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The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty : the moderating role of consumer demographics

Manyanga, Wilbert; Makanyeza, Charles; Muranda, Zororo - In: Cogent business & management 9 (2022) 1, pp. 1-20

existing body of services marketing literature. Banks are advised to consider customer experience, satisfaction, word …

Persistent link: https://www.econbiz.de/10014429818

Customer loyalty to Islamic banks : evidence from Indonesia

Fianto, Bayu Arie; Gan, Christopher; Widiastuti, Tika; … - In: Cogent business & management 7 (2020) 1, pp. 1-27

This study identifies determinants of customer loyalty to Islamic banking in Indonesia using a structural equation model (SEM) and confirmatory factor analysis (CFA). Data of 362 respondents from two cities of East Java Indonesia have been used to determine the factors of customer loyalty of...

Persistent link: https://www.econbiz.de/10012655131

The impact of online shopping attributes on customer satisfaction and loyalty : moderating effects of e-commerce experienceh

Mofokeng, Thabang Excellent - In: Cogent business & management 8 (2021) 1, pp. 1-33

The COVID-19 pandemic has expedited the growth of e-commerce in South Africa, as in global markets, strengthening online shopping exchange relationships. Businesses seek advanced models of the online shopping dimensions that are appropriate for tailoring services to customers. The data collected...

Persistent link: https://www.econbiz.de/10012628370

An analysis of the effects of customer satisfaction and engagement on social media on repurchase intention in the hospitality industry

Majeed, Mohammed; Asare, Charles; Fatawu, Alhassan; … - In: Cogent business & management 9 (2022) 1, pp. 1-19

The purpose of this quantitative-deductive paper is to explore the link amongst customer satisfaction and engagement on social media on repurchase intention in the hospitality industry. The study was conducted on social media because, it is the fastest growing media in history. Data was...

Persistent link: https://www.econbiz.de/10014420386

Traditional restaurant managers' use of sensory marketing to maintain customer satisfaction : findings from PLS-SEM and fsQCA

Silaban, Pantas H.; Chen, Wen-Kuo; Eunike, Ixora Javanisa; … - In: Cogent business & management 10 (2023) 1, pp. 1-22

research is needed to determine how sensory cues can be used in marketing strategies. By applying five sensory marketing to … ultimately lead to customer satisfaction based on sensory marketing that can serve as guidelines for restaurant managers. The … guidance to scholars and managers interested in improving satisfaction in traditional restaurants through sensory marketing …

Persistent link: https://www.econbiz.de/10014477188

Do corporate social responsibility activities enhance customer satisfaction and customer loyalty? : evidence from the Saudi banking sector

Al-Ghamdi, Shumookh Abdul Aziz; Badawi, Nada Saleh - In: Cogent business & management 6 (2019), pp. 1-19

This study examines the influence of corporate social responsibility activities on customer satisfaction and loyalty in the Saudi banking sector. The quantitative method was adopted by conducting a web-based survey via e-mail and social media platforms. A convenience sample of 624 banking...

Persistent link: https://www.econbiz.de/10012115986

Understanding mediators and moderators of the effect of customer satisfaction on loyalty

Chikazhe, Lovemore; Makanyeza, Charles; Chigunhah, Blessing - In: Cogent business & management 8 (2021) 1, pp. 1-19

of customer satisfaction on loyalty. Thus, this study extends the extant services marketing literature by examining the …

Persistent link: https://www.econbiz.de/10012656970

The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic

Restuputri, Dian Palupi; Indriani, Tri Ratna; Masudin, Ilyas - In: Cogent business & management 8 (2021) 1, pp. 1-35

This article identifies the influence of logistics service quality in Indonesia on customer satisfaction and loyalty during the COVID-19 pandemic and customer trust as a moderating variable. In this study, the service quality consists of three variables: the quality of staff service, quality of...

Persistent link: https://www.econbiz.de/10012661363

Effects of service quality and customer satisfaction on loyalty of bank customers

Supriyanto, Achmad; Wiyono, Bambang Budi; Burhanuddin, … - In: Cogent business & management 8 (2021) 1, pp. 1-17

Service quality and customer satisfaction are parts of factors that influence customer loyalty to bank services. Both are necessary to be fulfilled in order to gain customer loyalty, which in turn maintaining organization survival in the long term. This study aims to (1) examine how service...

Persistent link: https://www.econbiz.de/10012643064

Moderating effect of government regulations on the determinants of customer loyalty for cellular service providers in Pakistan

Tariq, Beenish; Najam, Hammad; Nik Kamariah Nik Mat; … - In: Journal of Contemporary Issues in Business and Government 26 (2020) 1, pp. 1-22

Persistent link: https://www.econbiz.de/10012286411