrepreneurship positively affects work engagement, (3) market-oriented culture has a significant positive effect on work engagement, (4) the effects of innovation and proactiveness on work engagement are significant, controlling for market-oriented culture, showing the partial mediating effect of market-oriented culture on work engagement, and (5) CEO trust moderates the relationship between risk-taking and work engagement. Theoretical and practical implications are suggested.

Electronic commerce adoption, entrepreneurial orientation and small- and medium-sized enterprise (SME) performance

2014 ◽  
Vol 21 (1) ◽  
pp. 100-116 ◽  
Author(s):  
Michael Abebe
Keyword(s):  
Growth Rate ◽  
Entrepreneurial Orientation ◽  
Positive Influence ◽  
Sales Growth ◽  
Content Type ◽  
And Performance ◽  
The Relationship ◽  
Significant Positive Influence ◽  
Structured Questionnaire

Purpose – This study aims to contribute to the literature by addressing two research questions: is there a relationship between e-commerce adoption and performance of SMEs? And, more importantly, does the degree of entrepreneurial orientation moderate the relationship between e-commerce adoption and SME performance? Design/methodology/approach – Data were collected from a sample of 55 manufacturing and service SMEs located in the state of Texas, USA, between 2008 and 2009 using a structured questionnaire. Customized questionnaires were mailed out to the owner-managers of 55 SMEs. A moderated regression analysis was conducted to test the two hypotheses. Findings – The results suggest that e-commerce adoption has a significant, positive influence on SMEs' average sales growth rate and that adopters of e-commerce technology have significantly higher average sales growth rate than non-adopters. The results also indicate that e-commerce adoption positively affects SMEs' annual sales growth rate even more when the sample firms have higher level of entrepreneurial orientation. Overall, the results of this analysis indicate the importance of e-commerce adoption as well as SMEs' entrepreneurial orientation on the performance of SMEs. Research limitations/implications – The findings of this study can be useful for SMEs in general as a means of understanding how e-commerce adoption positively affects the firm's performance. Such a relationship suggests that e-commerce adoption is an important factor that can enhance firm's internal processes and ultimately performance. Therefore, e-commerce adopters should continue to utilize this technology while non-adopters should consider harnessing the potential of this technology to further streamline their operations and effectiveness. Originality/value – This study contributes to the literature by providing empirical evidence on the role of e-commerce adoption and entrepreneurial orientation in small firm performance.

scholarly journals The Influence of Job Satisfaction on Loyalty of Tourism Buses’ Drivers and Their Assistants in Malang through Organizational Commitment

2018 ◽  
Vol 23 (2) ◽  
pp. 63
Author(s):  
Luthfi Jauharotun Nisa'
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Human Resources ◽  
Sampling Method ◽  
Positive Influence ◽  
Significant Positive Effect ◽  
The Relationship ◽  
Positive Effect ◽  
Significant Positive Influence ◽  
Collection Methods

A person’s loyalty is a form of loyalty to an object, both people and tasks. But in fact in the current era, loyalty is a difficult thing to find. Human resources who born in 1983-1997 or called Y generation have lower loyalty than X generation (1963-1982). So that studying loyalty of tourism buses’ drivers and their assistants is an interesting thing in order to know what cause the loyalty of drivers and their assistants. The purpose of this study are (1) to find out the description of job satisfaction, organizational commitmen and driver and kernet loyalty, (2) to find out whether there is a significant positive influence on job satisfaction on the driver's and kernet's organizational commitment, (3) to find out whether there is a positive influence significant organizational commitment to driver and kernet loyalty, (4) to determine whether there is a significant positive influence on job satisfaction on driver and kernet loyalty, (5) and to find out whether there is a significant positive effect on job satisfaction on driver loyalty and kernet through organizational commitment. This research is quantitative and using path analysis to determine the relationship between variables. The sampling method uses purposive sampling in the form of judment sampling. Population in this research is 125 driver and kernet in Malang with sample 105 driver and kernet. Data collection methods use a closed questionnaire. The research results show that: (1) Job satisfaction has a positive and significant effect on the driver's and kernet's organizational commitment; (2) Organizational commitment has a positive and significant influence on driver and kernet loyalty; (3) Job satisfaction has a positive and significant impact on driver and kernet loyalty; (4) Job satisfaction affects the loyalty of driver and kernet through organizational 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.

Research the Influence of Entrepreneurs' Cognition on Dynamic Capability Based on Resources Restriction

2013 ◽  
Vol 834-836 ◽  
pp. 1862-1868
Author(s):  
Xiao Qin Zhu ◽  
Zhao Hui Du
Keyword(s):  
Structural Equation Model ◽  
Significant Role ◽  
Structural Equation ◽  
Market Research ◽  
Positive Influence ◽  
Equation Model ◽  
Dynamic Capability ◽  
The Relationship ◽  
Significant Positive Influence

This paper analyzes the relationship between the resources restriction, the entrepreneurs' cognition and the dynamic capability, and using the market research and the structural equation model to test them, it is found that entrepreneurs' cognition of three aspects: namely, environmental alertness, enterprise internal cognition and metacognitive ,which have significant positive influence on dynamic capability, the influence of the environmental alertness on the dynamic capability is the largest among them. At the same time, the resources restriction plays a significant role of regulation for the relationship between entrepreneurs' cognition and dynamic capability.

scholarly journals Green Purchasing Behaviour towards Compostable Coffee Pods

2021 ◽  
Vol 13 (12) ◽  
pp. 6558
Author(s):  
Rebecca Visser ◽  
Siphiwe Dlamini
Keyword(s):  
South African ◽  
Structural Equation ◽  
Online Survey ◽  
Positive Influence ◽  
Environmental Attitude ◽  
Purchasing Behaviour ◽  
Green Purchasing ◽  
The Relationship ◽  
Positive Effect ◽  
Significant Positive Influence

The field of green marketing and purchase behaviour has been growing in the last couple of years; consequently, there is a need to understand this behaviour among coffee consumers. Coffee is considered one of the widely consumed beverages in the world. There is heightened consciousness towards the environmental awareness of the product of compostable coffee pods. This study aims to fill this gap by providing a holistic conceptual framework to determine which factors influence green purchasing behaviour with regard to compostable coffee pods and whether gender and income have an impact. To achieve this aim, structural equation modelling (SEM) will be utilised on SmartPLS from data collected from 133 South African coffee pod consumers using an online survey. The findings indicated that interpersonal influence and altruistic values have a significant positive influence on environmental attitude and that environmental attitude has a significant positive effect on green purchasing behaviour. However, it was found that no significant relationship was observed between environmental knowledge and environmental attitude. Regarding the influence of gender and income as mediators, no influence was found in the relationship between environmental attitude and green purchasing behaviour. However, income level partially mediates this relationship. The results will provide practical solutions for marketers and policymakers.

scholarly journals Customer Loyalty towards Islamic Banks: The Mediating Role of Trust and Attitude

2021 ◽  
Vol 13 (19) ◽  
pp. 10758
Author(s):  
Mohamed Albaity ◽  
Mahfuzur Rahman
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Software Package ◽  
Islamic Banks ◽  
Mediating Effects ◽  
Mediating Role ◽  
Customer Trust ◽  
The Relationship ◽  
Religious Obligation

Islamic banks have faced many challenges either from rivals or customers who look for better products and services. This study examined both the direct and mediating effects of selected variables influencing Islamic banks’ customer loyalty. The direct links were satisfaction, attitude towards Islamic banks, customer trust, and religious obligation to customer loyalty. On the other hand, the indirect links were through the mediators’ trust and attitude. A sample of 416 working Muslims in the UAE was collected and analysed. We used PLS-SEM techniques and the SmartPLS 3.0 software package to investigate customers’ loyalty towards Islamic banks. It was found that all the direct links were positive and significant, and were mediating relationships. This result implied that the respondent’s attitude toward Islamic banks and customer trust plays a significant role in understanding the relationship between customer satisfaction, religious obligation, and customer loyalty. In other words, both customer satisfaction and religious obligation indirectly created customer loyalty through the mediators. This study is one of the few studies that incorporate religious obligation as one of the determinants of customer loyalty.

scholarly journals DETERMINASI PENDIDIKAN AGAMA ISLAM DAN POLA ASUH DEMOKRATIS TERHADAP AKHLAK REMAJA

2021 ◽  
Vol 5 (1) ◽  
pp. 1-16
Author(s):  
ABIDATUL MARDLIYAH
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Religious Education ◽  
Parenting Style ◽  
Positive Influence ◽  
Significance Level ◽  
The Relationship ◽  
Positive Effect ◽  
Significant Positive Influence ◽  
Existing Data

Abstract: This study aims to determine the relationship between Islamic religious education and democratic parenting style with adolescent morals. The subjects of this study were 79 adolescents living in Sumbermulyo, Jogoroto, Jombang Regency. To obtain data on the relationship between Islamic Religious Education and democratic parenting style with adolescent morals, a questionnaire compiled by the researcher was used. To achieve this goal, the data were analyzed by means of regression analysis, as well as by observations and some existing data and documents. Based on the results of data analysis, obtained t count of 5.636 when referred to the value of t table at the significance level of 5% obtained t table value of 1.67 so that t count is greater than t table (5.636 ?1.67), then the results are significant. Thus it can be concluded that, (1) there is a significant positive influence between Islamic Religious Education on adolescent morals in the community of Sumbermulyo, Jogoroto, Jombang Regency; (2) there is a positive effect of democratic parenting on adolescent morals Keywords: Islamic religious education, democratic parenting, adolescent morals

scholarly journals The Function of Tax Amnesty to Strengthen Corporate Taxes, Case Study of Indonesia's Manufacturing Industry

2020 ◽  
Vol 5 (4) ◽  
Author(s):  
Agoestina Mappadang
Keyword(s):  
Corporate Governance ◽  
Manufacturing Industry ◽  
Market Performance ◽  
Positive Influence ◽  
Corporate Tax ◽  
Tax Amnesty ◽  
Tax Audit ◽  
The Relationship ◽  
Positive Effect

The purpose of this study was to examine and analyze: the effect of market performance on corporate tax, examine and analyze the influence of corporate governance on corporate tax, the effect of tax audit on corporate tax, the role of Tax amnesty in moderating relations between market performance and corporate tax, the role of Tax amnesty in moderating corporate governance relationship, and corporate tax, Tax amnesty in moderating the relationship between tax audit and corporate taxThis research model uses panel regression. The unit of analysis is an open company (corporate taxpayer), with a purposive sampling sample, namely taxpayers registered in the Large Taxpayers KPP Two of 44 companies in the period 2014-2017The results showed: Market performance has a positive effect on corporate tax, this shows that the higher market performance as measured by tobins q, the corporate tax will increase; Corporate governance has a positive effect on corporate tax, this shows that the higher the corporate governance index, the corporate tax will increase; Tax audit has a positive effect on corporate tax, this shows that the more there is an examination of the tax, the corporate tax will increase; Tax amnesty strengthens the influence of market performance on corporate tax, because the tax amnesty has a positive influence on the relationship between market performance and corporate tax with a type of pure moderation; Tax amnesty strengthens the influence of corporate governance on corporate tax, tax amnesty has a positive influence on the relationship between corporate governance and corporate tax with a type of pure moderation; Tax amnesty strengthens the effect of tax audits on corporate tax, because tax amnesty has a positive influence on the relationship between tax audits and corporate tax with pure types of moderationModeration of tax amnesty can strengthen the influence of market performance, corporate governance and tax audit on corporate tax.

Sign in / Sign up

Export Citation Format

Share Document