The impact of product performance on brand loyalty mediated by customer satisfaction: Study in Sudanese service industry

Mohammed, Ghada Obeid; Hasaballah, Abdel Hafiez Ali; Almohaimmeed, Bader; Al-Tit, Ahmad Adnan

doi:10.21833/ijaas.2017.01.017

Cited by 7 publications

(7 citation statements)

References 25 publications

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“…Koetz on the characteristics of the quality of products or services but also on other factors related to the physical and moral aspects of the customers. A number of studies have shown that customer experience has an impact on customer satisfaction and loyalty (Barnes et al, 2014;Liu & Jang, 2009;Nysveen et al, 2013, Mohammed et al, 2017, customer engagement (Prentice et al, 2019), customer commitment (Iglesias et al, 2019), and electronic word of mouth (Jeong & Jang, 2011). The problem that the current study addresses is that the impact of the customer experience on achieving positive customer outcomes is still widely unknown in Arabic restaurants; even when the impact is known, few are aware of it.…”

Section: Introductionmentioning

confidence: 98%

The Impacts of Brand Experiences on Customer Satisfaction and Electronic Word of Mouth

Almohaimmeed

2020

Business: Theory and Practice

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The problem addressed in this study is that the impact of the customer experience on the achievement of positive customer outcomes is still unknown in Arabic restaurants. Hence, the aim of this study is to explore the effect of brand experience, as measured through sensory, emotional, behavioural, and intellectual brand experience, on customer satisfaction and customer electronic word of mouth (eWOM) as well as the effect of customer satisfaction on eWOM. Data were collected using an electronic questionnaire consisting of 18 items distributed to a convenience sample of Facebook users. A total of 311 valid responses were collected. The participants were asked to evaluate their satisfaction and eWOM based on 6 items and their brand experience based on 12 items. Using IBM SPSS AMOS, the study revealed that three dimensions of brand experience (sensory, emotional, and behavioural) were significantly related to customer satisfaction and eWOM. Intellectual brand experience, according to the results of the current study, had no significant effect on customer satisfaction or eWOM. This conclusion is highlighted at the end of the paper along with its implications and recommendations. The contribution of this study stems from the fact that it alerts organizations to the factors influencing customer behaviour that ultimately lead to positive outcomes.

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Section: Introductionmentioning

confidence: 98%

The Impacts of Brand Experiences on Customer Satisfaction and Electronic Word of Mouth

Almohaimmeed

2020

Business: Theory and Practice

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“…A research study was carried by Mohammed et al (2017) in mobile phone organisations to investigate the mediating role of customer satisfaction through analysis of 240 respondents. According to their study, customer’s loyalty with the company increases when the companies improve their product performance to satisfy their customers.…”

Section: Literature Reviewmentioning

confidence: 99%

Relationship between brand innovativeness and customer satisfaction: a moderated mediation model from Generation M perspective

Naz

Haq

Iqbal

et al. 2023

JIMA

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Purpose This paper aims to examine the impact of innovativeness on customer satisfaction through mediation of perceived quality and also examines the effect of consumer involvement and communication strategy as moderating variables to validate relationship between innovativeness and perceived quality from the perspective of Generation M. Design/methodology/approach Cluster sampling method is used and data is collected from 451 graduates studying in different universities of Sahiwal division to know their perception regarding mobile phones brands. Structural equation modelling technique is used, and all analyses are performed using SPSS 23.0 and SmartPLS 2.0 to know the findings of the study. Findings This study finds positive significant nexus between innovativeness-satisfaction, innovativeness-perceived quality and perceived quality-customer satisfaction at brand level. This study also finds that perceived quality is a significant mediator between brand innovativeness and customer satisfaction. However, moderating variables do not help to boost the relationship among brand innovativeness and perceived quality to transmit their impact on customer satisfaction. Practical implications This study may help to understand the preferences of different generations. Findings of the study can also benefit the firms in investment decisions, brand management and formulation of innovative strategies for future. Originality/value To the best of the authors’ knowledge, this work is one of the first studies to investigate the integrated model of BI-CS through mediating and moderating variables to know the perception of Generation M regarding smartphone brands in developing economies like Pakistan.

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“…The special importance of customer satisfaction lies in that it influences future and repeat purchase by word-ofmouth communication and complaint behavior. Recently, the importance of customer satisfaction has been well recognized across different business sectors, such as airport industry (Moosaei and Safaei, 2016), telecommunications (Mohammed et al, 2017), insurance (Salahat and Majid, 2016), higher education (Monsef, 2015), bank (Ameli and Bagheri, 2016), etc. That keeping existing customers is far less costly to winning new ones has been widely understood in the modern business environment.…”

Section: Customer Satisfactionmentioning

confidence: 99%

Determinants in choosing a favorite drink of Vietnamese consumers

Nguyen¹

2019

Int. j. adv. appl. sci.

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Due to the severe competition on the market nowadays, business organizations are paying more and more attention to get to know what factors affect the buying-decisions of their customers and their expectations to serve them better. A similar problem also exists in the beer industry. Therefore, this paper aims at identifying the determinants in choosing a favorite beer of Vietnamese consumers so that relevant companies can have proper strategies to improve their performance for better competitive advantage. By using exploratory factor analysis for data collected from official survey of 2,318 customers, we suggest beer companies pay special attention to 4 key perspectives, including: (1) improving beer quality, (2) developing their brand and distribution channel, (3) paying attention to the information provided through their advertisements, informative labeling, easy usage and storage; and (4) providing presentable packaging, promotions, and prices. These are found as the basic requirements affecting the decisions of Vietnamese consumers in choosing their favorite beer. Some managerial implications proposed in this study should be seriously considered and implemented in operational practice.

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The impact of product performance on brand loyalty mediated by customer satisfaction: Study in Sudanese service industry

Cited by 7 publications

References 25 publications

The Impacts of Brand Experiences on Customer Satisfaction and Electronic Word of Mouth

The Impacts of Brand Experiences on Customer Satisfaction and Electronic Word of Mouth

Relationship between brand innovativeness and customer satisfaction: a moderated mediation model from Generation M perspective

Determinants in choosing a favorite drink of Vietnamese consumers

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