... , christian-nedu.osakwe@uir.ac.ma 25 08 2024 20 02 2025 27 07 2025 26 09 2025 09 04 2026 19 04 2026 © Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only ISS model Customer loyalty Consumption value MENAP Pessimism Well...

... the service quality of AI-enabled neo-banking services and their impact on online brand experience, customer trust and customer loyalty in an emerging economy such as India. Design/methodology/approach A “cross-sectional design” was employed to collect primary data from 439 consumers through a “self...

...Michael Mba Allan; Clemence Alomenu; Peter Anabila Purpose The study investigates service quality in developing customer loyalty in Ghana’s auto detailing industry. The study also examines how customer satisfaction and service innovation indirectly and positively influence the relationship between...

.... The research results indicate that CBI has a greater influence on improving customer loyalty than perceived value. Originality/value This study contributes to limited research on the serial mediating effect of value and CBI in the quality-loyalty relationship. It also provides empirical evidence...

... trust and customer loyalty. Design/methodology/approach The research instrument is developed based upon the mostly validated measures of prior studies. A pretest of the questionnaire is conducted to assess the content validity of the measurement scales. An online survey is used to collect...

... way of categorizing customers through loyalty priority number (LPN) is proposed. LPN was designed as a major segmentation criterion consisting of customer loyalty rate, frequency of purchase of products or services and value of purchases. Using the proposed approach allows to categorize customers...

... on the principles of linear regression and combines multiple regression aspects with factor analysis, in order to estimate a series of interrelated relationships. Findings The results confirm a positive influence of satisfaction on customers’ loyalty to the retail store. The study also shows the importance...

...Durgesh Pattanayak; Maddulety Koilakuntla; Plavini Punyatoya Purpose The purpose of this paper is to examine the effect of total quality management (TQM) on service quality (SQ), market orientation (MO) and the subsequent effect on customer satisfaction (CS) and customer loyalty (CL). The research...

... services from different activities and high levels of customer loyalty. Research limitations/implications – The research is limited to a single country focus of Hong Kong retail banking. The generalizibility of these findings is therefore limited to this context. Practical implications...

... responses to customer loyalty if they boost customers’ satisfaction through excellent service quality improvement actions. Social implications – The best way to enhance the welfare of the consumers of automobile repair services in Ebonyi State is by improving the empathy, tangibles, responsiveness...

... and customer loyalty is discussed with the path analysis method. Findings – The results show that the contribution of empathy to the total service quality ranks the top. At the same time, empathy has a strong impact on customer satisfaction and customer loyalty. Practical implications – It is very...

... goal is to investigate the antecedents of satisfaction and loyalty of Chinese and Swiss fast‐food consumers. Service quality has a direct impact on customer satisfaction and an indirect impact on customer loyalty. However, there are several more factors that must be taken into account...

... and behavioral outcomes such as customer loyalty. Interrelationships among these variables are also considered. The data are analysed using LISREL VIII as the proposed research model consists of a simultaneous system of equations having latent constructs and multiple indicators. Findings Overall...

... to understand the critical factors that influence customer loyalty and satisfaction in the fast food industry and help them make improvements accordingly. Pruyn and Smidts (1993) pointed out that objective waiting time influences satisfaction mainly via a cognitive route, through perceived waiting time...