THE ROLE OF PERCEIVED PRODUCT QUALITY AND CUSTOMER SATISFCTION ON BRAND LOYALTY AMONG MOBILE PHONE USERS
|
|
- Alannah Hopkins
- 6 years ago
- Views:
Transcription
1 THE ROLE OF PERCEIVED PRODUCT QUALITY AND CUSTOMER SATISFCTION ON BRAND LOYALTY AMONG MOBILE PHONE USERS Abdul Wahid Bin Mohd Kassim a Oswald Aisat Igau a Abdullah Kaid Al-Swidi b Sulaiman Bin Tahajuddin a Siti Mardalinah Ardian Neezm a a School of Business and Economics, Universiti Malaysia Sabah b OYA Graduate School of Business, University Utara Malaysia Abstract The study is to investigate the relationship between perceived quality and customer satisfaction on brand loyalty. Further the study is also focused on finding out the mediating role of customer satisfaction on the relationship of perceived product quality and brand loyalty. The analysis results reveal that perceived product quality of a specific mobile phone was found to have a significant positive impact on customer satisfaction and loyalty. Overall, the research findings indicate that there is a significant relationship between perceived product quality on brand loyalty. While, customer satisfaction is found to partially mediates the relationship between perceived product quality and brand loyalty. Keywords: perceived product quality, customer satisfaction, brand loyalty, and mobile phones 1.0 Introduction According to Petruzzellis (2010) mobile phone is now perceived as a social necessity and various factors have contributed its extraordinary industry growth rate such as technological change, market demand and the stiff competition. Thus, in today s mobile phone market, businesses are facing wider range of competitors who offer similar product to same customers. One effective strategy can be employed by businesses is maintaining their market share through loyalty. According to Dick and Basu (1994), the majority of marketing activities of a business are related to expansion, preservation or improvement of customer loyalty. In fact, Darsono & Junaedi (2006) and Dick and Basu (1994) believe that the strategy for attaining sustainable competitive advantage begins from customer loyalty. A loyal customer base is an invaluable asset to the business (Darsono & Junaedi, 2006) which helps a business managing switching behaviour and lessens the need to search for new customers (Rowley & Dawes, 2000; Ruyter & Bloemer, 1999). Furthermore, previous research has indicated the relationship between profitability and customer loyalty (Duncan & Elliot 2002; Kish, 2000); consecutively it leads to considerable competitive advantage (Yap et al., 2012). Thus, the study on brand loyalty, customer satisfaction, and perceived product are crucial and valuable for businesses in designing their strategies for superior market share and customer retention. Hence, the objective of this study are to test (1) the relationship between perceived product quality, customer satisfaction and brand loyalty, and (2) whether customer satisfaction mediate the relationship between perceived product quality and brand loyalty. 2.0 Literature Review 2.1 Brand Loyalty In general terms, loyalty is something that customers may exhibit to brands, services, stores, and product categories (Darsono & Junaedi, 2006). Nevertheless, a great deal of the literature on 1
2 customer loyalty has looked at brand loyalty (Rowley & Dawes, 1999). Consumers often use the terms product and brand interchangeably (Myers, 2003). To distinguish between these terms, Farquhar (1989) and Cobb-Walgren (1995) clarify product as something that tends to offer a functional benefit, whereas a brand is a name, symbol, design or mark that enhances the value of a particular product. Similarly, Bennett (1988) defined brand as a name, term, design, symbol or any other feature that identifies one seller s good or service as distinct from those of other sellers. Brands play an important role in the consumer decision process due to their presence in a huge diversity of products (Duarte & Raposo, 2010). The main purposes of brands are to differentiate sellers offers is a sign of guarantee for consumers. Brands are composed of many different elements, both tangible and intangible (Keller, 2003). While, loyalty or in this instance brand loyalty is defined by Oliver (1999) as a deeply held commitment to repurchase or repatronize a preferred product/service consistently in the future, thereby causing repetitive same-brand purchasing, despite situational influences and marketing efforts having the potential to cause switching behaviour. Aydin et al., (2005) affirm that customers favourable attitude towards a particular product as opposed to its alternative is influenced by the existence of some degree of satisfaction. Previous studies have indicated that customer satisfaction is correlated with loyalty, and satisfaction has been claimed to be a leading factor in determining loyalty (Ehigie, 2006). Further this, Oliver (1999) suggests that ultimate customer loyalty is a function of perceived product superiority or quality, personal fortitude, social bonding, and their synergistic effects. 2.2 Perceived product quality Churchill and Surprenant (1982) defined quality as belief statements or attribute performance. Meanwhile, perceived quality is defined as the consumers judgment about an entity s (service s) overall excellence or superiority (Rowley, 1998; Zeithaml, 1988). Perceived quality is basically the overall customer s perception about the quality of a product. Evidence from prior studies has indicated that there is a positive and direct relationship between perceived quality and customer satisfaction (Ha et al., 2011, 2009; Parasuraman, et al., 1994). Anderson et al., (1994) noted that quality as a significant predictor of customer satisfaction and that this relationship, over the long term, was an important predictor of superior economic returns through repeat sales. Perceived quality of a product or service is related to but not the same as satisfaction resulting from comparison of expectations with a perception of performance (Rowley, 1998). It also suggested that when the perceived quality of a particular product rises, customer satisfaction is expected to increases (Fornell et al., 1996) and ultimately can lead to brand loyalty (Ha et al., 2011, 2009). In short, satisfied customers are more loyal. 2.3 Customer satisfaction: Satisfaction is defined as an emotional post-consumption response that may occur as the result of comparing expected and actual performance (disconfirmation), or it can be an outcome that occurs without comparing expectations (Oliver, 1999). Customer satisfaction can also be defined using the transaction-specific perspective or cumulative perspective (Boulding et al., 1993). The transactionspecific perspective indicates that customer satisfaction is the evaluation based on the recent purchase experiences. Compared with the transaction-specific perspective, the cumulative perspective stresses overall evaluations, indicating that evaluations of customer satisfaction should be based on all the purchase experiences of the customer, disregarding any specific purchase experience (Johnson & Fornell, 1991). Consumers who have different level of perception are also different in their level of satisfaction (Tsiotsou, 2005). Santouridis and Trivellas (2010) believe that customer satisfaction has been considered as a primary factor for customer loyalty. Furthermore, Ha 2
3 et al., (2011) claimed that satisfaction also can act as a mediator among the relationship of brand loyalty and perceived quality. 3.0 Methodology 3.1 The Research Model and Hypotheses The following research model has been used in this study as shown in Figure 1. Figure 1:The Research Model From the above mentioned model the following main hypothesis are developed: H 1 : There is a significant relationship between perceived product quality and brand loyalty. H 2 : Perceived product quality has a significant effect on customer satisfaction. H 3 : There is a significant relationship between customer satisfaction and brand loyalty. H 4 : Customer satisfaction will mediate the impact of perceived value on brand loyalty. 4.0 Research methodology 4.1 Sample profile The subjects for this study were confined to the mobile users who are working in Kota Kinabalu area. To test the proposed relationships, data from mobile phone users were collected. Subjects for the study were randomly selected from people who were employed in the private and public sector within Kota Kinabalu area. In total, 150 usable questionnaires were collected. Tables 1 present the sample s demographic characteristics and mobile telephony usage profile respectively. As it can be seen in Table 1, the sample is rather skewed towards female, below 40-year old and not highly educated users having below RM3001 gross monthly income. The majority of the respondents used Nokia 3
4 phone which is 56% from the total respondents of 150. This is followed by Sony Ericsson of 22.7%, others (iphone, HTC) 15.3%, LG of 4% and Samsung of 2%. Table 1: Survey respondents demographic frequencies Measure Item Frequency % Mobile phone brand Nokia Sony Ericsson LG Samsung Others Sex Male Female Age Education SPM/Certificate STPM/Diploma Undergraduate Postgraduate Monthly income (RM) RM1000 and below RM1001 RM RM3001 RM RM5001 and above Analysis and Results As mentioned earlier, this study aims to examine the relationship between three variables namely perceived product quality, customer satisfaction and brand loyalty. In order to obtain valid and reliable results, this study followed the two steps approach as suggested by (Chin, 1998). Therefore, the process was to confirm the construct validity before proceeding to test the hypothesis. 4
5 5.1 The Outer Model (The Measurement Model) The goodness of measurement, outer, model has been established through the content validity and the construct validity The Content Validity Hair et al., (2010) and Chin (1998) both agreed that the content validity of the measurement model can be confirmed by the items factor loading. Ideally, each item should correlates weakly or having low loading with all other constructs apart from the one to which it is theoretically linked. If any of these items having low loadings on their respective construct, they have the probability of being deleted. Moreover, as shown in Table 2 and Table 3, all the items factor loadings should register significant and higher value on their respective construct. in this study consistent with other researchers, the rule of thumb of only accepting items with loadings that are greater than 0.70 was employed (Dwivedi et al., 2006; Hulland, 1999; Turkyilmaz & Ozkan, 2007). Table 2: Cross-Loading of the Items Items Brand Loyalty Customer Satisfaction Perceived Product Quality BL BL BL BL BL BL CS CS CS CS CS CS PPQ PPQ PPQ PPQ
6 Table 3: T-value Results Construct Items Loadings STDDEV T Value P Value Brand Loyalty BL BL BL BL BL BL Customer Satisfaction CS CS CS CS CS CS Perceived Product Quality PPQ PPQ PPQ PPQ The Convergent Validity The convergent validity is defined to be the degree to which a set of variables converges in measuring the concept of construct (Bagozzi & Yi, 1988; Hair et al., 2010). It is, therefore, confirmed using the items reliability, composite reliability and average variance extracted. This means that if all the items are significantly important in measuring their constructs, composite reliability values are at least 0.7 and the average variance extracted (AVE) are at least 0.5 then the convergent validity can be confidently confirmed (Bagozzi & Yi, 1988; Hair et al., 2010).Referring to Table 4, the composite reliability value of all the constructs exceeded the cut-off value of 0.7 and all the values of AVEs are more than the 0.5 threshold. Thus, one can confirm that the measurement, outer, model possesses an adequate level of convergent validity. 6
7 Construct Table 4: The Results of Convergent Validity analysis Items Loadings Cronbach's Alpha Composite Reliability Average Variance Extracted Brand Loyalty BL BL BL BL BL BL Customer Satisfaction CS CS CS CS CS CS Perceived Product Quality PPQ PPQ PPQ PPQ a: CR = (Σ factor loading) 2 / {(Σ factor loading) 2 ) + Σ (variance of error)} b: AVE = Σ (factor loading) 2 / (Σ (factor loading) 2 + Σ (variance of error)} The Discriminant Validity The measurement model s discriminant validity is examined based on the criterion suggested by Fornell and Larcker (1981). The discriminant validity represents the extent to which a set of indicators discriminate a construct from other constructs in the model. This implies that good discriminant validity is achieved when the items share more variance with their constructs than the constructs share with other constructs more (Compeau et al., 1999). Table 5 showed the correlation matrix, the diagonal indicators are the square root of the AVE of the entire latent variables or constructs. Discriminate validity can be assumed if the diagonal indicators are greater than other offdiagonal indicators in their columns and rows. For this case, the discriminant validity is confirmed as 7
8 exhibited in the in the correlation matrix. Construct Table 5: Correlations among Constructs and Discriminant Validity Brand Loyalty Customer Satisfaction Perceived Quality Product Brand Loyalty Customer Satisfaction Perceived Quality Product Predictive Power of the Model The quality of the structural model can be assessed by R 2 which shows the variance in the endogenous variable that is explained by the exogenous variables. Based on the results reported in Table 6, the R 2 of the customer satisfaction was found to be indicating that perceived product quality can account for 46% of the variance in the customer satisfaction and both perceived product quality and customer satisfaction can explain 38% of the variance of the brand loyalty. Based on the assessment criterion suggested by Cohen (1988), 0.26 substantial, 0.13 moderate and 0.02 weak; both values of the R 2 are considered substantial. Endogneous Table 6: Prediction Power of the Model R Square Customer Satisfaction Brand Loyalty Goodness of Fit (GoF) of the Model Tenenhaus et al., s (2005) global goodness of fit (GoF) index was applied to the model. It is the only GoF available for PLS Structural Equation Modelling. This measure is the geometric mean of the average variance extracted and the average R 2 for the endogenous variables. The following formula is used to compute GoF. Based on the results obtained, the GoF value was which was calculated as in the following Then, the result of the model is compared with Wetzels et al., s. (2009) baseline values of GoF (small =0.1, medium =0.25, large =0.36). It can be concluded that the model s GoF measure is large and adequate of global PLS model validity. 8
9 5.2 The Inner Model (The Structural Model) and Hypothesis Testing After successfully confirming the measurement model s validity and reliability, the next stage is to run PLS algorithm and Bootstrapping algorithm in SmartPLS 2.0 in order to test the hypothesized relationship. Figure 2: Items loadings and path coefficient Figure 3: Significance of factor loadings and path coefficient 9
10 Table 7: Hypothesis Testing Result Hypothesis Path Hy No. Statement Coefficient Standard Error T Value P Value Decision H1 H2 H3 Perceived Product Quality-- > Brand Loyalty Perceived Product Quality - -> Customer Satisfaction Customer Satisfaction --> Brand Loyalty 0.336** Supported 0.675*** Supported 0.338* Supported ***:p<0.001; **:p<0.01;*:p<0.05 As indicated in Figures 2 and 3 and Table 7, the effects of product perceived quality and customer satisfaction on brand loyalty were found to be significant at the and 0.01 levels of significance(β=0.675, t= 9.586, p<0.001) (β=0.336, t= 2.434, p<0.01) respectively. These results supported H 1 and H 2 as hypothesized in the study. In addition to that the effect of customer satisfaction on brand loyalty was found to be significant at the 0.05 level of significance (β=0.338, t= 2.284, p<0.05) supporting H The Mediating effect of the Customer Satisfaction To test to what extent the customer satisfaction can mediate the effect of perceived product quality on the brand loyalty; this study employed the bootstrap method integrated in SmartPLS. The results, as illustrated in Table 8 showed that customer satisfaction is found to be a partial mediator in this relationship carrying out 40% of the effect of perceived product quality on brand loyalty as calculated in Variance Accounted For (VAF). This result confirmed the mediating role of customer satisfaction to enhance the brand loyalty due to the perceived quality of the product. Hence H 4 is supported. Hy No. Table 8: The Mediating Effect of Customer Satisfaction Hypothesis Indirect Standard Path Coefficient Statement Effect Error a*b T Value P Value Decision c c' a*b H4 Perceived Product Quality --> Customer Satisfaction --> Brand Loyalty 0.572*** 0.336* 0.228* Partial Mediator ***:p<0.001; **:p<0.01;*:p<
11 6.0 Summary of Results Table 9: Result Table for the Tested Hypotheses No. Hypotheses Findings H 1 There is a significant relationship between perceived product quality and brand loyalty Supported H 2 Perceived product quality has a significant effect on customer satisfaction Supported H 3 There is a significant relationship between customer satisfaction and brand loyalty Supported H 4 Customer satisfaction mediates the impact of perceived product quality on brand loyalty Supported 7.0 Discussion and conclusions This study set out to examine the relationship between perceived product quality, customer satisfaction and brand loyalty by proposing customer satisfaction as a mediator for the relationship within the Malaysian mobile phone market sector. All the four hypotheses of the study were confirmed, indicating that the proposed model had an adequate fit. Perceived product quality and customer satisfaction had a direct positive effect on brand loyalty. The study verifies that customer satisfaction act as a mediator between perceived product quality and brand loyalty. Thus, perceived product quality and customer satisfaction can be used as predictors of brand royalty. The analysis results reveal that perceived product quality of a specific mobile phone was found to have a significant positive impact on customer satisfaction and loyalty. Successful businesses define their strategy around the pursuit of quality. Marketers have to recognize the central role of perceived product quality and customer satisfaction in order to be able to anticipate brand royalty and consequently purchase behaviour. Businesses should employed strategies that put emphasis on product features and cues that will enhance customers perceived product quality. Prior studies have found cues such as brand name, price, and objective quality information to be related to perceived product quality (Dodds, 2002; Rao &Monroe, 1989; Tsiotsou, (2006). Businesses should utilize these cues to enhance customers perceptions of product quality. Furthermore, the widely accepted theory that there is a link between satisfaction and loyalty was supported (Bontis et al., 2007). Thus, the ability to provide a high degree of customer satisfaction services is crucial to businesses in differentiating themselves from their competitors (Lin & Wang, 2006). In this study, loyalty was also a factor that may influence the choice of a mobile phone brand. The findings of this study show that perceived product quality is vital for developing brand loyalty. The statement about what drives loyalty should be understood whereby loyalty is not entirely divorced from satisfaction (Mittal & Lassar, 1998). Loyalty is built through a positive differentiation that is usually achieved by providing superior products and services. Reference Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58, Aydin, S., Özer, G., & Arasil, Ö. (2005). Customer loyalty and the effect of switching costs as a moderator variable: A case in the Turkish mobile phone market, Marketing Intelligence & Planning, 23(1),
12 Bagozzi, R.P., Yi, Y., & Phillips, L. W. (1991). Assessing construct validity in organizational research, Administrative Science Quarterly, 36, Bennett, P. D. (1988). Dictionary of Marketing Terms. Chicago, IL: The American Marketing Association. Bontis, N., Booker, N. L. D. &. Serenko, A (2007). The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industry, Management Decision, 45(9), Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality from expectations to behavioural intentions, Journal of Marketing Research, 30, Chin, W. W. (1998).The partial least squares approach to structural equation modeling. In G. A. Marcoulides, Modern methods for business research. Mahwah: Lawrence Erlbaum, Cobb-Walgren, C. J., Ruble, C. A., & Donthu, N. (1995). Brand equity, brand preference and purchase intent. Journal of Advertising, 24(3), Cohen, J. (1988). Statistical power analysis for the behavioral sciences (2nd ed.), Hillsdale, Lawrence Erlbaum Associates, NJ. Compeau, D.R., Higgins, C.A., & Huff, S. (1999). Social Cognitive Theory and individual Reactions to Computing Technology - A Longitudinal-Study. MIS Quarterly, 23(2), Churchill, G. A., & Surprenant, C. (1982). An Investigation into the Determinant of Customer Satisfaction. Journal of Markeitng Research, 16, Darsono, L. I. & Junaedi, C. M. (2006). An Examination of Perceived of Quality, satisfaction, and loyalty relationship; Applicability of Comparative and Noncomparative Evaluation, Gadjah Mada International Journal of Business, 8(3), Dick, A. S., & K. Basu. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), Dodds, W.B. (2002) The effects of perceived and objective market cues on consumers product evaluations. Marketing Bulletin, 13, Duarte, P. A., & Raposo, M. L. (2010). A PLS Model to Study Brand Preference: An Application to the Mobile Phone Market. In V. E. Vinzi, W. W. Chin, J. Henseler, & H. Wang, Handbook of Partial Least Squares: Concepts, Methods and Applications (pp ). Berlin Heidelberg: Springer-Verlag. Duncan, E. & Elliot, G. (2002). Customer service quality and financial performance among Australian retail financial institutions, Journal of Financial Service Marketing, 7(1), Dwivedi, Y.K., Choudrie, J. & Brinkman, W.P. (2006). Development of a survey instrument to examine consumer adoption of broadband, Industrial Management & Data Systems, 106(5), Ehigie, B.O. (2006). Correlates of customer loyalty to their bank: a case study in Nigeria, International Journal of Bank Marketing, 24(7), Farquhar, J. D. (1989). Managing Brand Equity, Marketing Research, 1, Fornell, C., & Cha, J. (1994). Partial least squares. In R. P. Bagozzi (Ed.), Advanced methods of marketing research. Cambridge: Blackwell, Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. and Bryant, B.E. (1996), The American customer satisfaction index: nature, purpose and finding, Journal of Marketing, 60, Fornell C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error, Journal of Market Research, 18(1), Ha, H.Y., Janda, S., & Park, S.K. (2009). Role of satisfaction in an integrative model of brand loyalty: Evidence from China and South Korea, International Marketing Review, 26(2), Ha, H-Y., John, J., Janda, S., & Muthaly, S. (2011). The effect of advertising spending on brand loyalty in services, European Journal of Marketing, 45(4):
13 Hair, J. F., Anderson, R. E., Tatham, R. L. & Black, W. C. (2010). Multivariate Data Analysis. 7th Ed. Prentice Hall: USA. Hulland, J.S. (1999). Use of partial least squares (PLS) in strategic management research: a review of four recent studies, Strategic Management Journal, 20(2), Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories, Journal of Economic Psychology, 12 (2), Keller, K. L. (2003). Strategic Brand Management: Building, Measuring, and Managing Brand Equity (2nd ed.). Upper Saddle River, NJ: Prentice Hall. Kish, J. (2000). Before your customers leave, Bank Marketing, 32(2), 30. Lin, H.H. &Yi-Shun Wang, Y. S. (2006). An examination of the determinants of customer loyalty in mobile commerce, Information & Management, 43(3), Mittal, B., & Lassar, W. M. (1998). Why Do Customers Switch? The Dynamics of Satisfaction versus Loyalty, The Journal of Services Marketing, 12(3), Myers, C. (2003). Managing brand equity: a look at the impact attributes, Journal of Product and Brand Management, 12(1), Oliver, R. L. (1999). Value as excellence in the Consumption Experience. In M. B. Holbrook (Ed.), Consumer Value. A Framework for Analysis and Research, London: Routledge, Petruzzellis, L. (2010). Mobile phone choice: technology versus marketing: The brand effect in the Italian market, European Journal of Marketing, 44(5), Rao, A.R. & Monroe, K.B. (1989). The effect of price, brand name, and store name on buyers perceptions of product quality: an integrative review. Journal of Marketing Research, 26, Rowley, J. (1998). Quality measurement in the public sector: some perspectives from the service quality literature, Total Quality Management, 19 (2/3), Rowley, J., & Dawes, J. (1999). Customer loyalty a relevant concept for libraries? Library Management, 20(6), Rowley, J., & Dawes, J. (2000). Disloyalty: a closer look at non-loyals, Journal of Consumer Marketing, 17(6), Ruyter, K., & Bloemer, J. (1999). Customer loyalty in extended service settings. International Journal of Service Industry Management, 10(3): Santouridis, I & Panagiotis, T. (2010). The Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece, TQM Journal, 22(3), Tenenhaus, M., Esposito, V., Chatelin,Y. M., & Lauro, C.(2005). PLS path modelling, Computational Statistics & Data Analysis, 48(1), Tsiotsou, R. (2005). Varying perceived quality levels and their relation to involvement, satisfaction, and purchase intentions, Marketing Bulletin, 16, Research Note 4, 1-10, Tsiotsou, R. (2006). The role of perceived product quality and overall satisfaction on purchase intentions, International Journal of Consumer Studies, 30(2), Turkyilmaz, A. & Ozkan, C. (2007). Development of a customer satisfaction index model: An application to the Turkish mobile phone sector, Industrial Management & Data Systems, 107(5), Yap, B. W., Ramayah, T., & Shahidan, W. N. W. (2012). Satisfaction and trust on customer loyalty: a PLS approach, Business Strategy Series, 13(4), Wetzels, M., Odekerken-Schröder, G., & Oppen, C.V. (2009). Using PLS path modeling for assessing hierarchical models: Guidelines and empirical illustration, MIS Quarterly, 33(1), Parasuraman, A., V.A. Zeithaml, and L. L. Berry Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research, Journal of Marketing, 58,
14 Zeithaml, V. A. (1988). Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence, Journal of Marketing, 52 (3),
THE MEDIATING EFFECT OF CUSTOMER SATISFACTION ON THE RELATIONSHIP BETWEEN TRUST AND BRAND LOYALTY
THE MEDIATING EFFECT OF CUSTOMER SATISFACTION ON THE RELATIONSHIP BETWEEN TRUST AND BRAND LOYALTY Abdullah Kaid Al-Swidi b Oswald Aisat Igau a Abdul Wahid Bin Mohd Kassim a Wajiran Sinun a Siti Mardalinah
More informationMEASUREMENT OF DISCONFIRMATION IN ONLINE PURCHASING BEHAVIOR
MEASUREMENT OF DISCONFIRMATION IN ONLINE PURCHASING BEHAVIOR Chinho Lin, Institute of Information Management of National Cheng Kung University, Taiwan R.O.C. Email: linn@mail.ncku.edu.tw Yu-Huei Wei, Department
More informationIMPACT OF RETAILER BRAND EQUITY ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION IN SELECTED RETAIL OUTLETS IN BANGALORE CITY
Journal of Management (JOM) Volume 5, Issue 5, September October 2018, pp. 23 31, Article ID: JOM_05_05_004 Available online at http://www.iaeme.com/jom/issues.asp?jtype=jom&vtype=5&itype=5 Journal Impact
More informationStructural equation model to investigate the factors influencing quality performance in Indian construction projects
Sādhanā Vol. 40, Part 6, September 2015, pp. 1975 1987. c Indian Academy of Sciences Structural equation model to investigate the factors influencing quality performance in Indian construction projects
More informationA STUDY OF FACTORS AFFECTING SATISFACTION OF MICROMAX MOBILE PHONE CUSTOMERS, IN BANGALORE, INDIA
A STUDY OF FACTORS AFFECTING SATISFACTION OF MICROMAX MOBILE PHONE CUSTOMERS, IN BANGALORE, INDIA PUNNAKKAL SILSON WILSON Abstract: The purpose of this research is to examine factors affecting the satisfaction
More informationKasetsart Journal of Social Sciences
Kasetsart Journal of Social Sciences 38 (2017) 24e30 Contents lists available at ScienceDirect Kasetsart Journal of Social Sciences journal homepage: http://www.elsevier.com/locate/kjss Perceived quality,
More informationThe Impact of Mobile Shopping Quality on Customer Satisfaction and Purchase Intentions: The IS Success Based Model
The Impact of Mobile Shopping Quality on Customer Satisfaction and Purchase Intentions: The IS Success Based Model Lisa Y. Chen Management, I-Shou University Kaohsiung, 840, Taiwan and William H. Lauffer
More informationCHAPTER 5 DATA ANALYSIS AND DISCUSSION
CHAPTER 5 DATA ANALYSIS AND DISCUSSION 54 5. Data Analysis and Discussion This chapter is organized as follows: Section 5.1 provides the descriptive statistics of the respondents. Sections 5.1 and 5.2
More informationOrganizational Excellence as the Driver for Organizational Performance: A Study on Dubai Police
International Journal of Business and Management; Vol. 11, No. 2; 2016 ISSN 1833-3850 E-ISSN 1833-8119 Published by Canadian Center of Science and Education Organizational Excellence as the Driver for
More informationCUSTOMER SATISFACTION WITH MOBILE OPERATORS SERVICES IN LITHUANIAN RURAL AREAS
CUSTOMER SATISFACTION WITH MOBILE OPERATORS SERVICES IN LITHUANIAN RURAL AREAS Lina Pileliene 1, PhD; Viktorija Grigaliunaite 1 Vytautas Magnus University Abstract. In tough competitive conditions of Lithuanian
More informationExamining factors affecting budget overrun of construction projects undertaken through management procurement method using PLS-SEM approach
Available online at www.sciencedirect.com ScienceDirect Procedia - Social and Behavioral Sciences 107 ( 2013 ) 120 128 ELPIIC 2013 Evaluation of Learning for Performance Improvement International Conference,
More informationINFLUENCE FACTORS ON INTENTION TO USE MOBILE BANKING
INFLUENCE FACTORS ON INTENTION TO USE MOBILE BANKING 1 KYUNGTAG LEE, 2 JEONGWOO KIM, 3 MIJIN NOH 1,2 Yeungnam University, 3 Kyungpook National University E-mail: 1 mykr21@gmail.com, 3 yomydragon@naver.com,
More informationVol.2 (4), 1-6 April (2014)
Vol.2 (), 1-6 Review Paper The Analysis of the Factors Affecting Iranian Customers' Satisfaction in Traditional and Internet Banking- Case Study: Saman Bank Hamed Heidari 1 *, Morteza Mousakhani 2, Hassan
More informationIssues in Information Systems Volume 14, Issue 2, pp , 2013
CUSTOMER SATISFACTION AND PURCHASE INTENTION OF THE STORE FACEBOOK FAN PAGES Hsiu-Li Liao, Chung Yuan University, hsiuliliao@cycu.edu.tw Su-Houn Liu, Chung Yuan University, vandy@im.cycu.edu.tw Huei-Jyuan
More informationMediating influence on customer loyalty
Mediating influence on customer loyalty Mei-Lien Li Lynn University Robert Green Lynn University ABSTRACT In this study, the focus is on customer loyalty, and the antecedents of perceived value, and the
More informationThe Effects of Perceived Value of Mobile Phones on User Satisfaction, Brand Trust, and Loyalty
, pp.10-14 http://dx.doi.org/10.14257/astl.2015.114.03 The Effects of Perceived Value of Mobile Phones on User Satisfaction, Brand Trust, and Loyalty Kihan Chung 1, Jaesin Oh 1, Wonjong Kim 1, and Gwijeong
More informationThe Effect of Perceived Service Quality and Trust on Loyalty: Customer s Perspectives on Mobile Internet Adoption
The Effect of Perceived Service Quality and Trust on Loyalty: Customer s Perspectives on Mobile Internet Adoption Ratna Roostika Abstract The Internet application has grown at a very impressive rate. Indonesia
More informationInternational Journal of Science, Technology and Society
International Journal of Science, Technology and Society 2016; 4(3): 41-47 http://www.sciencepublishinggroup.com/j/ijsts doi: 10.11648/j.ijsts.20160403.11 ISSN: 2330-7412 (Print); ISSN: 2330-7420 (Online)
More informationGaining Access to Customers Resources Through Relationship Bonds. Roger Baxter, AUT University, Abstract
Page 1 of 9 ANZMAC 2009 Gaining Access to Customers Resources Through Relationship Bonds Roger Baxter, AUT University, roger.baxter@aut.ac.nz Abstract This paper notes that, in addition to tangible resources,
More informationEvaluating key factors affecting knowledge exchange in social media community
Evaluating key factors affecting knowledge exchange in social media community Li-Wen Chuang 1 and Shu-Ping Chiu 2,a 1 Department of Film and TV Technology, Fuzhou University of International Studies and
More informationManagement Science Letters
Management Science Letters 3 (2013) 1139 1144 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl An investigation on the effect of advertising corporate
More informationTHE STUDY OF THE FACTORS EFFECTING IRANIAN CUSTOMERS' SATISFACTION BETWEEN TRADITIONAL AND INTERNET BANKING (CASE STUDY: TEJARAT BANK OF IRAN)
ISSN: 0976-2876 (Print) ISSN: 2250-0138(Online) THE STUDY OF THE FACTORS EFFECTING IRANIAN CUSTOMERS' SATISFACTION BETWEEN TRADITIONAL AND INTERNET BANKING (CASE STUDY: TEJARAT BANK OF IRAN) MOHAMMAD GHOLAMI
More informationCHAPTER 2 LITERATURE REVIEW. This chapter discusses the literature review concerning the service quality
CHAPTER 2 LITERATURE REVIEW 2.1 INTRODUCTION This chapter discusses the literature review concerning the service quality dimensions, perceived value, customer satisfaction and customer loyalty as well
More informationFactors Contributing to Customer Loyalty Towards Telecommunication Service Provider
Available online at www.sciencedirect.com Procedia - Social and Behavioral Sciences 40 ( 2012 ) 282 286 The 2012 International Conference on Asia Pacific Business Innovation & Technology Management Factors
More informationThe Relationship between Perceived Service Quality and Fishermen Satisfaction
The Relationship between Perceived Service Quality and Fishermen Satisfaction Praveena Thevisuthan 1* Kurukulasingam Tharjanan 2 1. Department of Business and Management Studies, Faculty of Communication
More informationTHE RELATIONSHIP BETWEEN BRAND EQUITY, PRODUCT ATTRIBUTES AND PURCHASE INTENTION: A STUDY OF SONY DIGITAL CAMERAS IN BANGKOK
THE RELATIONSHIP BETWEEN BRAND EQUITY, PRODUCT ATTRIBUTES AND PURCHASE INTENTION: A STUDY OF SONY DIGITAL CAMERAS IN BANGKOK Apiluck Thammawimutti and Sirion Chaipoopirutana, Ph.D Graduate School of Business
More informationMEASURING HUMAN PERFORMANCE OF MALAYSIAN TRAIN DRIVERS: DEVELOPING MODEL USING PLS APPROACH
MEASURING HUMAN PERFORMANCE OF MALAYSIAN TRAIN DRIVERS: DEVELOPING MODEL USING PLS APPROACH Jalil Azlis-Sani 1,2, Siti Zawiah Md Dawal 2, Norhayati Mohmad Zakwan 3 and Mohd Faizal Mohideen Batcha 1 1 Faculty
More informationInternational Journal of Information Technology and Business Management 29 th April Vol.58 No JITBM & ARF. All rights reserved
THE RELATIONSHIPS AMONG BRAND AFFECT, BRAND TRUST AND BRAND LOYALTY A CASE OF VIETNAMESE APPAREL INDUSTRY Kunchung Cheng Huyen Trang Tran MBA Dep, Da-Yeh ABSTRACT The paper clarifies the relation between
More informationOpen Data ISSN Open Data Discourse: Consumer Acceptance of Personal Cloud: Integrating Trust and Risk with the Technology Acceptance Model
Transactions on R eplication R esearch Open Data ISSN 2473-3458 Open Data Discourse: Consumer Acceptance of Personal Cloud: Integrating Trust and Risk with the Technology Acceptance Model Murad A. Moqbel
More informationPROACTIVE BEHAVIOUR AS A MEDIATOR IN THE RELATIONSHIP BETWEEN QUALITY OF WORK LIFE AND CAREER SUCCESS
International Journal of Business and Society, Vol. 18 S4, 2017, 701-709 PROACTIVE BEHAVIOUR AS A MEDIATOR IN THE RELATIONSHIP BETWEEN QUALITY OF WORK LIFE AND CAREER SUCCESS Nyuk-Ping Ling Universiti
More informationASSOCIATION FOR CONSUMER RESEARCH
ASSOCIATION FOR CONSUMER RESEARCH Labovitz School of Business & Economics, University of Minnesota Duluth, 11 E. Superior Street, Suite 210, Duluth, MN 55802 The Relationships Among E-Service Quality,
More informationThe effect of brand experience, service quality and perceived value on brand loyalty study (Case Study: National Bank of Birjand city)
The effect of brand experience, service quality and perceived value on brand loyalty study (Case Study: National Bank of Birjand city) Mahdi Mahmoodzadeh Received:20.08.2015 Revised:25.09.2015 Accepted:
More informationExamining Brand Loyalty and Brand Consciousness through the Lens of Social Media Marketing
AIC 2018: FUTURE OF MARKETING AND MANAGEMENT Examining Brand Loyalty and Brand Consciousness through the Lens of Social Media Marketing Qazi Mohammed Ahmed* PhD Scholar, Department of Management Sciences,
More informationAn Empirical Investigation of Consumer Experience on Online Purchase Intention Bing-sheng YAN 1,a, Li-hua LI 2,b and Ke XU 3,c,*
2017 4th International Conference on Economics and Management (ICEM 2017) ISBN: 978-1-60595-467-7 An Empirical Investigation of Consumer Experience on Online Purchase Intention Bing-sheng YAN 1,a, Li-hua
More informationCHAPTER 5 DATA ANALYSIS AND RESULTS
5.1 INTRODUCTION CHAPTER 5 DATA ANALYSIS AND RESULTS The purpose of this chapter is to present and discuss the results of data analysis. The study was conducted on 518 information technology professionals
More informationInternational journal of management and economics invention. Kattankulathur INTRODUCTION RESEARCH METHODOLOGY
Customer Experience and Loyalty Leads To Relationship Drive: Special Reference to Fun Republic Mall Coimbatore Dr. M Amaravathi 1, Anand Shankar Raja M 2 1 Assistant Professor, PSG College of Arts & Science,
More informationRelationship between Corporate Reputation and Customer Loyalty on Nigerian Food and Beverages Industry: PLS Approach
Int. J. Manag. Bus. Res., 4 (2), 125-136, Spring 2014 IAU Relationship between Corporate Reputation and Customer Loyalty on Nigerian Food and Beverages Industry: PLS Approach * 1 A. H. Gorondutse, 2 H.
More informationCUSTOMER TO CONSUMER: ATTITUDINAL AND BEHAVIOURAL LOYALTY
CUSTOMER TO CONSUMER: ATTITUDINAL AND BEHAVIOURAL LOYALTY Dr. Neetu Kumari, Assistant Professor, Department of Commerce, Udhampur Campus, University of Jammu, India Sandeep Patyal, Project Fellow, Department
More informationE-SERVICE QUALITY EXPERIENCE AND CUSTOMER LOYALTY: AN EMPHASIS OF THE NIGERIA AIRLINE OPERATORS
European Journal of Business and Social Sciences, Vol. 1, No. 9, pp 118-125, December 2012. URL: http://www.ejbss.com/recent.aspx ISSN: 2235-767X E-SERVICE QUALITY EXPERIENCE AND CUSTOMER LOYALTY: AN EMPHASIS
More informationAn examination of the effects of service brand dimensions on customer satisfaction
University of Aarhus From the SelectedWorks of Polymeros Chrysochou 2012 An examination of the effects of service brand dimensions on customer satisfaction Athanasios Krystallis Polymeros Chrysochou Available
More informationPLS-MGA A Non-Parametric Approach to Partial Least Squares-based Multi-Group Analysis
PLS-MGA A Non-Parametric Approach to Partial Least Squares-based Multi-Group Analysis Jörg Henseler 1 Institute for Management Research, Radboud University Nijmegen, Thomas van Aquinostraat 3, 6525 GD
More informationManagement Science Letters
Management Science Letters 2 (2012) 1011 1016 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl Effective factors on mobile phone customer satisfaction
More informationCustomer Brand Engagement on Online Social Media Platforms: A Conceptual Model and Empirical Analysis
University of Aarhus From the SelectedWorks of Polymeros Chrysochou 2013 Customer Brand Engagement on Online Social Media Platforms: A Conceptual Model and Empirical Analysis Justina Malciute Polymeros
More informationA Study on Buyer Behaviour and Brand Loyalty of Toilet Soaps in Perambalur Town (Tamil Nadu)
A Study on Buyer Behaviour and Brand Loyalty of Toilet Soaps in Perambalur Town (Tamil Nadu) Dr. R.Varadharajan, Assistant Professor, Department of Mathematics, SRM University, Kattankulathur 603203, Tamilnadu,
More informationBrand Equity for Fast Fashion Brands. DECISION SCIENCES INSTITUTE Measuring the Consumer-Based Brand Equity for Fast Fashion Brands
DECISION SCIENCES INSTITUTE Measuring the Consumer-Based (Full Paper Submission) Jin Su Indiana University of Pennsylvania, USA jin.su@iup.edu ABSTRACT This study aims to empirically examine the application
More informationManagement Science Letters
Management Science Letters 4 (2014) 1391 1396 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl Investigating different factors influencing on brand
More information*Corresponding Author
Brand Awareness Impact on Brand Association and Loyalty for Customers and Non-customers * Nazar Hussain 1, Imtiaz Ali 1, Sohail Ahmed 2, Nazir Ahmed 3 1 Quaid-e- AwamUniversity, Nawabshah 2 Shah Abdul
More informationHEALTH CARE A PARADOX OF SERVICE QUALITY IN. An empirical study in the city of Coimbatore NIET. Journal of Management.
NIET Journal of Management Winter 2013-14 A PARADOX OF SERVICE QUALITY IN HEALTH CARE An empirical study in the city of Coimbatore Brighton Anbu Dr P Vikkraman Abstract Health care is a human right. According
More informationHOW QUALITY, SATISFACTION AND IMAGE CREATE LOYALTY AT AN INDONESIAN BANKING COMPANY:
HOW QUALITY, SATISFACTION AND IMAGE CREATE LOYALTY AT AN INDONESIAN BANKING COMPANY: An Empirical Study in PT. Bank Bukopin, Tbk Malang Branch Cunanda Ayu Oktiviane, Ananda Sabil Hussein International
More informationPerceived Quality, Brand Image and Brand Trust as Determinants of Brand Loyalty
Quest Journals Journal of Research in Business and Management Volume 3 ~ Issue 4(2015) pp: 01-08 ISSN(Online) : 2347-3002 www.questjournals.org Research Paper Perceived Quality, Brand Image and Brand Trust
More informationImpact of Customer Satisfaction on Customer Loyaltyw.r.t.selected Telecom Services in Bilaspur, Chhattisgarh.
Impact of Customer Satisfaction on Customer Loyaltyw.r.t.selected Telecom Services in Bilaspur, Chhattisgarh. Dr. Ashok Kumar Chandra 1, AmitStieve Henry 2,Hashdeep Khurana 3 1 Assistant Professor, DOM,
More informationKen Kwong-Kay Wong, Professor of Marketing at Seneca College, Ontario, Canada.
moderation analysis, and higher-order constructs modeling in Partial Least Squares Structural Equation Modeling (PLS-SEM): A B2B Example using SmartPLS Ken Kwong-Kay Wong, Professor of Marketing at Seneca
More informationA RELIABILITY TEST USED FOR THE DEVELOPMENT OF A LOYALTY SCALE
Florin-Alexandru LUCA "Gheorghe Asachi" Technical University of Iasi, Romania CMTM Economics and Marketing Department Claudia Ioana CIOBANU "Gheorghe Asachi" Technical University of Iasi, Romania CMTM
More informationThe Role of Service Quality, Involvement and Customer Satisfaction in Green Hotel Industry: Assessment of Structural Model and IPMA Analysis
The Role of Service Quality, Involvement and Customer Satisfaction in Green Hotel Industry: Assessment of Structural Model and IPMA Analysis H. Rasidah *1, Mohd Hanafi Azman Ong 2, Noradzhar Baba 1, Aslinda
More informationJournal of Management and Marketing Review
Journal of Management and Marketing Review Journal homepage: www.gatrenterprise.com/gatrjournals/index.html The Influence of the Dimensions of Service Quality on Customer Satisfaction at Hotels in Batu
More informationCustomer Segmentation: The Concepts of Trust, Commitment and Relationships
Abstract Research Journal of Management Sciences ISSN 2319 1171 Customer Segmentation: The Concepts of Trust, Commitment and Relationships Eze Jude O. 1 and Ugwuanyi Uche B. 2 1 Department of Marketing,
More informationEffects of Mobile Design Quality and Innovation Characteristics on Intention to Use Mobile Tourism Guide
Effects of Mobile Design Quality and Innovation Characteristics on Intention to Use Mobile Tourism Guide Numtip Trakulmaykee, Ahmad Suhaimi Baharudin, Muhammad Rafie Mohd. Arshad Abstract This study investigates
More informationMETHODOLOGY. From a thorough review of the related literature, this research proposes the following framework: Fig. Research framework
APPLYING THE THEORY OF INNOVATION RESISTANCE TO UNDERSTAND WHY CUSTOMERS RESIST TO ADOPT ELECTRONIC BILLS THE MODERATING EFFECTS OF PREMIUM, SELF-EFFICACY, AND ENVIRONMENTAL CONSCIOUSNESS Nan-Hong Lin,
More informationInternet Shoppers Perceptions of the Fairness of Threshold Free Shipping Policies
Internet Shoppers Perceptions of the Fairness of Threshold Free Shipping Policies Wen-Hsien Huang, Department of Marketing, National Chung Hsing University. Taiwan. E-mail: whh@nchu.edu.tw George C. Shen,
More informationUnderstanding of Antecedents to Achieve Customer Trust and Customer Intention to Purchase E-Commerce in Social Media, an Empirical Assessment
International Journal of Electrical and Computer Engineering (IJECE) Vol. 7, No. 3, June 2017, pp. 1240~1245 ISSN: 2088-8708, DOI: 10.11591/ijece.v7i3.pp1240-1245 1240 Understanding of Antecedents to Achieve
More informationMaking Sense of Mediating Analysis: A Marketing Perspective
Review of Integrative Business and Economics Research, Vol. 5, no. 2, pp.62-76, April 2016 62 Making Sense of Mediating Analysis: A Marketing Perspective Noor Ul Hadi * Universiti Kuala Lumpur Business
More informationORGANIZATIONAL BEHAVIOR IN A MACEDONIAN HOTEL BUSINESS
ORGANIZATIONAL BEHAVIOR IN A MACEDONIAN HOTEL BUSINESS Mislim Zendeli State University of Tetovo, Faculty of Economics, Department of Tourism Tetovo, Macedonia E-mail: mislim.zendeli@unite.edu.mk Blagica
More informationThe Relationship between Customer Satisfaction and Loyalty with the Bank Performance in IRAN
The Relationship between Customer Satisfaction and Loyalty with the Bank Performance in IRAN Shahnaz Nayebzadeh Department of Management,Yazd Branch, Islamic Azad University,Yazd, Iran Safaieeh, Shoahade
More informationContinuous Usage Intention of Location-based Services (LBS) Technology Among Smartphone Users in Malaysia
Pertanika J. Soc. Sci. & Hum. 25 (S): 303-312 (2017) SOCIAL SCIENCES & HUMANITIES Journal homepage: http://www.pertanika.upm.edu.my/ Continuous Usage Intention of Location-based Services (LBS) Technology
More informationDoes confidence moderate or predict brand attitude and purchase intention?
University of Wollongong Research Online Faculty of Commerce - Papers (Archive) Faculty of Business 2004 Does confidence moderate or predict brand attitude and purchase intention? Lars Bergkvist University
More informationAn Empirical Investigation to Analyze the Brand Equity and Resonance of Banking Services: Evidence from India
An Empirical Investigation to Analyze the Brand Equity and Resonance of Banking Services: Evidence from India vikas gautam, and mukund kumar icfai University, India This study attempts to verify the determinants
More informationMeasuring Customer Satisfaction in the Retail Banking Sector of Iran Using RATER Model
2015, TextRoad Publication ISSN 2356-8852 Journal of Social Sciences and Humanity Studies www.textroad.com Measuring Customer Satisfaction in the Retail Banking Sector of Iran Using RATER Model Seyed Abdullah
More informationExamining the effect of customer experience on service brand evaluation
Examining the effect of customer experience on service brand evaluation Author Yeo, Adrienne, Grace, Debra Published 2004 Conference Title "People First - Serving Our Stakeholders" DOI https://doi.org/10.1108/02610150410787846
More informationAvailable online at ScienceDirect. Procedia Economics and Finance 27 ( 2015 )
Available online at www.sciencedirect.com ScienceDirect Procedia Economics and Finance 27 ( 2015 ) 567 573 22nd International Economic Conference IECS 2015 Economic Prospects in the Context of Growing
More informationValidating the Constructs of Purchase behaviour based on Brand Awareness & Stimuli: A Structural Equation Modelling
I J C T A, 10(8), 2017, pp. 807-812 International Science Press ISSN: 0974-5572 Validating the Constructs of Purchase behaviour based on Brand Awareness & Stimuli: A Structural Equation Modelling G. Madhumita
More informationThe Compositions, Antecedents and Consequences of Brand Loyalty. Chien-An Lin, National Kaohsiung University of Hospitality and Tourism, Taiwan
The Compositions, Antecedents and Consequences of Brand Loyalty Chien-An Lin, National Kaohsiung University of Hospitality and Tourism, Taiwan Asian Conference on Psychology and Behavioral Sciences 2015
More informationA STUDY ON FACTORS THAT DRIVE SATISFACTION AMONG ORGANIZATIONAL USERS OF WATER TREATMENT PLANT
Volume 6, Issue 10 (October, 2017) UGC APPROVED Online ISSN-2277-1166 Published by: Abhinav Publication Abhinav National Monthly Refereed Journal of Research in A STUDY ON FACTORS THAT DRIVE SATISFACTION
More informationInvestigating Online Consumer Behavior in Iran Based on the Theory of Planned Behavior
Modern Applied Science; Vol. 10, No. 4; 2016 ISSN 1913-1844 E-ISSN 1913-1852 Published by Canadian Center of Science and Education Investigating Online Consumer Behavior in Iran Based on the Theory of
More informationExploring the Different Roles of Service Quality, Satisfaction and Perceived Usefulness in Generating WOM in E-service Context
Association for Information Systems AIS Electronic Library (AISeL) Eleventh Wuhan International Conference on e- Business Wuhan International Conference on e-business 5-26-2012 Exploring the Different
More informationExamining factors affecting budget overrun of construction projects undertaken through management procurement method using PLS-SEM approach
Available online at www.sciencedirect.com,-r& Procedia Social and -*:"" ScienceDirect Behavioral ELSEVIER Procedia - Social and Behavioral Sciences 00 (2013) 00lM00 Sciences ~.elsevier.co~ocate/procedia
More informationFactors Influence Customer Loyalty in Kuwait Islamic Banks: An Exploratory Study
Factors Influence Customer Loyalty in Kuwait Islamic Banks: An Exploratory Study Muhamad Abduh 1 Alaa Alobaad 2 Abstract Protecting market share against rival firms is more important than ever due to the
More informationEvaluation Of Knowledge Management System Using Technology Acceptance Model
Evaluation Of Knowledge Management System Using Technology Acceptance Model Jarot S. Suroso jsembodo@binus.edu Astari Retnowardhani aretnowardhani@binus.edu Abraham Fernando fernando.inoer@gmail.com Abstract
More informationInvestigating the determinants of brand equity using Aaker model (Case Study: products of Automobile Anti-Theft System)
EUROPEAN ACADEMIC RESEARCH Vol. II, Issue 10/ January 2015 ISSN 2286-4822 www.euacademic.org Impact Factor: 3.1 (UIF) DRJI Value: 5.9 (B+) Investigating the determinants of brand equity using Aaker model
More informationConsumer Behavior towards Continued Use of Online Shopping: An Extend Expectation Disconfirmation Model
Consumer Behavior towards Continued Use of Online Shopping: An Extend Expectation Disconfirmation Model Min Qin School of Communication, Jiangxi Normal University, P.R. China, 330022 helenqin126@163.com
More informationMARKETING FACTORS AFFECTING CUSTOMER SATISFACTION AND LOYALTY: A CASE STUDY OF THAI FOOD SUPPLIER IN BANGKOK
39 MARKETING FACTORS AFFECTING CUSTOMER SATISFACTION AND LOYALTY: A CASE STUDY OF THAI FOOD SUPPLIER IN BANGKOK Sumit Kumar Bhalla* Tin Zar Lwin* ABSTRACT Food sector in Thailand is growing and reaching
More informationAssessing the drivers of online impulse buying
Assessing the drivers of online impulse buying S-W Chang*, Marketing, Branding, & Tourism Department, Middlesex University, UK G. Loukides*, School of Computer Science and Informatics, Cardiff University,
More informationECOFORUM [Volume 7, Issue 2(15), 2018] THE SERVICE QUALITY DRIVERS OF CUSTOMER EXPERIENCE THE CASE OF ISLAMIC BANKS IN INDONESIA
THE SERVICE QUALITY DRIVERS OF CUSTOMER EXPERIENCE THE CASE OF ISLAMIC BANKS IN INDONESIA Nuri WULANDARI Indonesia Banking School, Indonesia nuri.w.h@ibs.ac.id Andi Novianti MAHARANI Indonesia Banking
More informationManagement Science Letters
Management Science Letters 3 (2013) 1907 1914 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl A study on relationship of brand characteristics
More informationThe Influence of Individual-level Cultural Orientation on ERP System Adoption
Association for Information Systems AIS Electronic Library (AISeL) AMCIS 2004 Proceedings Americas Conference on Information Systems (AMCIS) December 2004 The Influence of Individual-level Cultural Orientation
More informationMARKETING COMMUNICATIONS: FACTORS INFLUENCING BRAND LOYALTY OF INTERNET SERVICE PROVIDER
MARKETING COMMUNICATIONS: FACTORS INFLUENCING BRAND LOYALTY OF INTERNET SERVICE PROVIDER Paramaporn Thaichon. Swinburne University of Technology. PThaichon@swin.edu.au Thu Nguyen Quach. Swinburne University
More informationAvailable online at International Journal of Advanced Studies in Humanities and Social Science
Available online at http://www.ijashss.com International Journal of Advanced Studies in Humanities and Social Science Volume 1, Issue 8, 2013: 1067-1077 The Effect of Brand Communication and Service Quality
More informationAn Empirical Study on Customers Satisfaction of Third-Party Logistics Services (3PLS)
International Conference on Education, Management and Computing Technology (ICEMCT 2015) An Empirical Study on Customers Satisfaction of Third-Party Logistics Services (3PLS) YU LIU International Business
More informationDAFTAR PUSTAKA. Allen, N. J. & Meyer, J. P The Measurement and Antecedents of Affective,
DAFTAR PUSTAKA Allen, N. J. & Meyer, J. P. 1990. The Measurement and Antecedents of Affective, Continuance and Normative Commitment to the Organization. Journal of Occupational Psychology, 63: 1-18. Aminee,
More informationA STUDY ON THE EFFECTS OF CUSTOMER SERVICE AND PRODUCT QUALITY ON CUSTOMER SATISFACTION AND LOYALTY
A STUDY ON THE EFFECTS OF CUSTOMER SERVICE AND PRODUCT QUALITY ON CUSTOMER SATISFACTION AND LOYALTY Dr. V. SENTHILKUMAR Associate Professor, Department of Commerce, Vivekanandha College of Arts and Sciences
More informationAnalysis of Cost Overrun Factors for Small Scale Construction Projects in Malaysia Using PLS-SEM Method
Modern Applied Science; Vol. 7, No. 8; 2013 ISSN 1913-1844 E-ISSN 1913-1852 Published by Canadian Center of Science and Education Analysis of Cost Overrun Factors for Small Scale Construction Projects
More informationPredicting Credit Card Customer Loyalty Using Artificial Neural Networks
Predicting Credit Card Customer Loyalty Using Artificial Neural Networks Tao Zhang Bo Yuan Wenhuang Liu Graduate School at Shenzhen, Tsinghua University, Shenzhen 518055, P.R. China E-Mail: kirasz06@gmail.com,
More informationEuropean Journal of Business and Management ISSN (Paper) ISSN (Online) Vol.6, No.8, 2014
Brand Loyalty and Consumers of Northern Noodles Nigeria Limited: An Analysis of Factors Hadiza Saidu Abubakar Department of Business Administration, Faculty of Social & Management Sciences, Kaduna State
More informationTransformational and Transactional Leadership in the Indian Context
ISSN 2278 0211 (Online) ISSN 2278 7631 (Print) Transformational and Transactional in the Indian Context Dr. Vikramaditya Ekkirala Associate Professor, Institute Of Management Technology, Nagpur, India
More informationAn Investigation on How Brand Attachment and Brand Experience Affect Customer equity and Customer Loyalty
An Investigation on How Brand Attachment and Brand Experience Affect Customer equity and Customer Loyalty Research motivation: In the recent years, many constructs have been developed in the field of branding.
More informationA study on the relationship of contact service employee s attitude and emotional intelligence to coping strategy and service performance
, pp.75-79 http://dx.doi.org/10.14257/astl.2014.70.18 A study on the relationship of contact service employee s attitude and emotional intelligence to coping strategy and service performance Kim, Gye Soo
More informationEmpirical Analysis of the Factors Affecting Online Buying Behaviour
DOI : 10.18843/ijms/v5i3(6)/08 DOIURL :http://dx.doi.org/10.18843/ijms/v5i3(6)/08 Empirical Analysis of the Factors Affecting Online Buying Behaviour Dr. Swati Sachdeva Khosla, Research Associate, UIAMS,
More informationEffect of Smartphone Brand Satisfaction on the Purchase of Other Smart Devices of the Same Brand
, pp. 105-116 http://dx.doi.org/10.14257/ijseia.2016.10.2.09 Effect of Smartphone Brand Satisfaction on the Purchase of Other Smart Devices of the Same Brand Minyoung Noh 1, Myungsin Chae 2, Byungtae Lee
More informationInvestigating the Effect of Brand Experience on Reaction of Sport Goods Consumers (Case Study: Nike and Adidas Sports Apparel Consumers in Iran)
European Online Journal of Natural and Social Sciences 2013; www.european-science.com Vol.2, No.3 Special Issue on Accounting and Management. ISSN 1805-3602 Investigating the Effect of Brand Experience
More informationTHE EFFECT OF PRODUCT PORTFOLIO ON PURCHASE INTENTION IN E-COMMERCE WEB SITES. Dr. Mustafa Emre Civelek & Dr. Adnan Veysel Ertemel
THE EFFECT OF PRODUCT PORTFOLIO ON PURCHASE INTENTION IN E-COMMERCE WEB SITES Dr. & Dr. Adnan Veysel Ertemel OUTLINE PROBLEM IDETIFICATION CONCEPTUAL MODEL HYPOTHESES DIMENSIONS MEASURES AND SAMPLING RESEARCH
More informationEffect of Website Features on Online Relationship Marketing in Digikala Online Store (Provider of Digital Products and Home Appliances)
Effect of Website Features on Online Relationship Marketing in Digikala Online Store (Provider of Digital Products and Home Appliances) Mohammad Larti M.A. Student Business Management, International Business
More information