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How service operations, perceived benefit, and psychological ownership enhance customer retention in retail : evidence in Vietnam supermarkets

Nguyen, Diep T. N.; Minh Pham; Chovancová, Miloslava; … - In: Cogent business & management 10 (2023) 2, pp. 1-25

In a world with enormous opportunities and challenges from the 4.0 revolution and the lingering COVID-19 pandemic, customer retention is more important than ever for retailers. While marketing and advertising can be more or less limited during the pandemic, retailers pay more attention to the...

Persistent link: https://www.econbiz.de/10014505113

Revisit intention and satisfaction : the role of destination image, perceived risk, and cultural contact

Bang Nguyen Viet; Dang Huu Phuc; Ho Hai Nguyen - In: Cogent business & management 7 (2020) 1, pp. 1-20

This paper explores the relationship between destination image, cultural contact, perceived risk, satisfaction, and the … revisit intention of international tourists to Binh Thuan province in Vietnam based on data obtained from 405 international … service, cultural contact, and perceived risk. Secondly, satisfaction is directly affected by attractiveness, accommodation …

Persistent link: https://www.econbiz.de/10012626751

Factors affecting satisfaction and intention to repurchase retail banking services in Vietnam

Dao Cam Thuy; Nguyen Ngoc Quang - In: Cogent business & management 9 (2022) 1, pp. 1-20

trust on customer satisfaction and repurchase intention RB services of commercial banks in Vietnam. Survey results of 605 …

Persistent link: https://www.econbiz.de/10014442739

Investigating the relationship between brand experience, brand authenticity, brand equity, and customer satisfaction : evidence from Vietnam

Van Dat Tran; Ngoc Truc Thao Nguyen - In: Cogent business & management 9 (2022) 1, pp. 1-20

The purpose of this research is to investigate the relationship between brand experience, brand authenticity, brand equity, and how those factors effect on customer satisfaction. The measurement model and the conceptual model depicting hypothesized relationships were evaluated based on responses...

Persistent link: https://www.econbiz.de/10014433696

Corporate governance, corporate social responsibility and bank performance in Vietnam with mediators

Quoc Trung Nguyen Kim - In: Cogent business & management 11 (2024) 1, pp. 1-13

This study aims to estimate the effect of corporate governance on the performance of commercial banks in Vietnam. By …

Persistent link: https://www.econbiz.de/10014521340

The influence of perceived price and quality of delivery on online repeat purchase intention : the evidence from Vietnamese purchasers

Phan Tan Luc; Le, Thu-Hang - In: Cogent business & management 10 (2023) 1, pp. 1-13

The purpose of this study is to explore the role of perceived price and delivery quality in influencing the repeat purchase intention through perceived value and consumer satisfaction. A total of 791 survey questionnaires were collected by the convenience sampling method from consumers who have...

Persistent link: https://www.econbiz.de/10014466457

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

Customer satisfaction, loyalty and corporate image play a critical role in improving loyalty within the banking sector. The current study examines the mediators and moderators of the effect of customer satisfaction on loyalty. Data were collected from bank customers (n = 308) using a structured...

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

Customer satisfaction with complaint responses under the moderation of involvement

Awa, Hart Okorie; Ikwor, Nnachi K.; Ademe, Doris G. - In: Cogent business & management 8 (2021) 1, pp. 1-20

Organizations build competitive advantage when they design recovery framework with recourse to disgusted customers, given that no two failure experiences are the same. This paper proposed a framework that links user-involvement to customer satisfaction with five complaint response instruments,...

Persistent link: https://www.econbiz.de/10012661344

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

Enhancing consumers' self-reported loyalty intentions in Islamic Banks : the relationship between service quality and the mediating role of customer satisfaction

Dandis, Ala’ Omar; Wright, Len Tiu; Wallace-Williams, … - In: Cogent business & management 8 (2021) 1, pp. 1-25

The main objective of this paper is to investigate how service quality and customer satisfaction are correlated to self-reported loyalty intentions in Islamic banks. The paper presents primary data collected by self-administered questionnaires involving a sample of 655 respondents from all local...

Persistent link: https://www.econbiz.de/10012662129

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