scholarly journals Determinants of Customer Satisfaction in the Telecommunication Industry in Ghana: A Study of MTN Ghana Limited

2018 ◽  
Vol 10 (3) ◽  
pp. 101
Author(s):  
Eric Oduro ◽  
Francis O. Boachie-Mensah ◽  
Gloria K. Q. Agyapong
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Quality ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Mobile Network ◽  
Satisfaction Index ◽  
Customer Expectation ◽  
Product Service

The study examined the determinants of customer satisfaction in MTN Ghana Limited. The variables of concern were customer expectation, relationship quality, perceived value, perceived quality, and customer loyalty. The American Customer Satisfaction Index (ACSI) model was adapted as the main framework for analyzing customer satisfaction. Data for the study came from a systematic random sample of 377 MTN mobile subscribers, employing questionnaires. Two managers of the mobile network were interviewed on issues related to their CRM systems. Multiple regression analyses were used to examine the relationship between customer expectation, relationship quality, perceived value, perceived (product/service) quality, customer loyalty, and customer satisfaction. The results of the multiple regression indicated that significant positive relationship existed between customer satisfaction and perceived (product/service) quality, relationship quality, and customer loyalty, but not for other variables such as customer expectation, customer complaint, and perceived value. The implications are that MTN Ghana should consider the perceptions of customers on product/service quality, the level of relationship quality and loyalty when managing relationships with customers. The company should put measures in place to build and maintain quality relationships with customers, and also improve the quality of products and services offered to customers. Again, there is the need for management to bridge the gap in their perception of relationship quality and that of customers.

Mobile communications: a comprehensive hierarchical modelling approach

2014 ◽  
Vol 26 (1) ◽  
pp. 114-146 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Xin Shu ◽  
Christopher Gan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Switching Costs ◽  
Important Determinant ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Customer Perceived Value

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

scholarly journals THE CONSUMER BEHAVIOR TOWARD ONLINE TRAVELLING AGENCY (OTA): EVIDENCE FROM INDONESIA

2020 ◽  
Vol 7 (1) ◽  
pp. 20-29
Author(s):  
Hilarius Bambang Winarko ◽  
Asmaul Husna
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Statistical Tests ◽  
Perceived Value ◽  
Corporate Image ◽  
Factors Affecting ◽  
Customer Expectation ◽  
Online Travel

Purpose of the study: This study aims to examine five proposed research models and understand the factors affecting customer expectation, service quality, perceived value, customer satisfaction, and brand loyalty in Online Travel Agent (OTA) companies. This study also evaluates the general feelings of the customers whether they feel satisfied or not with OTA products and/or services. Methodology: The research method of this study used a quantitative approach and analyzed the acquired data by using single and multiple linear regression techniques. The service quality, customer expectation, corporate image, perceived value, customer satisfaction, known as predictor variables that affect the dependent variable of brand loyalty. Main Findings: From the statistical tests conducted in this study, it reveals that only one out of all eleven hypotheses were not accepted. Surprisingly it reveals that the customers keep purchase hotel and/or flight tickets from online travel booking sites no matter its service quality. Customer satisfaction and corporate image were influenced more significantly rather than its service quality. Implication: This study evaluates all customers past purchasing behaviors of the hotel and/or flight tickets purchased through OTA, and the result was valid, thus it can be used to reflect on how Indonesian OTA’s products and services may improve the customer satisfaction through their marketing program in the future. Novelty/Originality of this study: There have been problems that might found in Indonesian OTAs that may lower its customer satisfaction level toward the traveling industry. However, there was only a limited number of OTA research studies conducted for the Indonesia market to understand its online consumer behavior. Therefore this study was conducted to explore the plausible factors that cause the problem.

Customer Loyalty in Financial Sector: A case study of Commercial Banks in Southern Punjab

2014 ◽  
Vol 1 (1) ◽  
pp. 587 ◽  
Author(s):  
Syed Usman Ali Gillani ◽  
Dr. Abdul Ghafoor Awan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Perceived Value ◽  
Financial Sector ◽  
Business Environment ◽  
Comprehensive Model

By considering the intense competitiveness and prevalent challenges in the current business environment, organizations can’t survive just focusing on attracting and capturing new customer but they have to choose the strategy that help in retaining the existing customers and enhanced their loyalty to the organization. So, in the customer service based industry, satisfied customers are no longer suitable, and the businesses have to explore the new ways to flourish and promote the loyalty of customers. The current study hypothesize that customer loyalty is significantly affected by the customer satisfaction and trust of the customers. Whereas, perceived value and service quality is important determinants to create the customer satisfaction and trust. The data was collected from different customers of various banks and the hypothesize links are tested. Results indicate that there is a significant relationship between customer satisfaction and trust with customer loyalty. It is also confirmed that service quality and perceived value are important antecedents of customer satisfaction and trust. The results present a comprehensive model in the financial sector to create and manage customer loyalty.

scholarly journals Analysis of Halal Certification Renewal Service Quality and Their Effect on the Customer’s Satisfaction and Loyalty in Yogyakarta (Case Study in Meatball Stall)

2021 ◽  
pp. 372-383
Author(s):  
Jumeri Jumeri ◽  
Khosyani ◽  
Falah M.A.F
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation ◽  
Equation Modeling ◽  
Satisfaction Index

The society awareness in consuming halal, safe, and healthy foodstuff within these past few years kept on increasing. This was closely related to responsible food manufacturers which produced sustain halal foods, as evidenced by ownership halal certification. In order to increase the satisfaction of food producers and to maintain their commitment to extend the halal certificates, the quality of halal authority service should always be enhanced. This study aims to identify the Customer Satisfaction Index (CSI) value, to determine the influence of halal label and product attributes toward customer’s satisfaction and loyalty of meatball stalls in Yogyakarta, and to identify the influence of halal label toward selling volume on certified meatball stalls. The instruments used were questionnaires containing 21 quality attributes of halal certificate renewal service. Analyses were performed using Structural Equation Modeling (SEM). The model was composed of seven latent variables: halal certification, brand, price, taste, service, customer satisfaction and customer loyalty. Result of the research showed that taste and halal certification have significant effect on the customer’s satisfaction and loyalty of certified meatball stalls. Halal certification have affected the certified meatball stalls in Yogyakarta by increasing the selling volume of 25-37.5%.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH TABUNGANMU MANDIRI KCP SIMPANG TIGA PASAMAN BARAT

2021 ◽  
Vol 9 (2) ◽  
pp. 251-259
Author(s):  
Citra Suci Mantauv
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Determination Coefficient ◽  
A Value

ABSTRAK Loyalitas adalah ditujukan kepada suatu perilaku atau sifat, yang ditunjukan kepada kestiaan konsumen dan merekomendasikan produk perusahaan kepada orang lain. Penelitian ini bertujuan untuk menganalisa bagaimana pengaruh Kualitas Pelayanan dan Kepuasan terhadap Loyalitas nasabah TabunganMu Bank Mandiri KCP Simpang Tiga, jumlah sampel pada penelitian ini sebanyak 100 Responden. Pengujian hipotesis yang digunakan dengan regresi berganda dengan hasil Kualitas Pelayanan berpengaruh Positif dan Signifikan dengan nilai 0.436 dan nilai signifikan sebesar 0.000 ( < 0.05). Kepuasan berpengaruh positif dan signifikan dengan nilai 0.530  dan nilai signifikan sebesar 0.000 ( < 0.05 ). Nilai koefisien Determinasi sebesar 90.4% di pengaruhi Kualitas Pelayanan dan Kepuasan, sedangkan sisanya dipengaruhi oleh faktor lainnya. Kata Kunci  : Loyalitas Nasabah, Kualitas Pelayanan, Kepuasan ABSTRACT Loyalty is aimed at a behavior, which is indicated by repeated purchases and recommending company products to friends or partners. This study aims to analyze how the influence of Service Quality and Customer Satisfaction on Customer Loyalty on Customer Loyality of Tabunganmu Bank mandiri KCP of Simpang Tiga, the number of samples in this study were 100 Respondents. Hypothesis testing used by multiple regression with the results of Service Quality has a positive and significant effect with a value of 0.436 and a significant value of  0.000 (<0.05). The Customer Satisfaction is positive and significant with a value of 0.530 and a significant value of 0.00 (<0.05). Determination coefficient value of 90.4% is influenced by the Service Quality and Customer Satisfaction, while the rest is influenced by other factors.Keywords: Customer Loyality, Service Quality, Customer Satisfaction

scholarly journals ANALISA PENGARUH SELF IMAGE CONGRUITY, RETAIL SERVICE QUALITY, DAN CUSTOMER PERCEIVED SERVICE QUALITY TERHADAP CUSTOMER LOYALTY YANG DIMEDIASI CUSTOMER SATISFACTION URBAN SURF/DISTRO DI JAYAPURA

2017 ◽  
Vol 13 (2) ◽  
pp. 166-179
Author(s):  
Milcha Handayani Tammubua
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Customer Relationship ◽  
Perceived Service Quality ◽  
Self Image ◽  
Retail Service ◽  
Relationship Of ◽  
Retail Service Quality

This study aims to examine whether self image congruity, retail service quality, perceived service quality influence customer satisfaction and test the role of customer satisfaction mediation variable at customer loyalty distro Urban Surf and Planet Surf in Jayapura. data analysis in this research used multiple regression analysis and hierarical regression to measure independent variable in dependent variable with mediation variable. The results show that customer satisfaction fully mediates the relationship of self image congruity and retail service quality to customer loyalty. Meanwhile customer satisfaction also mediates partially customer relationship perceived service quality to customer loyalty.   Penelitian ini bertujuan untuk mengkaji apakah self image congruity, retail service quality, perceived service quality berpengaruh pada customer satisfaction dan menguji peran mediasi variable customer satisfaction pada customer loyalty distro Urban Surf dan Planet Surf di Jayapura. Analisis data dalam penelitian ini digunakan analisis multiple regression dan hierarical regression untuk mengukur variable independen pada variable dependen dengan variable mediasi. Hasil penelitian menunjukkan bahwa customer satisfaction memediasi secara penuh hubungan self image congruity dan retail service quality terhadap customer loyalty. Sementara itu customer satisfaction juga memediasi secara parsial hubungan customer perceived service quality terhadap customer loyalty.

PERAN SERVICE QUALITY DAN LOYALTY PROGRAM SEBAGAI PEMBENTUK LOYALITAS NASABAH

2018 ◽  
Vol 8 (1) ◽  
pp. 30
Author(s):  
Whony Rofianto ◽  
Brilyan Wicaksono ◽  
Rachdiaz Judha D
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Loyalty Program

Kebanyakan bisnis seperti bisnis ritel melaksanakan program loyalitas untuk meningkatkan kepuasan pelanggan mereka dan mencegah pelanggan mereka berpindah ke pesaing mereka. Namun, keberhasilan program ini tidak dibuktikan. Muncul masalah bahwa loyalitas program yang dibuat oleh Bank tidak berhasil menciptakan kesetiaan. Mekanisme loyalitas ini tidak menciptakan kesetiaan kepada satu supermarket karena pelanggan milik lebih dari satu program loyalty supermarket untuk mendapatkan harga spesial dan promosi.Dengan demikian, penelitian ini ditujukan untuk menyelidiki hubungan antara loyalty program, kepuasan pelanggan dan loyalitas pelanggan di industri perbankan. Temuan menunjukkan bahwa ada hubungan yang positif signifikan dan negatif antara loyalitas program, kepuasan pelanggan dan loyalitas pelanggan.Temuan mengkonfirmasi bahwa Loyalitas Program tidak serta merta menumbuhkan loyalitas pelanggan karena untuk mendapatkan poin di loyalty program cukup sulit sehingga konsumen merasa dipersulit untuk mendapatkan hadiah. Implikasi-implikasi dari temuan akan dibahas pada penelitian ini.Keywords: loyalty program, perceived value, customer satisfaction, customer loyalty, service quality

Effect of Service Quality on Customer Loyalty through Satisfaction, Perceived Value, and Customer Engagements (Study on Indonesian Ride-Hailing Online)

2020 ◽  
Vol 7 (10) ◽  
pp. 300-310
Author(s):  
Widarto Rachbini ◽  
Diana Anggraeni ◽  
Diah Febrina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Online Survey ◽  
Structural Equation Models ◽  
Perceived Value ◽  
Primary Data ◽  
Customer Involvement ◽  
Analysis Technique

This study attempted to analyze the effect of service quality on customer’s satisfaction, perceived value, and customer involvement as well as its implications for customer loyalty in Indonesia. The primary data used is the result of questionnaires through an online survey platform with the help of Google Form in July to August 2020. The sampling method was purposive sampling using specific criteria set by the researchers with 300 samples that met the criteria. Data analysis technique used the structural equation models (SEM) with the help of LISREL software. The results showed that there was a significant influence on the quality of Indonesian ride-hailing online services on perceived value, and a significant effect on perceived value on satisfaction as well as a significant effect on customer satisfaction on customer involvement. The only construct which directly influences customer loyalty is customer involvement. This research certainly provides practical advice for the online ride-hailing industry in Indonesia where there are three main suggestions aimed at improving the service quality, satisfaction, customer involvement, and value. Further research is suggested to analyze online ride-hailing in neighboring countries such as Malaysia, Singapore, Vietnam, or other Southeast Asian countries. Keywords: service quality, perceived value, customer satisfaction, customer involvement, customer loyalty and online ride-hailing

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