... The results reveal that both logistics operations service quality and after-sales service quality positively impact customer satisfaction and trust. Trust, in turn, significantly influences customer loyalty, and it is enhanced when customers receive satisfactory services. The study demonstrates that customer...

... and price fairness, which, in turn, lead to formation of customer satisfaction and customer loyalty. This study demonstrates the magnitude of corporate image as an enabler of market dominance, recognizing that superior corporate image can become a first mover advantage and competitive advantage...

...-related factors (CE, customer satisfaction and customer loyalty) and performance-related factors (financial performance). Practical implications The study conceptualises a “total” CE framework that banks can use to enhance their online presence. Banking service providers could also analyse...

... magnifies customer loyalty (CL). The study also posits that CT partially mediates between the nexus of PSI and BR on the one side and CS on the other. Moreover, perceived risk moderates the association between CS and loyalty. Research limitations/implications The study demonstrates indispensable drivers...

...Shu-Mei Tseng Purpose The purpose of this study is to examine the impact of the relationship quality on customer loyalty. The moderating role played by online service recovery in this study is further discussed. Design/methodology/approach A quantitative Web-based survey study was conducted...

... affects these customer loyalty and disloyalty dimensions. A public intercept survey collected data from 480 supermarket customers. Statistical package for the social sciences was used to provide descriptive and inferential analysis. Insights have been provided to increase customer...

...-use rights only The purpose of this study is to investigate the impact of service recovery dimensions on customer satisfaction and, subsequently, on customer loyalty in the context of the hotel industry. A self-administered questionnaire was distributed to 500 respondents who had...

... and customer loyalty in Indonesia’s casual dining restaurant industry. Design/methodology/approach To achieve the research objectives, two consecutive studies were conducted. The first study was an exploratory study involving two focus group discussions and survey with self-administered questionnaires...

...Eleni Koutsothanassi; Nancy Bouranta; Evangelos Psomas Purpose The 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...

... demonstrate that customer engagement has the most influential effect on passenger loyalty, followed by customer satisfaction. Customer satisfaction has the largest total effect on customer engagement. Service quality, perceived value and customer satisfaction also indirectly affect customer loyalty through...

..., and the nonlinear impact of these dimensions, and customer satisfaction, on customer loyalty. Findings – The results show that there is a nonlinearity between quality dimensions, customer satisfaction and loyalty. The dimension “service accessibility/speed” has a one-dimensional impact on customer...

...). E‐S‐QUAL includes the following four dimensions: Greece Consumer behaviour Customer services quality Electronic commerce Web sites E‐S‐QUAL Electronic service quality Perceived value Customer loyalty The use of internet as a mean of shopping goods and services has been growing...