Local Consumer Perception of MNCs’Product Attributes and Customer Loyalty: The Mediating Role of Trust

This study examined the influence of trust dimensions on customer engagement, and the resultant impact of customer engagement on customer loyalty in the context of life insurance. Furthermore, it investigated the mediating role of customer engagement in the relationships between trust dimensions and customer loyalty. A total of 452 valid responses from life insurance customers in Ghana were examined using structural equation modeling (SEM). The results revealed that trust in service provider, trust in the regulator, economy-based trust, and information-based trust significantly influence customer engagement, with trust in service provider and trust in the regulator driving a higher level of customer engagement. The results also uncovered that customer engagement significantly enriches customer loyalty and mediated the relationships between the trust dimensions and customer loyalty. The findings highlight the importance of building convincing customer trust to advance customer engagement and customer loyalty.

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The Influence of Service Quality, Price, and Environment on Customer Loyalty in the Restaurant's Industry: The Mediating Role of Customer Satisfaction

Journal of Accounting and Finance in Emerging Economies ◽

10.26710/jafee.v7i1.1587 ◽

2021 ◽

Vol 7 (1) ◽

pp. 143-154

Author(s):

Danish Ali ◽

Mohammad Alam ◽

Hazrat Bilal

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Positive Association ◽

Restaurant Industry ◽

Capital City ◽

Mediating Role ◽

Service Fairness

The purpose of this research is to examine the influence of service quality (SQ), Price (P) and Restaurant Environment (RE) on customer loyalty (LOY), via the mediating role of customer satisfaction (SAT) in the context of the restaurant industry in the capital city of Pakistan (Islamabad). Five hundred questionnaires were distributed at various restaurants in a different location at Islamabad, and 385 were returned. Multiple Regression Analysis was used to test hypothesis relationships. The outcome of this research shows that SQ, Pand RE have a positive association with the SAT. In contrast, customer satisfaction also leads to customer loyalty. Moreover, customer satisfaction significantly mediates the association among SQ, P, RE, and customer loyalty. The restaurant operators need to consider that good quality of service, fairness in price, pleasant and attractive restaurant the environment can increase customer satisfaction, which often contributes to customer loyalty.

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The Impact of Customer Relationship Management on Customer Loyalty via the Mediating Role of Customer Satisfaction: An Empirical Study on Private Kuwaiti Fitness Gyms

IBIMA Business Review ◽

10.5171/2019.815930 ◽

2019 ◽

pp. 1-20

Author(s):

Ra'ed MASA'DEH ◽

Hassan Khalid HAYAT ◽

Hani AL-DMOUR

Keyword(s):

Customer Satisfaction ◽

Empirical Study ◽

Customer Relationship Management ◽

Customer Loyalty ◽

Relationship Management ◽

Customer Relationship ◽

Mediating Role ◽

The Impact

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Examining Mediating Role of Customer Loyalty for Influence of Brand Related Attributes on Customer Repurchase Intention

Journal of Northeast Agricultural University (English edition) ◽

10.1016/s1006-8104(16)30052-6 ◽

2016 ◽

Vol 23 (2) ◽

pp. 89-96 ◽

Cited By ~ 1

Author(s):

Zeeshan Ahmad ◽

Meng Jun ◽

Imran Khan ◽

Muhammad Abdullah ◽

Tauqir Ahmad Ghauri

Keyword(s):

Customer Loyalty ◽

Repurchase Intention ◽

Mediating Role

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An empirical investigation of value co-creation on customer loyalty: mediating role of customer trust

International Journal of Economics and Business Research ◽

10.1504/ijebr.2022.119349 ◽

2022 ◽

Vol 23 (1) ◽

pp. 56

Author(s):

Tehreem Pervez ◽

Kausar Fiaz Khawaja ◽

Muddassar Sarfraz

Keyword(s):

Customer Loyalty ◽

Empirical Investigation ◽

Mediating Role ◽

Customer Trust

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The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction

The TQM Journal ◽

10.1108/tqm-07-2019-0187 ◽

2020 ◽

Vol 32 (3) ◽

pp. 543-558 ◽

Cited By ~ 2

Author(s):

Neale J. Slack ◽

Gurmeet Singh

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Policy Makers ◽

Content Type ◽

Mediating Role ◽

Corporate Resources ◽

Customer Satisfaction And Loyalty

PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing customer's perceptions of service quality, leading to lower customer loyalty.Practical implicationsThis study provides an indication as to where supermarkets should target their marketing attention and scarce corporate resources and may help in their efforts to service, satisfy, retain and attract more long-term loyal customers in the increasingly competitive supermarket sector. This research could inform government policy makers in sequencing the supermarket sector transformation and assist local supermarkets to adapt to this changing retail landscape.Originality/valueThis study advances our understanding of the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.

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