... attribution to the original publication and authors. The full terms of this licence may be seen at Link to the terms of the CC BY 4.0 licence . Tourism Surveys Regression analysis Customer loyalty Museum Touchpoints Over time museums have undergone a significant transformation, becoming...

... a strong relationship with customer loyalty. Moreover, price fairness is the only predictor that can influence customer loyalty directly and indirectly via customer satisfaction. Practical implications The current study’s results provide valuable information for managers in the shrimp feed industry...

...Akuthota Sankar Rao; Damodar Suar; Bimal Kishore Sahoo Purpose This study examines whether customer-perceived employee competence (CPEC) furthers customer loyalty through justice perception and affection, and whether gender and service failure moderate these relationships. Design/methodology...

... Publishing Limited Licensed re-use rights only E-Commerce Information quality Service quality Customer loyalty Customer experience Customer satisfaction Digital transformation Business model Go-to-market strategy COVID-19 In the digital age, the relationships between companies...

...Jeeva Venkatakrishnan; Ravikumar Alagiriswamy; Satyanarayana Parayitam Purpose This research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the relationship between e-service quality and customer...

...Rezarta Sallaku; Vania Vigolo Purpose Drawing on social exchange theory, this study clarifies the roles of authenticity, interactivity and involvement in predicting customer engagement (CE) and, ultimately, customer loyalty towards an online peer-to-peer accommodation platform. In addition...

.... Thus, restaurant managers and academicians seek to identify the tangible and intangible perceived quality factors that can enhance consumers' memorable experiences (Cao et al., 2019 ; Stone et al., 2018). Consumer behaviour Customer loyalty Customer service management Food...

... quality Customer trust Customer engagement Customer loyalty Bank 4.0 Technological developments have touched various industrial sectors, including banking. Various information technology-based innovations have been launched by the banking sector to serve the public. One of which is Bank 4.0...

...Prateek Kalia; Robin Kaushal; Meenu Singla; Jai Parkash Purpose The purpose of this paper is to determine the role of service quality (SQ), trust and commitment to customer loyalty (CL) for telecom service users. Further, the moderating role of gender, marital status and connection type within...

... programmes incentives. Conversely, Channa et al. (2020) found an insignificant relationship between customers' loyalty and CBs. Repurchase intentions (RIs), word of mouth (WOM) and willingness to pay more (WPM) are the common measurements of brand loyalty (Ong et al., 2018...

...Fadi Abdel Muniem Abdel Fattah; Khalid Abed Dahleez; Riyad Neman Darwazeh; Abrar Mohammed Mubarak Al Alawi Purpose This study aims to examine the influence of service quality (SQ) on customer loyalty (CL) and the mediating role of customer satisfaction (CS) and customer perceived value (CPV...

... and customer loyalty in the Greater Accra Region of Ghana. Design/methodology/approach Using a sample of 753 respondents (bank customers), the study employs the structural equation modelling (SEM) using Smart-PLS to test the nature of relationships between service quality, customer satisfaction...

... banking services. The findings of this study also revealed that customer satisfaction has positive and significant relationship with customer loyalty. But except respondents' occupation type, all other demographic variables have no statistically significant relation with customer satisfaction. Research...

...Syed Ali Raza; Amna Umer; Muhammad Asif Qureshi; Abdul Samad Dahri Purpose This study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect the structural association between Internet banking...

...Andriani Kusumawati; Karisma Sri Rahayu Purpose To test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced outdoor cafés in the hilly areas of Joyo Agung, Malang. Design/methodology...

... hypotheses. Findings The findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing...

... of a service and to recommend the service to others, making customer retention “highly profitable” and effective in helping gaining new customers. Satisfied customers are more likely to continue buying the services and engage in positive word-of-mouth. For customers, loyalty has also benefits in terms of time...

... Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only Quality management Organizational structure Corporate image Value analysis Customer satisfaction Customer loyalty In order to obtain greater benefits, all the wine companies desire to know how they can...

...Ernest Emeka Izogo Purpose The purpose of this paper is to examine how firms can influence customer loyalty through customer commitment by leveraging two constructs of service quality: service assurance and service reliability. Design/methodology/approach The analyses are based on 138...

... cultural context. The purpose of this paper is to measure service quality of Pakistani Islamic banks through validating a culturally sensitive scale: PAKSERV. Furthermore, the path from service quality to customer loyalty has been presented through applying PAKSERV service quality scale. Design...