The Antecedents of Customer Loyalty

Noyan, Fatma; Şimşek, Gülhayat Gölbaşı

doi:10.1016/j.sbspro.2013.12.615

Cited by 29 publications

(17 citation statements)

References 7 publications

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“…Customer loyalty is defined as the interaction between the customer's relative behavior towards the brand or company, and their repeat buying behavior towards the brand or company. Customer loyalty is measured using parameters such as the customer's wish and intentions to buy in the future and their chosen behavior (Noyan, 2014).…”

Section: Discussionmentioning

confidence: 99%

The Influence of Satisfaction on Service Quality and Trust in Products on Loyalty of Bank Rakyat Indonesia Credit Cards Users in Padang Panjang

Azwar¹,

Evanita²,

Abror³

2019

Proceedings of the Third Padang International Conference on Economics Education, Economics, Business and Management, Accounting

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This study aims to explain the influence of satisfaction on service quality towards trust in products and customer loyalty of Bank Rakyat Indonesia credit card users in Padang Panjang City and the extent to which trust in products has an effect on customer loyalty of Bank Rakyat Indonesia credit card users in Padang Panjang city. The sample of this study was users of Bank Rakyat Indonesia credit card in Padang Panjang city with a total sample of 192 respondents. The analysis technique used in this study is SEM analysis. The results of the study show that: (1) satisfaction on service quality has a positive and significant effect on trust in the product; (2) satisfaction on service quality and trust in products has a positive and significant effect on the loyalty of Bank Rakyat Indonesia credit card users in

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Section: Discussionmentioning

confidence: 99%

The Influence of Satisfaction on Service Quality and Trust in Products on Loyalty of Bank Rakyat Indonesia Credit Cards Users in Padang Panjang

Azwar¹,

Evanita²,

Abror³

2019

Proceedings of the Third Padang International Conference on Economics Education, Economics, Business and Management, Accounting

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“…El comportamiento del cliente, es una secuencia de actividades impulsadas por el comprador intrínsecamente de acuerdo con su decisión. La lealtad del cliente, se compone de: la intención de seguir comprando, la intención de aumentar las compras y la intención de recomendar la tienda, dependen de las percepciones comparativas de precios, descuento, calidad, servicio, valor y satisfacción (Noyan & Şimşek, 2014;Uetsuji, Yanagimoto, & Yoshioka, 2015).…”

Section: • Intención De Compraunclassified

Estrategia competitiva en el sector Construcción: Uso de fibras de Cáñamo

Hernández¹,

Martinez-Montaña²,

Junco³

2021

RVG

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Las construcciones de tipo civil contribuyen al crecimiento económico de un país, razón por la cual la utilización de materiales de refuerzo como las fibras van en aumento en proyectos de construcción. De ahí que el objetivo de esta investigación fue evaluar las percepciones frente al uso de fibras naturales (cáñamo) y a las fibras sintéticas (vidrio), en empresas dedicadas a la construcción en el departamento de Boyacá, como un estrategia organizacional de competitividad. Se utilizó el método de escalamiento multidimensional no métrico y el procedimiento de escala de mínimos cuadrados alternos, donde los consumidores potenciales hicieron juicios de similitud, con 9 atributos ordenando las respuestas en tres grupos, que dieron como resultado 5 iteraciones para llegar a un Stress de 0,09688 indicando un buen ajuste. Se concluye que la asociación de los factores técnico, estratégico y psicológico; influyen en la decisión de compra, los parámetros ambientales no son considerados como relevantes; mientras el precio y durabilidad afectan el comportamiento del consumidor. Finalmente los aspectos legales en Colombia, determinan la viabilidad económica y técnica para este sector en la actualidad.

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“…Loyalty has serve a recurring construct in the behavioral study. therefore, it attracts many academic dissemination [13], [14], [15]. Prior research mainly focused on conceptualization of dimensions.…”

Section: Customer Loyaltymentioning

confidence: 99%

Impact of Customer Orientation and Quality of Service on Trust and Customer Loyalty

Windarti¹,

Alhadi²,

Zahara³

et al. 2020

Proceedings of the 3rd Forum in Research, Science, and Technology (FIRST 2019)

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Improving the quality of the interrelation among banks and customers can encourage customer loyalty. The study aims to explore the relationship between customer orientation, service quality, customer trust and loyalty. This study used causality research which explained the causal relationship between research variables. The questionnaire was distributed to respondents who were customers in Palembang with a purposive sampling method. Data analysis was carried out by testing the construct validity and reliability. Path analysis using SPSS version 22.00 is used as a data analysis tool. The research findings explain that orientation of customer is significantly and positively related to trust. Quality of service is significantly and positively related to trust. Then, trust is significantly and positively related to loyalty. The results of this study could be a reference for bank managers to remain committed to providing services to customers.

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The Antecedents of Customer Loyalty

Cited by 29 publications

References 7 publications

The Influence of Satisfaction on Service Quality and Trust in Products on Loyalty of Bank Rakyat Indonesia Credit Cards Users in Padang Panjang

The Influence of Satisfaction on Service Quality and Trust in Products on Loyalty of Bank Rakyat Indonesia Credit Cards Users in Padang Panjang

Estrategia competitiva en el sector Construcción: Uso de fibras de Cáñamo

Impact of Customer Orientation and Quality of Service on Trust and Customer Loyalty

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