Investigating the Effects of Perceived Value and Trust on Customer Loyalty towards Foreign Banks in Sabah, Malaysia

Hasan, Haslinda; Kiong, Teo Poh; Ainuddin, Raja Azimah

doi:10.9734/bpi/ieam/v11/8959d

Cited by 9 publications

(12 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…The higher the Oneworld perceived value, the higher the level of satisfaction towards Oneworld Alliance. This result is similar to previous studies carried out in the telecommunication field (Bolton & Drew, 1991), Paratransit passengers in Jakarta (Sumaedi et al, 2012), the banking industry (Hasan et al 2014), and the airlines industry (Janawade et al, 2015). Judith (2010), Wang (2014) and Yang and Peterson (2004) also shown that perceived value is another key driver of customer loyalty and significantly influences customer satisfaction.…”

Section: Discussionsupporting

confidence: 90%

Oneworld Alliance Perceived Value, Travellers’ Satisfaction and Loyalty

Seliman¹,

Sumarjan²,

Radzi³

2022

IJARBSS

View full text Add to dashboard Cite

The airline industry is facing stiff challenges. Most airline companies have allied and worked together to remain competitive and sustainable. Currently, three main airline 2alliances available, namely the Star Alliance, SkyTeam Alliance and Oneworld Alliance. This study examined the relationship between perceived value, travellers' satisfaction, and loyalty, focusing on Oneworld Alliance, which Skytrax has been awarded Leading Airline Alliance from 2003 to 2019. Four hundred sixty-three questionnaires have been distributed to Oneworld Alliance passengers on flights boarding to/ from Kuala Lumpur, London, and Paris. The questionnaires were analyzed using SmartPLS. The findings of this study showed that the overall dimensions of Oneworld's perceived value (which include perceived frequent flyer program, perceived price competitive, perceived psycho-social benefits, and perceived general attitude) had a positive and significant relationship with travellers' satisfaction and loyalty. Apart from contributing to the existing literature regarding travellers' satisfaction and loyalty toward airline alliances, this study also provides insights to the airline operators on travellers' satisfaction towards alliance partners by identifying the strengths and weaknesses of the alliance to enhance their business strategies.

show abstract

Section: Discussionsupporting

confidence: 90%

Oneworld Alliance Perceived Value, Travellers’ Satisfaction and Loyalty

Seliman¹,

Sumarjan²,

Radzi³

2022

IJARBSS

View full text Add to dashboard Cite

show abstract

“…Consequently, trust play an important mediating role in strengthening customer loyalty (Caceres & paparoidamis, 2007). A solid customer's trust enables the customer to make a good prediction regarding their service provider, hereafter, influencing customer loyalty (Hasan et al, 2014). Furthermore, customer's trust also plays a significant role in building long term relationship and achieving customer loyalty (Zhang & Feng, 2009).…”

Section: Relationship Between Trust and Customer Loyaltymentioning

confidence: 99%

“…If the service providers are able to keep their promises, be reliable, and are concerned with their customers, the latter's loyalty towards them can be easily developed (Anderson and Karlstrom, 2014). A reliable customer's trust enables the customer to make a good prediction regarding their service provider, hereafter, influencing customer loyalty (Hasan et al, 2014). Furthermore, a customer's trust also plays a significant role in building long term relationships and achieving customer loyalty (Zhang and Feng, 2009).…”

Section: The Mediating Effect Of Trust On Customer Loyaltymentioning

confidence: 99%

Exploring the Influence of SERVQUAL Dimensions of Reliability, Responsiveness and Assurance towards Consumers Loyalty: The Mediating Effect of Commitment-Trust Relationship Marketing Theory

Abdullah¹,

Khan²,

Ibrahim³

2022

IJARBSS

View full text Add to dashboard Cite

With the surged of mobile apps usage among businesses ever since the outbreak of Covid-19, studies relating to the usage of mobile apps become important. An understanding of it ensuring better services being provided and enhance competitiveness among the mobile apps delivery provider. As such, this study is crucial to gauge the underlying factors that influence the quality of services delivered by the company's mobile apps and determine the user's loyalty. This study specifically examine the impact of SERVQUAL dimensions that comprises of reliability, responsiveness and assurance on customer loyalty and the mediating role of customer trust in the mobile apps delivery in Selangor. Conventionally, SERVQUAL refers to the customer's overall evaluation of service firms' attributes by comparing their expectations and actual performance (Parasuraman et al., 1988). This is a quantitative research, whereby a simple random sampling will be used for selecting the participants from the state of Selangor, Malaysia. An online questionnaire with five-point Likert scale will be applied for data collecting purposes. Partial Least Square Structural Equation Modelling (PLS-SEM) will be used to analyse questions on the SERVQUAL dimension; reliability, responsiveness and assurance, and trust to customer loyalty. This study attempt to offer a comprehensive understanding of trust and customer loyalty in the Malaysian mobile apps delivery. Subsequently, it also provides an insight on the important dimensions necessary in developing quality mobile app delivery. Findings from this study may postulate a theoretical framework for measuring customer loyalty toward the mobile app delivery. In addition, it may aid mobile app delivery industry players plan for better quality mobile app services to retain their customers. This study may also pave ways for future studies such as incorporating other variables to the SERVQUAL model (e.g.: tangibility and empathy) and covering other scope of study.

show abstract

“…Hal ini menunjukkan bahwa jika semakin baik brand trust maka nasabah tabungan Tabot Bank Bengkulu Cabang Utama akan semakin loyal. Hasil penelitian ini sejalan dengan hasil penelitian Hasan et al (2014) yang membuktikan kepercayaan berpengaruh positif dan signifikan terhadap loyalitas pelanggan. Pasha dan Waleed (2016) dalam penelitiannya juga menyatakan bahwa kepercayaan merek berpengaruh signifikan terhadap loyalitas pelanggan.…”

Section: Uji Tunclassified

Effect of Customer Value and Brand Trust on Customer Loyalty of Tabot Savings Bank Bengkulu Main Branch

Gustian,

Soleh,

Nengsih

2021

j.emak, j.emak

View full text Add to dashboard Cite

The purpose of this study is to determine the effect of customer value and brand trust on customer loyalty Tabot Savings at Bank Bengkulu Main Branch. This research is a quantitative descriptive study with data collection methods through questionnaires. The sample in this study is were 82 customers of Tabot Savings at Bank Bengkulu Main Branch. The sampling method was purposive sampling. The data analysis method used includes validity test, reliability test, multiple linear regression analysis and hypothesis testing.The results of this study indicate that customer value and brand trust partially have a positive and significant effect on customer loyalty of Tabot Savings at Bank Bengkulu Main Branch. And simultaneously customer value and brand trust have a significant effect on customer loyalty of Tabot Savings at Bank Bengkulu Main Branch.

show abstract

Investigating the Effects of Perceived Value and Trust on Customer Loyalty towards Foreign Banks in Sabah, Malaysia

Cited by 9 publications

References 0 publications

Oneworld Alliance Perceived Value, Travellers’ Satisfaction and Loyalty

Oneworld Alliance Perceived Value, Travellers’ Satisfaction and Loyalty

Exploring the Influence of SERVQUAL Dimensions of Reliability, Responsiveness and Assurance towards Consumers Loyalty: The Mediating Effect of Commitment-Trust Relationship Marketing Theory

Effect of Customer Value and Brand Trust on Customer Loyalty of Tabot Savings Bank Bengkulu Main Branch

Contact Info

Product

Resources

About