How Shopping Mall Service Quality Affects Customer Loyalty Across Developing Countries: The Moderation of the Cultural Context

Diallo, Mbaye Fall; Diop-Sall, Fatou; Djelassi, Souad; Godefroit-Winkel, Delphine

doi:10.1177/1069031x18807473

Cited by 41 publications

(26 citation statements)

References 71 publications

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“…According to the results of this study, service quality has an indirect effect on attitudinal loyalty through customer satisfaction in the smartphone market. Such findings are consistent with previous studies conducted for other industries (Chang, et al, 2015;Diallo, et al, 2018;Narunart & Panjakajornsak, 2019;Yadav & Rai, 2019). Therefore, the findings of this study extend the conclusion on this relationship to the Hong Kong smartphone market.…”

Section: Discussionsupporting

confidence: 93%

A Pilot Study of the Hong Kong Smartphone Market: How Service Quality Affects Repurchase Intention via Customer Satisfaction and Attitudinal Loyalty

Ng¹,

Li²,

Yeung³

2020

IJoBM

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The smartphone penetration rate among people aged 15 and above in Hong Kong stood at close to 90 per cent in 2018. While the demand for smartphones has been increasing, the smartphone market in Hong Kong is highly competitive. Smartphone firms strive to maintain their customers by encouraging repurchases through launching newer models. The marketing cost of keeping an existing customer is well below that of finding a new customer. Therefore, how to motivate current customers to repurchase newer editions of the same brand is a major marketing concern for most companies. The purpose of this paper is to explore the causality between service quality and repurchase intention via customer satisfaction and attitudinal loyalty. Data from a sample of 200 Hong Kong smartphone users aged 18 and above confirm that customer satisfaction mediates the relationship between service quality and attitudinal loyalty that eventually affects repurchase intention. The percentage of the direct effect of service quality on attitudinal loyalty demonstrated a significant partial mediation of customer satisfaction. The results of this study provide important theoretical and managerial implications for researchers and practitioners of the smartphone industry not only in Hong Kong but also around the world.

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Section: Discussionsupporting

confidence: 93%

A Pilot Study of the Hong Kong Smartphone Market: How Service Quality Affects Repurchase Intention via Customer Satisfaction and Attitudinal Loyalty

Ng¹,

Li²,

Yeung³

2020

IJoBM

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“…This research supports Signaling Theory, which explains that the company will show the attributes/capabilities it has in this case of good service in order to improve the company's image and satisfaction in the eyes of customers. This study also supports previous research, which says service quality has a positive influence on customer loyalty [27], [42], [43].…”

Section: Discussionsupporting

confidence: 91%

Linking of Service Quality and Switching Costs with Turnover Intentions: The Mediating Role of Customer Loyalty

Zakiy¹,

Haryanto²

2021

Proceedings of the 4th International Conference on Sustainable Innovation 2020-Accounting and Management (ICoSIAMS 2020)

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The development of Sharia Banks in Indonesia was exceedingly rejoicing in the early years of the establishment of the first Sharia bank, Bank Mumalat Indonesia, in 1992. This development was followed by many conventional banks spinning off into Sharia Banks. However, lately, the development of Islamic Banks in Indonesia has been discouragement. This can be seen from the market share of Islamic banks that have relatively no increase from year to year. Seeing this condition, researchers are interested in conducting research on the loyalty and switching intention of Bank Muamalat Indonesia customers, who are the first and pioneer of Sharia Banks in Indonesia. The purpose of this study is to look at the effect of Bank Muamalat Indonesia's service quality and switching cost on customer intention switching with loyalty as a mediating variable that can explain this effect. This research was conducted on Bank Muamalat Indonesia customers with a total sample of 168 respondents taken through convenience sampling and using SEM AMOS as a data analysis tool. The results of this study indicate that service quality and switching costs have a positive effect on loyalty, and loyalty has a negative effect on switching intention. In addition, loyalty can also fully mediate the influence of service quality and switching costs on switching intentions

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“…In line with this, [70] also concluded that there is a direct relationship between perceived quality and customer loyalty in tourist destinations. Although the study by [33] only partially supported the relationship between perceived service and loyalty, [71] again confirmed the positive relationship between perceived quality and customer loyalty. We can therefore posit our seventh hypothesis: Hypothesis (H7): The quality of the service provided by a collaborative accommodation platform positively and directly influences the loyalty of its users.…”

Section: Hypothesis (H6)mentioning

confidence: 81%

Exploring Service Quality among Online Sharing Economy Platforms from an Online Media Perspective

et al. 2019

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The sharing economy has become a new socioeconomic activity that allows the co-creation, production, distribution and consumption of goods and services between individuals, driven by Web 2.0 and e-word of mouth. How these online platforms communicate their content is critical. This paper seeks to develop a scale for measuring the perceived quality of websites that offer information about sharing economy services focused on online peer-to-peer accommodation. The resulting model is validated by means of structural equations and is composed of four dimensions (efficiency; reliability, privacy/security; and communication). The influence that perceived quality exerts on satisfaction and loyalty is then explored from an online media perspective. A scale resulting from the combination of these two areas of knowledge (online media and e-service quality) may take advantage of the more beneficial features they have to offer and provide us with as balanced and convergent a model as possible. The results of the study show that all of the initial hypotheses are confirmed except one. Efficiency, reliability and privacy/security positively influence the perceived quality of a collaborative accommodation portal, whereas communication does not.

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How Shopping Mall Service Quality Affects Customer Loyalty Across Developing Countries: The Moderation of the Cultural Context

Cited by 41 publications

References 71 publications

A Pilot Study of the Hong Kong Smartphone Market: How Service Quality Affects Repurchase Intention via Customer Satisfaction and Attitudinal Loyalty

A Pilot Study of the Hong Kong Smartphone Market: How Service Quality Affects Repurchase Intention via Customer Satisfaction and Attitudinal Loyalty

Linking of Service Quality and Switching Costs with Turnover Intentions: The Mediating Role of Customer Loyalty

Exploring Service Quality among Online Sharing Economy Platforms from an Online Media Perspective

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