scholarly journals The Effect Of Retail Shop Format on Customer Relationship and Customer Loyalty With Customer Trust as Mediation Variables (Case Study : Make Over Retail Stores in Surabaya)

2021 ◽  
Vol 1 ◽  
Author(s):  
Geodita Woro Bramanti ◽  
Berto Mulia Wibawa ◽  
Meuthia Fatah Aulia
Keyword(s):  
Structural Equation ◽  
Sem Analysis ◽  
Customer Relationship ◽  
Retail Stores ◽  
Attitudinal Loyalty ◽  
New Finding ◽  
Managerial Implications ◽  
Customer Attitude ◽  
Additional Reference ◽  
Customer Trust

To solve these problems, this research aims to analyse the relationship between satisfaction , customer attitude loyalty and customer behaviour loyalty and the influence of different retail formats. The variables used in these research are Satisfaction (S), Trust (T), Attitudinal Loyalty (AL), and Behavioural Loyalty (BL). This research was conducted using a quantitative approach and the data used in this study were obtained from questionnaires to 211 respondents by distributing questionnaires directly (direct survey) to Make Over shops in Surabaya shopping centres. Hypotheses testing in this study use Structural Equation Modelling (SEM). The results of this study indicated that the Satisfaction variable has a positive and significant relationship to the Attitude Loyalty variable and has an influence on Behavioural loyalty through Attitude Loyalty. In addition, the SEM analysis results have a new finding that the Trust variable which is a mediation variable in this study does not have a significant effect on loyalty. From the results of hypothesis testing, this study also formulated managerial implications that can be applied by Make Over as an additional reference to improve service quality in retail stores such as bundling strategies and giving free gifts, implementing referral marketing strategies and focusing on increasing satisfaction

Study on Customer Personality Characteristics and Relationship Outcomes Using SEM Analysis

2013 ◽  
Vol 462-463 ◽  
pp. 841-844 ◽  
Author(s):  
Xi Feng
Keyword(s):  
Structural Equation ◽  
Structural Equation Models ◽  
Positive Impact ◽  
Sem Analysis ◽  
Personality Characteristics ◽  
Customer Relationship ◽  
Social Affiliation ◽  
Service Companies ◽  
Relationship Outcomes ◽  
Customer Trust

The purpose of this article is to empirically examine the influence of customer personality characteristics (need for social affiliation, customer relationship proneness) on relationship outcomes (customer trust, satisfaction, and loyalty). Online responses from service companies were gathered to assess the influence using Structural Equation Models (SEM). Results indicate that need for social affiliation is a strong determinant of customer relationship proneness and trust. Consumer relationship proneness has directly positive impact on trust and satisfaction. The results confirm the trust-satisfaction-loyalty paradigm in service context.

scholarly journals THE EFFECT OF CORPORATE REPUTATION AND SUSTAINABLE INNOVATION STRATEGY ON BUSINESS PERFORMANCE IN AUTOMOTIVE COMPANIES

2019 ◽  
Vol 18 (1) ◽  
pp. 65
Author(s):  
Siti Maemunah
Keyword(s):  
Structural Equation ◽  
Business Performance ◽  
Sem Analysis ◽  
Customer Relationship ◽  
Innovation Strategy ◽  
Equation Modeling ◽  
Sustainable Innovation ◽  
Company Reputation ◽  
Customer Trust ◽  
Analyze Data

<p>This study aims to determine the effect of company reputation and sustainable innovation strategies on business performance in automotive industry companies in Jakarta. Data obtained by distributing questionnaires to 270 respondents. From 270 data collected, all of them can be analyzed. To analyze data using structural equation modeling (SEM) analysis tools. The results of this study prove that business performance is influenced positively and significantly by the company's reputation and innovation strategy. Business performance is most strongly influenced by the innovation strategy. The limitation of this study was only in Jakarta and four car brands. Further research can be developed with different industries and is expected to add variables that can affect business performance in automotive companies such as customer satisfaction, customer trust and customer relationship management and organizational learning.</p>

scholarly journals Does CSR Help to Retain Customers in a Service Company?

2020 ◽  
Vol 13 (1) ◽  
pp. 300
Author(s):  
Juan Carlos Fandos-Roig ◽  
Javier Sánchez-García ◽  
Sandra Tena-Monferrer ◽  
Luis José Callarisa-Fiol
Keyword(s):  
Financial Services ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Special Importance ◽  
Csr Strategies ◽  
Shopping Experience ◽  
Managerial Implications ◽  
Customer's Loyalty ◽  
High Level ◽  
Customer Trust

The main aim of this paper is to analyze the influence of service companies’ corporate social responsibility (CSR) actions on final customer’s loyalty. A theoretical model of loyalty formation based on CSR was proposed and a sample of 1125 final customers of financial services in Spain was studied. Structural equation models were used to verify the hypothesized relationships. Based on the CSR theory oriented to stakeholders, this work justifies the direct and positive relationship between the perception of CSR actions in the shopping experience and customer trust. We also verified a positive indirect influence on loyalty. The services industry was chosen to conduct this research due to its own particularities (intangibility, inseparability, heterogeneity and perishability). As it is impossible to evaluate a service before its consumption, a high level of trust in the supplier will be necessary to motivate the purchase decision. We conclude that CSR becomes a key strategic asset for determining trust and loyalty among consumers. As major findings, we have verified the special importance of CSR in the services market. CSR improves customer trust in the service provider. Thus, this paper has significant managerial implications. Through CSR strategies, both the perception of the customer’s purchasing experience and trust can be enhanced, resulting in more loyal customers. As a limitation, this research was carried out among financial services. Further research should test the model across different industries and countries in order to determine the generalizability and consistency of the findings of this study.

scholarly journals To Green or Not to Green: The Influence of Green Marketing on Consumer Behaviour in the Hotel Industry

2019 ◽  
Vol 11 (17) ◽  
pp. 4623 ◽  
Author(s):  
Pere Mercade Mele ◽  
Jesus Molina Gomez ◽  
Lluis Garay
Keyword(s):  
Structural Equation ◽  
Word Of Mouth ◽  
Hotel Industry ◽  
Positive Influence ◽  
Green Marketing ◽  
Associate Learning ◽  
Attitudinal Loyalty ◽  
Positive Effects ◽  
Managerial Implications ◽  
Green Trust

Different studies have analysed how green marketing influences the sustainable image of tourist companies or have focused on the identification and engagement between these companies and their consumers. In any case, the question of how this process influences consumers’ behaviour in the hotel industry requires even more in-depth study, with the intention of explaining the changes that occur in the current consumer and how this affects the hotel industry. This study is useful to demonstrate that beyond the direct influence of green marketing on green word of mouth indicators there are other indirect influences which are represented by other mediating variables: green attitudinal loyalty and green trust. From the literature on green marketing and the conceptual approaches offered by the Hierarchy of Effects Model and the Associate Learning Principles, this study conducted an empirical approach using a structured questionnaire. The questionnaire responses, obtained from a sample of 238 hotel users, were analysed using a Structural Equation Modelling (SEM) to test the research hypothesis related to the positive influence of green marketing on green trust, green attitudinal loyalty, and green word of mouth. This research provides theoretical and managerial implications to help executives adopt green marketing strategies, thanks to their positive effects on consumers’ recommendations, both direct and indirect, through loyalty and trust. It is concluded that green marketing actions have a greater effect on their indirect relationship with word of mouth than on their direct relationship and that loyalty is the aspect with the highest influence regarding trust.

scholarly journals How to Survive in Book Store Industry through Strengthening Brand Equity

2019 ◽  
Vol 3 (1) ◽  
pp. 1-6
Author(s):  
Evita Sukmawati ◽  
Leonnard Ong
Keyword(s):  
Brand Equity ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Sem Analysis ◽  
Equation Modelling ◽  
Book Store ◽  
Managerial Implications

This study aims to determine the influence of corporate positioning on brand equity. Data were obtained from the result of filling out questionnaires by 200 respondents who were all consumers of Gramedia Book Stores. The data were analyzed descriptively and quantitatively through Structural Equation Modelling (SEM) analysis. The findings revealed that the corporate positioning of the Gramedia Book Stores has a positive and significant effect on consumer brand equity. Further managerial implications are provided.

scholarly journals Analisis Pengaruh Kepercayaan dan Harga Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pada PT. Telkomsel di Kota Kediri

2016 ◽  
Vol 3 (02) ◽  
Author(s):  
Nur Laely
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Sem Analysis ◽  
Equation Modeling ◽  
Negative Effects ◽  
Customer Trust ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

To know clearly about customer satisfaction and loyalty at PT. Telkomsel in KediriTown of East Java, this research focused on the models of customer’s satisfaction andloyalty increase based on customer trust, and product prices. From the testing results ofthe model in this research, by using random sampling, structural equation modeling (SEM)analysis, and the assistance of software Amos 20, on 150 respondents, it was able toexplain the relationship between trust, price, and customer satisfaction on the customerloyalty in PT. Telkomsel in Kediri Town of East Java. In this research, it was obtained astrong influence of customer trust and satisfaction, amounting to 0.429, and a stronginfluence between customer satisfaction and loyalty, that is of 0.233, it showed that, withthe rising customer trust, it will increase customer satisfaction, which in turn raise theloyalty of PT. Telkomsel customers.In this study, it also found the negative effects of price and customer satisfaction,amounting to -0.089, and the strong influence of negative between price and loyalty ofcustomers, that is of -0.406, this case indicated that, with the rising of product prices, itwill lower customer satisfaction, which further lowers the loyalty of PT. Telkomselcustomers.Keywords: trust, prices, satisfaction, and customer loyalty

scholarly journals Examining the Interconnections between E-CRM, Customer Experience, Customer Satisfaction and Customer Loyalty

2022 ◽  
Vol 20 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Customer Experience ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Theoretical Support ◽  
Bank Managers ◽  
Managerial Implications ◽  
The Impact

This study examines the impact of electronic customer relationship management (E-CRM) on customer loyalty through the mediating effects of customer experience and customer satisfaction in the context of the banking industry. Customer experience and customer satisfaction are considered to be pre-requisite tools for improving and enhancing long-lasting relationships with customers. The study has adopted Stimulus-Organism-Response (S-O-R) model as theoretical support to examine the relationships. To achieve the objectives, the data was gathered from 836 banks’ customers of India. The data was then analyzed using structural equation modeling (SEM) through AMOS. The results revealed that all the relationships were found to be significant and positive and also customer experience and customer satisfaction proved to be mediators on the relationship between E-CRM and customer loyalty. Thus, these empirical results will have both theoretical and managerial implications which will further provide useful insights to the bank managers to improve their long-term relationships with the customers.

Corporate Image and Customer Responses to Organisational Transformation in B2B Context: An Empirical Research in Vietnam

2019 ◽  
Vol 5 (2) ◽  
pp. 163-179
Author(s):  
Nguyen Thi Hoang Yen
Keyword(s):  
Structural Equation ◽  
Transition Economy ◽  
Corporate Image ◽  
Relationship Commitment ◽  
Customer Relationship ◽  
Strong Impact ◽  
Customer Attitude ◽  
The Relationship ◽  
Modelling Approach

Marketing researchers have largely focused on corporate image and customer responses to stimuli and events in their environment. However, little academic attention has been paid to the relationship between them. Besides, only a little attention has been given to the context of organisational transformation. The aim of this research, therefore, is to investigate these issues by testing the hypotheses about the relationship between corporate image and different customer response types (controllability attribution, attitude and relationship commitment) in B2B market under the specific context of organisational transformation in Vietnam’s transition economy. Using the structural equation modelling approach, the research found that corporate image has a strong impact on customer relationship commitment and is influenced by customer controllability attribution as well as attitude towards organisational transformation. This research also remarks the role of controllability attribution by showing that it has influence on both corporate image and customer attitude towards organisational transformation.

scholarly journals Sport Sponsorship: The Relationship Between Team Loyalty, Sponsorship Awareness, Attitude Toward the Sponsor, and Purchase Intentions

2013 ◽  
Vol 27 (4) ◽  
pp. 288-302 ◽  
Author(s):  
Rui Biscaia ◽  
Abel Correia ◽  
Antonio Fernando Rosado ◽  
Stephen D. Ross ◽  
João Maroco
Keyword(s):  
Structural Equation ◽  
Equation Model ◽  
Purchase Intentions ◽  
Sport Sponsorship ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Team Loyalty ◽  
Professional Soccer ◽  
Managerial Implications ◽  
The Relationship

Sponsorship studies have generally been focused on attitudinal measures of fan loyalty to understand the reactions to abstract sponsors. This study examines the relationships between both attitudinal and behavioral loyalty with sponsorship awareness, attitude toward two actual sponsors, and purchase intentions. Data were collected among fans of a professional soccer team, and the results of a structural equation model provide evidence that attitudinal loyalty impacts the attitude toward both sponsors and purchase intentions. Behavioral loyalty influences sponsorship awareness, and impacts differently the attitude and purchase intentions toward each sponsor. Sponsorship awareness influences significantly the attitude toward both sponsors, while the attitude toward the sponsor was the strongest predictor of purchase intentions. These findings highlight the importance of examining actual sponsors and suggest managerial implications, such as the need for sponsors to help attract fans to the stadium and to design additional activation strategies to improve sponsorship value.

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