Purpose – This study discusses and tests the combined role of perceived risk, objective knowledge and certainty as moderators in the satisfaction–loyalty relationship. Design/methodology/approach – The authors use survey data of 387 Vietnamese consumers in a food context. A structural equation modelling (SEM) approach for moderator analysis with latent constructs is used to test the hypotheses....

The relatively service-driven restaurant industry is becoming more important in generating income for many Asian countries and hence the service performance of the restaurants must be well understood and managed. The key determinants for restaurant service quality need to be identified, especially for the important segment such as youth customers. Therefore, this paper aims to explore the impor...

price fairness and price satisfaction is one the most important fields in pricing and also in customer satisfaction. in this research, first the dimensions of price fairness, price satisfaction, customer satisfaction, and customer loyalty are extracted from marketing literature, then five hypotheses are developed. in proposed model, price fairness has direct impact on price satisfaction, custom...

Customer satisfaction and customer loyalty are related to key measures of financial performance for firms. The ability to find key drivers for predicting loyalty and profitability is an important step in developing marketing strategies that lead to high quality, long-term relationship with customers. Traditional techniques for modeling the network of causeand-effect relationships related to loy...

The use of internet as an interactive marketing media has captured much attention from managers in their quest for a better relationship with online customers. The belief that serving existing customers are more profitable than acquiring new ones, entailing relationship building effort no longer a choice, but a necessity. This study attempted to uncover the measures of E-CRM program and determi...


 After going through the transition period until second year, Bank Syariah Indonesia has some tasks to be carried out after mergers with three established sharia banks that have different sectors and backgrounds of customers, making it somewhat challenging for maintain service quality, satisfaction, loyalty from customers previous banks. This study is quantitative research; data distribut...

With the intense competition in banking systems, customer satisfaction has become more important issue in customer marketing. In existing studies, customer satisfaction has examined based on customers’ viewpoint. This study investigates customer satisfaction based on viewpoint of bank managers who understand their customers’ needs. This study aims to examine importance of various strategies tha...

Service firms seek customers with high revenues, profits, or lifetime value. However, they frequently ignore variations in consumption that lead to cash flow variability and adversely influence service operations and financial performance. This study shows that variation in individual customers’ consumption or spending on services can be decreased in ways that are actionable by most managers, w...

Some of the conclusions obtained from this research are as follows following: Digital customer experiencesignificantly influence satisfaction. This shows that greater digital experience value can be felt by customers, satisfaction will increase. emotional marketing. In study, relationship between these two variables is closest all because it has highest path coefficient and t values. experience...