scholarly journals Effect of Brand Experience on Customer Engagement Through Quality Services of Online Sellers to Students in Bekasi

2022 ◽  
Vol 12 ◽  
Author(s):  
Netty Merdiaty ◽  
Neil Aldrin
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Behavioral Change ◽  
Student Experiences ◽  
Customer Engagement ◽  
Brand Experience ◽  
Emotional Attachment ◽  
Emotional Connection ◽  
Positive Experiences ◽  
Mediator Variable

Customer engagement refers to the emotional attachment a student experiences as a customer during repeated and ongoing interactions. Engagement occurs through satisfaction, loyalty, and excitement about the brand experience. Organizations engage customers at the point of behavioral change by exploring opportunities for emotional connection through continuous and consistent positive experiences. When customers engage with a brand experience, they feel emotionally connected and excited about the product and the service quality. This study’s purpose is examining the effect of brand experience on customer engagement by using service quality as a mediator variable; this research was conducted by collecting data from 254 students of the iGeneration born in 1995. Overall, 254 students participated in this study. Of them, 172 people or 68% of the total respondents in this study were women, and 82 people or 32% were males. The results show no direct effect of brand experience on customer engagement, and there is a role for service quality mediators that mediate brand experience and customer engagement. The results are discussed, and the implications for the organization are mentioned.

The influence of brand experience and service quality on customer engagement

2019 ◽  
Vol 50 ◽  
pp. 50-59 ◽  
Author(s):  
Catherine Prentice ◽  
Xuequn Wang ◽  
Sandra Maria Correia Loureiro
Keyword(s):  
Service Quality ◽  
Customer Engagement ◽  
Brand Experience

Place-based brand experience, place attachment and loyalty

2016 ◽  
Vol 34 (3) ◽  
Author(s):  
Sylvia Cardinale ◽  
Bang Nguyen ◽  
TC Melewar
Keyword(s):  
Place Attachment ◽  
Design Methodology ◽  
Brand Experience ◽  
Emotional Attachment ◽  
Brand Attachment ◽  
North East ◽  
The North ◽  
Positive Experiences ◽  
Wine Region ◽  
Practical Implications

Purpose This research explores (1) whether the experience of a winery visit may lead to a customer’s emotional attachment to the place where the winery is located and (2) whether this can lead to the establishment of long lasting relationships and loyalty to the place. The context of the study is the wine region of Friuli Colli Orientali in the North East of Italy. Design/methodology/approach Using a mixed-method approach, data from across the zone of Friuli Colli Orientali were obtained through a combination of interviews and a questionnaire survey. With responses from 10 wine buyers in a series of interviews and 210 usable questionnaires, the authors test the study’s hypotheses to investigate the behaviors of wine clients. Findings Findings show that a positive winery experience – consisting of relaxing, educational, entertaining, aesthetical and well-served tasting of good products - in a winery, develop both emotional attachment and subsequent loyalty to the place in which the winery is located. Practical implications For marketers, it is necessary to have a positive overall experience with a place-based brand. Providing customers with the above positive experiences make them feel attached to the place in which the winery is located and make them desire to return and become loyal visitors of the area. The wineries, providing positive experiences, should make all customers feel at home, attached and should encourage them to visit the zone again. Repeated visits will increase place attachment and subsequently, place loyalty. It is also necessary to gain new customers. The study shows that if the current clients are satisfied, they will spread positive WOM, encouraging other travellers to visit the place-based brand. Originality/value Several contributions have been made to the literatures. First, the study identified place-based brand experience (PBBE) dimensions in a winery visit. Second, the study provided information to clarify the relationships between place-based brand experience, brand attachment and brand loyalty in a framework. Finally, the study demonstrated that place-based brand experience lead to place attachment and place loyalty in a new context.

Managerial Implications of Student Activity Information System Implementation at Faculty of Business and Management

2020 ◽  
Vol 5 (1) ◽  
pp. 41
Author(s):  
Norshima Humadi ◽  
Muhamad Sukor Jaafar ◽  
Melissa Shahrom ◽  
Siti Halijjah Shariff
Keyword(s):  
Information System ◽  
Service Quality ◽  
Student Satisfaction ◽  
Direct Effect ◽  
Quality Model ◽  
Application Process ◽  
Student Activity ◽  
Managerial Implications ◽  
Business And Management ◽  
Activity Information

Faculty of Business and Management – Student Activity Information System (FBM-SAIS) was developed with an aim to manage the student activity application process effectively through the Internet. This study was conducted to determine the managerial implications of FBM-SAIS implementation to FBM, UiTM Selangor by focusing on the manpower and financial impact, as well as to determine the direct effect of SAIS Service Quality on SAIS student satisfaction. This study proposed SAIS ServiceQuality as a higher-order factor in order to determine a direct effect of SAIS Service Quality on student satisfaction towards SAIS implementation. Interviews were conducted to identify the managerial implications of student activity application process before and after SAIS implementation. Meanwhile, the quantitative data was gathered from 94 SAIS users who were FBM students through e-survey and was analyzed by using SmartPLS 3.0. The interview results showed that the implementation of SAIS did have an impact on the Faculty, such as increasing staff productivity and reducing costs. Moreover, the PLS-SEM analysis results showed that SAIS Service Quality positively influenced student satisfaction towards FBMSAIS implementation. This study provides an empirical validation of the SAIS Service Quality Model in the context of Higher Education.

The Influence of Competency of Preschool Teachers in Fujian Province on Subjective Well-Being: The Mediating Role of Psychological Capital

2019 ◽  
Author(s):  
Xuguang Sun ◽  
Ailing Huang
Keyword(s):  
Direct Effect ◽  
Psychological Capital ◽  
Preschool Teachers ◽  
Well Being ◽  
Mediating Effect ◽  
Subjective Well Being ◽  
Positive Psychological Capital ◽  
Mediating Role ◽  
Mediator Variable

The intermediary effect interval of the preschool teachers' competence characteristics → positive psychological capital → the subjective well-being of the preschool teachers is (0.23—0.55), does not contain 0, and the effect amount is 0.35. The competency characteristics of preschool teachers → The direct effect interval of subjective well-being of preschool teachers is (0.05—0.36), excluding 0, and the effect quantity is 0.20, indicating that positive psychological capital as a mediator variable has the characteristics of preschool teachers and the subjective well-being of preschool teachers. Partial mediating effect, the ratio of mediating effect to total effect is 64.01%.

Service Quality and Repeat Purchase: The Moderating Effect of Perceived Value, and Satisfaction

2020 ◽  
Vol 11 (1) ◽  
pp. 5-5
Author(s):  
Aprihatiningrum Hidayati ◽  
Agus W. Soehadi ◽  
Aji Hermawan ◽  
Hartoyo Hartoyo
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Purchase Intention ◽  
Perceived Value ◽  
Moderating Variables ◽  
Mediating Role ◽  
Prior Literature ◽  
Repeat Purchase ◽  
Purchase Satisfaction

The purpose of this study is to examine the direct and indirect effect of these determinants on repeat purchase. Competitive training industries impose pressure on managers to increase repeat purchase. Even though service quality and repeat purchase are well studied in prior literature, their determinants such as perceived value and satisfaction have not been fully investigated together as moderating variables. Most of literature stated both of perceived value and satisfaction as independent variables. Besides, most of literature consider purchase as an attitudinal (namely purchase intention), while this study focus on behavioural (namely repeat purchase). Data from a survey of 300 customers of public training are used to empirically evaluate the model. Results indicate that perceived value and the satisfaction have no direct effect on repeat purchase. However, these constructs indirectly influence repeat purchase through the mediating role of service quality. Satisfaction and perceived value play a major role in enhancing service quality, but do not directly impact repeat purchase. Interestingly, the direct effect on repeat purchases stems from service quality while recent researches suggest satisfaction is the antecedent. The findings suggest that training companies should invest more resources aimed at enhancing service quality through service delivery training for their employees. Even though prior research has considered the concepts studied here, this study aims to empirically evaluate a variety of antecedent factors that potentially affect repeat purchase. Relationships are established utilizing data collected in Indonesia (an increasingly important consumer market) which adds value to extant knowledge in this area. Keywords: path analysis, perceived value, repeat purchase, satisfaction, service quali

Loyalty towards Islamic banking: service quality, emotional or religious driven?

2019 ◽  
Vol 11 (1) ◽  
pp. 66-80 ◽  
Author(s):  
Dwi Suhartanto ◽  
Christopher Gan ◽  
Ira Siti Sarah ◽  
Setiawan Setiawan
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Islamic Banking ◽  
Emotional Attachment ◽  
Islamic Banks ◽  
Content Type ◽  
Perceived Service Quality ◽  
Islamic Bank ◽  
Bank Managers

Purpose This paper aims to integrate and examine three loyalty routes (i.e. service quality, emotional attachment and religiosity) in developing customer loyalty towards Islamic banking. Design/methodology/approach Data were collected from 412 Islamic bank customers from Indonesia. Variance-based structural equation modelling was applied to evaluate the association between service quality, emotional attachment, religiosity and customer loyalty. Findings This study reveals that customer loyalty is more driven by emotional attachment and religiosity rather than by perceived service quality. Although not directly affecting customer loyalty, service quality strengthens customer satisfaction towards Islamic banks. Practical implications This study provides an opportunity for Islamic bank managers to increase their customer loyalty through the development of emotional attachment and religiosity. To improve customer loyalty, this study suggests that Islamic banks have to provide prompt, accurate and non-personal service. It is also important for Islamic bank managers to keep the bank operation compliant with the Sharia law. Originality/value This study is the first attempt to assess the three loyalty routes simultaneously in influencing customer loyalty.

scholarly journals Measuring business schools’ service quality in an emerging market using an extended SERVQUAL instrument

2016 ◽  
Vol 47 (1) ◽  
pp. 61-74 ◽  
Author(s):  
E. R. Mbise ◽  
R. S.J. Tuninga
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Market Economy ◽  
Business Schools ◽  
Emerging Market ◽  
Student Experiences ◽  
Level Of Service ◽  
Improve Quality ◽  
Four Dimensions ◽  
Scarce Resources

An extended SERVQUAL instrument is developed, validated and used to measure perceived service quality delivered to students by business schools in an emerging market economy. A longitudinal survey is conducted with selected students in their final year of study from two business schools in an emerging market economy. The use of the extended SERVQUAL model is suggested to monitor student/employee expectations and perceptions during and after the education service delivery process. Students attach different weights to the service quality dimensions. A new Process Outcome dimension is found to substantially add to the SERVQUAL model and is more important than the other dimensions. The validity of the extended SERVQUAL model for practical use is α >0.95. Prediction of the level of service quality delivered, using four dimensions, indicates that the level of service quality is explained mostly by Process Outcome and Tangibles dimensions. It is suggested that using the extended SERVQUAL model as a tool can enable managers of business schools to identify the factors on which students/employees base their quality assessment of the education services they receive. Knowledge of these factors will enable managers in emerging economies to periodically assess, sustain and improve quality of the whole service delivery process. Priorities can be set to allocate scarce resources properly to make effective investment decisions to improve quality per school and in higher education, in general. The paper further suggests that regulatory bodies make use of this model when comparing performance of business schools, focusing on student experiences as a supplement to the traditional performance measures.

scholarly journals Smartphone Addiction, Narcissism and Aggression: A Mediation Analysis Method

2019 ◽  
Author(s):  
Anjelica Simsek ◽  
Cahit Nuri ◽  
Cemaliye Direktor ◽  
Ahmet Arnavut
Keyword(s):  
Direct Effect ◽  
Indirect Effect ◽  
Mediation Analysis ◽  
Total Effect ◽  
Mediation Effect ◽  
Smartphone Addiction ◽  
Analysis Method ◽  
Variable Effect ◽  
Independent Variable ◽  
Mediator Variable

<p>At this study, meditation effect of aggression was analyzed using Baron and Kenny’s mediation analysis method. Baron and Kenny (1986) indicates that to analyze the effect of mediator variable 3 criteria have to be actualized:</p> <p>1. Independent variable have a significant effect on a mediator variable (way a)</p> <p>2. Mediator variable have a significant effect on a dependent variable (way b)</p> <p>3. Independent variable have a significant effect on a dependent variable (way c)</p> <p>PROCESS program were used the meditational effect, it is an extra macro that is downloading to the Daniel and Hayes’s (2016) SPSS program. In this program mediation effect could be evaluated as; total effect, direct effect and indirect effect scores of mediation variable effect on dependent variable (Preacher & Hayes, 2008).</p>

scholarly journals Peran E-Servqual Dalam Customer Engagement

2019 ◽  
Vol 15 (1) ◽  
pp. 36-42
Author(s):  
Nadia Sasmita Wijayanti
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Online Service ◽  
Market Leader ◽  
The Right ◽  
Modern Era

Sejumlah brand sukses menempatkan diri di hati konsumen, namun banyak pula yang gagal. Keberhasilan brand memikat hati customer berarti sukses menjalin hubungan dengan customer. Perlu cara dan startegi yang tepat agar brand mampu memikat kosumen dan keluar sebagai market leader. Dalam menjalankan bisnis dan memberikan pelayanan konsumen perlu memperhatikan keinginan konsumen. Di era serba modern dan informasi tanpa batas, bermunculan marketplace dan perusahaan eksponensial, menyebabkan keinginan konsumen untuk dilayani serba cepat dan ringkas. Kualitas jasa layanan online yang maksimal akan menciptakan customer loyalty yang berujung pada customer engagement. Kata kunci: E-servqual, Kualitas layanan jasa online, customer loyalty, customer engagement.  Abstract: The Role of E-Servqual in Customer Engagement. A number of brands successfully place themselves in the hearts of consumers, but many also fail. The success of the brand captivates the customer means successful relationship with the customer. Need the right way and strategy so that the brand can attract consumers and come out as the market leader. In running a business and providing customer service, it is necessary to pay attention to consumer desires. In the modern era and unlimited information, emerging marketplaces and exponential companies, cause consumers to be served quickly and concisely. The maximum quality of online services will create customer loyalty which leads to customer engagement. Kata kunci: E-servqual, Online Service Quality, customer loyalty, customer engagement.

scholarly journals Studi Mediasi Kepuasan Pelanggan Pada Industri Retail: Peran Kualitas Layanan dan Implikasinya terhadap Loyalitas Pelanggan

IQTISHODUNA ◽  
2020 ◽  
Vol 16 (2) ◽  
pp. 115-130
Author(s):  
Mohammad Nur Safri Ramadhan ◽  
Nur Asnawi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Direct Effect ◽  
Customer Loyalty ◽  
Comparative Research ◽  
Partial Least Square ◽  
Least Square ◽  
Retail Service ◽  
Retail Service Quality ◽  
Pls Method

The purpose of this research is to determine the direct effect of retail service quality on customers' loyalty and satisfaction, the effect of customer satisfaction on their loyalty and how much customer satisfaction mediates retail service quality on customers' loyalty on Super Indo Bendungan Sutami customers, Malang. This research method uses comparative research with a quantitative approach. The sample used was 120 respondents with collected data by a questionnaire. The data analysis in this study used the Partial Least Square (PLS) method. The results of this research indicate that there is a direct effect of the retail service quality variable upon customers' loyalty and also on customer satisfaction which has a direct influence on customers of Super Indo Bendungan Sutami. Meanwhile, loyalty and can mediate the effect of retail service quality on customer loyalty.               

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