Is Loyalty Still the Same? An Investigation of the Antecedents of Loyalty

Sousa, Eduardo Mesquita de; Lopes, Evandro Luiz; Herrero, Eliane; Varotto, Luís Fernando

doi:10.18488/journal.62.2020.73.174.191

Cited by 5 publications

(1 citation statement)

References 25 publications

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“…Customer retention is critical to business success (Mesquita et al, 2020). However, customer retention may perform at different layers, each dedicated to a specific loyal audience, from the micro to the macro level of social interactions (Connor, 2007).…”

Section: Retentionmentioning

confidence: 99%

A shared‐transportation mobile app continuance model: The moderating effects of brand awareness

Park

2022

J of Consumer Behaviour

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In light of the increasing development of technological innovation and information and communication technologies, features of mobile apps functions are also increasingly developed to meet people's needs and wants. Amongst the variety, shared transportation apps (STA) have emerged to optimize people's daily transportation needs. This study modified the expectation‐confirmation theory and the post‐acceptance model of information system continuance to examine the effects of customers' perceived STA performance (service performance, content provision, and system performance) and benefits (function, money worthiness, pleasure, and social interaction) on customer satisfaction with the usage of STA, which is expected to have a positive effect on customer retention on STA in a new theoretical framework, called the performance‐benefit of the STA continuance model (PBCM). Moreover, brand awareness was expected to be an essential moderator on the effect of perceived performance and perceived benefits on customer satisfaction. 397 respondents were recruited online through a convenient sampling technique in the Vietnam market. Results show that service performance, money worthiness, pleasure, and social interaction are four important determinants of customer satisfaction with STA. Moreover, brand awareness significantly moderates the effects of service performance, system performance, money worthiness, and social interaction on customer satisfaction. Findings also contribute rational strategies for e‐commerce managers in general and STA managers in particular.

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Section: Retentionmentioning

confidence: 99%

A shared‐transportation mobile app continuance model: The moderating effects of brand awareness

Park

2022

J of Consumer Behaviour

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Service quality and store design in retail competitiveness

Faria

Carvalho

Vale

2022

IJRDM

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PurposeThis paper aims to analyse the importance of service quality and store design as critical variables to promote differentiation and make consumers feel satisfied and committed to a retail brand. Retailers usually undervalue the store design as an element of the strategic mix. However, it may be one of the critical elements to increase retailers’ competitive advantages.Design/methodology/approachThis exploratory study was based on 349 valid responses to a questionnaire online through a snowball sampling approach analysed with structural equation modelling.FindingsThe results confirmed that customers’ service quality positively impacts their satisfaction and commitment to the retail brands. However, store design moderates the relationship between customer satisfaction and commitment. The consumers with a higher appreciation for store design presented a lower impact of satisfaction on their commitment to the retail brand. This result shows that a significant part of their satisfaction includes store design appreciation.Research limitations/implicationsThis exploratory study was restricted to the Portuguese market, and the sample resulted from a convenience snowball approach.Practical implicationsThe retailers should consider store design as an essential variable in their marketing plans to have satisfied and committed customers and be more competitive.Originality/valueResearch on consumers’ behaviour in the retail sector, including the assessment of store design, presents a great potential within the framework of consumer–brand relationship theory, but it is still under-researched. The new model presented highlights the role of store design as a moderator variable.

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The power of trust: How does consumer trust impact satisfaction and loyalty in Indonesian digital business?

Kurniadi,

Ali Saeed Rana

2023

Innovative Marketing

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The study aims to explore how consumer satisfaction influences consumer trust and, ultimately, builds strong consumer loyalty in the dynamic world of Indonesian e-commerce. The relevance of this study is determined by how e-commerce businesses can improve customer loyalty by enhancing consumer trust and satisfaction. The study used a quantitative research design and surveyed 230 consumers from Jakarta, Indonesia. The data analysis involved utilizing validation and descriptive statistics in MS Excel and inferential statistics through SmartPLS to draw meaningful conclusions. The results showed a positive, significant, and direct relationship between consumer satisfaction and consumer loyalty. The R2 for consumer loyalty indicates that consumer satisfaction and consumer trust explain 56.6% of the variances in consumer loyalty, whereas consumer satisfaction explains 37.4% of the variances in consumer trust. Furthermore, the findings showed that this relationship is strengthened when consumer trust is included as a mediator, demonstrating a complementary partial mediation indicating that trust enhances consumer loyalty. Thus, the study concludes that consumers are more likely to feel loyal to e-commerce websites when their satisfaction is combined with trust. It provides considerable insights into the determinants of consumer loyalty and emphasizes the importance of establishing trust in e-commerce websites as a critical strategy to enhance customer loyalty. This paper also contributes to the broader literature on consumer behavior and loyalty in the context of digital business, providing new insights and perspectives that can help shape future research in this area.

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Is Loyalty Still the Same? An Investigation of the Antecedents of Loyalty

Cited by 5 publications

References 25 publications

A shared‐transportation mobile app continuance model: The moderating effects of brand awareness

A shared‐transportation mobile app continuance model: The moderating effects of brand awareness

Service quality and store design in retail competitiveness

The power of trust: How does consumer trust impact satisfaction and loyalty in Indonesian digital business?

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