Customer satisfaction, customer delight, customer retention and customer loyalty: Borderlines and insights

Aityassine, Fatima Lahcen Yachou

doi:10.5267/j.uscm.2022.3.005

Cited by 12 publications

(7 citation statements)

References 1 publication

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“…The sixth hypothesis was likewise addressed by the findings of the sixth study, which showed that customer loyalty is positively and significantly impacted by service quality (H6). As stated by Aityassine (2022) and Chao et al (2023), the quality of service felt by consumers is directly able to influence consumer loyalty. From the results and analysis obtained, it is known that there is an influence between the quality of legendary restaurant services on consumer loyalty.…”

Section: A Hypothesis Testingmentioning

confidence: 99%

The Impact of Service Quality Relationship on Customer Loyalty at Legendary Restaurants R4 in Malang City

Riyadi,

H.W.,

Andriani

et al. 2024

HBT

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Each region certainly has its own culinary specialties, as Malang City is a tourist city that has many culinary specialties and has been established for a long time with hereditary recipes such as legendary restaurants R4. Culinary of a region is one of the main attractions for tourists, especially with the brand image that has been built in the general public which makes legendary culinary in Malang worth visiting. However, intense competition in the restaurant industry is also experienced by legendary restaurants in Malang, so efforts are needed so that legendary restaurants can continue to compete, one of which is by paying attention to the service quality provided to consumers so that consumers become loyal. In addition to aspects of service quality, legendary restaurants also need to pay attention to aspects of customer satisfaction, customer delight, and brand image which can later help build consumer loyalty and make legendary restaurants in Malang able to compete. Therefore, this research is very important to do to find out how far the effect of service quality on customer loyalty is through customer satisfaction, customer delight, and the role of brand image in moderating. This research was analyzed using SEM-PLS with 100 respondents with age criteria >17 years and having visited at least 2 times. This research shows that the service quality provided by the four restaurants has a positive and significant role on customer satisfaction, customer delight, and customer loyalty because the quality of service provided by the four restaurants is considered good, besides that brand image is able to strengthen the relationship between service quality and customer loyalty. So it is necessary for legendary restaurants to improve the quality of their services in order to get loyalty from their consumers and be able to compete with new restaurants.

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Section: A Hypothesis Testingmentioning

confidence: 99%

The Impact of Service Quality Relationship on Customer Loyalty at Legendary Restaurants R4 in Malang City

Riyadi,

H.W.,

Andriani

et al. 2024

HBT

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“…Customer retention has been studied due to four main factors: satisfaction, positive word of mouth, repeat purchase intent and loyalty to the company (Cheraghalizadeh & Dědková, 2022;Mohammed & Mahmood, 2022). Researchers have seen customer satisfaction as an important determinant of customer retention (Aityassine, 2022;Khwaja & Yang, 2022). Service companies will be more successful if they implement customer retention rather than customer satisfaction strategies (Sasono et al, 2021).…”

Section: Customer Retentionmentioning

confidence: 99%

E-Servqual Digitalization Of Islamic Banks And Customer Retention In Surakarta

Pramesty,

Sukardi

2024

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This study aims to determine the effect of banking digitalization service quality on customer loyalty of Islamic banks in Surakarta city. This type of research is quantitative research with a sample of 100 bank customers who use Islamic bank digital services, using primary data obtained through direct distribution of a questionnaire with a Likert scale, the data is processed using multiple linear regression analysis. The research proves that efficiency, reliability, fulfillment, privacy, responsiveness has no significant effect on customer retention in using bank digital services, as evidenced by the statistical value of each variable, namely 0.763, 0.727, 0.083, 0.225, 0.093 greater than 0.05. Contact has a positive and significant effect on customer retention in the use of digital banking services with a statistical value of 0.012 less than 0.05. This research has implications for strengthening strategies and services in the use of digital FinTech by Islamic banks in Indonesia

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“…Banking studies conducted in Botswana and Jordan, emphasise the importance of securing joyful experiences in a services context, to stimulate loyalty. In these studies, delight is positioned, in a banking context, as feelings of happiness since the bank can deliver over and above the expectations of customers, resulting in a desire to remain with the bank in the future (Svotwa et al, 2023;Aityassine, 2022). Accordingly, it is hypothesised that: H1.…”

Section: Theoretical Model Development Delight-loyalty Interrelationshipmentioning

confidence: 99%

Revisiting the delight–loyalty link in a retail banking context – an emerging market perspective

Roberts-Lombard,

Makanyeza,

Jaiyeoba

et al. 2024

AJEMS

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PurposeThis study uses relationship marketing theory to explore affective and calculative commitment as mediators in the delight–loyalty link. Furthermore, it investigates the role of perceived employee service delivery skills, perceived value and trust in the relationships between delight, affective commitment, calculative commitment and loyalty.Design/methodology/approachA descriptive research approach was applied, and the data were collected from 332 retail banking customers in an emergent market who are overall satisfied with their bank. A self-administered questionnaire collected data from 332 respondents who adhered to the stipulated requirements to participate in the study. These respondents were selected through purposive and convenience sampling. The constructs’ interrelationships were analysed via structural equation modelling. The measurement and structural models were also assessed.FindingsAffective and calculative commitment and delight impact loyalty. Both affective commitment and calculative commitment were found to mediate the relationship between delight and customer loyalty.Research limitations/implicationsThe study enhances an understanding of the role of affective and calculative commitment in strengthening the delight–loyalty link from a relationship marketing theory perspective.Practical implicationsThe study provides guidance to the retail banking industry in emerging markets on the importance of affective and calculative commitment in strengthening the delight–loyalty link. It further informs retail banks of the need to provide banking customers with products and service value that exceed their expectations to strengthen their future commitment and loyalty to their bank.Originality/valueGuided by relationship marketing theory, the role of affective and calculative commitment in mediating the delight–loyalty link in an emerging market context is uncovered.

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Customer satisfaction, customer delight, customer retention and customer loyalty: Borderlines and insights

Cited by 12 publications

References 1 publication

The Impact of Service Quality Relationship on Customer Loyalty at Legendary Restaurants R4 in Malang City

The Impact of Service Quality Relationship on Customer Loyalty at Legendary Restaurants R4 in Malang City

E-Servqual Digitalization Of Islamic Banks And Customer Retention In Surakarta

Revisiting the delight–loyalty link in a retail banking context – an emerging market perspective

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