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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 … influenced their loyalty to the bank; and (3) examine simultaneous effects of service quality and customer satisfaction on … customer loyalty. This study used a survey research design, and respondents were selected purposively from a population of Bank …

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

Gauging customers' negative disconfirmation in online post-purchase behaviour : the moderating role of service recovery

Muhammad Mazhar; Ding Hooi Ting; Abbasi, Amir Zaib; … - In: Cogent business & management 9 (2022) 1, pp. 1-23

Negative disconfirmation will usually lead to switching behaviour and attenuate customers' repurchase intentions, a behaviour that will undercut businesses' profitability. Limited research discussed post-purchase behaviour, in general, and how to retain aggrieved customers during the online...

Persistent link: https://www.econbiz.de/10014429619

The power of AI : enhancing customer loyalty through satisfaction and efficiency

Singh, Pragya; Singh, Vandana - In: Cogent business & management 11 (2024) 1, pp. 1-14

In the rapidly evolving landscape of customer service, integrating AI-powered solutionshas emerged as a game-changer. This study delves into the intricate dynamics of AI-Powered Customer Service and its profound impact on customer loyalty, specifically focusing on the mediating roles played by...

Persistent link: https://www.econbiz.de/10014526490

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

importance for bank managers and directors when developing effective strategies. …

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

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

used to determine the factors of customer loyalty of state-owned and private Islamic bank. The findings suggest that the …

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

Analyzing CSR and customer engagement through green banking digitalization : with the mediating effect of perceived environmental value and moderation effect of customer’s eco-cons...

Mehta, Ahmed Muneeb; Handriana, Tanti - In: Cogent business & management 11 (2024) 1, pp. 1-18

In today’s increasingly homogenized banking sector, maintaining consumer loyalty, particularly in terms of environmentally conscious practices, presents a significant challenge for institutions globally. While research recognizes corporate social responsibility (CSR) as a potential strategy...

Persistent link: https://www.econbiz.de/10014526045

Customer orientation, service quality and customer satisfaction interplay in the banking sector : an emerging market perspective

Gonu, Eric; Agyei, Paul Mensah; Opoku, Richard Kofi; … - In: Cogent business & management 10 (2023) 1, pp. 1-20

quantitative research approach with a descriptive survey design. With the aid of PLS-SEM, data from 391 commercial bank customers …

Persistent link: https://www.econbiz.de/10014458763

Service failure handling and resilience amongst airlines in Nigeria

Awa, Hart Okorie; Nwobu, Chigbo A.; Igwe, Sunny R. - In: Cogent business & management 8 (2021) 1, pp. 1-22

Organizations build competitive advantage via managing, and learning from, service failure cases. Proficient complaint handling depends on the operator’s strategic position to timely anticipate and respond to customer dynamics in terms of what interests them amidst disgusts. Therefore, this...

Persistent link: https://www.econbiz.de/10012663781

Predicting proactive service performance : the role of employee engagement and positive emotional labor among frontline hospitality employees

Muhammad Zia Aslam; Mohammad Nazri Mohd Nor; Safiah Omar; … - In: Cogent business & management 7 (2020) 1, pp. 1-19

While previous research has improved our knowledge of how leadership influences employee behavior, the role of potential processes and contingencies in this relationship remains relatively unexplored. In the current study, based on the Self-determination Theory (SDT), we intend to contribute to...

Persistent link: https://www.econbiz.de/10012627543

Investigating the impact of customer satisfaction, trust, and quality of services on the acceptance of delivery services companies and related applications in Omani context : a pre...

Taufiq-Hail, Al-Madhagy; Yusof, Shafiz Affendi Mohd; Al … - In: Cogent business & management 10 (2023) 2, pp. 1-39

This paper investigates the impact of the COVID-19 pandemic on the adoption and evolution of delivery services in Oman. While the pandemic has presented new opportunities for delivery companies and related apps, there is a lack of research specifically focused on the Omani context. To address...

Persistent link: https://www.econbiz.de/10014503293

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