How Far Members’ Satisfaction Mediated Members’ Loyalty? Investigating Credit Cooperative in Sarawak Borneo

Yacob, Yusman; Kasuma, Jati; Baptist, Christopher John; Nadzir, Hamizah Mohd; Morshidi, Mohd Haswardi

doi:10.1016/j.sbspro.2016.05.391

Cited by 17 publications

(23 citation statements)

References 25 publications

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“…According to Dagger and O'Brien customer satisfaction is one of the major factor for business organizations to develop a long term relationship with customer. This finding also supported by previous studies which claim customer satisfaction positively and significantly affect customer loyalty (Rocío Carranza et al, 2018;Kotler & Keller, 2016;Omoregie et al, 2019;Saputra et al, 2020;Yacob et al, 2016).…”

Section: Introductionsupporting

confidence: 89%

“…Kesper et al (1999) define service quality as how far the service offered can meet the customer expectancy. Quality of service is one of the important dimension which head to customer loyalty (Chang & Thai, 2016;Yacob et al, 2016), and this several problem of Merak Port service quality have the opportunity to impact the degree of customer loyalty. Previous study discovered service quality has a significant effect on customer loyalty (Haryanti and Susila, 2019;Omoregie et al, 2019;Prabumenang et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

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Merak Port Customer Loyalty

Rizal

Rivai

Rahmi

2022

Jambura Sci. Manag.

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The aim of this research was to examine the direct impact of service quality, trust and customer satisfaction variables on customer loyalty. As well as the indirect effect between service quality and customer satisfaction on customer loyalty through trust variable. This research uses a quantitative approach and data collected using survey with questionnaire as an instrument. The sample of this research are 200 Merak Port customers, that have visited Merak Port at least two times in the past year and have visited Merak Port before and after 2019. The data analysis technique uses SPSS version 22 LISREL 8.8 to analyze and process research data. The hypothesis finding show that only the customer satisfaction variable positively and significantly affect customer loyalty. The trust variable as a mediator in the relationship between service quality and customer satisfaction on customer loyalty shows insignificant results.

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Section: Introductionsupporting

confidence: 89%

Section: Introductionmentioning

confidence: 99%

Merak Port Customer Loyalty

Rizal

Rivai

Rahmi

2022

Jambura Sci. Manag.

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“…Casidy and Wymer, 2016;Castaldo et al, 2016;El-Adly and Eid, 2016;Jiang and Zhang, 2016;Nisar and Whitehead, 2016;Wu and Ai, 2016;Yacob et al, 2016;Yoo and Park, 2016), b) perceived quality (e.g. Akroushet al, 2016;Ansari and Riasi, 2016;Calisir et al, 2016;Heo and Lee, 2016;Kwenye and Freimund, 2016;Murali et al, 2016;Pinkus et al, 2016;Saleem et al, 2016;Yacob et al, 2016), c) perceived value (e.g. Ansari and Riasi, 2016;Campón-Cerro et al, 2016;Han et al, 2017;Nyadzayo and Khajehzadeh, 2016;Thaichon and Jebarajakirthy, 2016;Wu and Lin, 2016), and d) trust (e.g.…”

Section: Research Priorities Of Customer's Loyaltymentioning

confidence: 99%

Determinants of Customer Loyalty: A Review and Future Directions

Abu-Alhaija¹,

Yusof²,

Hashim³

et al. 2018

Aust. J. Basic & Appl. Sci.

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Customer's loyalty is received a great marketing attention (Wu and Ai, 2016)since its implications can not be overstated for modern businesses. In fact, customer's loyalty is regarded as a long-term asset (Kandampully et al., 2015), and a key business outcome (Ali et al., 2016; Kim et al., 2016). Having loyal customers is a required option for various companies based on its important role in creating sustainable competitive advantages (Wu and Ai, 2016). Marketing practitioners are also motivated to develop loyal customers towards their businesses as a central condition for the market success (Kandampully et al., 2015).Saturated markets motivate companies to re-focus on customer's loyalty to preserve their loyal customers (Kim et al., 2016). Loyal customers are considered essential for various service providers in competitive markets(Ali et al., 2016; El-Adly and Eid, 2016; Wu and Ai, 2016), as they would recommend their preferred products to other customers in the market place (Kim et al., 2016). Customer's loyalty leads to several economic benefits (Murali etal., 2016), such as, price premium (Kim et al., 2016),cost reduction (Murali et al., 2016), and additional sales revenue. Studying customer's loyalty is a vital research attempt due to its increasing significance for global companies (Haryanto et al., 2016). Marketing scholars have presented several loyalty models to enhance customer's loyalty. A recent review of the literature shows that marketing scholars have investigated customer's loyalty from different perspectives and factors (e.g.

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“…The results are consistent with previous studies that profitability of the cooperatives leads to more commitment of the members to the activities of the cooperatives and the more satisfied they become (Sathapatyanon et al, 2018;Dejene and Getachew, 2015;Dejene, 2014;Österberg et al, 2009;Bruynis et al, 2001;Gray and Kraenzle, 1998;Fulton and Adamowicz, 1993). Moreover, services offered by the agricultural cooperatives contribute to increasing its organisational effectiveness and therefore the satisfaction and loyalty of members of the cooperatives Sathapatyanon and Kuwornu, 2019;Sathapatyanon et al, 2018;Promme et al, 2017;Yacob et al, 2016;Mohamed, 2004). Previous research revealed that several factors including the size of farm operations, dividend policies, input price level, and specialisation in farming are important for cooperative members' commitment, loyalty, and satisfaction (Sathapatyanon et al, 2018;Fulton and Adamowicz, 1993).…”

Section: Determinants Of Members' Satisfaction With the Activities Ofmentioning

confidence: 99%

Factors influencing farmers' satisfaction with the activities of horticultural cooperatives in Thailand

Prasertsaeng

Routrary

Ahmad

et al. 2020

IJVCM

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The paper assessed the determinants of members' satisfaction with the activities of horticultural cooperatives in Thailand using data obtained from 290 cooperative members. The empirical results of the heteroscedasticity-corrected ordinary least squares regression revealed that the members' satisfaction by with the activities of the horticultural cooperatives is influenced by business participation, meeting attendance, investment in shares, business value, trust in the committee, profitability, information flow, and coordination with development organisations, years of membership, variety of services, the presence of business partners, and the suitability of the location of the cooperatives. The recommendations for managing horticultural cooperatives are presented.

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How Far Members’ Satisfaction Mediated Members’ Loyalty? Investigating Credit Cooperative in Sarawak Borneo

Cited by 17 publications

References 25 publications

Merak Port Customer Loyalty

Merak Port Customer Loyalty

Determinants of Customer Loyalty: A Review and Future Directions

Factors influencing farmers' satisfaction with the activities of horticultural cooperatives in Thailand

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