• 정보관리연구
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• 제40권1호
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• pp.183-197
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• 2009

With development of the internet, internet shopping is taking its place as one of digitalization industries transcending time and space beyond the scope of commercial activities as the means of goods sales and purchase. We studied about the relations of customer value, environment of internet shopping mall, customer satisfaction and loyalty. Customer value is customers' subjective evaluation, which is formed after their purchasing and consuming. Customer satisfaction can be characterized as post-purchase evaluation of product quality given pre-purchase expectations. Customer loyalty is a potentiality or ensure of durative relationship between customer and enterprises. Customer satisfaction functions as an antecedent of customer loyalty, while customer value does customer satisfaction. It prevents customer churn and consolidates retention, thereby constituting an important cause of customer loyalty. This study shows that customer value, environment of internet shopping mall and customer satisfaction are each found to have a direct effect on customer loyalty. The results provide empirical support for relation between customer satisfaction and loyalty. To increase customer satisfaction and customer loyalty in internet shopping mall is the primary purpose of this study. We believe that only high quality based customer programs accompanied by well designed loyalty programs can be effective in increasing customer retention.

• 유통과학연구
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• 제19권1호
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• pp.115-124
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• 2021

Purpose: This study examines the effects of several brand variables on customer satisfaction and brand loyalty. Research design, data, and methodology: The survey was conducted on a community with 302 city residents in Greater Jakarta as consumers of lighting products. The constructs were arranged based on several independent variables such as brand experience, brand relationships, and brand trust on customer satisfaction and brand loyalty. Customer satisfaction was positioned as an intervening variable to examine the effects on brand loyalty. Results: The consumer's experience determines the attitude and satisfaction at the next action. Brand experience significantly influences customer satisfaction and brand loyalty. Meanwhile, a brand association related to the benefits of the product concerned so that the relationship also affects customer satisfaction and brand loyalty. However, the brand relationship does not affect brand trust. Consumers do not readily believe without experience. Conclusion: The consumer's experience significantly influences satisfaction and brand loyalty, both direct and indirect. Brand relationships affected customer satisfaction and had a direct effect on brand loyalty. Likewise, brand trust has a direct effect on brand loyalty. The findings' implications emphasize the importance of brand owners to provide positive, memorable experiences to the consumers.

• The Journal of Asian Finance, Economics and Business
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• 제8권3호
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• pp.1327-1338
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• 2021

This study aims to examine how experiential marketing and location influence customer loyalty mediated by customer satisfaction. This study's population was Cafe Excelso Rinjani customers in Semarang, Indonesia. The sampling employed a purposive sampling technique, with the following criteria: customers who visited and enjoyed Cafe Excelso Rinjani and aged more than 17 years. Data analysis used multiple regression analysis, and a single test was utilized to test for mediation. The results revealed that experiential marketing positively and significantly affected customers satisfaction. It showed that the better the experiential marketing was done, the more customer satisfaction would be. Location positively and significantly influenced customer satisfaction. It indicated that the more strategic the location, the more customer satisfaction increased. Meanwhile, experiential marketing had no impact on customer loyalty. Location positively and significantly affected customer loyalty at Cafe Excelso Rinjani Semarang. It denoted that the more strategic the location, the more customer loyalty increased. Besides, customer satisfaction had a positive and significant effect on customer loyalty. It signified that, when customer satisfaction increased, customer loyalty would increase. Finally, customer satisfaction perfectly mediated the influence of experiential marketing on customer loyalty, and customer satisfaction mediated the effect of location on customer loyalty.

• 한국식생활문화학회지
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• 제24권5호
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• pp.496-505
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• 2009

This study was conducted to provide basic data and insight into behaviors that result in increased continuous sales and competitiveness. This was done by examining the effect of personal involvement on customer satisfaction and trust, the effect of customer satisfaction on switching cost and loyalty, the effect of trust on switching cost and loyalty and by analyzing the indirect effect of trust and loyalty to personal involvement on switching cost and loyalty of the patrons of casual dining restaurants. In order to achieve the goals of the study, a hypothesis and structural equation were proposed based on preceding research and the proposed model was analyzed using LISREL 8.30 to prove the hypothesis and better understand the interactions between the cause and effect. The results were as follows: Six proposed hypothesis were chosen and the indirect effect was verified. In other words, customers' personal involvement was shown to have an effect on trust and devotion and satisfaction influenced switching cost and loyalty. Trust had an effect on switching cost and loyalty and by analyzing the indirect effect the customers' personal involvement was shown to affect the switching cost and loyalty through satisfaction and trust. The result of this analysis provides clues to better understand the eating-out behavior of customers and proves that personal involvement, satisfaction, trust, switching cost and loyalty are directly and indirectly related.

• 한국항공운항학회지
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• 제22권1호
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• pp.95-107
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• 2014

A customer loyalty program (i.e., FFP) has become more important to keep loyal customers especially for legacy airlines. Therefore, the researchers intended to examine the elements of an airline loyalty program and how these elements influenced the effects of the loyalty program. To set up the research framework, the commitment-trust model (i.e., KMV model) in the loyalty program was used in this study. Shared values, benefits, serviceabilities, and affiliated companies were considered as independent variables (i.e., elements of FFP). Trust and commitment added as mediating variables and customers' loyalty were examined as a dependent variable. A survey has been conducted. All independent variables had positive relationships with trust and commitment and trust influenced commitment. Lastly, the mediating variables had positive effects on customers' loyalty.

• 유통과학연구
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• 제12권5호
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• pp.5-13
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• 2014

Purpose - We seek feasible strategies to draw customers into a state of attitudinal/behavioral loyalty through perceived quality and perceived risk in the experienced food industry. Research design, data, and methodology - We utilize the LISREL model to examine the cause and effect relationships between customer loyalty, perceived quality, perceived risk, and three marketing proposals (brand image, store image, and promotion). We employed the quota sampling method to conduct the survey questionnaires, collecting365 effective customer samples in coffee shops/stores in Taipei City. Results - We find that store image substantially benefits consumer loyalty through perceived quality. Marketing managers can enhance store environment and atmosphere to elicit both attitudinal and behavioral aspects of customer-perceived quality and loyalty. Conclusions - This is the first paper to investigate simultaneously customer loyalty across brand image, store image, and promotion/marketing proposals in the food industry. Managers can promote brand image and store image at the same time to enhance customer-perceived quality.

• 통상정보연구
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• 제9권2호
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• pp.141-160
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• 2007

Though the brand management of trade shows are increasingly important, there are few studies with this theme. This research studies what factors have an effect on the brand loyalty of trade shows. To this purpose, we conduct empirical study on the relationship among perceived quality, perceived value, image of the trade show with attendee's satisfaction and loyalty of trade show. The results of this study are as follows: (1) Perceived quality has a direct effect on perceived value and satisfaction of trade show and indirect effect on attendee's loyalty of the trade show. (2) Perceived value has a direct effect on attendee's satisfaction and indirect effect on attendee's loyalty of the show. (3) Trade show image has a direct effect on perceived value, attendee's satisfaction and loyalty of the trade show. Especially, image has the greatest effect on attendee's satisfaction and loyalty of the show. This means that the trade show image a critical variable in the brand management of the show.

• Asia pacific journal of information systems
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• 제13권1호
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• pp.171-195
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• 2003

Providers for the commercial web sites are seriously competing for attraction and retention of customers. However, customer loyalty in the on-line business could be determined by factors different from those in the off-line business. In this paper, determinants for the customer loyalty in the on-line business are analyzed as two parts. The first part includes determinants that foster voluntary customer loyalty, such as satisfaction, self-involvement, and positive characteristics of Internet. The second part includes determinants that foster involuntary customer loyalty, such as switching barrier and bonds. Through the empirical study of 399 survey of Korean Internet users, both voluntary and involuntary factors contributing to the customer loyalty were found. Also, relationship between the positive characteristics of Internet and customer loyalty were found. The understanding of the determinants of customer loyalty will be an important information developing a winning strategy in the on-line business.

• 디지털산업정보학회논문지
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• 제10권1호
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• pp.169-179
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• 2014

Customer loyalty in on-line context could be determined not only by voluntary factors but also by involuntary factors. Even though customer doesn't satisfy with certain technology and service, customer loyalty could be fostered by involuntary factors such as network effect, bonds, and switching cost. The purpose of this study is to investigate the determinants of customer loyalty on SNS in terms of voluntary and in voluntary factors. Based on prior studies on satisfaction and customer loyalty, usability and familiarity were identified as voluntary factors and network effect, bonds, and switching cost were identified as involuntary factors. Through the empirical study of 199 survey of SNS users, voluntary factors are found to be significantly related to the satisfaction and customer loyalty. Among involuntary factors, bonds are not found to be significantly related to customer loyalty.

• Asia pacific journal of information systems
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• 제28권4호
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• pp.290-307
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• 2018

In this research, we study the impact of the factors that predict consumer loyalty of mobile payments and mobile wallets usage in Thailand. We developed a research model based upon previous findings where we propose and examine four constructs of personal innovativeness, consumer attitudes, consumer satisfaction and loyalty. In general, all of the hypotheses were supported by variables related to consumer loyalty with mobile wallet usage. Personal innovativeness analyzed due to its potential mediation effect on loyalty, both from attitudes and from satisfaction. It was found that personal innovativeness was a mediator construct in predicting consumer loyalty. The overall model provides value to the mobile payment and mobile wallet application providers in term of improving service efficiency and business strategies to secure Thai consumer loyalty.