... engagement to have an effect. These findings remain robust when considering only Ukrainian-headquartered banks or only traditional banks with physical branches, underscoring the central role of digital engagement in maintaining customer loyalty during crisis. Practical implications Banks operating...

...Abd-Elrahman Hassanein Abd-Elrahman Purpose This study aims to empirically explore telecommunications service quality (SQ) and its impact on the customer loyalty (CL) through a mediating impact of customer satisfaction (CS) during the COVID-19 pandemic crisis. Design/methodology/approach...

... in a developing country. This paper develops a research framework and assesses the mediating role of trust, customer-company identification (CCI) and electronic-service quality (E-SQ) between customer perceptions of CSR and customer loyalty. Design/methodology/approach Working with a sample of 280 banking...

.... is the corresponding author and can be contacted at: sreejeshibs@gmail.com 30 06 2014 27 05 2015 24 08 2015 03 10 2015 04 10 2015 © Emerald Group Publishing Limited 2016 Emerald Group Publishing Limited Licensed re-use rights only Store loyalty Customer loyalty Store...

... least squares structural equation modelling technique. Findings – Although the two competing models support all the hypothesised relationships as expected, the disaggregated model of relationship quality was found to be a better predictor of customer loyalty than the composite model...

...Olgun Kitapci; Ibrahim Taylan Dortyol; Zührem Yaman; Mustafa Gulmez Purpose The aim of this study is to determine the paths between the five SERVQUAL dimensions, customer satisfaction and customer loyalty. Design/methodology/approach The paper is based on a sample of 505 supermarket customers...

... Consumer behaviour Social media Social networking sites Brands Communities Brand community Facebook Customer engagement Relationship benefits Customer loyalty Customer satisfaction Brand communities offer both firms and customers new ways to engage with each other. Whilst companies aim...

... the data used in our empirical analysis. © Emerald Group Publishing Limited 2011 Consumer behaviour Customer loyalty Brand loyalty Marketing strategy Customer retention Though popular, these dichotomous classification approaches are subject to the following limitations...

...Hardeep Chahal; Neetu Kumari Purpose This paper aims to examine the three dynamics of customer relationship management (CRM), namely, service quality (SQ), customer satisfaction (CS) and customer loyalty (CL) (long‐term relationship) in the healthcare sector. It specifically investigates...

... about negative experiences related to banking and this is the attribute of loyalty. Lam et al. (2004) defined customer loyalty as being inclined to recommend a service provider to other customers and repeatedly patronize the provider. One key definition was offered by Oliander (1999 , p. 34...

... in four service settings: financial services, retailing, entertainment and transportation services. Findings Both factor‐ and reliability analyses provided satisfactory results. Surprisingly, company satisfaction was not interpreted as a conceptually distinct construct from customer loyalty...