scholarly journals The relationship between switching cost, satisfaction and loyalty of banking customers

2013 ◽  
Vol 16 (3) ◽  
pp. 77-85
Author(s):  
Vinh Quang Nguyen ◽  
Lan Thi Phuong Huynh
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Switching Cost ◽  
Ho Chi Minh City ◽  
Equation Modeling ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
The Relationship

This study explores the relationship between Switching Cost, Satisfaction and Loyalty of banking customer. SEM (Structural Equation Modeling) results analized on 241 banking customers in Ho Chi Minh City indicate that the satisfaction of the customer is the significant antecedent of both attitudianal and behavioral loyalty. Customer satisfaction explains 61% of changes in attitudinal loyalty and 41% changes in behavioral loyalty. Switching Cost is not important with attitudinal and behavioral loyalty of Vietnamese banking customers. Finally, implications for managers are discussed.

scholarly journals The Relationship between Brand Club Personalities, Trust and Brand Loyalty in Fans of Persepolis FC

2016 ◽  
Vol 8 (3) ◽  
pp. 187
Author(s):  
Hamid Roudbari ◽  
Alireza Elahi ◽  
Hossein Akbari Yazdi
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Brand Personality ◽  
Equation Modeling ◽  
Brand Trust ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Sports Clubs ◽  
Statistical Sample ◽  
The Relationship

<p>Fan loyalty is imperative for sports clubs. In fact, fans have more trust in their favorite team will remain loyal to the team. Team managers and sports clubs must win the trust of their fans. Club brand personality is one of the variables that can be used to enhance the trust of the fans. Due to this issue, in this study, the relationship between club brand personality, trust and loyalty of fans have been investigated. The population of this research consists of Persepolis FC fans and 384 persons were evaluated as the statistical sample. To collect the data, the brand personality questionnaire by Tsiotso (2012), the modified questionnaire by Chowdhury and Holbrook (2001), the attitudinal loyalty questionnaire by Gladden and Funk (2003) and the behavioral loyalty questionnaire by Fink et al. (2001) were used. Descriptive and inferential statistics (regression coefficient and Structural Equation Modeling) were used for statistical analysis. The results of structural equation modeling revealed that club brand personality influences on brand trust and it influences behavioral and attitudinal loyalty of the fans. The managers of Persepolis FC can use a brand trust to increase the loyalty of their fans and implement brand personality to gain their trust.</p>

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

Brand Love and Brand Hate: Integrating Emotions into Brand-Related Experiences and Loyalty

2021 ◽  
pp. 2150007
Author(s):  
Harpuneet Singh Kohli ◽  
Sujata Khandai ◽  
Renu Yadav ◽  
Sonia Kataria
Keyword(s):  
Brand Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Brand Experience ◽  
Brand Love ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Fashion Apparel ◽  
The Relationship ◽  
Brand Hate

Branding has always garnered substantial interest among marketers for many years. Brand love and brand hate are two aspects of branding that are drawing a great deal of attention today. Yet, there remains a gap in measuring the effect of brand love and brand hate on the relationship between brand experience and brand loyalty for the fashion apparel sector in India. Data was collected from 250 participants using both online and offline channels. Results imputed from the structural equation modeling show that brand experience is directly related to brand loyalty. In addition, brand love mediates the relationship between brand experience and attitudinal loyalty and for brand hate, ideological incompatibility and symbolic incongruity mediate the relationship between brand experience and attitudinal loyalty, as well as, behavioral loyalty.

scholarly journals The Relationship between Hotel Rating and Customer Outcomes and Its Implication towards Revisit Intention

2018 ◽  
Vol 3 (1) ◽  
pp. 71
Author(s):  
Suresh Kumar ◽  
Miftah Zikri
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Revisit Intention ◽  
Hotel Managers ◽  
The Relationship ◽  
Customer Outcomes ◽  
Return Intention

<p>This research aims to examine HOLSERV with three dimensions namely, employee, tangible and<br />reliability, towards its relationship on customer satisfaction and return intention rather than<br />SERVQUAL because it suits hotel environment. The object analysis was Bandung which proclaimed<br />herself as a tourism city with quiet number of hotels rating as non-star to five-star hotels. From 41<br />three-star hotels, this research managed to cover 29 hotels to conduct this research. Respondents with<br />total number of 355 participated to fill the questionnaire with the helped of hotel managers by<br />spreading it to their customers who were checking out of the hotel. Structural equation modeling was<br />applied to test the hypothesis and the results show that tangibility and reliability influence customers’<br />satisfaction but not employee. In addition, customer satisfaction influences return intention.</p>

scholarly journals PENGARUH ATTRIBUTES, BENEFITS DAN ATTITUDINAL LOYALTYMEMILIKI DAMPAK TERHADAP BEHAVIORAL LOYALTY PADA FANS PERSIB BANDUNG DALAM INDUSTRI SEPAKBOLA INDONESIA

Media Bisnis ◽  
2020 ◽  
Vol 12 (1) ◽  
pp. 49-56
Author(s):  
AULIA DANIBRATA ◽  
KLEMENS WEDANAJI PRASASTYO ◽  
ALZA ALZA
Keyword(s):  
Structural Equation Modeling ◽  
Data Collection ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Research Model ◽  
West Java ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Football Industry

The purpose of this study was to determine the effect of attributes, benefits and attitudinal loyalty has a impact on behavioral loyalty in Bandung fans in the Indonesian football industry. This research is expected to be able to improve the results of previous studies.The population of this study came from fans of Persib Bandung who have a domicile in West Java, had watched Persib Bandung directly and had bought Persib Bandung merchandise. The researcher chose 100 respondents as the sample for this study, used insidental sampling as a sampling technique, and used a questionnaire for data collection. This study uses structural equation modeling as a research model. In addition, SPSS and Warp PLS 3.0 are used as statistical tools.The results of this study indicate that attributes and benefits affect attitudinal loyalty, and attitudinal loyalty has an effect on behavioral loyalty.

scholarly journals Attributes Influencing Overall Tourist Satisfaction and Its Consequences for Muslim-Majority Destination

SAGE Open ◽  
2022 ◽  
Vol 12 (1) ◽  
pp. 215824402110684
Author(s):  
Ilisa Fajriyati ◽  
Adi Zakaria Afiff ◽  
Gita Gayatri ◽  
Sri Rahayu Hijrah Hati
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Online Survey ◽  
Equation Modeling ◽  
Moderation Effect ◽  
Attitudinal Loyalty ◽  
Tourist Satisfaction ◽  
Main Target ◽  
Muslim Majority ◽  
The Relationship

In the context of Muslim-friendly tourism, marketers have to pay attention to the needs of their main target, Muslim tourists. This study aimed to examine the influence of destination attributes, including both generic and Islamic attributes, on overall tourist satisfaction to get a more comprehensive view. Likewise, this study investigated the effect of overall tourist satisfaction on its consequences. The moderation effect of Islamic religiosity on the relationship between Islamic attributes and overall tourist satisfaction was also considered. An online survey was conducted, with a sample of 231 Muslims who traveled to Muslim-majority cities, and the data were analyzed using Structural Equation Modeling. The results showed that both generic and Islamic attributes positively influence overall tourist satisfaction, while its consequences affected their behavioral, attitudinal loyalty, and churn intention. Overall tourist satisfaction was not found to affect complaint intention. Likewise, the moderation effect of Islamic religiosity was insignificant.

A Link Between Attitudinal and Behavioral Loyalty of Service Customers

2020 ◽  
Vol 8 (2) ◽  
pp. 205-215
Author(s):  
Shivani Saini ◽  
Jagwinder Singh
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Survey Methodology ◽  
Past Research ◽  
Equation Modeling ◽  
Clear Understanding ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Health Clinics ◽  
The Relationship

Past research works in the area of customer loyalty are insufficient to provide clear understanding of linkage in attitudinal and behavioral loyalty. In order to explain this linkage, present research tests the relationship between two forms of customer loyalty: attitudinal and behavioral. The study employs survey methodology to collect the responses from 600 customers of health clinics, fitness centers, beauty salons, and convenience stores. The data were collected through a structured questionnaire with a series of statements based on a 7-point Likert scale. To examine the bilateral relationships, a non-recursive model was implemented using structural equation modeling in Amos 17.0 designed for data analytics. The results reveal that attitudinal loyalty drives behavioral loyalty, while behavioral to attitudinal loyalty has been insupportable across the sample collected from diverse service categories. The study provides insights about the design of marketing strategies in targeting customers’ attitudinal loyalty, so that positive behavioral responses can be obtained to sustain the growth and profitability. This research adds value to the growing body of literature on customer loyalty by identifying the relationships between two broad dimensions: attitudinal and behavioral. The study empirically substantiates that an attitude–behavior relationship is significant to achieve true customer loyalty.

scholarly journals PENGARUH RELATIONSHIP MARKETING TERHADAP KEPUASAN NASABAH DAN LOYALITAS NASABAH BANK RAKYAT INDONESIA DI SULAWESI TENGGARA

2017 ◽  
Vol 11 (3) ◽  
pp. 411
Author(s):  
Sudirman Zaid
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Indirect Effect ◽  
Structural Equation ◽  
Equation Modeling ◽  
Path Coefficient ◽  
The Relationship

This research is intended to test the effect of relationship marketing upon customer satisfaction and customer loyalty of the Bank Raykat Indonesia in Southeast Sulawesi. This research applies the explanatory type, namely a research conducted by giving an explanation on the symptoms produced by object of research.The samples of this research involve 200 saving deposits customer of Bank Rakyat Indonesia distributed based on purposive allocation of each Bank Rakyat Indonesia in Southeast Sulawesi. Then, they are analyzed by using SEM (structural equation modeling) by applying the program AMOS (analysis of moment structure) 4.01.The result of this research indicate that the relationship marketing have the positive and significant effect to the customer satisfaction and customer loyalty with the path coefficient each 0.556 and 0.501. And than, customer satisfaction have the positive and significant effect to the customer loyalty with the path coefficient 0.479. Beside that, the relationship marketing have the indirect effect to the customer loyalty, mediated customer satisfaction with the path coefficient 0.266.

scholarly journals The influence of membership program on customer loyalty mediated by customer satisfaction

2021 ◽  
Vol 10 (6) ◽  
pp. 34-41
Author(s):  
Fadhil Muhammad ◽  
Fatkhur Rozi ◽  
Achmad Sani Supriyanto
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Analysis Technique ◽  
The Relationship ◽  
Collection Methods

This research aimed to determine the effect of the membership programs on customer loyalty of “Kartu Aku” users at Alfamart Sunan Kalijaga Street, Malang City by involving customer satisfaction as mediating variable. This research employed a quantitative approach with a sample of 161 respondents determined by the Slovin formula. Data collection methods used a questionnaire. Meanwhile, the data analysis technique used SEM (Structural Equation Modeling) PLS, and the mediation test used bootstrapping with help of SmartPLS 3.3.3 software. The result showed that variable membership program had a significant effect on variable customer loyalty with t-statistics value 15,027, variable membership program had a significant effect on variable customer satisfaction with t-statistics value 14,391, variable customer satisfaction had a significant effect on variable customer loyalty with t-statistic value 2,818 and variable customer satisfaction significantly mediated the relationship between variable membership program and variable customer loyalty with t-statistics value 2,772.

scholarly journals PENGARUH RELATIONSHIP MARKETING TERHADAP KEPUASAN NASABAH DAN LOYALITAS NASABAH BANK RAKYAT INDONESIA DI SULAWESI TENGGARA

2018 ◽  
Vol 11 (3) ◽  
pp. 411-426
Author(s):  
Sudirman Zaid
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Indirect Effect ◽  
Structural Equation ◽  
Equation Modeling ◽  
Path Coefficient ◽  
The Relationship

This research is intended to test the effect of relationship marketing upon customer satisfaction and customer loyalty of the Bank Raykat Indonesia in Southeast Sulawesi. This research applies the explanatory type, namely a research conducted by giving an explanation on the symptoms produced by object of research.The samples of this research involve 200 saving deposits customer of Bank Rakyat Indonesia distributed based on purposive allocation of each Bank Rakyat Indonesia in Southeast Sulawesi. Then, they are analyzed by using SEM (structural equation modeling) by applying the program AMOS (analysis of moment structure) 4.01.The result of this research indicate that the relationship marketing have the positive and significant effect to the customer satisfaction and customer loyalty with the path coefficient each 0.556 and 0.501. And than, customer satisfaction have the positive and significant effect to the customer loyalty with the path coefficient 0.479. Beside that, the relationship marketing have the indirect effect to the customer loyalty, mediated customer satisfaction with the path coefficient 0.266.

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