The Effect of Service Quality on Behavioral Loyalty Through Customer Satisfaction and Attitudinal Loyalty in the 4-Star Hotel in East Java, Indonesia

This research was conducted to test and analyze the influence of service quality on behavioral loyalty through customer satisfaction and attitudinal loyalty to 4-Star Hotel in East Java.This research is a survey research.The sampling technique used is non probability sampling.Sample sizes are 200 respondents.The analysis tool used is Structural Equation Model(SEM)Analysis.The result of the research shows that hypothesis proposed in this research is accepted.Academic suggestion submitted is for research that will come dating need to be explored influence of other variables that influence behavioral loyalty.While practical suggestions submitted to business actors is for business actors to pay attention and keep the variables that effect behavioral loyalty.Especially studied in this study they are:service quality,customer satisfaction,and attitudinal loyalty.

Brand Loyalty in Ruisi English Training School of Customers in Nanning City, China

This study aims to explore:(1)the impact of different customer experience English training satisfaction on the brand awareness and brand loyalty of Nanning Ruisi English Training School,and(2)its implications for Nanning Ruisi English Training School to build a marketing mix for students participating in training.This is a quantitative study.The tool used was a questionnaire.The study sample consisted of 385 Chinese students from Nanning,Guangxi,China,obtained through a multi-stage random sampling technique.The results were analyzed with the help of SPSS software,descriptive statistical analysis,Pearson correlation test,and regression analysis which were used to test hypotheses,and the main purpose of the study was brand loyalty of Ruisi Customer English Training School in Nanning,China.Descriptions of samples and sampling methods are used in the research,and techniques for analyzing data and research instruments are introduced.The results show that significant positive relationships and marketing mix are predictors of customer decisions.Research shows that the English training industry needs to employ marketing mix tools to acquire customers.Promotions are essential in order to reach and attract more younger generation customers.This research is of great significance and practical value to all English training schools in Nanning,Guangxi.

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.

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.

Analysis of the Relationship Between Perceived Security and Customer Trust and Loyalty in Online Shopping

Advancements in the internet technology triggered a line of developments in the field of marketing. As an alternative to the conventional shopping, online shopping over the internet has gained substantial share of retail market. Customers get used to this new shopping venue and nowadays prefer it more and more according to the researchers, ten percent of the global population now uses internet for shopping. In this research, the author explored the relationship between the security measures implemented by a company, very active in the online shopping domain, and the customer trust and loyalty on the online services provided by this company. Findings of this research are based on survey data analyzed in SPSS. This research supports the existence of a relationship between the security of a company＇s website and customer trust and loyalty on the online services of this company When the perception of security measures improves, customer trust and loyalty increases accordingly

Investigation into the Customer Loyalty and Corporate Image Relationship

While extant of academic literature shows that service quality and customer satisfaction are key to building customer loyalty,given these equitable,“Does corporate image create loyalty”is the question this research probes.A primary research was conducted among the mobile communication subscribers.A total of 550 subscribers of mobile communication services in Mumbai,India were approached.Of this,400 complete and valid responses were collected.Findings suggest that corporate image and the service quality perceived by the customers have a strong relationship with customer loyalty.This implies that both external marketing and interactive marketing dimensions have a direct impact on building customer loyalty.Customer satisfaction was seen to be completely mediating the relationship between service quality and customer loyalty.This research provides a model that can help the managers of service organizations to enhance customer loyalty.Since corporate image positively impacts the customer loyalty along with service quality,it is important for the industry managers to devote equal attention and resources in delivering the promise as well building a good image of the company.Since the service quality impacts the corporate image,an important takeaway for the managers is to ensure that the actual offer matches promises made externally.Most of the previous studies investigating the antecedents of customer loyalty have either focused on the interactive marketing dimension or the external marketing dimension.This study examines the interplay of both the dimension and its impact on customer loyalty.

Customer Relationship Management to Customer Value&Customer Loyalty of Fixed Broadband:Study Case on Fixed Broadband Company in Indonesia

The increase of fixed broadband penetration can increase a country’s economic growth.Indonesian fixed broadband usage density still lags far behind other countries.This condition becomes a great opportunity for operators in marketing fixed broadband products.The different offers and services of each fixed broadband operator in Indonesia will have an impact on the ease of acquiring and maintaining customer loyalty levels.The unstable number of subscribers(unsubscribing/switch to other operator)is increasing year by year.This condition can be caused by customer value perceived by the customer that is inferior because the management of customer relationship management is less good.The method used is descriptive and explanatory.The unit of analysis is the last customer of four broadband operators in Indonesia.Time horizon is cross-sectional,where the research is conducted simultaneously.The survey data are collected from questionnaires to fixed broadband subscribers and through focus group discussions and interviews with managers related to the object study.Data are analyzed descriptively and quantitatively and this research uses quantitative research design using Structural Equation Modeling(SEM).The findings show that the effect of customer relationship management on customer loyalty through customer value is significant.

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.

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.

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.

Influence of Psychological Contract on Customer Loyalty to Drugstores

Objective To discuss the influence of the two-way psychological contract on customer loyalty to drugstores, and to put forward some suggestions for managers of drugstores to improve the customer loyalty based on the facts that drugstores have to give emphasis to such problems as how to keep their customers and improve customer loyalty due to the influence factors, such as the rich channels of drug purchase, the individualization of the demands for drug purchase and the strict requirements for the quality of service on the basis of psychological contract theory. Methods A total of 241 valid questionnaires were distributed in Shenyang to collect data and the data was analyzed by SPSS 24.0. Results and Conclusion The data analysis show that the transaction type and relational psychological contract of both drugstore employee’s and customer’s responsibility performance have significant influence on customers loyalty, and the transaction psychological contract of employee’s responsibility performance has the greatest impact on customers loyalty. Therefore, to improve customer loyalty, drugstores should provide reasonable services on the basis of satisfying the customers’ psychological contract, and actively guide the customers to fulfill their own responsibility so as to increase sales.

Empirical Study of Brand-Customer Relationship Based on Customer Lock-In in Chinese Banking

The central construct of customer lock-in （CL） is measured and its role along with that of consumer loyalty in influencing the brand-customer relationship is tested. Using data collected from focus groups, a measurement model for CL is developed, and a structural equation model consisted based on literature review and our own theory is established. Moreover, the moderating effects of CL on the relationship between perceived value （PV） and brand relationship quality （BRQ） , as well as that between BRQ and brand loyalty （BL） based on data collected through a survey have been tested. Results indicate that consumer satisfaction is a critical factor in establishing brand-customer relationship, and the attitudinal brand loyalty is the key to obtain brand behavioral loyalty. Furthermore, CL tactics, such as decreasing consumers＇ learning cost and transactional cost facilitate the relationship building between customer and brand, while involuntary lock-in may have an adverse effect in the relationship building process. In addition, involuntary lock-in and loyalty program help in obtaining consumers＇ behavioral brand loyalty but not their attitudinal loyalty.

顾客忠诚Customer Engagement:定义、测量与研究展望

本文研究了CE提出的背景、定义和量表,并分析了CE与顾客忠诚、消费者涉入(Involvement)及顾客参与(Participation)等相似概念的关系。

Analysis Economics of Realizing Mass Customization

This paper breaks through the old study pattern,emphasizing the important of economic analysis and put forward the analytic method.The paper compares mass customization to just-in-time,analyses the two facets which include production and distribution.The production facet is influence of the indirect cost,scale economy,experiences economy and dynamic alliance.The reduction of indirect cost is the innovation,which has special angle comparatively traditional economic analysis.There is gaming between satisfying customer special demand and deciding price.Mass customization emphasizes that customer must achieve to loyalty not only content without increasing extra service charge-faith in company and product.The paper sets forth the economics of scale e- conomy and dynamic alliance to embody the extensive economy.In addition it is another innovation that this paper analyses the de- fects of mass customization to evaluate the economic risk.Through comparing the traditional production mode,demonstrating the implement feasibility in company.That is mass customization has less economic risk whether or not.So the analysis proposes the evi- dences of the way of enterprise production.

The Role of Service Quality,Perceived Value and Trust on Calculative Commitment and Loyalty Intention

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 vital to the mobile communications market.This paper aims to investigate the role of service quality,trust,and perceived value on calculative commitment and loyalty intention in the customers of mobile telephone network service providers(MTNSPs).To notify the meaningful factors for the calculative commitment and loyalty intention of the users in using mobile phones,this study focuses on the effect of service quality and perceived value in the trust and identifying the role of trust in forming customer loyalty.As many as 125 users of mobile phone users—house wife were surveyed in Coimbatore,Tamil Nadu,India.The data are analyzed by path analysis.This study shows that service quality has a direct and positive effect on trust,trust has a direct and positive effect on calculative commitment,calculative commitment has a direct and positive effect on loyalty,and direct and positive relationship between perceived value and calculative commitment,perceived value,and loyalty are also confirmed.In terms of mobile telecommunication systems,it is found that the users may exhibit noticeable differences in using this service.This study provides important hints to strengthen the relationship between the network service providers and their customers.