Loyalty of a firm’s customer has been recognised as the dominant factor in a business organization’s success. This study helps us extend our understanding of the relationship between customer loyalty, customer satisfaction, and image. This is of considerable interest to both practitioners and academics in the field of hospitality management. The objective of this research is to identify the factors of image and customer satisfaction that are positively related to customer loyalty in the hotel industry. Using data collected from chain hotels in New Zealand, the findings indicate that hotel image and customer satisfaction with the performance of housekeeping, reception, food and beverage, and price are positively correlated to customer loyalty.

This study assesses the direct influence of food quality and e-service quality on customer loyalty towards OFD service and its indirect influence through the mediation of customer satisfaction and perceived value. This study uses a survey of 405 OFD service customers from Bandung, Indonesia. By applying variance-based partial least squares to evaluate the proposed model, this study confirms the direct effect of food quality on online loyalty, but not e-service quality. Further, this study discloses the partial mediation role of customer satisfaction and perceived value on the relationship between both food quality and e-service quality on online loyalty towards OFD services.

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Purpose This paper aims to integrate and examine three loyalty routes (i.e. service quality, emotional attachment and religiosity) in developing customer loyalty towards Islamic banking. Design/methodology/approach Data were collected from 412 Islamic bank customers from Indonesia. Variance-based structural equation modelling was applied to evaluate the association between service quality, emotional attachment, religiosity and customer loyalty. Findings This study reveals that customer loyalty is more driven by emotional attachment and religiosity rather than by perceived service quality. Although not directly affecting customer loyalty, service quality strengthens customer satisfaction towards Islamic banks. Practical implications This study provides an opportunity for Islamic bank managers to increase their customer loyalty through the development of emotional attachment and religiosity. To improve customer loyalty, this study suggests that Islamic banks have to provide prompt, accurate and non-personal service. It is also important for Islamic bank managers to keep the bank operation compliant with the Sharia law. Originality/value This study is the first attempt to assess the three loyalty routes simultaneously in influencing customer loyalty.

PurposeTo investigate the determinants of Muslim Millennials’ purchasing behavior of Halal food in a Muslim-majority country under the reflective and reflexive systems.Design/methodology/approachThrough 339 responds collected from the survey, this study uses 319 responds from Muslim Millennial consumers in Indonesia for further analysis. Data analysis is conducted using a partial least square (PLS) to verify the relationships between the variables herein.FindingsThough purchasing Halal food is familiar to Muslim Millennial consumers in a religious society, this study demonstrated that purchase intention and habit can independently affect their purchasing behavior. In forming the purchase intention, attitude, subjective norms, perceived behavioral control, and religiosity are all necessary determinants on this phenomenon.Practical implicationsThis study enlightens the food providers to continuously intervene in the purchase intention of Muslim Millennials as a consumer group as purchasing of Halal food is also a matter of habit for such consumers in the religious community. To strengthen Muslim Millennials’ purchase intention of Halal food, governments should harmonize their actions with the various stakeholders involved in this purchase intention.Originality/valueThis study focuses on the Muslim Millennial consumer group regarding their Halal food purchasing behavior by integrating two behavioral theories (theory of planned behavior and theory of interpersonal behavior) to obtain a more comprehensive explanation of their purchasing behavior.

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Purpose This study aims to examine behavioural intention towards Islamic bank including three determinants: religiosity, trust and image across customers and non-customers. Design/methodology/approach This study uses 400 samples, consisting of customers and non-customers of Islamic banks collected from Bandung, Indonesia. Partial least square was applied to evaluate the association between religiosity, trust, image and behavioural intention. Findings This study reveals a direct effect of religiosity on behavioural intention and indirect effect through trust and image for both customers and non-customers of Islamic banks. Although the impact of religiosity on trust, image and behavioural intention is significant in both the customer and non-customer sample, the effect of religiosity on the customer is higher compared to that of non-customer. Practical implications This study provides an opportunity for Islamic bank managers to increase the behavioural intention among the customer, as well as non-customer. To increase behavioural intention amongst customers and non-customers, Islamic bank managers need to keep the bank operation compliant with the Sharia law, maintain a good image and gain trust from both customers and non-customers. Originality/value This study is the first attempt to evaluate the behavioural intention towards Islamic bank across customers and non-customers.

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