The impact of quality of services and satisfaction on customer loyalty: The moderate role of switching costs

Harazneh, Ibrahim; Adaileh, Mohammad J; Thbeitat, Ahmed; Afaneh, Saeda; Khanfar, Salim; Harasis, Ahmad Ali; Elrehail, Hamzah

doi:10.5267/j.msl.2019.12.034

Cited by 18 publications

(17 citation statements)

References 82 publications

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“…The growth in digital marketing advanced due to rapid improvements in technology and changing market dynamics. Accordingly, in the developed world, many companies have realized the importance of digital marketing (Mergel et al, 2019;Harazneh et al, 2020). For companies to be successful, they must integrate traditional online methods to better meet customer needs.…”

Section: Implication For Digital Marketingmentioning

confidence: 99%

Measuring digital transformation impact in Jordan: A proposed framework.

Adaileh¹,

Alshawawreh

2021

JIDM

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The digital transformation vision (REACH 2025) is essential for transformation and enabling individuals, sectors, and companies in Jordan to adopt digital solutions and build a robust ground in conducting business. The government in Jordan launched the REACH2025 Vision in 2016, and it has taken many serious measures to bring sectors, companies, and individuals to virtual digital by 2025. This government's vision consisted of seven dimensions (Smart Specialization and demand-driven innovation, Public Sector Innovation, Tech Start-ups and Entrepreneurs, ICT Skills, Capacity and Talent, Enabling Business Environment, Smart digital economy infrastructure, and Governance), and 18 actions to implement over ten years. The researchers used these dimensions to build a framework to measure the impact of government progress on enabling individuals, sectors, and companies, on productivity, and encouraging investment. The researchers used a sample of 196 respondents from various disciplines to figure out attitudes and evaluate government actions. The researchers also used responses to validate the proposed theoretical framework in the components of the digital economy. The results revealed positive attitudes towards the development and implementation, and excellent in some areas, while some measures need strengthening and re-evaluation. The study recommended employing the proposed framework to measure the actual impact of the digital transformation. The study also advises leading future research towards further empirical examination to validate the framework proposed.

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Section: Implication For Digital Marketingmentioning

confidence: 99%

Measuring digital transformation impact in Jordan: A proposed framework.

Adaileh¹,

Alshawawreh

2021

JIDM

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“…In short, customer loyalty will increase and improve customer relationship and customer experience as well. (Hapsari,13 Jan 2020) the author in this research focuses that customer engagement (customer relation) and trust has a direct and significant effect on customer loyalty. In other words, the author defines that service fairness and customer trust have played a significant role to effect customer loyalty in the telecommunication sector.…”

Section: Corporate Social Responsibility: Literature Reviewmentioning

confidence: 99%

The Effect of Unified Globalised Corporate Social Responsibility Strategy on Customer Loyalty

Singh

2021

SHS Web of Conf.

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Research Background: In this modern world, every person needs a specific medium of information in order to survive with the communication means which is effectively and easily answered by the means of telecommunication. In this fast and rapidly moving world, the telecommunication sector has become a main tool to share and communicate information from one end to another. It bridges the gap between people irrespective of cities, countries or continents. During such modern and fast paced telecommunication times, a well devised customer social responsibility is known as catalyst that can significantly elevate the business operations for any telecommunication organizations in this sector. In order to advance in this rapidly growing technical market every telecommunication company is trying to maintain strong relationships with the customers in order to provide better service quality and develop new market strategies. The author suggests that telecommunication service providers must work on customer social responsibility strategies and policies that immensely reflects a significant impact towards customer loyalty. Purpose of the article: To examine that how corporate social responsibility in lieu with service quality and customer satisfaction affects the customer loyalty in telecommunication sector. This article also highlights the customer behaviour towards CSR policies and what significance value added services have on the customer accordingly. Methods: The author used descriptive statistics employed to analyse survey. Based on the finding the author has prepared the analysis and result. Finding & Value added: Implementing the CSR practice that is corporate social responsibility and better customer service quality, a telecommunication company can increase customer loyalty.

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“…Which provides banks with valuable sources of information, as users of different applications are considered potential clients, that can reach through text messages about the related products. Agencies can facilitate reaching out to remote clients in rural areas without the need for the Internet or cell phones, those people may not have any digital hotspots, but they may have a specific data fingerprint (Huang & Rust, 2018;Harazneh et al, 2020). It may affect how targeting, ads, and products and services offered to them.…”

Section: Obtain Massive Amounts Of Big and High-quality Datamentioning

confidence: 99%

“…The integration of artificial intelligence with digital marketing regarding financial services leads to the provision of new and superior services and products that excee d customer expectations (Lacasse et al, 2016;Huang & Rust, 2018). On the other hand, the integration of artificial intelligence into digital marketing may lead to various unfavorable effects that hinder the achievement of the aspired benefits, such as bias and increased social and economic vulnerability (Harazneh et al, 2020;Huang & Rust, 2018;Kihn, 2016).…”

Section: Introductionmentioning

confidence: 99%

“…Furthermore, some bad events associated with the COVID-19 pandemic have experienced, such as lack of flexibility to withstand this shock plus weakness and inability to buy financial matters offered by banks. One of the most common reasons for slipping away from financial dealings with banks is weakness, as the possibilities of defaults on bills or credit card payments are great, so banks forced to exclude these customers from obtaining financial services such as loans (Harazneh et al, 2020). In turn, this leads to the absence of a digital presence for those clients and their continued exclusion.…”

Section: Introductionmentioning

confidence: 99%

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A framework for integration of artificial intelligence into digital marketing in Jordanian commercial banks.

Aladayleh

2020

JIDM

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This paper investigates the relationship between artificial intelligence (AI), and digital marketing in the Jordanian banking sector. It outlines the main implications of information gathering, data modelling, and processing & delivery, as well, the importance of human communication and ethical implications. Banks need a coherent foundation when employing AI. This paper provides a theoretical background for AI developers, policymakers and marketers in the banking sector, and academics. Despite the extensive employment of artificial intelligence in numerous global and local businesses, few studies addressed the use of AI in the Jordanian banking sector. As well, AI has rapidly changed digital marketing practices, particularly in the light of the Coronavirus (COVID_19) pandemic. Banks in Jordan are oblivious to the challenges they face when integrating AI into their digital marketing services. This paper derives a general framework for integrating AI techniques into digital marketing practices in Jordanian banks. Recommendations designed to assist banks in targeting their clients more efficiently also presented in this paper.

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The impact of quality of services and satisfaction on customer loyalty: The moderate role of switching costs

Cited by 18 publications

References 82 publications

Measuring digital transformation impact in Jordan: A proposed framework.

Measuring digital transformation impact in Jordan: A proposed framework.

The Effect of Unified Globalised Corporate Social Responsibility Strategy on Customer Loyalty

A framework for integration of artificial intelligence into digital marketing in Jordanian commercial banks.

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