The Impacts of Product Quality, Service Quality, Price, and Trust on Customer Satisfaction and Customer Loyalty, and the Moderating Effect of Brand Country-of-Origin: A Study on Motorcycle Users in Vietnam PDF Download

Author: 阮文勝
Publisher:
ISBN:
Category :
Languages : en
Pages : 91

View

Book Description

Author: Shahrukh Salman
Publisher: Anchor Academic Publishing
ISBN: 3960671873
Category : Business & Economics
Languages : en
Pages : 61

View

Book Description
The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.

Author: María Jesús Yagüe Guillén
Publisher: MDPI
ISBN: 3039213350
Category : Business & Economics
Languages : en
Pages : 122

View

Book Description
Loyalty is one of the main assets of a brand. In today’s markets, achieving and maintaining loyal customers has become an increasingly complex challenge for brands due to the widespread acceptance and adoption of diverse technologies by which customers communicate with brands. Customers use different channels (physical, web, apps, social media) to seek information about a brand, communicate with it, chat about the brand and purchase its products. Firms are thus continuously changing and adapting their processes to provide customers with agile communication channels and coherent, integrated brand experiences through the different channels in which customers are present. In this context, understanding how brand management can improve value co-creation and multichannel experience—among other issues—and contribute to improving a brand’s portfolio of loyal customers constitutes an area of special interest for academics and marketing professionals. This Special Issue explores new areas of customer loyalty and brand management, providing new insights into the field. Both concepts have evolved over the last decade to encompass such concepts and practices as brand image, experiences, multichannel context, multimedia platforms and value co-creation, as well as relational variables such as trust, engagement and identification (among others).

Author: Baboo Kureemun
Publisher: CRC Press
ISBN: 1439845824
Category : Business & Economics
Languages : en
Pages : 228

View

Book Description
Providing the insight and tools needed to improve the perception your customers have about the quality of your product or service, Your Customers' Perception of Quality: What It Means to Your Bottom Line and How to Control It introduces a ground-breaking model for measuring the impact of quality perception on your bottom line. Allowing you to look at quality from an outside-in, truly customer-centric perspective, the authors pave a concrete connection between enhanced customer perception and increased profitability. The book introduces cutting-edge concepts in customer-centric quality—explaining exactly how to identify, plan, cost justify, manage, and deliver consistent improvements to the factors that matter most to your customers. Helping you harness the power of the universal set of tools, techniques, and methods at your disposal in the field of quality, the book: Unveils a model that provides quantifiable information for determining the impact of customer perception on your bottom line Details a strategic model for attaining long-term benefits—including the tools required to make the necessary tactical changes Includes a wealth of customizable tools to help kick-start implementation efforts The text clearly illustrates how to implement methods proven to improve operational efficiencies, foster customer loyalty, and drive increased revenue through positive word of mouth. Complete with helpful checklists, templates, tools, and detailed instructions on how to tailor them to your company, the authors guide you through the path of evaluating, analyzing, and implementing the value-adding adjustments needed to drive profits and boost customer loyalty.

Author: Dr. David Ackah
Publisher: GRIN Verlag
ISBN: 3656834784
Category : Business & Economics
Languages : en
Pages : 38

View

Book Description
Research Paper (postgraduate) from the year 2013 in the subject Economics - International Economic Relations, grade: A, ( Atlantic International University ) (School of Business and Economics), language: English, abstract: The study explores the relationship between service quality and customer satisfaction on customer loyalty with regards to services provided by All Needs Supermarket, located in Takoradi. To achieve the objective of the study, quantitative method was used for the statistical analysis and convenience sampling for selecting customers. The researcher used the self-administered questionnaire as a method for collecting data from the sample consists of 101customers randomly selected from the population frame. The results show that both service quality and customer satisfaction significantly affect the level of customer loyalty of the customers of All needs supermarket, Takoradi. It was therefore, recommended that staff of All needs supermarket should pay special attention to their service quality and the factors that drive customer satisfaction.

Author: Daniel Gurski
Publisher: GRIN Verlag
ISBN: 3656416214
Category : Business & Economics
Languages : en
Pages : 63

View

Book Description
Master's Thesis from the year 2013 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,3, Maastricht University (School of Business and Economics), language: English, abstract: Abstract The thesis at hand develops a new scale to measure customer experience quality on the basis of four dimensions: service quality, atmosphere quality, flow quality, and learning quality. The American coffee company Starbucks is used as exemplary case to validate the theory empirically. Product quality is found to be a separate, but related construct to customer experience quality. The author investigates the effect of customer experiences on customer loyalty and finds that customer experience quality indirectly affects customer loyalty intentions through perceived value. The relative importance of customer experience quality for perceived value and in succession customer loyalty intentions is found to be much higher than that of product quality. Moreover, perceived wealth of the customer acts as a moderator and increases the positive effect of customer experience quality on perceived value wheras it weakens the effect of product quality on perceived value. Collectively, the results extend and clarify concepts in the evolving, but inconsistent customer experience literature. The findings enable managers to stage customer experiences more effectively and more efficiently.

Author: Katarzyna Szydlowska
Publisher:
ISBN: 9783346101884
Category :
Languages : en
Pages : 68

View

Book Description
Bachelor Thesis from the year 2016 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 80%, language: English, abstract: This study will examine factors such as customer satisfaction, corporate social responsibility, service quality and loyalty programs that have crucial impact on customer loyalty. The research will focus in particular on customer's loyalty in Marks and Spencer in London. The phenomenon of loyalty has met with great deal of interest from researchers in recent years. Customer loyalty indicates sense of belonging or identification with the service or products of the organization. These feelings affect customer behavior directly and lead to repurchase goods and recommend them to others. In general, customer loyalty constitutes a complex issue to analyze since it contains many dimensions.

Author: MICHAEL D. JOHNSON
Publisher:
ISBN:
Category :
Languages : en
Pages : 43

View

Book Description

Author: Joanna Saad
Publisher:
ISBN:
Category :
Languages : en
Pages : 0

View

Book Description
The motivation behind researching the country of origin and how does it affect the consumer behavior Research is sustained by the conflicting position of researchers. For certain researchers' country of origin represents a vital factor considered by customers in their purchasing decision process. Such impact is based on the image of the country in customer's black-box which influence his/her brand perception, attitude, usage and loyalty. Accordingly, Country of origin has become an extrinsic product trait considered as a substitute for merchandise quality, performance, reliability, prestige and other product features that cannot be directly assessed. For other researchers such impact has been diluted and even neutralized with globalization as the products origin can be from different sources; In this perspective the raw materials can be provided from a different country than the country of manufacturing or assembling and marketed is a third different country which will lead to a confused unclear identification of the product origin or source. The key purpose of the study we are working on, is to discover the country-of-origin - defined as the country of the organization owning the brand - would affect the customer' overall brand equity perception. The key purpose of the study we are working on, is to discover the country-of-origin of a brand effects on the customer' perception and overall brand equity. Mainly, the goal is to discover the relation between the customer' perception of country-of-origin image and their perception and attitude toward the supplied brand image and attitude. In this respect, the study will concentrate on the influence of Country-of-Origin factor on the mothers' selection of baby diapers brands. A quantitative survey was performed. In this respect data was collected through a structured questionnaire. In this respect a sample of Lebanese mother with new born babies were interviewed. Descriptive statistics and inferential statistics were used for data analysis and hypotheses validation.

Author: Hock Seng Yap
Publisher:
ISBN:
Category : Customer loyalty
Languages : en
Pages : 406

View

Book Description
Value for money has been seen as an important construct in recent years, but most of the research that has examined this construct has been undertaken in business-to-consumer contexts and very little is known about its role in business-to-business contexts. The current study developed and tested a model that explained the influence of some suggested antecedents (past satisfaction, perceived risk, product quality and service quality) had on perceived value for money and their subsequent impact on relationship commitment, customer loyalty and re-buying intention. Two of the antecedent variables (service quality and customer loyalty) were found to have discriminant validity problem and were excluded from a revised model. The results suggested past satisfaction, perceived risk and product quality all had significant influences on perceived value for money. However, Baron and Kennys (1986) mediation assessment procedure suggested perceived value for money was not a dominant mediator between these antecedent variables and commitment to the relationship. This led to the development of an alternative model in which perceived value for money was included as an exogenous construct that fitted the data better then the initially suggested model. The results also suggested switching costs moderated the relationship between commitment to the relationship and intention to re-buy, as commitment to the relationships impact on re-purchase intention was greater when switching costs were high. Switching costs also moderated the relationship between product quality and intention to re-buy, as, when switching costs were high, product quality had no direct effect. However, when switching costs were low, product quality had a strong direct positive effect. Product quality has a direct influence on organisational buyers re-buying intention and managers must clearly understand the customers requirements of a product, and continuously improve and develop new product that meet the customers needs. Beside the monetary aspect of value for money of a product, managers should also consider the non-monetary aspect as this have an impact on the customers perception of a product quality. Also, conducting customer satisfaction survey regularly and offering assurances help in reducing the customers perception of risk. While, erecting high switching costs in a product is being viewed as negative by many customers, however, this strengthens their commitment to stay with the existing supplier. Consequently, all of these activities help improve and deepen the customers commitment to a relationship, which has a direct impact on buyers re-buying intention.