Loyalty intentions as an outcome of customer delight in a services environment - a South African perspective

Roberts-Lombard, Mornay; Makola, Lebogang; Nkosi, T.J.; Mabhena, Sizakele

doi:10.31920/1750-4562/2020/v15n4a4

Cited by 2 publications

(2 citation statements)

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“…The discussion of the results is based on a presentation format adapted from the works of various authors to secure clarity of presentation. This format provides a general overview of the results in an easy to read and understand manner (Jaiyeoba, Chimbise & Roberts-Lombard 2018;Roberts-Lombard & Du Plessisi 2012;Roberts-Lombard et al 2020).…”

Section: Resultsmentioning

confidence: 99%

Investigating the antecedents and outcome of commitment in a business-to-consumer service environment

Roberts-Lombard

Nemadzhilili²,

Coelho³

et al. 2022

Acta commer.

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Orientation: Over the past two decades, a new school of thought has emerged that requires investigation into the multidimensional nature of commitment on loyalty.Research purpose: The study explores the extent to which the affective and calculative commitment of retail banking customers is influenced by selected antecedents, on the one hand, and its influence on loyalty on the other.Motivation for the study: Greater knowledge of the factors that influence the affective and calculative commitment of bank customers becomes important to enhance their loyalty in the competitive banking industry of South Africa.Research design, approach and method: The collection of data was secured from 400 retail bank customers through self-administered questionnaires and analysed using descriptive statistics and standard multiple regression.Main findings: Perceived value, customer orientation, and expertise have a significant and positive influence on affective commitment and calculative commitment. Furthermore, affective commitment has a positive and significant influence on calculative commitment, while both affective and calculative commitment have a positive and significant influence on customer loyalty.Practical/managerial implications: The study guides South African retail banks in developing an improved understanding of the importance of commitment (affective and calculative) as a precursor to loyalty in an emerging African market context. Moreover, it emphasises the importance of selected commitment stimuli that influence the future strengthening of the commitment-loyalty link.Contribution/value-add: Through the application of a relationship marketing and social exchange theoretical framework, selected commitment (affective and calculative) stimuli are investigated to uncover their influence on strengthening the commitment-loyalty link.

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Section: Resultsmentioning

confidence: 99%

Investigating the antecedents and outcome of commitment in a business-to-consumer service environment

Roberts-Lombard

Nemadzhilili²,

Coelho³

et al. 2022

Acta commer.

Self Cite

View full text Add to dashboard Cite

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“…In the cell phone industry, consumer delights and loyalty come from perceived service providers and product value. Service provider skills that influence consumers' perceived value and loyalty need to be improved (Roberts-Lombard et al, 2020). Perceived customer service skills, product value, and product trust significantly impact consumer satisfaction and delight.…”

Section: Consumer Perceived Valuementioning

confidence: 99%

Consumers’ Attitude Towards Useability of Cashless Transactions in the Thai Nakhon Ratchasima Province : A Structural Equation Modeling Approach

Suvittawat

2023

ecrm

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The rapid adoption of new financial technology affects consumers’ attitudes toward cashless transactions and helps entrepreneurs understand how consumers’ behavioral changes are significant. This research investigates the variables that influence consumers’ attitudes toward cashless transactions. The questionnaire was a research tool, and the sampling method was a non-probability sampling technique. Two hundred participants with experience and knowledge about cashless transactions were considered the research sample. The questionnaires were used face-to-face, and the researchers explained the unclear questions until they were clear to the participants. The research data analysis included descriptive and inferential statistics, which were imposed using structural equation modeling (SEM). Based on the research findings, consumers’ perceived risk has a significant and positive relationship with consumers’ lifestyles, as consumers are aware of the information leaking and data disclosure, which affects consumers’ activities and interests. Consumer purchasing behavior in the clothing industry is rapidly changing as new technology for purchasing support has changed. Consumers’ attitudes towards sustainability have a significant impact on their purchasing intentions. Consumers’ perceived value is fundamental to their product performance. Consumers are willing to pay for the best product value, such as price differentiation, ease of use, and transaction costs. Consumers’ lifestyles directly influence their attitudes, as they are more interested in new financial transaction tools. Furthermore, consumers’ lifestyle is a mediator variable between consumers’ perceived risk and attitude, and consumers’ perceived value is a mediator variable between consumers’ perceived risk and attitudes. Based on the research findings, the suggestions that consumers’ attitude towards the usability of cashless transactions is very positive, then entrepreneurs will adapt to cashless transactions for business operations. This is the value creation of a cashless society and business operations.

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Loyalty intentions as an outcome of customer delight in a services environment - a South African perspective

Cited by 2 publications

References 0 publications

Investigating the antecedents and outcome of commitment in a business-to-consumer service environment

Investigating the antecedents and outcome of commitment in a business-to-consumer service environment

Consumers’ Attitude Towards Useability of Cashless Transactions in the Thai Nakhon Ratchasima Province : A Structural Equation Modeling Approach

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