Electronic Customer Relationship Management, Customer Satisfaction, and Customer Loyalty: A Comprehensive Review Study

Nikou, Seyed Hossein; Selamat, Hazlina; Yusoff, Rasimah Che Mohd; Khiabani, Mohsen Malekalketab

doi:10.18535/ijmei/v2i12.02

Cited by 18 publications

(25 citation statements)

References 3 publications

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“…The study was designed to help understand these relationships by empirically assessing the nature of the relationship between service quality and consumer satisfaction in the formation of consumers' purchase intentions across four unique service industries. The results of the current research, coupled with the weight of the evidence in the emerging services literature, suggested that consumer satisfaction is best described as moderating the service quality/purchase intention relationship" [1,5].…”

Section: Comprehensive Review Of Formermentioning

confidence: 78%

“…Finally, in terms of systematic variation across firms, [4] found out the elasticity of repurchase intentions concerning satisfaction to be lower for firms that provide high satisfaction. Ergo, insinuating a long-run reputation affects insulating firms that consistently provide high satisfaction [1,4].…”

Section: Comprehensive Review Of Formermentioning

confidence: 99%

“…Among different kinds of business industries, service industries are known and recognized by offering high-quality services and attracting consumers' intention and loyalty. Therefore, it can be stated that customer service in the service industry is everything [1].…”

Section: Introductionmentioning

confidence: 99%

“…To sum up, this article's authors can deduce that service quality on satisfying consumers and their loyalty to the service industries is unavoidable. [1]. By reviewing the extant literature, it can be recapitulated that there are inconsistencies among the results of studies in this research era, such as [3,4].…”

Section: Introductionmentioning

confidence: 99%

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Service Quality, Mediation Effect of Customer Satisfaction, Customer Loyalty, and Moderating Role of Interpersonal Relationship: Case of Four-Star Hotels in Kuala Lumpur, Malaysia

Nikou¹,

Khiabani²

2020

AJEBA

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The importance and prominent role of service quality in service industries are inevitable. Previous scholars have investigated relationships among service quality, customer satisfaction, and customer loyalty with fundamental theories in this research era, as proposed in marketing and psychological behavior. Ergo, their consistencies have been supported by theoretical justification. This research paper aims to determine the effect of service quality on customer loyalty directly and through the mediating role of customer satisfaction and the moderating role of interpersonal relationships in the four-star hotels located in Kuala Lumpur, Malaysia. This research's developed model consists of four latent variables: service quality, customer satisfaction, interpersonal relationship, and customer loyalty. A quantitative approach through the distribution of 550 questionnaires with a response rate of 69.81 percent was taken. Collected data were processed via IBMSPSSAMOS software. Firstly, reliability and factor analysis in order to ensure normality of the collected data, adequacy of sample size were run. Secondly, utilizing structural equation modeling (SEM) via analysis of moment structure (AMOS) program. Confirmatory factor analysis (CFA) with a two-step strategy was run to hypotheses testing. Thirdly, hierarchical regression analyses were conducted for testing the moderating role of interpersonal relationships. Findings supported the notion that service quality has a positive and direct impact on customer satisfaction and loyalty. Customer satisfaction mediates the relationship between service quality and customer loyalty. Finally, interpersonal relationship moderates the relationship between service quality and customer satisfaction positively. Consequently, the interpersonal relationship moderates the relationship between customer satisfaction and customer loyalty positively. This research's originality and value are for academics, practitioners, and managers in service industries, especially hospitality industries and exclusively managers in the four-star hotels in Kuala Lumpur, Malaysia.

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Section: Comprehensive Review Of Formermentioning

confidence: 78%

Section: Comprehensive Review Of Formermentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Service Quality, Mediation Effect of Customer Satisfaction, Customer Loyalty, and Moderating Role of Interpersonal Relationship: Case of Four-Star Hotels in Kuala Lumpur, Malaysia

Nikou¹,

Khiabani²

2020

AJEBA

Self Cite

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“…For the last 40 years, there have been drastic changes in business. It has transitioned from traditional business to electronic business where transactions are made by either e-mail or using information systems over the Internet [13]. Due to the changes, increasing level of clients' loyalty is one of instruments of impact on growth of sales [14].…”

Section: Introductionmentioning

confidence: 99%

Management of loyalty in developing a company’s brand on the Russian oil and gas B2B market

et al. 2019

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In this article, we consider the importance of lifestyle and preferences of the decision-makers as parts of management of loyalty in developing a company's brand on the Russian oil and gas B2B market. We provide the definitions of the concepts of "brand" and "loyalty", types of loyalty and development stages of a loyalty program. Additionally, we report the results of a marketing research for development of the loyalty program of the oil trading company (characteristics, opinions and preferences of the decisionmakers on the Russian market of light oil and liquefied hydrocarbon gas products).

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Analysis of Taking Decision of Farmers in Choosing Rice Cultivars: Case of Pakel District, Tulungagung, Indonesia

Ibrahim

Sutawi

2021

E3S Web Conf.

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Rice, one of the main crops in Indonesia, is the largest staple food. To increase national rice production, the government improved productivity and expanded rice fields including the attitudes and preferences of farmers to choose and use the right superior seeds. The study was conducted in Pakel Subdistrict, Tulungagung Regency, East Java Province in February 2019 to April 2019.The results showed that the farmers’ decision-making process for seeds was strongly influenced by price, yield, and resistance to pests and diseases. In addition to the promotion factor, the availability of seeds at the trader and product quality determines the stage of purchasing the seeds to be planted.

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Electronic Customer Relationship Management, Customer Satisfaction, and Customer Loyalty: A Comprehensive Review Study

Cited by 18 publications

References 3 publications

Service Quality, Mediation Effect of Customer Satisfaction, Customer Loyalty, and Moderating Role of Interpersonal Relationship: Case of Four-Star Hotels in Kuala Lumpur, Malaysia

Service Quality, Mediation Effect of Customer Satisfaction, Customer Loyalty, and Moderating Role of Interpersonal Relationship: Case of Four-Star Hotels in Kuala Lumpur, Malaysia

Management of loyalty in developing a company’s brand on the Russian oil and gas B2B market

Analysis of Taking Decision of Farmers in Choosing Rice Cultivars: Case of Pakel District, Tulungagung, Indonesia

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