Customer Loyalty: Quality of Service

Budianto, Apri

doi:10.25157/jmr.v3i1.1808

Cited by 61 publications

(54 citation statements)

References 1 publication

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“…Definitions of service quality have always relied on the agreed description of indicators of quality, including assurance, reliability, tangibles, responsiveness, and empathy (Zeithaml et al, 2008). Furthermore, several studies have affirmed the existence of positive correlations between service quality, customer satisfaction and loyalty (Budianto, 2019), with these variables found to be highly correlated. Managing service quality also leads to repeated sales, as it is capable of predicting customer's future purchase intentions, thus increasing the service provider's market share and returns by focusing on satisfaction to promote customer loyalty.…”

Section: Service Quality Customer Satisfaction and Customer Trustmentioning

confidence: 99%

The Scope of an Integrated Analysis of Trust Switching Barriers, Customer Satisfaction and Loyalty

Alkhurshan¹,

Rjoub²

2020

JOC

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This study investigated the impact of service quality, intimacy, trust, and playfulness on customer loyalty. The integrated variables were investigated alongside their effect on customer loyalty. Variance-based structural equation modeling with PLS (PLS-SEM) was selected to assess the proposed hypotheses, with the analysis sample of the study including 627 questionnaires distributed to the sampled subjects. The positive effect of service quality, playfulness, intimacy, trust, and satisfaction was found, and a statistically significant impact was shown of switching barriers and trust on customer loyalty. Contrastingly, the results found no significant effect of customer satisfaction on customer loyalty. Our study offers a deeper understanding of some of the most important factors concerning customer satisfaction and loyalty and the effect of these factors on increasing market share and competitive advantage. The research goal of this paper is to examine the impact of service quality on business competitiveness. Enterprises need to understand what service quality is and how it will help provide a great competitive advantage, e.g. how service quality models could allow managers to identify where problems with quality lie. This will help managers determine where to improve the efficiency and profitability of the overall performance of the enterprise. For service industries, service quality increases competitive advantage and long-term profitability. Service quality will help organizations compete efficiently and differentiate themselves from other enterprises striving to achieve the same goals. For this and other reasons, service quality should be seen as critically important for businesses.

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Section: Service Quality Customer Satisfaction and Customer Trustmentioning

confidence: 99%

The Scope of an Integrated Analysis of Trust Switching Barriers, Customer Satisfaction and Loyalty

Alkhurshan¹,

Rjoub²

2020

JOC

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“…Loyalty behaviours, including a lasting relationship, enhanced scale or scope of relationship, and word of mouth, result from customers' perceptions that the amount of value provided by one supplier is greater than that available from other vendors (Hallowell, 1996). Service quality positively impacts customer loyalty (Budianto, 2019).…”

Section: Discussionmentioning

confidence: 99%

The Roles of Relationships and Service Quality as Drivers of Customer Loyalty: An Empirical Study

Ali¹

2020

JSS

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This study empirically examines 270 B2B firms based in Guangdong province, China, in an attempt to increase understanding of the interplays between service quality, relationship quality and customer loyalty from a social exchange theory viewpoint. The study reveals that service quality is positively related to relationship quality, relationship quality is positively related to customer loyalty, and service quality is positively related to customer loyalty. At the same time, relationship quality partially mediates the relationship between service quality and customer loyalty. The study offers useful insights to practitioners on how to cultivate better relationships with collaborators through offering better services which in turn help them retain customers. 16 Open Journal of Social Sciences eyewear processing and manufacturing industry in Guangdong province as an example to investigate the relationships between service quality, relationship quality, and customer loyalty, aiming at clarifying the mechanisms by which service quality influences relationship quality and customer loyalty in the processing and manufacturing industry, compensating for the lack of relevant research works, and providing some guidance for firms regarding how to reduce costs and enhance competitiveness.This study is relevant from the viewpoints of both theory and practice. From a theoretical viewpoint, the findings of this research contribute to a better understanding of the antecedents of customer loyalty. From a managerial viewpoint, we offer guidance for service providing firms regarding the suitability of the strategies they employ to cultivate customer loyalty.

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“…Her ne kadar imaj müşteri sadakatinin önemli belirleyicilerinden biri olsa da imaja yardımcı olabilecek unsurlar da literatürde sıkça tartışılmaktadır. Bu bağlamda servis kalitesi (Budianto, 2019), müşteri memnuniyeti (Agus, 2019), müşteri değer algısı (Yang ve Peterson, 2004) gibi değişkenlerin müşteri sadakati üzerinde önemli bir etkiye sahip olduğu belirlenmiştir. Sürdürülebilir kalkınma ve rekabet avantajı sağlamak için işletmelerin ele alması gereken temel konulardan biri de sosyal sorumluluk faaliyetleridir (Chang ve Yeh, 2017).…”

Section: Introductionunclassified

İmaj ve Sosyal Sorumluluk Sadakat Yaratabilir mi Sivil Havayolu İşletmeleri Örneği

Karakaş¹,

Çiçek²

2020

TR1010

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ÖzBu çalışmada sivil havayolu işletmelerinin kurumsal imajlarının müşteri sadakatine olan etkisi ve bu iki değişken arasındaki ilişkide kurumsal ve çevresel sosyal sorumluluk algısının düzenleyici rolünün ortaya konulması amaçlanmıştır. Çalışmanın amacı doğrultusunda nicel bir araştırma gerçekleştirilmiştir. Araştırmaya veri toplamak amacıyla Antalya Havalimanı'ndan Türk menşeili havayolu işletmeleri ile seyahat eden yolcularla yüz yüze anket çalışması gerçekleştirilmiştir. 488 yolcu ile gerçekleştirilen araştırmanın bulgularına göre; firmaların sahip oldukları kurumsal imajları, müşteri sadakatini pozitif yönde etkilemektedir. Ayrıca müşterilerin kurumsal ve çevresel sosyal sorumluluk algısı kurumsal imaj ile müşteri sadakati ilişkisini güçlendirmek suretiyle düzenlemektedir. Bunun yanı sıra cinsiyet, yaş ve seyahat sıklığı gibi kontrol değişkenlerinin müşteri sadakati üzerinde olumlu bir etkiye sahip olmadığı bulgulanmıştır. AbstractIn this study, it is aimed to reveal the effect of corporate images of civil airline companies on customer loyalty and the moderator role of corporate and environmental social responsibility perception in the relationship between these two variables. For this purpose, a quantitative research has been carried out. In order to collect data for the research, a face-to-face survey was conducted with passengers traveling from Antalya Airport with airline companies of Turkish origin. According to the findings of the research conducted with 488 passengers, the corporate images of the companies positively affect customer loyalty. In addition, corporate and environmental social responsibility perception of customers moderate the relationship between corporate image and customer loyalty by strengthening it. In addition, it was found that control variables such as gender, age and frequency of travel did not have a positive effect on customer loyalty.

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Customer Loyalty: Quality of Service

Cited by 61 publications

References 1 publication

The Scope of an Integrated Analysis of Trust Switching Barriers, Customer Satisfaction and Loyalty

The Scope of an Integrated Analysis of Trust Switching Barriers, Customer Satisfaction and Loyalty

The Roles of Relationships and Service Quality as Drivers of Customer Loyalty: An Empirical Study

İmaj ve Sosyal Sorumluluk Sadakat Yaratabilir mi Sivil Havayolu İşletmeleri Örneği

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