The Influence of Customer Satisfaction, Trust and Information Sharing on Customer Loyalty of Professional Services Company: An Empirical Study on Independent Surveyor Services Industry in Indonesia
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5th International Conference on Economics, Finance and Management Outlooks 6-7 June, 2016 Nippon Hotel, İstanbul-Turkey
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1. O documento apresenta diretrizes para a elaboração de dissertações e teses da USP no formato eletrônico e impresso.
2. É composto por seções que descrevem a estrutura, citações, normas de apresentação e modelos de referências bibliográficas para diferentes tipos de documentos.
3. Tem como objetivo padronizar a estrutura e forma de apresentação das dissertações e teses produzidas na USP.
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Effect of Customer Satisfaction, Trust, Information Sharing, Switching Barrie...
Effect of Customer Satisfaction, Trust, Information Sharing, Switching Barrie...Conferenceproceedings
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Pearl International Hotel Kuala Lumpur, MalaysiaThe impact of customer satisfaction and switching barriers on customer loyalt...
This document summarizes a research study on the impact of customer satisfaction and switching barriers on customer loyalty in the Pakistani mobile telecommunications services industry. The study aims to investigate the effects of customer satisfaction and switching barriers on customer loyalty. It also analyzes gender differences in customer satisfaction and switching barriers. The data is collected through a questionnaire survey of mobile telecom service users in Pakistan. Multiple regression analysis is used to test the relationships between customer satisfaction factors, switching barriers, and customer loyalty. Findings may help telecom strategists and policymakers understand how to enhance customer loyalty.
The impact of_customer_relationship_marketing_on_customer_satisfaction_of_the...
This document summarizes a research study that investigated the impact of customer relationship marketing on customer satisfaction at Arab Bank, which has locations in both Jordan and Saudi Arabia. The study utilized a questionnaire sent to 500 customers across both countries. The findings showed medium to high positive correlations between customer relationship marketing dimensions (like trust, commitment, communication) and customer satisfaction. There were also some differences found based on gender, age, education level, and between the two countries. The study concluded that applying customer relationship marketing strategies can help banks maintain their market share by increasing customer satisfaction.
Customer loyalty framework of
This study investigates the relationship among customer satisfaction, customer trust, switching cost, and
customer loyalty in mobile telecommunication service market of Pakistan. Built on the review of pertinent
literature a research framework is developed based on the mediation of customer trust and moderation of
switching cost on the relationship of customer satisfaction with customer loyalty. The data were collected
from 515 customers in mobile telecommunication service market of Pakistan through convenience
sampling. Correlation matrix and ordinary least squares regression analyses are used to determine the
relationship among the variables. The findings confirm the framework that customer trust partially
mediates the relationship of customer satisfaction with customer loyalty. Switching cost has no moderating
effect in determining the relationship of customer satisfaction with customer trust and customer loyalty in
mobile telecommunication service market of Pakistan. This study addresses the importance of customer
satisfaction, customer loyalty, customer trust, and switching cost for the mobile telecommunication service
firms. The findings suggest that the firms should enhance customer satisfaction in order to gain customer
trust and customer loyalty. The significant relationships between the variables suggest that the research
framework is applicable to the firms of mobile telecommunication service market of Pakistan. Further, this
is probably among the first studies which look at mobile telecommunication service market of Pakistan in
context of customer satisfaction, customer trust, customer loyalty, and switching cost. The most obvious
finding to emerge from this study is that customer satisfaction and customer trust are the key determinants
in predicting customer loyalty.
Factors Affecting On Customer Retention: A Case Study of Cellular Industry o...
Abstract: The aim of this study is to investigate the effect of price perception, customer satisfaction, brand image, switching barriers (switching cost, interpersonal relationship and attractiveness of alternative) and trust towards the Customer retention in the cellular industry of Pakistan. This study adds many other supporting materials especially for the literature review; a model is used by this study to find the effect of the factors on customer retention. The data was collected from the customers in Lahore who are subscribers one of the cellular company (Mobilink, U-Fone, Telenor, Warid, and Zong) of Pakistan. The data is analyzed with the help of the multiple regression analysis. Out of seven variables tested it is found that switching barriers (interpersonal relationship and switching cost), brand image, price perception, trust and customer satisfaction have the effect on customer retention. However, customer satisfaction has little to do to increase the customer retention. This study also provides evidence that the higher switching barrier of attractiveness of the alternative lower will be the customer retention. This current study has its own limitation since this research is only conducted in Lahore area. Therefore the finding of the study is unable to be generalized for the whole population of mobile users in Pakistan as the sample size is measured small. The findings can help the service providers to find the effect of customer satisfaction, price perception, trust, brand image and switching barriers towards the customer retention.
Keywords: customer satisfaction, brand image, price perception, trust, switching barriers, customer retention.
Factors Affecting On Customer Retention: A Case Study of Cellular Industry of...
Abstract: The aim of this study is to investigate the effect of price perception, customer satisfaction, brand image, switching barriers (switching cost, interpersonal relationship and attractiveness of alternative) and trust towards the Customer retention in the cellular industry of Pakistan. This study adds many other supporting materials especially for the literature review; a model is used by this study to find the effect of the factors on customer retention. The data was collected from the customers in Lahore who are subscribers one of the cellular company (Mobilink, U-Fone, Telenor, Warid, and Zong) of Pakistan. The data is analyzed with the help of the multiple regression analysis. Out of seven variables tested it is found that switching barriers (interpersonal relationship and switching cost), brand image, price perception, trust and customer satisfaction have the effect on customer retention. However, customer satisfaction has little to do to increase the customer retention. This study also provides evidence that the higher switching barrier of attractiveness of the alternative lower will be the customer retention. This current study has its own limitation since this research is only conducted in Lahore area. Therefore the finding of the study is unable to be generalized for the whole population of mobile users in Pakistan as the sample size is measured small. The findings can help the service providers to find the effect of customer satisfaction, price perception, trust, brand image and switching barriers towards the customer retention.
Perceived Influence of Perceived Salesperson Relationship and Customer Satisf...
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
DR. DWOMO PAPER 1
This document summarizes a study that examined factors influencing customer satisfaction at Bosomtwe Rural Bank Limited in Ghana. The study used a survey of 300 customers across 4 branches to collect data on socioeconomic characteristics and perceptions of service quality factors. A probit regression model was then used to analyze how factors like attention to complaints, accessibility, cleanliness, speed of service, and staff knowledge influence customer satisfaction. The results showed customers were generally satisfied and identified these service quality factors as having a positive impact on customer satisfaction.
Determinants of Client Characteristics and Financial Performance of Deposit M...
This study examined the effect determinants of client characteristics on financial performance of deposit money banks in Nigeria. Client fee and client size proxies for client characteristic and return on assets for measure of financial performance. The ex post facto research design was adopted for this study. Data were drawn from the annual report and accounts of fifteen 15 deposit money banks in Nigerian covering a period of ten 10 years from 2011 to 2020. Data extracted were analysis and tested with multiple regression analysis. The results show that client fee and client size has a negative effect on return on assets of deposit money banks in Nigeria, and these effects were not statistically significant at 5 level of significance. Based on the findings of this study, it recommended amount others that the shareholders should consider the complexity of clients’ businesses especially oil and gas businesses when fixing the audit fees for the fact that those complex businesses are more difficult to audit. Okerekeoti, Chinedu U. "Determinants of Client Characteristics and Financial Performance of Deposit Money Banks in Nigeria" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-6 | Issue-3 , April 2022, URL: https://www.ijtsrd.com/papers/ijtsrd49819.pdf Paper URL: https://www.ijtsrd.com/management/accounting-and-finance/49819/determinants-of-client-characteristics-and-financial-performance-of-deposit-money-banks-in-nigeria/okerekeoti-chinedu-u
A Study On Customer Satisfaction Towards Shiv Shakti
This document appears to be a student's summer training project report submitted for a Master's degree. It includes the title page, declaration page, certificate of originality, and table of contents. The introduction provides background on determining customer satisfaction towards a company. The objectives are to study satisfaction levels, price impact, brand awareness, and loyalty towards Shiv Shakti Chloride & Chemicals. The literature review covers topics like customer satisfaction, loyalty, and steps for ensuring satisfaction.
Customer Satisfaction on Banking Services in Indian Growing Economy Nainital ...
Finance is the energy of every business whether it is
profit making or loss-making business and finance are
required. Economy grows with the developing people of his
country. There is no way to grow the country economy
without financial growing of his resident peoples and banking
sector play a major role to provide financial services. Banks
play a major role in the growth of the economy by providing
their services. Customer satisfaction is essential for the future
growth of both bank and country economy growth also. This
study made to determine customer satisfaction level on
banking services. This study based on primary data. Primary
data collected through questionnaire. The questionnaire
collected from 50 peoples in Kumoun region specially in
Haldwani urban area. All types of people included in sample
collection Students, Employees, Self Employees, and retired
persons. To assess customer satisfaction used the pre-tested
five points Likert's scale test. On the basis of the analysis, it is
concluded that the customer service satisfaction level of banks
is 73.80%.Key Words: Customer satisfaction, Banking
services, Overall satisfaction.
Customer Satisfaction A Case Study of Mongolia Banking Sector
The aim of this work is to assess the degree of customer satisfaction in the banking sector in Mongolia based on customer perceptions of service quality. The questionnaire was personally conducted on a sample of 150 bank customers. This document makes a useful contribution since there are only a few studies devoted to assessing the quality of service in the banking sector of Mongolia. Results based on three different independent variables showed that all of these variables influenced consumer satisfaction in the Mongolian banking sector. Onon Bayarsaihan | Gendendamba Nerguibaatar | Nyamsuren Delgertsogt ""Customer Satisfaction: A Case Study of Mongolia Banking Sector"" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-2 , February 2020, URL: https://www.ijtsrd.com/papers/ijtsrd29882.pdf
Paper Url : https://www.ijtsrd.com/management/management-development/29882/customer-satisfaction-a-case-study-of-mongolia-banking-sector/onon-bayarsaihan
10120130405011 2-3
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.
Ijciet 10 01_164-2
Over the last decade and a half, the idea of online loyalty has been studied highly
in the literature, and still it endures to be a topic of persistent inquiry for both
researchers and companies. The incredible development of the Internet for both
marketing and online environment, in combination with the increasing desire of
customers to purchase online, has helped the development of diverse e-loyalty research
models. Literature on online shopping suggests trust on a brand and online shopping
as two main drivers for evolving effective long-term relationship but astonishingly a
complete model describing all major antecedents and consequences of trust on a brand
and online shopping is not available in the existing body of knowledge. All independent
factors in the model were individualistically predictive of intent to shop online and
supported the theoretical model by demonstrating the predicted direction of the
relationship
Literature Review of the Impact of Supplier and Customer Relationships on Cor...
As important stakeholders, suppliers and customers of different aspects of business development activities will play a vital role. Therefore, enterprise and upstream suppliers, downstream customer relations in recent years the subject widely attention, Scholars began to cross research field involved in the supply chain, a series of abundant research results. In this paper, by analyzing supplier customer relationship and enterprise information environment, business activities, financial activities, audit, such as literature, in order to provide new ideas for the future research direction. Fan Rui "Literature Review of the Impact of Supplier and Customer Relationships on Corporate Behavior" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-6 | Issue-5 , August 2022, URL: https://www.ijtsrd.com/papers/ijtsrd51711.pdf Paper URL: https://www.ijtsrd.com/management/accounting-and-finance/51711/literature-review-of-the-impact-of-supplier-and-customer-relationships-on-corporate-behavior/fan-rui
Delivering Experiential Markerting and Service Quality to Improve Customer Lo...
- The document discusses a study on the impact of experiential marketing and service quality on customer loyalty through customer satisfaction for Kereta Api Indonesia, Indonesia's national railway operator.
- A survey of 160 passengers on the Surabaya to Yogyakarta route was conducted. Statistical analysis found that experiential marketing and service quality positively influence customer satisfaction, and customer satisfaction positively influences customer loyalty.
- Both experiential marketing and service quality were also found to directly positively impact customer loyalty in addition to indirectly through increased customer satisfaction. The study supports all hypotheses proposed.
Impact of Customer Relationship Marketing On the Performance of Commercial Ba...
Impact of Customer Relationship Marketing On the Performance of Commercial Ba...International Journal of Business Marketing and Management (IJBMM)
Customer relationship marketing is an emerging customer innovation focused on growing customer’s
satisfaction, retention and loyalty that will culminate into bank profitability. The paper investigated the impact
of investment in implementing customer relationship marketing on the performance of commercial banks in
Nigeria. The study was carried out in Federal capital territory Abuja, Enhancinge servicequalityofairlineindustry
This study examined the influence of e-service quality on customer loyalty intentions for low-cost airlines. A survey of 295 low-cost airline customers in Thailand was conducted. The results found that e-service quality positively influenced customer trust and loyalty intentions. Customer trust was found to partially mediate the relationship between e-service quality and loyalty intentions. Marketing communication was also found to moderate the relationship between e-service quality and customer trust. Specifically, higher levels of e-service quality dimensions like efficiency, system availability, fulfillment and privacy led to greater customer trust and loyalty intentions. This research provides insights into how low-cost airlines can enhance online service quality to improve customer relationships.
Service Quality Influence on Customer Satisfaction: In the Case of Mongolia O...
According to the Communications Regulatory Commission of Mongolia report, in recent years, the number of online trade sectors in Mongolia has increased at a rapid pace. The purpose of the research is to investigate the relationship between service quality and customer satisfaction in the online trade market in Mongolia. The research was attended by a total of 200 participants. Research questions and objectives were set, alongside the hypothesis that was developed and tested. In order to determine the relationship between service quality and customer satisfaction were using descriptive statistical analysis and regression analysis. According to the result shows, online trade sector service quality effect on positive customer satisfaction. Therefore, the e commerce sector should focus more attention on service quality, because of its effects on customer satisfaction. It is also recommended that the e commerce sector should welcome suggestions from customers. Ganbaatar Otgontsetseg | Batkhuyag Sukhbat "Service Quality Influence on Customer Satisfaction: In the Case of Mongolia Online Trade Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29741.pdf Paper URL: https://www.ijtsrd.com/management/consumer-behaviour/29741/service-quality-influence-on-customer-satisfaction-in-the-case-of-mongolia-online-trade-sector/ganbaatar-otgontsetseg
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This study investigates the relationship among customer satisfaction, customer trust, switching cost, and
customer loyalty in mobile telecommunication service market of Pakistan. Built on the review of pertinent
literature a research framework is developed based on the mediation of customer trust and moderation of
switching cost on the relationship of customer satisfaction with customer loyalty. The data were collected
from 515 customers in mobile telecommunication service market of Pakistan through convenience
sampling. Correlation matrix and ordinary least squares regression analyses are used to determine the
relationship among the variables. The findings confirm the framework that customer trust partially
mediates the relationship of customer satisfaction with customer loyalty. Switching cost has no moderating
effect in determining the relationship of customer satisfaction with customer trust and customer loyalty in
mobile telecommunication service market of Pakistan. This study addresses the importance of customer
satisfaction, customer loyalty, customer trust, and switching cost for the mobile telecommunication service
firms. The findings suggest that the firms should enhance customer satisfaction in order to gain customer
trust and customer loyalty. The significant relationships between the variables suggest that the research
framework is applicable to the firms of mobile telecommunication service market of Pakistan. Further, this
is probably among the first studies which look at mobile telecommunication service market of Pakistan in
context of customer satisfaction, customer trust, customer loyalty, and switching cost. The most obvious
finding to emerge from this study is that customer satisfaction and customer trust are the key determinants
in predicting customer loyalty.
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Abstract: The aim of this study is to investigate the effect of price perception, customer satisfaction, brand image, switching barriers (switching cost, interpersonal relationship and attractiveness of alternative) and trust towards the Customer retention in the cellular industry of Pakistan. This study adds many other supporting materials especially for the literature review; a model is used by this study to find the effect of the factors on customer retention. The data was collected from the customers in Lahore who are subscribers one of the cellular company (Mobilink, U-Fone, Telenor, Warid, and Zong) of Pakistan. The data is analyzed with the help of the multiple regression analysis. Out of seven variables tested it is found that switching barriers (interpersonal relationship and switching cost), brand image, price perception, trust and customer satisfaction have the effect on customer retention. However, customer satisfaction has little to do to increase the customer retention. This study also provides evidence that the higher switching barrier of attractiveness of the alternative lower will be the customer retention. This current study has its own limitation since this research is only conducted in Lahore area. Therefore the finding of the study is unable to be generalized for the whole population of mobile users in Pakistan as the sample size is measured small. The findings can help the service providers to find the effect of customer satisfaction, price perception, trust, brand image and switching barriers towards the customer retention.
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sector play a major role to provide financial services. Banks
play a major role in the growth of the economy by providing
their services. Customer satisfaction is essential for the future
growth of both bank and country economy growth also. This
study made to determine customer satisfaction level on
banking services. This study based on primary data. Primary
data collected through questionnaire. The questionnaire
collected from 50 peoples in Kumoun region specially in
Haldwani urban area. All types of people included in sample
collection Students, Employees, Self Employees, and retired
persons. To assess customer satisfaction used the pre-tested
five points Likert's scale test. On the basis of the analysis, it is
concluded that the customer service satisfaction level of banks
is 73.80%.Key Words: Customer satisfaction, Banking
services, Overall satisfaction.
Customer Satisfaction A Case Study of Mongolia Banking Sector
The aim of this work is to assess the degree of customer satisfaction in the banking sector in Mongolia based on customer perceptions of service quality. The questionnaire was personally conducted on a sample of 150 bank customers. This document makes a useful contribution since there are only a few studies devoted to assessing the quality of service in the banking sector of Mongolia. Results based on three different independent variables showed that all of these variables influenced consumer satisfaction in the Mongolian banking sector. Onon Bayarsaihan | Gendendamba Nerguibaatar | Nyamsuren Delgertsogt ""Customer Satisfaction: A Case Study of Mongolia Banking Sector"" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-2 , February 2020, URL: https://www.ijtsrd.com/papers/ijtsrd29882.pdf
Paper Url : https://www.ijtsrd.com/management/management-development/29882/customer-satisfaction-a-case-study-of-mongolia-banking-sector/onon-bayarsaihan
10120130405011 2-3
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.
Ijciet 10 01_164-2
Over the last decade and a half, the idea of online loyalty has been studied highly
in the literature, and still it endures to be a topic of persistent inquiry for both
researchers and companies. The incredible development of the Internet for both
marketing and online environment, in combination with the increasing desire of
customers to purchase online, has helped the development of diverse e-loyalty research
models. Literature on online shopping suggests trust on a brand and online shopping
as two main drivers for evolving effective long-term relationship but astonishingly a
complete model describing all major antecedents and consequences of trust on a brand
and online shopping is not available in the existing body of knowledge. All independent
factors in the model were individualistically predictive of intent to shop online and
supported the theoretical model by demonstrating the predicted direction of the
relationship
Literature Review of the Impact of Supplier and Customer Relationships on Cor...
As important stakeholders, suppliers and customers of different aspects of business development activities will play a vital role. Therefore, enterprise and upstream suppliers, downstream customer relations in recent years the subject widely attention, Scholars began to cross research field involved in the supply chain, a series of abundant research results. In this paper, by analyzing supplier customer relationship and enterprise information environment, business activities, financial activities, audit, such as literature, in order to provide new ideas for the future research direction. Fan Rui "Literature Review of the Impact of Supplier and Customer Relationships on Corporate Behavior" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-6 | Issue-5 , August 2022, URL: https://www.ijtsrd.com/papers/ijtsrd51711.pdf Paper URL: https://www.ijtsrd.com/management/accounting-and-finance/51711/literature-review-of-the-impact-of-supplier-and-customer-relationships-on-corporate-behavior/fan-rui
Delivering Experiential Markerting and Service Quality to Improve Customer Lo...
- The document discusses a study on the impact of experiential marketing and service quality on customer loyalty through customer satisfaction for Kereta Api Indonesia, Indonesia's national railway operator.
- A survey of 160 passengers on the Surabaya to Yogyakarta route was conducted. Statistical analysis found that experiential marketing and service quality positively influence customer satisfaction, and customer satisfaction positively influences customer loyalty.
- Both experiential marketing and service quality were also found to directly positively impact customer loyalty in addition to indirectly through increased customer satisfaction. The study supports all hypotheses proposed.
Impact of Customer Relationship Marketing On the Performance of Commercial Ba...
Impact of Customer Relationship Marketing On the Performance of Commercial Ba...International Journal of Business Marketing and Management (IJBMM)
Customer relationship marketing is an emerging customer innovation focused on growing customer’s
satisfaction, retention and loyalty that will culminate into bank profitability. The paper investigated the impact
of investment in implementing customer relationship marketing on the performance of commercial banks in
Nigeria. The study was carried out in Federal capital territory Abuja, Enhancinge servicequalityofairlineindustry
This study examined the influence of e-service quality on customer loyalty intentions for low-cost airlines. A survey of 295 low-cost airline customers in Thailand was conducted. The results found that e-service quality positively influenced customer trust and loyalty intentions. Customer trust was found to partially mediate the relationship between e-service quality and loyalty intentions. Marketing communication was also found to moderate the relationship between e-service quality and customer trust. Specifically, higher levels of e-service quality dimensions like efficiency, system availability, fulfillment and privacy led to greater customer trust and loyalty intentions. This research provides insights into how low-cost airlines can enhance online service quality to improve customer relationships.
Service Quality Influence on Customer Satisfaction: In the Case of Mongolia O...
According to the Communications Regulatory Commission of Mongolia report, in recent years, the number of online trade sectors in Mongolia has increased at a rapid pace. The purpose of the research is to investigate the relationship between service quality and customer satisfaction in the online trade market in Mongolia. The research was attended by a total of 200 participants. Research questions and objectives were set, alongside the hypothesis that was developed and tested. In order to determine the relationship between service quality and customer satisfaction were using descriptive statistical analysis and regression analysis. According to the result shows, online trade sector service quality effect on positive customer satisfaction. Therefore, the e commerce sector should focus more attention on service quality, because of its effects on customer satisfaction. It is also recommended that the e commerce sector should welcome suggestions from customers. Ganbaatar Otgontsetseg | Batkhuyag Sukhbat "Service Quality Influence on Customer Satisfaction: In the Case of Mongolia Online Trade Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29741.pdf Paper URL: https://www.ijtsrd.com/management/consumer-behaviour/29741/service-quality-influence-on-customer-satisfaction-in-the-case-of-mongolia-online-trade-sector/ganbaatar-otgontsetseg
Trust, Motivation and their Link with the Knowledge Sharing
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- 1. Abstract of Economics, Finance and Management Outlooks, 2016, Vol.5 DOI: 10.18488/journal.1003/2016.5/1003.5 5th International Conference on Economics, Finance and Management Outlooks 6-7 June, 2016 Nippon Hotel, İstanbul-Turkey Conference Website: www.pakrdw.com 9 Paper ID: 710/16/5 st ICEFMO The Influence of Customer Satisfaction, Trust and Information Sharing on Customer Loyalty of Professional Services Company: An Empirical Study on Independent Surveyor Services Industry in Indonesia Sufrin Hannan1 --- Budi Suharjo2 --- Kirbrandoko3 --- Rita Nurmalina4 1,2,3,4 Graduate School of Management and Business, Bogor Agricultural University, Bogor, Indonesia Abstract The independent surveyor service company in Indonesia is growing due to a commodity business transaction in Indonesia is very attractive in the global market situation. Therefore, creating long-term relationships between independent surveyor company and their customers through customer satisfaction, trust, and information sharing that affect customer loyalty becomes very important to win the competition. The independent surveyor services are very valuable for sellers and buyers to assure their trade transactions. This research aims to develop a model of the relationship between customer satisfaction, trust, and information sharing to customer loyalty in professional services of independent surveyor to inspect coal export using relationship marketing approach. Testing of the hypothesis made on three variables on customer loyalty. The data is collected from 51 exporters and coal trading company in Indonesia and the analysis is using Structural Equation Models (SEM). Results from this study show that customer satisfaction, trust, and information sharing influence the customer loyalty of independent surveyor company. Every variable has a significant influence. Keywords: Customer Satisfaction, Trust, Information sharing, Customer Loyalty and Relationship Marketing.