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

Abstract

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.

The effect of relationship quality on contract farming: The mediating role of conflict between trading partners in Albania

“…Trust in a trading relationship is an asset that creates benefit (Bencsik et al, 2020;Gorb, 2017;Masuku & Kirsten, 2004;Tarí et al, 2020). On the other hand, trust helps in reducing performance uncertainty and plays a vital role in a relational transaction (Alkhurshan & Rjoub, 2020;Li & Nicholls, 2000). For this reasons creation of the relationship based on a trust and mutual responsibility becomes important component of the current supply chain management (Kot et al, 2020;Vo et al, 2020) as well as internal management systems (Bilan et al, 2020).…”

Demographic Analysis of the Retail Business Hypermarket in Indonesia

“…Customer trust is a determining factor for the continuity of buyer relationships (Rampl et al 2012). Alkhurshan et al (2020) The positive effects of trust, service quality, pleasure, intimacy and satisfaction have a positive and statistically significant impact on customer loyalty. Kennedy et al (2019) states that positive results throughout the organization are carried out by monitoring service standards, this shows the positive impact of services on performance.…”

Satisfaction and Loyalty in Local Food Festival: Do Switching Barriers Matter?

“…Food and related products were categorized as factors with low levels of engagement/participation (Beharrell & Denison, 1995). However, this perspective has drastically changed in recent years with vast improvements in agriculture, welfare, animal care, and overall health, which has made food-related activities a matter of interest, especially in tourism and marketing contexts (Alkhurshan & Rjoub, 2020;Wu & Ai, 2016). While early studies have suggested that those, deeply and thoroughly involved with food are more comfortable to distinguish and treat foods differently (Bell & Marshall, 2003;Chen, 2007), recent studies have pinpointed other aspects such as authenticity, sustainability (Zhang et al, 2019), trust, satisfaction, loyalty, and switching barriers (i.e., Alkhurshan & Rjoub, 2020;Dawi et al, 2018).…”

“…In a study conducted by Budianto (2019) it was noted that satisfaction and loyalty have correlations that are statistically positive. Switching barriers are known as elements influential on retaining customers and their satisfaction (Alkhurshan & Rjoub, 2020). Studies have reported a linkage between satisfaction and loyalty on an extensive manner.…”