The Influence of Store Versus Service Satisfaction on Retail Customer Loyalty: An Abstract

Powers, Thomas L.; Choi, Seongwon; Jack, Eric P.

doi:10.1007/978-3-319-68750-6_28

Cited by 2 publications

(4 citation statements)

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“…To measure the performance services offered by the card provider as a whole for the use of the card provider's services (Powers et al, 2018a) Service Attributes To measure service attributes influencing customer decisions and preferences, as well as understanding communication company internet service attributes, the types of services available that are purchased by customers and what price they are willing to pay for the card provider's products. (Powers et al, 2018a) Price value to measure the value of the price that represents the role of price in the formation of consumer value. Customers who emphasise price value may exhibit shopping behaviour that seeks the best economic value for the provider.…”

Section: Service Qualitymentioning

confidence: 99%

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Maintaining sustainable use of the Indonesian telecommunications provider

Sujono,

Wibowo,

Maula

et al. 2024

Indonesian Journal of Communications Studies

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This research investigates customer behaviour in the Indonesian telecommunications sector using Structural Equation Modelling with Partial Least Squares (SEM-PLS) analysis. Surveying 101 respondents, the study explores the relationships between service quality, service attributes, pricing, satisfaction, and customer intentions to reuse telecom products. Key insights include the significant influence of competitive pricing (price value) on customer retention (continuance to use). Interestingly, customer satisfaction doesn't directly impact the continuance of use, suggesting other factors like network quality might be more pivotal. However, customer satisfaction enhances price value, emphasising its role in perceived service value. Additionally, service quality is a significant determinant of customer satisfaction, and service attributes play a crucial role in shaping perceived value and satisfaction levels. Overall, this research offers valuable insights and strategic recommendations for telecom companies in the Indonesian market, emphasising pricing, service quality, and network attributes as key drivers of customer behaviour.

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Section: Service Qualitymentioning

confidence: 99%

“…Customers who emphasise price value may exhibit shopping behaviour that seeks the best economic value for the provider. (Powers et al, 2018a) Customer Satisfaction…”

Section: Service Qualitymentioning

confidence: 99%

Maintaining sustainable use of the Indonesian telecommunications provider

Sujono,

Wibowo,

Maula

et al. 2024

Indonesian Journal of Communications Studies

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“…The study is, therefore, to examine the various sales promotion techniques in inducing the desired sales response. Powers et al (2017) identified five types of sales promotions which include the following: Bonus pack (BN), Coupons (CP), Samples, Rebates (RB), and price discount (PD). Each of the sales promotion tools was measures with the various customer buying behaviour components namely: brand switching, purchase acceleration, product trial, and brand loyal.…”

Section: Sales Promotion Tools and Buying Behavior Responsesmentioning

confidence: 99%

“…H3 there is a significant relationship between Sales promotion tools and customer emotions. Powers et al (2017) explained the influence of sales promotion tools: coupons, price discounts, and sample and rebate customers buying response: behaviors like brand switching, purchase acceleration, product trial, and brand loyalty.…”

Section: Customer Emotions and Customer Buying Responsementioning

confidence: 99%

Sales promotion tools, customer emotions and consumer buying responses in Ghana

Martey¹,

Adenutsi²,

Mante³

et al. 2022

Afr. J. Mark. Manage.

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Sales promotion is used by various organizations to encourage buying response among their customers. Although it is an effective tool in marketing, few studies have been conducted on sales promotion on buying response using customer emotions as a mediating factor. To fill these gap, the study pursued the formation of a model that explains how sales promotion links to customers' emotions and buying responses in Ghana. The model was validated by conducting a survey with a convenience sampling technique on 664 customers. The data collected were processed using a structural equation modeling approach. The result shows that a bonus pack, coupons, sample, price discount, and rebate have a relation with customer buying response. All the tools have an indirect relationship with the customer buying response except for the bonus pack. Besides, there is a relationship between sales promotion tools and customer emotion, and customer emotions have a strong relationship with customer buying response. The study suggested that managers must create new value for their product to build an emotional connection with the product.

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The Influence of Store Versus Service Satisfaction on Retail Customer Loyalty: An Abstract

Cited by 2 publications

References 0 publications

Maintaining sustainable use of the Indonesian telecommunications provider

Maintaining sustainable use of the Indonesian telecommunications provider

Sales promotion tools, customer emotions and consumer buying responses in Ghana

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