The jewelry industry faces intense competition,making customer loyalty essential for sustained success.This paper examines customer loyalty through the lens of the ABC attitude model,which encompasses cognitive,affect...The jewelry industry faces intense competition,making customer loyalty essential for sustained success.This paper examines customer loyalty through the lens of the ABC attitude model,which encompasses cognitive,affective,and behavioral dimensions.Cognitive factors,such as perceived quality and brand reputation,establish the foundation of trust,while affective factors,including emotional attachment and trust,strengthen customer relationships.Behavioral factors,such as repeat purchases and advocacy,reflect observable loyalty actions.The study proposes strategies to enhance loyalty,including delivering superior products and services,strengthening customer relationship management,and leveraging word-of-mouth and digital marketing.These approaches provide actionable insights for building long-term customer relationships in a competitive market.Future research could explore emerging technologies and cultural influences to further refine loyalty strategies.This research highlights the multidimensional nature of customer loyalty and offers practical recommendations for jewelry enterprises.展开更多
This study extends previous research on tourists＇ loyalty by measuring the duel dimensions of loyalty toward a destination resort - attitudinal and behavioral. A satisfaction-loyalty model was tested using an online ...This study extends previous research on tourists＇ loyalty by measuring the duel dimensions of loyalty toward a destination resort - attitudinal and behavioral. A satisfaction-loyalty model was tested using an online survey and the resort＇s reservation database. Customers＇ satisfaction with the value for their money and their overall satisfaction ratings were found to be significant predictors of attitudinal loyalty. Customers＇ satisfaction with room cleanliness and comfort was found to be a significant predictor of behavioral loyalty. Members of the hotel＇s loyalty program were found to have stronger ties between attitudinal loyalty and behavioral loyalty. Implications for management and future research are presented.展开更多
Given the rapid growth of e-commerce and the importance of understanding online customer behavior,it is necessary to develop a universal model as a means to measure the relevant construct.Website design plays an impor...Given the rapid growth of e-commerce and the importance of understanding online customer behavior,it is necessary to develop a universal model as a means to measure the relevant construct.Website design plays an important role in e-commerce because it directly affects online customers during the purchase process.Online customers will continue to be loyal because of good website design.However,the effect of website design has not been clearly defined and a suitable framework for evaluating the status of website design is lacking.The purpose of this study is to develop a comprehensive framework that can guide successful web design and examine the impact of web design on e-loyalty.207 Taobao customers from China completed an online survey.All scales were analyzed by reliability,construct validity,and convergent validity.Multiple regression analysis is used to test research hypotheses.Findings indicated that the factor of website design should be revised and classified into visual design and information&navigation design.The website design had a significantly positive effect on e-loyalty.The relative order of importance of these predictors was information&navigation design and visual design.展开更多
Tourism has become the most dynamic and promising green industry in Dalishu Village.However,with the increase of the same type of tourist areas and the addition of other theme tourism destinations,the rural tourism of...Tourism has become the most dynamic and promising green industry in Dalishu Village.However,with the increase of the same type of tourist areas and the addition of other theme tourism destinations,the rural tourism of Dalishu Village is facing the problem of how to develop in homogenous competition and how to maintain stable development.This is also a problem that needs to be addressed seriously in the development of rural tourism.Starting from the image perception factors,this study chooses the interaction among image perception factors,satisfaction and loyalty as a perspective,in order to identify the important factors that play a key role in tourists'satisfaction and loyalty,and to provide a new driving force for the integrated development of rural tourism in Dalishu Village.展开更多
Customer loyalty of B2C e-commerce is studied by testing the hypotheses on five latent variables using the structural equation modeling method. After correcting model, online store image is obviously fundamental basis...Customer loyalty of B2C e-commerce is studied by testing the hypotheses on five latent variables using the structural equation modeling method. After correcting model, online store image is obviously fundamental basis on expectations of shopping online, experience of shopping online, customer satisfaction and customer loyalty between which there are seven positive relationships accepted in the AMOS model. The results provide scientific evidence for B2C e-commerce.展开更多
In recent years, the study of English for special purpose(ESP) has been focused by different scholars. In the research of ESP, the study of accounting English has aroused interests of different researchers. This paper...In recent years, the study of English for special purpose(ESP) has been focused by different scholars. In the research of ESP, the study of accounting English has aroused interests of different researchers. This paper will study accounting English from the perspective of translation theory—Function Plus Loyalty Theory. The research presents that the rules can be applied to accounting English.展开更多
In recent years, the telecommunications have used the concept of NPS(Net Promoter Score) for customer relationship management, but there is neither definite theory research nor instructive instance research. However, ...In recent years, the telecommunications have used the concept of NPS(Net Promoter Score) for customer relationship management, but there is neither definite theory research nor instructive instance research. However, this paper summarizes an approach with instance case analysis to improve customer loyalty via NPS data mining, which has extensive and practical significance for tele-companies. First, this paper finds some driven forces of customer loyalty, which are relative to customer consumption such as the call duration, the usage of data, ARPU, etc., by using some innovative reasoning-analysis based on IG(Information Gain) and xg-boost decision-making tree model, so the tele-companies can predict the role of individual customer and form daily monitoring on big data, which will save a lot of NPS survey cost. Second, this paper summarizes how customer group feature impacts the relationship between NPS and financial performance. Taking ARPU value as the performance goals, we divide the sample customers into 6 groups and summarize their characteristics based on k-means clustering, and give targeted suggestion of each group.展开更多
Purpose： This research attempts to examine the relationship between B2C interaction and customer loyalty in Business-to-Customer（B2C） context from a new perspective of the interactive tool.Design/methodology/appro...Purpose： This research attempts to examine the relationship between B2C interaction and customer loyalty in Business-to-Customer（B2C） context from a new perspective of the interactive tool.Design/methodology/approach： The scale for B2C interactive tools is of seven dimensions： efficiency, security, fulfillment, mobility, community, cultivation, and customization. A model reflecting the influences of these attributes on customer loyalty is developed and empirically examined based on data collected from 265 B2C customers. Findings： Results reveal that the fulfillment, mobility, community, and customization of B2C interactive tools can enhance customer loyalty directly and significantly. Efficiency and security, serving as the premise for possible purchase behavior, facilitate fulfillment. In addition, cultivation promotes the formation of customization, which directly strengthens customer loyalty.Research limitations： Models considering individual-level indicators and combined with classic loyalty mechanisms in B2C context may lead to a deeper understanding of the tested effects of interaction on customer loyalty.Practical implications： To strengthen B2C interaction and further cultivate loyal customers, making interactive tools more fundamental, flexible, and personalized is critical for B2C enterprises. Originality/value： This study proposes a new perspective from interactive tools when measuring the relationship between B2C interaction and customer loyalty, and offers a useful theoretical lens and reasonable explanations for investigating customer loyalty in B2C e-commerce context.展开更多
Land tenure security is pertinent to achieving the sustainable development agenda in cities where land is needed and useful for development purposes.Sufficient empirical research has been done to prove the importance ...Land tenure security is pertinent to achieving the sustainable development agenda in cities where land is needed and useful for development purposes.Sufficient empirical research has been done to prove the importance of tenure security for investment,resilience,conservation,food security,as well as health and well-being,but it has not been clarified if and how land tenure security could adequately influence place loyalty and satisfaction with the residential environment,as it is clear that place loyalty and satisfaction are pertinent to inclusive development.Using the case of Ibadan City,the study examined how different dimensions of tenure security could determine residents’place loyalty and satisfaction.The study employed a survey cross-sectional research design to distribute 514 structured questionnaires to household heads across 4 sampled peri-urban local government areas while 452 were retrieved for analysis.Hierarchical regression analysis model was employed to understand the association between tenure security dimensions and satisfaction(as model I)and loyalty(as model II).For model I,F=8.640,P=0.000,R=0.555,and R^(2)=0.308 were obtained;while for model II,F=9.157,P=0.001,R=0.415,and R^(2)=0.173 were acquired.This thus means that residents’place loyalty and satisfaction can partly be explained by tenure security.In particular,respondents with no eviction experience,recognized property rights,and invulnerable to eviction have higher odds of being satisfied and loyal.Therefore,we recommend protection,improvement,and upgrading of land tenure security as one of the means to promote place loyalty and satisfaction,which is essential to achieving inclusive and sustainable development.展开更多
Advancements in the internet technology triggered a line of developments in the field of marketing. As an alternative to the conventional shopping, online shopping over the internet has gained substantial share of ret...Advancements in the internet technology triggered a line of developments in the field of marketing. As an alternative to the conventional shopping, online shopping over the internet has gained substantial share of retail market. Customers get used to this new shopping venue and nowadays prefer it more and more according to the researchers, ten percent of the global population now uses internet for shopping. In this research, the author explored the relationship between the security measures implemented by a company, very active in the online shopping domain, and the customer trust and loyalty on the online services provided by this company. Findings of this research are based on survey data analyzed in SPSS. This research supports the existence of a relationship between the security of a company＇s website and customer trust and loyalty on the online services of this company When the perception of security measures improves, customer trust and loyalty increases accordingly展开更多
In contemporary entrepreneurial environment based on customer retention, the growth of the internet has pushed the most dynamic businesses to compete in the electronic market. In literature, there are many studies sho...In contemporary entrepreneurial environment based on customer retention, the growth of the internet has pushed the most dynamic businesses to compete in the electronic market. In literature, there are many studies showing how a company＇s brand affects customer loyalty. Less attention has been paid to the relationship between e-commerce website loyalty and e-customer loyalty. This paper can be included in a stream of research that applies the construct of loyalty to e-commerce. Thus, this study aims to analyze, within the electronic market, the elements influencing and determining the trust and loyalty of the e-customers. This research consists of a descriptive study carried out utilizing the survey method. The population in this study includes 421 e-customers of Italian online multi-brand portals. The instrument of data gathering was a web-questionnaire and the data analysis was based on regression. Findings show a positive relationship between three factors （website technological level, e-service quality, and brand） and e-customer trust. Furthermore, the correlation, among the three variables, trust as mediating variable, and e-customer＇s loyalty, has been revealed. Therefore, it can be basically assumed that trust builds e-customer loyalty.展开更多
This research was conducted to test and analyze the influence of service quality on behavioral loyalty through customer satisfaction and attitudinal loyalty to 4-Star Hotel in East Java.This research is a survey resea...This research was conducted to test and analyze the influence of service quality on behavioral loyalty through customer satisfaction and attitudinal loyalty to 4-Star Hotel in East Java.This research is a survey research.The sampling technique used is non probability sampling.Sample sizes are 200 respondents.The analysis tool used is Structural Equation Model(SEM)Analysis.The result of the research shows that hypothesis proposed in this research is accepted.Academic suggestion submitted is for research that will come dating need to be explored influence of other variables that influence behavioral loyalty.While practical suggestions submitted to business actors is for business actors to pay attention and keep the variables that effect behavioral loyalty.Especially studied in this study they are:service quality,customer satisfaction,and attitudinal loyalty.展开更多
Via questionnaire investigation on express users in Wuhan colleges and universities,it is found that client satisfaction plays partial mediator role between service quality of express industry and client loyalty. More...Via questionnaire investigation on express users in Wuhan colleges and universities,it is found that client satisfaction plays partial mediator role between service quality of express industry and client loyalty. Moreover,correlation regression analysis of data is conducted by SPSS17. 0 software. It is found that communication quality,order quality,delivery quality and remedy quality have significantly positive impacts on client satisfaction,while personalized service quality does not have significant impact on client satisfaction; communication quality,order quality,personalized service quality and remedy quality have significantly positive impacts on client loyalty,while communication quality does not have significant impact on client loyalty. Finally,countermeasures and suggestions are proposed according to the above conclusions.展开更多
While extant of academic literature shows that service quality and customer satisfaction are key to building customer loyalty,given these equitable,“Does corporate image create loyalty”is the question this research ...While extant of academic literature shows that service quality and customer satisfaction are key to building customer loyalty,given these equitable,“Does corporate image create loyalty”is the question this research probes.A primary research was conducted among the mobile communication subscribers.A total of 550 subscribers of mobile communication services in Mumbai,India were approached.Of this,400 complete and valid responses were collected.Findings suggest that corporate image and the service quality perceived by the customers have a strong relationship with customer loyalty.This implies that both external marketing and interactive marketing dimensions have a direct impact on building customer loyalty.Customer satisfaction was seen to be completely mediating the relationship between service quality and customer loyalty.This research provides a model that can help the managers of service organizations to enhance customer loyalty.Since corporate image positively impacts the customer loyalty along with service quality,it is important for the industry managers to devote equal attention and resources in delivering the promise as well building a good image of the company.Since the service quality impacts the corporate image,an important takeaway for the managers is to ensure that the actual offer matches promises made externally.Most of the previous studies investigating the antecedents of customer loyalty have either focused on the interactive marketing dimension or the external marketing dimension.This study examines the interplay of both the dimension and its impact on customer loyalty.展开更多
文摘The jewelry industry faces intense competition,making customer loyalty essential for sustained success.This paper examines customer loyalty through the lens of the ABC attitude model,which encompasses cognitive,affective,and behavioral dimensions.Cognitive factors,such as perceived quality and brand reputation,establish the foundation of trust,while affective factors,including emotional attachment and trust,strengthen customer relationships.Behavioral factors,such as repeat purchases and advocacy,reflect observable loyalty actions.The study proposes strategies to enhance loyalty,including delivering superior products and services,strengthening customer relationship management,and leveraging word-of-mouth and digital marketing.These approaches provide actionable insights for building long-term customer relationships in a competitive market.Future research could explore emerging technologies and cultural influences to further refine loyalty strategies.This research highlights the multidimensional nature of customer loyalty and offers practical recommendations for jewelry enterprises.
文摘This study extends previous research on tourists＇ loyalty by measuring the duel dimensions of loyalty toward a destination resort - attitudinal and behavioral. A satisfaction-loyalty model was tested using an online survey and the resort＇s reservation database. Customers＇ satisfaction with the value for their money and their overall satisfaction ratings were found to be significant predictors of attitudinal loyalty. Customers＇ satisfaction with room cleanliness and comfort was found to be a significant predictor of behavioral loyalty. Members of the hotel＇s loyalty program were found to have stronger ties between attitudinal loyalty and behavioral loyalty. Implications for management and future research are presented.
文摘Given the rapid growth of e-commerce and the importance of understanding online customer behavior,it is necessary to develop a universal model as a means to measure the relevant construct.Website design plays an important role in e-commerce because it directly affects online customers during the purchase process.Online customers will continue to be loyal because of good website design.However,the effect of website design has not been clearly defined and a suitable framework for evaluating the status of website design is lacking.The purpose of this study is to develop a comprehensive framework that can guide successful web design and examine the impact of web design on e-loyalty.207 Taobao customers from China completed an online survey.All scales were analyzed by reliability,construct validity,and convergent validity.Multiple regression analysis is used to test research hypotheses.Findings indicated that the factor of website design should be revised and classified into visual design and information&navigation design.The website design had a significantly positive effect on e-loyalty.The relative order of importance of these predictors was information&navigation design and visual design.
基金2019 Fund Project of University of Science and Technology Liaoning—Research on the New Development of Rural Tourism Industry in the Context of Rural Tourism and Leisure Agriculture Integration under"Two-wheel Drive"(2019RW08).
文摘Tourism has become the most dynamic and promising green industry in Dalishu Village.However,with the increase of the same type of tourist areas and the addition of other theme tourism destinations,the rural tourism of Dalishu Village is facing the problem of how to develop in homogenous competition and how to maintain stable development.This is also a problem that needs to be addressed seriously in the development of rural tourism.Starting from the image perception factors,this study chooses the interaction among image perception factors,satisfaction and loyalty as a perspective,in order to identify the important factors that play a key role in tourists'satisfaction and loyalty,and to provide a new driving force for the integrated development of rural tourism in Dalishu Village.
文摘Customer loyalty of B2C e-commerce is studied by testing the hypotheses on five latent variables using the structural equation modeling method. After correcting model, online store image is obviously fundamental basis on expectations of shopping online, experience of shopping online, customer satisfaction and customer loyalty between which there are seven positive relationships accepted in the AMOS model. The results provide scientific evidence for B2C e-commerce.
文摘In recent years, the study of English for special purpose(ESP) has been focused by different scholars. In the research of ESP, the study of accounting English has aroused interests of different researchers. This paper will study accounting English from the perspective of translation theory—Function Plus Loyalty Theory. The research presents that the rules can be applied to accounting English.
基金Supported by Humanities and Social Sciences Foundation of Ministry of Education in China (Project No. 16YJA630063)
文摘In recent years, the telecommunications have used the concept of NPS(Net Promoter Score) for customer relationship management, but there is neither definite theory research nor instructive instance research. However, this paper summarizes an approach with instance case analysis to improve customer loyalty via NPS data mining, which has extensive and practical significance for tele-companies. First, this paper finds some driven forces of customer loyalty, which are relative to customer consumption such as the call duration, the usage of data, ARPU, etc., by using some innovative reasoning-analysis based on IG(Information Gain) and xg-boost decision-making tree model, so the tele-companies can predict the role of individual customer and form daily monitoring on big data, which will save a lot of NPS survey cost. Second, this paper summarizes how customer group feature impacts the relationship between NPS and financial performance. Taking ARPU value as the performance goals, we divide the sample customers into 6 groups and summarize their characteristics based on k-means clustering, and give targeted suggestion of each group.
基金supported in part by the Social Science Foundation of Jiangsu (Grant No.: 17TQB003)
文摘Purpose： This research attempts to examine the relationship between B2C interaction and customer loyalty in Business-to-Customer（B2C） context from a new perspective of the interactive tool.Design/methodology/approach： The scale for B2C interactive tools is of seven dimensions： efficiency, security, fulfillment, mobility, community, cultivation, and customization. A model reflecting the influences of these attributes on customer loyalty is developed and empirically examined based on data collected from 265 B2C customers. Findings： Results reveal that the fulfillment, mobility, community, and customization of B2C interactive tools can enhance customer loyalty directly and significantly. Efficiency and security, serving as the premise for possible purchase behavior, facilitate fulfillment. In addition, cultivation promotes the formation of customization, which directly strengthens customer loyalty.Research limitations： Models considering individual-level indicators and combined with classic loyalty mechanisms in B2C context may lead to a deeper understanding of the tested effects of interaction on customer loyalty.Practical implications： To strengthen B2C interaction and further cultivate loyal customers, making interactive tools more fundamental, flexible, and personalized is critical for B2C enterprises. Originality/value： This study proposes a new perspective from interactive tools when measuring the relationship between B2C interaction and customer loyalty, and offers a useful theoretical lens and reasonable explanations for investigating customer loyalty in B2C e-commerce context.
基金financially supported by the Pan African University Research Grant of 2022 by the African Union。
文摘Land tenure security is pertinent to achieving the sustainable development agenda in cities where land is needed and useful for development purposes.Sufficient empirical research has been done to prove the importance of tenure security for investment,resilience,conservation,food security,as well as health and well-being,but it has not been clarified if and how land tenure security could adequately influence place loyalty and satisfaction with the residential environment,as it is clear that place loyalty and satisfaction are pertinent to inclusive development.Using the case of Ibadan City,the study examined how different dimensions of tenure security could determine residents’place loyalty and satisfaction.The study employed a survey cross-sectional research design to distribute 514 structured questionnaires to household heads across 4 sampled peri-urban local government areas while 452 were retrieved for analysis.Hierarchical regression analysis model was employed to understand the association between tenure security dimensions and satisfaction(as model I)and loyalty(as model II).For model I,F=8.640,P=0.000,R=0.555,and R^(2)=0.308 were obtained;while for model II,F=9.157,P=0.001,R=0.415,and R^(2)=0.173 were acquired.This thus means that residents’place loyalty and satisfaction can partly be explained by tenure security.In particular,respondents with no eviction experience,recognized property rights,and invulnerable to eviction have higher odds of being satisfied and loyal.Therefore,we recommend protection,improvement,and upgrading of land tenure security as one of the means to promote place loyalty and satisfaction,which is essential to achieving inclusive and sustainable development.
文摘Advancements in the internet technology triggered a line of developments in the field of marketing. As an alternative to the conventional shopping, online shopping over the internet has gained substantial share of retail market. Customers get used to this new shopping venue and nowadays prefer it more and more according to the researchers, ten percent of the global population now uses internet for shopping. In this research, the author explored the relationship between the security measures implemented by a company, very active in the online shopping domain, and the customer trust and loyalty on the online services provided by this company. Findings of this research are based on survey data analyzed in SPSS. This research supports the existence of a relationship between the security of a company＇s website and customer trust and loyalty on the online services of this company When the perception of security measures improves, customer trust and loyalty increases accordingly
文摘In contemporary entrepreneurial environment based on customer retention, the growth of the internet has pushed the most dynamic businesses to compete in the electronic market. In literature, there are many studies showing how a company＇s brand affects customer loyalty. Less attention has been paid to the relationship between e-commerce website loyalty and e-customer loyalty. This paper can be included in a stream of research that applies the construct of loyalty to e-commerce. Thus, this study aims to analyze, within the electronic market, the elements influencing and determining the trust and loyalty of the e-customers. This research consists of a descriptive study carried out utilizing the survey method. The population in this study includes 421 e-customers of Italian online multi-brand portals. The instrument of data gathering was a web-questionnaire and the data analysis was based on regression. Findings show a positive relationship between three factors （website technological level, e-service quality, and brand） and e-customer trust. Furthermore, the correlation, among the three variables, trust as mediating variable, and e-customer＇s loyalty, has been revealed. Therefore, it can be basically assumed that trust builds e-customer loyalty.
文摘This research was conducted to test and analyze the influence of service quality on behavioral loyalty through customer satisfaction and attitudinal loyalty to 4-Star Hotel in East Java.This research is a survey research.The sampling technique used is non probability sampling.Sample sizes are 200 respondents.The analysis tool used is Structural Equation Model(SEM)Analysis.The result of the research shows that hypothesis proposed in this research is accepted.Academic suggestion submitted is for research that will come dating need to be explored influence of other variables that influence behavioral loyalty.While practical suggestions submitted to business actors is for business actors to pay attention and keep the variables that effect behavioral loyalty.Especially studied in this study they are:service quality,customer satisfaction,and attitudinal loyalty.
文摘Via questionnaire investigation on express users in Wuhan colleges and universities,it is found that client satisfaction plays partial mediator role between service quality of express industry and client loyalty. Moreover,correlation regression analysis of data is conducted by SPSS17. 0 software. It is found that communication quality,order quality,delivery quality and remedy quality have significantly positive impacts on client satisfaction,while personalized service quality does not have significant impact on client satisfaction; communication quality,order quality,personalized service quality and remedy quality have significantly positive impacts on client loyalty,while communication quality does not have significant impact on client loyalty. Finally,countermeasures and suggestions are proposed according to the above conclusions.
文摘While extant of academic literature shows that service quality and customer satisfaction are key to building customer loyalty,given these equitable,“Does corporate image create loyalty”is the question this research probes.A primary research was conducted among the mobile communication subscribers.A total of 550 subscribers of mobile communication services in Mumbai,India were approached.Of this,400 complete and valid responses were collected.Findings suggest that corporate image and the service quality perceived by the customers have a strong relationship with customer loyalty.This implies that both external marketing and interactive marketing dimensions have a direct impact on building customer loyalty.Customer satisfaction was seen to be completely mediating the relationship between service quality and customer loyalty.This research provides a model that can help the managers of service organizations to enhance customer loyalty.Since corporate image positively impacts the customer loyalty along with service quality,it is important for the industry managers to devote equal attention and resources in delivering the promise as well building a good image of the company.Since the service quality impacts the corporate image,an important takeaway for the managers is to ensure that the actual offer matches promises made externally.Most of the previous studies investigating the antecedents of customer loyalty have either focused on the interactive marketing dimension or the external marketing dimension.This study examines the interplay of both the dimension and its impact on customer loyalty.
