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Building Customer Loyalty among SMEs in Uganda: The Role of Customer Satisfaction, Trust, and Commitment
Kakeeto, Dr. Terry Najja Kakeeto-Aelen; Van Dalen, … - Maastricht School of Management (MSM) - 2014
In the marketing arena, the last two decades have been characterised by increased attention towards the subject of Relationship Marketing (RM). Both academics and practitioners today increasingly recognize RM as one of the main marketing strategies that is necessary to keep companies visible and...
Persistent link: https://www.econbiz.de/10010757470
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Study of Customer Relationship Marketing Practices in Organised Retailing in Food and Grocery Sector in India: An Empirical Analysis
Prasad, Ch. J. S.; Aryasri, A. R. - In: Vision 12 (2008) 4, pp. 33-43
The fast changing trends in lifestyles, food and eating habits of consumers have contributed largely to the growth and development of organised food and grocery retail formats in India. But, this sector is predominantly (99.2 percent) dominated by the traditional kirana stores, which have strong...
Persistent link: https://www.econbiz.de/10011137535
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The impact of trust and cabin crew performance on customers’ satisfaction
Safwan, Nadeem; Hunjra, Ahmed Imran; Ashfaq, Mohammad; … - Volkswirtschaftliche Fakultät, … - 2011
In this research, the case of AIRBLUE has been taken to examine what people think about its performance, whether they trust this airline or not, and are they satisfied or not? Further, this study measures the impact of cabin crew performance and trust on customer satisfaction. The data was...
Persistent link: https://www.econbiz.de/10011260180
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Developing customer satisfaction indices using SERVQUAL sampling surveys: A case study of Al-Ain municipality inspectors
El-Bassiouni, M.Y.; Madi, M.; Zoubeidi, T.; Hassan, M.Y. - In: Journal of Economic and Administrative Sciences 28 (2012) 2, pp. 98-108
Purpose – The purpose of this paper is to develop customer satisfaction indices for the services provided by inspectors in certain departments of Al-Ain Municipality, the United Arab Emirates. Design/methodology/approach – The methodology is based on customer satisfaction models with...
Persistent link: https://www.econbiz.de/10010686915
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Customer Satisfaction in Virtual Environments: A Study of Online Investing
Balasubramanian, Sridhar; Konana, Prabhudev; Menon, Nirup M. - In: Management Science 49 (2003) 7, pp. 871-889
Many firms are moving to make virtual interfaces their primary, or even sole, points of customer contact. In this environment, some traditional service quality dimensions that determine customer satisfaction, such as the physical appearance of facilities, employees, and equipment, and employees'...
Persistent link: https://www.econbiz.de/10009198219
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Analyzing Mediators of the Customer Satisfaction - Loyalty Relation in Internet Retailing
VINEREAN, Simona; OPREANA, Alin - In: Expert Journal of Marketing 2 (2014) 1, pp. 1-14
This study explores the customer satisfaction – loyalty relation in the context of online shopping by introducing various mediators, such as trust, attitude, hedonic value, and utilitarian value. For data collection, we used an online consumer survey in relation to Internet retailing. In this...
Persistent link: https://www.econbiz.de/10011183044
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Factors Influencing Investor’s Individual Behavior To Satisfaction and Loyalty In Emerging Market
Arlina Nurbaity L.; Sadalia, Isfenti; Khaira Amalia F. - In: International Journal of Academic Research in Business … 4 (2014) 11, pp. 35-45
Equation Model (SEM) in its data processing. The results have shown that the customer relationship management (CRM), portfolio … variables. The CRM has no direct significant effect on investor’s loyalty, but has a direct significant effect on investor … the CRM, portfolio performance and service quality through the investor’s trust and satisfaction. …
Persistent link: https://www.econbiz.de/10011132545
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Importer relationship performance in Latin America: the role of trust and commitment
Bianchi, Constanza C.; Saleh, Abu - 2009
Firms from emerging markets are increasingly developing relationships with foreign suppliers, although international relationships are difficult to manage due to differences between countries. Relationship marketing research has focused mainly on the export marketing activities of firms and much...
Persistent link: https://www.econbiz.de/10009437777
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Antecedents of importer relationship performance in Latin America
Bianchi, Constanza; Saleh, Abu - 2011
Emerging market importers are increasingly engaging in relationships with foreign suppliers. Nevertheless, characteristics of the institutional and cultural environments of countries may affect relationship behaviour. Furthermore research on relationship marketing primarily focuses on the...
Persistent link: https://www.econbiz.de/10009483556