Customer brand identification, affective commitment, customer satisfaction, and brand trust as antecedents of customer behavioral intention of loyalty: An empirical study in the hospitality sector

Rather, Raouf Ahmad; Tehseen, Shehnaz; Itoo, Murtaza Hassan; Parrey, Shakir Hussain

doi:10.4324/9781003181071-4

Cited by 28 publications

(28 citation statements)

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“…Service quality influences the buyer's general impression of the relative adequacy of an organization and its services (Abdullah, Hamir, Nor, Krishnaswamy, & Rostum, 2018; Baccarani, Ugolini, & Bonfanti, 2015; Raju, Karuppan Chetty, & Phung, 2018; Rather, Tehseen, Itoo, & Parrey, 2019). Upgrading the standard of the service‐conveyance procedure increases clients' pleasure.…”

Section: Literature Review and Development Of Hypothesesmentioning

confidence: 99%

Customer's revisit intention: Empirical evidence on Gen‐Z from Bangladesh towards halal restaurants

Polas

Raju

Hossen

et al. 2020

Journal of Public Affairs

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The perception of halal is a serious concern for all Muslims worldwide. The majority of the population in Bangladesh are Muslims. Restaurants providing halal food are important as the religion advocates that Islamic principles and beliefs must be practised in all transactions. A sample of 317 Generation Z (Gen Z) respondents was selected from 10 halal restaurants in Dhaka, Bangladesh. Gen Z comprises anyone born between 1996 and 2010 who are usually tech‐savvy. Which factors motivate customers from this young generation to revisit halal restaurants? To answer this question, the study examined the direct impact of service quality, physical environment, and price perception on their revisit intention, and tested the indirect effects of these three factors based on customer satisfaction, using Smart PLS 3.0 to test the research hypotheses. The findings confirmed a positive and significant relationship between service quality, physical environment, and price perception with revisit intention. The analysis also confirmed that customer satisfaction mediates the relationship between physical environment and price perception with customer revisit intention. However, the study did not establish any relationship in the mediation role of customer satisfaction with service quality and customer revisit intention. This study contributes to the existing body of knowledge by highlighting the importance of each factor in the hotel and hospitality sector. Its application in the hospitality business and implications for future research are also discussed.

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Section: Literature Review and Development Of Hypothesesmentioning

confidence: 99%

Customer's revisit intention: Empirical evidence on Gen‐Z from Bangladesh towards halal restaurants

Polas

Raju

Hossen

et al. 2020

Journal of Public Affairs

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“…Customers don't care whether the company's reputation is based on Japanese, Korean, Chinese brand licenses or domestic production. The important thing is that there is an after-sales guarantee so that customers are interested in buying these goods.In accordance with the opinion in his research shows that the company's reputation does not directly maintain customer loyalty unless customers feel trust and commitment to the quality of the products they use [29]. Similarly, according to his research says that customer satisfaction and loyalty requires relationships with customers and products offered in the area where they want to buy [30].…”

Section: Discussionmentioning

confidence: 71%

Company Reputation, Product Quality and Price Affect Customer Loyalty One-Door Refrigerator Products in Takengon City

Eliyin¹,

Rayuwati²,

Yustisar³

et al. 2022

International Journal of Science, Technology & Management

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This study analyzes the Company's Reputation, Product Quality and Price on Customer Loyalty of one-door refrigerators product in Takengon City. The research uses a quantitative research approach with associative methods. The population in the study amounted to 251 customers of the Sinar Matahari store in Takengon City, with a total sample of 68 respondents. The sampling technique used was non-probability sampling, with the accidental sampling method. The data analysis technique used multiple linear regression analysis. The research data is sourced from primary data and the data collection process uses interviews, questionnaires and observations. Based on the results of multiple linear regression analysis, it is known that the results of the t test for the Company's Reputation variable are 1.222 and significant 0.226 > 0.05, which means that the Company's Reputation partially has no positive and significant effect on Customer Loyalty, Product Quality variable is -0.642 and significant 0.000 > 0 0.05, which means that the location partially has no positive and significant effect on customer loyalty and the price variable is 4.137 and significant 0.000 <0.05, which means that the price partially has a positive and significant effect on customer loyalty. The results of the F test are 20.860 and a significant 0.000 <0.05, which means that the company's reputation, product quality and price simultaneously have a positive and significant effect on customer loyalty. The results of the R2 test show that the Adjusted R Square value of 0.471 means that 47.1% of consumer satisfaction can be obtained and is explained by the variables of Company Reputation, Product Quality and Price.

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“…e energy crisis in 1970 was followed by inflation with the recession, which led to excess capacity and high raw material costs [20]. As competition between all groups intensified, it became necessary to focus on retaining customers rather than focusing on making a profit from them, which led to a continuous relationship exchange versus a one-time transaction exchange.…”

Section: Energy Crisismentioning

confidence: 99%

“…Years ago, Peter Drucker said that the only valid definition of a business goal is customer satisfaction. Satisfaction is defined as an emotional state that results from the interaction of customers with the service provider over time [20]. Oliver defines satisfaction as the function of a cognitive comparison of pre-consumption expectations with practical experience.…”

Section: Customer Satisfactionmentioning

confidence: 99%

The Relationship Marketing Performance Evaluating in Financial Services Sector of Project Management

Rostami

Mirshahi

2022

Shock and Vibration

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In any economy, the financial sector is interpreted as the driving force in the process of achieving growth through the appropriate and optimal allocation of resources to productive economic sectors. Financial institutions are defined as customer service providers. The generalization of the obtained results to the whole statistical population is the last step in this research. The research is a survey that can provide data on attitudes, feelings, beliefs, past behaviors, recorded behaviors, and the recognition of the acquisition of personal characteristics. Considering that the services available in commercial banks are relatively the same and it is difficult for most banks to differentiate these services from competitors, therefore, many banks around the world have tended to use the relationship marketing approach. The concept of relationship marketing was first mentioned in the American marketing literature in a 1983 article by Barry, who considered relationship marketing as a strategy for attracting, retaining, and strengthening customer relationships. This means that if the bank’s reciprocal relationships increase by 1 unit, it is 95% likely that the value of customer satisfaction with financial services will increase by 0.663 units. Factor loads also have a very good quality in explaining their construct because they have a value of more than 5%. On the other hand, the value of the t significance coefficient for the relationship between the variables of the bank’s reciprocal relationships and customer satisfaction with financial services is 8.471 at the 95% confidence level, which is more than 1.96, indicating the importance of the bank’s reciprocal relationships on customer satisfaction with financial services. To evaluate the sixth hypothesis that “the bank’s reciprocal relationships affect customer satisfaction with financial services,” factor load and significance coefficient obtained from structural equation modeling were used. Considering the path coefficient related to this hypothesis, it can be concluded that the bank’s reciprocal relationships with the value of 0.663 affect customer satisfaction with financial services.

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Customer brand identification, affective commitment, customer satisfaction, and brand trust as antecedents of customer behavioral intention of loyalty: An empirical study in the hospitality sector

Cited by 28 publications

References 0 publications

Customer's revisit intention: Empirical evidence on Gen‐Z from Bangladesh towards halal restaurants

Customer's revisit intention: Empirical evidence on Gen‐Z from Bangladesh towards halal restaurants

Company Reputation, Product Quality and Price Affect Customer Loyalty One-Door Refrigerator Products in Takengon City

The Relationship Marketing Performance Evaluating in Financial Services Sector of Project Management

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