Drivers of E-Loyalty in E-Recruitment

2021 ◽  
Vol 19 (2) ◽  
pp. 17-33
Author(s):  
Mamoun N. Akroush ◽  
Majdy I. Zuriekat ◽  
Bushra K. Mahadin ◽  
Metri F. Mdanat ◽  
Ghazi A. Samawi ◽  
...  
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Online Survey ◽  
Research Model ◽  
Structural Path Analysis ◽  
Confirmatory Factor ◽  
Structural Path ◽  
Business Customers ◽  
The Relationship

This paper investigates drivers of e-loyalty in the B2B e-recruitment industry in Jordan, exploring the relationship between e-service quality, e-satisfaction, and e-trust, and the effect of e-satisfaction and e-trust on e-loyalty. An online survey was administered to 400 active business customers listed in an e-recruitment firm in Jordan, of which 139 forms were used. Confirmatory factor analysis was used to assess the research constructs' validity. Structural path analysis was used to test the hypothesized relationships of the proposed research model. The findings show that e-service quality has a positive significant effect on e-satisfaction and e-trust. E-service quality exerted a stronger effect on e-satisfaction than on e-trust. E-satisfaction has a positive significant effect on e-trust and e-loyalty, respectively. Finally, 74% of the variation in e-loyalty was caused by e-trust and e-satisfaction path. Managers in the B2B environments should develop customized marketing campaigns that enhance e-trust in their websites, leading to improved customer loyalty.

scholarly journals The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphere

2020 ◽  
Vol 16 (4) ◽  
pp. 23-35 ◽  
Author(s):  
Abdullah Uslu ◽  
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Service Quality ◽  
Moderating Effect ◽  
Behavioural Intention ◽  
City Centre ◽  
Confirmatory Factor ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship

The aim of this research is to test the relationship between the service quality of restaurants and electronic word-of-mouth (eWOM) communication, satisfaction, and behavioural intention and to analyse the moderating effect of the restaurant atmosphere in the relationship between service quality and eWOM. The population of the research consists of local tourists who come to the restaurants located in the city centre of Diyarbakır. Questionnaires were used to obtain the data of the research. The data were analysed using 385 surveys collected from restaurant customers using package programs (SPSS and AMOS). As a result of explanatory factor analysis, 4 service quality dimensions were determined in restaurants (tangibles, assurance, reliability, empathy), and then confirmatory factor analysis, second-order confirmatory factor analysis, a measurement model, and path analyses were carried out. According to the results of the analysis, it was determined that the service quality dimensions of the restaurants have effects on satisfaction and eWOM. In addition, restaurant atmosphere has been found to have a moderating effect on the effect of service quality dimensions on eWOM in restaurants.

scholarly journals Pengaruh Kualitas Produk, Kualitas Proses, Kualitas Pelayanan Dengan Peran Mediasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan

2020 ◽  
Vol 2 (1) ◽  
pp. 69-73
Author(s):  
I Dewa Nyoman Usadha
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Service Level ◽  
Process Quality ◽  
Business Customers ◽  
Relationship Of ◽  
The Relationship

This study is an empirical study in coastal areas or coastal villages in the region of Tabanan. which aims to determine the effect of Product Quality, process quality, service quality with mediation satisfaction to Loyalty of small and medium business customers. Methodelogi used, Statistics method with Moderation or Mediation variables. The number of samples taken from the population of 30 respondents. The results showed the relationship of Product Quality (X1) to the quality of process (X2) 0.971, Quality of service (X3) 0.795 so that the average relationship 0.883, with the mediation 0.816 so as to produce the level of customer satisfaction 0.818. The correlation of process quality (X2) with product quality (X1) 0,971, Service Level (X3) 0,846, average 0,908 mediated correlation 0,850 resulted Customer Loyalty level 0,842, with mediation equal to 0,850 resulted Average Customer Loyalty 0,58 process quality, product quality and service level. Relationship Level of Service Quality (X3) 0,846 with process quality (X1) 0,795, with average 0,820 with mediation 0,971 resulted high customer satisfaction 0,826. So with a mediation of 0.971 mediate the median level of 0.771. Which the average relationship of 0.820 with mediation 0.971 resulted in the level to the average customer Loyalty of -0.151.the relationship that has been established either does not require the level of mediation

PENGARUH SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN DAMPAKNYA TERHADAP CUSTOMER LOYALITY PADA PERUSAHAAN JASA

2017 ◽  
Vol 5 (2) ◽  
Author(s):  
Harry Indra
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Service ◽  
Customer Loyalty ◽  
Analysis Techniques ◽  
Structural Path Analysis ◽  
The Future ◽  
Structural Path

The purpose of this study was to determine the effect of the Customer Service Quality satisfaction and their impact on customer loyalty. In this study the services company is used as an example.This research is associative and aims to achieve the goal of researchers. The study was conducted by questionnaire distributed direcly to a sample 100 customer of this company. Structural Path Analysis is used for data analysis techniques. This research is important to prove Service Quality affecting Customer Satisfaction, Customer Satisfaction influential Loyalty, Service Quality effect on Loyalty with Customer Satisfaction as an intervening variable. The results of the study can be used by services company to determine the company's strategy, in the future or to help the company to resolve the problems being faced.

scholarly journals The Role of Brand Trust in Determining The Relationship Between Brand Affection and Loyalty Programs on Customer Loyalty

2017 ◽  
Vol 1 (01) ◽  
pp. 12
Author(s):  
Jojor Marintan Silalahi ◽  
Lizar Alfansi ◽  
Akram Harmoni Wiardi
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Loyalty Programs ◽  
Equation Modeling ◽  
Brand Trust ◽  
Loyalty Program ◽  
Confirmatory Factor ◽  
The Relationship

<p>study investigates how brand affection, loyalty programs, and brand trust determine the loyalty in airways industry. We examined the influence of brand trust and brand affection on loyalty in airlines services. The airways companies applied loyalty programs as a trend. The purpose of the loyalty programs is to encourage the loyalty of the customers. The purpose of this study is to analyze the influence of brand affection and loyalty programs on brand trust and loyalty among GarudaMiles members. Primary data were collected through a survey. Data collected by online quistionnaire through social media and resulting 171 processable questionnaire. Data were analysed using confirmatory factor analysis and structural equation modelling. Confirmatory factor analysis within structural equation modeling were carried out to assess adequacy of the measurements and validity of the model. We found that brand affection is not significantly influence customer loyalty; brand affection significantly influence brand trust; and brand trust significantly influence customer loyalty. This result indicate that brand affection has an indirrect effect on loyalty, it’s mediated by brand trust. Loyalty program is not significantly effect brand trust, it has direct effect on loyalty. It’s become clear that only brand trust mediates the relationship of brand affection and loyalty. The customers of the airways companies tend to be loyal because of the loyalty programs applied by the airways companies. These finding add performance effectiveness and long-term relationships with customers in airlines industry to the factors needed to respond to the highly competitive situation at present, which will be even more important with the ASEAN Economic Community in 2015.</p><p><br />Keywords: Brand Affection, Brand Trust, loyalty, Loyalty Program</p>

scholarly journals The Role of Brand Trust in Determining The Relationship Between Brand Affection and Loyalty Programs on Customer Loyalty

2016 ◽  
Vol 1 (1) ◽  
pp. 12
Author(s):  
Jojor Marintan Silalahi ◽  
Lizar Alfansi ◽  
Akram Harmoni Wiardi
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Loyalty Programs ◽  
Equation Modeling ◽  
Brand Trust ◽  
Loyalty Program ◽  
Confirmatory Factor ◽  
The Relationship

<p>study investigates how brand affection, loyalty programs, and brand trust determine the loyalty in airways industry. We examined the influence of brand trust and brand affection on loyalty in airlines services. The airways companies applied loyalty programs as a trend. The purpose of the loyalty programs is to encourage the loyalty of the customers. The purpose of this study is to analyze the influence of brand affection and loyalty programs on brand trust and loyalty among GarudaMiles members. Primary data were collected through a survey. Data collected by online quistionnaire through social media and resulting 171 processable questionnaire. Data were analysed using confirmatory factor analysis and structural equation modelling. Confirmatory factor analysis within structural equation modeling were carried out to assess adequacy of the measurements and validity of the model. We found that brand affection is not significantly influence customer loyalty; brand affection significantly influence brand trust; and brand trust significantly influence customer loyalty. This result indicate that brand affection has an indirrect effect on loyalty, it’s mediated by brand trust. Loyalty program is not significantly effect brand trust, it has direct effect on loyalty. It’s become clear that only brand trust mediates the relationship of brand affection and loyalty. The customers of the airways companies tend to be loyal because of the loyalty programs applied by the airways companies. These finding add performance effectiveness and long-term relationships with customers in airlines industry to the factors needed to respond to the highly competitive situation at present, which will be even more important with the ASEAN Economic Community in 2015.</p><p><br />Keywords: Brand Affection, Brand Trust, loyalty, Loyalty Program</p>

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

Test of Mediation and Moderation between Employee Empathy and Customers’ Advocacy

2020 ◽  
Author(s):  
Sajjad Ahmad Afridi ◽  
Asad Shahjehan ◽  
Maqsood Haider ◽  
Dr Uzma Munawar
Keyword(s):  
Factor Analysis ◽  
Customer Loyalty ◽  
Service Sector ◽  
Mediating Effect ◽  
First Line ◽  
Private Hospitals ◽  
Proposed Model ◽  
Confirmatory Factor ◽  
The Impact ◽  
Significant Moderator

This study examined the impact of employee empathy on customers’ advocacy directly and indirectly through customers’ loyalty. Moreover, the interacting effect of customers’ trust was verified between the association of customers’ loyalty and advocacy. The attributes of the proposed model were examined in the context of first line employee and patients’ interactions. A total of 220 responses were collected for analysis from the private hospitals of Peshawar. The model fitness was confirmed through confirmatory factor analysis and hypotheses were examined. Findings confirmed the positive and significant impact of employee empathy on customers’ advocacy. Further, the mediating effect was examined and found that loyalty partially mediates employee empathy and customers’ advocacy. Additionally, trust was found a significant moderator between the association of customer loyalty and advocacy. Furthermore, findings revealed that trust based loyalty significantly and positively mediates employee empathy and customers’ advocacy. Findings of the present study provide understanding for the service sector, particularly in healthcare, to enhance customers’ loyalty, advocacy, and trust through service employee’s empathic aptitude. Keywords: Employee empathy, Service Eco-system, Customers’ Loyalty, Customers’ Advocacy, Trust-Based Loyalty, Healthcare, S-D Logic

On The Field: Examining Differences in Video Format in Sports Media Viewing

2020 ◽  
Vol 64 (1) ◽  
pp. 781-785
Author(s):  
Ragan Wilson ◽  
Christopher B. Mayhorn
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Spatial Presence ◽  
Sports Media ◽  
User Perceptions ◽  
Video Footage ◽  
Confirmatory Factor ◽  
Need To Evaluate ◽  
The Relationship ◽  
Video Format

With virtual reality’s emerging popularity and the subsequent push for more sports media experiences, there is a need to evaluate virtual reality’s use into more video watching experiences. This research explores differences in experiences between Monitor (2D) video and HMD (360-Degree) video footage by measuring user perceptions of presence, suspense, and enjoyment. Furthermore, this study examines the relationship between presence, game attractiveness, suspense, and enjoyment as explored by Kim, Cheong, and Kim (2016). Differences were assessed via a MANOVA examining specifically presence, suspense, and enjoyment while the relationships were explored via a confirmatory factor analysis. Results suggest that there was a difference between Monitor (2D) video and HMD (360-Degree) in regard to spatial presence, engagement, suspense, and enjoyment, but the previous model from Kim et al. (2016) was not a good fit to this study’s data.

scholarly journals An International Reading Literacy Study: Factor Structure of the Chinese Version of the Student Questionnaire (PIRLS-SQCV 2011)

2016 ◽  
Vol 2016 ◽  
pp. 1-11 ◽  
Author(s):  
Joseph W. I. Lam ◽  
W. M. Cheung ◽  
Doreen W. H. Au ◽  
Hector W. H. Tsang ◽  
Wendy W. Y. So ◽  
...  
Keyword(s):  
Factor Analysis ◽  
Factor Structure ◽  
International Comparisons ◽  
Chinese Version ◽  
Reading Literacy ◽  
Structure Model ◽  
Confirmatory Factor ◽  
Student Questionnaire ◽  
The Relationship ◽  
Home And School

The student questionnaire (PIRLS-SQ 2011) of the Progress in International Reading Literacy Study (PIRLS) was designed to gather information from pupils on reading literacy development as to aspects of pupils’ self-lives, home, and school lives across countries/districts. In order to serve the purposes of research and international comparison, the questionnaire was translated into various languages. Using exploratory factor analysis (EFA) and confirmatory factor analysis (CFA), the current study investigates the psychometric properties of the Chinese version of the student questionnaire (PIRLS-SQCV 2011) and identifies its underlying factor structure among Chinese fourth-grade pupils in Hong Kong. A 10-factor structure model was identified and much resemblance could be drawn to the original PIRLS structure. While the similarity allows international comparisons of studies in different places following the PIRLS strategy, the findings of this study add to extant literature on the relationship between student factors and reading achievement.

scholarly journals Modeling and Analysis of the Motivations of Fast Fashion Consumers in Relation to Innovativeness

2016 ◽  
Vol 16 (4) ◽  
pp. 205-213
Author(s):  
Canan Saricam ◽  
Nazan Erdumlu
Keyword(s):  
Factor Analysis ◽  
Structural Equation Modeling ◽  
Confirmatory Factor Analysis ◽  
Structural Equation ◽  
Motivational Factors ◽  
Equation Modeling ◽  
Fast Fashion ◽  
Modeling And Analysis ◽  
Confirmatory Factor ◽  
The Relationship

Abstract In this study, fast fashion concept is investigated in order to understand the motivations of the consumers that make them adopt these products because of their willingness for the innovativeness. The relationship between the motivational factors which were named as “Social or status image” and “Uniqueness” as expressions of individuality, “Conformity” and the willingness for “Innovativeness” is analyzed using a conceptual model. Exploratory factor analysis, confirmatory factor analysis and structural equation modeling were used to analyze and validate the model. The data used for the study was obtained from 244 people living in Turkey. The findings showed that the motivational factors “Social or status image” and “Uniqueness” as expressions of individuality are influential on the consumers’ willingness for “Innovativeness”.

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