Effect of Trust, Satisfaction, and Commitment on Customer Loyalty At the Alfamart Retail in Surabaya, East Java - Indonesia

Sutanto, J.E.; Djati, S. Pantja

doi:10.2991/icoi-17.2017.32

Cited by 2 publications

(3 citation statements)

References 12 publications

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“…The results of this study are aligned with the outcomes of a previous research conducted to investigate the impact of Satisfaction on Customer Loyalty which explained that Satisfaction have a significant impact on the Customer loyalty which implies that Satisfaction is considered to be an important element to drive customer loyalty, More the customer is satisfied the more it is successful to fit its image in consumer's mind which will ultimately boost customer loyalty. (Sutanto & Djati, 2017) also provides support for the results of present hypothesis which affirmed that customer satisfaction has a significant impact on customer loyalty.…”

Section: Satisfactionsupporting

confidence: 84%

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Impact of Trust, Satisfaction and Service Quality on Customer Loyalty: A Study of Pakistan’s Hotel Sector

Fatima

Hassan

Huraira

2021

JBEM

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In today’s competitive market place attaining customer loyalty has become very crucial. In order to achieve success, growth, and sustainability for any business it is very essential to meet the expectations of the customer. The improvement of quality in the context of both the services and goods results in the customers being loyal. Trust, Satisfaction and service quality are recognized to be crucial factors that encourage the customers to make repeated purchases or avail themselves of the services from a particular sector repeatedly. How the firm builds trust in the minds of customers, the service quality it provides, and how it satisfies its users has become a significant subject matter. Competitive advantage can be adequately achieved due to the vast expansion observed in hotel services. Hotel managers are training their staff to adequately deal with their visitors providing them excellent services in order to obtain customer loyalty and spread positive words about their services in the marketplace through that loyal ones. The primary objective behind conducting this study is to examine the impact of the most commonly used factors that are Trust, Satisfaction, and Service Quality on Customer Loyalty in Pakistan’s Hotel Sector. This study was further narrowed down to four renowned hotels (Pearl Continental, Awari, Movenpick, and Ramada) that are being found in the metropolitan cities of Pakistan. A theoretical framework was established to inspect the relationship between the three aforementioned factors and customer loyalty. The data for this research was catered from 384 respondents residing in the cities of Karachi, Islamabad, or Lahore via online questionnaires developed through Google docs because of the current pandemic situation. 7 points Likert scale for both independent and dependent variables were adapted from previous research to develop the questionnaires for the current research. The data collected was tested by incorporating SPSS (Statistical Package for Social Sciences) software and tests such as reliability, validity, correlation, and regression of variables were run to draw conclusions. The findings posit that Satisfaction and Service Quality has a significant impact on Customer Loyalty in context to Pakistan’s Hoteling Industry. The results disclosed has significance in both theoretical and practical means. This research will develop a better understanding of all the three factors namely Trust, Satisfaction, and Service Quality for Hotel Managers, and contribute towards extending the literature. Also, the outcomes of this study will provide better insights to the marketers about different tactics and the importance of Trust, Service Quality, and Satisfaction, which they can utilize for their business in order to obtain customer loyalty, involvement, and a competitive position in the market.

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Section: Satisfactionsupporting

confidence: 84%

“…The outcomes of this study demonstrated that trust significantly impacts customer loyalty. Moreover the rest two variables were also found to have a significant impact on customer loyalty (Sutanto & Djati, 2017).…”

Section: Trust and Customer Loyaltymentioning

confidence: 92%

Impact of Trust, Satisfaction and Service Quality on Customer Loyalty: A Study of Pakistan’s Hotel Sector

Fatima

Hassan

Huraira

2021

JBEM

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“…There is an influence of commitment on service quality. (Alsharari et al, 2017); (Esmaeilpour & Ranjbar, 2018); (Hadiwijaya & Febrianty, 2019); (Hidayat et al, 2015); (Kungumapriya & Malarmathi, 2018); (Pahi et al, 2017); (Sari et al, 2018); (Setiawan et al, 2020); (Singh, 2016); (Sutanto, 2019). 4…”

Section: Introductionmentioning

confidence: 99%

The Effect of Information Technology, Competence, and Commitment to Service Quality and Implication on Customer Satisfaction

Nugraha¹,

Sari²,

Sutarman³

et al. 2022

IJTech

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The use of information technology to support the various needs and development of organizations, individuals, and companies will undoubtedly bring something positive. With the assistance of information technology, the company's performance will be excellent. Moreover, the excellent performance also necessitates organizational commitment. A strong commitment will enhance the quality of the company's products or services. Hence, improving service quality is the first step toward increasing customer satisfaction. Based on this phenomenon, the independent variables in this study are information technology, competence, and commitment, with service quality representing an independent variable and customer satisfaction representing an intervening variable. The object study of this research is permanent employees at PT. ADM in Tasikmalaya. This research uses quantitative with explanatory research methods. According to the results of a study, information technology (X1), competence (X2), and commitment (X3) all have a significant effect on service quality (Y) and its implications for customer satisfaction (Z).

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Effect of Trust, Satisfaction, and Commitment on Customer Loyalty At the Alfamart Retail in Surabaya, East Java - Indonesia

Cited by 2 publications

References 12 publications

Impact of Trust, Satisfaction and Service Quality on Customer Loyalty: A Study of Pakistan’s Hotel Sector

Impact of Trust, Satisfaction and Service Quality on Customer Loyalty: A Study of Pakistan’s Hotel Sector

The Effect of Information Technology, Competence, and Commitment to Service Quality and Implication on Customer Satisfaction

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