Satisfaction

Emotional Bonding and Diner’s Loyalty to Restaurants in Umuahia, Abia State (Published)

The study focused on emotional bonding affect diner’s loyalty among restaurants in Umuahia, Abia State. The specific objectives of the study are; to examine the influence of quality, price, response time, accessibility and trust on diner’s loyalty among restaurant in Umuahia metropolis, Abia state. To achieve the objectives of the study, survey research design was adopted. Convenient sampling was used to select 196 diner’s from the selected restaurants in Umuahia metropolis. The data collection involves primary data through the use of structured questionnaire. The data collected were analyzed using frequencies, percentages and mean and standard deviation while the hypotheses were tested using multiple regression analysis. The findings revealed that quality, price, response time, accessibility and trust have a significant influence on diner’s loyalty among restaurants in Umuahia, Abia State. Therefore, the study concludes that emotional bonding plays a significant role in enhancing diner’s loyalty in restaurant business. Based on the findings, the study recommends that restaurant managers to become aware of the strategic role of quality and to set up expansions and improvement plans aiming at attracting consumers’ satisfaction. It is also important to know how to better manage relationship marketing by using technological tools like customer relationship management (CRM). Consumers are certainly attached to products and they become loyal. Also, it is recommended that products be offered at reasonable prices, good quality and attractive packaging, thereby providing a pleasant experience for consumers. Additionally, product managers need to pay special attention to generating persuasive content on social media in particular. It is important to make sure that the content of ads is in line with the long-term goals and strategies of the business.

Keywords: Price, Product, Satisfaction, emotional bonding, responds time, trust and diner's loyalty and restaurants

Tourism Service Quality Affecting the Satisfaction of Foreign Tourists: A Case Study Of Ho Chi Minh City (Published)

In recent years, there is competition among tourist destinations that has been very drastically. This competition of service quality has forced destinations to restructure to increase their competitive and to attract tourists. Therefore, the study goal is to find out the determinants affecting the satisfaction of foreign tourists in Ho Chi Minh City (HCMC). The researchers surveyed 600 foreign tourists who are visiting HCMC destinations and answered 29 questions but sample size of 565 samples processed. The data collected from June 2019 to December 2019 in HCMC. Simple random sampling technique. Cronbach’s Alpha and the exploratory factor analysis (EFA) analyzed and used for Structural Equation Modelling (SEM) technique. Foreign tourists’ responses measured through an adapted questionnaire on a 5-point Likert scale. Finally, the finding of the study has tourism service quality factor which affecting the satisfaction of foreign tourists in HCMC with significance level 0.01.

Keywords: HCMC., Quality, Satisfaction, Service, Tourism

Impact of Service Quality on Customer Trust, Purchase Intention and Store Loyalty, with mediating role of Customers’ Satisfaction on Customer Trust and Purchase Intention (Published)

Service Quality is most important dimension on which customer satisfaction is based. The main theme behind this research paper is to examine the impact of Service Quality on Customer trust, Purchase Intention and Store Loyalty where Satisfaction performs the role of mediator with Trust and Purchase Intention. Also, this study will analyze the impact of Store image on store Loyalty.  This study is conducted mainly under the context of Grocery shopping in Jeddah, Saudi Arabia. Sample of 322 has been taken by using convenient sampling. Results show that all predicted hypothesis has been accepted after conducting the regression test. Positive impact has been seen between service quality and trust, service quality and purchase intention, and service quality and store loyalty. Also mediating role of customer satisfaction has been seen on customer trust and purchase intention. Finding also reveals that store image positively impact the store loyalty. This study will be helpful for researchers for future consideration in Saudi Arabia which provide useful implications as well.

Keywords: Purchase Intention, Satisfaction, Service Quality, Store Loyalty, Trust, store image

Studying the Determinants Affecting the Consumers’ Loyalty of Traditional Market in Ho Chi Minh City (Published)

This study aims to explore the factors affecting consumers’ loyalty to traditional markets in Vietnam. This is one of the first research papers to develop the measurement scale as well as the theoretical model illustrate the relationship between service quality, customer satisfaction and customer loyalty to traditional markets. The research results surveyed customers who regularly shop at traditional markets in Ho Chi Minh City (HCMC), the theoretical model taken together with the scale five level. The official quantitative studied with a sample of 300 customers (shoppers) who are regular shopping experience. The data collected from January 2017 to March 2018 in HCMC and random sampling technique. The Data analyzed Cronbach’s Alpha and the exploratory factor analysis (EFA) which used for Structural Equation Modelling (SEM) technique. The tested results have nine out of ten accepted hypotheses. Quality of service, satisfaction and cultural factors are the positive factors, directly to the loyalty of consumers with traditional markets. This result provides a new dimension of loyalty in the Vietnamese retail market. Finally, the researchers have managerial implications for improving consumers’ loyalty with traditional market in the future.

Keywords: Customers, HCMC., Loyalty, Satisfaction, Traditional Markets

Effects of Services Quality on Customer Satisfaction: A Case from Private Hostels in Wa-Municipality of Ghana (Published)

The aim of this was to examine the influence of Hostel Services Quality on Student’s Satisfaction in the University of Development Studies (UDS) within the Wa-municipality of Ghana. A cross sectional quantitative research design was employed. The target populations of the study were predominately students in private hostels. Whopping 300 students were randomly sampled to participate in the study.  The questionnaires were adopted from the SERQUA Model. Both primary and secondary data were employed in the study. The data were analyzed with the aid of Statistical Package for Social Science (SPSS). The study had revealed that overall the model used in this study was acceptable ANOVA was significant (p-value < 0.05). The study also revealed that, taking all the other factors constant at zero; a unit change in tangibility will bring 0.054 change in students satisfaction, a unit change in assurance will bring 0.318 a unit change in reliability will bring 0.342 in customer satisfaction, a unite change in responsiveness will bring 0.096 change in students satisfaction and finally, a unit change in empathy will bring 0.381 change in students satisfaction. It is concluded that hostel management should paid attention to the legitimate discontent among the students to improve efficiency in order to prevent massive switching rate in the long run when supply exceed demand in this business.

Keywords: Ghana, Hostel Service, SERVQUAL, Satisfaction, Students, Wa-municipality

WHAT PREDICTS MORE THE SALES-FORCE PERFORMANCE: MOTIVATION OR SATISFACTION IN THE INSURANCE INDUSTRY? (Published)

The age old phenomenon-cum-debate that motivated employees can work more/better or satisfied employees can work more/better, is being solved to a little extent or more of assumptions are taken to solve or solved for less-stressed employees, but not for the stressed employees like sales-force in insurance industry. The current study aiming at solves this managerial problem by taking sample size of 270 (life insurance sales employees/agents in general). Here it is found that motivation-factors like fair treatment, work culture, participatory system, rationalization, work environment, individual recognition, and scope of development can produce sales force performance significantly, but not the satisfaction of life insurance sales-force in India. Satisfaction-factors show no relation with the sales-force performance. Factors extracted by explorative factor analysis put into the linear regression with the dependent variable as sales-force performance.

Keywords: Insurance industry, Motivation, Sales-force performance, Satisfaction

THE ROLE OF RELATIONSHIP MARKETING IN BUILDING CUSTOMERS’ LOYALTY- A CASE STUDY OF THE MOBILE TELECOMMUNICATION INDUSTRY IN SOUTHERN PUNJAB-PAKISTAN (Published)

The objective of this research paper is to assess the role of relationship marketing in winning customers’ loyalty in the mobile Phone industry in Pakistan. De-regularization of the telecommunication sector in Pakistan has created huge competition to capture the maximum market share. For this purpose, industry marketers and planners are exercising various relationship marketing strategies to attract new customers and retain the old ones. To analyze the role of relationship marketing in building customers’ loyalty, the author has selected four independent variables such as service quality, price perception, brand image and value offers while customer’s loyalty is taken as dependent variable. A structured questionnaire containing 24 closed ended questions was developed to collect data from the field. The data was analyzed through Likert- scale. This scale is defined with 5 options of strongly agree on 5 and strongly disagree on 1. In order to check the reliability of the variables, a reliability test was conducted on 20 respondents of different age groups with different occupations. The results of this test showed positive significant relationship among the variables. The results of this study are robust and consistent with previous studies. This study provides in-depth knowledge about mobile users and cellular companies operating in Pakistan can take benefit from it.The finding of this research study is expected to be beneficial for the managers of the mobile operators in their decisions relating to the relationship marketing issues that are connected with the needs of the customers. These needs and interests of the customers, in turn, can increase their revenue and profits in the long-run.

Keywords: Brand, Customer, Loyalty, Marketing, Quality, Relationship, Satisfaction, telecommunications