The Effect of Corporate Image in the Formation of Customer Loyalty

Andreassen, Tor W.; Lindestad, Bodil

doi:10.1177/109467059800100107

Cited by 274 publications

(213 citation statements)

References 30 publications

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“…(2000) report that corporate image is a main driver of customer satisfaction and loyalty in retail banking. Andreassen and Lindestad (1998) do not support the hypothesized direct impact of corporate image (interpreted synonymously to reputation) on loyalty, and also the study results discussed by Bloemer and de Ruyter (1998) initially do not support the hypothesized direct impact of corporate image on bank customers ' satisfaction and loyalty but show that this effect is mediated by perceived quality. The authors also point out that -as an input for customer evaluations -image perceptions should precede satisfaction and loyalty.…”

Section: The Loyalty Of Individual Investorscontrasting

confidence: 57%

The Role of Corporate Reputation in Determining Investor Satisfaction and Loyalty

Helm

2007

Corp Reputation Rev

205

130

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Section: The Loyalty Of Individual Investorscontrasting

confidence: 57%

The Role of Corporate Reputation in Determining Investor Satisfaction and Loyalty

Helm

2007

Corp Reputation Rev

205

130

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“…He describes voice (in contrast to exit) an option for customers receiving poor quality of service toexert pressure on public service providers to improve their performance. Andreassen and Lindestad (1998) state that people might be loyal to a company for three reasons: high switching barriers, lack of alternatives or customer satisfaction. In Hirschman's model loyalty is ambiguous.…”

Section: Theory Of Exit Voice and Loyaltymentioning

confidence: 99%

Users’ Satisfaction of Public Utility Services – Multivariate System Analysis

Sreedharan¹,

Poornima²,

Nair³

et al. 2017

Int. conf. adv. bus. manag. law

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This research develops a multivariate system framework for assessing user satisfaction of public water utility organization in a developing country and predicts quality, quantity and overall user satisfaction for policy initiatives. The model framework is applied to the data collected by Public Affairs Centre (PAC) based on the Citizen Report Card approach pioneered by it. Wald test confirms that there exits cross equation correlation across quality, quantity and overall users' satisfaction dimensions. Based on the system model, the study identifies statistically significant factors that explain users' loyalty to express satisfaction and voice to express dissatisfaction of users. Policy initiatives are proposed on key factors to reduce voice factors set so that the service provider could improve its service delivery. The system model correctly predicts 85% of satisfied customers across quality, quantity and overall satisfaction dimensions.

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“…In 1989 the Swedish Customer Satisfaction Barometer (SCSB), was developed for assessing the service of domestically purchased and consumed products and services (Fornell, 1992); 1994 saw the advent of the American Customer Satisfaction Index (ACSI) (Fornell et al 1996), while two years later, in 1996 the Norwegian Customer Satisfaction Barometer, the NCSB, was created: (Andreassen, Lindestad 1998); in 2000 the European Customer Satisfaction Index, the ECSI, was developed (Eklof 2000).…”

Section: Measuring Customer Satisfaction: a Brief Reviewmentioning

confidence: 99%

An Experimental Customer Satisfaction Index to Evaluate the Performance of City Logistics Services

2016

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Freight transport in urban areas entails benefits (i.e. free access to goods when needed), but also negative externalities (environmental, social and transportation impacts). In response to these problems, the concept of city logistics emerged, for the purpose of planning, organizing, coordinating and controlling physical and information flows in order to find a compromise between efficient freight distribution in urban areas and protection of the environment. A typical city logistics initiative is the Urban Freight Consolidation Centre (UFCC), the benefits of which are significant. Its financial issues though represent a huge problem for public administrations. However, a large customer network, comprising retailers participating in the initiative, could make the UFCC a self-financing scheme. The key to expanding the scheme is closely linked with marketing campaigns and customer care. Therefore, customer care analysis represents an important tool in developing UFCC schemes. In this paper, a new Customer Satisfaction Index (CSI) is proposed for evaluating UFCC service quality. The new index, named CSImod, is a modified version of the traditional CSI, but places greater emphasis on customer dissatisfaction, so as to analyse the most critical areas of the service with a view to improving them. The index has been tested using experimental data collected within the CIVITAS RENAISSANCE Project, in which the Bristol and Bath Freight Consolidation Centre (BBFCC) scheme was evaluated. The evaluation was done from a user perspective, i.e. the participating retailers. The CSImod places more importance on the most dissatisfied customers making it possible to understand why they are dissatisfied and with what. Thus, it is possible to intervene with the aim of improving those areas of the service that are perceived as the worst. In spite of the high level of satisfaction with the overall service provided by the BBFCC, thanks to the CSImod the analysis pointed out that some retailers are dissatisfied with the delivery time arrangements and also with deliveries that were getting wet, issues about which the BBFCC manager was totally unaware. The CSImod could be used by UFCC operators to extend the network of the retailers involved and could therefore provide an implicit solution for making the scheme self-financing.

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The Effect of Corporate Image in the Formation of Customer Loyalty

Cited by 274 publications

References 30 publications

The Role of Corporate Reputation in Determining Investor Satisfaction and Loyalty

The Role of Corporate Reputation in Determining Investor Satisfaction and Loyalty

Users’ Satisfaction of Public Utility Services – Multivariate System Analysis

An Experimental Customer Satisfaction Index to Evaluate the Performance of City Logistics Services

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