Attributes Influencing Overall Tourist Satisfaction and Its Consequences for Muslim-Majority Destination

In the context of Muslim-friendly tourism, marketers have to pay attention to the needs of their main target, Muslim tourists. This study aimed to examine the influence of destination attributes, including both generic and Islamic attributes, on overall tourist satisfaction to get a more comprehensive view. Likewise, this study investigated the effect of overall tourist satisfaction on its consequences. The moderation effect of Islamic religiosity on the relationship between Islamic attributes and overall tourist satisfaction was also considered. An online survey was conducted, with a sample of 231 Muslims who traveled to Muslim-majority cities, and the data were analyzed using Structural Equation Modeling. The results showed that both generic and Islamic attributes positively influence overall tourist satisfaction, while its consequences affected their behavioral, attitudinal loyalty, and churn intention. Overall tourist satisfaction was not found to affect complaint intention. Likewise, the moderation effect of Islamic religiosity was insignificant.

How CSR activities affect students attitudinal and behavioral loyalty in the Lebanese educational sector?

The success of any organization is settled on its ability of initiating, sustaining, and retaining a good customer relationship based on loyalty. Corporate Social Responsibility (CSR) turned out to be considered as an efficient marketing tool. However, the impact of CSR on loyalty is still uncultivated. The present paper investigates the influence of CSR activities on both loyalty constructs: attitudinal loyalty as well as behavioral loyalty. Based on a sample of 203 Lebanese students, results revealed a considerable effect of ethical, legal and philanthropy social responsibility on both attitudinal and behavioral loyalty. Conversely, the effect of economic responsibility on attitudinal and behavioral loyalty was insignificant.

Relationship between brand and dealer loyalty in the agricultural equipment market

Agricultural equipment companies intend to understand agriculture producers’ buying behavior by answering questions such as how loyal producers are to brands and dealers, which have an important impact on their profitability. This paper addresses the problem of how loyal agricultural producers are to equipment brands and dealers. Using a combination of cluster analysis and probit models, we identified producers’ behavioral and attitudinal loyalty to brands and dealers and analyzed the factors that explain such loyalty. We also found a strong interdependence between brand and dealer loyalty and the significant value that dealer loyalty adds to the brands. Additionally, we present some management implications of developing brand recognition, understanding producers purchasing behavior, and segmenting producers. This paper’s contributions are the establishment and measurement of an ‘empirical’ definition of brand and dealer loyalty, the identification and quantification of the impact of the explanatory factors of brand and dealer loyalty, and the determination of a dual loyalty relationship between brand and dealer loyalty.

The Effect Of Retail Shop Format on Customer Relationship and Customer Loyalty With Customer Trust as Mediation Variables (Case Study : Make Over Retail Stores in Surabaya)

To solve these problems, this research aims to analyse the relationship between satisfaction , customer attitude loyalty and customer behaviour loyalty and the influence of different retail formats. The variables used in these research are Satisfaction (S), Trust (T), Attitudinal Loyalty (AL), and Behavioural Loyalty (BL). This research was conducted using a quantitative approach and the data used in this study were obtained from questionnaires to 211 respondents by distributing questionnaires directly (direct survey) to Make Over shops in Surabaya shopping centres. Hypotheses testing in this study use Structural Equation Modelling (SEM). The results of this study indicated that the Satisfaction variable has a positive and significant relationship to the Attitude Loyalty variable and has an influence on Behavioural loyalty through Attitude Loyalty. In addition, the SEM analysis results have a new finding that the Trust variable which is a mediation variable in this study does not have a significant effect on loyalty. From the results of hypothesis testing, this study also formulated managerial implications that can be applied by Make Over as an additional reference to improve service quality in retail stores such as bundling strategies and giving free gifts, implementing referral marketing strategies and focusing on increasing satisfaction

The role of psychological contract violation in shaping spurious loyalty

PurposeThis study explores the impact of brand's psychological contract violation on customers' spurious loyalty, via the mediating effects of customers' brand commitments (affective commitment, calculative commitment and normative commitment) and the moderating effects of justification for violation and nostalgia proneness in the link of psychological contract violation and three commitments.Design/methodology/approachBased on 427 valid responses collected from paper- and web-based survey questionnaires, a total of 21 hypotheses were tested by adopting a structural equation model, hierarchical regression technique and slope analyses.FindingsThe result indicates negative effects of psychological contract violation on customers' attitudinal loyalty and behavioral loyalty via affective commitment and normative commitment, as well as positive effects of psychological contract violation on customers' attitudinal loyalty and behavioral loyalty via calculative commitment. It explains the reason why some loyal customers show spurious loyalty after being psychological contract violated. Meanwhile, it also supports different moderating impacts of justification for violation and nostalgia proneness in these relationships.Originality/valueThis study underscores the importance of calculative commitment in mitigating the adverse effect of psychological contract violation on customers' loyalty. Also, managerial implications are put forward to prevent loyal customers from switching to a worse loyalty stage after being violated.

Customer loyalty and value anticipation: does perceived competition matter?

PurposeDrawing on customer value theory and the demanding nature of today's customers, this paper examines the moderating effects of competition, as perceived by customers, on the nexus between customer value anticipation (CVA), satisfaction and loyalty.Design/methodology/approachUtilizing data from the Ghanaian banking sector, which has been going through some reforms that are changing the banking landscape, the study analyzes data from 587 customers. Respondents were drawn from a cluster of banks within an enclave with different types of customers and epitomize the competitive nature of Ghana's banking sector.FindingsCVA drives customer satisfaction, attitudinal loyalty and behavioral loyalty among bank customers. However, between attitudinal and behavioral loyalty, customers will be more behaviorally loyal to banks that successfully anticipate their needs than they would be in attitude. The relationships between CVA and satisfaction and loyalty are such that the level of competition among sector players does not alter the effect; thus, when a bank is able to anticipate customer value, customers are going to stay loyal to such a bank irrespective of the competitive offers.Originality/valueAlthough the impact CVA has on satisfaction and loyalty is justified in the existing literature, extant research has not systematically examined the influence of external boundary and situational effects on the potency of anticipating customer value in detail. The current study shows the effect of competition on CVA and customer behavioral outcome. The study further concludes that irrespective of competition, banks that are perceived to be high on CVA will have their customers being loyal. This is very important in the development of bank marketing and product innovation strategies.

PENGARUH SOCIAL MEDIA MARKETING ACTIVITIES TERHADAP ATTITUDINAL LOYALTY DAN BEHAVIOURAL LOYALTY PADA KONSUMEN OVO

This day, social media has been developing. This media was used with company to close with consumer and gain more loyalty to brand. OVO Company have doing many activities in Instagram but the number of active customers not as much as their competitors. Go-Pay have the most active customer with social media activity not as much as OVO. This study aims to discuss the effect of social media marketing activities on OVO customer loyalty from attitudinal loyalty and behavioural loyalty with mediation customer satisfaction and perceived value. This study uses Structural Equation Model (SEM) and 150 respondents processed with SPSS 25 and AMOS 25. The result confirmed that there is positive relation but not significant between OVO customer satisfaction and behavioural loyalty.

Sport Fans’ Price Sensitivity Based on Loyalty Levels: A Case of Korean Professional Baseball League

For the sustainable development of the Korean Professional Baseball League (a.k.a., KBO League), it is critical to propose profitable and efficient pricing strategies for each team in the KBO League. Therefore, the purpose of this study was to understand KBO League fans’ perceptions of price sensitivity. More specifically, this study explored how fans’ perceptions of price sensitivity and latitude of price acceptance vary between different loyalty groups. A total of 213 valid responses were recruited from KBO League fans by using a convenience sampling approach. As a result, based on the levels of attitudinal loyalty and behavioral loyalty, fans were classified into four categories: loyal fans, latent fans, spurious fans, and indifferent fans. Moreover, loyal fans were found to be less sensitive to the ticket price increase of different levels (i.e., 10%, 20%, and 30%), followed by latent fans, spurious fans, and indifferent fans. Meanwhile, loyal fans have the highest level of the latitude of price acceptance, followed by latent fans, spurious fan, and indifferent fans. The findings of this study contribute to a better understanding of sport fans’ responses to the change of ticket price and their perceptions of the accepted price range. Meanwhile, this study offers practical implications for marketers of KBO League teams to develop tailored pricing strategies for their fans by considering different loyalty levels.