Service attributes as drivers of behavioral loyalty in casinos: The mediating effect of attitudinal loyalty

Bilgihan, Anil; Madanoglu, Melih; Ricci, Peter

doi:10.1016/j.jretconser.2016.03.001

Cited by 42 publications

(51 citation statements)

References 63 publications

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“…Customer experience in this study was measured using four indicators: feeling, relating, sensing, and thinking (Klaus & Maklan, 2013;Srivastava & Kaul, 2016). Customer loyalty in this study incorporated attitudinal and behavioural loyalty in one variable and was adapted from previous studies (Bilgihan, Madanoglu, & Ricci, 2016;Bilgihan, 2016). A 5-point Likert scale was employed to measure the indicators of each variable obtained in this study.…”

Section: Methodsmentioning

confidence: 99%

Role of Experience in Customer Self-Congruity to Maintaining Loyalty: A Study on Fashion Store

Wijaya

2017

EBER

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A B S T R A C T Objective:This study aims to understand the interrelationship between customer experience, self-congruity, and customer loyalty in the fashion industry. Previous studies have examined the direct effect of self-congruity on loyalty without taking into account the factor of customers' shopping experience, which may moderate customers' impression of a fashion. Research Design & Methods:This study employed questionnaires distributed to 100 respondents. Collected data was processed using PLS-SEM. The target respondents were between 18-30 years old. Individuals in that age band have dynamic dressing styles, so interesting to study. In the present study, the data from the respondents was processed in order to determine the inner model, the outer model, and hypothesis testing. Findings:The results of this study suggest that customer experience plays a significant role in moderating the effect of self-congruity on customer loyalty. This means that even though customers feel comfortable with a store's image, however if they have bad experience, such experience may cause these customers not to be loyal. Implications & Recommendations: Research reveals that consumers are very concerned towards their experience when shopping. Stores should provide service that can make their customers feel comfortable and pleased. Contribution & Value Added: This study provides new insights into attempts to maintain customer loyalty. Several research was studied on self-congruity and loyalty, yet this is the first study that depict how experience moderating self-congruity towards loyalty. Article type: research paper

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Section: Methodsmentioning

confidence: 99%

Role of Experience in Customer Self-Congruity to Maintaining Loyalty: A Study on Fashion Store

Wijaya

2017

EBER

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“…Hypothesis based research has propelled our comprehension of service quality construct in the pleasantness and the travel industry setting, nevertheless there is as yet a need to refine the conjectures and procedures with the goal that the prescient intensity of existing models can be upgraded (Arshad et al, 2016;Bilgihan et al, 2016;Ferns and Wall, 2012). Truth be told, the hypothetical worldview in the travel industry and accommodation is still in its underlying phase of improvement (Christopher et al, 2013;Ewur and Ali, 2016;Irfan et al, 2016;Lee, 2015;Hasiri and Afghanpour, 2016).…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

“…The reliability is viewed as the ability to play out the guaranteed administration constantly and precisely (Parasuraman et al, 1988;Amin, 2016;Bilgihan et al, 2016). Assurance is characterized as knowledge and affability of workers and their capacity to rouse trust and certainty (Parasuraman et al, 1988;Kandampully et al, 2014).…”

Section: Responsivenessmentioning

confidence: 99%

Satifaction As Intervening For The Antecedents Of Intention To Revisit: Marine Tourism Context In East Java

Fianto

2020

RELASI

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The purpose of this study was to identify the effect of brand experience and service quality on intention to revisit with satisfaction as a mediating variable in the marine tourism in Indonesia. A total of 241 worthwhile questionaires were collected to be used to examine the structural model and the measurement using PLS path modelling analysis. This research was conducted in several coastal tourism objects in East Java, which were emphasized on the north coast of East Java. This study found that service quality has a significant effect on intention to revisit. This study also revealed that at the same time brand experience also had a significant influence on intention to revisit. In addition, this study also revealed that visitor satisfaction was significantly also able to mediate the relationship between service quality with intention to revisit while also having a mediating function of the relationship between brand experience with intention to revisit. This can be interpreted that the coastal tour manager should focus on improving service quality and developing visitor experience in order to enhance tourists' emotional attachments to the coastal tourism area to shove repeat visits among visitors. This research has contributed to an increase in understanding of the effect of service quality and brand experience on intention to revisit by adding satisfaction variables that serve as mediation. In addition, the findings of this study can be very beneficial for the development of coastal tourism in East Java, Indonesia.

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“…A range of customer loyalty evaluation instruments has been developed by marketing scholars over the last few decades [3][4][5][6][7][8][9][10][11][12][13][14][15][16]. Instruments for the evaluation of customer loyalty can be classified as behavioral, attitudinal, and multidimensional [4][5][6][7][8]. Previous research in the field of customer loyalty evaluation has shown that behavioral data are the superior choice on which to base the evaluation of customer loyalty [6,8]; however, in some cases, the required data (value of purchases, frequency of purchases, etc.)…”

Section: Introductionmentioning

confidence: 99%

“…Instruments for the evaluation of customer loyalty can be classified as behavioral, attitudinal, and multidimensional [4][5][6][7][8]. Previous research in the field of customer loyalty evaluation has shown that behavioral data are the superior choice on which to base the evaluation of customer loyalty [6,8]; however, in some cases, the required data (value of purchases, frequency of purchases, etc.) might be unavailable or even not collected by a company.…”

Section: Introductionmentioning

confidence: 99%

Service Customer Loyalty: An Evaluation Based on Loyalty Factors

Vilkaitė-Vaitonė

Skačkauskienė

2020

Sustainability

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This study sheds light on customer loyalty based on three groups of factors (customer, service provider, and environment). Noting the diversity of the effects of customer loyalty factors, this research investigates the impact of every factor upon customer loyalty. This paper provides an innovative insight into how a variety of customer loyalty factors might be combined into a single measure of customer loyalty. Finally, this study examines phases of customer loyalty and identifies the factors that prevent a peak of customer loyalty. The factors determining customer loyalty explain why customers move across different loyalty phases over time. The results of the empirical testing confirmed the practical applicability of the suggested approach for evaluating customer loyalty based on these factors. An innovative approach to the evaluation of customer loyalty is essential for marketers because it will help them to evaluate loyalty in cases where data about customer behavior are not collected. The findings of the research contribute to a better understanding of which factors are a viable basis for increasing customer loyalty, specifically in the catering and beauty markets, and offer guidance to marketing managers on how to shift customers to more desirable loyalty phases.

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Service attributes as drivers of behavioral loyalty in casinos: The mediating effect of attitudinal loyalty

Cited by 42 publications

References 63 publications

Role of Experience in Customer Self-Congruity to Maintaining Loyalty: A Study on Fashion Store

Role of Experience in Customer Self-Congruity to Maintaining Loyalty: A Study on Fashion Store

Satifaction As Intervening For The Antecedents Of Intention To Revisit: Marine Tourism Context In East Java

Service Customer Loyalty: An Evaluation Based on Loyalty Factors

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