Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction

Dandis, Ala’ Omar; Wright, Len Tiu; Wallace-Williams, Donna Marie; Mukattash, Ibrahim L.; Eid, Mohammad Al Haj; Cai, Huifen

doi:10.1080/23311975.2021.1892256

Cited by 27 publications

(52 citation statements)

References 108 publications

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“…However, the results show that functional and TQ were not significant ( p > 0.05), indicating no mediation effect with satisfaction. This finding of the current study is not consistent with past studies (Dandis et al , 2021b; Dandis and Wright, 2020; Al-dweeri et al , 2019; Ahmadi, 2019), which reported customer satisfaction to be a mediating factor between service quality dimensions and attitudinal or behavioural loyalty. For example, Ahmadi (2019, p. 53) found “all dimensions of service quality have the significant indirect effect on word of mouth (mediated through customer satisfaction)”.…”

Section: Discussioncontrasting

confidence: 99%

“…Moreover, “most studies measure loyalty as a single component rather than a separate component consisting of WOM, WPM, and RI” (Ong et al , 2018, p. 758). Consequently, this study adopted true brand loyalty (attitudinal and behavioural loyalty) to be measured CLV, whereas most earlier studies (Dandis and Wright, 2020; Dandis et al , 2021b) take one dimension to represent the loyalty construct. Particularly, a customer's true loyalty was measured in terms of separate factors of RI, WPM and WOM to expand our thoughtful of both theoretical and management interest (Ong et al , 2018).…”

Section: Discussionmentioning

confidence: 99%

“…When the overall services satisfy customers, they get the belief of making the right choice when choosing an Internet service provider (ISP) (Thaichon and Quach, 2015). Similarly, Dandis et al (2021b) found that customer satisfaction had a mediating impact between self-reported loyalty intentions and service quality. Dandis and Wright (2020) also found that customer satisfaction acts as a mediating variable among the dimensions of attitudinal loyalty and service quality.…”

Section: H5cmentioning

confidence: 99%

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Customer lifetime value: investigating the factors affecting attitudinal and behavioural brand loyalty

Dandis

Eid

2021

TQM

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PurposeThis paper investigates the factors affecting customer lifetime value from an attitudinal and behavioural brand loyalty perspective in the Internet service industry. Specifically, willingness to pay more and word of mouth are categorised under attitudinal loyalty, while repurchase intention is classified under behavioural loyalty.Design/methodology/approachA self-administered questionnaire online survey via Google Forms was employed comprising a sample of 481 participants from the Internet service providers. The partial least squares structural equation modeling (PLS-SEM) approach was applied for hypotheses testing.FindingsThe current study found that “brand credibility, special treatment benefits and confidence benefits had a positive and significant influence on willingness to pay more, word of mouth and repurchase intention, with confidence benefits and brand credibility showing as the greatest elements resulting in word of mouth and repurchase intentions, whereas special treatment benefits showing as the greatest element resulting in the willingness to pay more. The results of this study did not show any positive significant between service quality dimensions and true brand loyalty (word of mouth, willingness to pay more and repurchase intention). Results also found that confidence benefits, brand credibility and special treatment benefits had an indirect impact on true brand loyalty through customer satisfaction”.Practical implicationsInternet service providers should develop and maintain good relationships with their customers as the excellence of the customer–service provider relationship can enhance customer lifetime value.Originality/valueThe current work measured customer lifetime value in terms of both the behavioural and attitudinal aspects to represent loyalty, while most previous studies consider only one dimension for this representation. Particularly, customers' true brand loyalty is measured using separate components of repurchase intentions (RIs), willingness to pay more (WPM) and word of mouth (WOM) to deepen the understanding of both managerial interest and academic.

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confidence: 99%

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Customer lifetime value: investigating the factors affecting attitudinal and behavioural brand loyalty

Dandis

Eid

2021

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“…The demand for higher quality products and better customer services along with lower prices is creating an intense competition between rivals. Therefore, companies found themselves forced to understand customers' requests and respond to them (Dandis et al, 2021), which leads to establishing better relationships with customers (Shukla & Pattnaik, 2019). Accordingly, maintaining this relationship is a major priority.…”

Section: Introductionmentioning

confidence: 99%

The mediating role of customer relationship management between e-supply chain management and competitive advantage

Aloqool¹,

Alharafsheh²,

Abdellatif³

et al. 2022

10.5267/j.ijdns

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The purpose of this study is to explore the role of implementing e-supply chain management (E-SCM) on the competitive position of companies and whether implementing customer relationship management (CRM) can affect the relationship between E-SCM and competitive advantage. To achieve this objective, a quantitative approach was utilized. A total of 300 questionnaires were distributed where 243 questionnaires were returned, with 17 incomplete questionnaires being excluded, leaving 226 usable questionnaires. PLS-SEM software was used to analyze the data. The results of this study demonstrate the imperative role of implementing E-SCM and CRM on creating a competitive advantage for firms. It also shows that CRM mediates the relationship between E-SCM and competitive advantage, suggesting that utilizing different technologies can help firms better communicate with their customers and thus better serve them which in turn will enhance customers’ satisfaction and thus boost the competitive position of the firm.

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“…Por consiguiente, las principales preocupaciones de las organizaciones son las dimensiones de la calidad del servicio, la satisfacción y la fidelidad. (Dandis et al, 2021); es así como, el objetivo de la presente investigación es indagar la influencia de la calidad del servicio percibida sobre la fidelización del cliente y el carácter mediador de la imagen de marca sobre dicha relación, en las principales cadenas de moda textil que operan en el Ecuador.…”

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Influencia de la calidad del servicio en la fidelización e imagen de marca de las principales cadenas de moda textil

2022

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Ante la constante evolución, hoy en día las tiendas textiles deben estar más preparadas para la excesiva competencia y a la exigencia de los clientes a la hora de adquirir este tipo de productos. Ahora, más que nunca, la calidad del servicio ha tomado un papel importante ya que es necesario cumplir los requerimientos del cliente y garantizar que todas las actividades de la organización contribuyan a satisfacer sus necesidades. El objetivo de este artículo es investigar la influencia de la calidad del servicio sobre la fidelización del cliente y el carácter mediador de la imagen de marca sobre dicha relación en las principales cadenas de moda textil ecuatorianas; a través del análisis relacional entre los constructos mencionados. La metodología utilizada es de tipo cuantitativo con una muestra de 384 clientes de tiendas textiles. Los resultados permiten la aceptación de las hipótesis planteadas, demostrando empíricamente, que la calidad del servicio influye de manera positiva en la fidelización e imagen de marca hacia las tiendas de moda textil. Además, a partir de este trabajo se puede direccionar nuevas investigaciones para de esta manera estudiar el comportamiento del consumidor y que pueda servir como base para que las empresas del sector puedan aplicar estrategias de marketing y brindar una mejor calidad del servicio para lograr la fidelización del cliente.

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Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction

Cited by 27 publications

References 108 publications

Customer lifetime value: investigating the factors affecting attitudinal and behavioural brand loyalty

Customer lifetime value: investigating the factors affecting attitudinal and behavioural brand loyalty

The mediating role of customer relationship management between e-supply chain management and competitive advantage

Influencia de la calidad del servicio en la fidelización e imagen de marca de las principales cadenas de moda textil

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