The Effect of Customer Value, Customer Satisfaction, and Switching Costs on Customer Loyalty: An Empirical Study of Hypermarkets in Taiwan

Tsai, Ming‐Tien; Tsai, Chung-Lin; Chang, Han-Chao

doi:10.2224/sbp.2010.38.6.729

Cited by 66 publications

(74 citation statements)

References 27 publications

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“…Hal ini berbeda dengan penelitian yang dilakukan oleh Lam et al (2004) yang membuktikan bahwa switching costs meningkatkan intensitas hubungan antara kepuasan konsumen dengan loyalitas. Temuan ini diperkuat oleh Tsai et al (2010). Secara lebih spesifik, Aydin and Ozer (2006) meneliti keterkaitan antara kepuasan konsumen, kepercayaan, switching costs, dan loyalitas.…”

Section: Kepuasan Konsumenunclassified

“…Terbuktinya kedua hipotesis tersebut menggambarkan bahwa kepuasan dan kepercayaan responden tidak hanya meningkatkan loyalitas mereka terhadap penyedia layanan tetapi juga meningkatkan hambatan mereka untuk pindah ke penyedia layanan lain. Lebih jauh penelitian ini menunjukkan bahwa Switching Costs berperan sebagai mediator dari pengaruh Kepuasan -Loyalitas, bukan moderator seperti yang dikemukakan oleh Burnham et al (2003), Lam et al (2004), dan Tsai et al (2010). Hal yang senada juga terjadi pada pengaruh Kepercayaan -Loyalitas, dimana Switching Costs b erperan sebagai mediator bukan moderator (Patterson and Sharma, 2000;Sharma, 2003;Aydin et al, 2005).…”

Section: Kepuasan Konsumenunclassified

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Pengaruh Kepuasan dan Kepercayaan Konsumen terhadap Loyalitas: Studi Tentang Peran Mediasi Switching Costs

Ishak¹,

Luthfi²

2011

jsb

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This study is aimed to investigate the role of Switching Costs in mediating the influences of Consumer Satisfaction and Trust on Consumer Loyalty by using Celular phone provider. 120 respondents were selected as sample using convinience sampling method. Structural Equation Modeling (SEM) has been used to examine the hypotheses of this research. Findings indicate that all of the hypotheses are supported. In other words, Consumer Satisfaction and Trust influence the Consumer Loyalty both directly and indirectly through Swithcing Costs. These results are consistent with previous findings, and the same time, however, they reveal that Switching Costs does not fully mediate the influence of Consumer Satisfaction and Trust on Consumer Loyalty. PENDAHULUANPerkembangan dunia telekomunikasi seluler saat ini sangatlah pesat di Indonesia, hal ini dapat dilihat dari banyaknya pengguna layanan seluler di Indonesia, paling tidak di tahun 2009 saja pelanggan kartu seluler di Indonesia mencapai 117 juta dan jumlah operator seluler yang ada di Indonesia kini sudah mencapai 10 operator, dimana masing-masing operator seluler tersebut bersaing secara bebas dalam pasar untuk mendapatkan pelanggan sebanyakbanyaknya. Dalam hal ini bukan saja berbicara bagaimana strategi memasuki pasar dan memperoleh pelanggan, tetapi hal yang juga penting adalah bagaimana mempertahankan

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Section: Kepuasan Konsumenunclassified

Pengaruh Kepuasan dan Kepercayaan Konsumen terhadap Loyalitas: Studi Tentang Peran Mediasi Switching Costs

Ishak¹,

Luthfi²

2011

jsb

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“…In this context, both practitioners and researchers have searched for the most important antecedents of customer loyalty. Many studies in the relationship marketing literature have demonstrated that customer satisfaction is one of the most popular determinants of customer loyalty (Flint, Blocker, & Boutin, 2011;Mittal & Kamakura, 2001;Tsai, Tsai, & Chang, 2010). Although there is a consensus among researchers that satisfaction can be a basis for achieving loyalty, researchers also agree that the satisfaction-loyalty relationship should have more ingredients.…”

Section: Introductionmentioning

confidence: 99%

The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

Ngo¹,

Nguyen²

2016

JOC

124

113

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This study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Increasingly intense competitiveness and fundamental changes in the business environment nowadays are forcing firms to implement a customer-focused strategy which raises the importance of customer-related constructs such as customer satisfaction, service quality, and customer loyalty in explaining a firm's performance. In particular, they are essential for competitiveness in industries where the exchanges are complex and customers are closely involved in the decision-making process, such as the banking industry. In this study, first, a research model about the interrelationships between service quality, customer satisfaction, and customer loyalty is suggested. Then a survey is conducted with retail banking customers about these constructs, which results in 261 valid respondents. The hypotheses are then proposed and tested using confirmatory factor analysis (CFA) and the structural equation modelling technique (SME). The analysis reveals that service quality and customer satisfaction are important antecedents of customer loyalty and customer satisfaction mediates the effects of service quality on customer loyalty. These findings suggest that there are non-linear relationships between three constructs and emphasize the need to treat customer loyalty management as a process which includes plenty of factors interacting with each other.

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“…It makes fitness center aggressively try to get the loyalty from customer.In order to strengthen the competitiveness of the company, the central idea of the marketing is developing and maintaining long lasting relationships with customers (Nguyen etal., 2013). Many other studies denote that customers loyalty will generatedif customer's needs fulfilled (Mittal & Kamakura, 2001) and obtain the superior values from what they spend (Tsai et al,2010).…”

Section: Introductionmentioning

confidence: 99%

Factors Affecting Customer Loyalty of Fitness Centers: An Empirical Study

Suwono

Sihombing

2016

JDM

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Awareness of healthy lifestyle in society is increasing day by day. Therefore, the fitness centers more motivated to focus on these business opportunities. Hence, it is important for companies to understand how to satisfy consumers to obtain consumer loyalty. Main variables were applied to predict customer loyalties areswitching cost, customer value, physical environment, and customer satisfaction. Data was collected through questionnaires distribution to students at private university in Tangerang. Data then was analyzed to by applying multipleregressionswith SPSS software. The results showed that there are three hypotheses are supported. The hypothesis is the relationship between switching cost and customer value, the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer loyalty. There is a hypothesis that is not supported, namely the relationship between the physical environment and customer satisfaction. This study also provides a discussion and offers direction for further research. Info Article FAKTOR YANG MEMPENGARUHI LOYALITAS NASABAH PUSAT FITNESS: STUDI EMPIRIS Abstrak

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The Effect of Customer Value, Customer Satisfaction, and Switching Costs on Customer Loyalty: An Empirical Study of Hypermarkets in Taiwan

Cited by 66 publications

References 27 publications

Pengaruh Kepuasan dan Kepercayaan Konsumen terhadap Loyalitas: Studi Tentang Peran Mediasi Switching Costs

Pengaruh Kepuasan dan Kepercayaan Konsumen terhadap Loyalitas: Studi Tentang Peran Mediasi Switching Costs

The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

Factors Affecting Customer Loyalty of Fitness Centers: An Empirical Study

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