scholarly journals The Study of Customer Satisfaction, Customer Trust and Switching Barriers on Customer Retention in Malaysia Hypermarkets

2012 ◽  
Vol 7 (7) ◽  
Author(s):  
Seiedeh Nasrin Danesh ◽  
Saeid Ahmadi Nasab ◽  
Kwek Choon Ling
Keyword(s):  
Customer Satisfaction ◽  
Customer Retention ◽  
Switching Barriers ◽  
Customer Trust

Pengaruh Kualitas Produk, Kepuasan Pelanggan, Hambatan Beralih Dan Kepercayaan Merek Terhadap Retensi Pelanggan Wardah Kosmetik Di Kabupaten Klaten

2020 ◽  
Vol 17 (2) ◽  
Author(s):  
Amelia Galuh Werdaningrum ◽  
Faizal Ardiyanto
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Sampling Method ◽  
Customer Retention ◽  
Sampling Technique ◽  
Brand Trust ◽  
Probability Sampling ◽  
Switching Barriers

This research aims to determine the effect of product quality, customer satisfaction, switching barriers, and brand trust on customer retention. The sample in this research was 116 respondents of Wardah Cosmetics customers from Klaten Regency. This research used one of non probability sampling technique which is purposive sampling method. This study is also using multiple linear regression to analyze the collected data. The results in this research are product quality, customer satisfaction, switching barriers, and brand influence customer retention both partially and simultaneously.

Competency of Human Resources and Customer Trust on Customer Satisfaction and Its Consequence on Customer Retention in the Hospitality Industry North Sumatra

2020 ◽  
Vol 11 (6) ◽  
pp. 1515
Author(s):  
Yohny ANWAR ◽  
Kiki Farida FERINE ◽  
Nikous Soter SIHOMBING
Keyword(s):  
Customer Satisfaction ◽  
Human Resources ◽  
Human Resource ◽  
Hospitality Industry ◽  
Customer Retention ◽  
The North ◽  
Customer Trust ◽  
North Sumatra

This research was carried out by of the hospitality industry in North Sumatra. The object of this research is human resource competency, customer trust, customer satisfaction and customer retention in the North Sumatra hospitality industry. The Outcome of this study indicates that human resource competence, customer trust, customer satisfaction and customer retention in the hospitality industry in North Sumatra, Indonesia is relatively good. Human resource competency has an Consequence on customer satisfaction. Customer trust Consequences customer satisfaction. Human resource competency has a Consequence on customer retention. Customer trust has a significant Consequence on customer retention. In addition, there is a Consequence of customer satisfaction on customer retention and there are direct and indirect Consequences of human resource competence and customer confidence in customer satisfaction as well as a Consequence on customer retention of the hospitality industry in North Sumatra.

Investigating the impact of ECRM success factors on business performance

2019 ◽  
Vol 31 (1) ◽  
pp. 105-127 ◽  
Author(s):  
Hani H. Al-Dmour ◽  
Raed Salah Algharabat ◽  
Rawan Khawaja ◽  
Rand H. Al-Dmour
Keyword(s):  
Customer Satisfaction ◽  
Commercial Banks ◽  
Business Performance ◽  
Information Quality ◽  
Success Factors ◽  
Customer Retention ◽  
System Support ◽  
Content Type ◽  
Customer Information ◽  
Customer Trust

Purpose The purpose of this paper is to develop an integrated framework to explore the influences of electronic customer relationship management (ECRM) success factors (process fit, customer information quality and system support) on customer satisfaction, customer trust and customer retention, which, in turn, impact upon the business financial performance of Jordanian commercial banks in Amman city. Design/methodology/approach Using a sample of 343 branch managers, assistant branch managers and heads of departments in Jordanian commercial banks, who answered a self-administrated questionnaire, data were collected and analysed using structural equation modelling (AMOS 17.0). Findings The results showed that the ECRM success factors (process fit, customer information quality and system support) positively affected customer satisfaction, customer trust and customer retention. Furthermore, the authors discovered that customer satisfaction and customer trust positively influenced customer retention. It was determined that customer satisfaction, customer trust and customer retention positively impact on a business’s financial performance. Originality/value Previous research lacks the link between ECRM success factors and business performance (financial and non-financial).

scholarly journals The Influence of Customer Orientation on Customer Relationship in Telecom Services

2011 ◽  
Vol 3 (4) ◽  
pp. 222-227
Author(s):  
Junaid-ul-haq Junaid-ul-haq ◽  
Saqib Mehmood .
Keyword(s):  
Customer Satisfaction ◽  
Customer Orientation ◽  
Service Providers ◽  
Customer Retention ◽  
Customer Relationship ◽  
Primary Data ◽  
Negative Effect ◽  
The One ◽  
Major Factors ◽  
Customer Trust

In this study, an effort has been made to disclose the influence of customer orientation on customer retention. It has also revealed that customer orientation influences on customer satisfaction and customer trust and their ultimate effect on customer Retention. Primary data was collected through questionnaire survey.290 questionnaires were distributed out of which 219 were received and supposed for analysis purpose, 75.51% which is considered as a serious response rate of our respondents. Customer orientation has positive effect on customer satisfaction as well as on customer trust, which shows significant relationship of customer orientation on customer satisfaction and customer trust. Moreover, satisfaction and trust of customer has effect on customer retention. Satisfaction of customer has negative effect due to one or more reason, whereas, customer trust has positive and significant effect on customer retention. Customer orientated organizations earn more profit and can control customer retention. Findings of this study can also be used to control the customer retention. While customer orientation is under discussion then it has two major factors i.e. customer satisfaction and customer trust, organizations should more focus on these factors. Sometime when customer retention takes place even focusing these factors then current competitor’s strategies can also be kept in mind. This study is done in a developing country where there is a very tough competition among service providers to enhance their market share. The focus of this research is to control the switching customer, which is the one of the important problems facing by the service providers.

Website Information Security and Privacy Concerns in 4IR: The Moderating Role of Trust in B2C e-Commerce

10.29007/jlq6 ◽  
2019 ◽  
Author(s):  
Thabang Mofokeng
Keyword(s):  
South Africa ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Success Factors ◽  
Industrial Revolution ◽  
Emerging Market ◽  
Security And Privacy ◽  
Future Research ◽  
Privacy And Security ◽  
Customer Trust

The technology devices introduced in recent years are not only vulnerable to Internet risks but are also unable to elevate the growth of B2C e-commerce. These concerns are particularly relevant today, as the world transitions into the Fourth Industrial Revolution. To date, existing research has largely focused on obstacles to customer loyalty. Studies have tested e-commerce models guided by the establishment of trusting, satisfied and loyal consumers in various international contexts. In South Africa, however, as an emerging market, there has been limited research on the success factors of online shopping.This study examines the influence of security and privacy on trust, seen as a moderator of customer satisfaction, which in turn, has an effect on loyalty towards websites. Based on an exhaustive review of literature, a conceptual model is proposed on the relationships between security and privacy on the one hand, and customer trust, satisfaction and loyalty on the other. A total of 250 structured, self-administered questionnaires was distributed to a purposively selected sample of respondents using face-to-face surveys in Johannesburg, South Africa. A multivariate data analysis technique was used to draw inferences from the data. With an 80.1% response rate, the findings showed that privacy and security do influence customer trust; security strongly influences customer trust and weakly influences satisfaction. In South Africa, customer loyalty towards websites is strongly determined by satisfaction and weakly determined by trust. Trust significantly moderates the effect of customer satisfaction on loyalty. The study implications and limitations are presented and future research directions are suggested.

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