scholarly journals The impact of quality of services and satisfaction on customer loyalty: The moderate role of switching costs

2020 ◽  
pp. 1843-1856 ◽  
Author(s):  
Ibrahim Harazneh ◽  
Mohammad J Adaileh ◽  
Ahmed Thbeitat ◽  
Saeda Afaneh ◽  
Salim Khanfar ◽  
...  
Keyword(s):  
Customer Loyalty ◽  
Switching Costs ◽  
Quality Of Services ◽  
The Impact

scholarly journals THE IMPACT OF SERVICE QUALITY ON BANKING CUSTOMER LOYALTY: THE ROLE OF SATISFACTION AND SWITCHING COSTS AS MEDIATOR

2019 ◽  
Vol 7 (1) ◽  
pp. 1-8
Author(s):  
Sefnedi Sefnedi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Switching Costs ◽  
Research Population ◽  
Research Findings ◽  
The Impact ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The notion of customer loyalty as an efective marketing strategy in fecing keen competition has been identified. The purpose of this study is to examine the role of customer satisfaction and switching costs as mediator on the relationship between service quality and customer loyalty. The research population is all banking deposit customers of Nagari Bank Main Branch Padang while the numbers of usable samples were 117 respondents. In order to test hypotheses, this study performs SmartPLS 3.2.8. The results of analysis displayed that the strongest effect of service was found on switching costs compared to customer satisfaction and loyalty. In addition, customer satifcation and switching costs were proven as determinants of customer loyalty, and they also were found as mediator on the relationship between service quality and customer loyalty.The research findings provided some practical contributions that in order to enhancing customer loyalty future, it was suggested to increase customer satisfaction as well switching costs through creating the best service quality. Keywords: Service quality, Customer satisfaction, Switcing costs, and Customer loyalty

scholarly journals دور جودة الخدمات فى ولاء العملاء ( بالتطبيق على مركز بنون الطبي.)

2019 ◽  
Vol 15 (1) ◽  
pp. 275-310
Author(s):  
محمد مصطفى ابوحجل
Keyword(s):  
Customer Loyalty ◽  
Significant Relationship ◽  
Medical Center ◽  
Quality Of Services ◽  
Main Question ◽  
Main Hypothesis ◽  
Historical Method ◽  
High Level

The problem of the research was that the loyalty of customers to the Benon Medical Center is not as required due to lack of attention to the quality of services. Therefore, the problem of research is formulated in the following questions. Main question: Is there a role for the quality of services in the loyalty of customers in the Benon Medical Center.Sub-questions: What is the role of concrete in the loyalty of customers at the Benon Medical Center. And the role of reliability in the loyalty of customers Benon Medical Center. What is the role of safety in the loyalty of customers in the Benon Medical Center Is there a role to respond to the loyalty of customers in the Benon Medical Center. The aim of the research is to examine the role of quality of services in the loyalty of customers in the Benon Medical Center. And Identify the role of concrete in the loyalty of customers at the Benon Medical Center. And study the role of reliability in customer loyalty Benon Medical Center. And know the role of safety in the loyalty of customers Benon Medical Center. As well as studying the role of response in the loyalty of customers at the Benon Medical Center. The hypotheses were: The main hypothesis: There is a role for the quality of services in the loyalty of customers at the Benon Medical Center. Sub-hypotheses: There is a role for concrete in the loyalty of customers at the Benon Medical Center. There is a role for reliability in customer loyalty at the Benon Medical Center. There is a safety role in the loyalty of customers at the Benon Medical Center. There is a role to respond to customer loyalty at the Benon Medical Center. The research followed: descriptive-analytical and historical method and the use of the social survey program spss and the research reached the following results: There is a positive statistically significant relationship between concrete and customer loyalty to the Benon Medical Center. There is a positive statistically significant relationship between the reliability and customer loyalty of the Benon Medical Center. There is a positive statistically significant relationship between safety and customer loyalty to Benon Medical Center. There is a positive statistically significant relationship between response and customer loyalty to Benon Medical Center. She recommended the following: Maintaining the factors that led to positive tangibility among the clients of the center and more attention to the factors of reliability among the customers of the center and maintain the high level of safety and development of the clients of the center and the need to maintain the degree of responsibility towards the center customers.

The Role Of Loyalty Program (LP) And Brand Attachment In Establishing Word-Of-Mouth Intentions

2014 ◽  
Vol 5 (3) ◽  
pp. 49-68 ◽  
Author(s):  
Nedra Bahri-Ammari
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Mediating Effect ◽  
Loyalty Program ◽  
Brand Attachment ◽  
Personal Interaction ◽  
The Impact ◽  
The Relationship

The focus of this study is to examine jointly the impact of the Loyalty Program Quality and brand attachment on W-O-M intentions through: satisfaction and loyalty. Exploratory and confirmatory analyses were adopted give a new measurements' structures. The authors used the structural equation method to confirm the different relationships. The results show that LPQ affect positively the satisfaction, and negatively the loyalty. LPQ has an indirectly effect on WOM intentions but through satisfaction. The mediating effect of satisfaction in the relationship between LPQ and Loyalty is rejected. This finding can be explained by the nature of mobile sector in Tunisia. Operatorsmust listen to customers andbetter communicatewith themto developprogramsbased on their expectations. The brand attachment reinforces the customer loyalty by helping operators to develop an efficient loyalty program. The resultsgave explanationsto their modelbut theyalsoshowedthe possibility of integratingotherconceptswhich can improvethe quality of contributions. These areparticularlyrelatedto trust,consumerretention, personal interaction quality.

Strategic Role of Zakat in Multidimensional Quality of Life in Sijunjung, Indonesia

2018 ◽  
Vol 15 (1) ◽  
pp. 55-72
Author(s):  
Herlin Hamimi ◽  
Abdul Ghafar Ismail ◽  
Muhammad Hasbi Zaenal
Keyword(s):  
Quality Of Life ◽  
Positive Impact ◽  
Wealth Distribution ◽  
Absolute Poverty ◽  
Before And After ◽  
The Status ◽  
Being There ◽  
The Impact

Zakat is one of the five pillars of Islam which has a function of faith, social and economic functions. Muslims who can pay zakat are required to give at least 2.5 per cent of their wealth. The problem of poverty prevalent in disadvantaged regions because of the difficulty of access to information and communication led to a gap that is so high in wealth and resources. The instrument of zakat provides a paradigm in the achievement of equitable wealth distribution and healthy circulation. Zakat potentially offers a better life and improves the quality of human being. There is a human quality improvement not only in economic terms but also in spiritual terms such as improving religiousity. This study aims to examine the role of zakat to alleviate humanitarian issues in disadvantaged regions such as Sijunjung, one of zakat beneficiaries and impoverished areas in Indonesia. The researcher attempted a Cibest method to capture the impact of zakat beneficiaries before and after becoming a member of Zakat Community Development (ZCD) Program in material and spiritual value. The overall analysis shows that zakat has a positive impact on disadvantaged regions development and enhance the quality of life of the community. There is an improvement in the average of mustahik household incomes after becoming a member of ZCD Program. Cibest model demonstrates that material, spiritual, and absolute poverty index decreased by 10, 5, and 6 per cent. Meanwhile, the welfare index is increased by 21 per cent. These findings have significant implications for developing the quality of life in disadvantaged regions in Sijunjung. Therefore, zakat is one of the instruments to change the status of disadvantaged areas to be equivalent to other areas.

Zmiana modelu zarządzania i nadzoru nad jakością kształcenia w szkolnictwie wyższym. Perspektywa doświadczeń Republiki Federalnej Niemiec

2020 ◽  
pp. 137-149
Author(s):  
Krzysztof Szewior
Keyword(s):  
Quality Of Education ◽  
Research Approach ◽  
University Management ◽  
Strategic Partner ◽  
Higher Education Reforms ◽  
The University ◽  
The Impact ◽  
Desk Research

The author focuses on the manner and effects of German higher education reforms that have changed the model of university management. The point of reference is the quality of education and its role, how universities ensure it, and how it is verified through evaluation and accreditation. These elements divide the article into two parts: a part about quality and a part about evaluation and accreditation. The analysis includes the impact of global processes and Europeanization. The research approach is characteristic for public policies, sciences of management and quality. The theories used in this article: the theory of systems and neo-institutionalism, as well as perspectives: the university as an active strategic partner, entrepreneurial university, the third role of universities. The publication is based on desk research and on the analysis of processes.

Applying Expanded Servicescape to the Hotel Industry

2021 ◽  
pp. 109634802110115
Author(s):  
Seonjeong (Ally) Lee ◽  
Ning-Kuang Chuang
Keyword(s):  
Quality Of Life ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Online Survey ◽  
Hotel Industry ◽  
Holistic Approach ◽  
Environmental Cues ◽  
Practical Implications

The physical environment plays an essential role in customers’ hotel stay experiences. Hotels offer a differentiated atmosphere that creates favorable customers’ evaluations. Based on the significant role of environmental cues, this study investigates the effects of an expanded servicescape on customers’ evaluations, including customer satisfaction, quality of life, and customer loyalty, in the context of the hotel industry. To test the proposed research framework, this study collects data from previous hotel customers and conducts a self-administered, online survey. Findings identified ambience, interactions with employees, authenticity, and fascination positively influenced customers’ satisfaction, which further influenced customer loyalty. Only ambience and fascination positively influenced quality of life, which in turn influenced customer loyalty. Results contributed to the application of expanded servicescape in the hotel context. Results also suggested practical implications of the holistic approach of servicescape in the hotel industry.

scholarly journals Threat or Corrective? Assessing the Impact of Populist Parties in Government on the Qualities of Democracy: A 19-Country Comparison

2021 ◽  
pp. 1-21
Author(s):  
Davide Vittori
Keyword(s):  
Negative Impact ◽  
Quality Of Democracy ◽  
Clear Cut ◽  
Liberal Democratic ◽  
Country Comparison ◽  
Democratic Regimes ◽  
Different Types ◽  
The Impact

Abstract Scholars have long debated whether populism harms or improves the quality of democracy. This article contributes to this debate by focusing on the impact of populist parties in government. In particular, it inquires: (1) whether populists in government are more likely than non-populists to negatively affect the quality of democracies; (2) whether the role of populists in government matters; and (3) which type of populism is expected to negatively affect the quality of liberal-democratic regimes. The results find strong evidence that the role of populists in government affects several qualities of democracy. While robust, the findings related to (2) are less clear-cut than those pertaining to (1). Finally, regardless of their role in government, different types of populism have different impacts on the qualities of democracy. The results show that exclusionary populist parties in government tend to have more of a negative impact than other forms of populism.

scholarly journals A Comprehensive Review Evaluating the Impact of Protein Source (Vegetarian vs. Meat Based) in Hepatic Encephalopathy

Nutrients ◽  
2021 ◽  
Vol 13 (2) ◽  
pp. 370
Author(s):  
Umair Iqbal ◽  
Ravirajsinh N. Jadeja ◽  
Harshit S. Khara ◽  
Sandeep Khurana
Keyword(s):  
Hepatic Encephalopathy ◽  
Protein Intake ◽  
Alternative Therapy ◽  
Case Series ◽  
Current Evidence ◽  
Branch Chain Amino ◽  
The Impact ◽  
Protein Diets

Hepatic encephalopathy (HE) is a common neurological consequence in patients with cirrhosis and has a healthcare burden of USD 5370 to 50,120 per patient annually. HE significantly hampers the quality of life and is a major cause of morbidity and mortality. Patients with cirrhosis are at a high risk for protein-calorie malnutrition due to altered metabolism. Current evidence has changed the old belief of protein restriction in patients with cirrhosis and now 1.2 to 1.5 g/kg/day protein intake is recommended. Case series and studies with small numbers of participants showed that a vegetarian protein diet decreases the symptoms of HE when compared to a meat-based diet, but the evidence is limited and requires further larger randomized controlled trials. However, vegetable or milk-based protein diets are good substitutes for patients averse to meat intake. Branch chain amino acids (BCAA) (leucine, isoleucine and valine) have also been shown to be effective in alleviating symptoms of HE and are recommended as an alternative therapy in patients with cirrhosis for the treatment of HE. In this review, we provide an overview of current literature evaluating the role of protein intake in the management of HE in cirrhosis.

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