The Relationship Between Customer Demographics and Brand Loyalty in the Indian Telecom Sector

2014 ◽  
Vol 5 (4) ◽  
pp. 38-57
Author(s):  
K Sai Prasad ◽  
Sita Mishra
Keyword(s):  
Customer Loyalty ◽  
Service Providers ◽  
Demographic Factors ◽  
Demographic Variables ◽  
Service Differentiation ◽  
The Past ◽  
Huge Impact ◽  
Customer's Loyalty ◽  
Telecom Sector ◽  
The Relationship

Customer loyalty is vital in any relationship marketing effort. With little or no product and service differentiation in the telecom sector, retaining the loyalty of customers is a big challenge. Service providers are investing substantial amounts in a variety of CRM strategies. While on one hand customer loyalty is a function of good products and services, resulting in increased levels of satisfaction, on the other hand customers' social and demographic profile plays a key role in determining a customer's loyalty to his service provider. Four types of loyalty measures were categorized and relationships with the demographic variables studied. This paper explores whether customer loyalty and demographic factors are linked in the telecom sector and to what extent. The findings and interpretation are similar to what other researchers have arrived at in the past, in that there is no significant relationship between demographic factors and loyalty. This study will have a huge impact on CRM investments in the telecom sector and will make service providers rethink their customer loyalty strategies.

A Study to Explore Relationships Between Customer Demographics and Brand Loyalty in The Indian Telecom Sector

2014 ◽  
Vol 5 (3) ◽  
pp. 1-13
Author(s):  
K Sai Prasad ◽  
Sita Mishra
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Service Providers ◽  
Demographic Factors ◽  
Demographic Variables ◽  
Service Differentiation ◽  
The Past ◽  
Huge Impact ◽  
Customer's Loyalty ◽  
Telecom Sector

Customer loyalty is vital in any relationship marketing effort. With little or no product and service differentiation in the telecom sector, retaining the loyalty of customers is a big challenge. Service providers are investing substantial amounts in a variety of CRM strategies. While on one hand customer loyalty is a function of good products and services, resulting in increased levels of satisfaction, on the other hand customers' social and demographic profile plays a key role in determining a customer's loyalty to his service provider. Four types of loyalty measures were categorized and relationships with the demographic variables studied. This paper explores whether customer loyalty and demographic factors are linked in the telecom sector and to what extent. The findings and interpretation are similar to what other researchers have arrived at in the past, in that there is no significant relationship between demographic factors and loyalty. This study will have a huge impact on CRM investments in the telecom sector and will make service providers rethink their customer loyalty strategies.

scholarly journals Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty

2017 ◽  
Vol 12 (10) ◽  
pp. 24
Author(s):  
Mauro Sciarelli ◽  
Abdelhakim A. Nagm ◽  
Mona I. Dakrory ◽  
Mario Tani ◽  
Mohamed A. Khashan
Keyword(s):  
Customer Loyalty ◽  
Service Providers ◽  
Service Failure ◽  
Service Recovery ◽  
Internet Service ◽  
Mediating Role ◽  
Recovery Strategies ◽  
Recovery Satisfaction ◽  
Customer's Loyalty ◽  
The Relationship

This current study purposes to identify the relationships between service recovery strategies, service recovery satisfaction, and both dimensions of customer loyalty in regard to Internet providers using the partial least squares (PLS-SEM) approach on a sample of 430 internet customers in Egypt.This study contributes insights into how seven service recovery strategies affected customer loyalty with its both attitudinal and behavioral dimensions directly and indirectly via service recovery satisfaction. These insights are helpful for service managers faced with service failure and academicians interested in how service providers respond to service failures and customer dissatisfaction in the B2C context.The results of this study show that some SR strategies positively influence both service recovery satisfaction and customer loyalty toward internet providers. Furthermore, service recovery satisfaction positively influencing the customer loyalty. In addition, SRS plays a mediating role in the relationship between SR strategies and customer loyalty. The results highlight that internet service providers should implement SR strategies quickly and with an empathetic manner to satisfy customers and to encourage customer's loyalty. Finally, some implications and further research directions were presented.

scholarly journals Factors Influencing Customer Loyalty towards McDonald’s Restaurant in Kuala Terengganu

2021 ◽  
Vol 12 (1S) ◽  
pp. 1-13
Author(s):  
Nur Rashidah Ismail ◽  
Nalini Arumugam
Keyword(s):  
Food Quality ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Demographic Variable ◽  
Descriptive Analysis ◽  
Demographic Variables ◽  
Social Media Platforms ◽  
Customer's Loyalty ◽  
Relationship Of ◽  
The Relationship

Customer loyalty has become an important role in ensuring successful businesses in this highly competitive market. Thus, there is a need for McDonald’s management to creating loyal customers in order to maintain their sustainability in the market. The purpose of this study is to measure the relationship of the demographic variable with customer loyalty and also to measure the significant relationship of food quality, physical environment, price and value, and also convenience with customer loyalty in McDonald’s restaurant in Kuala Terengganu. Convenience sampling was used to distribute the questionnaire from 120 respondents through social media platforms via WhatsApp and Facebook. The data then were analysed by using Statistical Package of Social Science version 23 to carry out the test from descriptive analysis, cross-tabulation, and multiple linear regression. This study reveals that age, ethnics, education, and income have a significant relationship with customer loyalty on behalf of demographic variables. Meanwhile, on behalf of independent variables, convenience and food quality has a positive relationship with customer loyalty. So, we can say that food quality and convenience factors have the highest influence on customer’s loyalty. Thus, McDonald’s restaurant should find the strategies on how to improve themselves in that factor such as provide a big size of chicken or a convenience drive thru. It is pretty sure can make customers more comfortable to revisit the restaurants.

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.

Effectiveness of demographic characteristics in understanding Malaysian customers’ perceived value of the integrated resort sector

2019 ◽  
Vol 26 (2) ◽  
pp. 195-210
Author(s):  
Jiseon Ahn
Keyword(s):  
Low Income ◽  
Service Providers ◽  
Perceived Value ◽  
Demographic Factors ◽  
Demographic Variables ◽  
Demographic Characteristics ◽  
Individual Characteristics ◽  
Perceived Values ◽  
The Impact ◽  
Aesthetic Values

Incorporating demographic variables in brand management provides many practical benefits for service providers. Although the impact of customers’ perceived values on their attitude and behavior has been extensively examined in the past, studies connecting customers’ demographic characteristics and their tourism behavior remain scarce. Thus, this study aims to empirically investigate the role of demographic variables (e.g. gender, age, income, and marital status) in the relationship between perceived value and brand-related behavior. Specifically, the research conducts several multigroup analyses to examine how demographic factors link Malaysian customers’ behavior toward integrated resort brands. Demographic factors are found to associate with customers’ perceived spiritual, status, efficiency, and aesthetic values. Findings reveal that customers’ individual characteristics and perceived values produce different results in their future behavioral intention toward integrated resort brands. In addition, the impact of spiritual and aesthetic values on brand loyalty is stronger among male customers than among female customers. Moreover, personal satisfaction is highly influential among low-income and married customers. On the basis of these findings, this study provides implications not only for integrated resort service providers but also for destination marketers to develop micromarketing strategies.

Risk Perceptions versus Legal Realities in Campus Recreational Sport Programs

2007 ◽  
Vol 31 (2) ◽  
pp. 131-145 ◽  
Author(s):  
Sarah J. Young ◽  
Sarah K. Fields ◽  
Gwynn M. Powell
Keyword(s):  
Risk Management ◽  
Risk Perceptions ◽  
Case Law ◽  
Demographic Variables ◽  
Campus Recreation ◽  
Recreational Sport ◽  
The Past ◽  
Recreation Directors ◽  
Relationship Of ◽  
The Relationship

Risk management in campus recreational sports has been a consideration on the minds of campus recreational sport directors for over the past three decades. But are directors' concerns aligned with the litigation being decided in the courtroom? This study examined whether or not campus recreation directors were concerned about the same legal and risk management issues that appeared most frequently in published court decisions. A case law analysis revealed that 54 cases were related to campus recreation over the past 30 years. To determine risk perceptions of campus recreation directors, a Web survey identifying 34 risk issues was administered. The findings showed the relationship of perceptions of directors to published cases and the risk management formula, as well as differences in perceptions based on demographic variables. The results identified several opportunities for discussion and new areas for research.

scholarly journals From e-Commerce Overall Quality to e-Loyalty: A Purchase-centred Framework

2020 ◽  
Vol 5 (1) ◽  
pp. 86
Author(s):  
Fakri Fandy Nur Azizi ◽  
Ismiarta Aknuranda ◽  
Herman Tolle
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Online Survey ◽  
Perceived Value ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Research Findings ◽  
Customer's Loyalty ◽  
The Relationship ◽  
Percent Response Rate

The e-commerce market becomes one of the markets with the most promising growth. A number of studies on e-commerce have been investigated, but only a little attention is paid to the factors that may create e-commerce customer loyalty, even though customer loyalty is one of the primary keys to improve the performance of e-commerce businesses. This research offers a conceptual model focused on purchases to investigate the factors that affect customer's loyalty and when it is formed. Specifically, this paper intends to examine the relationship between the e-commerce overall quality on the perceived usefulness, perceived value, satisfaction and trust. This paper also verifies the relationship between perceived usefulness, perceived value, satisfaction and trust in the e-loyalty. The method of online survey is used for the data collection. From 1457 of the distributed questionnaires, 960 were completed and returned, resulted 65.8 percent response rate. The data is then analyzed using the Structural Equation Modeling (SEM) method. The research findings contribute to filling the knowledge gap regarding the defining factors of customer loyalty which may help the e-commerce provider in developing e-loyalty to increase e-commerce profitability.

scholarly journals Understanding the Mediating Effect of Cognitive and Emotional satisfaction on Customer Loyalty

2010 ◽  
Vol 1 (2) ◽  
Author(s):  
Maznah Wan Omar
Keyword(s):  
Customer Loyalty ◽  
Word Of Mouth ◽  
Emotional Reaction ◽  
Mediating Effect ◽  
Retail Market ◽  
High Expectations ◽  
Cognitive Evaluation ◽  
Customer's Loyalty ◽  
Retail Setting ◽  
The Relationship

ABSTRACT Loyal customers are among the greatest revenue producer and are more likely to occur in a form of word-of-mouth. In the compound and vibrant Malaysian home computer retail market today, customer loyalty through word-of-mouth marketing tends to occur very slowly and is limited geographically but is a very potent method of marketing.The influence of cognitive and emotional satisfaction on the relationship between salesperson presentation skills and customer’s loyalty through intention to promote by word-of-mouth is vital. This will then lead to increased benefits for the organization in the form of customer loyalty. The cognitive evaluation of customer satisfaction was found to explain customer loyalty in a retail setting more than the emotional reaction. This finding holds importance to those retailers who have been able to generate high expectations in the eyes of their customers.

scholarly journals Relationship Marketing and Customer Satisfaction: A Conceptual Perspective

2016 ◽  
Vol 7 (2) ◽  
pp. 185 ◽  
Author(s):  
Deborah O. Aka ◽  
Oladele J. Kehinde ◽  
Olaleke O. Ogunnaike
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Service Providers ◽  
Empirical Studies ◽  
Developing Nations ◽  
Long Run ◽  
Marketing Variables ◽  
The Relationship

This article examined the existing body of literature on transaction and relationship marketing. The specific objectives were to develop a conceptual framework to establish the relationship between relationship marketing and customer satisfaction and to examine the components of relationship marketing on the present ever dynamic world of business. The study identified relationship marketing variables and their impact on customer satisfaction. The framework aimed to provide insights into the studies on relationship marketing factors such as trust, commitment, communication, and service quality influence on customer satisfaction. The model provided a basis for empirical studies on the factors of relationship marketing and outcomes of customer satisfaction in developing nations. The study recommends that relationship marketing dimensions such as building customer’s trust, commitment to customers, communication, and service quality should be properly managed and maintained by service providers in Nigeria. This helps in building customer satisfaction and in the long-run customer loyalty.

scholarly journals ANALISIS KEPUASAN PELANGGAN, KEPERCAYAAN, DAN LOYALITAS PELANGGAN: PERAN VARIABEL PEMODERASI SWITCHING COST

2010 ◽  
Vol 9 (2) ◽  
Author(s):  
Ari Setiyaningrum
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Service Providers ◽  
Switching Cost ◽  
Telecommunication Service ◽  
Economics Faculty ◽  
The Relationship

The purpose of this study is to examine the effect of customer satisfaction on customer loyalty, the effect of trust on customer loyalty, the effect of switching cost as moderating variable on the relationship between customer satisfaction and customer loyalty, and the effect of switching cost as moderating variable on the relationship between trust and customer loyalty. Products are used as objects of this research are celluler telecommunication service providers. Research conducted by survey through questionaires to 160 students of the Economics Faculty of Unika Atma Jaya. The data shows that customer satisfaction influenced customer loyalty significantly, trust influenced customer loyalty significantly, switching cost does not moderate the relationship between customer satisfaction and customer loyalty, and switching cost does not moderate the relationship between trust and customer loyalty.

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