Research on customer loyalty of B2C e-commerce

Customer loyalty of B2C e-commerce is studied by testing the hypotheses on five latent variables using the structural equation modeling method. After correcting model, online store image is obviously fundamental basis on expectations of shopping online, experience of shopping online, customer satisfaction and customer loyalty between which there are seven positive relationships accepted in the AMOS model. The results provide scientific evidence for B2C e-commerce.

The Research of Customer Loyalty Improvement in Telecom Industry Based on NPS Data Mining

In recent years, the telecommunications have used the concept of NPS(Net Promoter Score) for customer relationship management, but there is neither definite theory research nor instructive instance research. However, this paper summarizes an approach with instance case analysis to improve customer loyalty via NPS data mining, which has extensive and practical significance for tele-companies. First, this paper finds some driven forces of customer loyalty, which are relative to customer consumption such as the call duration, the usage of data, ARPU, etc., by using some innovative reasoning-analysis based on IG(Information Gain) and xg-boost decision-making tree model, so the tele-companies can predict the role of individual customer and form daily monitoring on big data, which will save a lot of NPS survey cost. Second, this paper summarizes how customer group feature impacts the relationship between NPS and financial performance. Taking ARPU value as the performance goals, we divide the sample customers into 6 groups and summarize their characteristics based on k-means clustering, and give targeted suggestion of each group.

The Effects of B2C Interaction on Customer Loyalty

Purpose： This research attempts to examine the relationship between B2C interaction and customer loyalty in Business-to-Customer（B2C） context from a new perspective of the interactive tool.Design/methodology/approach： The scale for B2C interactive tools is of seven dimensions： efficiency, security, fulfillment, mobility, community, cultivation, and customization. A model reflecting the influences of these attributes on customer loyalty is developed and empirically examined based on data collected from 265 B2C customers. Findings： Results reveal that the fulfillment, mobility, community, and customization of B2C interactive tools can enhance customer loyalty directly and significantly. Efficiency and security, serving as the premise for possible purchase behavior, facilitate fulfillment. In addition, cultivation promotes the formation of customization, which directly strengthens customer loyalty.Research limitations： Models considering individual-level indicators and combined with classic loyalty mechanisms in B2C context may lead to a deeper understanding of the tested effects of interaction on customer loyalty.Practical implications： To strengthen B2C interaction and further cultivate loyal customers, making interactive tools more fundamental, flexible, and personalized is critical for B2C enterprises. Originality/value： This study proposes a new perspective from interactive tools when measuring the relationship between B2C interaction and customer loyalty, and offers a useful theoretical lens and reasonable explanations for investigating customer loyalty in B2C e-commerce context.

Customer Loyalty： An Empirical Study on Italian E-commerce Websites

In contemporary entrepreneurial environment based on customer retention, the growth of the internet has pushed the most dynamic businesses to compete in the electronic market. In literature, there are many studies showing how a company＇s brand affects customer loyalty. Less attention has been paid to the relationship between e-commerce website loyalty and e-customer loyalty. This paper can be included in a stream of research that applies the construct of loyalty to e-commerce. Thus, this study aims to analyze, within the electronic market, the elements influencing and determining the trust and loyalty of the e-customers. This research consists of a descriptive study carried out utilizing the survey method. The population in this study includes 421 e-customers of Italian online multi-brand portals. The instrument of data gathering was a web-questionnaire and the data analysis was based on regression. Findings show a positive relationship between three factors （website technological level, e-service quality, and brand） and e-customer trust. Furthermore, the correlation, among the three variables, trust as mediating variable, and e-customer＇s loyalty, has been revealed. Therefore, it can be basically assumed that trust builds e-customer loyalty.

Relationship between Corporate Image and Customer Loyalty in the Mobile Telecommunication Market in Kenya

Customer loyalty is considered to be a key ingredient in enhancing the survival of businesses especially in the situations faced by highly competitive industries. This study assessed the relationship between corporate image and customer loyalty. While the antecedents of customer loyalty connected with the marketing mix factors have been well investigated, much still remains to be studied regarding some of the intermediate conditions created by the marketing mix factors and customer loyalty. This study sought to investigate the relationship between the dimensions of corporate image and customer loyalty in the mobile telecommunication market in Kenya. The study was guided by several hypotheses that tested the nature of the relationship between corporate image and customer loyalty using four dimensions of corporate image, namely service quality, chief executive officer （CEO） reputation, brand image, and physical evidence. The study adopted the descriptive survey research design and used a multi-stage stratified sampling technique to target 320 respondents from among students across campuses of Kenyatta University （KU）. Primary data was obtained using a structured five-point Likert scale questionnaire and analyzed using Pearson product-moment correlation coefficient and regression analysis to test the degree of association between the dependent and the independent variables. The study registered a high response rate of 97.8% from the target respondents. The findings of the study based on the correlation analysis indicated that the four dimensions of corporate image positively correlate with customer loyalty at p 〈 0.01. The regression analysis results however showed that even though the four dimensions correlate with customer loyalty, only service quality and brand image significantly predict customer loyalty. The regression model used explained 25% variation in the dependent variable. The null hypotheses one and four were supported while hypotheses two and three were not. The study concluded that of the four dimensions of corporate image, brand image and service quality predict customer loyalty within the Kenyan mobile telecommunication sector. The study suggests that future research undertakes integrate aspects of quality management into the dimensions of corporate image in order to predict variations in customer loyalty.

Correlating Customer Satisfaction and Customer Loyalty:The Case of International Tourists in Cretan Resort Hotels

Customer satisfaction and customer loyalty are considered as a confirmation of remarkable service provision towards the customers.The formation of both constructs is viewed as a vital element which leads to the reinforcement of competitive advantage for the hotels.Various academic viewpoints are available concerning the constructs of customer satisfaction and loyalty;nevertheless,most of them indicate an opposition towards their correlation.The aim of this research was to investigate the factors that reinforce the satisfaction and loyalty levels of resort tourists and identify whether or not the two constructs are interrelated.A quantitative research methodology was applied,with the use of close-ended paper questionnaires,which were administered to international tourists staying in resort hotels in the Municipality of Hersonissos,one of the most popular tourist destinations in northern Crete.Findings confirmed a positive correlation between customer satisfaction and customer loyalty.Data also showed that food and beverage quality,location and price are considered as the most significant factors that enhance satisfaction levels,whereas emotional experiences,loyalty programs,customer service quality,and customer satisfaction were identified to have a significant impact on the formation of customer loyalty.

Does Customer Experience Management Impact Customer Loyalty Shopping at Supermarket？ The Case in the Mekong Delta, Vietnam

This research analyzes and answers the question ＂Does customer experience management impact to customer loyalty shopping at supermarket, in the case of Mekong Delta, Vietnam？＂, 321 customers of supermarkets in the Mekong Delta were interviewed by questionnaire. The descriptive statistics, factor analysis, Cronbach＇s alpha, structural equation modeling, and multi-group structural analysis methods were used in this study. The results confirm that customer experience management impacts to customer loyalty shopping at supermarkets. There are six components of customer experience management including brand name, space, commodity, staff, parking lot, and the presence of other stores in supermarkets. In particular, the commodity composition has the strongest impact on customer experience management and satisfaction and directly influences on customer loyalty. In addition, elements of customer experience management affect customer loyalty indirectly through sensory experience, social experience, and satisfaction. The results of multivariate analysis show that age group, spending per shopping at supermarkets, and marital status of the client do not change the relationships in the research model. Meanwhile, the relationship of the different models of the client group income, gender, education, occupation and customers is different. This study adds value to consumer behavior and customer experience management literature.

Influence of Customer Relationship Marketing and Satisfaction of Customer Loyalty （Case Study： In Bank CIMB Niaga Lembong in Bandung）

The purpose of this study was to examine the theoretical basis in an effort to build the competitiveness of the banking services industry, particularly in terms of customer satisfaction and loyalty. This type of research uses explanatory research. The sampling method used a non-probability sampling, used purposive sampling technique that has become a customer for two years, used questionnaires to 100 respondents in Bandung bank customers. Measurement validity uses confirmatory factor analysis, while test reliability is calculated by Cronbach Alpha method. Analysis to test the hypothesis uses the path analysis. The findings illustrate a clear pattern of the dimensions of customer relationship marketing, satisfaction effect built, and several important findings including empirical verification mediating role overall customer satisfaction in the formation of loyalty attributes.

Study on the Factors Driving the Loyalty of the Customers of a Third Party Mobile Payment Platform

. In this paper, the main driving factors affecting the customer loyalty of a third party mobile payment service were chosen by combining with the actual situation of the third party mobile payment service and customer spending habits in China. The assumed relations between all affecting factors and the customer loyalty of a third party mobile payment platform were proposed, and a model for studying customer loyalty was established and also a conclusion was made through the questionnaire survey analysis data. Finally, suggestions on improving the loyalty of the customers of a third party mobile payment platform are presented.

Inconsistency Quality Products （on Six Sigma Programs） Effect on Customer Loyality： Case Study of Industry ＂Tahu＂

Product ＂Tahu＂ is a traditional food of Sumedang city in Indonesia, and becomes an icon of the city. This study aims to see how consistent the quality of the products developed by small and medium-sized enterprises （SMEs） in the prosess six sigma program compliance effect on customer loyalty. The method used in this paper is descriptive exploratory. Based on a sample of 30 SMEs and 143 end-consumers, it showed that inconsistency in the quality common among SMEs with small production capacity size that gives discomfort to the consumer. Inconsistency in the quality values at each of SMEs which are distinguished by the production capacity is 3.301 or unclassified often inconsistent on a small scale SMEs, 3.460 or unclassified SMEs are often inconsistent in size and capacity being 4.227 or inconsistent unclassified rare or likely to be consistent on SMEs the size of the production capacity. Based on calculations using simple regression, suggest that the effect of dimensional consistency of product quality to customer loyalty is at 34%, while the balance of 66% is influenced by other variables such as promotion, competition level, location of the company etc.. It is recommended for further research is to be able to analyze the causes of the high product quality inconsistencies SMEs.

Empirical Investigation of Website Design Affecting E-Loyalty

Given the rapid growth of e-commerce and the importance of understanding online customer behavior,it is necessary to develop a universal model as a means to measure the relevant construct.Website design plays an important role in e-commerce because it directly affects online customers during the purchase process.Online customers will continue to be loyal because of good website design.However,the effect of website design has not been clearly defined and a suitable framework for evaluating the status of website design is lacking.The purpose of this study is to develop a comprehensive framework that can guide successful web design and examine the impact of web design on e-loyalty.207 Taobao customers from China completed an online survey.All scales were analyzed by reliability,construct validity,and convergent validity.Multiple regression analysis is used to test research hypotheses.Findings indicated that the factor of website design should be revised and classified into visual design and information&navigation design.The website design had a significantly positive effect on e-loyalty.The relative order of importance of these predictors was information&navigation design and visual design.

Exploring the Importance of Service Quality Attributes for Millennials at Boutique Budget Hotels

Millennials have a high spending power toward travel and therefore,the boutique budget hotel sector has been rapidly developing to attract this target market.However,there is not much information on what Millennials find important in service quality at these hotels,due to which it is pertinent for hoteliers to research and understand their behavior to cater to them accordingly.Therefore,this research investigates which service quality attributes Millennials find the most important in boutique budget hotels.This exploratory study reviews past literature and issuing questionnaire surveys for Millennials.This study explores the service quality dimensions within boutique budget hotels and how the dimensions further influence customer satisfaction and customer loyalty.The results obtained from the exploratory factor analysis revealed five dimensions of service quality,namely,hotel experience,staff experience,device experience,visual appeal perception,and wireless connection.Multiple regression analysis was also applied and showed that these five dimensions had a statistically significant positive influence on customer satisfaction and customer loyal.