This study aims to investigate the mediating effects of consumer satisfaction on the relationship between consumer-based brand equity and brand loyalty in the hotel and restaurant industry. Based on a sample of 378 customers and using structural equation modelling approach, the five dimensions of brand equity—physical quality, staff behaviour, ideal selfcongruence, brand identification and life...

This study examines the usefulness of the theory of transaction cost economics (TCE) for the online travel market and investigates customer satisfaction and loyalty with the transaction cost over the Internet taken into account. Using structural equation modelling (SEM), the authors identify the relationships among the antecedents (uncertainty, personal security and buying frequency), the media...

This study aims at identifying the main dimensions of logistics service quality (LSQ) and analysing their effects on satisfaction and loyalty in B2B settings. For this purpose an integrative structural model of logistics service performance impact on satisfaction and loyalty is proposed and tested in a self-built logistics setting. On evidence drawn, through a dedicated research instrument, fro...

Purpose The purpose of this paper is to examine the impact of the relationship marketing underpinnings, namely: commitment; competence; communication and conflict handling on the one hand and customer loyalty on the other, as well as the mediation effects of trust and relationship quality. Design/methodology/approach Bank customers in Kota Kinabalu, Malaysia were surveyed using a questionnaire....

The current paper studies the influence of various factors on customer loyalty. The main hypothesis of the study insists that the list of most important factors affecting loyalty is dependant on the level of loyalty of costumers. LOGIT method was used for testing the hypotheses on the sample of survey data about 1000 private customers of the biggest telecommunication company in Estonia. The res...

The purpose of this study is to test s structural equation model which aims to explore the extent to which customer lifetime value (CLV) is impacted by customer perceptions of value, satisfaction, and loyalty. A series of examinations revealed that (1) customer value (CV) impacts customer satisfaction and loyalty directly and positively; (2) customer satisfaction is directly and positively rela...

Research on online auctions has attracted much attention from both practitioners and academicians. This paper aims to apply stimulus-organism-response (S-O-R) paradigm to construct the model of eloyalty of online auction websites. Technology effectiveness, network effect, and product diversity are determinants proposed to influence customers’ brand perceptions, which in turn, affect e-loyalty. ...

The objective of this paper is to identify the impact of service quality on customer relationship management and customer loyalty in the Indian telecom sector. Service quality has been considered as independent variable whereas customer relationship management and customer loyalty were considered as dependent variable. Five antecedents of service quality have been considered in this study viz. ...

Research in traditional (bricks-and-mortar) services has broadly supported the link between service quality and customer loyalty. Given the significance of customer loyalty for the profitability of eservices, it is important to ascertain whether the established role of service quality as a driver of loyalty in traditional services translates to e-service settings. An important feature which dif...

This study investigates determinants that cause mobile phone customers to transit from being loyal to switching. By examining what keeps customers loyal, and then examining what provokes or entices the same customers to switch, the findings suggest that the transition from loyalty to switching may be due to changes in the underlying determinants as well as new determinants. The study concludes ...