The mediating effect of customer satisfaction in relationship with service quality, corporate social responsibility, perceived quality and brand loyalty

Khawaja, Lama Mohammad; Ali, AlaaEldin Abbass; Mostapha, Nehale

doi:10.5267/j.msl.2020.10.030

Cited by 20 publications

(25 citation statements)

References 1 publication

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“…Furthermore, the perceived value perceived by the customer is also able to increase brand trust in the service brand with a coefficient value of 0.239. These findings are in line with research [37,41,52,53], which say that customer trust in telecommunications service brands is positively and significantly related to products value. Then, perceived value also affects brand loyalty with a coefficient of 0.270.…”

Section: Resultssupporting

confidence: 91%

“…Then, in examining the effect of customer satisfaction on brand loyalty, it finds that customer satisfaction can affect brand loyalty by 0.144. The results of this study reinforce the research [16,17,41,45], which indicated that customer satisfaction is an important factor in strengthening customer loyalty to brands. This research also confirms that brand trust can encourage an increase in the loyal attitude of telecommunications service customers, and is in line with research [8,36,52,56], brand trust has a positive and significant effect on brand loyalty.…”

Section: Resultssupporting

confidence: 88%

“…According to [40] three factors shape a person's trust in another individual or organization, namely ability, benevolence, and integrity. Trust in a relationship can be based on rational cognitive performance evaluation and based on emotional and affective responses [41,42], and [11,43] concludes that trust is the most important antecedent of e-loyalty for young customers. Thus, this study hypothesizes that: H5: Brand trust has a positive and significant effect on Brand Loyalty in telecommunications services in Aceh Province.…”

Section: Brand Trustmentioning

confidence: 99%

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The Mediating Role of Customer Satisfaction and Brand Trust between the Relationship of Perceived Value and Brand Loyalty

Ikramuddin

Mariyudi

2021

AJEBA

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Aims: This study aims to determine the mediating effect of customer satisfaction and brand trust between perceived value and brand loyalty of telecommunications services. Study design: Research paper. Place and Duration of Study: This research was conducted on telecommunication service product users in Aceh province, between 2019 to 2021. Methodology: The population in this study are telecommunication service customers in Aceh Province. Meanwhile, the sampling method used a purposive sampling approach, with a total sample of 304 telecommunication service users. The data analysis method used in this study is a quantitative approach consisting of Structural Equation Modeling (SEM) with Amos 2.2 and Sobel Test for testing the mediating effect. Results: This study finds that perceived value significantly influences customer satisfaction and brand trust (P-Value 0,000), which means that telecommunications service providers must always provide products with values that exceed customer expectations to increase customer satisfaction and trust. Then, customer satisfaction and brand trust have a significant effect on brand loyalty (P-Value 0,000 and 0,013). It means that telecommunications service providers must always evaluate the conditions of customer satisfaction and increase customer trust in the brands of telecommunications service to increase customer loyalty to the brand. Besides, perceived value also affects directly and indirectly on brand loyalty through customer satisfaction and brand trust. Conclusion: The results showed that perceived value, customer satisfaction, and brand trust had a significant effect on brand loyalty to telecommunication services in Aceh Province. Furthermore, customer satisfaction and brand trust can mediate the relationship between perceived value and brand loyalty of telecommunication services in Aceh Province.

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Section: Resultssupporting

confidence: 91%

Section: Resultssupporting

confidence: 88%

Section: Brand Trustmentioning

confidence: 99%

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The Mediating Role of Customer Satisfaction and Brand Trust between the Relationship of Perceived Value and Brand Loyalty

Ikramuddin

Mariyudi

2021

AJEBA

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“…Service quality of the select Agri was assessed using the SERVQUAL questionnaire, which included 2 x 23 questions/criteria (23 questions for the expectations and 23 for the perceptions) reflecting the five service quality categories tangibles (4 items), reliability (5 items), responsiveness (5 items), assurance (4 items), and empathy (4 items) (5 items). To measure farmers' expectations and perceptions of agriclinic service quality in Puducherry, a 5-point Likert-type scale was adopted, ranging from strongly disagree (1) to strongly agree (5).…”

Section: Methodsmentioning

confidence: 99%

An Assessment of Quality of Service Extended by Select Agriclinics and Agribusiness Centres in Union Territory of Puducherry

Balasoundari

Mahendran²,

Lavanya³

et al. 2021

AJAEES

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The establishment of Agri clinics and Agribusiness Centers is a Government of India Scheme implemented through NABARD and MANAGE, Hyderabad for promotion of rural entrepreneurship through effective training and handholding of the graduate youth. Agri-Clinics are intended to provide expert advice and services to farmers on various aspects to improve crop/animal yield and increase farmers’ revenue. This study was conducted to assess the quality of services provided by the Agri clinics and agribusiness centers in the union territory of Puducherry. 90 farmers were personally interviewed using the service quality instrument - SERVQUAL to explore their expectation and perception of service quality provided by the Agri -clinics and agribusiness centers. The results indicated that the level of quality of the services provided by the Agri clinics is not to the expected level of the sample farmers i.e., all perception ratings were lower than their expectation scores. In all five dimensions of service quality, a gap was observed between farmers’ perceptions and expectations: Tangible: -0.93, Reliability: -0.89, Responsiveness: -0.78, Assurance: - 0.58, Empathy: -0.61. The results indicated that much more service improvement activities are needed for improving the service quality. The Agri-clinics need to modernize facilities and equipment to reduce the gap between farmers' perceptions and expectations.

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“…Second, few studies have examined the multidimensional brand experiences from the perspective of Chinese customers. In addition, many prior studies have considered brand loyalty as the outcome variable ( Ferreira et al, 2019 ; Quan et al, 2020 ; Khawaja et al, 2021 ), and we investigate the relationship between brand loyalty and repurchase intention based on previous studies. Finally, this study clarifies the relationship between brand attachment and brand loyalty by examining the mediating effect of brand love, which serves as a valuable insight for previous literature which has underestimated the mediation role of brand love.…”

Section: Introductionmentioning

confidence: 99%

Repurchase intentions of new e-commerce users in the COVID-19 context: The mediation role of brand love

Ding

et al. 2022

Front. Psychol.

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The use of e-commerce has exploded due to the impact of COVID-19. People with no experience in e-commerce prior to the COVID-19 pandemic began online shopping for their safety following the pandemic outbreak. As such, these newly joined customers have played a vital role in the rapid development of e-commerce. Maintaining these customers and increasing their repurchase intention is a core issue for e-commerce platform companies. Thus, using new e-commerce users as the participants, this study investigated the structural relationship between brand experience, brand emotional factors (brand attachment and brand love), brand loyalty, and repurchase intention with brand love as the mediator. Research on the multidimensional brand experience (i.e., sensory, emotional, behavioral, and cognitive) from Chinese customers’ perspective is still lacking, and our study attempts to fill this gap. A structured questionnaire and hypotheses were designed based on studies and survey of 310 respondents from China in this study. The study results show that, first, the four dimensions of brand experience have a significant positive correlation with brand emotion, with brand cognitive experience having the greatest impact on consumer brand emotion. Second, the influence of brand emotion on brand loyalty is positive and significant, and brand attachment has a stronger influence than brand love on brand loyalty. In addition, brand loyalty has a positive effect on repurchase intention. Finally, brand love plays a mediating role on the relationship between brand attachment and brand loyalty. To enhance customers’ brand attachment and love for e-commerce platforms, companies must enhance customers’ interest and curiosity in their products. And companies will improve their services to customers by introducing artificial intelligence algorithms to increase customers’ repurchase intention, which will ultimately increasing their profitability. This study contributes to the development of e-commerce platform companies.

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The mediating effect of customer satisfaction in relationship with service quality, corporate social responsibility, perceived quality and brand loyalty

Cited by 20 publications

References 1 publication

The Mediating Role of Customer Satisfaction and Brand Trust between the Relationship of Perceived Value and Brand Loyalty

The Mediating Role of Customer Satisfaction and Brand Trust between the Relationship of Perceived Value and Brand Loyalty

An Assessment of Quality of Service Extended by Select Agriclinics and Agribusiness Centres in Union Territory of Puducherry

Repurchase intentions of new e-commerce users in the COVID-19 context: The mediation role of brand love

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