A Study on the Relationship Between Customer Loyalty and Customer Trust in Online Shopping

2020 ◽  
Vol 10 (2) ◽  
pp. 1-16 ◽  
Author(s):  
Umama Nasrin Haque ◽  
Rabin Mazumder
Keyword(s):  
Consumer Behavior ◽  
Customer Loyalty ◽  
Online Shopping ◽  
Customer Relationship ◽  
Online Environment ◽  
Retention Strategies ◽  
Mediating Factor ◽  
Customer Trust ◽  
The Relationship ◽  
Structured Questionnaire

Recently, the online market environment is quite competitive, and the organizations have to make sure to focus on continuously meeting the current and potential needs of the customers. Customer loyalty is primarily achieved by satisfying customer's expectations. In online shopping, since the products are intangible, it is important to build trust among the customers. Organizations need to thoroughly understand the consumer behavior and consumer needs in order to create and implement effective customer retention strategies. This study attempts to study the relationship between customer loyalty and customer trust in online shopping since trust is the glue that holds the customer relationship together in the current competitive market. Data is collected through the structured questionnaire. The results of this study legitimate the idea that trust of the customer acts as a mediating factor which enhances the loyalty of the customer in regard to the further purchase and consumption of the particular product or service in the online environment.

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 Modern Market Customer Loyalty: Advertising Promotion Strategies

2019 ◽  
Vol 10 (2) ◽  
pp. 111
Author(s):  
Apri Budianto ◽  
Irma Damayanti Bastaman ◽  
Aulia Fauziyah
Keyword(s):  
Customer Loyalty ◽  
Customer Relationship ◽  
Analysis Tool ◽  
Promotion Strategy ◽  
Retail Business ◽  
Promotion Strategies ◽  
The Relationship ◽  
Simple Regression ◽  
Loyal Customers

This study is focused on the relationship between advertising promotion strategies and customer loyalty in the modern market. This study seeks to explain the advertising promotion strategy if successfully carried out by the modern market, with the hope of creating loyal customers. This research was conducted on modern market customers in Ciamis. Ciamis is one of the regions in Indonesia, which is the same as other regions there are several modern markets with a variety of character of its customers. The study is based on the statements of several experts, which explain the customer relationship with various retail business promotion strategies. The model used in this study as an analysis tool is simple regression to illustrate how the relationship between advertising promotion strategies and customer loyalty. The results obtained are that there is an influence of advertising promotion strategies on customer loyalty, with the magnitude of influence is 27.5%, while as many as 22.5% are influenced by other factors not examined in this study

Using Social Media to Influence CRM and Loyalty

2015 ◽  
pp. 244-267
Author(s):  
Rozita Shahbaz Keshvari
Keyword(s):  
Social Media ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Restaurant Industry ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Media Usage ◽  
The Social ◽  
Customer Perspective ◽  
The Relationship

This chapter explores the influence of social media in Customer Relationship Management that leads to Customer loyalty. The social media in restaurant is recognized as an essential component of the customer satisfaction and therefore it is a cornerstone of the success of CRM and customer loyalty through social media nowadays. The purpose of this chapter is to investigate how Restaurant industry can harness the power of social media by utilizing CRM that leads to Customer loyalty. The problem is approached applying both the restaurants perspective and the customer perspective. The recent explosion in social media usage, combined with the transformation of the consumer into a “consume' activist”, has permanently changed the relationship between a restaurant and its customers. There were two interviews conducted for 384 restaurants collected and analyzed for the research. The results proved that Social media can be an excellent channel for building long-lasting customer relationships in restaurants.

Does Technology Acceptance Change the Way from CRM to Customer Loyalty?

2012 ◽  
pp. 98-111
Author(s):  
Yi-Yuan Liu
Keyword(s):  
Path Analysis ◽  
Technology Acceptance ◽  
Customer Loyalty ◽  
Banking Industry ◽  
Relationship Management ◽  
Mediating Effect ◽  
Customer Relationship ◽  
Continuance Commitment ◽  
Retail Banks ◽  
The Relationship

This study explores the moderating effect of technology acceptance on the relationship between customer relationship management (CRM) in terms of distribution and tailor-made functions and customer loyalty in the banking industry. The author uses LISREL two-group path analysis to find the variances between high and low technology acceptance. Data collected from the customers of nine retail banks show that commitments have a mediating effect on the relationship between the tailor-made function of CRM and customer loyalty, while technology acceptance has significant effects on both relationships between the two functions of CRM and continuance commitment.

The Effect of Hypermarkets’ Social Media Usage on Indonesian Customers’ Loyalty

2015 ◽  
Vol 21 (4) ◽  
pp. 751-755
Author(s):  
Retno Dewanti ◽  
Ishak Ismail ◽  
Malliga Marimutu
Keyword(s):  
Social Media ◽  
Customer Loyalty ◽  
Purchase Intention ◽  
Psychological Distance ◽  
Positive Influence ◽  
Sem Analysis ◽  
Customer Relationship ◽  
Validity And Reliability ◽  
Mediating Role ◽  
The Relationship

Most studies argue that the implementation of relationship like customer relationship management (CRM) may represent the difference between the success and failure of retailing organization. The purposes of this research is: (1) to test the new construct of CRM based on elements of social media related to the customer relationship, (2) to investigate the relationship between CRM and purchase intention, (3) to investigate the relationship between purchase intention and customer loyalty, (4) to examine the effect of purchase intention as a mediating role between CRM and customer loyalty, (5) to examine psychological distance as the moderating role between CRM and purchase intention. The conceptual focus of CRM model is to see the effectiveness of using social media to create purchase intention and their impact on customer loyalty. This research used SEM analysis with Smart PLS 2.0 version to test the validity and reliability of the data. The data sample is collected from Twitter and Facebook users. The results indicated that the CRM has a positive influence on purchase intention. On the other hand, purchase intention has a positive effect on customer loyalty and at the same time, it played a mediating role between CRM and customer loyalty. Psychological distance was moderated by CRM and purchase intention. The four hypotheses are supported. The limitation of this research is that it is only confined to Twitter and Facebook users that usually go to hypermarkets in five biggest malls in Jakarta.

scholarly journals The Impact of Media Advertisement on Consumers Purchasing Behaviour

Patan Pragya ◽  
2020 ◽  
Vol 7 (1) ◽  
pp. 268-278
Author(s):  
Gunja Kumari Sah ◽  
Sangita Karki
Keyword(s):  
Social Media ◽  
Consumer Behavior ◽  
Purchase Behavior ◽  
Purchasing Behavior ◽  
Media Platform ◽  
Purchasing Behaviour ◽  
Media Habits ◽  
The Impact ◽  
The Relationship ◽  
Structured Questionnaire

Marketers spend a massive amount on various media platforms to influence consumer behavior. Advertisement on every media platform has a different component that involves the Consumer for different purposes. Technological innovation has led to changes in Consumer's media habits. Hence, a deeper understanding of advertisements on various media platforms, and their implications on consumer behavior needs to be established. This study aims to examine the relationship between advertisement dimensions such as printing, broadband, outdoor and social media, and consumer purchasing behavior. Data were collected with the help of a structured questionnaire by email and direct interviews with the consumers located in Kathmandu valley. The findings revealed that the advertisement media dimensions had a strong correlation with consumer purchasing behavior. It also indicated that printing, outdoor and social media were statistically significant, and broadband media were found to be statistically insignificant with consumers 'purchase behavior

scholarly journals The relationship between selected variables and customer loyalty within an optometric practice environment

2012 ◽  
Vol 12 (1) ◽  
Author(s):  
T. Van Vuuren ◽  
M. Roberts-Lombard ◽  
E. Van Tonder
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Methodological Approach ◽  
Customer Retention ◽  
Business Environment ◽  
Practice Environment ◽  
Independent Variable ◽  
The Relationship ◽  
Structured Questionnaire

Purpose: The purpose of the research that informed this article was to examine the relationship between customer satisfaction, trust, supplier image, commitment and customer loyalty within an optometric practice environment. Problem investigated: Optometric businesses need to adopt their strategies to enhance loyalty, as customer satisfaction is not enough to ensure loyalty and customer retention. An understanding of the variables influencing loyalty could help businesses within the optometric service environment to retain their customers and become more profitable. Methodology: The methodological approach followed was exploratory and quantitative in nature. The sample consisted of 357 customers who visited the practice twice or more over the previous six years. A structured questionnaire, with a five-point Likert scale, was fielded to gather the data. The descriptive and multiple regression analysis approach was used to analyse the results. Collinearity statistics and Pearson's correlation coefficient were also calculated to determine which independent variable has the largest influence on customer loyalty. Findings and implications: The main finding is that customer satisfaction had the highest correlation with customer loyalty. The other independent variables, however, also appear to significantly influence customer loyalty within an optometric practice environment. The implication is that optometric practices need to focus on customer satisfaction, trust, supplier image and commitment when addressing the improvement of customer loyalty. Originality and value of the research: The article contributes to the improvement of customer loyalty within a service business environment that could assist in facilitating larger market share, higher customer retention and greater profitability for the business over the long term.

scholarly journals Multivariate Analysis for Determinants of Online Consumers Trust

2021 ◽  
Vol 1 ◽  
Author(s):  
Aprilia Aryanti Widyasari ◽  
Putri Pratama Deliana Nursafitri ◽  
Achmad Yanu Alifianto
Keyword(s):  
Multivariate Analysis ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Online Shopping ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Awareness ◽  
Customer Trust ◽  
The Relationship

This research aims to examine the effect of customer satisfaction on customer trust, the effect of security perception on customer satisfaction and customer trust, the influence of privacy on customer satisfaction and customer trust, the influence of brand awareness on customer satisfaction and customer trust, as well as the influence of customer satisfaction mediation on the relationship between perception security, privacy and brand awareness with customer trust. This research focuses observations on 100 people in Surabaya who have made transactions on online shopping sites. Private students and employees dominate the number of respondents in this research. To test the research hypothesis, this research adopted the Structural Equation Model-Partial Least Square (SEM-PLS) technique using SmartPLS. This research proves that brand awareness has a significant effect on customer trust and customer satisfaction, security perceptions have a significant effect on customer trust and customer satisfaction, privacy has a significant effect on customer trust and not on customer satisfaction, and customer satisfaction on customer trust

scholarly journals The relationship between e-CRM and customer loyalty: a Kenyan Commercial Bank case study

2017 ◽  
Vol 12 (2) ◽  
pp. 106-115 ◽  
Author(s):  
Eric E. Mang’unyi ◽  
Oumar T. Khabala ◽  
Krishna K. Govender
Keyword(s):  
Customer Loyalty ◽  
Survey Design ◽  
Commercial Banking ◽  
Customer Relationship ◽  
Cross Sectional Survey ◽  
Design Data ◽  
Cross Sectional ◽  
Convenience Sample ◽  
The Relationship

Since customer loyalty is key, especially in the highly competitive commercial banking environment, this article evaluated the effects of features of electronic customer relationship management (e-CRM) on customer loyalty. Using a cross-sectional survey design, data were collected from a convenience sample of customers of a major international Kenyan bank using self-administered questionnaires. The findings based on correlation and multiple regression analyses, revealed that pre-service, during (the) service and post transactional e-CRM features have a positive and significant relationship with loyalty, and that the pre-service and during service features significantly predict loyalty. Thus, enhancing e-CRM practices could be a strategic competitive tool to impact the banks’ relationship with their customers.

scholarly journals Relationship between Customer Satisfaction and Customer Attitude and Loyalty According to the Mediating Variable of Customer Trust (Case Study: Matin Abad Eco Camp)

2021 ◽  
Vol 3 (2) ◽  
pp. p1
Author(s):  
Mohammadali Shahbandi ◽  
Hessameddin Farrokhshad
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Simple Random Sampling ◽  
Structural Equations ◽  
Mediating Role ◽  
Correlational Research ◽  
Study Population ◽  
Customer Attitude ◽  
Customer Trust ◽  
The Relationship

The overall purpose of this study was to investigate the relationship between customer satisfaction and customer attitude and loyalty with respect to the mediating variable of customer trust. This research is applied research in terms of purpose and descriptive correlational research in nature and method. This study’s study population is all people who have used or are using Matin Abad Eco Camp. The number of samples was determined based on the Krejcie and Morgan sampling table equal to 120 people selected by a simple random sampling method. To collect information from standard questionnaires of customer satisfaction, attitude, customer loyalty, and customer trust in a 5-point Likert scale have been used. Cronbach’s alpha was used for its reliability, and the obtained numbers indicate the appropriate reliability of the questionnaires. SPSS 24 software and PLS structural equations were used for data analysis. The results indicate that customer satisfaction is related to customer attitude, customer loyalty, and customer trust. Customer trust is related to customer attitude and customer loyalty. The results also showed that customer trust has a mediating role in establishing the relationship between customer satisfaction with customer attitude, and customer loyalty.

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