Understanding the Mediating Effect of Cognitive and Emotional satisfaction on Customer Loyalty

Omar, Maznah Wan; Shaharudin, Mohd Rizaimy; Jusoff, Kamaruzaman; Ali, Mohd Noor Mohd

doi:10.5296/ijmis.v1i2.240

Cited by 5 publications

(5 citation statements)

References 47 publications

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“…The influence of eWOM on consumers' loyalty has long been known by researchers Alhulail et al (2018), Chen et al (2012), Karjaluoto et al (2014), Park et al (2007), Zhang et al (2010). In fact, the impact of eWOM in social media on consumers’ loyalty has also been known (Garnefeld et al , 2011; Omar, 2009). However, this study explains the determinants of eWOM information on social media which influence consumers’ loyalty through the tested model, IACM developed by Erkan and Evans (2016).…”

Section: Discussionmentioning

confidence: 99%

How information acceptance model predicts customer loyalty?

Park¹

2020

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Purpose This study aims to explore the influence of electronic word of mouth (eWOM) in social media on customer loyalty by using the information acceptance model (IACM). For this purpose, this study identified the relationship of attitude towards information, information credibility, information quality and information with information usefulness. Later, the relation of information usefulness and information adoption was examined. According to the IACM, this information adoption and attitude towards information can affect behavioural outcomes of customer, and the authors used customer loyalty as a behavioural outcome. Design/methodology/approach This study collected the data from students enrolled in different universities of Thailand. More specifically, those students were considered appropriate for study who were active Facebook users. Therefore, a questionnaire was posted in 83 different Facebook groups of university students, from which 771 students responded properly. SPSS and AMOS 24 were used to conduct data reliability, descriptive and correlation analysis, confirmatory factor analysis (CFA), and structural equation modelling (SEM). Findings The study found that credibility, quality, usefulness and adoption of information, need of information and attitude towards information are the key factors of eWOM in social media that influence consumers’ loyalty. Practical implications This study will be helpful for marketing managers in studying patterns of customer loyalty because many studies have previously examined purchase behaviour or purchase intention only. Moreover, it will provide framework to marketers for understanding the influence of eWOM information in social media on customer loyalty. Originality/value This study is to explore the effect of credibility, quality, usefulness and adoption of information, need of information and attitude towards information on consumers’ loyalty.

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Section: Discussionmentioning

confidence: 99%

How information acceptance model predicts customer loyalty?

Park¹

2020

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“…The cut-off point < 5 for CMIN/DF, ≥0.90 for CFI, TLI and GFI, ≥0.80 for AGFI and ≤ 0.08 for RMSEA were applied in this study (Bentler and Bonett, 1980). This study has also conducted some preliminary analyses, including outliers, normality, multicollinearity and heteroscedasticity test (Pallant, 2013; Hair et al , 2010). The results show that the data were free from those issues.…”

Section: Methodsmentioning

confidence: 99%

Antecedents of word of mouth in Muslim-friendly tourism marketing: the role of religiosity

Abror

Patrisia

Trinanda

et al. 2020

JIMA

Self Cite

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Purpose This paper aims to examine the impact of religiosity on Muslim-friendly destination performance, customer engagement and customer satisfaction; the mediating impact of Muslim-friendly destination performance, customer engagement and customer satisfaction on the link between religiosity and word of mouth (WOM); and the moderating impact of religiosity on the relationship between Muslim-friendly tourism, customer engagement and customer satisfaction. Design/methodology/approach The population of this study was all tourists who visited West Sumatra Indonesia. By using a survey through questionnaires, this study has got 393 out of 450 collected responses (83.6%). This research used the structural equation modeling as the data analysis technique. Findings This research found that religiosity is a significant antecedent of Muslim-friendly tourism, customer engagement and tourist satisfaction. This study revealed that Muslim-friendly tourism, customer engagement and tourist satisfaction significantly mediate the link between religiosity and WOM. This research also found that religiosity significantly moderates the effect of Muslim-friendly tourism on tourist satisfaction. Research limitations/implications This study was only conducted in Indonesia; hence, it lacks generality. Accordingly, future studies can expand to several other countries such as Southeast Asian countries which have big Muslim population. This study only focused on Muslim-friendly tourism industry as a whole. For future studies, it can be extended to several related industries, such as hotel, food and beverage and halal cosmetic. Practical implications This study has shown the important of manager knowledge about religiosity of customers. Accordingly, when they want to increase tourists’ WOM, they have to increase tourist perceived quality of Muslim-friendly tourism attributes which also have an impact on customer engagement and tourist satisfaction. Originality/value This study proposes the direct relationship between religiosity and Muslim-friendly tourism, the religiosity-customer engagement link and the religiosity-tourist satisfaction relation. This research has revealed the mediating effect of Muslim-friendly tourism, satisfaction and engagement on the link between religiosity and WOM. This study has also revealed the impact of religiosity in strengthening the link between halal tourism and tourist satisfaction which is limited previously.

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“…Konuk (2019) has added that customer satisfaction can be evaluated based on two main stages: emotional and cognitive. Omar et al (2011) reveal that the emotional stage shows a person's sense or feeling to the service performance with their expectations. In contrast, the cognitive stage reveals the rational evaluation of the service utility while using it.…”

Section: Literature Reviewmentioning

confidence: 99%

Evolution of customer satisfaction in the e-banking service industry

Kim

Jindabot

2022

Innovative Marketing

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Since several commercial activities such as banking, shopping, transfers, and payments had been conducted online, many banks in Cambodia provided e-banking services to their customers to support these activities. Meanwhile, if the banks could provide such e-banking services to satisfy their customers’ needs, they could maintain their customers and profits. Thus, finding the main factors influencing customer satisfaction in the e-banking service industry is significant. Therefore, the objective of this paper is to investigate how customer satisfaction develops through examining the impacts of perceived risk (financial risk and performance risk) and perceived value on customer satisfaction in the e-banking. This study applied convenience sampling to get data from the respondents at convenient locations (near banks, markets, supermarkets, universities, and workplaces). 700 respondents who were currently using mobile banking or internet banking services at either commercial or retail banks in Cambodia were invited to fill in the questionnaires. In addition, the results of this study were generated through structural equation model (SEM) analysis based on 546 valid responses. The results revealed that perceived value was mainly influenced by performance risk, whereas financial risk did not significantly affect perceived value. Finally, perceived value and performance risk significantly influenced customer satisfaction, except financial risk. In addition, despite both perceived value and performance risk significantly influencing customer satisfaction, promoting customer satisfaction through increasing perceived value was far more effective than minimizing performance risk.

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Understanding the Mediating Effect of Cognitive and Emotional satisfaction on Customer Loyalty

Cited by 5 publications

References 47 publications

How information acceptance model predicts customer loyalty?

How information acceptance model predicts customer loyalty?

Antecedents of word of mouth in Muslim-friendly tourism marketing: the role of religiosity

Evolution of customer satisfaction in the e-banking service industry

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