The Relationship between Relational Benefits, Relationship Quality and Customer Loyalty in the Sports Center

2008 ◽  
Vol 34 ◽  
pp. 277-288
Author(s):  
Yong Sang Yoo
Keyword(s):  
Relationship Quality ◽  
Customer Loyalty ◽  
Relational Benefits ◽  
The Relationship

scholarly journals PENGARUH RELATIONSHIP MARKETING DAN RELATIONSHIP QUALITY TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PRODUK PARFUM MULEGH DI PURWOKERTO

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Ilham Akbar
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Marketing Relationship ◽  
Negative Effect ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The research entitled �The Influence of Relationship Marketing and Relationship Quality Towards Customer Loyalty with Customer Satisfaction as The Intervening Variable on Mulleg Perfume Product in Purwokerto� aims to determine the impact of relationship marketing and relationship quality towards customer satisfaction and customer loyalty and to determine whether customer satisfaction could become the intervening variable. The hypothesis of this research is the relationship marketing has negative effect towards customer satisfaction, the relationship marketing has positive effect towards customer loyalty, the relationship quality has positively effect towards customer satisfaction, the relationship quality has positively effect towards the customer loyalty, and the customer loyalty could be able to mediate the influence of relationship marketing and relationship quality toward customer loyalty.� The analysis method that used on this research is the structural equation modeling.The results show that the relationship marketing has positive and significant effect towards customer satisfaction. It will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards customer satisfaction, so it will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship marketing has positive and significant effect towards customer loyalt. It will increase the customer loyalty of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards the customer loyalty. The Customer Satisfaction has positive and significant effect towards customer loyalty. The customer satisfaction could mediate the influence of relationship marketing towards the customer loyalty on Mulleg Aromatic perfume product in Purwokerto. The customer satisfaction could mediate the influence of relationship quality towards the customer loyalty of Mulleg Aromatic perfume product in Purwokerto.�Keywords : Relationship Marketing , Relationship Quality , Customer Satisfaction and Customer Loyalty�

Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shu-Mei Tseng
Keyword(s):  
Relationship Quality ◽  
Customer Loyalty ◽  
Service Recovery ◽  
Survey Study ◽  
Service Firms ◽  
Online Service ◽  
Statistical Population ◽  
Content Type ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this study is to examine the impact of the relationship quality on customer loyalty. The moderating role played by online service recovery in this study is further discussed. Design/methodology/approach A quantitative Web-based survey study was conducted to statistically test these relationships among relationship quality, service recovery and customer loyalty. Data collected from 183 respondents were taken for analysis through partial least squares. Findings The findings reveal that relationship quality has significant influence on customer loyalty, whereas service recovery has moderated effect on the relationship between relationship quality and customer loyalty. Research limitations/implications The respondents of this study were recruited from online panels; thus, a purposive sample could be a biased indication of the characteristics of the actual population. Therefore, it is suggested that future researchers enroll subjects from a statistical population that accurately represents the entire population and, in addition, that they collect more responses to increase the generalizability of the findings. Practical implications Because failures in service delivery are inevitable, recovery of such encounters thus represents a significant challenge for service firms. Hence, this study proposes concrete suggestions for firms to manage and operate e-commerce websites, as well as to enhance relationship quality and customer loyalty. Originality/value Service failures have been the bane of e-commerce, compelling customers to either abandon transactions entirely or switch to a physical competitor. Many firms have realized the importance of maintaining strong relationships with customers to enhance their loyalty. However, previous literature has a few studies conducted on the relationships among service recovery, relationship quality and customer loyalty in the e-commerce context. Therefore, it is meaningful to identify these relationships.

scholarly journals THE EFFECT OF CUSTOMER EXPERIENCE DESIGN, RELATIONSHIP QUALITY, AND EMOTION CONNECTION ON LOYALTY

2014 ◽  
Vol 13 (1) ◽  
Author(s):  
Elia Ardyan
Keyword(s):  
Relationship Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Customer Experience ◽  
Equation Model ◽  
Consumer Experience ◽  
Experience Design ◽  
Emotional Connection ◽  
The Relationship

The purpose of this study is to determine the effect of customer experience design, emotion connection and relationship quality on customer loyalty. Hotel must manage the consumer experience well. When the consumer experience increase, it will give effect to increasing relationships quality and emotional connection. Increasing the quality of the relationship and emotional connection between the consumer and hotel is expected to increase customer loyalty. The sample in this study is 142 respondents. The analysis in this study uses a structural equation model, in which we use Amos version 20 to help data analysis. The result of this study : (1) there are positive and significant effects between customer experience design on relationship quality and between customer experience on emotional connection; (2) there are not any positive and significant effects between customer experience design, emotional connection, and relationship quality on custimer loyalty.

scholarly journals Investigating the Relationship Between Corporate Entrepreneurship and Customer Loyalty with Customer Satisfaction Mediating Role

2018 ◽  
Vol 10 (4) ◽  
pp. 94
Author(s):  
Iman Abdel Hamid Hasanin
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Corporate Entrepreneurship ◽  
External Factors ◽  
Mediating Role ◽  
Internal And External Factors ◽  
The Relationship

The study aims to identify the nature of the relationship between the dimensions of corporate entrepreneurship and loyalty of customers. It intends to do that through the mediating role of customer satisfaction, by identifying the extent to which these dimensions apply according to the study the study, as well as the knowledge of the relationship quality. In order to meet the objectives of the study, a regular sample of 384 individuals was selected. These individuals were clients of the selected commercial banks, selected by customers who frequented the banks within a specified period of time. The study also found that there was a statistically significant correlation between corporate entrepreneurship and customer loyalty, which means that the greater the application of corporate entrepreneurship, the higher the effect of internal and external factors. The study suggests a set of recommendations to encourage banks in the study to apply CE to enhance customer loyalty.

scholarly journals STUDI RELATIONSHIP QUALITY PADA BANK NAGARI CABANG SIMPANG EMPAT PASAMAN BARAT

2019 ◽  
Vol 4 (1) ◽  
pp. 23-31
Author(s):  
Asraf Asraf
Keyword(s):  
Relationship Quality ◽  
Customer Loyalty ◽  
Management Strategy ◽  
Banking Sector ◽  
Likert Scale ◽  
Marketing Management ◽  
Independent Variables ◽  
High Level ◽  
The Relationship

The high level of competition in banking sector requires management to implement a good marketing management strategy in order to increase the customers loyalty. Customer loyalty is determined by the high relationship quality. Among the variables that influence the relationship quality is trust, satisfaction and commitment. This study analyzed the effect of these three variables to improve relationship quality on Bank Nagari Simpang Empat Branch. The population is the customers who take a sample of 100 customers. Measurement of variables with instruments which quantified by Likert scale. The results showed that all of the independent variables positive and significant impact on the improvement of relationship quality. The findings of this study provides implications for the management of Bank Nagari Simpang Empat Branch that in order to improve the relationship quality should increase the trust variable, satisfaction and commitment. Keywords: Relationship Quality, Trust, Satisfaction and Commitment.

scholarly journals HOW GREEN PERFORMANCE STIMULATES TOURIST LOYALTY? EXAMINING THE ROLE OF RELATIONSHIP QUALITY IN VIETNAM

2021 ◽  
Vol 34 (1) ◽  
pp. 202-208
Author(s):  
Anh Tuan PHAM ◽  
◽  
The Kien NGUYEN ◽  
Van Anh VU ◽  
Canh Huy PHAM ◽  
...  
Keyword(s):  
Relationship Quality ◽  
Customer Loyalty ◽  
Questionnaire Survey ◽  
Research Direction ◽  
Future Research ◽  
Future Research Direction ◽  
Mediating Role ◽  
Green Performance ◽  
The Relationship

The main purpose of this research is to propose and test a conceptual model that clarifies the relationship between green performance of hotels and customer loyalty with the mediating role of relationship quality. The data collected from 200 homestay tourists in Moc Chau national tourism area, Son La province, Vietnam through questionnaire survey was tested by applying partial least squares wit h SmartPLS software. Analytical results showed that the higher tourists perceive the homestay green performance, the tighter the relationship quality they have towards the homestays, which in turns stimulates their loyalty behavior. The evidence also indicated that relationship quality contributes as the partial mediator in the relationship between green practice and tourist loyalty. The theoretical and managerial contribution, as well as the limitation and future research direction were also discussed in the paper.

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