顧客知覺價值、滿意度、忠誠度與轉換成本間的關係之研究

Abstract-The hospitality industry in Legian and its surroundings is experiencing a rapid development. This results in a higher competition. Padma Resort Legian is one of the hotels that is able to well maintain customers based on comparison data with hotel competitors. This study aims to determine the effect of service quality and marketing mix on customer satisfaction and loyalty at Padma Resort Legian. Research respondents are customers from overseas with a minimum age is of 17 years staying at Padma Resort Legian. The number of respondents were 100 persons, covering male and female. Data were analysed using Partial Least Square analysis (PLS version 3). The result of the study shows that service quality has no significant effect on customer loyalty; service quality has no significant effect on customer satisfaction; marketing mix has significant effect on customer loyalty; marketing mix has significant effect on customer satisfaction; and satisfaction significantly influence customer loyalty. The implication of this research is Padma Resort Legian should pay attention to the indicators of marketing mix for satisfaction increase in order to increase customer loyalty, that is by locating the marketing mix in strategic location and comfortable, spacious and comfortable hotel room. Hotel interior gives psychological comfort to the guests; the ordering and payment process is done easily; the customer gets clear information from various sources, the hotel has skilled and competent employees who are able to provide good service to the customers and the price according to the quality is received by customers. Keywords: Customer Loyalty; Customer Satisfaction; Marketing Mix; Service Quality.

This study aims to study the effect of customer experience and value on customer loyalty and satisfaction in B2B industry which researchers limitedly discussed. The organization needs to implement customer experience management to create value for customers' purchase intention and win the market competition. One essential key to maintaining customer loyalty is good customer experience management. The elements of customer experience management consist of customer experience, customer value, and purchase intention. The research is cross-sectional quantitative research. An online survey using Google Form was carried out using the purposive sampling technique in 2021 and obtained 85 valid respondents who are corporate customers of a food and beverage manufacturing company located in Tangerang. Respondents were asked 23 closed ended on five scales Likert: strongly disagree to strongly agree. Data were analyzed using PLS-SEM (Partial Least Square – Structural Equation Model. The result shows that customer experience significantly affects customer value, loyalty, and satisfaction. Customer value significantly affects customer loyalty but is not significant to customer satisfaction. 
 Customer experience involves the customer's response to the customer's journey. However, the nature of customer experience is quite complicated; therefore, measurement of customer satisfaction and customer loyalty is used more often. Customer value is related to the company’s product excellence, which has a long-term effect resulting in customer loyalty. Therefore, organizations need to focus on building customer experience management and long-term customer value.

The securities market is built on top of people and capital. Therefore, the interaction bewteen investors and a securities dealer is the key point to success. People often say that the securities brokerage industry is at the mercy of the weather, meaning that it all depends on unpreditable market condition. As a result, even when the next bull market emerges, a securities agent may still miss the opportunity if the service has not been maintained to a very high standard. Securities business customers are the most important strategic resources. Profitability and even the very survival of securities dealers depends heavily on factors such as customer satisfaction, customer loyalty, as well as the management and maintenance of long-term relations. In this study, we will analyze data collected from the top ten securities business customers in Taiwan, and propose possible strategies to enhance customer satisfaction and loyalty, given the current context of the expansion of cross-strait economic relations and the deteriorating price competition in the industry. The purpose of this study is to explore the correlation between relationship quality, customer satisfaction and customer loyalty, specifically, we will analyze: 1. Major dimensions of relationship quality, customer satisfaction and loyalty 2. The impact of relationship quality on customer satisfaction 3. The impact of customer satisfaction on customer loyalty. Found results: 1. Relationship quality antecedents (RQA) have a positive impact on relationship quality. 2. Relationship quality antecedents (RQA) have a positive impact on customer satisfaction. 3. Relationship quality has a positive impact on customer satisfaction. 4. Customer satisfaction has a positive impact on customer loyalty.

Globally, the rise and quick development of e-commerce platforms has drastically changed how people make purchases. The affordability of smartphones, greater internet penetration, and enhanced digital payment infrastructure have all contributed to the significant rise in popularity of online marketplaces like Amazon India in India. Customer loyalty and satisfaction are now essential for maintaining profitability and guaranteeing long-term success in this fiercely competitive digital industry. In the context of Amazon India's e-commerce services, this study examines the connection between customer pleasure and customer loyalty. In particular, the study looks at how several aspects of services, such as product quality, delivery time, customer service, cost, and return/refund policies, affect consumer satisfaction, which in turn affects customer loyalty and intentions to make additional purchases. A quantitative approach and descriptive study strategy were used. A structured online questionnaire was used to collect primary data from 150 respondents, who were regular Amazon India customers from a range of demographic backgrounds. To determine the main elements influencing client loyalty and satisfaction, the gathered data was examined using descriptive statistics and correlation analysis. The results show that the most important factors influencing consumer satisfaction are hassle-free return policies, prompt delivery, effective customer service, and high-quality products. Customer loyalty and customer happiness were found to be significantly positively correlated, confirming that happy customers are more inclined to advocate for the company, make repeat purchases, and be reluctant to move to rival platforms. The report also identifies new elements that are becoming more significant in influencing consumer loyalty in India's changing digital retail environment, including website usability, customized shopping experiences, data security, and sustainable company practices. The study ends with practical managerial suggestions meant to improve customer satisfaction, keep devoted clients, and preserve Amazon India's competitive edge. The study's limitations and recommendations for additional research are also covered, highlighting the necessity of comparative and longitudinal investigations across various e-commerce platforms. Keywords: E-commerce, Amazon India, online shopping, customer satisfaction, customer loyalty, product quality, delivery speed, customer service, return policy, and consumer behavior.

本研究主要在探討冷藏咖啡消費者的知覺品質、知覺價值、顧客滿意度與顧客忠誠度間之影響。本研究以台中市各區域的冷藏咖啡消費者為研究對象，共寄發問卷500份，回收有效問卷392份，有效回收率為78.4%。經SPSS統計軟體進行單因子變異數分析、Pearson積差相關分析及徑路分析，實證結果發現如下： 消費者在冷藏咖啡的知覺品質及知覺價值對顧客滿意度都有顯著的正向影響，但整體而言，知覺價值對顧客滿意度的影響大於知覺品質對於顧客滿意度的影響。 對於整體的架構而言，知覺品質會藉由知覺價值及顧客滿意度來影響顧客忠誠度，但不會直接影響顧客忠誠度；而知覺價值才是會直接影響顧客忠誠度的構面；此點可作為行銷策略的訂定。

This study will investigate and explore between independent variables, and dependent variable which consist of several factors that influence burger’s quality in Selangor, Malaysia which affect customer’s satisfaction. The research explain the relationship based on demographics of customers through their loyalty towards customer satisfaction. The findings for demographic factors indicate that there is significant difference in customer loyalty. The increase perception on age of customer will influence positively to customer loyalty which in turn enhances the satisfaction of the customers. How to Cite this Article Pubmed Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri. Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty SRP. 2020; 11(1): 1170-1176. doi:10.5530/srp.2020.1.145 Web Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri. Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty http://www.sysrevpharm.org/?mno=128628 [Access: March 30, 2021]. doi:10.5530/srp.2020.1.145 AMA (American Medical Association) Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri. Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty SRP. 2020; 11(1): 1170-1176. doi:10.5530/srp.2020.1.145 Vancouver/ICMJE Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri. Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty SRP. (2020), [cited March 30, 2021]; 11(1): 1170-1176. doi:10.5530/srp.2020.1.145 Harvard Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri (2020) Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty SRP, 11 (1), 1170-1176. doi:10.5530/srp.2020.1.145 Turabian Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri. 2020. Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty Systematic Reviews in Pharmacy, 11 (1), 1170-1176. doi:10.5530/srp.2020.1.145 Chicago Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri. Mediating Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty . Systematic Reviews in Pharmacy 11 (2020), 1170-1176. doi:10.5530/srp.2020.1.145 MLA (The Modern Language Association) Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri. Mediating Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty . Systematic Reviews in Pharmacy 11.1 (2020), 1170-1176. Print. doi:10.5530/srp.2020.1.145 APA (American Psychological Association) Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri (2020) Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty Systematic Reviews in Pharmacy, 11 (1), 1170-1176. doi:10.5530/srp.2020.1.145

The purpose of research is the role of customer satisfaction, complaint, trust switching cost and corporate image of the effect to customer loyalty.Data was obtained from 200 customer CDMA phone users TelkomFlexy-Trendy Card (PT Telkom) in Surakarta. The data was analyzed by Structural Equation Modelling (SEM).The result is complaint is negative significantly influence to customer satisfaction and corporate image. Customer satisfaction is significantly influence to trust, switching cost and corporate image. Trust, switching cost and corporate image is signicantly influence to customer loyalty. But customer satisfaction is not significantly influence to customer loyalty.Keywords: Customer loyalty, Complaint, Customer satisfaction, Trust, Switching cost, Corporate image.

The aspect of customer loyalty is considered to be one of the important factors driving an organization’s longevity in today’s marketplace, as loyal customers show the desire to buy more the willingness to pay higher prices and engage in spreading the favourable word of mouth. Customer loyalty, along with customer satisfaction, is a consequence of three factors, especially service and product quality. Compared to existing customers, it is a commonly recognised notion that firms pay higher costs for marketing to new customers as the acquisition of new customers is perceived to be ten times more expensive than maintaining existing customers. It can be seen, despite understanding this, which many companies are still struggling to effectively maintain their customers. In view of this scenario, the current research upholds the objective of investigating the connections that take place in the context of the retail industry in Malaysia in the midst of the factors indicated above and consumer loyalty. Many hypotheses were built from a theoretical model for this reason, and the process that was applied to test them was also highlighted. Later on by means of questionnaires, the suggested hypotheses were checked. The findings of the empirical study revealed that service quality, product quality, and consumer satisfaction are three distinct constructs that are combined to measure customer loyalty, indicating that service and product quality have a comparatively greater effect on variable customer loyalty. It is suggested that future initiatives should be aimed at evaluating the effect on consumer loyalty of customer relationships, customer preferences and engagement, as well as extending research to other sectors in order to gain greater insights.

Companies must have a competitive advantage in the products they offer in order to maintain customer loyalty. To achieve the competitive advantage is by experiential marketing and customer satisfaction. This study aims to test: (1) The influence of experiential marketing on the creation of customer loyalty. (2) The influence of customer satisfaction on customer loyalty. (3) The influence of experiential marketing and customer satisfaction on customer loyalty. The population of this research is Imperial Resto Restaurant customers and samples taken as many as 115 respondents, selected by using accidental sampling technique. Collection data using questionnaire and using likert scale. Analyze using descriptive analysis method percentage and multiple regression analysis. The result of research shows that partial of experiential marketing (X1) and customer satisfaction (X2) have significant influence on customer loyalty (Y) because it has t count value greater than t table value and has significance value 0,000 < 0,05. Test results by using the coefficient of determination (R2) shows the number of Adjusted R2 of 0.439 or 43.9%. This means that the independent variables of experiential marketing (X1) and customer satisfaction (X2) together or simultaneously can explain the dependent variable that is customer loyalty (Y) of 43.9%, while the remaining 56.1% is explained by other variables not covered in this research. Keywords : Experiential Marketing, Customer Satisfaction, Customer Loyalty

The role of multidimensional switching barriers on the cognitive and affective satisfaction-loyalty link in mobile communication services: Coupling in moderating effects

Advances in information and Web technologies have open numerous opportunities for online retailing. The pervasiveness of the Internet coupled with the keenness in competition among online retailers has led to virtual experiential marketing (VEM). This study examines the relationship of five VEM elements on customer browse and purchase intentions and loyalty, and the moderating effects of shopping orientation and Internet experience on these relationships. A survey was conducted of customers who frequently visited two online game stores to play two popular games in Taiwan. The results suggest that of the five VEM elements, three have positive effects on browse intention, and two on purchase intentions. Both browse and purchase intentions have positive effects on customer loyalty. Economic orientation was found to moderate that relationships between the VEM elements and browse and purchase intentions. However, convenience orientation moderated only the relationships between the VEM elements and browse intention.

The study examines the relationship among service quality, perceived service value, perceived sacrifice, customer satisfaction, behavioral intention, customer loyalty, word-of-mouth and variety seeking by investigating the purchase of hot spring spa service and hot spring resort hotel. Modern marketing of service industry attributes to the demand of customers. Therefore, the study focuses on the customer aspects. Though issues on”how perceived service value and service quality affects customer royalty and repurchase intention” have been widely discussed, there are still issues worthy further research, especially the derivative factors in individual industries. Hence, the study explores a model that elucidates how service quality and perceived service value affect customers in the repurchase of hot spring service. Especially deserve to be mentioned is that the study also makes further investigation about non-monetary perceived price. In addition, exploring how customer repurchase intention and royalty affect variety seeking as well. This explication may give corporate and managers some suggestions in making marketing program decisions. The study establishes a model to examine the relationship between each construct built in this study by LISREL. The study is to provide references to hot spring hotel managers in making future strategy decision and improving the hot spring resort service to customers. The following is the main conclusion in the study: 1. When the hot spring resort hotel is positioning in luxury segment, there is positive relationship between perceived sacrifice and perceived service value. 2. In the perceived service value model of hot spring resort hotel, the factor to affect customer repurchase intention is mainly through perceived service quality which is determined by customer satisfaction. 3. Among the various kind of hot sprig resort hotel, the royalty of customers expresses in the positive Word of Mouth behavioral intention. 4. The customers positioned in middle or high price level tend to make variety seeking behavior to reduce the uncertainty of the change of their taste.

PurposeThe aim of this paper is to present and empirically validate a conceptual framework that explores the links between the two service features (physical and interactive) and their impact on customer loyalty. It also introduces and investigates the potential intervening role of a single personality dimension (neuroticism) in the relationship between service features and customer loyalty. In addition, examining whether the customer’s switching barriers affect customer loyalty is also an aim of the present study.Design/methodology/approachA structured questionnaire was used to collect data from a sample of 224 customers in the banking industry in Greece. The respondents were picked using simple random sampling. Exploratory and confirmatory factor analyses were used to validate the latent factors of the proposed conceptual framework, whereas their relationships were examined through linear regression analyses.FindingsThe empirical data verify that physical and interactive features of service quality have a significant impact on customer loyalty. The study also concludes that customer neuroticism has an intervening effect on the relationship between service features and customer loyalty. In addition, switching barriers such as confidence benefits, special treatment benefits, switching costs and availability and attentiveness of alternatives affect a bank’s customer loyalty.Practical implicationsThis perspective could improve managerial understanding of the service-quality/customer-loyalty relationship and lead to more focused decisions. During the period of economic Greek crisis, the customers’ learning and understanding, the immediate response to their needs and expectations, the provision of customer services in accordance with their personality type and the establishment a long and effective relationship with them may have an important impact not only on success but also mainly on bank survival.Originality/valuePrevious studies have shown the positive and significant relationship between customer satisfaction and loyalty in the banking industry, but this study extends the literature of consumer behavior theory by examining the distinct role that the physical and interactive service features play in the formation of customer loyalty. While it is known the role of personality in customer satisfaction has not been analyzed sufficiently the effect of neuroticism in the evolution of the above relationship. The present study tries to fill the bibliographic gap focusing on the Greek banking sector in the period of economic crisis.

This study is based on Hwa Fong Tire’s customers, investigating the relationship between Hwa Fong Tire’s customers in regard to brand image, perceived value, service quality, customer satisfaction and customer loyalty. In this study, we used Hwa Fong Tire’s customers as the object of the study and investigated by using questionnaires. Total 500 questionnaires were given, and there were 488 valid questionnaires. The effective rate was 97.60%, and confirmatory factor analysis, Pearson correlation, descriptive statistic, canonical analysis, ANOVA and multiple regressions were used for the statistical analysis. The results are found below, brand image, perceived value and service quality have positive impact to customer satisfaction, and brand image, perceived value, service quality have positive impact to customer loyalty. Finally, customer satisfaction has positive impact to customer loyalty, and furthermore, customers in different ages or different educational background have different circumstances exist between brand image, perceived value, service quality, customer satisfaction and customer loyalty.

&#x0D; This study aims to analyze 1) the influence of loyalty program benefits on customer satisfaction, 2) the influence of loyalty program on customer loyalty, 3. the influence customer satisfaction on customer loyalty, and 4) the role of customer satisfaction in mediating the relationships of the customer loyalty program and customer loyalty to mobile service providers in Jambi City. To test the benefits of the constructs, a model was developed as a conceptual framework of the research. A total of 202 samples were collected from the mobile user population in Jambi city. Structural Equation Modeling (SEM) with Smart PLS was applied to assess the research model and to test the hypothesis. The result confirmed that the influence of loyalty program benefits directly and significantly affects customer loyalty at coefficient path 0,237 (t statistics = 2,669 &lt; table 1, 96). Customer perceptions significantly affects customer satisfaction at coefficient path 0.625 (t statistical = 2,669 &gt; T table 1, 96). Customer satisfaction also has a significant effect on customer loyalty at path coefficients 0.256 (t stats = 2,893 &gt; T table = 1, 96), and it partly mediates the relationship between Loyalty Programs and customer loyalty