An integrated model of customer loyalty in the Macedonian mobile service market

Palamidovska-Sterjadovska, Nikolina; Ciunova-Shuleska, Anita

doi:10.15240/tul/001/2017-2-015

Cited by 7 publications

(4 citation statements)

References 69 publications

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“…The banking industry has also been affected by these influences. The increasingly competitive financial environment has prompted banks to search for new channels to deliver services to their customers (Lin et al, 2018;van Esterik-Plasmeijer & van Raaij 2017;Palamidovska-Sterjadovska & Ciunova-Shuleska 2017). In this context, mobile banking is becoming a necessary channel of distribution (Shaikh & Karjaluoto 2015).…”

Section: Introductionmentioning

confidence: 99%

Customer Loyalty in Mobile Banking: Evaluation of Perceived Risk, Relative Advantages, and Usability Factors

Esmaeili

Haghgoo

Davidavičienė

et al. 2021

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Information and communications technologies promote change in the service sector, and the banking sector is not an exception. Finding what factors impact consumer satisfaction with service and lead to loyalty is invariably important for business. However, it is important to begin with evaluating the aspects that are specific to the market and service. The purpose of this study was to investigate the factors affecting customer loyalty in Mobile Banking. Following the model designed by the researchers, consideration was given to mediator variables of satisfaction, trust, and customer service to examine how factors such as perceived risk, relative advantages, and usability affect customer loyalty. In this study, customers of an Iranian bank (Shahr Bank) based in the city of Tehran constituted the statistical population. The descriptive survey method was used on a sample that was selected through a cluster-convenience method and included 411 Shahr Bank's customers resident in the east, west, north, south, and centre of the city of Tehran. Structural Equation Modelling (SEM) test and the LISREL 8.8 software were used to analyse the data and to determine what role each factor plays on loyalty. The results showed that such factors as relative advantages, satisfaction, and trust have the most significant impact on customer loyalty. However, the effect of usability on customer service was not confirmed. Furthermore, it was identified that perceived risk has a negative impact on loyalty.

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Section: Introductionmentioning

confidence: 99%

Customer Loyalty in Mobile Banking: Evaluation of Perceived Risk, Relative Advantages, and Usability Factors

Esmaeili

Haghgoo

Davidavičienė

et al. 2021

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show abstract

“…In addition, loyal customers are a stable source of profi ts. Therefore, ensuring customer loyalty should be the strategic goal of every travel agency (Palamidovska-Sterjadovska & Ciunova-Shuleska, 2017;Pan et al, 2012). However, this is not an easy task, as Huang et al (2011) and Gonçalves-Sampaio (2012) indicate.…”

Section: Discussionmentioning

confidence: 99%

Determinants of the Selection of Travel Agencies on Polish Tourist Services Market

Mazurek-Kusiak¹

2020

E+M

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The aim of the paper is to present differences regarding the sources of searching for information about the travel agency, the determinants which the respondents follow when purchasing tourist events in a given travel agency and the main purposes of the journey, taking into account the respondents' place of residence. The research used the method of a diagnostic survey using the direct questionnaire technique. The research was carried out in 2017 in various regions of Poland among residents using off-line services of travel agencies (tourism organizers). A fi vepoint Likert scale was used to measure attitudes. The size of the research sample was based on the size of the adult population of Poland. A layered selection was used, in which respondents were selected on the basis of availability, taking into account the criteria related to adulthood, gender and age. Statistica 13.1 PL was used for statistical calculations. The discriminant function analysis was used. The tourist services market is a very variable and diffi cult to predict market. Research of the author of the paper indicates that for people living in villages and small towns the most important thing is the recommendation of a travel agency by friends, a well-known brand to which tourists are convinced and a price. For people from medium-sized cities, location of travel agency is very important, and the inhabitants of large cities pay particular attention to the rich offer of travel agencies and adjustment of the tourist event to individual needs of clients. The least important is the equipment and decoration of the offi ce.

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“…The emerging electronic markets cause new approaches to management (Grewal, Chakravarty, & Saini, 2010). Under the influence of new technologies and the Internet, the business environment is transforming (Palamidovska-Sterjadovska & Ciunova-Shuleska, 2017). In commerce, the share of e-commerce is growing (Davidavičienė, Paliulis, Sabaitytė, & Davidavičius, 2016).…”

Section: Previous Researchmentioning

confidence: 99%

Assessment of the main technological and economic capabilities for the transition to a digital economy

Stremousova

Buchinskaia

2019

Proceedings of 6th International Scientific Conference Contemporary Issues in Business, Management and Economics Engineering ‘2

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Purpose – the purpose of the article is to a study of factors that allow to test the impact of digitalization on the economy. Research methodology – the main method of the research is panel analysis of 8 digital economy indicators on GDP per capita for 28 countries for over 17 years. The study asserts that digitalization will ensure the growth of GDP as a key indicator of economic development. Findings – it was found that that transformation into a digital economy is likely to have a positive impact on countries where there is a growth of the net export of ICT services is achieved while communications and computer service imports are reduced. Research limitations – the limitations of the research are that the method applied allows to determine the influence of the studied factors on GDP per capita, but the results of the evaluation require further detailed analysis of the studied factors for each country. Practical implications – the study helps to identify the factors of high importance in the digitalization process and to determine factors what should be focused on achieving the desired results of digitalization. Originality/Value – the method allows to make an express-evaluation, reducing the complexity of calculations and time costs

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An integrated model of customer loyalty in the Macedonian mobile service market

Cited by 7 publications

References 69 publications

Customer Loyalty in Mobile Banking: Evaluation of Perceived Risk, Relative Advantages, and Usability Factors

Customer Loyalty in Mobile Banking: Evaluation of Perceived Risk, Relative Advantages, and Usability Factors

Determinants of the Selection of Travel Agencies on Polish Tourist Services Market

Assessment of the main technological and economic capabilities for the transition to a digital economy

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