Determinants of Customer Loyalty: A Review and Future Directions

Abu-Alhaija, Ahmad Saifalddin; Yusof, Raja Nerina Raja; Hashim, Haslinda; Jaharuddin, Nor Siah

doi:10.22587/ajbas.2018.12.7.17

Cited by 14 publications

(15 citation statements)

References 41 publications

(130 reference statements)

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“…Satisfied customers tend to uphold good relations with the pharmacy, adhere to treatment, and achieve better health outcomes (Al-Ali, Bazin and Shamsuddin, 2015). While customer satisfaction has been found to depend on store quality image; service and convenience; and monetary value (Abu-Alhaija et al, 2018;Aziz et al, 2018), it remains a poor predictor of customer loyalty. In fact, customer loyalty has broader antecedents including perceived service quality, customer satisfaction, trust, perceived value, contextual variables, cultural norms and even religious factors in the target market (Nikolova, Dyankova and Petkova, 2017;).…”

Section: Discussionmentioning

confidence: 99%

Customers’ Perspectives of Service Quality in Community Pharmacies in Nigeria: A Cross-Sectional Survey

Ihekoronye¹,

Osemene²,

Erhun³

et al. 2021

jhms

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Background: There is a growing need to understand the determinants of service quality in community pharmacy from the viewpoint of customers. Objectives: The study explored customer perspectives of pharmacy services using quality indicators and proposed a path for quality improvement. Methods: A questionnaire-based cross-sectional survey was conducted on 704 conveniently selected customers of community pharmacies between August and October, 2019. The exit survey examined customer expectations compared to actual services received. Questionnaire items were drawn from service quality domains of reliability, assurance, tangibles, equity, and responsiveness. Descriptive statistics was used to summarize demographic characteristics of respondents. To explore gaps between expected and perceived service quality, each domain was subjected to a pairwise t-test. Results: Customers’ response rate was 91.2% (n = 642) while their mean age was 52.1±3.55 years. Majority 60% (n = 259) were females, 62.5% (n = 401) had spent five years or less as customers of individual pharmacies. There was significant gap between expected and perceived service quality (t =13.55, p = 0.047). Domains of responsiveness (t = 162.67, p = 0.004) and reliability (t = 27.96, p = 0.023) contributed significantly to this gap with responsiveness being disproportionately impactful. Conclusion: There was significant gap between customer expectations of responsiveness and reliability of pharmacy teams and service fulfilment. This demands improved willingness to prioritize customer needs, serving them promptly, accurately, and as promised.

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Section: Discussionmentioning

confidence: 99%

Customers’ Perspectives of Service Quality in Community Pharmacies in Nigeria: A Cross-Sectional Survey

Ihekoronye¹,

Osemene²,

Erhun³

et al. 2021

jhms

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“…This absence must be considered as a serious weakness of these documents. Therefore, a short quotation cited from [53], "Studying and understanding customer's loyalty is crucial in today's dynamic world due to changing technology, contexts, and lifestyles," can serve as a convenient umbrella statement at this moment.…”

Section: Literature Review Related To Customer Loyalty Measurement (Wmentioning

confidence: 99%

Complex Customer Loyalty Measurement at Closed-Loop Quality Management in B2B Area—Czech Example

2021

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The main objective of this article is to present our proposal of complex customer loyalty measurement within external feedback loops as a response of Industry 4.0 concept in the area of advanced quality management for business-to-business (B2B) relationships, as customer loyalty and organisational sustainability are two critical factors for long-term success. To reach the goal, deep literature analysis, special field research, interviews with specialists, and development of a new model of closed-loop quality management systems, which are created for Quality 4.0 environment, were used. A new term, complex customer loyalty, is introduced, and twelve basic steps of its measurement are briefly explained, including a set of loyalty indicators, all regarding specific characteristics of B2B context. Special research confirmed that only about 15% of Czech organisations use some systematic approach to customer loyalty measurement within B2B area. In the majority of Czech B2B organisations, closed-loop quality management systems are mostly in early phases of their development. However, there is no doubt that complex customer loyalty measurement will be an important part of these systems. The proposals presented in this article are mostly universal and should be applied not only to Czech companies.

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“…Previous studies have investigated the influence of religion on various marketing concepts and issues such as shopping orientation (Mokhlis, 2009), product adoption (Rehman and Shabbir, 2010), consumer ethical judgement (Swimberghe et al, 2011), trust (Mohamed and Daud, 2013), intentions to buy (Jamal and Sharifuddin, 2015), equity (Mohamed and Daud, 2013), acceptance of new products (Mansori et al, 2015), sustainable behaviours (Minton et al, 2015), green food consumption (Mohd Suki and Mohd Suki, 2015), purchase behaviour (Iqbal and Nisha, 2016) and halal choice behaviour (Butt et al, 2017). However, the understanding of customer's loyalty from the religious perspective has received insignificant research attention (Alam et al, 2012;Jamal and Sharifuddin, 2015;Kasuma et al, 2016;Siala, 2013;Swimberghe et al, 2009;Abu-Alhaija et al, 2018a, 2018b. This statement is in line with McDaniel and Burnett (1990) who previously stated that almost all models of patronage behaviour did not consider the role of religious orientation or religiosity.…”

Section: Introductionmentioning

confidence: 99%

“…It is believed that there is the need to understand the religious influences on customer's loyalty models. Hence, it is recommended to examine the customer's loyalty model from a religious perspective (Agag and El-Masry, 2016;Alam et al, 2012;Butt and Aftab, 2013;Gayatri and Chew, 2013;Jamal and Sharifuddin, 2015;Kasuma et al, 2016;Siala, 2013;Swimberghe et al, 2009;Tang and Li, 2015;Abu-Alhaija et al, 2018a, 2018b.…”

Section: Introductionmentioning

confidence: 99%

“…Several studies have examined the influence of cultural values on the perceived service quality based on Hofstede typology (Kueh and Voon, 2007;Polsa et al, 2013;Tsoukatos and Rand, 2007;Wang et al, 2008). However, there were limited studies that examined the role of religion in perceived service quality (Butt and Aftab, 2013;Gayatri and Chew, 2013;Kashif et al, 2015aKashif et al, , 2015b, and marketing researchers are encouraged to investigate the cultural and religious influences on perceived service quality (Abu-Alhaija et al, 2018a, 2018bGayatri and Chew, 2013;Gayatri et al, 2011). Moreover, researchers are recommended to examine the influence of religious orientation on perceived service quality (Kashif et al, 2015a(Kashif et al, , 2015b.…”

Section: Introductionmentioning

confidence: 99%

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The influence of religious orientation on viewers’ loyalty towards satellite TV channels

Abu-Alhaija

Yusof

Hashim

et al. 2019

JIMA

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Purpose This paper aims to examine the influence of religious orientation on viewers’ loyalty, viewers’ satisfaction and perceived content quality; to examine the influences of perceived content quality and viewers’ satisfaction on viewers’ loyalty; and to examine the mediating roles of perceived content quality and viewers’ satisfaction. Design/methodology/approach A set of questionnaires was distributed to 750 respondents in Jordan using convenience sampling. The data were analysed using structural equation modelling. Findings The following are the findings: religious orientation has a direct positive influence on viewer’s loyalty, viewer’s satisfaction and perceived content quality; perceived content quality has a positive influence on viewer’s satisfaction; viewer’s satisfaction has positive influence on viewer’s loyalty; perceived content quality does not have any direct influence on viewer’s loyalty; perceived content quality has partial mediation role in the relationship between religious orientation and viewer’s satisfaction, while viewer’s satisfaction has full mediation role in the relationship between perceived content quality and viewer’s loyalty. Originality/value It is different from the previous studies that mostly focussed on religious commitment and religiosity as the important predictors of customer’s loyalty, and this study emphasised on the influence of religious orientation (the motivational approach of religion) as one of the religious dimensions that can affect customer’s loyalty model. The selected approach may provide additional insights into the existing loyalty models.

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Determinants of Customer Loyalty: A Review and Future Directions

Cited by 14 publications

References 41 publications

Customers’ Perspectives of Service Quality in Community Pharmacies in Nigeria: A Cross-Sectional Survey

Customers’ Perspectives of Service Quality in Community Pharmacies in Nigeria: A Cross-Sectional Survey

Complex Customer Loyalty Measurement at Closed-Loop Quality Management in B2B Area—Czech Example

The influence of religious orientation on viewers’ loyalty towards satellite TV channels

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