scholarly journals CUSTOMER EXPERIENCE TERHADAP CUSTOMER LOYALTY DENGAN MEDIASI CUSTOMER ENGAGEMENT DAN CUSTOMER TRUST CV. WAHYU PRATAMA

PERFORMA ◽  
2021 ◽  
Vol 5 (5) ◽  
pp. 440-448
Author(s):  
Dina Gandhi Rachmawati ◽  
Christina Whidya Utami
Keyword(s):  
Customer Loyalty ◽  
Customer Experience ◽  
Customer Engagement ◽  
Customer Trust

Persaingan ketat dalam dunia bisnis mengharuskan suatu perusahaan memiliki strategi yang tepat, strategi yang tepat akan membantu perusahaan berkembang dengan pesat. Tujuan dari penelitian ini adalah untuk mengetahui dan menganalisis seberapa besar pengaruh signifikansi variabel customer experience terhadap customer loyalty. Selain itu, penulis juga meneliti seberapa besar pengaruh variabel mediator customer engagement dan customer trust untuk mencapai keloyalan konsumen di perusahaan CV. Wahyu Pratama. Responden dari penelitian ini sebanyak 70 orang yang merupakan konsumen yang telah melakukan pembelian lebih dari 1 kali. Metode penelitian yang digunakan adalah metode kuantitatif. Hasil dari penelitian ini menunjukkan bahwa customer experience berpengaruh secara signifikan terhadap customer loyalty, customer experience berpengaruh secara signifikan terhadap customer engagement, customer experience berpengaruh secara signifikan terhadap customer trust, customer engagement berpengaruh secara signifikan terhadap customer loyalty, dan customer trust tidak berpengaruh secara signifikan terhadap customer loyalty. Kata kunci: customer experience, customer loyalty, customer engagement, dan customer trust.  

scholarly journals Influence of Trust on Customer Engagement: Empirical Evidence From the Insurance Industry in Ghana

SAGE Open ◽  
2020 ◽  
Vol 10 (1) ◽  
pp. 215824401989910 ◽  
Author(s):  
James Agyei ◽  
Shaorong Sun ◽  
Eugene Abrokwah ◽  
Emmanuel Kofi Penney ◽  
Richmond Ofori-Boafo
Keyword(s):  
Customer Loyalty ◽  
Life Insurance ◽  
Service Provider ◽  
Structural Equation ◽  
Insurance Industry ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Mediating Role ◽  
Customer 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.

scholarly journals The Effect of Customer Experience and Customer Engagement Through Customer Loyalty on Sales Revenue Achievement at PT United Tractors

2021 ◽  
Vol 9 (1) ◽  
pp. 1-17
Author(s):  
Andrie Permadi ◽  
Sukardi Silalahi
Keyword(s):  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Customer Experience ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Company Performance ◽  
Repurchase Intention ◽  
Sales Revenue ◽  
Questionnaire Research

This study aims to examine and discuss the influence of the quality of Customer Experience and Customer Engagement with the mediation of Customer Loyalty which is thought to affect repurchase intention or in other words the achievement of sales revenue as a company performance. The variables in this study were measured through the dimensions of accessibility, service competence, customer recognition, commitment, customer value, thrust, personalization, consistency, perceived quality and customer certainty to make repeat purchases. The number of respondents involved in this study were 200 respondents, all respondents were United Tractors consumers who had purchased products and services from PT United Tractors. This research is a quantitative approach that uses an instrument in the form of a questionnaire. Research data were analyzed using SEM (Structural Equation Modeling) analysis strategy with the help of SPSS and AMOS programs and the results of the analysis in this study also show that customer loyalty can mediate the effect of Customer Experience and Customer Engagement on Repurchase Intention

The relationship between CRM and customer loyalty: the moderating role of customer trust

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mirza Mohammad Didarul Alam ◽  
Rashed Al Karim ◽  
Wardha Habiba
Keyword(s):  
Customer Loyalty ◽  
Banking Sector ◽  
Positive Impact ◽  
Customer Engagement ◽  
Customer Knowledge ◽  
Content Type ◽  
Customer Trust ◽  
The Relationship ◽  
Moderating Role

PurposeThe present study investigates the moderating role of customer trust in customer relationship management (CRM) components and customer loyalty relationships in the context of the baking sector in Bangladesh.Design/methodology/approachData were collected through a survey using a structured questionnaire from 350 customers of commercial banks in Bangladesh.FindingsThe key finding is that all CRM components (customer orientation, customer advocacy and customer knowledge) except customer engagement have positive impact on customer loyalty. Moreover, customer trust only moderates the relationship between customer knowledge and customer loyalty, whereas other CRM components and customer loyalty do not moderate by trust.Originality/valueThe findings of the study add to the substantial pool of knowledge on CRM components, customer trust and customer loyalty literature. More specifically, the moderating role of customer trust between customer knowledge and customer loyalty is the novel contribution of this research which will enrich the existing CRM literature particularly in the banking sector of Bangladesh.

scholarly journals Customer Experience Marketing (CEM), Customer Satisfaction and Customer Trust Affects Customer Loyalty: A Study on Star Hotels in Jakarta Province

2018 ◽  
Vol 9 (2) ◽  
pp. 100
Author(s):  
Dewi Trini ◽  
M. Noor Salim
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Research Method ◽  
Customer Experience ◽  
Consumer Trust ◽  
Descriptive Research ◽  
Experience Marketing ◽  
Equation Modelling ◽  
Customer Trust

This study aims to examine customer experience marketing (CEM), customer satisfaction, consumer trust affects customer loyalty for star hotels in Jakarta, Indonesia. This study employs a causal and descriptive research using a survey research method. This study hypothesizes that (1) CEM has a significant effect on customer loyalty, (2) CEM has a significant effect on customer satisfaction, (3) customer satisfaction has a significant effect on customer loyalty, (4) customer satisfaction has a significant effect on customer trust and (5) customer trust has a significant effect on customer loyalty. The sample used is 200 respondents that were obtained from the star hotels’ guests in Jakarta. A structural equation modelling (SEM) is employed and the results reveal that only CEM has a significant impact on customer loyalty meanwhile customer satisfaction and customer trust have no impact on customer loyalty.

scholarly journals CSR marketing outcomes and branch managers’ perceptions of CSR

2019 ◽  
Vol 38 (1) ◽  
pp. 63-85
Author(s):  
Miguel Angel Moliner ◽  
Diego Monferrer Tirado ◽  
Marta Estrada-Guillén
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Retail Banking ◽  
Customer Engagement ◽  
Unit Of Analysis ◽  
Bank Branch ◽  
Content Type ◽  
Csr Strategy ◽  
Customer Trust ◽  
Number Of Customers

Purpose The purpose of this paper is to analyze the role of bank branch managers’ perceptions of corporate social responsibility (CSR) in CSR marketing outcomes. Design/methodology/approach The paper proposes a causal model establishing that managers’ perceptions of CSR influence the perception of CSR held by the branch’s customers, which in turn directly affects customer satisfaction, customer trust, customer engagement and customer loyalty. The unit of analysis in this quantitative study is the bank branch. Two questionnaires were administered: one to branch managers and another to five customers in each branch. Findings Branch managers’ perceptions of CSR have a marked influence on customers’ perceptions of CSR, which again have a notable impact on the relationship variables studied: customer satisfaction, customer trust, customer engagement and customer loyalty. Research limitations/implications The sample was taken from two banks in the same country (Spain) and only five customers were interviewed in each branch. The type of customers analyzed should be taken into account since a growing number of customers now carry out all of their banking online and are less likely to visit their branch. Practical implications The results highlight the importance of adopting socially responsible actions not only in the bank as a whole, but also in individual branches. It would, therefore, seem crucial for high level bank executives not only to involve branch managers in the bank’s CSR strategy, but also to empower them to undertake CSR actions that involve the customers and local community with which they interact. Originality/value First, the paper reveals the differences within the same organization in the way its CSR strategy is implemented. Second, intermediary figures or supervisors are shown to have a key role in ensuring the organization’s CSR strategy is effective. Third, the study emphasizes the importance of customers’ perception of CSR in achieving the main outcomes of relationship marketing (satisfaction, trust, engagement and loyalty). Fourth, the methodology applied in the study is innovative in its construction of dyads in which the branch is the unit of analysis, enabling a comparison between the manager’s perceptions of CSR with that of five customers from the same branch. Fifth, the findings add to the knowledge of a particularly relevant sector in the recent economic crisis, namely, the retail banking industry.

scholarly journals THE ANTECEDENT AND CONSEQUENCES OF CUSTOMER TRUST

2019 ◽  
Vol 19 (1) ◽  
pp. 19
Author(s):  
Novita Dian Sari ◽  
Asep Hermawan
Keyword(s):  
Customer Loyalty ◽  
Design Methodology ◽  
Customer Orientation ◽  
Important Determinant ◽  
Customer Experience ◽  
Purposive Sampling ◽  
Customer Trust ◽  
Private Banking

<p>Purpose - The purpose of this research was analyzed the effect of Competence on Customer Trust, was analyzed the effect of Stability on Customer Trust; and was analyzed the effect of Integrity on Customer Trust, was analyzed the effect of Customer Orientation on Customer Trust, was analyzed the effect of Transparancy on Customer Trust, was analyzed the effect of Customer Experience on Customer Trust, was analyzed the effect of Customer Trust on Customer Loyalty. Design/methodology/approach - The methodology of this research were collected from one hundred and seventy private banking consumer’s as respondent. Respondents were asked to answer a questionnaire about competence, stability, integrity, customer orientation, transparency, customer experience, customer trust, customer loyalty. Findings – Finding and contribution in this research was examined competence and transparency are the most important determinant of customer trust. Originality/Value - Research limitations/ implication in this research was indicated one hundred and seventy private banking consumer’s as respondent in this research. The data were collected from private banking consumer’s with purposive sampling.</p><p> </p>

Selecting which touchpoints to manage for customer loyalty: an empirical analysis in retail banking

2019 ◽  
pp. 39-54
Author(s):  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Empirical Analysis ◽  
Customer Loyalty ◽  
Online Survey ◽  
Customer Experience ◽  
Retail Banking ◽  
Customer Experience Management ◽  
Moderating Role

Customer Experience develops through a journey of touchpoints. However, little is known on the role of touchpoints in contributing to customer loyalty, which is the final aim of Customer Experience Management. This study provides an examination of the relative and moderating role of frequency and positivity of exposure to more than twenty touchpoints and their interplay in contributing to customer loyalty. An online survey on more than three thousand consumers is run with reference to retail banking. Results show that only a small number of touchpoints is significantly related to customer loyalty. Findings point companies' attention to invest their efforts in managing both the frequency and positivity of specific touchpoints.

Website Information Security and Privacy Concerns in 4IR: The Moderating Role of Trust in B2C e-Commerce

10.29007/jlq6 ◽  
2019 ◽  
Author(s):  
Thabang Mofokeng
Keyword(s):  
South Africa ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Success Factors ◽  
Industrial Revolution ◽  
Emerging Market ◽  
Security And Privacy ◽  
Future Research ◽  
Privacy And Security ◽  
Customer Trust

The technology devices introduced in recent years are not only vulnerable to Internet risks but are also unable to elevate the growth of B2C e-commerce. These concerns are particularly relevant today, as the world transitions into the Fourth Industrial Revolution. To date, existing research has largely focused on obstacles to customer loyalty. Studies have tested e-commerce models guided by the establishment of trusting, satisfied and loyal consumers in various international contexts. In South Africa, however, as an emerging market, there has been limited research on the success factors of online shopping.This study examines the influence of security and privacy on trust, seen as a moderator of customer satisfaction, which in turn, has an effect on loyalty towards websites. Based on an exhaustive review of literature, a conceptual model is proposed on the relationships between security and privacy on the one hand, and customer trust, satisfaction and loyalty on the other. A total of 250 structured, self-administered questionnaires was distributed to a purposively selected sample of respondents using face-to-face surveys in Johannesburg, South Africa. A multivariate data analysis technique was used to draw inferences from the data. With an 80.1% response rate, the findings showed that privacy and security do influence customer trust; security strongly influences customer trust and weakly influences satisfaction. In South Africa, customer loyalty towards websites is strongly determined by satisfaction and weakly determined by trust. Trust significantly moderates the effect of customer satisfaction on loyalty. The study implications and limitations are presented and future research directions are suggested.

Does Customer Experience Always Benefit Company? Examining Customers’ Epistemic Motivation and Interaction With Service Contexts

2021 ◽  
pp. 183933492199886
Author(s):  
Vu Thi Mai Chi ◽  
Widya Paramita ◽  
Tran Ha Minh Quan
Keyword(s):  
Social Identity Theory ◽  
Empirical Support ◽  
Customer Experience ◽  
Customer Engagement ◽  
Survey Method ◽  
Epistemic Motivation ◽  
Engagement Behavior ◽  
Company Identification ◽  
Employee Identification

The main purpose of this study is explaining how and when customer experience benefits the company. Built upon social identity theory, we propose that customer experience leads to customer engagement behavior, via two routes: customer-company and customer-employee identification. Furthermore, we advance that customers’ epistemic motivation negatively moderates the mediated effect of customer experience on customer engagement behavior. We ran two studies to validate the measurement of customer experience and to test our hypotheses. For the two studies, we employed a survey method by recruiting consumers of beauty salons in Vietnam. The results demonstrated that EXQ as a measurement for customer experience is applicable to the context of the study and provided empirical support for the hypotheses. Such as, this research found that customer experience positively influences customer engagement behavior as mediated by customer-company and customer-employee identification. Furthermore, this research revealed that customer epistemic motivation negatively moderates the mediated effect of customer experience on customer engagement behavior via customer-employee identification. However, the moderating role of customer epistemic motivation is insignificant for the mediated relationship via customer-company identification. Finally, this research offers theoretical and practical contributions that are elaborated and further discussed.

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