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Customer loyalty in the sport services industry: the role of service quality, customer satisfaction, commitment and trust
Seyed Reza Seyed Javadein,Amir Khanlari,Mehrdad Estiri
International Journal of Human Sciences , 2008,
Abstract: Despite the fact that customer loyalty is essential for business survival, the relationship between perceived service quality and customer loyalty remained relatively underdeveloped and a review of these studies indicates that validity and reliability issues have yet to be fully addressed. This shortage is more intense in the context of sport and there have been very limited attempts to investigate the relationship between service quality and loyalty in the context of sport. This study examined the generalizability of a previously validated model concerning how customer perceptions of quality of services provided affect customer loyalty in the sport services industry. For this, data were collected from 437 sport service users include some different sport area. The a priori proposed model concerning service quality perceptions and customer loyalty was tested using structural equation modeling techniques. The proposed model was determined to fit the data reasonably well. These results indicate that customer loyalty can be explained by customers’ perceptions of the service quality of sport services provider. The theoretical and practical implications of the model within the framework of sport services management are discussed.
Improving Baggage Tracking, Security and Customer Services with RFID in the Airline Industry
Deepti Mishra,Alok Mishra
Acta Polytechnica Hungarica , 2010,
Abstract: Radio frequency identification (RFID) has been identified as one of the tengreatest contributory technologies of the 21st Century. This technology has found a rapidlygrowing market, and an increasing variety of enterprises are employing RFID to improvethe efficiency of their operations and to gain competitive advantage. In the aviationindustry, major airports/airlines have been looking for the opportunity to adopt RFID inthe area of baggage handling for a long time. Many pilot tests have been done at numerousU.S., European, and Hong Kong airports. RFID tags were found to be far more accuratethan bar codes, and their performance was also measured to be well above that of barcodes. This paper presents the state of RFID adoption planning, architecture andimplementation at a major airline, with a special focus on improved services due toimproved baggage handling, on increased airport/airline security and on frequent flierprogram services. This is accomplished by integrating RFID technology together withnetworking and database technologies.
Customer Satisfaction Fuzzy Cognitive Map in Banking Industry  [cached]
S. M. Reza Nasserzadeh,M. Hamed Jafarzadeh,Taha Mansouri,Babak Sohrabi
Communications of the IBIMA , 2008,
Abstract: Customer satisfaction is one of the key factors in modern marketing and customers’ behavior analysis. Banking industry is one of the numerous services in which the customer satisfaction has had an ever increasing importance in the corresponding research areas. The problem here is the complexity of dealing with customer satisfaction due to superabundant factors engaged in it. In this paper the applications of Fuzzy Cognitive Maps (FCM’s), as a decision making tool, in banking industry, a very vital part of a country’s economy, have been discussed. The objective is to simulate and represent the factors affecting customer satisfaction with bank’s services which is considered both a tool and a need in today’s competitive society. The resulting Customer Satisfaction Fuzzy Cognitive Map from Mellat Bank’s workers’ opinions gives a clear perception of factors affecting customer satisfaction and their relations which help decision-makers analyze and come to their related decisions.
Interaction of Employee Loyalty and Customer Loyalty in the Service Industry
Manijeh Gharacheh,Monireh Dabooeian
New Marketing Research Journal , 2011,
Abstract: The subject of customer loyalty is a focal concern of marketers who seek to identify its antecedents and casual structure with the aim of better understanding of its relationship with employee loyalty, particularly in the service sector. In the service industry the role of staff in creating value is significant, therefore it is argued that maintaining customer loyalty is almost impossible without having loyal employees, since loyal employees offer higher quality services and make major contribution to customer satisfaction and loyalty. The purpose of this study is to evaluate the relationship between employee loyalty and customer loyalty in the service industry. Data has been collected using a sample of 303 employees and 356 customers of Shahrvand and Refah chain stores, respectively. The four hypotheses have been tested by Structural Equation Modeling and Pearson Correlation analysis. Findings imply that employee loyalty and customer loyalty are strongly interdependent. Also, there is a positive and significant relationship among employee loyalty and service quality, service quality and customer satisfaction and customer satisfaction and customer loyalty.
Innovation in Banking Industry: Achieving Customer Satisfaction  [PDF]
Clement Achimba, Jared Opiyo Ongonga, Samson Mecha Nyarondia, Amembah A. Lamu Amos, Michael Okwara
Open Journal of Business and Management (OJBM) , 2014, DOI: 10.4236/ojbm.2014.24031
Abstract: This paper examines the effects of technology in the banking industry. Based on an expansive review of literature, the paper describes various factors in this area. Technology has a direct effect on the functioning of the banks. With technological advancement, the customers benefit and the bank gains by getting more clients. Most businesses desire to offer the best services, products and customer relations to their customers because these activities increase the retention rate of customers. These activities also have a direct effect on customer satisfaction. But it’s the complexity of this process that brings a challenge to marketers. The paper looks at technological aspect of the process. This is because for any marketer or business practioner to succeed at managing a good customer relationship program, there is need for the adoption of supportive technology. This type of technology assists in the managing of the process through the maintainance of a customer data base, implementation and monitoring. Using a case study approach [1] shows that one of the business units she studied was able to achieve a 270% increase in business unit profits (above target) by implementing several straightforward Customer Relationship Management (CRM) measures. The paper analyses the nature of the banking industry and the role of technology in the Customer Relationship Management process and its implementation.
Strategy of Ukraine : Economics, Sociology, Law , 2011,
Abstract: На основ досл дження економ чних процес в д яльност п дпри мств транспортно галуз визначено основн п дходи лог стичного управл ння як стю транспортних послуг та сформовано механ зм забез-печення ефективност впровадження лог стичних систем управл ння як стю. Based on the study of economic processes of the transport industry identified key approaches of quality management logistics transport services and created a mechanism to ensure effectiveness of implementation of logistics quality management systems. На основании исследования экономических процессов деятельности предприятий транспортной отрасли определены основные подходы логистического управления качеством транспортных услуг и сформирован механизм обеспечения эффективности внедрения логистических систем управления качеством.
Investigating the Relative Importance of Customer Recovery Strategies in the Hospitality Industry  [cached]
Nkanikpo Ibok Ibok,Sunday Umana Victoria,Godswill Agu Agu
Canadian Social Science , 2012, DOI: 10.3968/j.css.1923669720120806.3121
Abstract: This study examined the relative significance of service recovery strategies in enhancing customer’s willingness to return to the firm, with the hospitality industry as the case study. Using descriptive and inferential statistics from a sample of 72 respondents, the study identified several recovery strategies used in the hospitality industry and their ranking in terms of effectiveness, with monetary compensation category dominating over other strategies. The study concludes with implications for management and future research. Key words: Recovery strategy; Service failure; Hospitality management; Service elements
The Effect of Service Quality on Customer Satisfaction in the Utility Industry – A Case of Vodafone (Ghana)  [cached]
Gloria K.Q Agyapong
International Journal of Business and Management , 2011, DOI: 10.5539/ijbm.v6n5p203
Abstract: This paper sought to examine the relationship between service quality and customer satisfaction in the utility industry (telecom) in Ghana The study adapted the SERVQUAL model as the main framework for analyzing service quality. Multiple regression analysis was used to examine the relationships between service quality variables and customer satisfaction. The results showed that all the service quality items were good predictors of customer satisfaction. For managers, this finding has important implications with regard to brand building strategies. Indications of a successful brand building strategy are found when companies provide quality services relative to other companies within the same industry. It is imperative for Vodafone (Ghana) and other telecom firms, therefore, to improve customer services by giving customers what they want and at the right time. Thus, identifying and satisfying customers’ needs could improve network services because what is offered can be used to separate the company’s services from competitors’.
A survey on important factors influencing brand equity: A case study of banking industry  [PDF]
Saeed Sehhat
Management Science Letters , 2013,
Abstract: One of the most important issues in increasing customers' needs is to increase the quality of services through providing better quality services. Customer satisfaction is one of the primary requirements to meet people's needs and to have an efficient customer relationship management (CRM) we need to detect the most important factors influencing efficiency and effectiveness in banking industry. In this paper, we present an empirical study to detect these factors in one of private banks in Iran. The proposed study of this paper tries to reach three objectives. We first detect important factors, which build customers' perception towards CRM, then we detect all influencing factors, which impact CRM, and finally, we evaluate the impact of CRM towards brand equity. The proposed study first designs a questionnaire and distributes it among 386 customers. Using structural equation modeling and certified factor analysis, we analyze the results. The results indicate that three factors including information, employee job behavior and suggestions and other factor have meaningful impact on customer brand equity. However, the impact of equipment on customer brand equity was not meaningful.
The Effect of Demographic Characteristics on Antecedents and Consequences of Customer Satisfaction in Banking Industry  [cached]
Mohammad Reza Hamidizadeh,Nasrin Jazani,Abbasali Hajikarimi,Abolghasem Ebrahimi
Canadian Social Science , 2011, DOI: 10.3968/j.css.1923669720110704.380
Abstract: Satisfaction is a key variable in services marketing that determines the development of long-term relationships. The purpose of current study is to determine the effects of demographic characteristics on antecedents and consequences of customer satisfaction in banking industry. Statistical population was bank customers in the area of Tehran. An analysis of variance (ANOVA) was used for data analysis. Data was collected on customer characteristics, sending a questionnaire to 551 customers of governmental and private bank branches in Tehran, Iran. Finding reveals that gender influences loyalty. Age has a significant impact on trust. Additionally, customer’s education influenced widely switching costs. Customer satisfaction, trust and switching costs have been influenced by customer job. Finally, customer income influences customer satisfaction, complaints, trust and loyalty. Key words: Customer satisfaction; Banking industry; Demographic characteristics; Iran La satisfaction est une clévariable dans le marketing des services, qui détermine le développement de relations à long terme. Le but de la présente étude est de déterminer les effets des caractéristiques démographiques sur les antécédents et les conséquences de la satisfaction client dans le secteur bancaire. Population statistique a été clients de la banque dans la région de Téhéran. Une analyse de variance (Anova) a été utilisé pour l'analyse des données. Les données ont été recueillies sur les caractéristiques des clients, l'envoi d'un questionnaire à 551 clients de succursales de banques publiques et privées à Téhéran, en Iran. Trouver révèle que la loyauté des sexes influences. L'age a un impact significatif sur la confiance. de plus, l'éducation à la clientèle a influencé considérablement les co ts de commutation. co ts satisfaction de la clientèle, la confiance et de commutation ont été influencés par poste client. Enfin, les revenus des clients influe sur la satisfaction des clients, des plaintes, la confiance et la loyauté. Mots-clés: Satisfaction du client; Industrie bancaire; Caractéristiques démographiques; Iran
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