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Hüttel, Björn A., Zelal Ates, Jan Hendrik Schumann, Marion Büttgen, Stephanie Haager, Marcin Komor i Julian Volz. "The influence of customer characteristics on frontline employees’ customer need knowledge". Journal of Services Marketing 33, nr 2 (8.04.2019): 220–32. http://dx.doi.org/10.1108/jsm-11-2017-0367.
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PurposeThis paper aims to investigate the influence of individual customer characteristics on frontline employees’ (FLEs) customer need knowledge (CNK), a construct that objectively measures FLEs’ ability to accurately identify a given customer’s hierarchy of needs.Design/methodology/approachThe study uses hierarchical data involving the customer and bank advisor levels in the banking sector of three European countries. The matched sample consisted of 1,166 customers and 332 employees. To account for the nested structure of the data, the study used hierarchical linear modeling (HLM) using HLM software.FindingsThe results show that customers’ financial experience and risk aversion positively influence CNK and customer-perceived responsibility for the service outcome negatively impacts CNK. The results further show the impact of individual customer cultural values on CNK, which can be influenced by customer-oriented employee training. Cross-level interaction effects indicate that training measures can reverse negative influences of customers’ high power distance and uncertainty avoidance on CNK, whereas for customers characterized by high long-term orientations, training measures can backfire.Originality/valueThis study contributes to research on the antecedents of FLEs’ CNK by examining the currently overlooked influence of individual customer characteristics that are pertinent to the employee–customer interaction process. The study reveals customer characteristics as a new area of antecedents influencing FLEs’ accurate perceptions of customer needs.
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Curth, Susanne, Sebastian Uhrich i Martin Benkenstein. "How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior". Journal of Services Marketing 28, nr 2 (6.05.2014): 147–58. http://dx.doi.org/10.1108/jsm-08-2012-0145.
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Purpose – The purpose of this paper is to analyze how affective commitment to fellow customers influences a customer's affective commitment to the service provider and customer citizenship behavior (CCB). In addition, the paper seeks to examine the moderating role of a customer's calculative commitment to the service organization. Design/methodology/approach – The study used a large-scale survey among customers of a health club and a scenario-based experiment to test the hypotheses. Findings – Both empirical studies provide evidence that affective commitment to fellow customers has positive consequences for the customer-firm-relationship. The findings suggest that commitment to fellow customers and commitment to the service organization influence very specific facets of customer citizenship behavior. In addition, the study found preliminary support for the moderating role of calculative commitment. Affective commitment to fellow customers showed the strongest effect on affective commitment to the provider in customer-firm relationships characterized by high (versus low) calculative commitment. Practical implications – The results of this research have a number of managerial implications. This study suggests measures to strengthen customer-firm-relationships, e.g. generating intensive exchange among customers or attraction of consumer pairs. Providing customers with platforms of valuable relationships to multiplex ties can be a competitive advantage for service providers. Originality/value – This article is the first that highlights the role of other customers as a target of customer commitment and how this commitment affects both the customer's relationship to the service provider and his or her customer citizenship behavior. The present study therefore broadens our knowledge of how bonding among customers influences consumer behavior in service settings.
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Colm, Laura, Andrea Ordanini i A. Parasuraman. "When Service Customers Do Not Consume in Isolation". Journal of Service Research 20, nr 3 (24.01.2017): 223–39. http://dx.doi.org/10.1177/1094670517690025.
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In many service contexts, customers share the service setting with other customers. However, knowledge about the influences of fellow customers’ copresence remains largely fragmented. We address this deficiency by introducing the integrative concept of customer copresence influence modes (CCIMs) and investigate its potential consequences for service perceptions and evaluations. Following a grounded theory approach and drawing on in-depth, qualitative interviews with both managers and customers of a leading service company, we develop a typology of CCIMs, categorizing the various ways— interactions (reactive/proactive and social/instrumental), observations (information-seeking/comparative), and spillovers (spatial/behavioral)—in which fellow customers might influence the focal customer. Building on this typology, we propose a conceptual framework with a set of testable propositions about consequences of CCIMs for the focal customer’s service experience and the service provider’s image. The CCIM typology and propositional inventory, in addition to offering directions for further research, emphasize the need for service managers to pay special attention to customer copresence because (1) its influence on service experience is contingent on a variety of factors, including some within the managers’ control, and (2) customers might assign responsibility to the service provider for both desirable and detrimental effects of customer copresence.
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Holmqvist, Jonas, Duncan Guest i Christian Grönroos. "The role of psychological distance in value creation". Management Decision 53, nr 7 (17.08.2015): 1430–51. http://dx.doi.org/10.1108/md-06-2014-0335.
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Purpose – The field of service research has devoted considerable attention to the customer’s role as value creator, but there is a lack of research on understanding customers’ psychological processes in value creation. The purpose of this paper is to highlight the importance of psychological distance in value-creation processes. Psychological distance is the customer’s perceived distance from service interactions in terms of spatial distance, temporal distance, social distance and hypothetical distance. Critically, psychological distance influences cognitive processes and can influence how customers think and feel about the service interaction. An appreciation of psychological distance within service contexts can help managers to tailor the interaction in order to facilitate value creation. Design/methodology/approach – In this conceptual paper, the authors build on psychology research and service research to develop seven propositions that explore how psychological distance can operate within service interactions and how this might influence value creation. Findings – The authors divide the propositions into three sections. The first concerns how perceived psychological distance from the service interaction can act as a barrier to entering a service interaction. In particular, the authors consider the influence of social distance and spatial distance within the context of service interactions. The second section examines how psychological distance to the expected point of service use can influence how customers construe the service and the value creation. The third aspect addresses customer-specific characteristics that can impact on value creation by influencing perceived psychological distance toward the service. Research limitations/implications – Existing research suggests that customers ultimately decide if value is created in the interaction. This paper proposes that perceived psychological distance influences customers’ value creation by examining the service interaction from the customer perspective. The authors suggest that complex context-specific features of the service interaction can be understood by considering psychological distance from the service interaction and from the service itself and evaluating how this impacts on value-creation processes. Practical implications – From a practical point of view, the paper helps managers to better understand how to manage the service interaction with customers by identifying psychological antecedents of customer value creation. Originality/value – The paper introduces the notion of psychological distance into service research about value, proposing that the customer’s role in creating value in interactions with the service provider is influenced by the psychological distance to the interaction and to the service offered in this interaction.
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Santos Branca, Sanzinha dos, Luh Komang Chandra Dewi i Augusto da Conceição Soares. "The Effect Of Innovation Product, Service Quality To Customer Satisfaction And Customer Loyalty Of Banco Nacional De Comercio Timor-Leste/BNCTL Dili". ABM : International Journal of Administration, Business and Management 2, nr 2 (7.12.2020): 149–68. http://dx.doi.org/10.31967/abm.v2i2.396.
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The objective of this thesis is to analyze and explain: 1) The effect of product innovation to customers’ satisfaction, 2) The effect of services quality to customers’ satisfaction, 3) The effect of products’ innovation to customers’ loyalty. 4) The effect of services quality to customers’ Loyalty. And 5) The Effect of customers’ satisfaction to customers’ loyalty. The data collection in this research through distribution of questioner to customers of BNCTL Bank in Dili. The sampling technique used is non-probability sampling with purposive sampling technique, total of 80 respondents were chosen. The data is analyzed by using descriptive statistic and inferential in path analysis With SMARTPLS. The result of the research shows that innovation product and service quality have positive and significant influence to customer satisfaction and customer’s loyalty of Bank BCNTL in Dili. In addition, customer satisfaction have positive and significant influences to customer’s loyalty. Therefore, the more BNCTL banks sold their innovating products according to the needs and desires of customers by paying attention to the three indicators, the customer satisfaction and loyalty will also increase. In addition, the better quality of service received by the customer, it will further increase the satisfaction and loyalty of customers of the BNCTL bank in Dili. Therefore, it is hoped that the bank will always pay attention to product innovations that are in accordance with the needs and desires of customers So that satisfaction and loyalty are also increases.
Keywords: Product Innovation, Service of quality, Satisfaction and Customer Loyalty.
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Septyarini, Dewi Nur, Gusti Noorlitaria Achmad i Adjie Sofyan. "THE EFFECT OF SENSORY STIMULI ON INCREASING CUSTOMER SATISFACTION AND CUSTOMER ADVOCACY BANKALTIMTARA USING THE Stimulus ORGANISM RESPONSE (SOR) MODEL". International Journal of Economics, Business and Accounting Research (IJEBAR) 6, nr 2 (24.06.2022): 752. http://dx.doi.org/10.29040/ijebar.v6i2.5032.
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Abstract: The purpose of this study is to prove that the Bankaltimtara website stimuli have an effect on the affective state of its customers, to prove that the Bankaltimtara's servicescape stimuli have an effect on the customer's affective state, to prove that the customer's affective state has an effect on increasing bankaltimtara's customer satisfaction. , to prove the affective state of customers mediating the influence of website stimuli on increasing customer satisfaction bankaltimtara, to prove the affective state of customers mediating the influence of website stimuli on increasing customer advocacy behavior bankaltimtara, to prove the affective state of customers mediating the effect of servicescape stimuli on increasing customer satisfaction bankaltimtara, to prove the situation customer affective mediates the effect of servicescape stimuli on increasing customer advocacy behavior ur bankaltimtara. This type of research uses survey research with a causative approach which aims to explain the causal relationship between two or more observed variables through hypothesis testing so that conclusions can be drawn. the population in this study were customers of conventional bankaltimtara savings. with Partial Least Square (PLS) program in data processing. the results of this study indicate that website stimuli have a positive and significant direct effect on the affective state of bankaltimtara customers, servicescape stimuli have a direct positive and significant effect on the affective state of bankaltimtara customers, affective state has a direct positive and significant effect on customer satisfaction bankaltimtara.
Keywords: Effect Of Sensory Stimuli, Increasing Customer Satisfaction, Customer Advocacy, Stimulus Organism Response (SOR) Model, Bankaltimtara
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Yadav, Brijesh Kumar, i Abhijeet Singh. "Analyzing the Influence of Customer Relationship Management on Firm Performance". International Journal of Customer Relationship Marketing and Management 5, nr 3 (lipiec 2014): 69–97. http://dx.doi.org/10.4018/ijcrmm.2014070105.
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Today, companies have come to realize that customers are the foundation of a business and effective relationship management is indispensible for the success of an organisation. Hence, one of the most important objectives of a company is to satisfy its customers as they are the backbone and keep a business running. Moreover, it is being witnessed that customer's needs and buying behaviour have changed considerably. In order to meet ever changing demands, organisations need to adopt customer oriented marketing strategies to gain competitive advantage. Since customers nowadays are becoming more price sensitive and shift loyalty frequently in terms of selecting products and services of any company, it has become very difficult to retain them. As a result, emphasis on long term relationships with customers has gained momentum in businesses. The goal of the present study is to expand the study of customer relationship management (CRM) by investigating the association of dimensions of CRM and organizational performance. The study extends customer relationship management to the hotel industry context. It explores a set of CRM dimensions or constructs that are important for implementing CRM in hotel industry in Indian perspective.
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Lisovskaya, Ekaterina, Ekaterina Fedorova, Radmir Salimzyanov i Svetlana Moiseeva. "Resource Retrial Queue with Two Orbits and Negative Customers". Mathematics 10, nr 3 (20.01.2022): 321. http://dx.doi.org/10.3390/math10030321.
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In this paper, a multi-server retrial queue with two orbits is considered. There are two arrival processes of positive customers (with two types of customers) and one process of negative customers. Every positive customer requires some amount of resource whose total capacity is limited in the system. The service time does not depend on the customer’s resource requirement and is exponentially distributed with parameters depending on the customer’s type. If there is not enough amount of resource for the arriving customer, the customer goes to one of the two orbits, according to his type. The duration of the customer delay in the orbit is exponentially distributed. A negative customer removes all the customers that are served during his arrival and leaves the system. The objects of the study are the number of customers in each orbit and the number of customers of each type being served in the stationary regime. The method of asymptotic analysis under the long delay of the customers in the orbits is applied for the study. Numerical analysis of the obtained results is performed to show the influence of the system parameters on its performance measures.
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FIRMANSYAH, Bertoto Eka, i Budhi HARYANTO. "THE STRATEGY FOR IMPROVING THE CUSTOMERS LOYALTY OF KAI AGRO PARAHYANGAN". Modern Management Review 26, nr 3 (29.09.2021): 69–78. http://dx.doi.org/10.7862/rz.2021.mmr.18.
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Purpose: This study aims to find out about the influence of price fairness and service quality toward customers’ satisfaction and loyalty, along with its indirect relationship on customers’ loyalty. This study focuses on the customers of Indonesian Railways Company/KAI especially the passenger of Argo Parahyangan with Jakarta – Bandung route through Gambir Station. Methodology: This study used a descriptive qualitative methodology, applying Square Equation Model (SEM) in analyzing the data. The sample is taken from 254 customers who use KAI Agro Parahyangan. Result: The results showed that full mediation on price fairness variable has no significant influence toward the customers’ satisfaction. Meanwhile, for the variable of service quality has significant and positive influence on customers’ satisfaction. But, both price fairness and service quality are having significant relationship toward customer’s loyalty. Conclusion: Therefore, in conclusion, customer’s loyalty is influenced by the customer’s satisfaction.
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Hilda Zannuba, Silvanda, i Dian Prawitasari. "PENGARUH GAYA HIDUP DAN KUALITAS PELAYANAN MELALUI KEPUASAN KONSUMEN TERHADAP MINAT BELI ULANG". Jurnal Fokus Manajemen Bisnis 12, nr 2 (23.10.2022): 176–93. http://dx.doi.org/10.12928/fokus.v12i2.6640.
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The purpose of this study is to analyze the mediating role of customer satisfaction in the relationship between a customer's lifestyle and service quality to repurchase intention. The population in this study were the customers of Hijablogue Boutique in Brebes Regency with a number of samples of 100 customers. The sampling technique used in this study is purposive sampling. The collected data were analyzed with Multiple Linear Regression Analysis. The results of the study indicate that lifestyle and service quality has a positive influence on customer satisfaction. Lifestyle, service quality and customer satisfaction have a positive influence on repurchase intention. Lastly, customer satisfaction could mediate the influence of lifestyle and service quality on repurchase intention.
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Puruwita, Dita. "THE INFLUENCE CELLULAR PROVIDER SERVICE QUALITY TOWARDS CUSTOMER LOYALTY INDOSAT IN JAKARTA". Jurnal Pendidikan Ekonomi dan Bisnis (JPEB) 2, nr 2 (31.10.2014): 53. http://dx.doi.org/10.21009/jpeb.002.2.4.
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This research aims are to find out how well the service quality of PT Indosat Jakarta, how loyal are the customers, and how far the effect of the service quality toward the customers loyalty Indosat in Jakarta. The category of this research are descriptive and verification with surveys method by using a convenience sampling. The sample sizes is 120 respondents of Indosat customers. Therefore, the data collecting technique used are from secondary data, interview, observation and questionnaires. The result of this research based on hypothetical test indicates that there is a effect between the service quality and the customer loyalty. The conclusion of this research is that the performance of the service quality provided by Indosat is still under the customer expectation. It is suggested to the management of PT. Indosat, to improve and maintain their service quality in the dimension that is regard as important, as well the customer’s loyalty level.
Keywords : Service Quality, Customer Loyalty, Indosat
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Mohamed, Rozita Naina, Anusara Sawangchai, Mohd Saifullah Rusli, Rohani Mohd, Hiran Prasamkam, Nura Lina Md Elias i Ainun Nadzirah Mahmood. "Exploring Purchase Intention using Delivery Services Apps during Covid-19 Pandemic among Malaysian Households". Journal of International Business, Economics and Entrepreneurship 6, nr 2 (29.12.2021): 74. http://dx.doi.org/10.24191/jibe.v6i2.16681.
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Online services of product delivery apps are more critical than ever. The COVID-19 pandemic has irrevocably altered internet purchasing habits. Customers are getting comfortable using the apps for services to order and do the shopping via their smartphone using the apps. The pandemic has quickened the transition to a more digital world. However, the debate remains as to what elements influence customers' purchase intentions toward using Delivery Services Apps (DSA). This research is therefore carried out to examine the key factors affecting the intention of customers to use delivery services apps among household customers in Malaysia during Covid-19 in 2020 to 2021. The research explored the most significant factors that influence the customer purchase intention on using DSA. There are 4 independent variables which we are focusing on: time factor (TF), price factor (PF), and convenience motivation factor (CMF) and product illustration factor (PIF). From the research, we have found out that convenience motivation factor is the most important exogenous variable that can influence purchase intention directly, sequentially through shopping motivations. The other factors that have a significant impact on a customer's purchase intentions are price factor and time factors. The least important factor that influences a customer’s purchase intention is the product illustrations. The study is carried out by gathering responses from over 167 participants in Malaysia. The objective of the study is to examine the use of online delivery services apps (DSA) to run the businesses efficiently and more effectively in order to attract household customer’s purchase intention. The novelty of this study is by giving the strategies and opportunities to the online business entrepreneurs to enhance and boost their sales by using social media as a platform of online delivery services apps to the community.
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Snyder, Hannah, Lars Witell, Mattias Elg i Janet R. McColl-Kennedy. "The influence of place on health-care customer creativity". European Journal of Marketing 53, nr 7 (8.07.2019): 1400–1422. http://dx.doi.org/10.1108/ejm-10-2017-0723.
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Purpose When using a service, customers often develop their own solutions by integrating resources to solve problems and co-create value. Drawing on innovation and creativity literature, this paper aims to investigate the influence of place (the service setting and the customer setting) on customer creativity in a health-care context. Design/methodology/approach In a field study using customer diaries, 200 ideas from orthopedic surgery patients were collected and evaluated by an expert panel using the consensual assessment technique (CAT). Findings Results suggest that place influences customer creativity. In the customer setting, customers generate novel ideas that may improve their clinical health. In the service setting, customers generate ideas that may improve the user value of the service and enhance the customer experience. Customer creativity is influenced by the role the customer adopts in a specific place. In the customer setting customers were more likely to develop ideas involving active customer roles. Interestingly, while health-care customers provided ideas in both settings, contrary to expectation, ideas scored higher on user value in the service setting than in the customer setting. Research limitations/implications This study shows that customer creativity differs in terms of originality, user value and clinical value depending on the place (service setting or customer setting), albeit in one country in a standardized care process. Practical implications The present research puts customer creativity in relation to health-care practices building on an active patient role, suggesting that patients can contribute to the further development of health-care services. Originality/value As the first field study to test the influence of place on customer creativity, this research makes a novel contribution to the growing body of work in customer creativity, showing that different places are more/less favorable for different dimensions of creativity. It also relates customer creativity to health-care practices and highlights that patients are an untapped source of creativity with first-hand knowledge and insights, importantly demonstrating how customers can contribute to the further development of health-care services.
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Seh Tah, Irene, i Awo Kyemenua Darko. "Investigating the Effectiveness of Branding on Customer Loyalty in Some Selected Hotels in Accra, Ghana". Global Journal of Educational Studies 4, nr 2 (21.12.2018): 38. http://dx.doi.org/10.5296/gjes.v4i2.13576.
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The study investigated the effectiveness of branding on customer loyalty in some selected hotels in Accra. In all, 250 questionnaires were administered to the customers and 200 representing 80% were retrieved. Five selected hotels in Accra were used for the research. The study revealed that some hotels apply branding strategies in selling their products while others do not. This was attributed to the fact that managers of those hotels are unaware of the benefits of effective branding strategies. The study also revealed that services that attract customers most to a hotel include front office, food and beverage and housekeeping. From management perspective, it was realized that 40% of customers mostly patronize housekeeping services and 40% also patronize food and beverage services mostly. Finally the study found that, factors such as trust, commitment, high quality services, customer satisfaction and reward programmes influence customer loyalty in the hotel industry. Customer satisfaction appeared to be the major factor that influences customer loyalty in hotels. Hotel managers and employees should therefore maintain a friendly relationship with customers and customer’s needs should constantly be met as this could help to make customers highly satisfied.
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Sindhu, Pranay, i Kumkum Bharti. "The Effects of Atmospherics and Influencers on Purchase Intention in Social Commerce". Journal of Database Management 34, nr 1 (3.02.2023): 1–23. http://dx.doi.org/10.4018/jdm.317222.
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This study uses the approach-avoidance theory to investigate the impact of the atmospherics of a social commerce page, which comprises page aesthetics and page interaction. The study looks at how a digital influencer's perceived influence affects a customer's purchase intention. The research also examines whether perceived risk influences customers' purchase intent. Four hundred twenty-eight customers who had recently engaged with a social commerce page were empirically surveyed using structural equation modeling (SEM). The research shows that page atmospherics and digital influencers do influence a customer's purchase intention through emotions and cognition in social commerce. Emotions and purchase intentions, as well as cognition and purchase intentions, are moderated by perceived risk. The findings have implications for marketers who want to develop customer engagement strategies based on social commerce platforms.
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Yoo, Jaewon, i Todd Arnold. "Frontline employee authenticity and its influence upon adaptive selling outcomes". European Journal of Marketing 53, nr 11 (11.11.2019): 2397–418. http://dx.doi.org/10.1108/ejm-04-2017-0290.
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Purpose Frontline employee authenticity has been investigated in relation to both potentially positive and negative outcomes, but largely from the employee perspective. The current paper aims to investigate frontline authenticity in a sales/service context from the customer perspective, specifically examining the influence of adaptive selling in relation to a customer’s perception of salesperson authenticity. Effects on customer’s perceptions of final benefits and value are examined. Design/methodology/approach Survey data collected from customers of an insurance firm in South Korea were used to investigate the proposed model. Customer perceptions of salesperson adaptive selling, authenticity, key benefits delivered and organizational value provision were all captured. Findings The results suggest that authenticity does indeed positively influence perceptions of beneficial outcomes related to a transaction with a salesperson. These benefits then fully mediate the linkage from adaptive selling to a customer’s perceived value, gained from the salesperson’s organization. Research limitations/implications The collection of data from only the customer’s perspective is both a strength and a weakness. Although all of the key variables investigated are important to evaluate via the lens of the customer, such a data collection always introduces the potential problem of common method bias. Practical implications Managers should be aware of the importance of a salesperson behaving in an authentic manner. Although many frontline contexts have desired and scripted narratives for interacting with customers, deriving key benefits through the customers’ eyes may come more strongly by allowing the frontline employee to act naturally. Originality/value Authenticity has been investigated in managerial and brand contexts, but an understanding of its importance in a frontline context is in its early stages. Similarly, the importance of understanding conditions that moderate the effectiveness of adaptive selling is consistent with calls in the literature.
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Marcal, Agelina Ricardina, Estanislau De Sousa Saldanha i Alvaro Menezes Amaral. "Examining the Structural Relatiosnhips of Product Price, Product Quality and Customer Purchasing Decision". Timor Leste Journal of Business and Management 2 (22.12.2020): 1–9. http://dx.doi.org/10.51703/bm.v2i0.29.
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This research aims to test the influence of price and product quality on customers’ purchasing decision. To this, 105 respondents were used to fill up the questionnaires, Smart-PLS 3.0 was used to analyze and test the hypothesis. The results showed that product price influenced positively and significantly on customers’ purchasing decision, while product quality did not. This research enriches the empirical study on price, product quality, and the customer purchasing decision. At the practical level, the result revealed that corporates should emphasis developing and delivering products meeting the needs of customers in price sensitive market in order to stimulate customer’s purchasing decision and enhance corporate’s market share.
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Afriani, Lita Ningrum, i Hendro Setyono. "PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN CITRA MEREK TERHADAP LOYALITAS NASABAH YANG DIMEDIASI OLEH KEPUASAN NASABAH (Studi pada Nasabah PT. BRI (Persero) Tbk. Yogyakarta)". Jurnal Fokus Manajemen Bisnis 7, nr 2 (13.02.2020): 123. http://dx.doi.org/10.12928/fokus.v7i2.1741.
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For companies, loyal customers mean a lot besides illustrates the amount of profitability obtained by loyal consumers can also show the image or image of the company in the public eye. Loyal customers can become partners in developing new products, because they maintain and defend and even use the services of existing companies. According to Darsono (2004) a loyal customer becomes a valuable asset for the company. Loyal customers will reduce the effort to find new customers, giving positive feedback to the company. Companies must be able to satisfy old customers and create new customers, if you want to win the competition. PT. BRI (Persero) Tbk. Yogyakarta must be able to answer the existing competition challenges. The population in this study are customers of Bank Rakyat Indonesia Yogyakarta and have been customers for at least one year. While the sample in this study is a portion of the number of customers from BRI Bank Yogyakarta. The sampling technique uses accidental sampling and purposive sampling. While the data used in the study are primary data, that is data obtained directly from respondents by the researchers themselves through questionnaires. Analysis tools using multiple linear regression The results of the analysis can be concluded that: Product quality has a significant effect on customer satisfaction. Service quality has a significant effect on customer satisfaction. Brand image does not significantly influence customer satisfaction. Product quality, service quality and brand image together significantly influence customer satisfaction. Product quality does not significantly influence customer loyalty. Service quality has a significant effect on customer loyalty. Brand image does not significantly influence customer loyalty. Product quality, service quality and brand image together significantly influence customer loyalty. Customer satisfaction significantly influences customer loyalty. Customer satisfaction mediates the effect of product quality on customer loyalty. Customer satisfaction does not mediate the effect of service quality on customer loyalty. Customer satisfaction does not mediate the effect of brand image on loyalty the customer.
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Widayanto, Nofa Hari, i Ali Mursid. "Analisis Pengaruh Kualitas Layanan Dan Citra Perusahaan Terhadap Keputusan Mengambil Kredit Produktif Pada Bank Jateng Dengan Kepercayaan Sebagai Variabel Mediasi (Studi Kasus pada Bank Jateng Cabang Pembantu Wanadadi Banjarnegara)". Magisma: Jurnal Ilmiah Ekonomi dan Bisnis 10, nr 2 (20.07.2022): 244–57. http://dx.doi.org/10.35829/magisma.v10i2.232.
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This study intends to analyze how service quality and corporate image influence customer decisions to take productive credit mediated by trust in Bank Jateng Wanadadi Sub-Branch. Productive credit customers were used as the population in this study, which consisted of KLKK (Employee Cooperative Credit Linkage) customers, KWU (Enterprise Credit), KUP (Productive Business Credit), MSME and Cooperative Credit, Extra Credit, Mitra Jateng 25 Credit, and KUR (KUR). Samples were taken through non-probability sampling method using saturated samples. Respondents were 162 customers who were used as samples. Data analysis used SEM analysis, bootstrapping method, and VAF method. The results of the study indicate that (1) the customer's decision to take productive credit at Bank Jateng Wanadadi Sub-Branch is influenced by service quality; (2) the customer's decision to take productive credit at Bank Jateng Wanadadi Sub-Branch is not influenced by the company's image; (3) service quality affects customer trust in Bank Jateng Wanadadi Sub-Branch; (4) corporate image affects customer trust in Bank Jateng Wanadadi Sub-Branch; (5) the customer's decision to take productive credit at Bank Jateng Wanadadi Sub-Branch is influenced by trust; (6) there is a mediating effect of trust on service quality in influencing customer decisions to take productive credit at Bank Jateng Wanadadi Sub-Branch; and (7) there is no mediating effect of trust on company image in influencing customer decisions to take productive credit at Bank Jateng Wanadadi Sub-Branch.
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Dhiwanti, Deani, i Soelaiman Sukmalana. "THE INFLUENCE OF SERVICE QUALITY AND PROMOTION ON CUSTOMER DECISIONS". Jurnal Ekonomi, Bisnis & Entrepreneurship 15, nr 2 (15.10.2021): 69–79. http://dx.doi.org/10.55208/jebe.v15i2.240.
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One of the essential factors in marketing the Islamic banking sector is the customer's decision to save. This study aims to determine the effect of service quality and promotion on customer decisions to save. For this reason, the researcher uses a survey approach to nasals at one of the Islamic banking in Bandung City with 100 customers as respondents. This study uses a descriptive and verification approach to answer the posed problem formulation. The study results indicate that there is a significant effect of service quality and promotion on customer decisions to save. The results of the study recommend promoting through social media such as Instagram Ads, Facebook Ads, and Youtube Ads and increasing QRIS merchants to attract new customers under the age range of 30 years.
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Min, Hyounae (Kelly), i Jeff Joireman. "The influence of customer race on perceived discrimination, anger and coping strategies following subtle degradation of restaurant service". International Journal of Contemporary Hospitality Management 33, nr 3 (19.02.2021): 994–1014. http://dx.doi.org/10.1108/ijchm-09-2020-0975.
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Purpose The purpose of this study is to examine how customer race (Black vs White) influences the extent to which customers attribute an ambiguous service failure (i.e. subtle degradation of service) to discrimination and how perceived discrimination relates to customer anger and on-site coping behaviors (vindictive complaining, problem-solving complaining and avoidance). This study further investigated how customer race affects the strength of relationships among perceived discrimination, anger and these three coping behaviors. Design/methodology/approach This study used a video-based simulation in which participants watched a subtle service failure from the customer’s viewpoint before completing a survey. A total of 421 participants – 210 Blacks and 211 Whites – were recruited through Qualtrics. Multigroup structural equation modeling (SEM) analysis was used to test hypotheses. Findings Compared with White customers, Black customers were more likely to attribute a service failure to discrimination and exhibited a stronger relationship between perceived discrimination and anger. In addition, increasing anger in White customers tended to lead to more active coping strategies (i.e. vindictive complaining, problem-solving complaining). For Black customers, increasing anger tended to lead to vindictive complaining at a similar level to White customers. However, the impact of anger on problem-solving complaining – known to be a more beneficial coping strategy – was stronger among White customers than among Black customers. Practical implications This study advances hospitality practitioners’ understanding of how customers respond on-site to a service failure that can be interpreted as discrimination. The varying effects of race on customer-coping behavior are also identified. In addition, this study offers practical advice to develop organizational strategies to dissuade customers from attributing service failure to discrimination and to respond effectively to customer-coping behaviors. Originality/value Complementing and extending past research documenting the prevalence and causes of racial discrimination in service settings, the present study advances prior work by developing and testing a comprehensive structural model linking race with coping responses via perceived discrimination and anger, and by exploring how race affects the strength of relationships among perceived discrimination, anger and coping strategies.
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Erdis, Cindy, i Michael Du Toit. "Household Life Cycle: The Case Of Customer Satisfaction In Restaurants". International Business & Economics Research Journal (IBER) 13, nr 2 (27.02.2014): 335. http://dx.doi.org/10.19030/iber.v13i2.8450.
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The restaurant industry is rife with customers experiencing unacceptable levels of customer service, resulting in many customers often deciding to take their patronage elsewhere. Marketing researchers have long been investigating the influence of family on customer behaviour and satisfaction, but very limited research has been done on the influence of the family structure on customer satisfaction in restaurants. This article examines the influence of household life cycle on customer satisfaction in selected restaurants in the Tshwane area of Gauteng, South Africa. An empirical study was conducted with the aim of establishing if the stage in the household life cycle of restaurant patrons has an influence on the level of customer satisfaction experienced when visiting restaurants. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, it was found that the stage in the household life cycle of restaurant patrons does indeed have an influence on how satisfied customers were with regard to certain aspects relating to customer service, which in turn influences their overall customer satisfaction. This is important for restaurants who want to retain customers based on their loyalty and to ultimately increase profitability.
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Tahir, Muhammad. "A STUDY OF FACTORS AFFECTING CUSTOMERS PURCHASE INTENTION FOR ONLINE SHOPPING OF FASHION PRODUCTS AMONG OMANI CUSTOMERS". International Journal of Management & Entrepreneurship Research 3, nr 7 (21.08.2021): 266–76. http://dx.doi.org/10.51594/ijmer.v3i7.247.
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Online fashion retailers in Oman are facing challenges such as high competition from traditional retailers and moderate customer interest in making online purchase. The present study investigated this issue with the aim to identify and test the factors which can influence customer online purchase intention. Based on customer-oriented and technology-oriented perspectives, we tested the influence of four factors namely trust, perceived risk, shopping enjoyment, and web-site design quality on customer’s online purchase intention. We utilized quantitative approach and convenience based non-random sampling to collect data from customers who are engaged in online transactions (n=170). Our findings indicate that trust (Beta=.255, P<.05); perceived risk (Beta=-.276, P<.05); and website design quality (Beta=.118, P<.05) exert significant influence on customer’s online purchase intention. The four factors together explain 58% variation in the dependent variable of customer online purchase intention. Based on these results, we concluded that both customer as well as technology related factors are important in online context. Keywords: Trust, Risk, Shopping Enjoyment, Website Quality, Purchase Intentions, Online, Fashion, Oman.
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Rizal, Syamsul. "Faktor-Faktor yang Mempengaruhi Nasabah Terhadap Kepercayaan pada PT. Pegadaian Syariah Cabang Banda Aceh". Journal of Law and Economics 1, nr 1 (30.05.2022): 32–41. http://dx.doi.org/10.56347/jle.v1i1.38.
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company to its customers. With good service to customers or customers, it is expected to work productively, thus providing benefits to the company. The purpose of this study was to determine the magnitude of the influence of Customer Trust on Sharia Pawnshops who were involved as respondents in this study as many as 1,175 respondents, who were customers of the Banda Aceh Sharia Pawnshop Branch. Primary data was obtained using a closed questionnaire based on a Likert scale. used multiple linear regression analysis (Multiple Regression) with the formula Y = a + b1 X1 + b2 X2 + b3 X3 + e. The results of the study indicate that customer service has a significant influence on employee performance. This is indicated by the f-count of 5.277 and the f-table of 1.987. Judging from the magnitude of the correlation coefficient (R) is 0.754.71 and the magnitude of the coefficient of multiple determinants (R2) is 0.3,708. This shows that with the correlation (R), it means that the Customer Trust variable has a direct relationship with the performance of the Sharia Pawnshop employees while the R2 value means that the influence of Service on the Sharia Pawnshop Company Trust is influenced by other factors such as the speed of service and customer convenience which also greatly influences the research.
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Peksa, Tereze, i Jānis Pekša. "E-COMMERCE RETAIL CUSTOMERS REPURCHASE FACTORS INFLUENCING IDENTIFICATION". ENVIRONMENT. TECHNOLOGIES. RESOURCES. Proceedings of the International Scientific and Practical Conference 2 (17.06.2021): 131–35. http://dx.doi.org/10.17770/etr2021vol2.6620.
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With the fast-paced technological development era and the importance of using the Internet in our daily lives, e-commerce as shopping no longer seems new or unusual. Regardless of type or size, companies are using e-commerce advantage to compete in the market. Each of these companies needs a circle of independent and loyal customers. When the customer is satisfied, he gives positive feedback about the company and makes a repeat purchase. In this way, he attracts new customers to the company and provides an independent income for the company. Certain factors influence the customer's attitude and behavior. It is essential to determine what influences their customers' choices when competing to earn profit in the market; the customer must be satisfied in order for him to want to make a repurchase. Repurchases from customers indicate a loyalty to the company. Customer loyalty can be the result of a company consistently meeting and exceeding its customer expectations. Customer loyalty can have a significant impact on business growth. To assess and identify the factors influencing customer satisfaction, they are identified and offered a conceptual reflection of the current situation and offer a conceptual model of Identification Causes and Effects of Customer Satisfaction Framework (IceCSF) in e-commerce retail.
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Abioro, Matthew Adekunle, i Samuel Abimbola Odunlami. "IMPLICATION OF PRODUCT BRANDING ON CUSTOMER’S PATRONAGE IN THE NIGERIAN CONSUMER GOODS INDUSTRY". Business Excellence and Management 11, nr 2 (5.06.2021): 5–18. http://dx.doi.org/10.24818/beman/2021.11.2-01.
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Product branding is said to be a veritable tool that can be adopted in achieving customer patronage in the highly competitive market. Hence, this study assesses the implication of product branding on customer’s patronage. The specific objectives of this study were to evaluate the effects of brand perception, service quality and customer relationship management on customer’s patronage. A survey research design was used for the study, with a structured questionnaire administered to collect data from the firms’ customers. The inferential statistical tool of regression analysis was adopted to analyze the formulated hypotheses. Findings revealed that brand perception has a significant effect on customer patronage (R2 = 0.308, P=0.000), it also shows a significant effect of service quality (R2 =0.623, P=0.000) on customer patronage, and a significant effect of customer relationship management (R2 = 0.585, P=0.000) on customer patronage. The study concluded that product branding if properly managed can influence customers patronage, and also having the ability to increase the customers base and profitability of the firm. It was therefore recommended that firms should give proper consideration to issues of customer relationship management; as well as enhancing the product service experience of customers so as to improve the perception of the brand in the mind of customers to foster brand loyalty.
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Jamaludin, Jujun. "PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP KEPUTUSAN NASABAH UNTUK MENJADI DEBITUR PADA BANK SYARIAH MANDIRI KCP ANTAPANI BANDUNG". Jurnal MAPS (Manajemen dan Perbankan Syariah) 1, nr 1 (26.12.2018): 1–22. http://dx.doi.org/10.32483/maps.v1i1.18.
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This research is motivated by the emergency of bank that resulted in competition, Sharia bank must implement a good marketing strategy if it wants to survive and competitive. So that Mandiri Sharia Bank by providing quality service and promotion in inancing product is expected to increase the number of customers thus provide greater profits for the bank. In fect the number of customersfinacing in Mandiri Sharia Bank KCP Antapani Bandung during the last year from 2012 to 2014 amounted to only 111 customer financing. Whereas for 3 years is targeted to reach 360 customers. Thus the fact that only 30.83 % are achieved by Mandiri Sharia Bank KCP Antapani Bandung of the targeted amount.This phenomenon that makes the rationale for this study that assumes there is a correlation between quality of service and promotion to the purchasing dicision. By the research hypothesis quality service (X1) and promotion (X2)) significantly influence the customer’s decision (Y) to be debtors in Mandiri Sharia Bank KCP Antapani Bandung for the targeted amount. The theory used in this study is the marketing management of services quality, promotion and purchasing decision. The purpose of this study was to determine how much influence of quality service (X1) and promotion (X2)) significantly influence the customer’s decision (Y) to be debtors in Mandiri Sharia Bank KCP Antapani Bandung.This research included in explanatory research and included in quantitative research with survey method. The sampling is using random sampling techniques. From 111 customer financing in Mandiri Sharia Bank KCP Antapani Bandung (population) 87 customers have chosen as respondets (sample). Then to know the influence of qua;ity service and promotion to customer’s decision by testing the hypothesis by doing comparison between t table with t count (t and F test). And to determine the effect of each influence X1 and X2) to Y then performed multiple linear regression analysis calculation using the program tools IBM SPSS 22,0.The conclusions based on research rsults can be known thar service quality has significant influences to the customer’s decision amounted to 45.0% and promotion signifanct influence to the customer’s decision amounted to 17.6%. then simultaneously, the quality of service and promotion has significant influence to the cutomer’s decision amounted to 62.6%. while the remaining 37.4% is influenced by other variables that not examined.
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Masri, Ni Wayan, Jun-Jer You, Athapol Ruangkanjanases i Shih-Chih Chen. "The Effects of Customer Learning and Shopping Value on Intention Purchase and Reuse in a Digital Market: The Institutional Trust–Commitment Perspective". Sustainability 13, nr 8 (13.04.2021): 4318. http://dx.doi.org/10.3390/su13084318.
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The successes of the digital market depend on customers’ intentions to purchase and reuse products or services. Previous studies have extensively discussed customer shopping value and customer learning, but most studies have analyzed the influencing factor as a single entity and seldom investigated the combination of two factors based on the institutional trust–commitment mechanism. We based this study on the e-commerce institutional trust–commitment mechanism (customers’ trust and commitment calculation) to investigate the influence of customer learning (product and website knowledge) and customer shopping value (monetary value, product evaluation cost, and customer reputation) on customers’ intentions to purchase and reuse products. The data sample included 279 respondents with experience of electronic shopping in Taiwan. The results show that customer learning and customer shopping value positively and significantly influence customers’ trust and customers’ calculation commitment and indirectly influence customers’ intention to purchase and reuse. However, dimensions of customer learning, such as website knowledge, do not affect customers’ trust and commitment but have a partially an indirect relationship with customers’ trust via the influence of product knowledge. In addition, product knowledge has a partially indirect effect on customers’ intention to reuse products or services through the influence of product knowledge and customers’ trust in online vendors in the digital market environment. The findings presented here have important theoretical and practical implications for scholars and digital market providers.
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Gu, Jingshan, i Hadge A. Encio. "Analysis on the Influence of Online Consumers' Trust and Perceived Value on Purchase Intention of Sports Products". Frontiers in Business, Economics and Management 9, nr 1 (25.05.2023): 358–60. http://dx.doi.org/10.54097/fbem.v9i1.8782.
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The purpose of this study is to explore the influence of customer trust and perceived value of online consumers of sports products on their purchase intention. Customer trust is the basis of establishing a long-term and stable relationship between customers and enterprises, while perceived value is the customer's perception of the actual benefits of products or services. The promotion of customer trust and perceived value can effectively promote the enhancement of purchase intention. Therefore, enterprises should pay attention to improving customers' trust and perceived value, so as to improve consumers' willingness to buy sports products, thus improving their market competitiveness and promoting their development.
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Ghufrony, Ahmad. "PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA TOKO RETAIL BAHAN-BAHAN BANGUNAN DI KECAMATAN DUNGKEK". PERFORMANCE " Jurnal Bisnis & Akuntansi" 5, nr 2 (21.11.2015): 14. http://dx.doi.org/10.24929/feb.v6i1.255.
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The purpose of this research is to examine and analyze the influence of service quality toward customer’s satisfaction, the influence of price level toward customer’s satisfaction; the influence of customer’s satisfaction toward customer’s loyality; and the influence of price level toward the customer’s loyality of store of building materials at Dungkek subdistrict. The approach of this research is explanatory research. Researcher used 100 respondents as the sample of this research, which applied purposive sampling as the technique of sample collection. Researcher also used Partial Least Square (PLS) to analyze the data.Based on the result of this research, there are some conclusions: (1) service quality significantly influences customer’s satisfaction; (2) price level significantly influences customer’s satisfaction; (3) customer’s satisfaction has significant influence toward customer’s loyality; (4) service quality significantly influences customer’s loyality; and (5) price level significantly influences customer’s loyality.One practical implication of this research is that in order to improve the business competitiveness, especially in store of building materials, continuous improvement of service quality is needed,which can be done by adapting the given service quality with expected result from customer. The better service quality which is given, the higher chance that customer will do the next transaction or that customer will be a potential customer who may give positive recommendation to other people. Price level factor also positively influences customer’s satisfaction and loyality because it is a necessity for retailers of bulding materials store to pay attention to price level issue in order to improve the customer’s satisfaction and loyality. Policies in determining price level will give a certain satisfaction level to customers. The determined price should be equal with what is given by retailers and must be competitive. Therefore, customer’s satisfaction and loyality will increase.Keywords: Service quality, price level, customer’s satisfaction, customer’s loyality.
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Liu, Xiao-Yu, Nai-Wen Chi i Dwayne D. Gremler. "Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects". Journal of Service Research 22, nr 3 (17.03.2019): 285–300. http://dx.doi.org/10.1177/1094670519835309.
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Service organizations encourage employees to express positive emotions in service encounters, in the hope that customers “catch” these emotions and react positively. Yet customer and employee emotions could be mutually influential. To understand emotional exchanges in service encounters and their influences on customer outcomes, the current study models the interplay of emotional contagion and emotional labor, as well as their influence on customer satisfaction. Employees might catch customers’ emotions and transmit those emotions back to customers through emotional contagion, and employee emotional labor likely influences this cycle by modifying the extent to which emotional contagion occurs. Data from 268 customer-employee dyads, gathered from a large chain of foot massage parlors, confirm the existence of an emotion cycle. Deep acting, as one type of emotional labor used by employees, hinders the transmission of negative emotions to customers, whereas surface acting facilitates it. Both customer emotions and employee emotional labor thus have critical influences on service encounters. The findings highlight the importance of understanding the potential influence of customer preservice emotions and the presence of an emotion cycle during service delivery.
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Hapsari, Indri, i Murini Murini. "Pengaruh Kualitas Pelayanan, Kepercayaan dan Kepuasan terhadap Loyalitas Nasabah PT Bank Syariah Mandiri Kendari". Jurnal Ilmu Manajemen Sosial Humaniora (JIMSH) 4, nr 2 (7.10.2022): 88–95. http://dx.doi.org/10.51454/jimsh.v4i2.699.
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BSM Customers in Kendari Branch searched, select and use the entire services of a bank if the quality of the bank's services is able to meet the customer's needs. However, this is not enough for customers if the value of the benefits of banking products offered is not in accordance with the perception of the applicable customer value. In this case the better the quality of service, trust and customer satisfaction, the higher the customer's loyalty at PT Bank Syariah Mandiri Kendari Branch. The purpose of this study is to analyze and determine the influence of service quality, trust and customer satisfaction with customer loyalty at PT Bank Syariah Mandiri Kendari Branch. The method used in this study is in the form of primary data and secondary data that are qualitative and quantitative using multiple linear regression analysis software with the help of SPSS 16. The results show that simultaneously (together) between service quality, trust and customer satisfaction there is an influence Against customer loyalty at PT Bank Syariah Mandiri Kendari Branch while partially that the quality of service, trust and customer satisfaction there is an influence on customer loyalty at PT Bank Syariah Mandiri Kendari Branch
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Im, byung-Ho, i Hyun-Jin Jo. "A study on the effect of service fairness perceived by hotel customers on customer long-term orientation: Mediating effect of customer citizenship behavior". Foodservice Management Society of Korea 25, nr 4 (31.08.2022): 239–59. http://dx.doi.org/10.47584/jfm.2022.25.4.239.
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In this study, considering the characteristics of the hotel industry, the relationship between service fairness, customer civic behavior, and customer long-term orientation perceived by hotel customers was investigated. First, it was confirmed that it had a great influence on the service fairness and customer civic behavior of hotel customers. In other words, it was analyzed that customer service fairness had a statistically significant positive (+) effect on forming positive customer civic behavior. Second, it was found to increase customer long-term orientation through customer service fairness. This means that if you provide a service that can satisfy the needs of customers using the hotel, it plays an important role in increasing the customer's continuous use satisfaction. Finally, as a result of examining the mediating effect of customer civic behavior between the service fairness perceived by hotel customers and customer long-term orientation, which is the core of this thesis, it was found to have a partial mediating effect.
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Budianto, Apri. "Customer Loyalty: Quality of Service". Journal of Management Review 3, nr 1 (1.01.2019): 299. http://dx.doi.org/10.25157/jmr.v3i1.1808.
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This article focuses on the influence of service quality on customer loyalty to modern market customers. This article is motivated by the increasing number of modern market customers caused by the quality of service that affects the increasing loyalty of customers. The formulation of the problem in this article is how the quality of service influence on customer loyalty. The working hypothesis in this article is: "Service Quality positively affects customer loyalty".The method employed in making this article was done to get a picture of the effect of service quality on customer loyalty to modern market customers. Data were collected through data collection techniques in the field using explanatory survey method. Customer loyalty is influenced by the service quality of 38.30%. This means that customer loyalty is only affected a small portion of service Quality of 38.30%. Thus tcount> ttable was 3.421> 1.667. Then the null hypothesis (Ho) is rejected. This means that service quality has a positive effect on customer loyalty.Service Quality positively affects customer loyalty, meaning the better the quality of service provided the more loyal customers.
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Dragičević, Marija, Zorica Krželj Čolović i Anamarija Pisarović. "The Daily Sailing Tours Clients Experience Assessment—The Case of the “Elaphite Islands of Dubrovnik”, Croatia". Sustainability 15, nr 9 (28.04.2023): 7360. http://dx.doi.org/10.3390/su15097360.
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This paper examines the customers’ experience assessment with the luxury daily sailing tours in the area of the Elaphite Islands of Dubrovnik. For the purpose of this study, the influence of the entertainment opportunities, the educational opportunities, the aesthetics, and the escapism components on the customer’s experience is investigated, as well as the correlation between overall customer satisfaction and age groups of customers. The personal interview method was used for data collection. Tourists were interviewed on boats during the tours in the area of Dubrovnik Elaphite Islands, Croatia. The Pine and Gilmore experience model was used to define the main elements of their experience. The analytic hierarchy process model was used for the customers’ experience assessment. According to the results of this study, entertainment and aesthetics have greater influence than education and escapism on customer satisfaction in the age group up to 30 years. Entertainment and escapism have greater influence than education and aesthetics on customer satisfaction in the age group from 31 to 60. The interesting findings of this study are that education and aesthetics have a greater influence than entertainment and escapism for the elderly, e.g., for the customers in the age group older than 61. The highest overall satisfaction with the daily sailing tour was found among tourists in the age group up to 30 years, followed by tourists in the age group from 31 to 60 years, and the lowest satisfaction was shown by tourists who were older than 60 years. This study indicates that all the areas are important and that customer satisfaction with each component, e.g., with the entertainment, education, escapism, and aesthetic, varies according to the age group. This study also indicates that there is a correlation between the overall customer’s experience assessment of the “Elaphite Islands of Dubrovnik” daily sailing tour and customer age group.
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Hulasoh, Ela. "THE INFLUENCE OF SERVICE QUALITY AND SATISFACTION ON CUSTOMER LOYALTY MNC VISION KPP BOGOR". SCIENTIFIC JOURNAL OF REFLECTION : Economic, Accounting, Management and Business 5, nr 2 (1.04.2022): 321–28. http://dx.doi.org/10.37481/sjr.v5i2.467.
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The problem in this research is how much influence service quality has on MNC Vision KPP Bogor customers, to find out how much influence satisfaction has on MNC Vision KPP Bogor customer loyalty, and to find out how much influence service quality and satisfaction have on MNC Vision KPP Bogor customer loyalty. So the purpose of this study is to find out how much influence service quality has on customer loyalty MNC Vision KPP Bogor, to find out how much influence customer satisfaction has on customer loyalty MNC Vision KPP Bogor, and to find out how much influence service quality and customer satisfaction have on customer loyalty. MNC Vision KPP Bogor. The method used is quantitative associative, which aims to determine the relationship between two or more variables. This study links service quality and customer satisfaction as independent variables and customer loyalty as the determined variable. The large population in this research object used the Rao Purba sampling technique of 96 respondents (customers), with accidental sampling technique. The results showed that the coefficient of determination (R Square) obtained was 0.551. This means that 49.9% of customer loyalty is influenced by variables of service quality and customer satisfaction, while 55.1% is influenced by other variables not examined in the study such as promotion, price, product, location and image. Thus it is said that H0 is rejected and Ha is accepted, which means that there is a simultaneous influence between service quality and customer satisfaction with customers together.
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Yessi Claudia Sianipar, Syafrizal Helmi Situmorang i Rulianda Purnomo Wibowo. "ANALYSIS OF THE EFFECT OF DIGITAL CUSTOMER EXPERIENCE ON CUSTOMER LOYALTY THROUGH EMOTIONAL MARKETING AND CUSTOMER SATISFACTION FOR INDIHOME CUSTOMERS". International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 3, nr 4 (5.07.2023): 1235–47. http://dx.doi.org/10.54443/ijebas.v3i4.1023.
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Some of the conclusions obtained from this research are as follows following: Digital customer experiencesignificantly influence customer satisfaction. This shows that the greater the digital customer experience value that can be felt by customers, the customer satisfaction will increase. Digital customer experiencesignificantly influence emotional marketing. In this study, the relationship between these two variables is the closest of all variables because it has the highest path coefficient and t values. This shows that the greater the value of the digital customer experience, the greater the emotional marketing that customers can feel. emotional marketingsignificantly influence customer satisfaction. This shows that the greater the value of emotional marketing that can be felt by customers, the customer satisfaction will increase. emotional marketingsignificantly influence customer loyalty. This means that the greater the value of emotional marketing that can be felt by customers, the customer loyalty will increase. Customer satisfactionsignificantly influence customer loyalty. This shows that the greater the value of customer satisfaction, the greater customer loyalty will be. Digital customer experiencesignificantly influence customer loyalty through customer satisfaction. Digital customer experiencesignificantly influence customer loyalty through emotional marketing. emotional marketingsignificantly influence customer loyalty through customer satisfaction. Digital customer experiencesignificantly influence customer satisfaction through emotional marketing. Digital customer experiencesignificantly influence customer loyalty through emotional marketing and customer satisfaction.
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Koesharijadi, Koesharijadi. "Factors Affecting Loyalty Customer Services Banking Industry in East Java". International Journal of Business and Management 11, nr 6 (25.05.2016): 168. http://dx.doi.org/10.5539/ijbm.v11n6p168.
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<pre>The purpose of this study was to determine the factors contained in the quality of services and how these factors influence the underlying between the formation of customer loyalty in the banking services industry.</pre><pre>This study is designed for internal and external customers banking is also seen as internal and external customer banking. Respondents of this research there are two types of internal respondents with a sample of 152 people and external respondents with a sample of 198 people, the number of total samples of 350 people in the banking industry in East Java. Data was collected through a questionnaire with statements that refer to Likert scale. Data analysis was performed using AMOS program.</pre>The results showed that the image of the organization significantly influence customer expectations and customer value, organizational image does not affect the customer's satisfaction. Internal service quality significantly influence employee satisfaction and employee satisfaction significantly influence the quality of external services. External service quality effect on customer value. Customer expectations significantly influence the external service quality and value for the customer but the customer expectations significant negative effect on customer satisfaction. Value customers significant effect on customer satisfaction and customer loyalty. Customer satisfaction significantly influence customer loyalty.
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Muhammad Ismuroji, Endang Sulistya Rini i Beby Karina Fawzeea Sembiring. "INFLUENCE OF BRAND IMAGE AND CUSTOMER SATISFACTION TO BRAND LOYALTY THROUGH BRAND LOVE AS A MEDIATION VARIABLE IN STARBUCKS MULTATULI MEDAN". International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 3, nr 2 (12.04.2023): 557–68. http://dx.doi.org/10.54443/ijebas.v3i2.803.
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Along with rising population and income levels, it has become a major factor in the rising demand for non-consumption-based necessities, which many have adopted as a way of life. The expansion of the Coffee Shop industry has made coffee an integral part of people's lifestyles. Starbucks' continued existence depends on customer loyalty. Starbucks Multatuli's efforts to maintain brand loyalty are still relatively low. Customers continue to prefer other coffee shops over Starbucks. However, the customer's affection for Starbucks will cause the customer to form an emotional bond with Starbucks. Consequently, the customer's emotional attraction to Starbucks and feelings of pleasure will increase customer satisfaction. Thus, a positive brand image will provide customers with a positive experience, which will foster a sense of love for Starbucks and increase brand loyalty. This study's objective is to examine how brand image and customer satisfaction influence brand loyalty via brand love. Four variables comprise the survey: brand image, customer satisfaction, brand loyalty, and brand love. Accidental sampling is used for sampling. The population of this study consisted of 120 Starbucks Multatuli customers who participated in the survey. Using the SmartPLS 3.0 application, PLS-SEM was utilized for data analysis. The results indicated that brand image and customer satisfaction had a significant effect on brand love, a significant effect on brand loyalty, and a significant effect on brand loyalty via brand love.
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Juharsah, Juharsah. "Peranan Rasa Syukur, Kepercayaan, dan Komitmen dalam Memediasi Pengaruh Ikatan Finansial, Ikatan Sosial, Ikatan Kustomisasi, dan Ikatan Struktural Terhadap Loyalitas Nasabah Bank Sultra". Jurnal Manajemen, Bisnis dan Organisasi (JUMBO) 2, nr 2 (17.03.2019): 1. http://dx.doi.org/10.33772/jumbo.v2i2.1838.
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This study aims to examine and analyze mediating role of gratitude, trust, and commitment in financial, social, customization, and structural bonding on Bank Sultra customer loyalty. Total sample are 354 respondents through Slovin formula.The respondent obtained by convenience sampling method. Data for needs analysis questionnaires were obtained by using a Likert scale of 5 points.The data were then analyzed with methods of structural equation modeling approach. The analysis showed that; gratitude play a role mediating influence financial, social, customization, and structural bonding on customers trust, customers commitment, and customers loyalty; customer trust play a role mediating influence financial bonding and gratitude on customer commitment and customer loyalty, but did not play a role mediating effect in social, customization, and structural bonding on customers commitment and customers loyalty; customers commitment play a role mediating influence financial bonding, social bonding, customization bonding, structural bonding, gratitude, and customers trust on customers loyalty. Key Words: Consumer Behaviour, Relationship Marketing, Customer Loyalty,Customer Commitment, Customer trust, Gratitude, Financial Bonding, Social Bonding, Customization Bonding, Structural Bonding
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Tomaszewski, Marek. "Chosen determinants of coopetition between the industrial companies of the Lubusz region in the 2009-2011 period / Wybrane determinanty koopetycji przedsiębiorstw przemysłowych z województwa lubuskiego w latach 2009-2011". Management 17, nr 1 (1.05.2013): 219–32. http://dx.doi.org/10.2478/manment-2013-0015.
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Summary Analysing the literature dealing with coopetition on both national and international levels, one cannot help but notice that this notion has recently become increasingly more popular. The same cannot be said however, of the notion of coopetition from a practical point of view. The empirical results obtained using the probit model. Analysing the influence of customer sectors for the researched companies it can be noticed that having customers in transportation and trade sectors stimulates the establishing of coopetition. Analysing the influence of relations maintained with the supply network participants it should be pointed out that only having close relations with competitors can positively influence entering into coopetition. Other kinds of relations maintained with competitors influence coopetition negatively. Coopetition is also positively influenced by maintaining only the necessary relations with customers by the industrial companies from South-East Poland. Lack of closer relations with customers forces the industrial companies to look out for other enterprises that can aid in further development of the company. Maintaining only the necessary relations with suppliers influences coopetition negatively. Considering the distance between the participants of supply network, having suppliers and customers located outside Poland influences coopetition negatively.
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Hidayati, Isvari, i Nuril Huda. "Analysis of the Influence of Service Quality, Emotional Satisfaction and Company Image on Customer Loyalty of Indihome PT Telkom Indonesia (Persero) Tbk". International Journal of Business and Applied Economics 2, nr 4 (31.07.2023): 483–96. http://dx.doi.org/10.55927/ijbae.v2i4.4634.
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This study aims to analyze the influence of quality service (X1), emotional satisfaction (X2), and image of the company (X3) as variables free and loyal customers (Y) as variables bound. Data collection techniques include a questionnaire with a sample of as many as 145 people. The data analysis technique used To determine the influence between variables in the study is PLS-SEM. Research results show that Quality of Service influences customers' Emotional Satisfaction. Quality of Service and Emotional Satisfaction influence Corporate Image. Corporate Image influences Customer Loyalty. Quality of Service and Emotional Satisfaction have no influence on Customer Loyalty to Indihome at Plasa Telkom Banjarmasin.
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Hardianto, Bayu, i Sieni Wijaya. "Analysis of The Impact of Net Promoter Score on Financial Performance With Customer Loyalty As Mediation". International Journal of Social Service and Research 3, nr 6 (25.06.2023): 1478–88. http://dx.doi.org/10.46799/ijssr.v3i6.401.
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If we look at the increasing competition and market growth in every field especially in the professional services industry, customers have many choices, which puts organizations in a dilemma to find out what makes customers loyal to the company. People tend to tell negative stories more than positive ones, so understanding and mobilizing Promoters is critical to success. Net Promoter Score (NPS) is used in companies to measure a customer's desire to recommend a company's overall product or service to their friends or colleagues. NPS reflects customer satisfaction & has been shown to be an indicator of business growth potential. In this research, we will explain the relationship between Net Promoter Score and financial performance analysis of the impact of NPS score in IT firm in the last 5 years. The data collection technique used is to make an NPS survey that will be disseminated to existing customers of IT firm in the last 5 years who have purchased services / services as many as 93 customers with 218 Respondents. For variable (X) of this study is NPS, for variable (Y) is Financial Performance and for intervening variable (Z) is Customer Loyalty. The results indicate that NPS has a significant influence on Customer Loyalty, then Customer Loyalty has a significant influence on Financial Performance, and it can also be seen that there is a significant influence of NPS on Financial Performance.
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Sukmawan, Rio, i Zulganef Zulganef. "The Influence Of Insurance Service Reputation, Customer Relationship Management, And Price Attractiveness On Insurance Service Customer Customer Experience: A Literature Review". International Journal of Business, Economics, and Social Development 4, nr 1 (2.02.2023): 32–37. http://dx.doi.org/10.46336/ijbesd.v4i1.366.
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In the service industry, a positive company reputation will influence customers' decisions to choose that business for their insurance needs. This reputation is systematically built by upholding the importance of responsibility and engaging in open dialogue with clients to foster a sense of client loyalty to insurance services. Customer loyalty is significantly influenced by customer relationship management. The most crucial thing for management to do is to uphold trust and service standards so that clients are satisfied with the products and services the business offers. Price is not only significant to customer service but also a key indicator of service quality. Client experience can influence a customer's trust in a company. The purpose of this literature review is to provide an overview of previous research on the impact of insurance service reputation, customer relationship management, and price attractiveness on insurance service customers' experiences. The method used is a literature review, which is a study that collects, comprehends, analyzes, and then concludes national and international journals. The findings of this literature review show that there is a relationship between customer loyalty and customer experience and the reputation of insurance services. Additionally, there is a relationship between customer relationship management and price attractiveness on customer loyalty and customer experience.
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Tauriana, Dian, i Ni Made Dini Arisani. "Analisis Implementasi Customer Relationship Management dan Kualitas Pelayanan Jasa terhadap Kepuasan Pelanggan dan Dampaknya pada Retensi Pelanggan Hotel Bidakara Jakarta". Binus Business Review 3, nr 1 (31.05.2012): 449. http://dx.doi.org/10.21512/bbr.v3i1.1333.
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As the development of the business industry, it is now seen some companies that have a lot of customers so that it is required a good Customer Relationship Management to maintain long-term relationships with customers. Bidakara Hotel Jakarta is one of the services in the hospitality industry which implements Customer Relationship Management. Intense competition in the hospitality industry, Hotel Bidakara Jakarta must also consider the quality of care services to keep their customers satisfied and not switch to competitors through Customer Retention Strategy. In this study the author examines the influence and relationship between Customer Relationship Management and Service Quality on Customer Satisfaction and services impact on Customer Retention using Path Analysis. The results of this study show that the Customer Relationship Management Bidakara Hotel Jakarta is not contributing to the customers satisfaction. Quality services have positive and significant contribution to customers satisfaction; 'strong' influence. Customer Relationship Management has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'weak' influence. Quality service has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'strong' influence.
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Hardjono, Christian, i Sani Muhamad Isa. "Implementation of Data Mining for Churn Prediction in Music Streaming Company Using 2020 Dataset". Journal on Education 5, nr 1 (30.12.2022): 1189–97. http://dx.doi.org/10.31004/joe.v5i1.740.
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Customer is an important asset in a company as it is the lifeline of a company. For a company to get a new customer, it will cost a lot of money for campaigns. On the other hand, maintaining old customer tend to be cheaper than acquiring a new one. Because of that, it is important to be able to prevent the loss of customers from the products we have. Therefore, customer churn prediction is important in retaining customers. This paper discusses data mining techniques using XGBoost, Deep Neural Network, and Logistic Regression to compare the performance generated using data from a company that develops a song streaming application. The company suffers from the churn rate of the customer. Uninstall rate of the customers reaching 90% compared to the customer’s installs. The data will come from Google Analytics, a service from Google that will track the customer’s activity in the music streaming application. After finding out the method that will give the highest accuracy on the churn prediction, the attribute of data that most influence on the churn prediction will be determined.
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Sarkar Sengupta, Aditi, i Sreejesh S. Pillai. "Impact of other customers on service quality evaluation and revisit intention in hospitality services". International Journal of Culture, Tourism and Hospitality Research 11, nr 2 (5.06.2017): 182–92. http://dx.doi.org/10.1108/ijcthr-08-2015-0090.
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Purpose The purpose of this paper is threefold. First, the authors investigate the influence of other customer perception (OCP) on focal customer’s service quality perception and service revisit intention in hotel services. Second, they examine whether negative effects of OCP can be managed through customer participation. Finally, they examine the effectiveness of CP as a strategy when individuals vary in terms of their need for uniqueness (NFU). Design/methodology/approach A 2 (OCP: favorable versus unfavorable) × 2 (customer participation: customer participation versus no customer participation) × 2 (NFU: high versus low) between-subjects experiment was conducted to collect responses. Analysis of variance and pre-planned contrast tests were carried out to test the hypotheses. Findings Customers who are exposed to unfavorable OCP reported low service quality evaluation and revisit intention. However, two-way interaction results supported that in unfavorable OCP situation, customers who are exposed to high customer participation have reported high revisit intention compared to those who are not exposed to customer participation. In addition, the three-way interaction effects indicate that customer participation may work as an intervention mechanism to reduce the negative effects of OCP to form favorable service quality perception and revisit intention only for customers with low NFU. Originality/value This is the first in its stream of studies examining the following research questions: “Can the negative effects of OCP be mitigated with the help of managerial intervention?”; and “Would a customer’s individual differences influence the effectiveness of such an intervention strategy?”
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Chaudhary, Namrata, i Drimik Roy Chowdhury. "Data Preprocessing for Evaluation of Recommendation Models in E-Commerce". Data 4, nr 1 (31.01.2019): 23. http://dx.doi.org/10.3390/data4010023.
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E-commerce businesses employ recommender models to assist in identifying a personalized set of products for each visitor. To accurately assess the recommendations’ influence on customer clicks and buys, three target areas—customer behavior, data collection, user-interface—will be explored for possible sources of erroneous data. Varied customer behavior misrepresents the recommendations’ true influence on a customer due to the presence of B2B interactions and outlier customers. Non-parametric statistical procedures for outlier removal are delineated and other strategies are investigated to account for the effect of a large percentage of new customers or high bounce rates. Subsequently, in data collection we identify probable misleading interactions in the raw data, propose a robust method of tracking unique visitors, and accurately attributing the buy influence for combo products. Lastly, user-interface issues discuss the possible problems caused due to the recommendation widget’s positioning on the e-commerce website and the stringent conditions that should be imposed when utilizing data from the product listing page. This collective methodology results in an exact and valid estimation of the customer’s interactions influenced by the recommendation model in the context of standard industry metrics, such as Click-through rates, Buy-through rates, and Conversion revenue.
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Dwita, Febrisi, i Leony Agustine. "Creating Customer Satisfaction to Customer Loyalty: The Role of Service Quality in Every 'Moment of Truth'". Business and Entrepreneurial Review 23, nr 1 (15.06.2023): 51–68. http://dx.doi.org/10.25105/ber.v23i1.15481.
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This study aims to examine a model that evaluates the relationship between the moment of truth, service quality, and customer satisfaction on loyalty. This research was conducted at courier logistics in Bekasi City, West Java Province, Indonesia. This research was conducted from June 2022 to February 2023. The population in this study are customers who have used courier logistic services for an unknown number. This study used a simple random sampling technique and for the sample, 138 respondents participated, but only 98 completed questionnaires were deemed useable. The data analysis uses the SEM-PLS technique. The results of this study are that there is a positive relationship between the moment of truth and customer satisfaction, where when the customer is using the delivery service for the first time and has a good impression of the company's services, it can affect perceptions about the ability and use of these services from time to time. The experience of using the service can change the priorities that underlie each customer's main reason. There is a positive influence between Service Quality on customer satisfaction, where when the delivery service company provides maximum service quality, customers will feel and will reuse their services which can even make these customers more loyal to the company. There is a positive influence between customer satisfaction on loyalty, the moment of truth has a positive influence on customer loyalty, and service quality has a positive influence on customer loyalty.
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Sulistya Rini, Endang, i Yeni Absah. "Rational, emotional and spiritual marketing strategies in Shariah banking in Medan, Indonesia". Banks and Bank Systems 12, nr 2 (23.06.2017): 68–77. http://dx.doi.org/10.21511/bbs.12(2).2017.07.
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This study was aimed to discover the direct influences of rational, emotional, and spiritual marketing on satisfaction, trust, and loyalty of Shariah banking customers in Medan. This study was an associative research, which is a research connecting two variables or more to see the influence of one variable on another. This study was conducted by means of an exploratory approach. The population in this study was Shariah Banking customers in Medan. Total sample was 200 customers from 64 branches of Shariah banks across Medan. By using path analysis with SPSS 21 program, the results showed that there were direct and indirect influences of rational, emotional, and spiritual marketing on customer satisfaction, trust, and loyalty. Only emotional marketing variable had insignificant influence on the satisfaction of Shariah banking customers in Medan. This study was limited to impact of rational, emotional, spiritual marketing variables on satisfaction, trust, and loyalty of Shariah banking customers. Other variables which influence satisfaction, trust, and loyalty such as customer relationship management (CRM) and portfolio performance should be used, because they’re factors which influence consumer behavior. For Shariah banking in Medan, the research result was expected to give useful suggestions and inputs for Shariah banking in Medan in implementing marketing strategies, especially rational, emotional, and spiritual.