role of brand image and customer commitment in mediating service quality towards customer loyalty

The purpose of this study is to explain the role of brand image and customer commitment in mediating the effect of service quality on customer loyalty. The population in this study is customers at Kedonganan Village Credit Institution. The purposive sampling method has been used with 130 respondents included. Questionnaires were distributed and the result are analyzed using PLS (Partial Least Square) technique. The results of this study indicate that service quality has a positive and significant effect on brand image, customer commitment, and customer loyalty at Kedonganan Village Credit Institution. There was a significant role of brand image and customer commitment in mediating the effect of service quality on customer loyalty at Kedonganan Village Credit Institution. In order to improve brand image and customer commitment, it is hoped that Kedonganan Village Credit Institution will be able to provide faster service, attractive promotions, and technology improvement to encourage customer loyalty.

Social Media Shopping as a Driver for Brand Trust and Brand Commitment

Globalization and developments in digital technology paved the way for online communication, mobile penetration, and social media. Digital platforms and particularly social media have become popular sources of news and online interaction. Literature review so far reveals more than one billion social media users exist globally and use social media for shopping purposes. Hence, social media has become one of the most popular tools companies using for brand relationship building activities. The effect of social media on building customer commitment needs to be explored. This article aims to identify social media use among Turkish 18-40 years old in building commitment towards their favorite brands.

ANALYSIS OF FACTORS AFFECTING THE INCREASE OF CUSTOMER LOYALTY IN BATIK BOGOR Tradisiku

In Bogor city, there have been many permits that offer typical batik batik of Bogor. one of them isBogor batik Tradisiku, Tradisiku Bogor batik is a pioneer of typical batik Bogor. But now there are more and more competitors for Bogor Batik Tradisiku, that impact to the decline in sales ofBogor batik Tradisiku, Thus Spake demanding Bogor batik Tradisikuto continue fighting in intense competition. Therefore, the purpose of this study is to analyze factors that Affect customer satisfaction and relationship quality (customer trust and customer commitment) ofBogor batik Tradisiku, Based on the results of the study, using Partial Least Square (PLS), it is known that Satisfaction with customer commitment is not significant. This is Because The value of P values has exceeded 0:05 or 5 percent. Customer trust relationships with loyalty are significant. This is due to the value of P values below 0:05 or 5 percent.

Modeling the factors that explain customer loyalty in retail banking

Literature suggests that achieving adequate customer loyalty is a significant determinant of growth and profitability. However, in South Africa, there is no evidence of a validated customer-loyalty-in-retail-banking scale. Thus, this study aimed to contribute to the literature by validating customer loyalty in retail banking as a six-factor structure comprising customer loyalty, service quality, customer commitment, trust, switching cost and customer satisfaction, which practitioners can use as a marketing guide to better understand customer loyalty. Data was collected from one sample only once, and the sample size was selected (N = 400). Descriptive and confirmatory factor analyses were undertaken to achieve the study’s objective. Confirmatory factor analysis results validated customer loyalty in retail banking as a six-factor structure that includes customer loyalty, service quality, customer commitment, trust, switching cost and customer satisfaction. The results show no serious multicollinearity between the latent factors and that acceptable internal-consistency reliability was returned for each factor. Moreover, the measurement model returned acceptable composite reliability together with construct, convergent and discriminant validity. Moreover, IFI, TLI, CFI, SRMR and RMSEA model fit index values suggest a good fitting model. Thus, the results concluded that this six-factor model is a reliable and valid instrument of customer loyalty in retail banking and is the first validated customer loyalty scale within the retail-banking context of South Africa. Retail banks are encouraged to use this instrument as a marketing guide in their quest to provide excellent banking services to their market segments, as well as build solid bank-customer relationships.

FACTORS OF MOTIVATION OF PURCHASE OF DRUGS - THE FOUNDATION OF ART SALES

В условиях серьезной конкуренции аптеки вынуждены прибегать к различным способам привлечения и удержания покупателей. Приоритетными факторами в плане воспитания и поддержания лояльности покупателей являются традиционный набор приемлемых цен, широкий ассортимент, высокое качество лекарственных средств, космецевтики и изделий медицинского назначения, а также удобное расположение аптеки и выкладка аптечных товаров. Однако сегодня это обязательные, но недостаточные атрибуты приверженности покупателей к конкретной аптеке. В данной статье рассматриваются основные элементы "искусства продаж", которые, по мнению экспертов, являются основополагающими для мотивации покупок в аптеке. In the face of serious competition, pharmacies have to resort to various means of attracting and retaining customers. Priority factors in terms of cultivating and maintaining customer loyalty are the traditional set of acceptable prices, wide range, high quality of pharmaceuticals, cosmeceuticals and medical products, as well as the convenient location of the pharmacy and the display of pharmacy products. However, today these are mandatory, but not sufficient attributes of customer commitment to a particular pharmacy. This article discusses the main elements of the "art of sales", which, according to experts, are fundamental for motivating purchases in a pharmacy.

“I have a dream” the vividness effect in international business communication

PurposeThe so-called vividness effect, painting a verbal picture to an audience and a key element of charismatic rhetoric, provides opportunities to make corporate communication more persuasive. The article seeks to provide evidence regarding: (1) the presence of the effect in written, international business communication and (2) whether vivid communication by top-level executives affects perception of their communication effectiveness.Design/methodology/approachThe article employs a qualitative, exploratory setting (focus groups) to examine the attitude of participants towards vivid communication of top-executives. The article also employs a computer-aided-content-analysis (CATA) in two of the most important stock indices (Deutsche Aktienindex and Dow Jones) from 2011 to 2015 to locate the presence of the rhetorical style in annual reports. Lastly, the article studies via a quasi-experimental approach whether this type of communication is perceived differently on the dimensions of communication effectiveness by Segars and Kohut (2001) using unique 485 responses from recruited US-citizens.FindingsThe article reveals empirically that companies make use of this type of communication across stock indices. The results of the conformational, quasi-experimental study (Study 3) suggests that vividness is perceived differently by an audience. Therefore, positive attributional effects are not univocally related to communication effectiveness but to the dimensions responsibility and customer commitment. The participants also attribute other desirable characteristics towards the speaker, thereby providing evidence for a partial positive effect of vividness on communication effectiveness.Originality/valueThe article employs an established measure of communication effectiveness and combines it with a key communication style from academia and industry. In addition, the article combines several methods to examine the construct (mixed-models).

Membangun Komitmen Pelangan Melalui Kualitas Pelayanan Dan Trust Pelanggan Toko Swalayan

This research aimed to test influence between service quality, customer trust also interaction between service quality and customer trust in the building of customer commitment of supermarket. This research efforted in Pamella Supermarket in Yogyakarta. Sample categorized with sampling convenience method and purposive sampling. Data collection efforted by giving list of quetion to the respondent that is contains about service quality, customer trust and customer commitmnet. This research use moderator Regression Analysis. In the other side, T test and F test are used to the asked hypothesis. This result of partially regression coefficient test with T test shows that service quality, customer trust also interaction betwen them influence significantly to customer commitment. In the other side coefficient regression with F test’s result shows that variables of service quality, customer trust also interaction between them 60 th influence to customer commitment. Variable of service quality, customer trust also interaction between them are able to explain customer commitment variable up 81,9% and the rest is 18,1% caused by another variables that is not included in the research model.

CUSTOMER LOYALTY THROUGH EXPERIENTIAL MARKETING ON THE SALON CRISNI IN SINGARAJA

Customer loyalty is customer commitment to a store brand or supplier based on a very positive attitude in long-term purchases, it is easier to develop and succeed if the company can make customers loyal. The purpose of this study was to determine Sense, Feel, Think, Act, Relate to Customer Loyalty at Krisni Salon in Singaraja. The analysis technique used in this research is validity and reliability test, multiple regression analysis, multiple correlation analysis, classical assumption test, determination test, F-Test and Hypothesis test with T-Test. The results showed that Experiential Marketing which consists of Sense, Feel, Think, Act, Relate has a positive and significant effect on Customer Loyalty at Krisni Salon in Singaraja. These results are proven by testing the hypothesis with the T-Test which shows that t-count> t-table and the results of model testing with F-Test which show that F-count> F-table. This result means that in creating Customer Loyalty, Krisni Salon must pay attention to the strategies used, one of which is Experiential Marketing