scholarly journals The Effect of Hairdresser's Job Crafting on Customer Orientation and Work Performance

2021 ◽  
Vol 27 (6) ◽  
pp. 1427-1436
Author(s):  
HyeJeong Nam ◽  
YongMi Jin
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Work Performance ◽  
Customer Orientation ◽  
Marketing Strategies ◽  
Job Crafting ◽  
Beauty Salon ◽  
Information Reliability ◽  
Using Data ◽  
Selection Factors

This study aims to understand the effect of salon selection factors on customer satisfaction and customer loyalty through SNS to provide marketing strategies to increase salon profits through SNS. In the SPSS 21.0 program, frequency analysis, factor analysis, reliability analysis, and multiple regression analysis were performed using data from the final 301 part of the questionnaire. The results of the survey are as follows. First of all, the characteristics of SNS were universal and tangible, divided into information, reliability, and beauty salon options. In addition, customer satisfaction and customer loyalty are divided into a single dimension. Second, it was reported that the more the latest information on SNS characteristics is recognized, the higher the customer satisfaction and customer loyalty are. Third, it was found that the more reliable objective information on the factors for selecting beauty salons through SNS was recognized, the higher customer satisfaction and customer loyalty were. Taken together, it is expected that a differentiated education system through SNS will be introduced, and sales will improve by positively affecting customer satisfaction and customer loyalty. In subsequent studies, more reliable studies are expected to be conducted through age diversification and segmentation of various variables.

scholarly journals The Relationship between Customer-Based Corporate Reputation and Customer Citizenship Behavior: The Case in Vietnam

2016 ◽  
Vol 11 (9) ◽  
pp. 298
Author(s):  
Nguyen Thi Van ◽  
Tran Thi Hue Chi ◽  
Vu Thi Mai Chi ◽  
Ngo Van Quang
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Corporate Reputation ◽  
Service Industry ◽  
Citizenship Behavior ◽  
Beauty Salon ◽  
Customer Commitment ◽  
Social Prestige ◽  
Customer Citizenship Behavior ◽  
The Relationship

A good corporate reputation is properties, images, brand of a company that customers of such company can wish for others to join them, therefore the supporting of accompany to build a strong reputation through discretionary, voluntary behaviors of customers is considered to be capable of helping customers to achieve a higher level of awareness about themselves and their social prestige. Positive effect of corporate reputation on customer outcome variables such as customer satisfaction and loyalty, etc. have been recognized in a lot of literatures. Respondents were customers who came to and used services of the retailing, haircut store or beauty salon in Ho Chi Minh city, Vietnam. We also collected 44 questionnaires to do Pretest before conducting the final test in which 490 out of 600 questionnaires are validated to run statistics. Besides, convenient sampling is used for this study. This result showed that customer-based corporate reputation directly affect customer satisfaction, customer commitment, customer loyalty and customer satisfaction, customer commitment and loyalty directly affect CCB. This research also indicated CBR positive influences on CCB. To find out the antecedents of CCBs is obviously important for managers or employers of firm’s service because it is also the key to success, for the customer retention, maintain and enhance customer loyalty. That is also an interesting research, which provides ideas on new service industry in Vietnam and developing countries.

PENGARUH PERSEPSI KUALITAS DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN DENGAN KEPERCAYAAN PELANGGAN DAN KEPUASAN PELANGGAN SEBAGAI VARIABEL ANTARA

2019 ◽  
Vol 4 (2) ◽  
pp. 307-316
Author(s):  
Hanim Faizal ◽  
Siti Nurjanah
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Brand Image ◽  
Hypothesis Test ◽  
Perceived Quality ◽  
Marketing Strategies ◽  
Product Price ◽  
Marketing Activities ◽  
Place Promotion ◽  
Customer Trust

The objective of this research is to know the effect of perceived quality, brand image towards customer loyalty through customer trust and customer satisfaction as intervening variables. The research model is the quantitative approach through a survey of 170 Mazda customers across 17 Dealers in Java, Kalimantan & Sulawesi. The sampling method is purposive sampling. The hypothesis test result shows that there is significant effect between perceived quality and brand image towards customer trust. And there is significant effect between perceived quality and brand image towards customer satisfaction. There is no significant effect between perceived quality towards customer loyalty and there is no significant effect between customer trust towards customer loyalty. But there is significant effect between brand image towards customer loyalty and there is significant effect between customer satisfaction towards customer loyalty. Based on the result, the company need to do marketing strategies by using 6P’s (People, Payplan, Product, Price, Place, Promotion) in order to enhance the positive impression of perceived quality and build customer trust through marketing activities to make a customer loyal to use Mazda car in Indonesia. Keywords: perceived quality, brand image, customer trust, customer satisfaction, customer loyalty

scholarly journals THE EFFECT OF SERVICE QUALITY AND MARKETING MIX STRATEGY ON SATISFACTION AND LOYALTY OF KPR CUSTOMERS AT PT. BANK CENTRAL ASIA, TBK. MAKASSAR BRANCH

2020 ◽  
Vol 3 (4) ◽  
pp. 107-116
Author(s):  
Mardin Setiawan ◽  
Syamsu Alam ◽  
Jumidah Maming
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Central Asia ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Marketing Mix ◽  
Validity And Reliability ◽  
Analysis Techniques ◽  
Marketing Mix Strategy ◽  
Using Data

This study aims to know and to analyze the effect of service quality strategy, marketing mix strategy on Household Loan Credit (KPR) customer satisfaction, the influence of service quality and marketing mix strategy on KPR customer loyalty, the effect on satisfaction on KPR customer loyalty, service quality strategy and marketing mix strategy on customer loyalty through KPR customer satisfaction at PT. Bank Central Asia Tbk Makassar Branch. To achieve these objectives, techniques of collecting data carried out through observation and distribution questionnaires by using data analysis techniques, namely descriptive analysis, validity and reliability testing, assumption classic tests, and path analysis. The results of this study proved that the service quality strategy and marketing mix strategy gave a positive and significant effect on customer satisfaction. Service quality strategy and marketing mix strategy gave a positive and significant influence on customer loyalty, the customers' satisfaction has a positive and significant effect on customer loyalty, customer satisfaction could mediate the effect between service quality strategy and marketing mix strategy on increasing customer loyalty at PT. Bank Central Asia, Tbk. Makassar Branch.

scholarly journals A framework for measuring customer loyalty for 3PL industry: a case of evolving market

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Waqar Ahmed ◽  
Arsalan Najmi ◽  
Simonov Kusi-Sarpong ◽  
Sharfuddin Ahmed Khan ◽  
Asad Khushal ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Customer Orientation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Content Type

PurposeThis research aims to propose a framework for measuring customer loyalty for third party logistics (3PL) industry by exploring the attributes that are more attractive to customers and ascertain the mechanisms for increasing customer loyalty in 3PL industry.Design/methodology/approachData were collected from one hundred and thirty-three (133) respondents who were employees of different industries that outsource 3PL services. The partial least square structural equation modeling (PLS–SEM) was deployed for analysis.FindingsThe results showed that service quality has a significant positive impact on customer orientation, customer satisfaction and relationship quality. On the other hand, customer orientation has been observed to positively impact customer satisfaction but an insignificant impact on customer loyalty and relationship quality. Customer satisfaction has a significant positive impact on relationship quality but an insignificant impact on customer loyalty. Also, relationship quality has a significant positive impact on customer loyalty.Practical implicationsThe results recommend that 3PL companies' managers focus more on developing quality relationships with their customers, delivering exemplary service quality and offering customer orientation.Originality/valueThis study will help the stakeholders gain much more understanding and insights on how competitive advantage can be achieved and, consequently, help 3PL become the market leaders.

scholarly journals Loyalty as Affecting Mediator of Service Quality And Customer Satisfaction Towards Competitive Advantage

MBIA ◽  
2021 ◽  
Vol 20 (1) ◽  
pp. 91-99
Author(s):  
Mohammad Hamim Sultoni ◽  
Sudarmiatin Sudarmiatin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Path Analysis ◽  
Financial Institutions ◽  
Customer Loyalty ◽  
Quantitative Method ◽  
Marketing Strategies ◽  
Mutual Relationship ◽  
Good Position

When preparing an effective marketing strategy, a bank must consider its competitors as well as its customers. Establishing a mutual relationship with customers requires a better means of satisfying customer needs than the competitors. Micro, Small, and Medium-sized Enterprises (MSMEs) should always analyze their competitors and develop marketing strategies that effectively give the company a good position compared to the competitors and provide a competitive advantage as strong as possible. This research was conducted using a quantitative method. The design referred to causal relationship research. The data were then analyzed using the path analysis. Findings showed that customer satisfaction, service quality, and customer loyalty affected the competitive advantage of Sentra Batik Pamekasan. The effect of customer loyalty on the competitive advantage could be viewed from the number of Sentra Batik Pamekasan's customers who decided not to move to other financial institutions (banks). When the company could give better service quality, the customer loyalty and the competitive advantage among financial institutions would get higher.   Abstrak Dalam mempersiapkan strategi pemasaran yang efektif, pihak perbankan harus mempertimbangkan pesaingnya dan juga konsumennya. Membangun hubungan antara konsumen yang menguntungkan, memerlukan alat pemuasan kebutuhan konsumen sebagai sasaran yang lebih baik daripada pesaingnya. UMKM harus senantiasa menganalisis pesaing dan mengembangkan strategi pemasaran kompetitif yang secara efektif memposisikan UMKM dalam menghadapi pesaing dan memberikan keunggulan kompetitif sekuat mungkin. Penelitian ini menggunakan metode kuantitatif, jenis penelitian termasuk kategori hubungan kausal sedangkan analisis dalam penelitian ini menggunakan analisis jalur (path analysis). Hasil penelitian menunjukkan bahwa kepuasan konsumen, kualitas layanan, dan loyalitas konsumen mempengaruhi keunggulan bersaing di Sentra Batik Pamekasasan. Dampak dari loyalitas konsumen terhadap keunggulan bersaing dapat dilihat dari seberapa banyak konsumen Sentra Batik Pamekasasan yang tidak pindah ke lembaga keuangan lain. Semakin bagus kualitas layanan maka semakin tinggi tingkat loyalitas konsumen dan keunggulan bersaing antar lembaga keuangan juga akan semakin tinggi. Kata Kunci : Loyalitas konsumen, kepuasan konsumen, kualitas layanan, keunggulan bersaing

scholarly journals Serv Qual Parameters of Financial Institutions in Nanded District

2019 ◽  
Vol 8 (3S) ◽  
pp. 273-279
Keyword(s):  
Customer Satisfaction ◽  
Multiple Regression ◽  
Financial Institutions ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Retention ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Relative Importance

The customer satisfaction is very important parameter while studying marketing strategies. The customers are said to be satisfied if their needs, want and desires are fulfilled by the product. Hence this customer satisfaction leads to customer loyalty, customer retention and customer relationship management. The customer satisfaction is measured through linear or multiple regression through relative importance of each variable is understood in banks and NBFCs in Nanded district. For this purpose a sample has been drawn from managers, employees and customers of banks and non-banking financial companies respectively

scholarly journals Loyalty As Affecting Mediator Of Service Quality And Customer Satisfaction Towards Competitive Advantage

2021 ◽  
Vol 4 (2) ◽  
pp. 39-42
Author(s):  
Mohammad Hamim Sultoni ◽  
Sudarmiatin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Marketing Strategy ◽  
Financial Institutions ◽  
Customer Loyalty ◽  
Quantitative Method ◽  
Marketing Strategies ◽  
Mutual Relationship ◽  
Good Position

When preparing an effective marketing strategy, a bank must consider its competitors as well as its customers. Establishing a mutual relationship with customers requires a better means of satisfying customer needs than the competitors. Micro, Small, and Medium-sized Enterprises (MSMEs) should always analyze their competitors and develop marketing strategies that effectively give the company a good position compared to the competitors and provide a competitive advantage as strong as possible. This research was conducted using a quantitative method. The design was categorized as causal relationship research. The data were then analyzed using the path analysis. Findings of the research showed that customer satisfaction, service quality, and customer loyalty affected the competitive advantage of Sentra Batik Pamekasan. The effect of customer loyalty on the competitive advantage could be observed from the number of Sentra Batik Pamekasan’s customers who decided not to move to other financial institutions (banks). When the company could give better service quality, the customer loyalty and the competitive advantage among financial institutions would get higher.

scholarly journals Employee Quality Performance, Customer Orientation and Loyalty: Antecedent and Outcome of Customer Satisfaction

2019 ◽  
Vol 15 (4) ◽  
pp. 37
Author(s):  
Farzana Riva ◽  
Nawshin Tabassum Tunna ◽  
Mohammad Rabiul Basher Rubel
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Customer Orientation ◽  
Sampling Technique ◽  
Positive Influence ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Quality Performance

The objective of the current study is to assess the influence of employee quality performance, customer orientation as the antecedents of customer satisfaction and customer loyalty is the outcome of customer satisfaction of restaurant customer in the context of Bangladesh. The anticipated model aims to enhance the understanding of the influence of employee quality performance, customer orientation on customer satisfaction and consequential effect of customer satisfaction on customer loyalty. 295 customers were assessed with a self-administered questionnaire incorporating purposive judgmental sampling that is a non-probability sampling technique. A second-generation data analysis technique-structural equation modeling partial least square (SEM-PLS) was used to analyze the data and to test the hypothesized relationship. The result of the analysis showed a significant positive influence of employee quality performance and customer orientation on customer satisfaction. Moreover, customer satisfaction has been found having a significant positive relationship with customer loyalty. The study can help the management of the restaurants to realize the significance of employee quality performance and customer orientation on customer satisfaction as well as customer satisfaction on loyalty.

scholarly journals The Impact of Marketing Ethics on Customer Loyalty: A Conceptual Framework

2020 ◽  
pp. 1-11
Author(s):  
Rami M. M. Nassar ◽  
Mohamed Battour
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Framework ◽  
Customer Loyalty ◽  
Gaza Strip ◽  
Marketing Strategies ◽  
Marketing Ethics ◽  
Ethical Behaviors ◽  
The Gaza Strip ◽  
And Performance ◽  
The Impact

The purpose of this study is to develop a conceptual framework to identify the impact of marketing ethics on customer loyalty in Palestine. The study relies on two mobile phone companies: Jawwal and Ooredoo Palestine. It accounts for the Palestinian environment, which is characterized by political and economic instability, due to the Israeli occupation since 1948, the division of the homeland (the West Bank and the Gaza Strip), and the Israeli siege on the Gaza Strip. The study contributes to pinpoint the strengths and weaknesses of both companies and sheds light on their marketing and ethical behaviors. Findings show that customer satisfaction greatly affects marketing strategies and ethical behavior. The study concludes with important remarks. Palestinian companies are encouraged to develop their marketing plans and highlight surrounding ethical standards to address special characteristics of the Palestinian society. This will increase customer satisfaction, retention, and loyalty which will positively affect the company's profitability and performance.

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