The Moderating Effect of Long-Term Orientation Culture on the Relationship between Trust, Personalization and Customer Satisfaction and Loyalty: A Proposed Framework

AbstractThe long-term survival and competiveness of the airline business is strongly connected to the quality of service offered by airline operators and their ability to satisfy and build long-term relationships with customers. This study investigates the relationship among service quality, customer satisfaction and loyalty in the Nigerian airline industry. The cross-sectional survey research design was chosen in order to collect the primary data, using a structured questionnaire. Convenience sampling was adopted to draw a sample of 800 respondents. The data collected were analysed using correlation and multiple regression analysis. The findings of this study largely support the hypothesized relationships proposed in the conceptual framework. The results specifically reveal that perceived service quality is positively related to both passengers’ satisfaction and loyalty. The relationship between passenger satisfaction and loyalty towards the airlines was also found to be positive. The mediating effect of customer satisfaction between perceived service quality and customer loyalty is also found to be positive and partially supported. On the basis of the findings of this study, we conclude that perceived service quality does influence passenger satisfaction, and by extension, loyalty to the airlines. Thus, improvement of service quality is an adjuvant factor to sustainable differentiation and competitiveness in the airline industry. We therefore, recommend that airline operators develop and implement market-oriented service strategies to identify customers’ needs and expectations in order to serve them better. Additionally, airline operators should measure service quality regularly to assure that they are keep meeting passengers’ expectations, and consider customizing their products and services (as needed) to enhance customer satisfaction and loyalty.

Download Full-text

The Moderating Effect of Usage Experience on the Antecedents and Consequences of Customer Satisfaction: The Case of Non-Profit Organizations Offering Web Services

Advanced Materials Research ◽

10.4028/www.scientific.net/amr.601.599 ◽

2012 ◽

Vol 601 ◽

pp. 599-605

Author(s):

David Chien Liang Kuo ◽

Adam W.C. Liao ◽

Morca M.Y. Tsai

Keyword(s):

Customer Satisfaction ◽

Web Services ◽

Moderating Effect ◽

Non Profit ◽

Quality Dimensions ◽

Service Assurance ◽

Non Profit Organizations ◽

Antecedents And Consequences ◽

The Relationship ◽

Customer Satisfaction And Loyalty

The purpose of this study is to test the moderating effect of usage experience on antecedents to customer satisfaction, as well as that on the relationship between satisfaction and loyalty. A survey (n=1,092) was conducted on members from one of the biggest websites for non-profit barter market services in Taiwan. Our results show that the relationship among service quality, customer satisfaction and loyalty differ for consumers with more usage experience and those with less usage experience. Implications indicate that non-profit organizations that plan to offer web services should develop and provide services to high- and low-experience customers with different focus and strategy. In particular, they may start with their innovation and improvement for enhancing service assurance and reliability. In contrast, issues relevant to service delivery and other quality dimensions may regard as design topics for retaining experienced customers.

Download Full-text

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

JOURNAL OF APPLIED BUSINESS ADMINISTRATION ◽

10.30871/jaba.v3i2.1560 ◽

2019 ◽

Vol 3 (2) ◽

pp. 228-244 ◽

Cited By ~ 1

Author(s):

Muhammad Rezha Pahlawan ◽

Nurlia Nurlia ◽

Abdul Rahman Laba ◽

Erlina Pakki ◽

Hardiyono Hardiyono

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Customer Loyalty ◽

Indirect Effects ◽

Analysis Method ◽

Water Company ◽

The Relationship ◽

Intervening Variables ◽

Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

Download Full-text

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT ◽

10.36226/jrmb.v2i1.28 ◽

2017 ◽

Vol 2 (1) ◽

pp. 45-52

Author(s):

Iha Haryani Hatta

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Customer Loyalty ◽

Significant Influence ◽

Customer Value ◽

Structural Equation ◽

Equation Modeling ◽

Relationship Of ◽

The Relationship ◽

Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

Download Full-text

The Relationship between Reputation, Customer Satisfaction, Trust, and Loyalty

Journal of Public Administration and Governance ◽

10.5296/jpag.v4i3.6678 ◽

2014 ◽

Vol 4 (3) ◽

pp. 368 ◽

Cited By ~ 10

Author(s):

Roshana Gul

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Significant Relationship ◽

Positive Sign ◽

Medical College ◽

Independent Variable ◽

Relationship Of ◽

The Relationship ◽

Self Administered Questionnaire

Though a lot of studies have been done to conclude customer loyalty as dependent variable but still there is a vast margin of researches to be conducted in future in different spheres of this construct. On the other hand the truth of the importance of customer loyalty as an enduring asset cannot be falsified. It is fundamental for organizations to build up long term and mutual beneficial associations with the customers. The purpose of this research paper is to show the inter relationship of reputation, customer satisfaction and trust on customer loyalty. According to the observations reputation is the major independent variable that has significant relationship with customer satisfaction, customer loyalty, and trust. Data for this research study was taken from the Islamia University, Quaid-e-Azam Medical College, and different banks located at various geographic locations of Bahawalpur region of Pakistan. Data was collected through self administered questionnaire and analyzed by using regression through SPSS. The results have been drawn from 150 users of NISHAT LINEN and it was found that there is positive and significant relationship among reputation, customer satisfaction, trust and customer loyalty. Hence the studies give the positive sign that with the increment of reputation, customer satisfaction and trust the customer loyalty enhances.

Download Full-text

The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction

The TQM Journal ◽

10.1108/tqm-07-2019-0187 ◽

2020 ◽

Vol 32 (3) ◽

pp. 543-558 ◽

Cited By ~ 2

Author(s):

Neale J. Slack ◽

Gurmeet Singh

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Policy Makers ◽

Content Type ◽

Mediating Role ◽

Corporate Resources ◽

Customer Satisfaction And Loyalty

PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing customer's perceptions of service quality, leading to lower customer loyalty.Practical implicationsThis study provides an indication as to where supermarkets should target their marketing attention and scarce corporate resources and may help in their efforts to service, satisfy, retain and attract more long-term loyal customers in the increasingly competitive supermarket sector. This research could inform government policy makers in sequencing the supermarket sector transformation and assist local supermarkets to adapt to this changing retail landscape.Originality/valueThis study advances our understanding of the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.

Download Full-text

The Relationship between Service Quality Dimensions, Customer Satisfaction and Loyalty in Technology based Self Service Banking

International Journal of E-Services and Mobile Applications ◽

10.4018/ijesma.2016040104 ◽

2016 ◽

Vol 8 (2) ◽

pp. 54-70 ◽

Cited By ~ 4

Author(s):

Rajiv Sindwani ◽

Manisha Goel

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Mediating Role ◽

Quality Perceptions ◽

Bank Managers ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Self Service ◽

The Relationship ◽

Customer Satisfaction And Loyalty

The technology based self service banking (TBSSB) refers to automated banking services that customer avail without interaction with bank employees. This paper investigates the relationship between dimensions of TBSSB service quality, customer satisfaction and loyalty. The paper also examines the mediating role of customer satisfaction in the relationship. The dimensions are identified and confirmed by conducting EFA and CFA respectively using SPSS 16.0 and AMOS 20.0. Dimensions of TBSSB SQ are identified as Convenience, Reliability & Security, Responsiveness and Personalization. AMOS 20.0 is used to investigate the relationship between dimensions using SEM. It is found that Convenience and personalization have significant effect on customer satisfaction, and personalization and customer satisfaction have significant effect on loyalty. Customer satisfaction is also confirmed as a mediating factor. This study may help bank managers to investigate the customers' quality perceptions about TBSSB services and enlighten banks about the aspects of services to be focused.

Download Full-text

Interrelationships and consequential effects among technological innovation, service consistency, customer satisfaction and loyalty in banking

International Journal of Finance & Banking Studies (2147-4486) ◽

10.20525/ijfbs.v6i3.716 ◽

2017 ◽

Vol 6 (3) ◽

pp. 51

Author(s):

Asare Yaw Obeng ◽

Mkhize L Peter

Keyword(s):

Customer Satisfaction ◽

Technological Innovation ◽

Customer Loyalty ◽

Value Added ◽

Innovative Product ◽

Critical Factors ◽

Quality Product ◽

Innovative Products ◽

Customer Satisfaction And Loyalty

The key to long-term success in banking is consistent improvement and delivering of quality product and or value-added service that conform to the expectations of customers. IT-innovative products/services and processes (technological innovation) facilitate these key elements of customer satisfaction and critical factors for retaining valued customers. The objective of this paper is to explore the effects of technological innovation on service consistency and the consequential effects on customer satisfaction and loyalty covering seven universal banks in Ghana. The results of the empirically tested model reveal new/improved product/process functionalities, service consistency and innovative product/process satisfaction contribute significantly to customer loyalty (p < 0.001). Service consistency has a marginal higher impact (β = .373) on customer loyalty than the others. Product/process quality contributes significantly (with β ranging from .345 to .742 and p < 0.001) to each of the above three antecedents than all other items.

Download Full-text