The Impact of Switching Barriers on Customer Loyalty in Professional Service Contexts

2006 ◽  
Author(s):  
Mei-Fang Chen ◽  
Ling-Huei Wang
Keyword(s):  
Customer Loyalty ◽  
Professional Service ◽  
Switching Barriers ◽  
The Impact

scholarly journals The Impact of Customer satisfaction and Switching Barriers on Customer Loyalty in Pakistani Mobile Telecommunication Services

2012 ◽  
Vol 4 (4) ◽  
Author(s):  
Irshad Hussain Sarki ◽  
Sarwar M. Azhar ◽  
Dr. Niaz Ahmed Bhutto ◽  
Rafique Ahmed Khuhro ◽  
Imran Arshaad
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Mobile Telecommunication ◽  
Telecommunication Services ◽  
Switching Barriers ◽  
The Impact

scholarly journals THE EFFECT OF SERVICE QUALITY AND SWITCHING BARRIERS ON CUSTOMER LOYALTY – A STUDY OF HOSPITALITY SERVICES

2011 ◽  
Vol 14 (2) ◽  
pp. 65-72
Author(s):  
Han Ho Ngoc Nguyen ◽  
Thanh Huynh Mai Pham ◽  
Thuy Ngoc Pham
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Switching Barriers ◽  
Core Service ◽  
Service To Others ◽  
The Impact

Customer loyalty is the goal towards which many businesses, including tourist hotels place importance on. Loyalty does not only mean repurchasing, but also involves positive talk about the service to others. This paper models customer satisfaction as a mediating variable of service quality and customer loyalty. It investigates the effect of service quality on customer satisfaction and then the effect of customer sarisfaction on customer loyalty. The impact of switching barriers on customer loyalty is also investigated. The results show that there are two components of service quality affecting customer satisfaction, namely Core service (β = 0.406) and Physical environment (β = 0.254). The research also reveals that Customer satisfation (β = 0.688) and Switching barriers (β = 0.110) both have impacts on customer loyalty, in which customer satisfation plays the key role.

The Impact of corporate social responsibility (CSR) and relationship marketing on relationship maintainer and customer loyalty by mediating role of customer satisfaction

2018 ◽  
Vol 4 (4) ◽  
pp. 19-24
Author(s):  
Anam Bhatti ◽  
Sumbal Arif ◽  
Marium Marium ◽  
Sohail Younas
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Research Strategy ◽  
Equation Modeling ◽  
Survey Method ◽  
Research Approach ◽  
Questionnaire Method ◽  
The Impact

CSR has become one of the imperative implements in satisfying customers. The impartial of this research is to calculate CSR, relationship marketing, and customer satisfaction. There is no more study accompanied in Pakistan to quantify the effect of CSR and relationship marketing on the relationship maintainer and customer loyalty. To find out deductive approach and survey method is used as research approach and research strategy respectively. This research design is descriptive and quantitative study. For data, collection questionnaire method with semantic differential scale and seven point scales are adopted. Data has been collected by adopting the non-probability convenience technique as sampling technique and the sample size is 400. For factor confirmatory factor analysis, structure equation modeling and medication analysis, regression analysis Amos software were used. Strong empirical evidence supports that the customer’s perception of CSR performance is highly influenced by the values

Test of Mediation and Moderation between Employee Empathy and Customers’ Advocacy

2020 ◽  
Author(s):  
Sajjad Ahmad Afridi ◽  
Asad Shahjehan ◽  
Maqsood Haider ◽  
Dr Uzma Munawar
Keyword(s):  
Factor Analysis ◽  
Customer Loyalty ◽  
Service Sector ◽  
Mediating Effect ◽  
First Line ◽  
Private Hospitals ◽  
Proposed Model ◽  
Confirmatory Factor ◽  
The Impact ◽  
Significant Moderator

This study examined the impact of employee empathy on customers’ advocacy directly and indirectly through customers’ loyalty. Moreover, the interacting effect of customers’ trust was verified between the association of customers’ loyalty and advocacy. The attributes of the proposed model were examined in the context of first line employee and patients’ interactions. A total of 220 responses were collected for analysis from the private hospitals of Peshawar. The model fitness was confirmed through confirmatory factor analysis and hypotheses were examined. Findings confirmed the positive and significant impact of employee empathy on customers’ advocacy. Further, the mediating effect was examined and found that loyalty partially mediates employee empathy and customers’ advocacy. Additionally, trust was found a significant moderator between the association of customer loyalty and advocacy. Furthermore, findings revealed that trust based loyalty significantly and positively mediates employee empathy and customers’ advocacy. Findings of the present study provide understanding for the service sector, particularly in healthcare, to enhance customers’ loyalty, advocacy, and trust through service employee’s empathic aptitude. Keywords: Employee empathy, Service Eco-system, Customers’ Loyalty, Customers’ Advocacy, Trust-Based Loyalty, Healthcare, S-D Logic

Investigating The Impact Of E-CRM On Customer Loyalty: A Case Of B2B (Business To Business Zain’s Customers) In Zain Company In Jordan

2017 ◽  
pp. 9
Author(s):  
محمد سليم الشورة ◽  
عماد علي سلامة الكساسبه ◽  
رولا عبدالقادر رباعي
Keyword(s):  
Customer Loyalty ◽  
The Impact ◽  
Business To Business

The Impact of Service Satisfaction, Relational Satisfaction and Commitment on Customer Loyalty in Logistics Outsourcing Relationship

2015 ◽  
Vol 4 (1and2) ◽  
Author(s):  
Sanjit Singh H.
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Structural Model ◽  
Reliability And Validity ◽  
Service Satisfaction ◽  
Equation Modeling ◽  
Relational Satisfaction ◽  
Logistics Outsourcing ◽  
Major Predictor ◽  
The Impact

This research explores the impact of service satisfaction, relational satisfaction, price satisfaction, and commitment on customer loyalty in logistics outsourcing relationships in Indian scenario. 254 users of logistics services from India were selected for investigating the potential linkages among the aforementioned satisfaction aspects and loyalty. Structural equation modeling (SEM) was employed to test the reliability and validity of the measurement and structural model developed to study the relationship among the linkages. Findings from the study supports that logistics service satisfaction, price satisfaction, relational satisfaction and commitment do influence loyalty positively. The analysis suggests that service satisfaction is the most important antecedent having primary influence in the formation of customer loyalty. Service satisfaction also has secondary influence on loyalty by acting as a strong driver in both relational satisfaction and commitment aspects of the service dimensions. Price satisfaction though positively been driven by service satisfaction, was found to have less significant effect as a predictor of loyalty in this context. The present study suggests that relational satisfaction is the second major predictor of loyalty which also drives commitment. This research is not an end-point but an attempt to establish the linkages and the effect among the antecedents driving the building and retention of good buyer-seller relationship in logistics outsourcing.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

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