The purpose of this study is to provide a casual model to explain the effect of relationship quality on customer loyalty via mediating effect which night provided by customer satisfaction. The proposed casual model of three variables is developed. Structure equation modelling is conducted to explore customer group homogeneously and examine the mediating effect. The results indicate that relatio...

Sustainability has become a strategic focus within many modern organizations. This is largely attributed to increased public awareness and changes in consumer behavior. One recent trend, ‘ethical consumerism (EC),’ occurs when consumers purchase the goods and services from businesses that share their values. In response, many businesses are adopting ‘causerelated marketing (CRM)’ campaigns to a...

The expectation-confirmation model (ECM) has been applied to investigate the satisfaction with and continuance of information technology (IT) after its adoption. However, the ECM assumes that the satisfaction-continuance relationship is linear. In the electronics market, however, such a linear relationship may be susceptible to the influence of new variants unique to the Internet. In addition, ...

Online travel communities are an increasing phenomenon that is motivating deep changes in the travel industry. The purpose of this work is to explain consumer intention to participate in these communities and loyalty to the firm that hosts the community. To do that, we propose a model that integrates Theory of Planned Behavior (TPB), Technology Acceptance Model (TAM) and Social Identity Theory ...

Purpose – This research seeks to explore the factors predicting customer loyalty in retail banking. Loyalty was measured in terms of a customer’s willingness to recommend a bank and their intention to remain with their main bank short-term (in the next six months) and long-term (from six months to five years). Design/methodology/approach – The study was based on a mail survey of 1,951 individua...

Customer loyalty or repeat purchasing is critical for the survival and success of any store. By focusing on online stores, this study investigates the repeat purchase intention of experienced online buyers based on means-end chain theory and prospect theory. In the research model, both utilitarian value and hedonic value are hypothesised to affect repeat purchase intention positively. Perceived...

This study aims to determine the effect of Brand Equity (X1), Customer Satisfaction (X2), on Repurchase Intention (Y) through Loyalty (Z) as an intervening variable in D'Konkrit Coffee & Food. type research is quantitative by taking samples from 150 customers d'concrete coffee food who have made purchases or visited d'konkrit subjects. Sampling used purposive sampling technique, and data co...