A Conceptual Framework on Customer Satisfaction: The Mediating Role of Corporate Image

Azhar, Muhammad Salman; Othman, Ismail Bin Lebai; Ahmad, Norzieiriani

doi:10.31703/gssr.2018(iii-iv).17

Cited by 3 publications

(4 citation statements)

References 74 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…On this note, attention is brought to the exceptional influence of marketing innovation in generating satisfaction within the tourism industry. Striving for the payoff of satisfaction and retention, marketing, typically the marketing mix in totality, surfaced as an important strategizing tool besides actual service quality (Azhar et al, 2018a(Azhar et al, , 2018b. Communicational effectiveness endorsed by an organization has, therefore, carried far-reaching influence in creating market awareness, pending the development of brand image and loyalty (Liu and Fang, 2016).…”

Section: Discussionmentioning

confidence: 99%

“…Having the expectancy disconfirmation theory as a footwork, the phenomena can be measured by level of positivity when a tourist compares his/her level of sensation to their initial expectations (i.e. performance of tourism practitioners in the visited destination matched against expectations constructed following available information through various mediums) Prayag, 2008;Azhar et al, 2018aAzhar et al, , 2018b. Satisfaction is hereby achieved when tourists perceived a higher level of service performance to that of expectations.…”

Section: Marketing Innovationmentioning

confidence: 99%

See 1 more Smart Citation

The chain effects of service innovation components on the building blocks of tourism destination loyalty: the moderating role of religiosity

Liat

Nikhashemi

Dent

2020

JIMA

View full text Add to dashboard Cite

Purpose Having Middle Eastern tourism industry as the context, this study aims to examine the impact of the four main dimensions within service innovation (i.e. product, process, organizational and marketing innovations) on tourist satisfaction; subsequently, towards the development of destination loyalty. Realized that religiosity prevails as an important social force that shapes individual behaviours, this study, hence, placed further assessment upon its moderating role, specifically in the relationships between tourist satisfaction and destination loyalty. Design/methodology/approach With adopting the approach of self-structured questionnaire, 214 usable responses had been collected for this study. Obtained data was then analyzed by conducting exploratory factor analysis, confirmatory factor analysis and multiple linear regression analysis through the usage of structural equation modelling. Findings Analysis of obtained data has revealed all the investigated dimensions within service innovation as active predictors to tourist satisfaction, with the exception of product innovation, while having marketing innovation being of highest significance. In turn, tourist satisfaction is found to greatly influence the formation of destination loyalty. Findings then provide notable indication on religiosity as a moderating factor to the proposed relationships within the investigated framework, between service innovation and tourist satisfaction, as well as tourist satisfaction and destination loyalty. Originality/value This study, thus, revealed the level of religiosity, particularly from the standpoint of Islamic perspectives, in playing a critical role towards predicting capability of service innovation on tourist satisfaction, and further, destination loyalty. Contributions hereby lie on theoretical and pragmatic insights concerning aspects of service and Islamic marketing within today’s tourism front.

show abstract

Section: Discussionmentioning

confidence: 99%

Section: Marketing Innovationmentioning

confidence: 99%

The chain effects of service innovation components on the building blocks of tourism destination loyalty: the moderating role of religiosity

Liat

Nikhashemi

Dent

2020

JIMA

View full text Add to dashboard Cite

show abstract

“…Repurchase intention, a form of customer loyalty, is driven by customer satisfaction, as revealed also by Azhar et al (2018). However, the result found that customer delight did not affect repurchase intention.…”

Section: Discussionmentioning

confidence: 88%

Key Driver of Repurchase Intention in the Poultry Farming Input Market in Indonesia

Syahlani¹,

Setyawan²,

Mayasari³

et al. 2022

Trop. Anim. Sci. J.

View full text Add to dashboard Cite

Regulatory changes increase the competitiveness of agribusiness input market, thus requiring input supply companies to improve service quality to maintain customer loyalty. This study aims to determine the role of customer comfort, salesperson expertise, and salesperson affection to influence customer satisfaction and delight and the effects on repurchase intention in poultry agribusiness context. Respondents were selected through judgmental sampling method who were the farmers who buy certain brand of poultry input for farm production process. Data were collected through survey using self-reported of questionnaire. The data obtained were tested for validity and reliability and examined by path analysis with Partial Least Square software. The results showed that customer comfort and customer affection influenced customer satisfaction and customer delight. However, salesperson expertise did not influence customer satisfaction and delight. Furthermore, repurchase intention in poultry farming input market was affected by customer satisfaction but not by customer delight. Therefore, it can be concluded that salesperson affection was found as the most important factor and followed by customer comfort to influence repurchase intention behavior through customer satisfaction.

show abstract

“…Lim et al, 2020). Azhar et al (2018) explored the indirect effects of organizations' service quality, environmental layout, customer-oriented conflict resolutions, network communications, and trust on customer satisfaction through the mediation of corporate image. In contrast, the current study acknowledged the significance of image as an intermediary by investigating it as a possible outcome of service quality and relationship marketing, as well as a potential predictor of customer loyalty.…”

Section: Corporate Imagementioning

confidence: 99%

The Role of Cultural Differences in Customer Retention: Evidence from the High-Contact Service Industry

Fam

Cheng

Cham

et al. 2021

Journal of Hospitality & Tourism Research

View full text Add to dashboard Cite

Current tourism landscape and dynamism of the business environment have increased market competitiveness in the high-contact service industry. Hotel operators must now pay greater heed to customer retention by exploring ways to improve customer engagement and experience. Toward this end, this study aimed to examine the interplays between relationship marketing, perceived service quality, corporate image, customer satisfaction, and customer loyalty, as well as the moderating effect of cultural difference between Asian and Western tourists. Using a questionnaire, data were collected from 400 international tourists and analyzed with the structural equation modeling technique. While the direct relationships pertaining the variables of interest were found to be significant, Asian tourists appeared to hold stricter standards in employee–customer interactions and satisfaction-based loyalty than Western tourists. Discussion and implications are provided to promote the development of fruitful hotel–customer relationships in this industry with a heightened customer orientation.

show abstract

A Conceptual Framework on Customer Satisfaction: The Mediating Role of Corporate Image

Cited by 3 publications

References 74 publications

The chain effects of service innovation components on the building blocks of tourism destination loyalty: the moderating role of religiosity

The chain effects of service innovation components on the building blocks of tourism destination loyalty: the moderating role of religiosity

Key Driver of Repurchase Intention in the Poultry Farming Input Market in Indonesia

The Role of Cultural Differences in Customer Retention: Evidence from the High-Contact Service Industry

Contact Info

Product

Resources

About