The effects of loyalty programs on customer loyalty: The mediating role of customer value and the moderating role of relationship benefits

2012 ◽  
Vol 6 (11) ◽  
Author(s):  
Tang Saili
Keyword(s):  
Customer Loyalty ◽  
Customer Value ◽  
Loyalty Programs ◽  
Mediating Role ◽  
Relationship Benefits ◽  
Moderating Role

scholarly journals A Mediating Role of Customer Value Between Customer Engagement and Loyalty: An Applied Study in Commercial Banks in Egypt

2018 ◽  
Vol 10 (1) ◽  
pp. 136 ◽  
Author(s):  
Eman Abdelhamid Hasnin
Keyword(s):  
Customer Service ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Customer Value ◽  
Customer Engagement ◽  
Suggested Approach ◽  
Mediating Role ◽  
Statistical Analysis Method ◽  
The Relationship

Purpose: The focus of this paper is providing a suggested approach to the nature of the relationship between the customer engagement and customer loyalty through the mediation role of the customer value.Methodology/approach: Through its selection of commercial banks in Egypt and the use of statistical analysis method SPSS.11. The data was analyzed using the AMOS pathway analysis to identify the nature of the relationships between variables.Findings: An artistic approach to understanding develop a model of the the relationship between customer value and customer loyalty within a mediating role of customer engagement in some commercial banks in Egypt. The research found that CE and CL improve the ability to building more effective customer service.

Investigating the relationship between customer knowledge management and customer loyalty: mediating role of customer value (Case study: Saderat Bank of Khozestan)

2016 ◽  
Author(s):  
Abdollah Karimi ◽  
Seyed Mohsen Allameh
Keyword(s):  
Knowledge Management ◽  
Competitive Advantage ◽  
Customer Loyalty ◽  
Customer Value ◽  
Customer Knowledge ◽  
Mediating Role ◽  
Customer Knowledge Management ◽  
The Relationship

Customer orientation has attracted increasing importance and considered as the main competitive advantage of organizations in the process of firm achievement. If an organization can satisfy its customer and attract loyal customer, it would lead to its long term growth. Increasing competition in national, regional and global areas has led to more attention to competitive advantage as a key determinant of organization growth. To be successful in these circumstances, knowledge management and its procedures can be considered as a necessity. Knowledge management focuses on the knowledge usage to establish competitive advantage and form dynamics in a complex environment. Hence, current study aims to investigate the relationship between customer knowledge management and customer loyalty focusing on the mediating role of customer value by a case study conducted on Saderat Bank in Khozestan. Measurement items are adapted from existing scales found in the knowledge management and marketing literature. Academic colleagues reviewed the items for face validity and readability. The scales are evaluated for reliability using data collected in a survey of Saderat Bank’s customers. A structural equation modeling procedure is applied to the examination of the influences of customer knowledge management on customer value and customer loyalty. The research model was tested empirically using a sample of 500 customers who had referred to Saderat Bank’s agencies in Khozestan during the period of research. The paper found that the most influential dimensions of knowledge management on customer value are knowledge for customer, knowledge of customer, knowledge about customer, respectively. Furthermore, the effect of consistency between customer image and perceived value on customer loyalty was strong.Keywords: Customer knowledge management, Customer knowledge, Customer value, Customer loyalty 

Innovation as a key to strengthen the effect of relationship benefits on loyalty in retailing

2017 ◽  
Vol 31 (2) ◽  
pp. 131-141 ◽  
Author(s):  
Maria-Eugenia Ruiz-Molina ◽  
Irene Gil-Saura ◽  
David Servera-Francés
Keyword(s):  
Customer Loyalty ◽  
Social Dimension ◽  
Special Treatment ◽  
Store Loyalty ◽  
Content Type ◽  
Point Of Sale ◽  
Treatment Benefits ◽  
Relationship Benefits ◽  
Moderating Role

Purpose This work aims to attempt an in-depth study of the link between relationship benefits and store loyalty, examining the moderating role of the retailer’s degree of innovation in these relations. Design/methodology/approach An equations model has been contrasted based on 820 valid individual structured questionnaires administered to consumers of 13 trade names in four retail distribution sectors (food, textile, electronics and household goods). Findings The results provide evidence of the positive influence of relationship benefits on store loyalty and in particular the benefits stemming from trust. The links between social and special treatment benefits in relation to loyalty are, however, significantly stronger in the less innovative establishments. Research limitations/implications This paper provides evidence of the moderating role of innovation on the relationship between social benefits and special treatment benefits and loyalty. Practical implications Technology may be used as a differentiation tool. The retailer should concentrate its investments on information and communications technology solutions that contribute to enhance the customer experience at the point of sale without neglecting the social dimension to increase the benefits of trust and ultimately, customer loyalty. Originality/value The paper provides an in-depth examination of the retail innovation variable which is scarcely analysed in the literature, offering support for the idea that innovation at the point of sale plays a moderating role in the links between relational benefits and customer loyalty.

Selecting which touchpoints to manage for customer loyalty: an empirical analysis in retail banking

2019 ◽  
pp. 39-54
Author(s):  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Empirical Analysis ◽  
Customer Loyalty ◽  
Online Survey ◽  
Customer Experience ◽  
Retail Banking ◽  
Customer Experience Management ◽  
Moderating Role

Customer Experience develops through a journey of touchpoints. However, little is known on the role of touchpoints in contributing to customer loyalty, which is the final aim of Customer Experience Management. This study provides an examination of the relative and moderating role of frequency and positivity of exposure to more than twenty touchpoints and their interplay in contributing to customer loyalty. An online survey on more than three thousand consumers is run with reference to retail banking. Results show that only a small number of touchpoints is significantly related to customer loyalty. Findings point companies' attention to invest their efforts in managing both the frequency and positivity of specific touchpoints.

Sign in / Sign up

Export Citation Format

Share Document