ABSTRACT:Increasingly more intense competition and the global nature require a shifting from transactional marketing paradigm to relational marketing, especially in e-business to meet increasing and varied customer’s demands. Company management must establish e-loyalty to maintain and retain customers. This paper aims to explain the relationship model of e-service quality, e-satisfaction, e-trust, e-commitment and customer e-loyalty. This relationship is based on the relationship marketing theory based on the online perspective in building the customer e-loyalty. Results of this study show that e-service quality, e-satisfaction, e-trust and e-commitment play a key role in building the e-loyalty of the online customer.
Relationship between Social bonds and Customer value in commercial Banks in K...inventionjournals
This study sought to empirically examine the influence of social bonds on customer value in commercial banks in Kenya. The social bonds examined in this study are communication with customers (CC), creation of friendship (CF) and social support (SS). The study sample consists of 384 respondents with a response rate of 78.1 per cent. Data was analyzed by employing correlation and multiple regression analysis. The findings revealed that social bonds are positively associated with customer value in commercial banks in Kenya. The generalization of the findings is limited as the study focused only on a single industry in Kenya. Based on the findings, companies employing social bonds strategies should focus on improving the usefulness of the social bonds to customers by creating opportunities to strengthen social relationships. This study successfully extends the relationship marketing strategies in the context of customer value by incorporating communication with customers, creation of friendship and social support constructs. This extended relationship marketing model is developed to achieve the greater understanding of customer acceptance of social bonding strategy in Kenya’s commercial banks. In conclusion, the model in this study presents a considerable improvement in explanatory power.
The document discusses customer loyalty and relationship management in the stock broking industry in India. It provides an overview of the evolution of stock broking in India from a broker-driven market to today's customer-centric environment where customers have more choice and control. Maintaining customer loyalty and relationships is now critical for stock brokers' long-term success. The document reviews different dimensions of customer loyalty and relationships that brokers need to consider, such as satisfaction, referrals, switching costs, and varying levels of customers' desire for relationships.
How quality, value, image, and satisfaction create loyalty at an iran telecomCuong Dinh
This study examines the relationships between service quality, perceived value, corporate image, customer satisfaction, and loyalty for customers of a telecommunications company in Iran. The study proposes and tests a model showing that service quality influences perceived value, corporate image, and customer satisfaction. Perceived value and corporate image also influence satisfaction. Corporate image influences perceived value and both satisfaction and corporate image directly impact customer loyalty. Customer satisfaction mediates the effects of service quality, perceived value, and corporate image on loyalty. The study analyzed survey data from 417 customers to validate this model.
The document discusses a study that examines the relationships between e-service quality, perceived value, customer satisfaction, and loyalty in online shopping. It develops a research model to test these relationships. The model proposes that e-service quality impacts customer satisfaction and perceived value, which in turn impact customer loyalty. The study uses a survey to collect data from online shoppers to test this model and the relationships between the factors.
Customer's perception of public relation in e commerce and its impact on e-lo...Samar Rahi
This study aims to inspect the relationship between Customer’s Perception of Public Relation (PRP), Customer Perceived Value (CPV) on E-Loyalty; further test the moderating role of Switching Cost and Brand Image in that relationship.
This document summarizes a study on the relative importance of employees versus company brands on the customer experience. The study analyzed data from an insurance company, including customer satisfaction surveys, employee engagement surveys, and agent performance metrics.
The key findings were:
1) Customers rated their insurance agents significantly higher than they rated the overall insurance company brand.
2) Higher customer ratings of individual agents were correlated with better agent performance in customer retention and account growth, but customer ratings of the overall company did not impact agent performance.
3) Agent engagement was positively correlated with account growth but not with customer satisfaction ratings. Engagement mattered most for agents who also received high customer satisfaction ratings.
Relationship between Social bonds and Customer value in commercial Banks in K...inventionjournals
This study sought to empirically examine the influence of social bonds on customer value in commercial banks in Kenya. The social bonds examined in this study are communication with customers (CC), creation of friendship (CF) and social support (SS). The study sample consists of 384 respondents with a response rate of 78.1 per cent. Data was analyzed by employing correlation and multiple regression analysis. The findings revealed that social bonds are positively associated with customer value in commercial banks in Kenya. The generalization of the findings is limited as the study focused only on a single industry in Kenya. Based on the findings, companies employing social bonds strategies should focus on improving the usefulness of the social bonds to customers by creating opportunities to strengthen social relationships. This study successfully extends the relationship marketing strategies in the context of customer value by incorporating communication with customers, creation of friendship and social support constructs. This extended relationship marketing model is developed to achieve the greater understanding of customer acceptance of social bonding strategy in Kenya’s commercial banks. In conclusion, the model in this study presents a considerable improvement in explanatory power.
The document discusses customer loyalty and relationship management in the stock broking industry in India. It provides an overview of the evolution of stock broking in India from a broker-driven market to today's customer-centric environment where customers have more choice and control. Maintaining customer loyalty and relationships is now critical for stock brokers' long-term success. The document reviews different dimensions of customer loyalty and relationships that brokers need to consider, such as satisfaction, referrals, switching costs, and varying levels of customers' desire for relationships.
How quality, value, image, and satisfaction create loyalty at an iran telecomCuong Dinh
This study examines the relationships between service quality, perceived value, corporate image, customer satisfaction, and loyalty for customers of a telecommunications company in Iran. The study proposes and tests a model showing that service quality influences perceived value, corporate image, and customer satisfaction. Perceived value and corporate image also influence satisfaction. Corporate image influences perceived value and both satisfaction and corporate image directly impact customer loyalty. Customer satisfaction mediates the effects of service quality, perceived value, and corporate image on loyalty. The study analyzed survey data from 417 customers to validate this model.
The document discusses a study that examines the relationships between e-service quality, perceived value, customer satisfaction, and loyalty in online shopping. It develops a research model to test these relationships. The model proposes that e-service quality impacts customer satisfaction and perceived value, which in turn impact customer loyalty. The study uses a survey to collect data from online shoppers to test this model and the relationships between the factors.
Customer's perception of public relation in e commerce and its impact on e-lo...Samar Rahi
This study aims to inspect the relationship between Customer’s Perception of Public Relation (PRP), Customer Perceived Value (CPV) on E-Loyalty; further test the moderating role of Switching Cost and Brand Image in that relationship.
This document summarizes a study on the relative importance of employees versus company brands on the customer experience. The study analyzed data from an insurance company, including customer satisfaction surveys, employee engagement surveys, and agent performance metrics.
The key findings were:
1) Customers rated their insurance agents significantly higher than they rated the overall insurance company brand.
2) Higher customer ratings of individual agents were correlated with better agent performance in customer retention and account growth, but customer ratings of the overall company did not impact agent performance.
3) Agent engagement was positively correlated with account growth but not with customer satisfaction ratings. Engagement mattered most for agents who also received high customer satisfaction ratings.
The aim of this study is to investigate the Impact of Brand Image, Service Quality and Trust on
Customer Loyalty, Moderating Effect of Perceived Price Fairness and the Mediating Effect of Customer
Satisfaction on telecommunication sector of Pakistan. This research is helpful to capture and retain the satisfied
and loyal customer and it is useful to identify the factors through which telecommunication sector may improve
its performance.
This study examines customer participation in service recovery and its effects. The researchers developed a new construct called "customer participation in service recovery" and proposed a theoretical framework linking it to customer satisfaction and intention for future co-creation. They conducted role-playing experiments to test this framework. The results showed that when customers participate in the service recovery process for self-service technologies, they report higher role clarity, perceived value of future co-creation, satisfaction with recovery, and intention to co-create in the future. The study aims to integrate literature on customer participation and service recovery.
This document summarizes a research paper that examined predictors of customer loyalty to mobile service providers in South Africa. The research paper investigated the relationships between mobile service quality, customer satisfaction, customer trust, customer intimacy, and customer loyalty using a survey of 151 mobile customers. The results found that mobile service quality positively influences customer satisfaction, and customer satisfaction positively influences customer trust and intimacy. Additionally, customer trust and intimacy were found to positively influence customer loyalty. The research discusses implications for both academics and mobile service provider managers, and suggests areas for future research.
This document discusses a study that examines the relationship between relationship marketing and bank performance in commercial banks in Southwestern Nigeria. The study uses a questionnaire to collect data on direct marketing, internal marketing, relationship quality, relational benefits, and bank performance indicators from employees at branches of commercial banks in three states. Regression analysis is used to analyze the data and determine the impact of the relationship marketing factors on bank performance. The results show some factors have a positive significant relationship with bank performance while others do not.
Relationship marketing practices and customer loyaltyAlexander Decker
This document summarizes a study that explored the relationship between relationship marketing practices and customer loyalty in Ghana's banking industry. The study found that six relationship marketing constructs (trust, competence, conflict handling, commitment, communication, and social and financial bonds) cumulatively had a significant positive effect on customer loyalty. Individually, competence, commitment, and communication were found to be the most significant drivers of customer loyalty. The study recommends that banks focus on relationship marketing strategies to improve customer loyalty and retention.
This document summarizes a study examining factors that influence customer satisfaction and trust in mobile commerce (m-commerce) transactions. The study surveyed 200 m-commerce customers. Results of the analysis show that customer satisfaction with vendors was significantly influenced by ease-of-use, responsiveness, and brand image. Customer trust in vendors was affected by responsiveness, brand image, and satisfaction. The study concludes that m-commerce providers should focus on these factors to provide more satisfaction and trust among customers. Understanding these factors enables providers to better develop trust with m-commerce customers.
Marketing Mix and Service Quality Effect on Customer Satisfaction and Loyalty...QUESTJOURNAL
ABSTRACT: This study aims to test and empirical analysis the marketing mix and service quality effect on customer satisfaction and customer loyalty, research was conducted in 26 branches in Sulawesi a population of about 16 212 customers of PT. HadjiKalla in Sulawesi who purchase Toyota cars for 2015 with a sample of 390 customers. The results of the analysis of structural equation modelusing AMOS version 20 provide evidence that marketing mix has a positive and significant effect on customer satisfaction and customer loyalty. Service quality is positive and significant effect on customer satisfaction, but insignificant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Marketing mix and service quality has a significant on customer loyalty as a mediated customer satisfaction. The practical implication of this study provide increased knowledge and understanding of the customer and the company's management in Sulawesi in increasing customer loyalty through marketing mix, service quality and customer satisfaction. Limitations of this study on a sample size using only the customers car brands Toyota and just carried on Sulawesi area that may limit generalizability of the research findings. Originality of this study provide the basis for the development configuration modeling using structural equation model and conceptual models that prove marketing mix and service quality on customer loyalty as a mediated customer satisfaction in previous research done separately. The mediating role of customer satisfaction is proven to increase customer loyalty to the highway.
Effects of Service Quality, Trust, and Price on The Satisfaction And Loyalty ...inventionjournals
This research aim to be examine and analyze the effect of quality service, trust and price to customer satisfaction in PT. Telkomsel branch of Makassar, and too examine and analyze the effect of quality service, trust and price on customer loyalty in PT. Telkomsel at Makassar. To apply that goal then used data collection technique through documentation and questionnaires, with taking population that costumer of Telkomsel that holds cards simPATI, As, and HALO, this use one year and domiciled in Makassar city which amounts 47.173 people and taking a sampling with propotional random sampling which amounts 180 people and used data analyze technique Structural Equation Modeling (SEM) with used the help of software Amos release 22. The result of research showed that the quality of service give positive and significant impact on customer satisfaction and loyalty. Trust also give positive and significant impact on customer satisfaction and loyalty while price give negative impact on customer satisfaction and loyalty which by increasing. The price by telkomsel through increased credit rates will affect customer’s satisfaction and loyalty. From the result of this research support the old result of this research and supporting theory where overall research variable with indicators that form question in questionnaire all have an impact on customer satisfaction and loyalty although the variables must be through satisfaction to reach customer loyalty and these variables into a unity
Purpose: The main purpose of this study is to propose an empirical conceptual framework to gauge the elements that would affect loyalty of telecommunication consumers of Pakistan.
Design/methodology/approach: This study intends to use the quantitative approach by getting the responses from actual customers of telecommunication industry. The SEM approach will be used via PLS for data analysis.
Effects of service quality and salespersonTapan Panda
This document summarizes a research study that examines the effects of service quality and salesperson characteristics on consumer trust and relationship commitment among life insurance buyers in India. It presents two models - one linking service quality to trust and commitment, and another adding salesperson characteristics as a mediating variable. The study uses structural equation modeling to test the hypotheses and relationships between the variables. 663 insurance buyers provided data to measure constructs like service quality, trust, salesperson expertise/power, and relationship commitment. The results validated the models and provided insights into how these factors interact in the Indian insurance context.
The document summarizes an article that examines how consumers evaluate service experiences during and after consumption. It discusses that services are difficult for marketers to communicate value for since they are intangible. The article focuses on aspects of the service experience - core service, employee service, and physical environment - that influence consumer feelings, satisfaction, and brand attitudes. It generated hypotheses about the relationships between these factors that were validated through a case study. The document provides key takeaways about the challenges of intangibility for services and determining consumer satisfaction, and implications for making services more tangible.
The paper titled, ―A Study On Customer Loyalty & Satisfaction In Electronics Industry‖ focuses on the level of satisfaction and loyalty a customer perceives in an electronics company. The research made use of ANOVA and Independent sample T- test. The results showed that loyalty and satisfaction are not influenced by type of outlet or age or gender of the customer but by the quality of service a customer receives.
This document discusses measuring customer satisfaction with service quality using the American Customer Satisfaction Index (ACSI) model. It was applied to the Macedonian mobile telecommunications industry to understand how customers perceive service quality and satisfaction with three major providers (T-Mobile, ONE, VIP). A survey was conducted and it was found that overall perceived service quality did not meet customer expectations and satisfaction levels were low. The document reviews factors that influence customer satisfaction and the importance of customer relationship marketing for customer loyalty and retention.
IRJET- A Study on the different Elements of Customer Loyalty and its Impact o...IRJET Journal
The document discusses customer loyalty and its impact on business. It defines customer loyalty as repeat purchasing and positive word-of-mouth promotion. Customer satisfaction is key to developing loyal customers. The objectives are to study aspects of customer loyalty and understand its origins and implications. A literature review covers definitions of loyalty, factors that influence satisfaction like expectations and fairness, and common loyalty programs in industries. Research questions are raised about how networks and programs can build loyalty profitably. The implications are that the research provides a framework to assess loyalty programs and help managers utilize limited resources effectively to understand customer satisfaction and loyalty levels.
Perceived Influence of Perceived Salesperson Relationship and Customer Satisf...ijtsrd
The telecommunications industry is fast growing and continues to attract competition. This makes it essential for telecommunication stakeholders to ensure retention of their current customers, in order to wade off patronising other networks. This among other reasons informed the study to investigate the influence of perceived salesperson relationship and customer satisfaction on customer retention of telecommunications Network users. The study adopted cross sectional survey research design and gathered data from two hundred and forty two 242 telecommunications users in Ibadan metropolis. Data was gathered through well designed questionnaire, comprising of different standardized scale of measurements. Frequency distribution revealed that more of the respondents 57.4 were males, while the other 42.6 were females. Findings revealed that there exists significant relationship between customer retention and salesperson relationship among telecommunications network users in Ibadan r = .46 P .01 . Also, there exists significant relationship between customer satisfaction and salesperson relationship among telecommunications network users in Ibadan r = .65 P .01 . When combined, salesperson interaction relationship and customer satisfaction accounted for about 8 variance in customer retention among telecommunications network users in Ibadan.From the findings, it was recommended that more policies should be put in place which will favour retaining customers. This will continue to retain the culture of retention to the product of the telecommunications service providers. Ojo Adeshina Akinwumi | Obi Ugochukwu. E "Perceived Influence of Perceived Salesperson Relationship and Customer Satisfaction on Customer Retention of Telecommunications Network Users" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-5 , August 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31807.pdf Paper Url :https://www.ijtsrd.com/management/consumer-behaviour/31807/perceived-influence-of-perceived-salesperson-relationship-and-customer-satisfaction-on-customer-retention-of-telecommunications-network-users/ojo-adeshina-akinwumi
The document provides an overview of services marketing concepts including:
1) It defines services and identifies key differences between goods and services such as intangibility, perishability, and simultaneous production and consumption.
2) It introduces the services marketing triangle and expanded 7Ps marketing mix framework for services.
3) It discusses models for understanding service quality like the gaps model and challenges in consumer behavior related to services like higher perceived risk and difficulty evaluating service alternatives.
Consumer trust in a post-truth world: Exploring a trust repair vis-à-vis ser...Bournemouth University
Find attached slides presenting interim results of my Academy of Marketing funded research that I presented at the Business School, Faculty of Management, BU staff seminar series.
Q-Post provides an e-citizen courier service in partnership with Hukoomi and the Ministry of Interior to transport personal documents for Qatari citizens. The service involves collecting documents from customers, transporting them to the National Passport Department, picking them up once ready, and delivering them back to customers or their postboxes. Customers apply through the Hukoomi portal and documents are batched and sent to Q-Post as an excel file. The workflow involves collection receipts, manifests, and proof of delivery documents at each stage.
The purpose of this paper is to discuss on the concept of job satisfaction and how job satisfaction can make impact on the performance of employees in an organization. The paper will be limited to the positive and negative effects of Job satisfaction. Secondly, the literature review will discuss the relationship between employee motivation, job satisfaction and employee performance.
The aim of this study is to investigate the Impact of Brand Image, Service Quality and Trust on
Customer Loyalty, Moderating Effect of Perceived Price Fairness and the Mediating Effect of Customer
Satisfaction on telecommunication sector of Pakistan. This research is helpful to capture and retain the satisfied
and loyal customer and it is useful to identify the factors through which telecommunication sector may improve
its performance.
This study examines customer participation in service recovery and its effects. The researchers developed a new construct called "customer participation in service recovery" and proposed a theoretical framework linking it to customer satisfaction and intention for future co-creation. They conducted role-playing experiments to test this framework. The results showed that when customers participate in the service recovery process for self-service technologies, they report higher role clarity, perceived value of future co-creation, satisfaction with recovery, and intention to co-create in the future. The study aims to integrate literature on customer participation and service recovery.
This document summarizes a research paper that examined predictors of customer loyalty to mobile service providers in South Africa. The research paper investigated the relationships between mobile service quality, customer satisfaction, customer trust, customer intimacy, and customer loyalty using a survey of 151 mobile customers. The results found that mobile service quality positively influences customer satisfaction, and customer satisfaction positively influences customer trust and intimacy. Additionally, customer trust and intimacy were found to positively influence customer loyalty. The research discusses implications for both academics and mobile service provider managers, and suggests areas for future research.
This document discusses a study that examines the relationship between relationship marketing and bank performance in commercial banks in Southwestern Nigeria. The study uses a questionnaire to collect data on direct marketing, internal marketing, relationship quality, relational benefits, and bank performance indicators from employees at branches of commercial banks in three states. Regression analysis is used to analyze the data and determine the impact of the relationship marketing factors on bank performance. The results show some factors have a positive significant relationship with bank performance while others do not.
Relationship marketing practices and customer loyaltyAlexander Decker
This document summarizes a study that explored the relationship between relationship marketing practices and customer loyalty in Ghana's banking industry. The study found that six relationship marketing constructs (trust, competence, conflict handling, commitment, communication, and social and financial bonds) cumulatively had a significant positive effect on customer loyalty. Individually, competence, commitment, and communication were found to be the most significant drivers of customer loyalty. The study recommends that banks focus on relationship marketing strategies to improve customer loyalty and retention.
This document summarizes a study examining factors that influence customer satisfaction and trust in mobile commerce (m-commerce) transactions. The study surveyed 200 m-commerce customers. Results of the analysis show that customer satisfaction with vendors was significantly influenced by ease-of-use, responsiveness, and brand image. Customer trust in vendors was affected by responsiveness, brand image, and satisfaction. The study concludes that m-commerce providers should focus on these factors to provide more satisfaction and trust among customers. Understanding these factors enables providers to better develop trust with m-commerce customers.
Marketing Mix and Service Quality Effect on Customer Satisfaction and Loyalty...QUESTJOURNAL
ABSTRACT: This study aims to test and empirical analysis the marketing mix and service quality effect on customer satisfaction and customer loyalty, research was conducted in 26 branches in Sulawesi a population of about 16 212 customers of PT. HadjiKalla in Sulawesi who purchase Toyota cars for 2015 with a sample of 390 customers. The results of the analysis of structural equation modelusing AMOS version 20 provide evidence that marketing mix has a positive and significant effect on customer satisfaction and customer loyalty. Service quality is positive and significant effect on customer satisfaction, but insignificant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Marketing mix and service quality has a significant on customer loyalty as a mediated customer satisfaction. The practical implication of this study provide increased knowledge and understanding of the customer and the company's management in Sulawesi in increasing customer loyalty through marketing mix, service quality and customer satisfaction. Limitations of this study on a sample size using only the customers car brands Toyota and just carried on Sulawesi area that may limit generalizability of the research findings. Originality of this study provide the basis for the development configuration modeling using structural equation model and conceptual models that prove marketing mix and service quality on customer loyalty as a mediated customer satisfaction in previous research done separately. The mediating role of customer satisfaction is proven to increase customer loyalty to the highway.
Effects of Service Quality, Trust, and Price on The Satisfaction And Loyalty ...inventionjournals
This research aim to be examine and analyze the effect of quality service, trust and price to customer satisfaction in PT. Telkomsel branch of Makassar, and too examine and analyze the effect of quality service, trust and price on customer loyalty in PT. Telkomsel at Makassar. To apply that goal then used data collection technique through documentation and questionnaires, with taking population that costumer of Telkomsel that holds cards simPATI, As, and HALO, this use one year and domiciled in Makassar city which amounts 47.173 people and taking a sampling with propotional random sampling which amounts 180 people and used data analyze technique Structural Equation Modeling (SEM) with used the help of software Amos release 22. The result of research showed that the quality of service give positive and significant impact on customer satisfaction and loyalty. Trust also give positive and significant impact on customer satisfaction and loyalty while price give negative impact on customer satisfaction and loyalty which by increasing. The price by telkomsel through increased credit rates will affect customer’s satisfaction and loyalty. From the result of this research support the old result of this research and supporting theory where overall research variable with indicators that form question in questionnaire all have an impact on customer satisfaction and loyalty although the variables must be through satisfaction to reach customer loyalty and these variables into a unity
Purpose: The main purpose of this study is to propose an empirical conceptual framework to gauge the elements that would affect loyalty of telecommunication consumers of Pakistan.
Design/methodology/approach: This study intends to use the quantitative approach by getting the responses from actual customers of telecommunication industry. The SEM approach will be used via PLS for data analysis.
Effects of service quality and salespersonTapan Panda
This document summarizes a research study that examines the effects of service quality and salesperson characteristics on consumer trust and relationship commitment among life insurance buyers in India. It presents two models - one linking service quality to trust and commitment, and another adding salesperson characteristics as a mediating variable. The study uses structural equation modeling to test the hypotheses and relationships between the variables. 663 insurance buyers provided data to measure constructs like service quality, trust, salesperson expertise/power, and relationship commitment. The results validated the models and provided insights into how these factors interact in the Indian insurance context.
The document summarizes an article that examines how consumers evaluate service experiences during and after consumption. It discusses that services are difficult for marketers to communicate value for since they are intangible. The article focuses on aspects of the service experience - core service, employee service, and physical environment - that influence consumer feelings, satisfaction, and brand attitudes. It generated hypotheses about the relationships between these factors that were validated through a case study. The document provides key takeaways about the challenges of intangibility for services and determining consumer satisfaction, and implications for making services more tangible.
The paper titled, ―A Study On Customer Loyalty & Satisfaction In Electronics Industry‖ focuses on the level of satisfaction and loyalty a customer perceives in an electronics company. The research made use of ANOVA and Independent sample T- test. The results showed that loyalty and satisfaction are not influenced by type of outlet or age or gender of the customer but by the quality of service a customer receives.
This document discusses measuring customer satisfaction with service quality using the American Customer Satisfaction Index (ACSI) model. It was applied to the Macedonian mobile telecommunications industry to understand how customers perceive service quality and satisfaction with three major providers (T-Mobile, ONE, VIP). A survey was conducted and it was found that overall perceived service quality did not meet customer expectations and satisfaction levels were low. The document reviews factors that influence customer satisfaction and the importance of customer relationship marketing for customer loyalty and retention.
IRJET- A Study on the different Elements of Customer Loyalty and its Impact o...IRJET Journal
The document discusses customer loyalty and its impact on business. It defines customer loyalty as repeat purchasing and positive word-of-mouth promotion. Customer satisfaction is key to developing loyal customers. The objectives are to study aspects of customer loyalty and understand its origins and implications. A literature review covers definitions of loyalty, factors that influence satisfaction like expectations and fairness, and common loyalty programs in industries. Research questions are raised about how networks and programs can build loyalty profitably. The implications are that the research provides a framework to assess loyalty programs and help managers utilize limited resources effectively to understand customer satisfaction and loyalty levels.
Perceived Influence of Perceived Salesperson Relationship and Customer Satisf...ijtsrd
The telecommunications industry is fast growing and continues to attract competition. This makes it essential for telecommunication stakeholders to ensure retention of their current customers, in order to wade off patronising other networks. This among other reasons informed the study to investigate the influence of perceived salesperson relationship and customer satisfaction on customer retention of telecommunications Network users. The study adopted cross sectional survey research design and gathered data from two hundred and forty two 242 telecommunications users in Ibadan metropolis. Data was gathered through well designed questionnaire, comprising of different standardized scale of measurements. Frequency distribution revealed that more of the respondents 57.4 were males, while the other 42.6 were females. Findings revealed that there exists significant relationship between customer retention and salesperson relationship among telecommunications network users in Ibadan r = .46 P .01 . Also, there exists significant relationship between customer satisfaction and salesperson relationship among telecommunications network users in Ibadan r = .65 P .01 . When combined, salesperson interaction relationship and customer satisfaction accounted for about 8 variance in customer retention among telecommunications network users in Ibadan.From the findings, it was recommended that more policies should be put in place which will favour retaining customers. This will continue to retain the culture of retention to the product of the telecommunications service providers. Ojo Adeshina Akinwumi | Obi Ugochukwu. E "Perceived Influence of Perceived Salesperson Relationship and Customer Satisfaction on Customer Retention of Telecommunications Network Users" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-5 , August 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31807.pdf Paper Url :https://www.ijtsrd.com/management/consumer-behaviour/31807/perceived-influence-of-perceived-salesperson-relationship-and-customer-satisfaction-on-customer-retention-of-telecommunications-network-users/ojo-adeshina-akinwumi
The document provides an overview of services marketing concepts including:
1) It defines services and identifies key differences between goods and services such as intangibility, perishability, and simultaneous production and consumption.
2) It introduces the services marketing triangle and expanded 7Ps marketing mix framework for services.
3) It discusses models for understanding service quality like the gaps model and challenges in consumer behavior related to services like higher perceived risk and difficulty evaluating service alternatives.
Consumer trust in a post-truth world: Exploring a trust repair vis-à-vis ser...Bournemouth University
Find attached slides presenting interim results of my Academy of Marketing funded research that I presented at the Business School, Faculty of Management, BU staff seminar series.
Q-Post provides an e-citizen courier service in partnership with Hukoomi and the Ministry of Interior to transport personal documents for Qatari citizens. The service involves collecting documents from customers, transporting them to the National Passport Department, picking them up once ready, and delivering them back to customers or their postboxes. Customers apply through the Hukoomi portal and documents are batched and sent to Q-Post as an excel file. The workflow involves collection receipts, manifests, and proof of delivery documents at each stage.
The purpose of this paper is to discuss on the concept of job satisfaction and how job satisfaction can make impact on the performance of employees in an organization. The paper will be limited to the positive and negative effects of Job satisfaction. Secondly, the literature review will discuss the relationship between employee motivation, job satisfaction and employee performance.
Relationship Between Shariah Principles Adherence, Corporate Social Responsi...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
This document discusses online consumer psychology and strategies for creating trust, persuading customers, and creating loyalty online. It covers topics like trust seals, the elaboration likelihood model of persuasion, Robert Cialdini's six principles of influence, the importance of customer satisfaction, word of mouth marketing and loyalty. The document is a presentation from Jacob L. Orquin, a professor at Aarhus University, and contains learning objectives and examples.
“Satisfaction from e banking services. a comparative study of hdfc and icici...bairasiareshu
This document provides an overview of the history of banking from ancient times through modern Western history. It discusses how temples in ancient civilizations like Babylon and Greece served as early banks where people could store valuables and conduct financial transactions. Banking developed further in ancient Rome and Egypt, utilizing grain and other commodities. During this time period, most banking activities were conducted by private individuals rather than large corporations. The document then outlines some of the key developments in banking during the medieval period in places like Italy and the rise of double-entry bookkeeping. It provides context on the history and evolution of banking practices over thousands of years.
International Journal of Business and Management Invention (IJBMI)inventionjournals
This study aimed to identify the key decision criteria customers consider when choosing a beauty salon. A survey of 482 customers at various salons in Dhaka, Bangladesh was conducted. Factor analysis identified several dimensions of decision criteria, with service quality found to be the most important. Other important criteria included employee competency, brand image, and pricing. The study also found that educational qualifications and monthly expenditures influenced customers' perceptions of decision criteria. Understanding key decision criteria can help salons design service offerings to attract and retain customers.
The development of the internet led to the use of information technology. The use of information technology not only to transform the services provided, but also to change the service delivery process. In connection with this condition raises the opportunity for retail transactions in the use of online shopping. The purpose of research to determine the effect of E-Service Quality, Price Perception to Repurchase Intention mediated by Customer Satisfaction, Customer Loyalty and Experiential Marketing on On-line shopping. The number of samples taken as many as 496 respondents. Respondents who were taken with the provisions ever shop by using online shopping. Sampling method by using random sampling. Data were analyzed by using Structural Equation Modeling (SEM). The results showed the largest influence is satisfaction to consumers loyalty, compared to the other variables. There is e-service quality, experiential marketing, price perception have influence to customer satisfaction. In addition consumer satisfaction has influence to customer loyalty and customer loyalty has influence to repurchase intention. Hence customer satisfaction has influence to repurchase intention, and customer satisfaction has a direct or indirect influence to repurchase intention.
Impact of Customer Relationship Marketing on Customer Value Creation and Cust...inventionjournals
A common slang in the American Businesses known as ―Customer is king‖ and undoubtedly, without customers any business is useless. For achieving desired goals and objectives, there must be a long term relationship. In the modern world, there is a huge competition between organizations so the importance of the relationship with customer exceeds. As we know that the competition is just a mouse click away and the market is more demand oriented so that customer is life blood of any organization. A research study was conducted to analyze the relationship of customer relationship marketing with customer value creation and customer loyalty. Questionnaires were used to collect data from customers of different telecom firms and statistically analyzed using SPSS Version 20. Results demonstrated the impact of customer relationship marketing on customer value creation and customer loyalty
The Influence Of Relationship Marketing On Switching Barrier, Customer Satisf...inventionjournals
This study was aimed at testing and analyzing influence of relationship marketing on switching barrier, customer satisfaction, customer trust, and customer retention. The study was conducted with respondents of 141 Emerald BNI BANK customers in Indonesia. Data were collected by using instruments of questionnaires. The test on the model was done using structural equation model analysis with GSCA approach. Switching barrier significantly influenced on customer satisfaction and customer trust. Furthermore, customer satisfaction and customer trust significanly influenced on customer retention. Partially, it was identified that variable of customer trust was the most dominant variable influencing on the customer retention.
This document is a thesis written by Mirah Javed titled "Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty in Pakistan". It contains an introduction that defines key concepts like customer loyalty, customer satisfaction, service quality, and trust in the context of e-banking. It then reviews relevant literature and develops hypotheses about relationships between internet banking service quality, customer satisfaction, customer loyalty, and trust. It describes the methodology used to collect data through questionnaires. The document aims to understand how internet banking service quality impacts customer satisfaction and loyalty in Pakistan.
This document summarizes a study on the relationship between relationship marketing and customer satisfaction. The study finds that relationship marketing, which focuses on building relationships with customers at every interaction point, can increase customer satisfaction and retention. Maintaining customer trust and commitment through communication, customization, and gratitude can influence customer behavior and loyalty. When companies prioritize customer satisfaction through relationship marketing strategies, it can improve financial performance over the long run and attract new investors. The conclusion is that catering to customer demands through relationship building is important for business success and growth.
This document discusses a study examining the relationships between e-service quality, perceived value, satisfaction, and loyalty in online shopping. The study developed a research model to test whether e-service quality indirectly affects customer loyalty through its impact on perceived value and satisfaction. It also tested whether perceived value indirectly and directly impacts loyalty through satisfaction. The study used structural equation modeling analysis to empirically test the relationships and found support for the model.
- The document summarizes a research study that examines the relationships between service quality, brand attachment, and customer loyalty in the hotel industry in Bali.
- The study uses survey data from 100 hotel customers and analyzes the relationships between the variables using PLS analysis.
- The results found that service quality has a significant positive relationship with both brand attachment and customer loyalty. Brand attachment also has a significant positive relationship with customer loyalty. Additionally, brand attachment was found to mediate the relationship between service quality and customer loyalty.
Attaining Customer Satisfaction! The Role of Customer Value and Relation Base...ijmvsc
This document summarizes a research study on attaining customer satisfaction through customer value and relationship marketing among insurance policy holders in Peshawar, Pakistan. The study examines how customer value, derived from product benefits, brand image, personal benefits, and service benefits, as well as relationship marketing factors like bonding, tangibility, empathy, reciprocity, trust, commitment, communication, and conflict handling, influence customer satisfaction. A literature review covers customer satisfaction, customer value, and relationship marketing. Hypotheses are presented relating these concepts. A research framework shows customer satisfaction as the dependent variable, with customer value and its antecedents as independent variables. The methodology discusses data collection through questionnaires and secondary sources, a sample size of
Supply Chain Management Of Rice In India: A Rice Processing Company's Perspec...ijmvsc
This document summarizes a research study on attaining customer satisfaction through customer value and relationship marketing. The study was conducted with 150 insurance policy holders in Peshawar, Pakistan. The study found that value-added services and effective conflict handling were major contributors to customer satisfaction. Relationship marketing plays a vital role in the insurance industry due to its long-term service nature. Building strong relationships between suppliers, distributors, and customers can increase returns for companies.
Customer Relationship Management and Banking Sector Market Share performanceinventionjournals
The influence of customer relationship management (CRM) on Nigeria banking sector market share performance is the focus of this study. It examined the influence of customer identification, customer retention and technology on customer relationship management and banks market share performance. The ever increasing competition and dynamics in the market place and the need for banks to survive, grow and meet the stakeholders objectives calls for a meaningful long lasting relationship between marketers and all other stakeholders in the organisation. The population of this study consists of all 617 headquarters employees of the 21 deposit money banks in Port Harcourt metropolis that is registered with Nigeria Deposit Insurance Corporation (NDIC); while the sample size of 243 determined through the Tara Yamani formula. Questionnaire was used as an instrument for primary data collection. The Spearman’s Rank Order Correlation was the statistical technique employed for hypothesis testing in the statistical package for social sciences (SPSS) version 17. The findings of this study revealed that there is significant relationship between customer identification, retention, and market share; while technology positively influence CRM and bank market share performance. Customer identification and retention are dimensions of CRM, while market share is the measure of performance, with technology as moderating variable influence between CRM as a measure of bank performance. It is therefore noted that banks will have better competitive advantage when all relevant stakeholders appreciate and demonstrate these customer relationship management strategies with a view of achieving the desired corporate objectives.
Impact of using relationship marketing strategies on customers loyalty study ...Alexander Decker
This document summarizes a study on the impact of relationship marketing strategies on customer loyalty for customers of Saudi Telecom Company (STC) in Riyadh, Saudi Arabia. The study found that financial and structural bonds between STC and customers were key factors in obtaining customer loyalty, while social bonds did not have a statistical relationship with loyalty. It also found differences in loyalty levels due to income and gender. The document provides background on relationship marketing and strategies like financial, social, and structural bonds that aim to retain customers long-term.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
This document discusses a study on the relationship between relationship marketing, customer satisfaction, and loyalty among customers of Ghavamin Bank in Sistan and Baluchestan Province, Iran. The study found a significant, direct relationship between relationship marketing and customer satisfaction and loyalty. Relationship marketing involves trust, commitment, informing customers, and conflict management. Customer satisfaction and loyalty are important for customer retention and profits. The literature review discusses previous studies that also found positive relationships between relationship marketing strategies and customer trust and commitment.
A Research Proposal The Relationship Between Customer Satisfaction And Consu...Brooke Heidt
This document is a research proposal that examines the relationship between customer satisfaction and consumer loyalty. It begins with an abstract that outlines the purpose, methodology, and hypothesis of the study. The introduction provides background on the importance of customer satisfaction and loyalty for banks. The literature review defines key concepts like customer satisfaction, customer loyalty, and service quality. It also discusses research showing a relationship between satisfaction and loyalty. The methodology section describes how data will be collected through a survey and analyzed to test the hypothesis that there is a positive relationship between customer satisfaction and loyalty.
Determine the role of customer engagement on relationship qualityAlexander Decker
This document summarizes a conceptual paper that aims to investigate the potential effect of customer engagement on relationship quality and relationship performance. It proposes that customer engagement is based on social exchange theory and is linked to relationship quality and relationship performance. Specifically, it argues that relationship involvement moderates the relationship between customer engagement and relationship quality. The paper provides background on relationship marketing and social exchange theory. It establishes customer engagement as a concept and distinguishes it from similar marketing constructs. The purpose is to determine how customer engagement impacts relationship quality and performance, especially in service industries.
1) The document discusses the effect of service quality, customer relationship marketing, switching intention, and customer retention at PT Bank Rakyat Indonesia Iskandar Muda Branch in Medan, North Sumatra, Indonesia.
2) It analyzes how service quality and customer relationship marketing can directly or indirectly through switching intention influence customer retention.
3) The research found that service quality and customer relationship marketing positively and significantly influence switching intention and customer retention both directly and indirectly through switching intention.
Similar to Relationship betweenE-Service Quality, E-Satisfaction, E-Trust, E-CommitmentIn Building Customer E-Loyalty:A Literature Review (20)
In this humorous and data-heavy Master Class, join us in a joyous celebration of life honoring the long list of SEO tactics and concepts we lost this year. Remember fondly the beautiful time you shared with defunct ideas like link building, keyword cannibalization, search volume as a value indicator, and even our most cherished of friends: the funnel. Make peace with their loss as you embrace a new paradigm for organic content: Pillar-Based Marketing. Along the way, discover that the results that old SEO and all its trappings brought you weren’t really very good at all, actually.
In this respectful and life-affirming service—erm, session—join Ryan Brock (Chief Solution Officer at DemandJump and author of Pillar-Based Marketing: A Data-Driven Methodology for SEO and Content that Actually Works) and leave with:
• Clear and compelling evidence that most legacy SEO metrics and tactics have slim to no impact on SEO outcomes
• A major mindset shift that eliminates most of the metrics and tactics associated with SEO in favor of a single metric that defines and drives organic ranking success
• Practical, step-by-step methodology for choosing SEO pillar topics and publishing content quickly that ranks fast
What Software is Used in Marketing in 2024.Ishaaq6
This paper explores the diverse landscape of marketing software, examining its pivotal role in modern marketing strategies. It provides a comprehensive overview of various types of marketing software tools and platforms essential for enhancing efficiency, optimizing campaigns, and achieving business objectives. Key categories discussed include email marketing software, social media management tools, content management systems (CMS), customer relationship management (CRM) software, search engine optimization (SEO) tools, and marketing automation platforms.
The paper delves into the functionalities, benefits, and examples of each type of software, highlighting their unique contributions to effective marketing practices. It explores the importance of integration and automation in maximizing the impact of these tools, addressing challenges and strategies for seamless implementation across different marketing channels.
Furthermore, the paper examines emerging trends in marketing software, such as AI and machine learning applications, personalization strategies, predictive analytics, and the ethical considerations surrounding data privacy and consumer rights. Case studies illustrate real-world applications and success stories of businesses leveraging marketing software to achieve significant outcomes in their marketing campaigns.
In conclusion, this paper provides valuable insights into the evolving landscape of marketing technology, emphasizing the transformative potential of software solutions in driving innovation, efficiency, and competitive advantage in today's dynamic marketplace.
This description outlines the scope, structure, and focus of the paper, giving readers a clear understanding of what to expect and why the topic of marketing software is important and relevant in contemporary marketing practices.
How to Start Affiliate Marketing with ChatGPT- A Step-by-Step Guide (1).pdfSimpleMoneyMaker
Discover the power of affiliate marketing with ChatGPT! This comprehensive guide takes you through the process of starting and scaling your affiliate marketing business using the latest AI technology. Learn how to leverage ChatGPT to generate content ideas, create engaging articles, and connect with your audience through personalized interactions. From building your strategy and optimizing conversions to analyzing performance and staying updated with industry trends, this eBook provides everything you need to know to succeed in affiliate marketing. Whether you're a beginner looking to start your online business or an experienced marketer wanting to take your efforts to the next level, this guide is your roadmap to success in the world of affiliate marketing.
Empowering Influencers: The New Center of Brand-Consumer Dynamics
In the current market landscape, establishing genuine connections with consumers is crucial. This presentation, "Empowering Influencers: The New Center of Brand-Consumer Dynamics," explores how influencers have become pivotal in shaping brand-consumer relationships. We will examine the strategic use of influencers to create authentic, engaging narratives that resonate deeply with target audiences, driving success in the evolved purchase funnel.
Basic Management Concepts., “Management is the art of getting things done thr...DilanThennakoon
The managers achieve organizational objectives by getting work from
others and not performing in the tasks themselves.
Management is an art and science of getting work done through people.
It is the process of giving direction and controlling the various activities
of the people to achieve the objectives of an organization Management is a universal process in all organized, social and economic activities. Wherever
there is human activity there is management.
Management is a vital aspect of the economic life of man, which is an organized group activity. A
central directing and controlling agency is indispensable for a business concern. The productive
resources –material, labour, capital etc. are entrusted to the organizing skill, administrative ability
and enterprising initiative of the management. Thus, management provides leadership to a
business enterprise. Without able managers and effective managerial leadership the resources of
production remain merely resources and never become production. Management occupies such an
important place in the modern world that the welfare of the people and the destiny of the country
are very much influenced by it.
1.2 MEANING OF MANAGEMENT
Management is a technique of extracting work from others in an integrated and co-ordinated
manner for realizing the specific objectives through productive use of material resources.
Mobilising the physical, human and financial resources and planning their utilization for business
operations in such a manner as to reach the defined goals can be benefited to as management.
1.3 DEFINITION OF MANAGEMENT
Management may be defined in many different ways. Many eminent authors on the subject have
defined the term "management". Some of these definitions are reproduced below:
In the words of George R Terry - "Management is a distinct process consisting of planning,
organising, actuating and controlling performed to determine and accomplish the objectives by the
use of people and resources".
According to James L Lundy - "Management is principally the task of planning, co¬ordinating,
motivating and controlling the efforts of others towards a specific objective",
In the words of Henry Fayol - "To manage is to forecast and to plan, to organise, to command, to
co-ordinate and to control".
According to Peter F Drucker - "Management is a multipurpose organ that manages a business and
manages managers and manages worker and work".
In the words of J.N. Schulze - "Management is the force which leads, guides and directs an
organisation in the accomplishment of a pre-determined object".
In the words of Koontz and O'Donnel - "Management is defined as the creation and maintenance
of an internal environment in an enterprise where individuals working together in groups can
perform efficiently and effectively towards the attainment of group goals".
According to Ordway Tead - "Management is the process and agency which directs and guides the
operations of an organisation in realising of established aim
Top Strategies for Building High-Quality Backlinks in 2024 PPT.pdf1Solutions Pvt. Ltd.
As we move into 2024, the methods for building high-quality backlinks continue to evolve, demanding more sophisticated and strategic approaches. This presentation aims to explore the latest trends and proven strategies for acquiring high-quality backlinks that can elevate your SEO efforts.
Visit:- https://www.1solutions.biz/link-building-packages/
Embark on style journeys Indian clothing store denver guide.pptxOmnama Fashions
Finding the perfect "Indian Clothing Store Denver" is essential for those seeking vibrant, authentic, and culturally rich attire in the heart of Colorado. Denver, a city known for its diverse culture and eclectic fashion scene, offers a variety of options for those in search of traditional and contemporary Indian clothing. Whether you're preparing for a wedding, festival, or cultural event, or simply wish to incorporate the elegance and beauty of Indian fashion into your wardrobe, discovering the right store can make all the difference.
AI Best Practices for Marketing HUG June 2024Amanda Farrell
During this presentation, the Nextiny marketing team reviews best practices when adopting generative AI into content creation. Join our HUG community to register for more events https://events.hubspot.com/sarasota/
Breaking Silos To Break Bank: Shattering The Divide Between Search And SocialNavah Hopkins
At Mozcon 2024 I shared this deck on bridging the divide between search and social. We began by acknowledging that search-first marketers are used to different rules of engagement than social marketers. We also looked at how both channels treat creative, audiences, bidding/budgeting, and AI. We finished by going through how they can win together including UTM audits, harvesting comments from both to inform creative, and allowing for non-login forums to be part of your marketing strategy.
I themed this deck using Baldur's Gate 3 characters: Gale as Search and Astarion as Social
Efficient Website Management for Digital Marketing ProsLauren Polinsky
Learn how to optimize website projects, leverage SEO tactics effectively, and implement product-led marketing approaches for enhanced digital presence and ROI.
This session is your key to unlocking the secrets of successful digital marketing campaigns and maximizing your business's online potential.
Actionable tactics you can apply after this session:
- Streamlined Website Management: Discover techniques to streamline website development, manage day-to-day operations efficiently, and ensure smooth project execution.
- Effective SEO Practices: Gain valuable insights into optimizing your website for search engines, improving visibility, and driving organic traffic to your digital assets.
- Leverage Product-Led Marketing: Explore strategies for incorporating product-led marketing principles into your digital marketing efforts, enhancing user engagement and driving conversions.
Don't miss out on this opportunity to elevate your digital marketing game and achieve tangible results!
We’ve entered a new era in digital. Search and AI are colliding, in more ways than one. And they all have major implications for marketers.
• SEOs now use AI to optimize content.
• Google now uses AI to generate answers.
• Users are skipping search completely. They can now use AI to get answers. So AI has changed everything …or maybe not. Our audience hasn’t changed. Their information needs haven’t changed. Their perception of quality hasn’t changed. In reality, the most important things haven’t changed at all. In this session, you’ll learn the impact of AI. And you’ll learn ways that AI can make us better at the classic challenges: getting discovered, connecting through content and staying top of mind with the people who matter most. We’ll use timely tools to rebuild timeless foundations. We’ll do better basics, but with the most advanced techniques. Andy will share a set of frameworks, prompts and techniques for better digital basics, using the latest tools of today. And in the end, Andy will consider - in a brief glimpse - what might be the biggest change of all, and how to expand your footprint in the new digital landscape.
Key Takeaways:
How to use AI to optimize your content
How to find topics that algorithms love
How to get AI to mention your content and your brand
Boost Your Instagram Views Instantly Proven Free Strategies.InstBlast Marketing
Supercars use advanced materials and tech for top-speed performance. Join Performance Car Exclusive to experience driving excellence.
https://instblast.com/instagram/free-instagram-views
Relationship betweenE-Service Quality, E-Satisfaction, E-Trust, E-CommitmentIn Building Customer E-Loyalty:A Literature Review
1. International Journal of Business and Management Invention
ISSN (Online): 2319 – 8028, ISSN (Print): 2319 – 801X
www.ijbmi.org || Volume 4 Issue 2|| February. 2015 || PP.01-09
www.ijbmi.org 1 | Page
Relationship betweenE-Service Quality, E-Satisfaction, E-Trust,
E-CommitmentIn Building Customer E-Loyalty:A Literature
Review
Buyung Romadhoni1
, Djumilah Hadiwidjojo2
, Noermijati3
, Siti Aisjah4
1(Department of Management , School of Economics, STIE INDONESIA Makassar)
2,3,4(Faculty of Economic and Business, University of Brawijaya, Malang, Indonesia)
ABSTRACT:Increasingly more intense competition and the global nature require a shifting from
transactional marketing paradigm to relational marketing, especially in e-business to meet increasing and
varied customer’s demands. Company management must establish e-loyalty to maintain and retain customers.
This paper aims to explain the relationship model of e-service quality, e-satisfaction, e-trust, e-commitment and
customer e-loyalty. This relationship is based on the relationship marketing theory based on the online
perspective in building the customer e-loyalty. Results of this study show that e-service quality, e-satisfaction, e-
trust and e-commitment play a key role in building the e-loyalty of the online customer.
KEYWORDS:e-servicequality, e-satisfaction, e-trust, e-commitment, e-loyalty
I. INTRODUCTION
Relationship marketing theory explains the importance of building, repairing and maintaining customer
loyalty (Barry 1982; Rauyruen and Miller, 2007). Sheth and Mittal (2004) suggested that the customer loyalty is
a combination ofthe elements of attitudes and buying behavior. This means that loyalty is a good attitude and
customer commitment to online service providers that led to repurchase behavior, word of mouth and e-word of
mouth (Yaya et al., 2011; Chang and Wang, 2011; Chung and Shing, 2010). Customer loyalty as the ultimate
goal of relationship marketing becomes very important in e-business or e-commerce.In online marketing (e-
commerce), the loyalty referred as electronic loyalty (e-loyalty) is defined as a virtual consumer willingness to
visit the website continuously or consider purchasing something from the relevant websites (Cry, 2005;
Koernig, 2003). E-loyalty is defined as a good attitude and customer commitment to the online service providers
that resulted in the repurchase behavior (Srinivasan et al., 2002). Loyal customers are willing to pay a premium
price and are likely to become a new customer referral, therefore companies try hard to maintain the loyalty of
their customers accordingly (Downling and Uncle, 1997). This shows that the customer loyalty is a very
important thing built by the service providers to avoid customers leave or move to other service providers.
Customer e-loyalty is dynamic and subject to change due to various factors, one of which is the e-
service quality (Tjiptono et al., 2008). Previous studies revealed that e-service quality had no consistent
influence on e-loyalty (Yaya et al., 2011; Chang and Wang, 2011). This suggests that there are other variables
that also determine the relationship of e-service quality on e-loyalty.Suitability of expected service and
perceived service will determine customer satisfaction in accordance with the opinion of Kotler (2006) that
customer satisfaction can be established through the quality of service. It means that a good quality of service
will be able to increase customer satisfaction lead to increased customer loyalty. The higher the e-service quality
further improve e-satisfaction of the customer in e-shopping environment (Chang and Wang, 2011; Ou et al.,
2011; Kassim and Abdullah, 2010; Jeong and Lee, 2010). This means that e-satisfaction is able to mediate the
relationship of e-service quality on e-loyalty.Improved e-service quality will also improve customers e-trust
(Chenet et al., 2010; Kassim and Ismail, 2009; Yeh and Li, 2009). E-trust in online transactions are created from
the interaction between customers and service providers, so that e-trust is the basis for the creation of a desire to
buy online (Flavian, 2005; McKnight, 2004). It can be said that the e-service quality becomes a trigger for e-
trust of the customers to the service providers. Research had showed that high e-trust will increase customer e-
loyalty (Chung and Shin, 2010; Kantsperger and Kunz, 2010; Horppu et al., 2008). This means that e-trust is
able to mediate the relationship of e-service quality on e-loyalty
Online transactions shows that business activity is built on trust (e-trust). Research results showed that
the high e-trust can improve customer e-loyalty (Chung and Shin, 2010; Kantsperger and Kunz, 2010; Horppu et
al., 2008). In addition, e-trust significantly influences the e-commitment (Ou et al., 2011; Gil-Saura et al., 2009;
Chenet et al., 2010; Caceres and Paparoidamis, 2007).
2. www.ijbmi.org 2 | Page
This shows that e-trust becomes a trigger for e-commitment and e-loyalty customers.Moorman et al.
(1992) stated that commitment is an effort to preserve and maintain the long-term effect between the two parties
to be more valuable. Furthermore Dewyer et al, (1997) suggested that the commitment is defined as a form of
written or implicit agreement to continue the relationship between two or more parties. E-commitment in the
concept of long-term relationship plays an important role as most of long-term effect is widely based on the
commitment of both parties. This means that e-loyalty is also determined by e-commitment (Dagger and
O'Brien, 2010; Chung and Shin, 2010; Caceres and Paparoidamis, 2007).
The purpose of this paper is to establish in depth study on the relationship marketing theory that
explains the importance of building, repairing and maintaining customer loyalty by looking at the role of e-
satisfaction and e-trust as a mediating variable of the relationship of e-service quality on e-loyalty. It also
examines the role of e-commitment as a mediating variable of e-trust and e-loyalty relationship.
II. FUNDAMENTAL THEORIES
Paradigmchanges from transactional marketing to relationship marketing is based on the fact that the
customer demands are more and varied, increasingly and globally more intense competition open the
opportunity for the customers to freely determine their choice to buy goods or services to the companies they
like. When encounter these conditions, the company management must be aware that retain existing customers
is far more important than creating new customers (Zeithaml and Bitner, 2004; Barness, 2003; Achrol, 1997;
Berry et al., 1995). This condition indicates a paradigm shifting in transactional marketing to relational
marketing, so it requires an understanding of the definition of relationship marketing. Grönroos (2002) defines
the following relational marketing "Marketing is to establish, maintain and engage relationship with customers
and other partners, at a profit, so that the objectives of the parties involved are met. This is achieved by a mutual
exchange and fulfillment of promises".
The definitions in, confirms that the relationship marketing aims to create a sustainable superior
customer value and becomes a central issue in marketing. Thus, the entire organizational capabilities are
deployed to establish and improve valued long-term relationship to the customer. The essence of the concept of
relationship marketing is to understand the needs and desires of the customers, then compile the total offerto
meet the satisfaction of the customer needs.Essentially, the concept of relationship marketing is a strategic
orientation or philosophy in running a business that is more focused on efforts to maintain and develop
relationships with current customers than to seize new customers (Zeithaml and Bitner, 2004).
The philosophy of relationship marketing is based on the assumption that the final consumer and
business customers prefer to establish an ongoing relationship with one organization rather than having to
constantly change providers in order to obtain the expected value. The fact that the cost of retaining customers is
cheaper than acquiring new ones has made many organizations begin to apply the concept of relationship
marketing. Application of this concept raised a question, what are the basic values of relationship marketing?
Gummesson (2002) formulated the basic values of relationship marketing as follows: (1) marketing
management divided into marketing oriented organization management, (2) long-term collaboration and joint
value creation on the basis of "win-win". It means that the main emphasis is on customer retention, (3) all
parties must actively and responsibly in an interactive relationship, (4) concerned with the value of the relational
and services relationship rather than the value of legal bureaucratic.
Long-term relationship between the company and the customer will be created if there is an emotional
bond based on the balance of benefits received by the application of relational marketing and enterprise
customers. Without the balance of benefits received, a long-term business relationship between companies and
customers will not be created because one of the parties feelsdisadvantaged. The application of the concept of
relationship marketing provides several benefits to the company and the customer. For the customer,
relationship marketing gives some potential benefits as follows: confidence benefits, social benefits, special
treatment benefits (Zeithaml and Bitner, 2004). For service providers, application of relational marketing gives
some potential benefits as follows: (1) The direct benefits in the form of lower costs (such as marketing costs,
administrative costs, costs for the consumer to know, and others), customer loyalty, premium price over superior
service and word-of mouth communication, (2) indirect benefits such as employee retention, because people
usually prefer to work in a company with loyal customers. The balance of benefits the company and the
customer received is a major prerequisite for maintaining long-term relationships in the form of customer
loyalty. Zeithaml and Bitner (2004) suggested three main strategies to create long-term relationships with
customers, namely: financial bonds, social bonds, customization bonds and structural bonds.
3. www.ijbmi.org 3 | Page
Barness (2003) suggested some relationship marketing dimensions, namely: trust, commitment,
trustworthy, closeness, understanding and empathy, the same goals, values given, reciprocity, respect and
sincerity, attention and affection and a sense of love, dependence, consciousness, two-way communication,
warmth and intimacy, needs, knowledge, responsiveness, keeping promises, social community support and
competency. But in the social psychology literature, two key factors appear as vital to maintain a long term
relationship that is "trust and commitment" (Barness, 2003; Morgan and Hunt, 1994). Company that truststhe
customersvice versaallow a strong commitment to the customers to remain loyal to the company. Real loyal
customer is a customer who has confidence and a strong commitment to maintaining a long-term relationship
with the company. Berry (1995) suggested that a foundation to build and maintain relationships between service
providers and customers is keeping promises made to the costumer and delivered it to the customer. The
implication for the service providers contains three important activities, namely: (1) making promises, (2)
enabling promises and, (3) keeping promises ". Making promises commonly called external marketing is related
to the activities of the company in making realistic promises and well delivered to customers through the efforts
of advertising, sales promotion and personal selling. Relationship marketing theory above is used as the parent
of the theory of loyalty, commitment, trust, satisfaction and service. In addition, it acts as the basis of theoretical
thinking to understand how to build customer loyalty.
2.1. E-Service Quality
Information between countries in the world now has no geographical boundaries anymore.
Implementation of the Internet, electronic commerce, electronic data, virtual office, etc. has broken the physical
boundaries between countries (Indrajit, 2000). Trade transactions can be easily done in cyberspace through
electronic transactions even utilizing electronic payments (electronic payment). Thus, the marketing experts in
the end had to redefine his research, especially research in the field of services (service). Implementation of the
Internet led to a change in service quality dimensions of the concept of service quality (serqual) into electronic-
service quality. According to Yi and Gong (2008) that quality plays a vital role in the success of electronic
service, so that the definition and concept of e-service is an interactive services and Internet-based customer
service that is controlled by the customer and integrated with processes that are connected in organizational
support, and technologies aimed to strengthen the relationship between the customer and the service provider
(Ruyter et al., 2001 in Luarn and Lin, 2003). Zeithaml et al., (2000) defines e-service quality as an effectively
and efficiently use to shop, buy, and distribute goods and services. According to Zeithaml et al., (2002), based
on various studies a number of criteria generally used by the user customers in evaluating the websites and the
distribution of the services quality includes (a) information availability and content, (b) usability or ease of use,
(c) privacy and security, (d) graphic style and (e) fulfillment / reliability. The survey results of Liu and Arnett
(2000) on the critical factors that influence the success of a website associated with the consumer found 5 key
factors, namely: (1) Quality of information (2) Service (3) The use of the system (4) Consumer perception (5)
Websites design. Parasuraman et al. (2005) developed the ES-QUAL to measure e-service qualityand resulted in
7 dimensions of e-service quality, namely: efficiency, reliability, fulfillment, privacy, responsiveness,
compensation, and contact. Four-dimensional (efficiency, reliability, fulfillment, and privacy) formed the core
of ES-QUAL scale used to measure customer perceptions of service quality in distribution through online
retailers. Furthermore Parasuraman at al. (2005) stated that the last three dimensions, namely: responsiveness,
compensation, and contact only applies when customers have problems or questions in the use of the site.
According to the TsuiWa(2003), the various constructs that influence satisfaction (e-satisfaction) and customer
loyalty via the Internet (e-loyalty) is the dimension of e-service quality with indicators of ease of use, usefulness
and enjoyment.
1.2. E-Satisfaction
The theory of customer satisfaction conceptualizing a simple standard, namely the expectations on how
good or service perform its function. Tjiptono (2005) defines satisfaction / dissatisfaction of customers as
customer response to the evaluation of disconfirmation perceived between initial expectations before the buyer
or other performance norms perceived and actual performance after use. Engel et al. (1990) defines customer
satisfaction as after-purchase evaluation in which alternative is selected at least equal or exceed customer
expectations. On the other hand, dissatisfaction occurs when the results do not meet customer expectations.
Furthermore, Kotler (2000), gave a definition of customer satisfaction as―Customer Satisfaction is the level of a
person’s felt state resulting from comparing a product’s perceived performance (or outcome) in relation to the
person’s expectation‖..Based on the above definitions it is concluded that customer satisfaction is the level of
one's feelings generated by comparing the performance of a product with the expectation of the product.In e-
business, success or failure of internet shopping is largely determined by how much the customer is satisfied. If
the customer or the customer is satisfied, then they will buy again, and they will become active reference source
through various communication channels,
4. www.ijbmi.org 4 | Page
including through the Internet. Some researchers suggested similarities and differences between the
purchase of products and services in an online retail environment with a traditional retail environment (Cyr et
al., 2007). According Evanschitzky et al. (2005) the dimensions and determination of satisfaction in the context
of e-commerce satisfaction is relatively different. It is not clear if the dimensions used to evaluate the
satisfaction of a traditional retail or service are set and become the relevant dimensions to evaluate satisfaction
in media technology. According to Bressolles and Nantel (2008) most of the differences between traditional and
electronic retail services is the shift of human-to-humaninteraction to human-to-machine interaction. Anand
(2007) defines e-satisfaction as satisfaction based on relationship marketing with the use of media technology.
In a broad perspective, the Internet is a new technology and satisfaction on the web site (e-satisfaction) become
the controller through the ease of use and the usefullness.
Tsui Wa (2003) stated that the main purpose to prove a better understanding of the relationship
between e-service quality, customer satisfaction and loyalty when using an online portal. First, to investigate the
relationship between e-service quality, satisfaction and loyalty in the online environment; Second, to investigate
the dimensions used in measuring the quality of the website or the dimensions of e-service quality (ease of use,
usefullness, enjoyment). Examine how e-service quality and satisfaction contribute to customer loyalty (e-
loyalty). In order to obtain input for the development of products or services it is necessary to measure the
customer satisfaction. There has been no single measure or the best method for measuring customer satisfaction
that is universally agreed
1.3. E-Trust
Trust is a major factor in the interaction between two parties and the wider party. According to
Mukherjee and Nath (2007), the role oftrust is very important to build relational bond as '' the foundation of
strategic partnership '' between the seller and the buyer. Online transactions are full with uncertainty and
potential risks. Therefore, it is difficult to imagine that consumers will transact with online service providers
without having to put their trust in a specific vendor (Pang et al., 2007). According Moorman et al, (1992) trust
as the willingness of partners to exchange with the belief that the pair will meet its obligations in a relationship.
Trust is important in the relationship between the vendors to customer. Many theories about trust who agreed
that the trust can be used in all situations, such as uncertainty and some degree of ease will be required in the
existence of the trust itself (Bahmanziari et al., 2003). Furthermore, the dimensions of trust according to Mayer
et al. (1995) consist of three factors that shape a person's belief that namely ability,benevolence, and integrity.
These three factors can be explained as follows:
(a) Ability, refers to the competence and characteristics of sellers / organization that allows one party to have a
specific domain. Ability means more than service for individubut covers all aspects in conducting the business
transactions (b) Benevolence, is the willingness of service providers to consumers in making and providing the
best in order to create mutual satisfaction. (c) Integrity, related to the perception of service providers that
consumers will persist in the principle that has been given. The existence of the suitability of information, facts
and actions provided to consumers. Based on some opinion of trust (e-trust) above it can be stated that the trust
is the belief of the customer to the provider in the relationship of the transaction fulfillment of obligations in
accordance with the desired expectations.
1.4. E-Commitment
Commitment by Morgan and Hunt (1994) is "an exchange partner believing that on-going relationship
with another is so important as to warrant maximum Efforts at maintaining it; that is, the dedicated party
believes the relationship is worth working on to ensure that it endures indefinity". This definition is similar to
that presented by Moorman and Zaltman (1993) that the commitment of a constant desire to maintain a valued
relationship. Relationship of value associated with the belief that there is only relational commitment when the
relationship is considered as important. In addition, the constant desire to maintain a relationship with the view
that the partner who wants a relationship can run continuously and will strive to maintain it. Thus, relational
marketing becomes an important issue. Morgan and Hunt (1994) states that in building the relationship
marketing attention should be paid to two things as the key factors: trust and commitment of all parties involved
in these activities. Furthermore, Barnes (2003) states that a commitment is a psychological state that is globally
represent the experience of dependence on a relationship; commitment to summarize previous experience and
direct dependence of the reaction on the new situation. Commitment is a long-term orientation in a relationship,
including the desire to maintain the relationship. In the area of marketing services, by Barry et al., (1991), the
relationship is built on the foundation of commitment. In addition, the commitment is also a process that creates
the desire of the customer to have a relationship with a particular company. A recurring theme of the various
5. www.ijbmi.org 5 | Page
parties in building the commitment among exchange partners are hard works to maintain and develop this
valuable attribute in a relationship that is commitment. Therefore, the commitment is central to all relational
exchanges between companies and various partners. In general there are two different types of commitment
namely: calculative and affective (Peppers and Rogers, 2004). Calculative commitment associated with the type
of instrument of commitment and as an extension of the need to maintain a relationship that is caused by the
economic benefits and switching cost. Calculative commitment resulted from the economic analysis of the costs
and benefits to make the commitment. On the other hand, affective commitment occurs because a person has
emotional bonds and not for economic reasons. Therefore, the commitment is sensitive in establishing
relationships with other parties. Customer trust is a strong contributor to the commitment if the open
communication and exchange of information used to create positive relationships attitudes and also used to
strengthen the benefits relationship.
1.5. E-loyalty
Definition of customer loyalty has always been associated with a combination of elements of attitudes
and buying behavior of customers. Sheth and Mittal (2004) stated that in behavioral terms, brand loyalty is
simply a customer's consistent repurchase of a brand. This loyalty definition viewed from the perspective of
behavior is that consistent customer buying behavior towards a particular product. Based on these definitions,
loyalty is measured by the proportion of the purchase, the sustainability of the purchase and the probability of
purchase.
According Allagui and Temessek (2004), some of the factors that affect e-loyalty customers to an
internet portal is satisfaction, the quality of services offered, customization and user interface. E-customer
loyalty is an important factor in the success of a website, especially a portal. In addition, there are several factors
that drive loyalty in electronic environment (e-loyalty) among those are trust, ease of use, usefulness, enjoyment
/ flow,value, social presence, site preference and also the commitment, as well as the desire to subscribe (Luarn
and Lin, 2003). Through repeated visits to the website, in addition to making a purchase they will generally give
a positive word of mouth and would recommend the experience to other customers, thereby reducing operating
costs in finding customers or customer.
1.6. Relationship between e-Service Quality, E-Satisfaction, E-Commitment in Building Customer E-
Loyalty
It has been previously described that relationship marketing in online transactions (e-commerce) is a
marketing philosophy that focuses on long-term relationships between customers and service providers in order
to improve customer loyalty. In serqual theory explains that loyal customers will be caused by the quality of
services obtained from an online provider (Parasuraman et al., 2005; Srinivasan et al., 2002). The empirical
results show that the increase in e-service quality can improve e-loyalty (Yaya et al., 2011; Santouridis and
Trivellas, 2010; Sheng and Liu, 2010; Chenet et al., 2010). Results of research conducted by Yaya et al. (2011)
found that high e-service can improve the e-loyalty. Then findings of Santouridis and Trivellas, (2010) stated
that the e-service quality has a significant and positive effect on e-loyalty.
E-service quality is one of the antecedents of customers e-loyalty (Herington and Weaven, 2009; Hu et
al., 2009). High level of service is believed to be an effective way to improve the e-loyalty (Huang and Liu,
2010; Kim et al., 2007). Customers will be loyal to the services obtained during interacting with service
providers and is able to provide a good service, so that the services provided can build and maintain e-loyalty
customers. E-service quality is an important factor for any business that is driven by the need to stay competitive
(Kassimand Ismail, 2009; Chang and Wang, 2011). High influence of e-service quality significantly improve the
e-satisfaction (Chang and Wang, 2011; Ou et al., 2011; Kassim and Abdullah, 2010; Jeong and Lee, 2010).
Kotler (2006) stated that the quality of service (service) must be started from the needs of the customer, then the
impact on customer satisfaction and ending on customer loyalty. Therefore a good service quality is expected to
improve customer satisfaction, and high customer satisfaction can generate customer loyalty. E-satisfaction is an
important factor in building e-loyalty customers (Ou et al., 2011; Chung and Shin, 2010). Empirical evidence
shows that e-satisfaction had a positive and significant effect on e-loyalty customers (Wu et al., 2011; Dagger
and O'Brien, 2010; Gil-Saura et al., 2009; Sahadev and Purani, 2008).
Services obtained during customers interact using the website, is also expected to establish and
maintain an e-trust as a reflection of a concern to customers. If the customer's e-trust has been built, the
customer will feel ready to accept anyservices the web hosting provider offer. The results of previous study
show that e-service quality had a direct positive and significant effect on customer e-trust (Chenet, et al, 2010;
Kassim and Ismail, 2009). E-trust becomes "a key mediating variable" in the concept of relationship marketing
6. www.ijbmi.org 6 | Page
in building long-term relationships (Morgan and Hunt, 1994) or the "essential elements" (Ganesan,
1994) to develop a successful relationship. Moorman et al. (1992) revealed that the trust is the willingness of
partners to exchange based on the belief that the partner will meet its obligation in a relationship. Furthermore,
Srinivasan (2004) stated that the e-trust contributes to success in business relationships. Mukherjee and Nath
(2007) confirmedthat the role of trust (e-trust) is very important to build relational bonds as ''the foundation of
strategic partnership'' between the service provider and the customer. Ball et al. (2006) consider e-trust as
antecedents of e-loyalty, at the level of the same e-satisfaction. Empirical studies have proven that customer e-
trusts had positive and significant impact directly on customer e loyalty (Chung and Shin, 2010; Kanstperger
and Kunz, 2010; Horppu et al., 2008).
E-trust and e-commitment is not an independent concept, but interconnected. Direct positive
relationship of e-trust to e-commitment has been widely demonstrated in the literature. Most of the research has
been set up e-trust as a major determinant of e-commitment (Morgan and Hunt, 1994), but some researchers
have considered the e-trust and e-commitment to become a major dimension in building quality relationships,
representing an overall assessment of the relationship (Kumar et al., 1995). Research on the quality of the
relationship lately show that the dimensions of e-trust and e-commitment is often included in the construct, but
other studies have systematically examined the size of the construct and have proposed different dimensions
(Lindgreen and Wynstra, 2005). E-trust is regarded as an effective and desirable attributes in a long-term
relationship between the organizations. Morgan and Hunt (1994) stated that when an organization felt that there
was an e-trust in the relationship becomes a sign for making a commitment. E-commitment in the concept of
long-term relationship plays an important role as a long-term influence of the most widely based on the
commitment of both parties. Empirical evidence shows that customer e-trust had a significant and positive effect
on customer e-commitment (Ou et al., 2011; Chenet et al., 2010; Chung and Shin, 2010 Caceres and
Paparoidamis, 2007). Moorman et al. (1992) proposed the commitment as an effort to preserve and maintain the
long-term effect between the two parties to be more valuable. Dewyer et al. (1997) suggested that the
commitment is defined as a form of express or implied agreement to continue the relationship between two or
more parties.
E-commitment is a key mediating variable for relationship marketing (Morgan and Hunt, 1994;
Palmatier et al., 2007). E-commitment related to the belief in a relationship that is very important to ensure
maximum effort in maintaining the relationship. Therefore, e-commitment is an evaluation of the current
benefits and costs of a relationship, implying a long-term orientation of the relationship. The relationship
between e-commitment and e-loyalty has also been considered by Dagger and O'Brian (2010) who found that e-
commitment significantly and positively related to e-loyalty. In today's business environment, the relationship
with the customer is very important to create a competitive advantage in order to obtain economic benefits from
customer retention (Verhoef, 2003). The findings of the study stated thatcustomers e-commitment significantly
affect the e-loyalty of the customers (Chung and Shin, 2010; Traceres and Paparoidamis, 2007).
Based on theoretical and empirical studies, a relationship framework can be constructed to explain the
relationship of the five variables, namely the e-service quality, e-satisfaction, e-trust, e-commitment and e-
loyalty variable. It can also be used to determine the role of e-satisfaction and e-trust as mediating variables of
the relationship of e-service quality on e-loyalty. In addition, it is important to understand the role of e-
commitment as a mediating variable of e-trust relationship on e-loyalty.
Figure: Relationship between e-Service Quality, E-Satisfaction, E-Commitment in Building Customer E-
Loyalty
7. www.ijbmi.org 7 | Page
III. CONCLUSION
Relationship marketing is motivated by the fact that the customer demands is increased and more
varied, increasingly more intense and global competition lead to the opportunities for customer to freely
determine their choice to buy goods or services from companies that they like. Faced with these conditions, the
company management must be aware that retain existing customers is far more important than creating new
customers (Zeithaml and Bitner, 2004; Barness, 2003; Achrol, 1997; Berry et al., 1995). This shows that
customer loyalty is a very important thing built by service providers so that customers do not leave or move to
other service providers. Customers E-loyalty are dynamic and subject to change due to the e-service quality, e-
satisfaction, e-trust, and e-commitment.
Kotler (2006) stated that customer satisfaction can be built through service quality. The higher the e-
service quality will further improve online customer satisfaction in e-shopping environment (Chang and Wang,
2011; Ou et al., 2011; Kassim and Abdullah, 2010). Furthermore, e-satisfaction customer can increase e-loyalty
customer (Wu et al., 2011; Dagger and O'Brien, 2010). This means that e-satisfaction is able to mediate the
relationship of e-service quality on e-loyalty.Improved e-service quality will increase customer e-trust (Chenet
et al., 2010; Kassim and Ismail, 2009; Yeh and Li, 2009). It can be said that the e-service quality becomes a
trigger for e-trust of customers with service providers. Online transactions shows that business activity is built
on trust (e-trust). The results showed that the high e-trust can improve customer e-loyalty (Chung and Shin,
2010; Kantsperger and Kunz, 2010; Horppu et al., 2008).
E-commitment in the concept of long-term relationships plays a key role in building e-loyalty. This is
confirmed by the position of e-trust as a major determinant of e-commitment (Morgan and Hunt, 1994). E-trust
is regarded as an effective and desirable attributes in a long-term relationship between the organizations.
Morgan and Hunt (1994) stated that when an organization felt that there was an e-trust in the relationship then it
becomes a sign of willingness to commit. The relationship between e-commitment and e-loyalty has also been
considered by Dagger and O'Brian (2010) who found that e-commitment significantly and positively related to
e-loyalty. In today's business environment, the relationship with the customer is very important to create a
competitive advantage in order to obtain economic benefits from customer retention (Verhoef, 2003).
REFERENCES
[1]. Achrol, Ravi S. (1997), ―Changes in the theory of interorganisational relations in marketing: toward a network paradigm‖, Journal
of the Academy of Marketing Science, Vol. 25 No. 1, pp. 56-71.
[2]. Anand, Akhsay. (2007), E-Satisfaction: A Comprehensive Framework. International Marketing Conference on Marketing and
Society, 8 – 10 April, 2007, IMK
[3]. Allagui, Anis., and AzzaTemessek, (2004), Testing an E-Loyalty Conceptual Framework, Journal of E-Business, Vol. 4, Iss: 1,
June, pp. 59 - 64
[4]. Bahmanziari, T., Pearson, J.M. and Crosby, L. (2003), ―Is trust important in technology adoption? A policy capturing approach‖,
The Journal of Computer Information Systems, Vol. 43 No. 4, p. 46.
8. www.ijbmi.org 8 | Page
[5]. Ball, D., Coelho, P.S. and Vilares, M.J. (2006), ―Service personalization and loyalty‖, Journal of Services Marketing, Vol. 20 No. 6,
pp. 391-403.
[6]. Barnes, James G., (2003). Establishing meaningful customer relationships: Why some companies and brands mean more to their
customers, Managing Service Quality, Vol.13 No. 3, pp. 178-186
[7]. Barry L.L., Parasuraman.A, and Zeithaml V.A, (1991). Understanding Customer Expectations of Service, MIT Sloan Management
Review. MacMillan Publishing Co., New York
[8]. Barry, J. and Johnson, W. (1982), ―Value and trust determinants in industrial after-sales: the mediating role of goal congruence‖,
AMA Winter Educators’ Conference Proceedings, American Marketing Association, Chicago, IL.
[9]. Berry, L.L. (1995). Relationship marketing of services—growing interest, emerging perspectives. Journal of the Academy of
Marketing Science 23(4), 236-245.
[10]. Bressolles, G., and Nantel, J. (2008). The Measurement of Electronic Service Quality: Improvements and Application. International
Journal of E-Business Research (IJEBR), 4(3) 1-19.
[11]. Caceres, Ruben Chumpitaz and Nicholas Paparoidamis G (2007) Service quality, relationship satisfaction, trust, commitment and
business-to-business loyalty. European Journal of Marketing Vol. 41 No. 7/8, 2007 pp. 836-867.
[12]. Chang, HsinHsin and Wang, Hsin-Wei. (2011). Themoderating effect of customer perceived value on online shopping behavior.
Online Information Review Vol. 35 No. 3, 2011 pp. 333-359
[13]. Chenet, Pierre,. Dagger, Tracey S and Don O'Sullivan, (2010). Service quality, trust, commitment and service differentiation in
business relationships, Journal of Services Marketing, Vol. 24 Iss: 5 pp. 336 – 346
[14]. Chung, Ki-Han and Shin Jae-Ik, (2010),"The antecedents and consequents of relationship quality in internet shopping", Asia Pacific
Journal of Marketing and Logistics, Vol. 22 Iss: 4 pp. 473 – 491
[15]. Cyr, D., Bonanni, C., Bowes, J., and Ilsever, J. (2005). Beyond Trust: Web site Design Preference across Cultures. Journal of
Global information Management; 13 (4), 25-54.
[16]. Dagger.Tracey S. and O’Brien. Timothy K. (2010). Does experience matter? Differences in relationship benefits, satisfaction,
trust, commitment and loyalty for novice and experienced service users. European Journal of Marketing Vol. 44 No. 9/10, 2010 pp.
1528-1552.
[17]. Dowling, G., and Unlces, M.D., (1997). Do customer loyalty programs really work.Sloan Management Review 38 (4), 71-82.
[18]. Engel, J.F., Blackwell, R.D., and Miniard, P.W., (1990). Consumer Behavior, 6th Edition. Dryden Press, Hinsdale, IL.
[19]. EvanschitzkyHeiner,Gopalkrishnan R, Iyer, Plassmann, Hilke, Niessing, and Joerg,
MeffertHeribert(2006). The relative strenght of
affectiv commitment in securing loyalty in service relationship, Journal of Business Research, Volume 59, Issue 12, November
2006, Pages 1207-1213
[20]. Flavián, Carlos.,Guinalíu, Miguel and Torres, Eduardo, (2005),"The influence of corporate image on consumer trust", Internet
Research, Vol. 15 Iss 4 pp. 447 - 470
[21]. Ganesan S. 1994; Determinants of long-term orientation in buyer – seller relationships. J Marketing 58(April):1 – 19
[22]. Gil-Saura,Irene., Frasquet-Deltoro, Marta., and Cervera-TauletAmparo, (2009),"The value of B2B relationships", Industrial
Management & Data Systems, Vol. 109 Iss 5 pp. 593 – 609
[23]. Grönroos, Christian, (2002) Service management ochmarknadsföring: en CRM ansats. Liber ekonomi.
[24]. Gummesson, Evert, (2002) Relationship Marketing in the New Economy, Journal of Relationship Marketing Vol. 1, Iss. 1.
[25]. Herington, C. and Weaven, S. (2009), ―E-retailing by banks: e-service quality and its importance to customer satisfaction‖,
European Journal of Marketing, Vol. 43 Nos 9/10, pp. 1220-31.
[26]. Horppu Marianne, Kuivalainen Olli, TarkiainenAnssi, and Ellonen Hanna-Kaisa, (2008), Online satisfaction, trust and loyalty, and
the impact of the offline parent brand, Journal of Product & Brand Management, Vol. 17 Iss: 6 pp. 403 – 413
[27]. Huang, E. and Liu, C.-C. (2010), ―A study on trust building and its derived value in C2C e-commerce‖, Journal of Global Business
Management, Vol. 6 No. 1, pp. 186-95.
[28]. Indrajit RE. 2000. PengantarKonsepDasarManajemenSistemInformasidanTeknologiInformasi. Jakarta: PT Elex Media
Komputindo.
[29]. JeongYongju, and Lee Yongsung, (2010), A study on the customer satisfaction and customer loyalty of furniture purchaser in on-
line shop, Asian Journal on Quality, Vol. 11 Iss: 2 pp. 146 - 156
[30]. Kantsperger, Roland and Kunz, Werner H., (2010),"Consumer trust in service companies: a multiple mediating analysis", Managing
Service Quality: An International Journal, Vol. 20 Iss 1 pp. 4 - 25
[31]. Kassim, NorizanMohd and Ismail, Salaheldin (2009). Investigating the complex drivers of loyalty in e-commerce settings.
Measuring Business Excellence. Vol. 13 No. 1 2009, pp. 56-71.
[32]. Kassim, Norizan, and Abdullah, Nor Asiah, (2010),"The effect of perceived service quality dimensions on customer satisfaction,
trust, and loyalty in e-commerce settings: A cross cultural analysis", Asia Pacific Journal of Marketing and Logistics, Vol. 22 Iss: 3
pp. 351 - 371
[33]. Kim, K.-J., Jeong, I.-J., Park, J.-C., Park, Y.-J., Kim, C.-G. and Kim, T.-H. (2007), ―The impact of network service performance on
customer satisfaction and loyalty: high-speed internet service case in Korea‖, Expert Systems with Applications, Vol. 32 No. 3, pp.
822-31.
[34]. Kotler, P, (2000), Marketing management: The millenium edition. UpperbSadlle River, N.J.: Prentice-Hall International, Inc.
[35]. Kotler (2006) Kotler Philip and Keller Kevin Lane, 2006, Marketing Management, Twelfth Edition, Pearson Prentice Hall, Pearson
Education International.
[36]. Kumar, N., J.D. Hibbard, and L.W. Stern, 1994. An empirical assessment of the nature and consequences of marketing channel
intermediary commitment. Report no. 94-115. Cambridge, MA: Marketing Science Institute.
[37]. Kumar, N., L.K+ Scheer and J.-B.E.M. Steenkamp, 1995a. The effects of supplier fairness on vulnerable resellers. Journal of
Marketing Research 32 (February), 54-65.
[38]. Kumar, N., L.K, Scheer and J.-B.E.M. Steenkamp, 1995b. The effects of perceived interdependence on dealer attitudes. Journal of
Marketing Research 32 (August), 348-356.
[39]. Lindgreen, A. and Wysntra, F. (2005), ―Value in business markets: what do we know?‖ Industrial Marketing Management, Vol. 34,
pp. 732-48.
[40]. Liu, C. And Arnett, K.P. (2000), ―Exploring the factors associated with Web site success in the context of electronic commerce‖,
Information and Management, Vol. 38, pp. 23-33
[41]. Luarn, Pin, and Hsin-Hui Lin, (2003), A Customer Loyalty for E-Service Context. Journal of Electronic Commerce Research, Vol.
4 No. 4 pp. 156 – 167
[42]. Mayer, R. C., J. H. Davis, and F. D. Schoorman. (1995), ―An Integrative Model of Organizational Trust.‖ Academy of Management
Review 20:709-734.
9. www.ijbmi.org 9 | Page
[43]. Moorman, C., Zaltman, G., and Deshpande, R.(1992), Relationships between providers and users of marketing research: The
dynamics of trust within and between organizations. Journal of Marketing Research 29, 314-329.
[44]. Morgan, Robert M and Shelby Hunt. (1994).The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing.Vol.
58, No.3, pp.20- 38.
[45]. Mukherjee, A. and Nath, P. (2007), ―Role of electronic trust in online retailing: a re-examination of the commitment-trust theory‖,
European Journal of Marketing, Vol. 41 Nos 9/10, pp. 1173-202.
[46]. Ou, Wei-Ming., Shih, Chia-Mei., Chen, Chin-Yuan., and Wang.Kuo-Chang, (2011). Relationships among customer loyalty
programs, service quality, relationship quality and loyalty: An empirical study, Chinese Management Studies, Vol. 5 Iss: 2 pp. 194
– 206
[47]. Parasuraman, A., Zeithaml, V. and Malhotra, A. (2005), ―SERQUAL: a multiple-item scale for assessing electronic service
quality‖, Journal of Service Research, Vol. 7 No. 3, pp. 213-33.
[48]. Palmatier, Robert W., et al. (2007). "Use of relationship marketing programs in building customer–salesperson and customer–firm
relationships: Differential influences on financial outcomes." International Journal of Research in Marketing 24.3: 210-223.
[49]. Rauyruen, Papassapa, and Kenneth E. Miller (2007) "Relationship quality as a predictor of B2B customer loyalty." Journal of
business research 60.1: 21-31.
[50]. Luarn, Pin, and Lin Hsin-Hui. (2003) "A Customer Loyalty Model for E-Service Context." J. Electron. Commerce Res. 4.4: 156-
167.
[51]. Sahadev, Sunil., and Purani, Keyoor, (2008). Modelling the consequences of e-service quality. Marketing Intelligence & Planning
Vol. 26 No. 6, 2008 pp. 605-620.
[52]. SantouridisIlias, and Trivellas, Panagiotis, (2010), Investigating the impact of service quality and customer satisfaction on customer
loyalty in mobile telephony in Greece, The TQM Journal, Vol. 22 Iss: 3 pp. 330 – 343
[53]. Sheng Tianxiang, and Liu Chunlin, (2010). An empirical study on the effect of e-service quality on online customer satisfaction and
loyalty, Nankai Business Review International, Vol. 1 Iss: 3 pp. 273 – 283
[54]. Sheth, J. N., and Mittal B. (2004). "Customer Behavior: A Managerial Perspective Thompson South-Western."
[55]. Srinivasan, S. (2004), Role of trust in e-business success, Information Management & Computer Security, Vol. 12 No. 1, pp. 66-72.
[56]. Srinivasan Srini S., Anderson Rolph and Ponnavolu Kishore, (2002)Customer loyalty in e-commerce: an exploration of its
antecedents and consequences, Journal of Retailing, Volume 78, Issue 1, Spring, Pages 41-50, ISSN 0022-4359.
[57]. Tjiptono, Fandy, (2005). PemasaranJasa, EdisiPertama, CetakanPertamaDiterbitkanolehBayumedia Publishing. Malang-JawaTimur
[58]. Tjiptonodkk, (2008) PemasaranStrategik. Yogyakarta: Andi Offset
[59]. Verhoef, Peter C. (2003) Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and
Customer Share Development. Journal of Marketing: October 2003, Vol. 67, No. 4, pp. 30-45.
[60]. Yaya Luc HonoriPetnji., Marimon Frederick., and Casadesus Marti, (2011). Customer’s and perception of ISO 9001 in online
banking, Industrial Management and Duta Systems, Vol. 111, No.8 pp. 1194 – 1213, Emerald Group Publishing Limited
[61]. Yeh Yung Shao, and Li Yung-Ming, (2009). Building trust in m-commerce: contributions from quality and satisfaction, Online
Information Review, Vol. 33 Iss: 6 pp. 1066 – 1086
[62]. Zeithaml, V.A. andBitner, M.J, (2004), Service marketing: integrating customer focus across the firm, 3rd
ed. McGraw-Hill, Boston.
[63]. Zeithaml V. A., Parasuraman A., and Malhotra A.(2000).Conceptual Framework for Understanding e-Service Quality: Implications
for Future Research and Managerial Practice. MARKETING SCIENCE INSTITUTE,
[64]. Valarie A. Zeithaml, (2002),"Service excellence in electronic channels", Managing Service Quality: An International Journal, Vol.
12 Iss 3 pp. 135 – 139