scholarly journals Shopping Destination Image and Loyalty: Do Tourist and Resident Perceive Differently?

2021 ◽  
pp. 15-27
Author(s):  
Erik Hendriks ◽  
Zurinawati Mohi ◽  
Lusianus Kusdibyo
Keyword(s):  
Survey Data ◽  
Customer Loyalty ◽  
Significant Variation ◽  
Destination Image ◽  
Image Model ◽  
Intense Competition ◽  
Key Drivers

Research shows that shopping is a must activity of tourist and resident, and there is intense competition between shopping destinations. However, literature often gives a little attention to how a shopping destination's image impacts customer loyalty. Thus, the current study examines the shopping destination image model that incorporates the affective, cognitive, and overall images in predicting shopping loyalty of both tourist and resident. The results from 408 survey data verify the shopping destination image model's relevance in predicting both tourist and resident loyalty towards shopping destinations. The affective and cognitive image elements are the key drivers of overall image and loyalty towards  tourist and resident shopping destinations. Further, this study shows a significant variation between how tourists and residents regard the effect of cognitive image on their loyalty towards a shopping destination.

Destination image through social media analytics and survey method

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Michael S. Lin ◽  
Yun Liang ◽  
Joanne X. Xue ◽  
Bing Pan ◽  
Ashley Schroeder
Keyword(s):  
Social Media ◽  
Survey Data ◽  
Destination Image ◽  
Social Media Analytics ◽  
Tourism Destination ◽  
Social Media Data ◽  
Content Type ◽  
Holistic Understanding ◽  
Intercept Survey ◽  
Media Data

Purpose Recent tourism research has adopted social media analytics (SMA) to examine tourism destination image (TDI) and gain timely insights for marketing purposes. Comparing the methodologies of SMA and intercept surveys would provide a more in-depth understanding of both methodologies and a more holistic understanding of TDI than each method on their own. This study aims to investigate the unique merits and biases of SMA and a traditional visitor intercept survey. Design/methodology/approach This study collected and compared data for the same tourism destination from two sources: responses from a visitor intercept survey (n = 1,336) and Flickr social media photos and metadata (n = 11,775). Content analysis, machine learning and text analysis techniques were used to analyze and compare the destination image represented from both methods. Findings The results indicated that the survey data and social media data shared major similarities in the identified key image phrases. Social media data revealed more diverse and more specific aspects of the destination, whereas survey data provided more insights in specific local landmarks. Survey data also included additional subjective judgment and attachment towards the destination. Together, the data suggested that social media data should serve as an additional and complementary source of information to traditional survey data. Originality/value This study fills a research gap by comparing two methodologies in obtaining TDI: SMA and a traditional visitor intercept survey. Furthermore, within SMA, photo and metadata are compared to offer additional awareness of social media data’s underlying complexity. The results showed the limitations of text-based image questions in surveys. The findings provide meaningful insights for tourism marketers by having a more holistic understanding of TDI through multiple data sources.

scholarly journals The Causal Effect of Service Satisfaction on Customer Loyalty

2020 ◽  
Author(s):  
Guofang Huang ◽  
K. Sudhir
Keyword(s):  
Survey Data ◽  
Customer Loyalty ◽  
Measurement Errors ◽  
Causal Effect ◽  
Behavioral Measure ◽  
Service Satisfaction ◽  
Common Source ◽  
Omitted Variables ◽  
Cross Sectional ◽  
Downward Bias

We propose an instrumental-variable (IV) approach to estimate the causal effect of service satisfaction on customer loyalty by exploiting a common source of randomness in the assignment of service employees to customers in service queues. Our approach can be applied at no incremental cost by using routine repeated cross-sectional customer survey data collected by firms. The IV approach addresses multiple sources of biases that pose challenges in estimating the causal effect using cross-sectional data: (1) the upward bias from common-methods variance resulting from the joint measurement of service satisfaction and loyalty intent in surveys, (2) the attenuation bias caused by measurement errors in service satisfaction, and (3) the omitted variable bias that may be in either direction. In contrast to the common concern about the upward common-methods bias in estimates using cross-sectional survey data, we find that ordinary-least-squares substantially underestimates the causal effect, suggesting that the downward bias resulting from measurement errors and/or omitted variables is dominant. The underestimation is even more significant with a behavioral measure of loyalty, where there is no common-methods bias. This downward bias leads to significant underestimation of the positive profit impact from improving service satisfaction and can lead to underinvestment by firms in service satisfaction. Finally, we find that the causal effect of service satisfaction on loyalty is greater for more difficult types of services. This paper was accepted by Juanjuan Zhang, marketing.

scholarly journals Impact of Relationship Marketing on Customer Loyalty in Banking Sector of Pakistan

2021 ◽  
Vol 2 (2) ◽  
pp. 1-13
Author(s):  
NOUMAN SAEED ◽  
DR. NAIMAT ULLAH KHAN
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Customer Base ◽  
Intense Competition ◽  
Long Run ◽  
Turn Over ◽  
Positive Word Of Mouth ◽  
The Impact

This study is a contribution towards marketing literature by analyzing the impact of Relationship Marketing (RM) on Customer Loyalty. Every business organization tries to attract and retain customers for a longer period of time. In recent years an intense competition in banking sector of Pakistan is witnessed as the industry has stretched and become very competitive, where retaining customers in long run become important for every bank. Relationship marketing emphasizes on the continuity of long term relationship with the patrons. Numerous marketing strategies have been employed by banking sector to increase customer base, reduce turn over and to spread positive word of mouth of product and services. The aim of this study is to investigate the impact of relationship marketing practices such as (Trust, Commitment, Communication, Competence and Customer Satisfaction) on customer loyalty in Banking Sector of Pakistan. For this purpose, data is collected with the help of 150questionnaires across Pakistan. Statistical analysis is performed on the data using multiple regression analysis and reliability test. The results of the study show that all the five constructs of relationship marketing (mentioned above) have significant and positive relationship with customer loyalty. The factors are proved to be significant drivers of customer loyalty in banking sector of Pakistan. The study recommends that for retaining long-run customer loyalty, banks should consider relationship marketing as a core strategy. Hence, relationship marketing is important for banks to survive and excel in current intense competition.

“Physician’s prescriptions accurately prepared” - The Mid-Nineteenth-Century Prescription Books of Four Gloucester Chemists

2020 ◽  
Vol 75 (3) ◽  
pp. 270-298
Author(s):  
David P Helm
Keyword(s):  
Nineteenth Century ◽  
Significant Variation ◽  
Community Pharmacists ◽  
Self Medication ◽  
Intense Competition ◽  
Industrial Cities ◽  
The Poor ◽  
Prescription Medicines ◽  
Medical Marketplace

Abstract Britain’s mid-nineteenth-century healthcare economy has often been described as a “medical marketplace” in which struggling doctors faced intense competition from a range of unqualified rivals. Chemists and druggists, who proliferated in industrial cities and supposedly prospered by exploiting the poor and the gullible, are widely regarded as having presented a serious threat to medical livelihoods. However, the activities of four Gloucester chemists show how the dispensing of medical prescriptions brought individual chemists and doctors closer together. Competition between chemists and druggists for this trade was intense and it was instrumental in establishing them as trusted community pharmacists and giving impetus to the process of professionalization. Prescription books, an under-represented source in the literature, also show that customers for prescription medicines were surprisingly socially diverse and that most prescriptions were collected by women, with significant variation in dispensing activity through the week. This, and the volume of prescriptions being dispensed, suggest prescription medicines were regularly being used to treat chronic and less serious ailments, where collection could await normal shopping days. Significantly, prescriptions were the property of the patients and could be re-presented whenever they thought fit. For some patients, it thus effectively became an instrument of self-medication.

Customer Loyalty in the Covid-19 Pandemic: The Application of Machine Learning in Survey Data

2021 ◽  
pp. 419-429
Author(s):  
Bui Thanh Khoa ◽  
Nguyen Thi Trang Oanh ◽  
Vo Thi Thao Uyen ◽  
Dang Cuu Hanh Dung
Keyword(s):  
Machine Learning ◽  
Survey Data ◽  
Customer Loyalty

Hospital service quality and patient loyalty: the mediation effect of empathy

2018 ◽  
Vol 33 (8) ◽  
pp. 1176-1186 ◽  
Author(s):  
Yucheng Zhang ◽  
Long Zhang ◽  
Xin Zhang ◽  
Miles M. Yang ◽  
Shanshan Zhang ◽  
...  
Keyword(s):  
Service Quality ◽  
Survey Data ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Social Identification ◽  
Mediation Effect ◽  
Future Research ◽  
Hospital Service ◽  
Content Type ◽  
Patient Loyalty

PurposeDrawing on social identification theory, this research aims to explore an important mechanism – patients’ perceived empathy from a hospital, which is defined as caring, individualized attention provided by the hospital – that explains how service quality influences patients’ loyalty to the hospital.Design/methodology/approachThis study adopts a structural equation modelling framework to estimate the mediation relationship between service quality and patient loyalty using two studies based on hospital employees and patients.FindingsIn Study 1, hospital staff survey data showed that service quality enhanced patients’ perceived empathy from the hospital. In Study 2, the authors confirmed and extended the findings of Study 1 by using patient survey data that suggested that patients’ empathy mediated the relationship between service quality and patients’ loyalty to the hospital.Originality/valueThe results of the two studies suggested that service quality increased patients’ empathy, which in turn improved patients’ loyalty to a hospital. The results extend the customer loyalty literature by exploring the critical antecedents and mechanisms of customer loyalty in the healthcare context. The studies interpret healthcare phenomena from the service aspect of fulfilling patients’ unique needs and providing a good hospital service experience. Moreover, the authors offer an insightful approach to explaining the service quality–patient loyalty linkage in the healthcare industry. Important theoretical and managerial contributions and suggestions for future research are discussed.

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