Customer participation, value co-creation and customer loyalty: evidence from Umrah travel agencies in Indonesia

Mursid, Ali; Wu, Cedric Hsi-Jui

doi:10.1108/jima-06-2020-0190

Cited by 23 publications

(35 citation statements)

References 89 publications

(112 reference statements)

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“…The results have revealed that there are positive associations between university image and the dimensions of participation behavior such as information seeking, information sharing, personal interaction, and responsible behavior. This study's outcomes complement the findings of Mursid & Wu (2021) that institutional image positively influences the customers' participation (such as that of HEIs on student participation). Thus, HEIs having a sound image can ultimately encourage international students to interact openly and enhance the latter's information exchange and spontaneous participation behaviors with their personnel or staff.…”

Section: Discussionsupporting

confidence: 74%

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Investigating the impact of university image on international students’ participation behavior: An empirical study

et al. 2021

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Background: The competition among higher education institutions (HEIs) around the world coupled with the rising mobility of international postgraduate students has created challenges for universities to maintain their competitive advantage. There is continuous emphasis from higher education administrators and governments on internationalization and creating global prominence in this sector. As an emerging hub in southeast Asia, Malaysia is no exception to this. Realizing this need for internationalization, this study has attempted to analyze the impact of university image as a higher-order formative construct on international students' participation behavior as a multidimensional construct. Methods: The sample of this study comprised 150 international students from public and private HEIs in Malaysia. The study focused on this group of students as their participation in university life and face-to-face interactions with university personnel have been significantly affected due to the restrictions on global travel during the COVID-19 pandemic. Purposive sampling was employed to select the respondents. A structured questionnaire based on a seven-point Likert scale was used to collect the responses. The hypothesized relationships of this cross-sectional study were examined using partial least square-based structured equation modeling (PLS-SEM). Results: The results showed that all the four hypotheses developed in relation to the dimensions of participation behavior were supported. This research outcome has evidenced that university image can influence international students’ participation behavior such as information seeking, and information sharing behavior that can be perceived as positive behavioral outcomes towards their respective HEIs. Conclusions: Since the present study was conducted in one country, future studies may reproduce this in other southeast Asian countries. While cross-validation to local students lies outside the scope of this study, this empirically tested behavior model offers practical implications for universities, particularly in this uncertain period where HEIs are going through tremendous challenges to uphold their strong rapport with international students.

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Section: Discussionsupporting

confidence: 74%

“…According to Mursid & Wu (2021), customer participation is significantly influenced by the image of the institutional services.…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

Investigating the impact of university image on international students’ participation behavior: An empirical study

et al. 2021

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“…CPB, an essential element for the service sector, is considered one of the crucial factors affecting firm performance (Ngo and O'Cass, 2013). It is an essential determinant of customer loyalty (Eisingerich and Bell, 2006;Auh et al, 2007), customer satisfaction (Mursid and Wu, 2021;Yi et al, 2021), perceived service quality (Wang et al, 2007;Dong et al, 2008), repurchase intention (Chen and Wang, 2016), brand loyalty and brand satisfaction (Solem, 2016;Nardi et al, 2020). Therefore, customer participation is considered an essential factor affecting the firm's success.…”

Section: Structural Model Resultsmentioning

confidence: 99%

“…It is an essential determinant of customer loyalty ( Eisingerich and Bell, 2006 ; Auh et al. , 2007 ), customer satisfaction ( Mursid and Wu, 2021 ; Yi et al. , 2021 ), perceived service quality ( Wang et al.…”

Section: Discussionmentioning

confidence: 99%

Understanding customers hospital experience and value co-creation behavior

Samsa

Yüce

2022

TQM

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Purpose The purpose of this paper is to test what experience value factors are required to constitute customer value co-creation behavior. Design/methodology/approach The authors collected the opinions of 395 customers who had hospital experience in the last one year and the value they perceived from these experiences through random sampling. In addition, they tested the effect of the value perceived by the customers from these experiences on the customer value co-creation behavior with the partial least structural equation modeling (PLS-SEM) model using Smart PLS 3 software. Findings The measurements had strong reliability and validity. In addition, PLS-SEM results showed that customer experience value had a positive and significant effect on customer value co-creation behavior. The results of the study have revealed that creating the perception of customer experience value is an important determinant of customer value co-creation behavior (customer citizenship behavior and customer participation behavior) in hospitals. Research limitations/implications The limitation of the study is that the study was conducted only in public hospitals. The application was carried out in only one city and two public hospitals. Practical implications It was concluded that customer experience value is the key factor for co-creation value in hospitals. Originality/value Achieving co-creation value is considered a key element in the success and competitive advantage of hospitals. In the study, it was seen that the perception of customer experience value is very important in the success of the companies. It is predicted that these results will make significant contributions to firm managers in the design of hospital journeys of customers, service improvement and service excellence efforts.

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“…Multiple research studies (Sibarani & Maximillian, 2021) have illustrated that the customers are found to be highly attracted towards brands due to effective marketing communication strategies adapted by the companies to attract their clients in this competitive environment. They argue that the marketing communication strategies have been found as a good source of building, nurturing and maintaining strong relationships with their customers (Mursid & Wu, 2021). The study illustrates when the customers have gone through these promotional campaigns, they develop expectations from these promoted brands and try to acquire them to satisfy their needs.…”

Section: Relationship Between Marketing Communication and Customer Loyaltymentioning

confidence: 94%

Integrated Marketing Communication and Customer Satisfaction as a function of Customer Loyalty with the Moderating role of Product Innovation Moderation

Adnan

Khan

Hayee

2021

sbsee

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Purpose: The basic aim of the current study is to investigate the impact of integrated marketing communication on customer loyalty especially in the individuals living in South Punjab, Pakistan. Design/Methodology/Approach: The paper focuses on a survey with a 7.0-point Likert Scale questionnaire using 55 items including all variables and constructs. The sample population was used from South Punjab, Pakistan comprising of individuals living in this area. PLS-SEM was used as an analysis tool for this quantitative data. Findings: The primary finding of the study is to use the innovative technology so as to provide the new and unique features within brands so as to enhance the loyalty within customers. Implications/Originality/Value: The study uses a single moderator and mediator which restricts the study to this domain only. Future research may use some other variables like brand trust and brand commitment as moderator and/or mediator to extend this current study. Moreover, future research may use longitudinal approach to avoid any data bias. The researchers focus on the technological advancement for product innovations so as to satisfy the needs and wants of customer which consequently leads to increase the customer loyalty towards the brands. This study is novel in its nature as it discusses the relationship between IMC and Customer loyalty with the moderating effect of Product Innovation. The paper provides an illusion to the fact that the employees require the new and innovative brands which forces the companies to augment not only the features of their brands but the communication campaign as well

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Customer participation, value co-creation and customer loyalty: evidence from Umrah travel agencies in Indonesia

Cited by 23 publications

References 89 publications

Investigating the impact of university image on international students’ participation behavior: An empirical study

Investigating the impact of university image on international students’ participation behavior: An empirical study

Understanding customers hospital experience and value co-creation behavior

Integrated Marketing Communication and Customer Satisfaction as a function of Customer Loyalty with the Moderating role of Product Innovation Moderation

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