Determinants of Customer Satisfaction and Loyalty in Vietnamese Life-Insurance Setting

Nguyen, Ha Thu; Nguyen, Hoang Viet; Nguyen, Nhan Duc; Phan, Anh Chi

doi:10.3390/su10041151

Cited by 67 publications

(90 citation statements)

References 41 publications

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“…In addition, customer satisfaction also influences on customer loyalty in food and beverage of SMEs in Malaysia. This result is supported by previous studies such as Awan and Rehman (2014), Iqbal and Shah (2016), Ganiyu (2017) and Nguyen et al (2018). For the indirect effect, based on Sobel test calculation, all marketing mix elements have maintained positive effects on customer loyalty through customer satisfaction in food and beverage products of SMEs in Malaysia.…”

Section: Discussionsupporting

confidence: 84%

Measuring the critical effect of marketing mix on customer loyalty through customer satisfaction in food and beverage products

Sudari¹,

Tarofder²,

Khatibi³

et al. 2019

10.5267/j.msl

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The purpose of this paper is to analyze the effect of marketing mix on customer loyalty through customer satisfaction in food and beverage products of SMEs in Malaysia. The method of collecting data is by using questionnaire and a sample of 300 customers is used for data gathering. Path analysis and Sobel test are used in analyzing the data. The finding shows that product, promotion, place and price have positive effects on customer satisfaction of food and beverage products SMEs in Malaysia. Product, promotion, place and price give contribution to customer satisfaction about 68.9% while the rest is affected by other variables which are not included in this research. Moreover, customer satisfaction has a positive effect on customer loyalty. The finding also shows that product, promotion, place and price had positive effects on customer loyalty through customer satisfaction of food and beverage products SMEs in Malaysia. Product, promotion, place, price and customer satisfaction influence on customer loyalty about 61.7%.

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Section: Discussionsupporting

confidence: 84%

Measuring the critical effect of marketing mix on customer loyalty through customer satisfaction in food and beverage products

Sudari¹,

Tarofder²,

Khatibi³

et al. 2019

10.5267/j.msl

View full text Add to dashboard Cite

show abstract

“…The concept of perceived quality is strongly related to that of perceived value, which is defined as the consumer's overall evaluation of the benefits that are attained from a product or service in return of the perceived cost, in terms of monetary and non-monetary price (Monroe 2002). The perceived value, in addition to increase customer satisfaction, encourages the consumers' repurchases (Han et al 2011), promotes re-patronage intentions, and discourages switching behaviors (Wathne et al 2001), thus improving customer loyalty (Nguyen et al 2018).…”

Section: Customer Loyalty and Brand Managementmentioning

confidence: 99%

“…Literature shows interesting advancements in its understanding and conceptualization. However, to date, further efforts are required of scholars (Nguyen et al 2018;Shahid Iqbal et al 2018;Sitorus and Yustisia 2018). The reason is that customer loyalty is a complex and multifaceted concept involving dynamic interactions and exchanges (Dick and Basu 1994).…”

Section: Introductionmentioning

confidence: 99%

A Systematic Mapping Study on Customer Loyalty and Brand Management

Tartaglione

Cavacece

Russo

et al. 2019

Administrative Sciences

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Customer loyalty is a topic of great interest for marketing scholars due to its importance in gaining sustainable competitive advantages and financial outcomes. Literature is prolific of works regarding customer loyalty and brand management. In order to improve the quantity and quality of research publications, research themes mapping of published studies is required. The aim of this paper is to provide scholars with a systematization and mapping of the contributions on this topic to develop an effective research road map for future research. A bibliometric analysis and a mapping study have been conducted on 337 publications on customer loyalty and brand management from 2000 to 2018. The results present the most cited works on the topic, an evaluation map showing the most frequent and cited words and six clusters of words based on their co-occurrence. From the analysis of the clusters, the most relevant research findings, trends, and issues emerge, suggesting interesting theoretical and practical implications.

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“…Customer is considered as a king and customer satisfaction is prime concern for many organizations. The organization has to satisfy the customers at any cost (Nguyen, Nguyen, Nguyen, & Phan , 2018). In this challenging evironment, customer loyalty has become a key issue for many firms and business.…”

Section: Customer's Retentionmentioning

confidence: 99%

Relationship Marketing as an Orientation to Customer Retention: Evidence from Banks of Pakistan

Solangi¹,

Talpur²,

Shaikh³

et al. 2019

IBR

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This study aims to underpin the relationship marketing as an orientation to customer retention. Further, this study undertakes the case study of banking sector from Sindh province, Pakistan. The reason of conducting this study was to analyze the impact of relationship marketing on customer's retention in the banking sector. Relationship marketing is getting more attention and popularity around the world and helps in developing customers satisfaction and loyalty. Quantitative research approach was used to measure the response of the sample. A field survey was conducted from customers of 20 banks operating in Larkana. An adopted questionnaire was used with five variables, four independent (Trust, commitment, communication and conflict handling) to predict one dependent variable (Customer retention) at 5-point Likert scale. The response was collected through close-ended questionnaire. The study has found that all the independent variables are positive and significant predictors of dependent variable with a good fit between their reliability and sample size adequacy. The major contribution of this study for the managers of banks particularly in Pakistani context is to take serious efforts to implement CRM effectively for customer retention in challenging marketing landscape due to technological and business extensions. The study has self-report nature so it cannot be generalized in all aspects. Research has left a gap for future research in the same set as well.

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Determinants of Customer Satisfaction and Loyalty in Vietnamese Life-Insurance Setting

Cited by 67 publications

References 41 publications

Measuring the critical effect of marketing mix on customer loyalty through customer satisfaction in food and beverage products

Measuring the critical effect of marketing mix on customer loyalty through customer satisfaction in food and beverage products

A Systematic Mapping Study on Customer Loyalty and Brand Management

Relationship Marketing as an Orientation to Customer Retention: Evidence from Banks of Pakistan

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