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1
Wang, Chung-Yu. „Cross-over effects of corporate reputation and store image: role of knowledge and involvement“. Management Decision 57, Nr. 11 (12.11.2019): 3096–111. http://dx.doi.org/10.1108/md-11-2016-0810.
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Purpose The purpose of this paper is to analyze how store loyalty forms corporate reputation and store image conditional on prior knowledge and involvement in retailing services. Design/methodology/approach A convenient sampling technique was employed, in which student interviewers approached customers as they exited the Carrefour stores with a skip interval of 3. The final survey sample comprised 220 respondents. Findings Empirical results confirm that corporate reputation influences store image and corporate reputation and store image affect store loyalty. In addition, shopper characteristics (i.e. involvement and knowledge) positively moderate the relationships between corporate reputation and store image and store loyalty. Originality/value This study goes beyond store loyalty to demonstrate that the cross-over effects between corporate reputation and store image and the moderators of prior knowledge and involvement significantly influence the relationships between corporate reputation and store image and store loyalty.
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Bui, Huong Thi Lan. „Fast Fashion Store Image, Customer Satisfaction and Loyalty on the Young Vietnamese Perspective“. International Journal of Systems and Service-Oriented Engineering 9, Nr. 1 (Januar 2019): 1–19. http://dx.doi.org/10.4018/ijssoe.2019010101.
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Fast fashion has become a trend in emerging markets in Asia such as China, India, Malaysia, and Vietnam for over a decade. During the last few years, Vietnam has become the hub for global fast fashion retailers creating fierce competition in the Vietnamese clothing market. Most of past research on fast fashion brands focuses on the global supply chain whereas its interest on the consumer behavior of their target markets is quite limited. This research work explores the store image of fast fashion stores specifically perceived by the Vietnamese target customers as store image has long been considered a key marketing differentiator for retailers over competitors to lure shopper patronage. It further investigates the inter-relationship among each component of the fast fashion store image with store satisfaction and loyalty with the structural equation modeling analysis. The author's findings indicate that the commercial and corporate image components positively influence store loyalty via customer satisfaction as a mediator.
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Nae, Nicolae, Simona Cătălina Ștefan und Cătălina Florentina Albu. „CORPORATE SOCIAL RESPONSIBILITY'S PATHWAYS TOWARDS CUSTOMER LOYALTY IN ROMANIAN RETAIL: A PLS-SEM MEDIATION ANALYSIS“. Business Excellence and Management 10, Nr. 3 (15.09.2020): 99–118. http://dx.doi.org/10.24818/beman/2020.10.3-07.
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For the time being, many companies around the world attach great importance to corporate social responsibility (CSR) practices and policies. This trend that manifests itself worldwide, is also characteristic for Romania, many companies being regularly active in the CSR field. The motivation of these companies to get involved in social or ecological activities is not only related to the moral or ethical side of business, but also to many benefits that CSR can generate, such as improving the company's image or customer loyalty. The purpose of this paper is to analyze the relationship between CSR and customer loyalty in the Romanian retail sector. Moreover, the effect that CSR has on corporate reputation and the mediating role of reputation on the relationship between CSR and customer loyalty has been studied. In this regard, a questionnaire-based survey was conducted to measure the level of social responsibility and corporate reputation perceived by customers of retail stores in Romania, but also their loyalty to a particular store. The obtained results confirm the existence of a positive relationship between CSR and customer loyalty, but also the partial mediation that the corporate reputation exerts on this relationship.
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Thi Van, Nguyen, Tran Thi Hue Chi, Vu Thi Mai Chi und Ngo Van Quang. „The Relationship between Customer-Based Corporate Reputation and Customer Citizenship Behavior: The Case in Vietnam“. International Journal of Business and Management 11, Nr. 9 (21.08.2016): 298. http://dx.doi.org/10.5539/ijbm.v11n9p298.
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A good corporate reputation is properties, images, brand of a company that customers of such company can wish for others to join them, therefore the supporting of accompany to build a strong reputation through discretionary, voluntary behaviors of customers is considered to be capable of helping customers to achieve a higher level of awareness about themselves and their social prestige. Positive effect of corporate reputation on customer outcome variables such as customer satisfaction and loyalty, etc. have been recognized in a lot of literatures. Respondents were customers who came to and used services of the retailing, haircut store or beauty salon in Ho Chi Minh city, Vietnam. We also collected 44 questionnaires to do Pretest before conducting the final test in which 490 out of 600 questionnaires are validated to run statistics. Besides, convenient sampling is used for this study. This result showed that customer-based corporate reputation directly affect customer satisfaction, customer commitment, customer loyalty and customer satisfaction, customer commitment and loyalty directly affect CCB. This research also indicated CBR positive influences on CCB. To find out the antecedents of CCBs is obviously important for managers or employers of firm’s service because it is also the key to success, for the customer retention, maintain and enhance customer loyalty. That is also an interesting research, which provides ideas on new service industry in Vietnam and developing countries.
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Wiardi, Akram Harmoni, Effed Darta Hadi und Herry Novrianda. „Perceived Value, Store Image and Satisfaction as Antecedents of Store Loyalty Moderated by Procedural Switching Costs“. Media Ekonomi dan Manajemen 35, Nr. 1 (10.01.2020): 34. http://dx.doi.org/10.24856/mem.v35i1.1175.
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<p>The phenomenon of measuring behavioral loyalty on specific stores or merchants obviously popular, particularly despite the existence of structural and fundamental criticism on specific issue. The objectives of this research is to examine the antecedents of customer loyalty specifically on store loyalty. We operate survey method to gather primary data. The focus of the research is to examine the effect of perceived value, store image, and customer satisfaction on store loyalty. The results indicate that customer who perceive low perception of procedural switching costs and high perception of procedural switching costs experienced different perception in their perceived value on customer satisfaction, perceived value on loyalty, and store image on customer satisfaction. The results shows that the perceived value, store image, and customer satisfaction has a positive and significant relationship of store loyalty in the different perception of procedural switching costs. Furthermore, procedural switching costs play a significant role in moderating the relationship between customer satisfaction and store loyalty. There was an indirect effect in the relationship between perceived value and store loyalty, which was mediated by customer satisfaction. The indirect effect of the relationship between store image and store loyalty was also proven to be mediated by the customer satisfaction.</p>
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Stan, Valentina. „Antecedents Of Customer Loyalty In The Retailing Sector: The Impact Of Switching Costs“. Journal of Applied Business Research (JABR) 31, Nr. 2 (03.03.2015): 371. http://dx.doi.org/10.19030/jabr.v31i2.9121.
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<p class="default">The objective of this work is to propose and test a conceptual framework that considers customer satisfaction, store image, perceived value and switching costs as antecedents of customer loyalty. In addition, we examine the moderating effect of switching costs in the relationship between loyalty and its antecedents. While customer satisfaction, store image and perceived value are important determinants of loyalty, switching costs have the same strong impact on customer loyalty as satisfaction. The findings prove that switching costs have a moderating effect on the relationship between store image and loyalty, as well as between perceived value and loyalty.</p>
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Martenson, Rita. „Corporate brand image, satisfaction and store loyalty“. International Journal of Retail & Distribution Management 35, Nr. 7 (12.06.2007): 544–55. http://dx.doi.org/10.1108/09590550710755921.
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Sharma, Rajesh, und Joy Patra. „Building Store Equity: Role of Store Image, Consumer Satisfaction, and Store Loyalty in the Indian Retail Market“. Jindal Journal of Business Research 10, Nr. 1 (26.04.2021): 128–40. http://dx.doi.org/10.1177/22786821211002631.
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The Indian retail sector is poised for tremendous growth and thus provides ample opportunities for local and global retailers. Building store equity will not only be a challenge but also be a prerequisite for surviving in the highly competitive market. The objective of the current study is to understand the role of store image, consumer satisfaction, and store loyalty in building retail store equity in the Indian retail market. The study employed exploratory factor analysis for reducing the number of items and linear regression for hypothesis testing. A total of 210 actual patrons evaluated different retail stores. The empirical findings suggest that store image, consumer satisfaction, and store loyalty play a direct, positive, and significant role in building retail store equity in the Indian retail market. Store image was found to have the strongest impact on store loyalty, followed by customer satisfaction on store loyalty, customer satisfaction on store equity, and store loyalty on store equity. This study will add value to literature on store image, consumer satisfaction, store loyalty, and store equity. The study concludes with strategic implications, limitations, and directions for future research.
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Suhud, Usep, und Mahasta Patricia Divyna. „Comparing The Loyalty Of Two Mini Markets’ Customers: The Role Of Store Image And Satisfaction“. Jurnal Administrasi Bisnis 8, Nr. 1 (06.03.2019): 1–8. http://dx.doi.org/10.14710/jab.v8i1.23041.
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Indomaret and Alfamart are two franchise-local-mini markets in Indonesia. Side by side, they invade dwelling areas within cities: where there is an Indomaret store, there will be Alfamart, but with a lack of differentiation among them. This study aims to assess and compare the impact of store image on customer satisfaction and loyalty between two franchise-retail stores in Jakarta, Indonesia: Indomaret and Alfamart. There were 200 participants involved those who were regularly visiting one or both mini markets. Different cases showed different results. In the case of Indomaret, store image had a significant impact on customer satisfaction and loyalty, and satisfaction had a significant effect on customer loyalty. In the case of Alfamart, store image had a significant impact on satisfaction. In addition, satisfaction had a significant impact on loyalty, whereas store image had an insignificant effect on loyalty. Recommendations for management and future study are discussed.
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Özkan, Pınar, Seda Süer, İstem Köymen Keser und İpek Deveci Kocakoç. „The effect of service quality and customer satisfaction on customer loyalty“. International Journal of Bank Marketing 38, Nr. 2 (05.10.2019): 384–405. http://dx.doi.org/10.1108/ijbm-03-2019-0096.
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Purpose The purpose of this paper is to investigate the impact of customer satisfaction, service quality, the perceived value of services, corporate image and corporate reputation on customer loyalty and their relationship in the Turkish banking industry. Mediation effects of the perceived value and corporate image and reputation are also studied. Understanding the relationships between the determinants of customer loyalty toward the bank helps management to use corporate image and reputation more effectively in its strategy, thus enhancing the institution’s position in the minds of consumers. Design/methodology/approach A model is proposed to explore the relationships of service quality and customer satisfaction with a perceived value and their effect on transforming the corporate image and corporate reputation into the form of customer loyalty toward the bank. A survey is designed within this framework and SEM analysis is conducted in order to study the nature of relationships between variables of interest hypothesized to affect customer behavior and customer loyalty. Mediation tests for perceived value and corporate image and reputation are also conducted. Findings The findings of the survey indicate that corporate image and corporate reputation can be used as a common marketing benchmark to measure a bank’s performance. The results demonstrated that customers perceive quality and satisfaction effects loyalty through perceived value, image and reputation. Research limitations/implications The study was conducted in Izmir, the third biggest city of Turkey. The sample is composed of regular customers, and the sample size is enough for the study but more studies are needed to generalize the results. Practical implications The results provide information to bank managers to effectively assist them to offer appropriate customer service levels sustaining satisfaction, quality and value to the customers within the transactions. Originality/value The paper studies the determinants of customer loyalty in the Turkish banking industry and considers the effects of corporate image and corporate reputation as measured by customer satisfaction, service quality and perceived value, on customer loyalty toward banks in Turkey. This model is not studied in bank marketing in Turkey and also in the banking literature.
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Hidayat, Rachmat, Endang Saefuddin Mubarok, Rukun Santoso und Wiwin. „An Examination of The Relationship Between Corporate Social Responsibility, Corporate Image and Customer Loyalty: The Mediating Role of Customer Attitude“. Ilomata International Journal of Management 2, Nr. 1 (25.01.2021): 35–50. http://dx.doi.org/10.52728/ijjm.v2i1.209.
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This study aimed at understanding the effects of corporate social responsibility, corporate image, customer attitude, and customer loyalty. The method used for this study was causality and non-probability sampling and purposive sampling were used as the data collection methods. The data source in this study was primary data collected using questionnaire instruments. The number of samples of the study was 100 respondents. The data analysis model in this study used path diagrams in the form of regression equations. The results of the statistical study showed that: (1) Corporate social responsibility and customer immunity both partially and simultaneously had a positive effect on customer attitude, (2) Corporate social responsibility and corporate image, both partially and simultaneously, had a positive effect on customer loyalty. (3) Corporate social responsibility, customer image, and customer attitude simultaneously had a significant effect on customer loyalty. Partially, only corporate social responsibility and customer image had a significant effect on customer loyalty, while customer attitude had no significant effect. (4) The customer attitude variable was able to mediate the effects of corporate social responsibility and customer image on customer loyalty.
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Yudiana, Fetria Eka, und Joko Setyono. „ANALISIS CORPORATE SOCIAL RESPONSIBILITY, LOYALITAS NASABAH, CORPORATE IMAGE DAN KEPUASAN NASABAH PADA PERBANKAN SYARIAH“. INFERENSI 10, Nr. 1 (01.06.2016): 93. http://dx.doi.org/10.18326/infsl3.v10i1.93-114.
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The purpose of this research is to analize the effect of the implementation of Corporate Social Responsibility (CSR) on customer loyalty to the corporate image and customer satisfaction as an intervening variable. This research is a survey research which used a quantitative approach. The data were obtained from 100 respondents from all customers Sariah Banking in Central Java and Yogyakarta by using purposive sampling technique. The research model testing technique used the path analysis approach using multiple regression. The results of this research suggests that CSR is positive and significant impact on the corporate image, CSR positive and significant impact on customer satisfaction, corporate image positive and significant impact on customer loyalty, customer satisfaction positive and significant impact on customer loyalty, CSR has positive effect but not significant on customer loyalty.
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Chen, Chiwei. „The Study on the Store Image of Hypermarkets“. International Journal of Asian Business and Information Management 12, Nr. 3 (Juli 2021): 205–21. http://dx.doi.org/10.4018/ijabim.20210701.oa13.
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The purpose of this paper is to examine the important structures of store image and how to improve a hypermarket's store image to affect customer willingness to return. This study found that the greater shopping convenience, a complete range of products, good service, and regular activities, the greater customer loyalty. The store atmosphere has no significant impact on enhancing customer loyalty. Many store customers do not pay much attention to the quality of physical and software equipment in the store, but more attention to convenience, commodity integrity, good service, and regular activities. Whether a hypermarket can provide good service is a key niche for showing its competitiveness among its competitors. The results show that the more convenient the shopping convenience, the better the service, and the more regular activities a store provides, the less likely a customer will switch to other stores for shopping.
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Mafini, Chengedzai, und Manilall Dhurup. „Drivers Of Customer Loyalty In South African Retail Stores“. Journal of Applied Business Research (JABR) 31, Nr. 4 (09.07.2015): 1295. http://dx.doi.org/10.19030/jabr.v31i4.9317.
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There remains a need to provide empirically derived and updated information on the influence of store image factors on both the satisfaction as well as the loyalty of customers that is specifically customised to the South African context. This study examined the relationship between store image factors, store satisfaction and customer loyalty in the South African retail environment. The study tests a conceptual framework which links five store image factors; namely, sales assistance, store atmospherics, store appeal, promotion and store accessibility to store satisfaction and customer loyalty. A four section structured questionnaire was administered to a conveniently drawn sample of 489 apparel shoppers. Participants were recruited at three shopping malls located in Gauteng Province, South Africa. Data analysis was conducted using the Statistical Packages for the social Sciences (Version 21.0). Spearman correlations showed negative to weak correlations between the factors and store satisfaction. Regression analysis revealed that promotion and store appeal were statistically significant in predicting store satisfaction. Store satisfaction was positively associated and significantly predicted customer loyalty. The findings of the study can be used by managers in retail stores to develop a current view of the shopping behaviour of todays consumers. This enables them to initiate and implement appropriate marketing strategies in their retail stores.
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Rahayu, Fatik, und Fadhel Audia Yusran. „CORPORATE SOCIAL RESPONSIBILITY: KONSEKUENSI PRAKTIK DAN HUBUNGANNYA DENGAN CORPORATE IMAGE DAN LOYALITAS PELANGGAN“. MIX JURNAL ILMIAH MANAJEMEN 10, Nr. 1 (27.01.2020): 65. http://dx.doi.org/10.22441/mix.2020.v10i1.005.
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Penelitian ini bertujuan untuk menguji keterkaitan variabel Corporate Social Responsibility (CSR), Corporate Image dan Customer Loyalty. Data diperoleh dengan menyebarkan kuesioner yang sudah diuji validitas dan reliabilitasnya pada 170 responden dengan kriteria konsumen yang memahami CSR serta pernah menggunakan jasa dari sebuah hotel yang sudah menerapkan CSR. SEM digunakan untuk menguji model penelitian dan menguji semua hipotesis yang diajukan. Hasil penelitian menunjukkan bahwa model fit dan CSR berpengaruh baik secara langsung maupun melalui Corporate Image terhadap Customer Loyalty. Oleh karena itu, untuk meningkatkan Corporate Image dan Customer Loyalty, manajer dapat mengelola praktik CSR dengan baik.
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Hermawan, Bambang, Salim Basalamah, Asdar Djamereng und Annas Plyriadi. „Effect of Service Quality and Price Perception on Corporate Image, Customer Satisfaction and Customer Loyalty among Mobile Telecommunication Services Provider“. IRA-International Journal of Management & Social Sciences (ISSN 2455-2267) 8, Nr. 1 (27.07.2017): 62. http://dx.doi.org/10.21013/jmss.v8.n1.p7.
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This study aimed to analyze the effect of service quality and price to corporate, customer satisfaction and customer loyalty of mobile telecommunications services in the city of Makassar. Research conducted on customers of mobile telecommunications services by setting a sample of 225 respondents. Data were analyzed using Structural Equation Model (SEM) through Analysis of Moment Structures (AMOS) Ver. 21. The results showed that the quality of the service directly positive and significant effect on corporate image and customer satisfaction. Service quality has a positive and insignificant effect on customer loyalty. Price perception has a positive and significant effect on corporate image, customer satisfaction and customer loyalty. Corporate image has a positive and significant effect on customer satisfaction. Corporate image has a positive and insignificant effect on customer loyalty.
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Clottey, Toyin A., David A. Collier und Michael Stodnick. „Drivers Of Customer Loyalty In A Retail Store Environment“. Journal of Service Science (JSS) 1, Nr. 1 (01.07.2008): 35–48. http://dx.doi.org/10.19030/jss.v1i1.4300.
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The determinants of customer loyalty are identified for a large U.S. retailer based on a survey of 972 customers. An ordered logistic regression is used to estimate the proportion of a retailers customers who are willing to recommend the retailers products to others based on survey results.Statistical results document that service quality, product quality and brand image drive customer loyalty as measured by a customers willingness to recommend the retailers products to other people. Service management managers can improve these drivers of customer loyalty by better training, recognition and reward programs, day-to-day store operations, and job, product, process and store design. Given the general research objective of defining a universal model of what drives customer loyalty in a diverse set of industries, this research provides additional statistical evidence to support the theory that brand image, product quality, and service quality determine customer loyalty.
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Soni, Pavleen. „Web-store image dimensions and online retail customer loyalty: investigating mediators and moderators“. American Journal of Business 36, Nr. 1 (14.01.2021): 20–34. http://dx.doi.org/10.1108/ajb-08-2020-0133.
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PurposeIn an era of burgeoning activity in online retail in India, the role of web-store design is paramount. Web-store design elements such as website functionality, brand assortment and product quality are expected to generate customer loyalty.Design/methodology/approachUsing data collected from 553 students from two universities in north India, the present study investigates the indirect effect of web-store dimensions (through website functionality, brand assortment and product quality) on online store loyalty via an enjoyment state (flow) and customer satisfaction. Serial mediation has been analysed through PROCESS macro developed by Hayes version 3.0. In addition to this, the moderating role of gender and purchase frequency has also been investigated.FindingsThe present study renders support to serial mediation between website functionality, flow, customer satisfaction and loyalty. However, the path between brand assortment and loyalty is more strongly mediated by customer satisfaction only. Males experience less flow as compared to females while handling brand assortment on websites. The three-way interaction between brand assortment, gender and purchase frequency is also statistically significant.Originality/valueThe study examines the manner in which online retailers can choose to build customer loyalty when they try to build retail image using web store functionality and /or product/brand assortments. The study offers insights to retailers about how and when to focus on hedonism versus customer satisfaction or both of them in conjunction to enhance customer loyalty. This study is important as it investigates the relationships in Indian scenario witnessing a high rate of growth in online retail which can tremendously affect these relationships.
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Kuswandarini, Krisna Issri, und Arna Asna Annisa. „Analisis pengaruh kualitas layanan, corporate image, dan customer relationship management terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel intervening“. Journal of Management and Digital Business 1, Nr. 1 (29.04.2021): 37–51. http://dx.doi.org/10.53088/jmdb.v1i1.46.
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This study aims to determine and analyze the influence of service quality, corporate image, and customer relationship management (CRM) on customer loyalty with customer satisfaction as an intervening variable (study at Bank Syariah Indonesia branch office Semarang). This research is a quantitative research using primary data. The analysis method uses a path analysis approach. The test results show that service quality, customer relationship management, and satisfaction positively affect loyalty. The corporate image does not affect loyalty. Service quality and corporate image have no positive effect on satisfaction. Customer relationship management has a positive effect on satisfaction. Path analysis test shows that the satisfaction variable acts as a mediation between the influence of service quality, corporate image, customer relationship management on customer loyalty at bank BSI branch office Semarang.
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Yun, Zee‐Sun, und Linda K. Good. „Developing customer loyalty from e‐tail store image attributes“. Managing Service Quality: An International Journal 17, Nr. 1 (30.01.2007): 4–22. http://dx.doi.org/10.1108/09604520710720647.
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Sukerta, Made, Anak Agung Putu Agung und I. Wayan Sujana. „Effect of Service Quality and Corporate image on Customer Loyalty with Customer Satisfaction as Mediation Variables (Study at PT. BPR. Padma, Denpasar-Bali)“. International Journal of Contemporary Research and Review 11, Nr. 01 (27.01.2020): 21729–40. http://dx.doi.org/10.15520/ijcrr.v11i01.783.
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The aim of this study is to know and test the effect of service quality, corporate image and customer satisfaction on customer loyalty at PT. BPR. Padma Denpasar-Bali, and to find out and test the effect of service quality, and corporate image on customer satisfaction at PT. BPR. Padma Denpasar-Bali. The study population was all customers at PT. BPR. Padma Denpasar-Bali, with 15,318 people. The number of samples was calculated using the Slovin method and obtained a total sample of 100 people, to determine the sample members used proportional random sampling technique that is the sample members taken proportionally in each part of the PT. BPR. Padma Denpasar-Bali. Data analysis techniques to answer the hypothesis of this study using Structural Equation Modeling (SEM) based on Partial Least Square (PLS). The results showed that (1) service quality had a positive and significant effect on customer loyalty, (2) corporate image had a positive and significant effect on customer loyalty, (3) service quality had a positive and significant effect on customer satisfaction, (4) corporate image had a positive effect and significantly to customer satisfaction (5) corporate image has a positive and significant effect on customer satisfaction, (6) customer satisfaction positively significantly mediates the effect of service quality on customer loyalty and (7) customer satisfaction positively significantly mediates the effect of corporate image on customer loyalty.
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Christina, Fransisca Sandra. „PENGARUH KUALITAS PELAYANAN DAN CITRA KORPORASI TERHADAP KESETIAAN PELANGGAN MELALUI KEPUASAN PELANGGAN“. Jurnal Manajemen dan Pemasaran Jasa 7, Nr. 2 (27.09.2014): 91. http://dx.doi.org/10.25105/jmpj.v7i2.803.
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<p>The background of this research is Customer loyalty as a competitive advantage in service<br />industry. The objective of this research is to examine the impact of Service quality, Corporate<br />image on Customer loyalty through Customer satisfaction. The design of this research applies<br />primary data obtained by distributing questionnaires to 200 patients of Womens’s and Children’s<br />Hospital in Jakarta. Data analysis method used in this research is Structural Equation Model<br />(SEM). The result of this research concludes that there is positive impact Interaction quality,<br />Peer-to-peer quality, Corporate image toward Customer satisfaction, and there is positive impact<br />Interaction quality, Peer-to-peer quality, Corporate image, Customer satisfaction toward<br />Customer loyalty. Meanwhile, there is no positive impact Outcome quality towards Customer<br />satisfaction and Customer loyalty.<br />Keywords: Service quality, Outcome quality, Interaction quality, Peer-to-peer quality, Corporate<br />image, Customer satisfaction, Customer loyalty</p>
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Fachmi, Muhammad, Basri Modding, Jeni Kamase und Hasanuddin Damis. „The Mediating Role of Satisfaction: Life Insurance Customers’ Perspective (Service Quality, Trust and Image Toward Loyalty)“. International Journal of Multicultural and Multireligious Understanding 7, Nr. 6 (02.07.2020): 156. http://dx.doi.org/10.18415/ijmmu.v7i6.1745.
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Purpose: The purpose of this study is to analyze whether service quality, trust, and corporate image directly influence customer satisfaction and loyalty. Besides, it also examines the indirect effect on loyalty through customer satisfaction.Design/Methodology/Approach: The sample is customers who have made insurance claims, with 206 people to be respondent, from PT. Prudential Life Assurance, PT. AXA Mandiri, PT. AIA Financial, and PT. Bumiputera Life Insurance. Data were analyzed using SEM-AMOS analysis techniques.Findings: The results of this study indicate that service quality, trust, and corporate image directly have a positive and significant effect on customer satisfaction. Finding also shows that service quality and trust, directly have a positive but not significant impact on customer loyalty. In contrast, company image and satisfaction directly have a positive and significant effect on customer loyalty. The role of customer satisfaction as a mediating variable shows that service quality, trust, and corporate image indirectly have a positive and significant effect on customer loyalty.Implications/Originality/Value: So it is concluded that service quality, trust and a higher corporate image will be able to provide higher loyalty if customer satisfaction as an intervening variable also increases. That is, if life insurance customers are less satisfied with service quality, trust, and company image, it is difficult to realize high customer loyalty.
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Ratna, Maria Moniqua, Harry Soesanto und I. Made Sukresna. „Study of Antecedent of Customer Satisfaction and Loyalty for Kompas Klasika Jateng & DIY“. Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) 16, Nr. 1 (01.06.2017): 43. http://dx.doi.org/10.14710/jspi.v16i1.43-56.
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The purpose of this research is to investigate the effect of core service quality, peripheral service quality, and corporate image on customer satisfaction and loyalty of advertiser of Kompas Klasika Jateng&DIY. Data were collected from 200 clients (advertisers) of Kompas Klasika Jateng&DIY using purposive sampling method, and the data processed using the AMOS software analysis technique Structural Equation Modelling (SEM) version 23.0. The research reveals there is a positive and significant correlation between peripheral service quality to the customer satisfaction (CR = 4,115) and to the customer loyalty (CR= 2,614); corporate image to the customer satisfaction (CR= 4,976) and to the customer loyalty (CR= 2,580). While, the correlation of the core service quality to the customer satisfaction and loyalty is have no significant impact (each shows that CR= 1,387 and CR= -0,412), so does the impact of customer satisfaction to the customer loyalty (CR= 0,997). Keyword: Core Service Quality, Peripheral Service Quality, Corporate Image, Customer Satisfaction, Customer Loyalty
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Sularso, Raden Andi. „PENGARUH SERVICE QUALITY, BRAND IMAGE, BRAND EQUITY DAN CORPORATE REBRANDING TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA TRANSMART INDONESIA“. BISMA: Jurnal Bisnis dan Manajemen 14, Nr. 3 (30.11.2020): 191. http://dx.doi.org/10.19184/bisma.v14i3.20737.
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This study analyzes the effect of service quality, brand image, brand equity, and corporate rebranding on customer satisfaction and loyalty of Transmart. The sample consisted of 200 respondents taken using the random sampling technique. Data were analyzed using Structural Equation Modeling. The results prove that service quality, brand image, and brand equity affect customer satisfaction and loyalty of Transmart. Corporate rebranding has a direct effect on customer satisfaction but does not affect the customer loyalty of Transmart.
Keywords: brand equity, brand image, corporate rebranding, service quality
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Astuti, Lutfi Inayah, und Rodhiyah . „THE INFLUENCE OF CORPORATE SOCIAL RESPONSIBILITY AND CORPORATE IMAGE AGAINST A LOYALTY CUSTOMERS (CASE STUDY ON FAST-FOOD RESTAURANT MCDONALD'S INDONESIA SEMARANG)“. JURNAL ADMINISTRASI BISNIS 6, Nr. 2 (02.07.2018): 96. http://dx.doi.org/10.14710/jab.v6i2.16610.
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The activities of Corporate Social Responsibility has become a liability for the company. Inaddition to these activities can enhance citra peruahaan and customer loyalty. The last time the development in some of the fast-food restaurant in Indonesia is growing increasingly rapidly, such as in Semarang city McDonalds already held a variety of Corporate Social Responsibility activities. However, there are still customers do not know the activities of Corporate Social Responsibility and corporate image that exists so that the causes of low customer loyalty. This research type is explanatory research with engineering data collection questionnaire with accidental sampling method. Because the number of populations unknown then according to Emory and Cooper (1997) sampled in this study amounts to 100 respondents who is a customer of McDonalds in the city of Semarang. With a test with test validity, reliability, cross-tabulations, coefficient of correlation, simple regression analysis, the determination coefficient, test of significance (t-test), and test results of f. this research concluded that Corporate Social Responsibility a positive and significant effect against the corporate image, Corporate Social Responsibility and positive effect significantly to customer loyalty. Influential positive corporate image against customer loyalty, as well as Corporate Social Responsibility and corporate image effect positive customer loyalty.
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Jati Prabowo, Adityo, und Arifin Sitio. „THE IMPACT OF BRAND IMAGE, SALES PROMOTION, SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION AND ITS IMPLICATIONS ON CUSTOMER LOYALTY AT X DEPARTMENT STORE KOTA KASABLANKA JAKARTA“. Dinasti International Journal of Education Management And Social Science 2, Nr. 2 (19.12.2020): 267–78. http://dx.doi.org/10.31933/dijemss.v2i2.656.
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This research had goal to discover those impact from Brand Image, Sales Promotion, Service Quality on Customer Loyalty with Customer Satisfaction as intervening variable which occured at X Department Store Kota Kasablanka Jakarta. The number of respondents was 100 respondents which obtained by simple random sampling technique. This research used path analysis with assist of IBM SPSS Statistics version 25 program. The results had shown that brand image, sales promotion, service quality had significant positive impact on customer loyalty by customer satisfaction as intervening variable at X Department Store in Kota Kasablanka Jakarta.
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Gürlek, Mert, Ertugrul Düzgün und Selma Meydan Uygur. „How does corporate social responsibility create customer loyalty? The role of corporate image“. Social Responsibility Journal 13, Nr. 3 (07.08.2017): 409–27. http://dx.doi.org/10.1108/srj-10-2016-0177.
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Purpose This paper aims to investigate whether corporate image has a mediating effect on the influence of corporate social responsibility (CSR) on customer loyalty in independent hotels. Design/methodology/approach Data were collected from customers of five-star hotels located in Istanbul in Turkey. The theoretical model was tested with 404 usable data. The results were analyzed by using structural equation modeling (SEM). Findings Findings show that CSR creates customer loyalty partially through corporate image in the independent hotels. In addition, it was found that the hotels included in the study carried out moderate level of CSR activities. Research limitations/implications The research model was tested in independent five-star hotels. Further studies could be carried out using different independent hospitality companies. In addition, the research was conducted on a limited sample, as hotel managers were not willing to allow direct contact with customers. Further studies could be carried out on larger samples. Practical implications This study recommends that independent hotels carry out more CSR activities on social and environmental issues. In addition, direct effect of CSR on customer loyalty is lower than its indirect effect via corporate image. Therefore, if companies desire to create customer loyalty through CSR, they should introduce their CSR activities to customers via communication tools (website, media etc.) Originality/value This study examines CSR in terms of sustainable development in the independent hotels. Furthermore, it explains relationships between CSR and corporate image and customer loyalty through the principle of generalized reciprocity specified in the theory of social change.
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Kumar, Pankaj. „AN EXAMINATION OF THE ANTECEDENTS OF CUSTOMER SATISFACTION, BEHAVIORAL RESPONSE AND INTENTIONS AMONG RETAIL STORE FORMATS“. International Journal of Research -GRANTHAALAYAH 5, Nr. 1 (31.01.2017): 239–57. http://dx.doi.org/10.29121/granthaalayah.v5.i1.2017.1887.
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The purpose of this study is to examine the effect of store image attributes, customer attitude and perceived value on consumers’ satisfaction, behavioral response and intentions and also, the effect of customer satisfaction on behavioral response and loyalty intentions. A structured questionnaire was successfully distributed to 600 respondents, who had made purchases from sixty retail formats operated in Delhi and Gurugram belonging to the domain of Shopping Malls, Hypermarket, Supermarket, Department Stores, Discount stores and Category Killers through systematic stratified sampling for the collection of data. Factor analysis was employed to identify the store image attributes as perceived by retail customers. Multiple regression analysis was conducted to predict customers' satisfaction, behavioral response (word of mouth communication), intention to switch, and customers’ loyalty intention from retail store image attributes, customers’ overall store attitude and perceived customer value, and to predict behavioral response and intentions from customers’ satisfaction. The results of the study showed that customers’ overall store attitude and perceived customer value are significant for all the dependent variables (customers' satisfaction, behavioral response (word of mouth communication), intention to switch, and customers’ loyalty intention), while store image is partially influencing customers’ satisfaction, behavioral response and intentions, furthermore customer satisfaction is significant predictors of customers’ behavioral response and intentions. The implications for marketers and managers have also discussed.
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Rahyuda, I. Ketut, und Ni Putu Cempaka Dharmadewi Atmaja. „PENGARUH KEWAJARAN HARGA, CITRA PERUSAHAAN TERHADAP KEPUASAN DAN LOYALITAS PENGGUNA PENERBANGAN DOMESTIK GIA DI DENPASAR“. EKUITAS (Jurnal Ekonomi dan Keuangan) 15, Nr. 3 (08.02.2017): 370. http://dx.doi.org/10.24034/j25485024.y2011.v15.i3.2301.
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Competition of airline industry in Indonesia is not only due to globalization, but more because customers are increasingly savvy, price conscious and demanding. Garuda Indonesia as the first airline in Indonesia felt the impact of competitive domestic flight services in Indonesia. Currently the market share of Garuda Indonesia for domestic flights in Indonesia get second rank after the Lion Air who earned a market share of 30 percent. Decline in market share caused by the decline in customer satisfaction on Garuda Indonesia that caused by poor corporate image and price unfairness. Of course this is a lesson for Garuda Indonesia to increase customer satisfaction and loyalty through price fairness and corporate image. This study aims to determine the effect of price fairness and corporate image on customer satisfaction and customer loyalty of Garuda Indonesia's customer in Denpasar (Studies on Garuda Indonesia domestic flight services' customers in Denpasar). The population of this study was all Garuda Indonesia domestic flight passengers, while the sample in this study was 140 respondents using purposive sampling technique for sample determination. To answer the research problem and research hypothesis testing the analytical techniques used Structural Equation Modelling (SEM) using AMOS aid 16. The results showed that 1) the price fairness does not affect customer satisfaction, 2) Corporate image affects customer satisfaction, 3) customer satisfaction affects loyalty, 4) the prices fairness has no effect on customer loyalty, 5) corporate image does not affect on customer loyalty and 6) overall, customer satisfaction is the only construct that can affect customer loyalty
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Rahyuda, I. Ketut, und Ni Putu Cempaka Dharmadewi Atmaja. „PENGARUH KEWAJARAN HARGA, CITRA PERUSAHAAN TERHADAP KEPUASAN DAN LOYALITAS PENGGUNA PENERBANGAN DOMESTIK GIA DI DENPASAR“. EKUITAS (Jurnal Ekonomi dan Keuangan) 15, Nr. 3 (25.09.2018): 370–95. http://dx.doi.org/10.24034/j25485024.y2011.v15.i3.374.
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Competition of airline industry in Indonesia is not only due to globalization, but more because customers are increasingly savvy, price conscious and demanding. Garuda Indonesia as the first airline in Indonesia felt the impact of competitive domestic flight services in Indonesia. Currently the market share of Garuda Indonesia for domestic flights in Indonesia get second rank after the Lion Air who earned a market share of 30 percent. Decline in market share caused by the decline in customer satisfaction on Garuda Indonesia that caused by poor corporate image and price unfairness. Of course this is a lesson for Garuda Indonesia to increase customer satisfaction and loyalty through price fairness and corporate image. This study aims to determine the effect of price fairness and corporate image on customer satisfaction and customer loyalty of Garuda Indonesia's customer in Denpasar (Studies on Garuda Indonesia domestic flight services' customers in Denpasar). The population of this study was all Garuda Indonesia domestic flight passengers, while the sample in this study was 140 respondents using purposive sampling technique for sample determination. To answer the research problem and research hypothesis testing the analytical techniques used Structural Equation Modelling (SEM) using AMOS aid 16. The results showed that 1) the price fairness does not affect customer satisfaction, 2) Corporate image affects customer satisfaction, 3) customer satisfaction affects loyalty, 4) the prices fairness has no effect on customer loyalty, 5) corporate image does not affect on customer loyalty and 6) overall, customer satisfaction is the only construct that can affect customer loyalty.
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TAMIA, MEGI, und WIBISONO SOEDIONO. „SERVICE QUALITY, CUSTOMER SERVICE QUALITY, CUSTOMER SATISFACTION, DAN CORPORATE IMAGE TERHADAP CUSTOMER LOYALTY PADA KLINIK KECANTIKAN DI JAKARTA“. Media Bisnis 11, Nr. 2 (01.12.2020): 163–70. http://dx.doi.org/10.34208/mb.v11i2.941.
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The purpose of this research to aware of the influence of service quality, customer satisfaction, and corporate image, toward customer loyalty on klinik kecantikan erha skin care at Jakarta. This study using regression analysis to analyse data. The research has 100 sample on klinik kecantikan erha skin care. Research used purposive sampling method to determine this study. This study found that service quality, customer satisfaction and corporate image good effect on customer loyalty on klinik kecantikan erha skin care in Jakarta.
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Winarno, Slamet Heri, Aloysius Rangga Aditya Nalendra und Bryan Givan. „The Effect of Service Quality, Corporate Image, and Price Perceived in Creating Customer Satisfaction and Loyalty on Education Business“. Esensi: Jurnal Bisnis dan Manajemen 10, Nr. 1 (24.12.2020): 45–56. http://dx.doi.org/10.15408/ess.v10i1.14468.
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Competition in business services, especially education services show a trend that increasingly tight nowadays. Each school is required to be able to create a level of satisfaction and loyalty for its service users. This study was conducted to determine the effect of service quality, corporate image and price perception in creating customer satisfaction and loyalty. In this study using 173 respondents as a sample by using the method of saturated sampling. This research is a quantitative research using the observation method, interview, and spreading of the questionnaire. The analysis technique used is Structural Equation Modeling (SEM) with the path diagram. Variables used include quality of service (X1), corporate image (X2), price perception (X3), customer satisfaction (Y1) and customer loyalty (Y2). The results showed that customer satisfaction is influenced by corporate image and price perception of 18.4% while customer loyalty is influenced by price perception and customer satisfaction of 60.5%. This suggests that service quality is not always a decisive factor in customer satisfaction and loyalty.
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Rahayu, Hastuti Sri, Paham Ginting und Beby Karina Fawzeea. „The Influence of Service Quality and Company Image to Customer Loyalty through Corporate Customer Satisfaction on XXX Group“. International Journal of Research and Review 8, Nr. 8 (17.08.2021): 207–13. http://dx.doi.org/10.52403/ijrr.20210829.
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To increase economic growth through infrastructure development in Indonesia, the Government is accelerating projects that are considered strategic and have high urgency to be realized in a short period. XXX Group which is one of the large cement companies in Indonesia is a great opportunity because PSN will use a large amount of cement in its work. But XXX Group is not alone in the cement market, many competitors compete to get PSN (Project National Stategic), so each company uses a surefire strategy in marketing its products both in terms of service quality and by improving the company's image in the eyes of customers so that customers are satisfied with XXX Group and will increase customer loyalty. The purpose of this research is to know and analyze the influence of service quality and company image directly on customer loyalty and the indirect influence of service quality and company image on customer loyalty through customer satisfaction at XXX Group. The type of data used is quantitative in the form of primary and secondary data. The population of this study is a company that makes purchases as many as 42 projects and the sample recall used is a saturated sample so that all populations are used into samples. The data analysis method used is to use the structural equation model by using Smart PLS 3.0 program. The results showed the quality of service has a positive and significant effect on customer loyalty, the company's image has a positive and significant effect on customer loyalty. The quality of service has a positive and significant effect on customer satisfaction, the image has a positive and significant effect on customer satisfaction. Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction mediates the influence of service quality and company image in shaping customer loyalty. Coefficient of determining the influence of service quality and company image on customer loyalty (R2) by 97.6% and coefficient of determining the influence of service quality and company image on customer loyalty through customer satisfaction (R2) by 99.0% Keywords: Service Quality, Company Image, Customer Satisfaction, Customer Loyalty.
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Palevi, Reza, Luh Gede Leli Kusuma Dewi und Putu Agus Wikanatha Sagita. „PENGARUH BRAND IMAGE TERHADAP LOYALITAS PELANGGAN DI TOKO OLEH-OLEH MALANG STRUDEL“. Jurnal IPTA 6, Nr. 1 (24.07.2018): 70. http://dx.doi.org/10.24843/ipta.2018.v06.i01.p07.
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This study aims to determine the effect of brand image to customer loyalty in Malang Strudel Souvenir Store. The rapid development of Malang Strudel is the foundation of this research. In this study, the customer is tourist who visiting Malang and shopping for souvenirs at Malang Strudel Souvenir Store. This research uses quantitative descriptive data analysis technique using SPSS ver. 20 for Windows. Data were collected by distributing questionnaires to 166 respondents.This research is quantitative research using reliability test method, validity test, classic assumption test, correlation analysis, coefficient determination test, multiple linear regression analysis, t test, and f test. The variables used in this research are the strength of brand association (X1), uniqueness of brand association (X2), brand association advantage (X3) as independent variable and Customer Loyalty (Y) as dependent variable.The result of this research is strength of brand association (X1) and favorability of brand association (X3) have positive and significant influence, while uniqueness of brand association (X2) has positive and insignificant effect. Simultaneously, strength of brand association (X1), uniqueness of brand association (X2), and favorability of brand association (X3) that make up the brand image, have an impact on customer loyalty. A total of 54.1% of customer loyalty can be explained by variable strength, uniqueness, and favorability. While the rest of 45.9% customer loyalty can be explained by other variables that have not been studied in this research.
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Tu, Yu-Te, und Yu-Yi Chang . „Customer Commitment as a Mediating Variable between Corporate Brand Image and Customer Loyalty“. Journal of Education and Vocational Research 5, Nr. 1 (30.03.2014): 17–27. http://dx.doi.org/10.22610/jevr.v5i1.148.
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Research has shown that corporate image is an important determinant of customer loyalty. Having a positive corporate brand image helps companies achieve performance goals, such as higher sales, whereas having a poor brand image can be disastrous because it can cause companies to lose customers. A strong brand with high equity will have a large number of committed customers, many of whom will have frequent and ongoing interaction and communication with the company owning the brand. Customer commitment to a brand stems from trust in the brand, shared values with the company owning the brand, and a belief that it would be difficult to find other brands that could provide same value. Customer loyalty also encourages companies to cooperate with their business partners to preserve their investment in the business relationship. Committed customers have a more positive impression of their relationship with the company and indicate strong intentions to remain in the relationship. The researchers conducted a survey among respondents from the automobile sector in Taiwan, and obtained 170 usable responses. The researchers designed the questionnaires to analyze normality, convergent, and discriminant validities by using the structural equation model of PASW 18 and AMOS 18.0. The research found that commitment is a partial mediator between corporate brand image and customer loyalty. Future studies might measure other dimensions to test their mediating effect on customer loyalty, and these studies might use different designs to examine the mediator effect posited by various theories, such as trust added, to explore other determinants of loyalty. Such research can inform decisions made to increase and maintain long-term customer satisfaction.
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Milana, Annisa, Musa Hubeis und Euis Sunarti. „Model Promosi Penjualan dan Citra Perusahaan dalam Pengembangan Loyalitas Nasabah PT Bank Negara Indonesia (Persero) Tbk. Kantor Cabang Utama Tebet“. MANAJEMEN IKM: Jurnal Manajemen Pengembangan Industri Kecil Menengah 9, Nr. 2 (02.12.2014): 213–20. http://dx.doi.org/10.29244/mikm.9.2.213-220.
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The commercial banks in Indonesia are currently operating in a more dynamic business environment than before. In the modern competitive environment banks create the value generally using the relational capital. Thus, customer loyalty is the most vital component for bank success in a market. The purpose of the paper is to analyze the effect of sales promotion and corporate image on customer loyalty. To achieve this goal, 80 customers of BNI Taplus account holders of PT BNI (Persero) Tbk. Tebet Main Branch Office were surveyed. Multiple linear regressions technique was used to assess the effect of among the variables under investigation. The findings of this study have shown significant relationships effect of among the sales promotion, corporate image and customer loyalty. Customer loyalty can, therefore, be generated through effective sales promotion and high corporate image.
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de Leaniz, Patricia Martínez García, und Ignacio Rodríguez del Bosque Rodríguez. „Corporate Image and Reputation as Drivers of Customer Loyalty“. Corporate Reputation Review 19, Nr. 2 (April 2016): 166–78. http://dx.doi.org/10.1057/crr.2016.2.
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Mardiana, Fera, und Rose Rahmidani. „Pengaruh Harga, Kepercayaan dan Citra Perusahaan Terhadap Loyalitas Pelanggan Perusahaan Otobus Kurnia (PO. Kurnia) Rute Padang-Medan“. Jurnal Ecogen 3, Nr. 2 (05.06.2020): 232. http://dx.doi.org/10.24036/jmpe.v3i2.8805.
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This study aims to determine the effect of price, trust and corporate image on customer loyalty of the Kurnia otobus (PO. Kurnia) company in the Padang-Medan route. This type of research is causative. The population in this study were all PO service users (passengers). Kurnia Padang-Medan route. Samples were taken using the Slovin formula with 100 respondents and selected by purposive sampling technique. The type of data used in this study is primary data obtained through distributing questionnaires to Kurnia bus passengers with predetermined criteria. The analytical method used is multiple regression analysis using SPSS version 20. The results of this study indicate that: (1) price, trust, company image have a positive and significant effect on customer loyalty (2) price has a positive and significant effect on customer loyalty (3) trust positive and significant effect on customer loyalty (4) company image positive and significant effect on customer loyalty.Keywords: price, trust, corporate image, customer loyalty
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Demirtas, Banu Kulter. „The Antecedents of Store Image and Customer Satisfaction“. International Journal of Research in Business and Social Science (2147-4478) 3, Nr. 3 (22.07.2014): 48–62. http://dx.doi.org/10.20525/ijrbs.v3i3.109.
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Definition of store image is argued to be useful if it predicts phenomena such as satisfaction, loyalty, customer retention and other attitudinal and behavioral outcomes. Previous researches show that customers are affected by the store attributes and consider them to assess perceived benefits and attitudes. One of the biggest challenges for companies is to build a positive image. Knowing the alternatives which could be used to form a positive image is an important issue. A positive image which is created in the customer’s mind about store is seen to have a strong and positive influence on satisfaction. A satisfied customer is likely to be loyal to the store. Therefore, image and customer satisfaction gain importance in the stores which aim to survive. This study focuses on store image, customer satisfaction and the relationship between them. The study primarily explains these two concepts, and then provides a literature review on the researches related with them. The study presents researches in which store image and customer satisfaction are separately discussed, thus it also shows other variables which can be influential on these concepts. Implications for both store image theory and practices are discussed. The literature review reveals that store image plays an important role in customer satisfaction. Since most of the studies in literature are based on retail industry, in this study ‘store’ concept mostly refers to ‘retail store’.
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Lestiani, Dewi Indra, Syamsul Bachri Daeng Parani und Elimawaty Rombe. „PENGARUH CITRA MEREK TERHADAP LOYALITAS NASABAH PADA PT. BRI UNIT BUMI NYIUR“. Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT) 3, Nr. 3 (31.07.2020): 249–56. http://dx.doi.org/10.22487/jimut.v3i3.92.
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This study aims to analyze the influence of: (1) brand image, consisting of corporate image, customer image, and product image on customer loyalty at PT. BRI Unit Bumi Nyiur Palu. (2) corporate image on customer loyalty at PT. BRI Unit Bumi Nyiur of Palu. (3) customer image on customer loyalty at PT. BRI Unit Bumi Nyiur of Palu. (4) product image on customer loyalty at PT. BRI Unit Bumi Nyiur of Palu. Type of study is causal descriptive. Population includes customers at PT. BRI Unit Bumi Nyiur of Palu. Sampling technique is purposive sampling, with 100 respondents as samples. Method of analysis is multiple regression analysis. The results show that (1) brand image consisting of corporate image, customer image, and product image simultaneously have significant influence on customer loyalty at PT. BRI Unit Bumi Nyiur of Palu (2) Corporate image has a significant influence on customer loyalty at PT. BRI Unit Bumi Nyiur of Palu, (3) customer image has a significant influence on customer loyalty at PT. BRI Unit Bumi Nyiur of Palu, (4) product image significantly influences customer loyalty at PT. BRI Unit Bumi Nyiur of Palu. Penelitian ini bertujuan untuk menganalisa: (1) pengaruh citra merek yang terdiri dari citra perusahaan, citra konsumen, dan citra produk terhadap loyalitas nasabah pada PT. BRI Unit Bumi Nyiur Palu. (2) pengaruh citra perusahaan terhadap loyalitas nasabah pada PT. BRI Unit Bumi Nyiur Palu. (3) pengaruh citra konsumen terhadap loyalitas nasabah pada PT. BRI Unit Bumi Nyiur Palu. (4) pengaruh citra produk terhadap loyalitas nasabah pada PT. BRI Unit Bumi Nyiur Palu. Jenis penelitian yang digunakan adalah Deskriptif Kausal. Populasi dalam penelitian ini adalah masyarakat Kota Palu yang merupakan nasabah pada PT. BRI Unit Bumi Nyiur Palu. Teknik penarikan sampel menggunakan purposive sampling, dengan jumlah sampel sebanyak 100 responden. Metode analisis menggunakan analisis regresi berganda. Hasil penelitian menunjukkan bahwa (1) Citra merek yang terdiri dari citra perusahaan, citra konsumen, dan citra produk, berpengaruh signifikan terhadap loyalitas nasabah pada PT. BRI Unit Bumi Nyiur Palu (2) Citra perusahaan berpengaruh signifikan terhadap loyalitas nasabah pada PT. BRI Unit Bumi Nyiur Palu, (3) Citra kosumen berpengaruh signifikan terhadap loyalitas nasabah pada PT. BRI Unit Bumi Nyiur Palu, (4) Citra produk berpengaruh signifikan terhadap loyalitas nasabah pada PT. BRI Unit Bumi Nyiur Palu.
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Florêncio, Juliana Cristina Fornabaio, Eduardo Eugênio Spers, Hermes Moretti Ribeiro da Silva und Nadia Kassouf Pizzinatto. „Segmentação de mercado e dimensões do store equity: um estudo no varejo da construção civil“. Revista de Administração da UFSM 13, Nr. 1 (29.03.2020): 125. http://dx.doi.org/10.5902/1983465921499.
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This study has its bases on the concept of store equity developed by Hartman and Spiro (2005) and in the empirical model of Teixeira, Oliveira and Pires (2006), which identifies four dimensions: loyalty, memory, quality and image. The objective was to apply and test the dimensions of the model in four distinct retail brands of the building and construction segment of São Paulo, compare their store equity and segment the consumers. In each store (160 total), forty interviews were conducted. By exploratory factor analysis, it was possible to observe five dimensions related to the store equity construct: loyalty, store image, customer satisfaction, and customer care and service conformity. Through cluster analysis, respondents were classified into three different groups of consumers according to the five dimensions identified and received the categories of Unprepared, Demanding and Accustomed. Theoretical and managerial implications reinforce the possibility of applying the store equity as a customer segmentation variable in the construction retail segment.
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Hsu, Shu-Ling. „The Effects of Corporate Social Responsibility on Corporate Image, Customer Satisfaction and Customer Loyalty: An Empirical Study on the Telecommunication Industry“. International Journal of Social Sciences and Humanities Invention 5, Nr. 5 (19.05.2018): 4693–703. http://dx.doi.org/10.18535/ijsshi/v5i5.08.
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The government requires enterprises to have adequate corporate social responsibility (CSR) and as such must prepare CSR reports to detail the avoidance of improperly obtained profits. Selling price is no longer the sole factor of purchase behavior to ensure that customers acquire better goods and a higher quality of service. The corporate image of enterprises within an industry has become the key factor of purchase behavior. Therefore, the implementation of CSR will not only affect corporate image, but also affect customer satisfaction and loyalty.
This paper attempts to investigate whether or not CSR serves to enhance corporate image, customer satisfaction and loyalty in the telecommunication industry. After the questionnaire process was completed, regression studies were used to test the hypotheses. The results show that the implementation of CSR in the telecommunication industry has a positive impact on corporate image, customer satisfaction and loyalty.
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Adria, Nada Nabigha, und Niken Febrina Ernungtyas. „Citra Perusahaan Traveloka Terhadap Kepuasan dan Loyalitas Pelanggan“. Ganaya : Jurnal Ilmu Sosial dan Humaniora 3, Nr. 1 (17.03.2020): 75–84. http://dx.doi.org/10.37329/ganaya.v3i1.423.
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This article discusses the impact of company image, customer satisfaction on customer loyalty in travel agents. A corporate image model, customer satisfaction. customer loyalty is developed and tested. Direct and indirect relationship between three variables. The key implication for travel agents is to build strong emotional ties with customers and enhance the company's image through trust and service delivery. Therefore, understanding is very important to examine, this research aims to understand how the company's image potential in increasing customer satisfaction and loyalty. This study uses a quantitative method by distributing questionnaires to 76 respondents. Data processing is done by ssps. The results of the study show that company image and customer satisfaction can increase customer loyalty.
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Saputra, I. Made Deddy, und I. Nyoman Nurcaya. „PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH MELALUI CITRA PERUSAHAAN SEBAGAI VARIABEL MEDIASI“. E-Jurnal Manajemen Universitas Udayana 7, Nr. 12 (08.08.2018): 6675. http://dx.doi.org/10.24843/ejmunud.2018.v07.i12.p11.
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Customer satisfaction is an important element in determining and maintaining and growing the company. To be able to develop loyalty among its customers, banks need to know what factors influence loyalty and assess their performance in these factors. This research was conducted at PT. BPR Bali Dananiaga Denpasar. The number of respondents of this study were 117 respondents. Data collection is done through observation, interview and questionnaire. This research uses instrument test by using path analysis technique. Based on the analysis result found that service quality variable have positive and significant effect to company image. Quality of service has a positive and significant impact on customer loyalty. So the better the service quality of PT. BPR Bali Dananiaga, it will increase customer loyalty in PT. BPR Bali Dananiaga in Denpasar City. Corporate image has a positive and significant impact on customer loyalty. Corporate image proved able to mediate positively and significantly influence between service quality to customer loyalty.
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Moorthy, Krishna, Loh Chun T’ing, Seow Ai Na, Chew Tze Ching, Lee Yuin Loong, Lim Sze Xian und Teoh Wei Ling. „Corporate image no longer leads to customer satisfaction and loyalty: a Malaysian perspective“. International Journal of Law and Management 60, Nr. 4 (09.07.2018): 934–52. http://dx.doi.org/10.1108/ijlma-04-2017-0082.
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Purpose This paper aims to study the factors that influence customer loyalty toward the internet service providers in Malaysia. The five factors used are corporate image, perceived quality, perceived value, price fairness and promotion. The mediating variable of this study is customer satisfaction, while customer loyalty is the study variable. Design/methodology/approach The primary data collection has been done by distributing survey questionnaires to 338 internet users in Malaysia. The data collected have been analyzed with SAS software. Findings The results showed that perceived quality has the strongest influence on customer satisfaction toward internet service providers in Malaysia. However, corporate image has no relationship with customer satisfaction toward internet service providers in Malaysia. Furthermore, customer satisfaction has a significant and positive relationship to customer loyalty toward the internet service providers in Malaysia. Originality/value European Customer Satisfaction Index has been adopted and combined with price fairness and promotion as a new research model that other researchers may look into it further. This research may also serve as a guide to internet service providers as they may learn about the underlying factors that affect the satisfaction and loyalty of customers and which factor has the strongest impact.
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Jong-Ho Kim, Song,In-Ahm und 황희중. „ffecting Customer Loyalty by Improving Corporate Image and Customer Value through Corporate Social Responsibility Activities“. Journal of Distribution Science 12, Nr. 8 (August 2014): 31–42. http://dx.doi.org/10.15722/jds.12.8.201408.31.
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Khan, Bareerah, und Muhammad Rizwan. „Factors Contributing to Customer Loyalty in Commercial Banking“. International Journal of Accounting and Financial Reporting 1, Nr. 1 (19.10.2014): 413. http://dx.doi.org/10.5296/ijafr.v4i2.6537.
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Customer Loyalty has been realized as a significant aspect in the establishment and maintenance of competitive edge in services sectors. Firm’s performance is positively affected with customer loyalty. Customer Loyalty not only increases the business value but they also allow it to uphold costs lower than those associated with attracting new customers. Now days, banking sectors are promoting Relational marketing which is beneficial for them to build long-term relationship with their customers. Empirical research of this paper examines the extent to which customer Satisfaction in accordance with Perceived Service quality and Trust, Switching Cost, Corporate Image, Customer Involvement Influence the Customer Loyalty in banking sector. For this analysis, Questionnaires were distributed among 150 people and data were collected from 148 questionnaires selected through non-probability sampling technique. Regression and Correlation techniques were used for the analysis of this study. Findings show that there is a direct positive and significant relationship between Customer Satisfaction together with Perceived Service Quality, Corporate Image, Customer involvement and Customer Loyalty. While, Switching Cost has a positive but insignificant relationship on Customer Loyalty.
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Hasan, Irmayanti, Lailatul Farida und Kholilah Kholilah. „The role of Islamic Corporate Social Responsibility in building corporate image to increase customer loyalty“. Jurnal Ekonomi Modernisasi 17, Nr. 2 (30.06.2021): 83–94. http://dx.doi.org/10.21067/jem.v17i2.5334.
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This research aims to determine the influence of Islamic Corporate Social Responsibility and Corporate Image on Customer Loyalty. The research was conducted by sending questionnaires to sharia banking customers in Malang. There were 100 respondents to the study. This research is quantitative. The analysis technique used is Partial Least Square. The results showed that Islamic Corporate Social Responsibility affects Corporate Image and Customer Loyalty. This study successfully proved that CSR activities carried out by Sharia banking can increase customers' trust in Sharia banking. Besides, the survey results also showed that corporate image could not mediate ICSR's influence on customer loyalty because many customers do not know CSR activities done by Sharia banking. This study's limitations were question items in the questionnaire that did not pass the validity and reality test and a relatively small number of respondents. Further research can use question items that better describe the variables used, and analysis can be done on sharia banking customers throughout Indonesia so that the results can be more generalized.
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Cole, Graham. „Increasing customer loyalty: the impact of corporate social responsibility and corporate image“. Annals in Social Responsibility 3, Nr. 1 (17.07.2017): 59–61. http://dx.doi.org/10.1108/asr-09-2017-0007.
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