scholarly journals The Impact of the Physical Attractiveness and Intellectual Competence on Loyalty

2020 ◽  
Vol 12 (10) ◽  
pp. 3970
Author(s):  
Wen-Chih Yeh ◽  
Chun-Chang Lee ◽  
Cheng Yu ◽  
Pei-Shan Wu ◽  
Jia-Yu Chang ◽  
...  
Keyword(s):  
Real Estate ◽  
Customer Loyalty ◽  
Physical Attractiveness ◽  
Structural Equation ◽  
Past Research ◽  
Equation Model ◽  
The Past ◽  
The Difference ◽  
The Impact ◽  
The Relationship

This study aims to explore the factors determining consumer loyalty to real estate agents. Based on the past literature regarding the factors of loyalty, the study considers physical attractiveness and intellectual competence combined with a traditional loyalty model in proposing its conceptual framework. It then estimates the relevant parameters using a linear structural equation model (SEM). The subjects of the study consist of consumers in Kaohsiung City, Taiwan, aged at least 20 years old who have experience in engaging the services of real estate companies during housing transactions. A total of 300 questionnaires were distributed, with 268 valid ones being returned, for a valid return rate of 89.33%. According to the empirical results, physical attractiveness indirectly influences satisfaction through trust and intellectual competence, with satisfaction in turn affecting customer loyalty. The effect of physical attractiveness on satisfaction through trust is more significant than its effect on satisfaction through intellectual competence. These findings show that the relationship among physical attractiveness, intellectual competence, and trust plays an important role in determining satisfaction and loyalty. Past studies related to loyalty introduced various factors of loyalty; however, they rarely explored the effects of physical attractiveness and intellectual competence on loyalty. That is the difference between this study and past research.

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 PENGARUH RELATIONSHIP MARKETING DAN RELATIONSHIP QUALITY TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PRODUK PARFUM MULEGH DI PURWOKERTO

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Ilham Akbar
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Marketing Relationship ◽  
Negative Effect ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The research entitled �The Influence of Relationship Marketing and Relationship Quality Towards Customer Loyalty with Customer Satisfaction as The Intervening Variable on Mulleg Perfume Product in Purwokerto� aims to determine the impact of relationship marketing and relationship quality towards customer satisfaction and customer loyalty and to determine whether customer satisfaction could become the intervening variable. The hypothesis of this research is the relationship marketing has negative effect towards customer satisfaction, the relationship marketing has positive effect towards customer loyalty, the relationship quality has positively effect towards customer satisfaction, the relationship quality has positively effect towards the customer loyalty, and the customer loyalty could be able to mediate the influence of relationship marketing and relationship quality toward customer loyalty.� The analysis method that used on this research is the structural equation modeling.The results show that the relationship marketing has positive and significant effect towards customer satisfaction. It will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards customer satisfaction, so it will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship marketing has positive and significant effect towards customer loyalt. It will increase the customer loyalty of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards the customer loyalty. The Customer Satisfaction has positive and significant effect towards customer loyalty. The customer satisfaction could mediate the influence of relationship marketing towards the customer loyalty on Mulleg Aromatic perfume product in Purwokerto. The customer satisfaction could mediate the influence of relationship quality towards the customer loyalty of Mulleg Aromatic perfume product in Purwokerto.�Keywords : Relationship Marketing , Relationship Quality , Customer Satisfaction and Customer Loyalty�

How CSR influences customer behavioural loyalty in the Chinese hotel industry

2019 ◽  
Vol 32 (1) ◽  
pp. 1-22 ◽  
Author(s):  
Matthew Tingchi Liu ◽  
Yongdan Liu ◽  
Ziying Mo ◽  
Zhidong Zhao ◽  
Zhenghao Zhu
Keyword(s):  
Structural Equation ◽  
Brand Image ◽  
Hotel Industry ◽  
Equation Model ◽  
Chinese Consumers ◽  
Convenience Sample ◽  
Content Type ◽  
Customer Trust ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to focus on how corporate social responsibility (CSR) (i.e. responsibility to customers, employees and society) influences customer behavioural loyalty in the hotel industry. The mediating effects of brand image and customer trust on the relationship between CSR and customer behavioural loyalty are also considered. Design/methodology/approach In total, 298 valid responses to questionnaire surveys were collected from a convenience sample in China in 2017. A structural equation model was used to test the hypotheses. Findings Hotel customer behavioural loyalty can be enhanced by CSR performance. Performance in each of the three CSR domains positively impacted customer behavioural loyalty to different degrees. The impact of CSR on the customer had the strongest influence on Chinese customers’ behavioural loyalty among the three CSR domains of customer, employee and society. Brand image and customer trust were found to be mediators of the relationship between CSR performance and customer behavioural loyalty. Originality/value The current research contributes to the literature by demonstrating that CSR activities are not all equally effective. Results reveal that the society dimension of CSR had the strongest impact on Chinese customers’ brand image of hotels among the three CSR dimensions investigated. In terms of Chinese hotel customers’ trust, the CSR–customer dimension plays the most effective role. The findings also support the notion that Chinese consumers are beginning to use CSR information to evaluate hotels.

scholarly journals THE EFFECT OF CUSTOMER EXPERIENCE DESIGN, RELATIONSHIP QUALITY, AND EMOTION CONNECTION ON LOYALTY

2014 ◽  
Vol 13 (1) ◽  
Author(s):  
Elia Ardyan
Keyword(s):  
Relationship Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Customer Experience ◽  
Equation Model ◽  
Consumer Experience ◽  
Experience Design ◽  
Emotional Connection ◽  
The Relationship

The purpose of this study is to determine the effect of customer experience design, emotion connection and relationship quality on customer loyalty. Hotel must manage the consumer experience well. When the consumer experience increase, it will give effect to increasing relationships quality and emotional connection. Increasing the quality of the relationship and emotional connection between the consumer and hotel is expected to increase customer loyalty. The sample in this study is 142 respondents. The analysis in this study uses a structural equation model, in which we use Amos version 20 to help data analysis. The result of this study : (1) there are positive and significant effects between customer experience design on relationship quality and between customer experience on emotional connection; (2) there are not any positive and significant effects between customer experience design, emotional connection, and relationship quality on custimer loyalty.

scholarly journals The Effect of E-Service Quality and Brand Image Toward Netflix Customer Loyalty through Customer Satisfaction

2021 ◽  
Vol 5 (1) ◽  
pp. 17-29
Author(s):  
Haura Kurniati ◽  
◽  
Agung Kresnamurti Rivai Prabumenang ◽  
Shandy Aditya ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Method ◽  
Brand Image ◽  
Equation Model ◽  
Research Data ◽  
Survey Method ◽  
The Past

This research aims to determine the effect of e-service quality and brand image on customer satisfaction and customer loyalty towards Netflix’s user. This research uses quantitative method and the data collection use survey method with questionnaires as the instrument. The sample of this research is 200 respondents who live in DKI Jakarta and have used Netflix in the past 6 months. Data were analyzed using software SPSS version 25 and SEM (Structural Equation Model) from Lisrel 8.8 to process and analyze the research data. The result of hypothesis testing shows that e-service quality has significant effect on customer satisfaction, but not on customer loyalty. However, e-service quality has significant effect on customer loyalty through customer satisfaction. The result also found that brand image has significant effect on both customer satisfaction and customer loyalty. And customer satisfaction has the most influence on customer loyalty

scholarly journals IMPACT OF GENDER DIVERSITY AND LEADERSHIP ON ORGANISATIONAL INTEGRITY IN PAKISTANI INDUSTRIAL SECTOR

2020 ◽  
Vol 8 (3) ◽  
pp. 1350-1362
Author(s):  
Muhammad Arif ◽  
Panteha Farmanesh
Keyword(s):  
Structural Equation ◽  
Quantitative Research ◽  
Gender Diversity ◽  
Industrial Sector ◽  
Equation Model ◽  
Work Place ◽  
Research Approach ◽  
The Difference ◽  
Meta Regression Analysis ◽  
The Impact

Purpose of the study: The main purpose of this study is to analyse the impact of gender diversity on organisational integrity in the context of Pakistani industrial sector. This study also investigates about the influences of female leaders on the association between diversity and organisational integrity and evaluates the effect of work place diversity on increase in organisational performance. Methodology: This study involves mediating and moderating variables along with independent and dependent variables, therefore researcher in this study has utilised Structural equation model (SEM) and Meta Regression Analysis (MRA) for achieving the main objectives of this research. The researcher has followed the positivism research philosophy as well as deductive research approach. In this study, researcher has followed quantitative research design to attain the key objectives of this study. Main Findings: From the results of study, it can be suggested that employers in Pakistan should diversify their workforce and also look to hire female candidates for the same position as male candidates since it would increase the work efficiency and integrity within an organisation as women tend to work more or equally passionately in their respective fields similar to men. Applications of this study: So, the study of impact of gender diversity on organisational integrity in the context of Pakistani industrial sector is not only useful for IT department but also useful for all organisational where gender diversity exists. Novelty/Originality of this study: Finally, it is important to clarify that one of the research gap that has been identified is the difference in wages between the male and the female employees. The difference in the pay scale between the two genders is considered to be a sophisticated gap that the research can deliberately overcome.

scholarly journals Gender Roles in the Relationship between Hijrah Intention, Satisfaction, and Islamic-Bank Customer Loyalty

2021 ◽  
Vol 29 (4) ◽  
pp. 2615-2634
Author(s):  
Eka Yudiana Fetria ◽  
Hadri Kusuma ◽  
Ibnu Qizam
Keyword(s):  
Gender Roles ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Discriminant Validity ◽  
Equation Model ◽  
Mediating Role ◽  
Islamic Bank ◽  
Convergent And Discriminant Validity ◽  
The Relationship

This study aimed to analyze the differences between gender roles and the influence of hijrah intention and satisfaction on customer loyalty in Islamic banks. The data was collected from the Indonesian Islamic bank customers using convenience sampling. A total of 360 out of 927 questionnaires were received and sent back online. The hypothesis was tested using Structural Equation Model (SEM) with Smart-PLS. The variable indicators of interest were reflective and adapted from some previous literature. Furthermore, the data had satisfied convergent and discriminant validity requirements. The results showed that the Islamic bank customer loyalty routes differ between men and women. Satisfaction encourages hijrah intention without directly affecting customer loyalty in males. However, satisfaction strongly determines loyalty rather than hijrah intention for women. In the full model, hijrah intention serves a stronger mediating role on the satisfaction and loyalty relationship than the mediating role of satisfaction on the hijrah intention-loyalty relationship.

scholarly journals The Impact of Product Quality, Service Quality, and Customer Loyalty Program perception on Retail Customer Attitude

2017 ◽  
Vol 8 (3) ◽  
pp. 1116
Author(s):  
Ricko Achmadi Putra ◽  
Hartoyo Hartoyo ◽  
Megawati Simanjuntak
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Descriptive Analysis ◽  
Equation Model ◽  
Dominant Factor ◽  
Loyalty Program ◽  
Quality Perception ◽  
The Impact

This journal examines the relationship between perception of product quality, perception of service quality, perception of Customer Loyalty Program on retail customer behavior, and sales volumes of cement products. This study examines three different cement brands, namely cement XYZ with the largest market share, cement PQR which is the main competitor, as well as cement ABC, a newcomer cement brand which is strong enough to enter the Indonesian cement market. The research is focused on the building material retailers with 100 respondents. The data collection will be done by survey through direct interview by using questionnaires. The analysis of this research uses descriptive analysis, analysis by ANOVA and also inferential analysis by using Structural Equation Model (SEM). The results of this study indicate that from the factors that influence the attitudes of retail customers of the three variables tested, only one dominant factor which influences the attitude of retail customers, which is the perception of the product quality. The results of this research also show that the perception of product quality also affects sale volume significantly, the greater the perception of the quality of cement products, the greater the volume of sales generated by the retail customer.

scholarly journals Fan Loyalty Toward International Football Team: The Role of Brand Image

2020 ◽  
Vol 2 (01) ◽  
pp. 58-72
Author(s):  
Dwi Irianto ◽  
Dwi Kartikasari
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Model ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
International Team ◽  
Football Team ◽  
The Relationship

The study of fan loyalty in sports marketing mostly is focused on spectator attachment and brand athlete. However, lack of studies examines the fan loyalty formulation toward the international team using brand image. This study aims to examine the influence of two brand image dimensions (attributes and benefits) in creating fan loyalty toward the international team. This study applies the covariance-based structural equation model for analyzing the data. The sample consists of 335 international team football fans in Indonesia. These results reveal that both attributes and benefits are pivotal factors in influencing attitudinal loyalty as well as behavioral loyalty. Further, the result shows that the effect of attributes on attitudinal loyalty is higher compared to behavioural loyalty. These findings extend the existing knowledge on the relationship between brand image and customer loyalty in a sports context and provide useful implications for practitioners to retain their fan loyalty.

scholarly journals A Study on Airbnb’s Trust Mechanism and the Effects of Cultural Values—Based on a Survey of Chinese Consumers

2018 ◽  
Vol 10 (9) ◽  
pp. 3041 ◽  
Author(s):  
Xiaojun Wu ◽  
Jiabin Shen
Keyword(s):  
Cultural Values ◽  
Structural Equation ◽  
Interpersonal Trust ◽  
Sharing Economy ◽  
Positive Influence ◽  
Equation Model ◽  
Trust Building ◽  
Institutional Trust ◽  
The Impact ◽  
The Relationship

A sharing economy is developing rapidly worldwide, especially in China. Trust has been considered as a crucial factor in facilitating the practice of the short-term rental business, where hosts and renters are strangers. However, not only has the inherent trust-building mechanism of this newly emerged business model not been fully explored, but how cultural values affect the trust-building path also remains unknown. This study proposes a model of the trust-building mechanism in the sharing economy platforms, with three central modes—institutional trust, product trust, and interpersonal trust—and introduces national cultural values dimensions at the individual level as moderators to explore the impact on the inherent mechanism of trust-building on Airbnb. The data collected from 210 Chinese Airbnb consumers by survey provides support for the proposed structural equation model. The results show that institutional trust has a positive influence on product trust and interpersonal trust, and that product trust has a positive influence on interpersonal trust as well. For the moderating effect of cultural values, the relationship between the institutional trust and product trust is regulated by power distance (PDI), individualism (IDV), uncertainty avoidance (UAI), and long-term orientation (LTO), while the relationship between product trust and interpersonal trust is regulated by PDI, IDV, and UAI. This paper indicates that in order to foster trust in the sharing economy, practitioners should enhance institutional trust, product trust, and interpersonal trust synchronously, as these three modes of trust are positively inter-related; they must also be sensitive to local cultural value dispositions when conduct sharing business internationally.

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