Browsing by Subject "Loyalty"
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ItemCustomer loyalty in the retail industry in Yangon, MyanmarPurpose: The purpose of this research is to investigate the factors impacting customer loyalty in the retail industry in Yangon, Myanmar. The study identified the relationship among product innovation, service quality, product quality, customer satisfaction, trust, communication, and customer loyalty. Research design, data, and methodology: A total of 491 respondents were used to collect the data via online and offline questionnaire. The sampling procedure involves judgmental, convenience and snowball sampling. Confirmatory Factor Analysis (CFA) was used to test factor loading, composite reliability, average variance extracted, Cronbach’s alpha, validities and goodness of fit. Additionally, the hypothesis testing results were produced by Structural Equation Modeling (SEM). Results: The result shows that service quality and product quality have a significant relationship on satisfaction. Furthermore, the relationship among satisfaction, trust and loyalty are significantly supported. For second order, there are causal relationship among semi/uncontrolled communication and its elements which are word-of-mouth, public relations, media relations, and social media marketing. Nevertheless, product innovation has no significant impact on satisfaction. Conclusion: Products itself and semi-uncontrolled communication are vital points to get customer loyalty in the long run through satisfaction and trust. Thus, organizations and marketers need to focus on a competitive edge to gain sustainability in customer loyalty.
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ItemCustomer satisfaction and loyalty towards cosmetic products: a case study on Bangkok's Boots drug stores(Assumption University, 2016) Ramnath Srinath ; Assumption University. Martin de Tours School of Management and EconomicsThis research focuses on the effects of customer satisfaction and loyalty at a well-known cosmetics store chain in Bangkok, Thailand: Boots stores. Questionnaires were distributed to collect information from 400 respondents who had received the services from the cosmetics departments of Boots stores. The results show that there is a relationship between customer satisfaction and loyalty. Every dimension of service quality namely responsiveness, tangibility, empathy, assurance and reliability has an impact on customer satisfaction, which can therefore be increased through creating loyalty through every dimension. In addition, there is a relationship between customer satisfaction and relative attitude. If the customers are satisfied with service, they will develop a favorable and positive attitude and this will create repurchase intention in the future, which is customer loyalty.
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ItemDeterminants of patients’ behavioral intention and loyalty in private hospitals in Chengdu, ChinaPurpose: Behavioral intention and loyalty of patients to use the hospital service have been widely discussed to enhance profitability and sustainability in the hospitality industry. This research investigates the causal relationship between medical cost reasonableness, healthcare technicality, interpersonal behavior, service quality, patient satisfaction, behavioral intention, and patient loyalty. Research design, data, and methodology: This study applied a quantitative method to distribute an online questionnaire to 500 patients who use the medical service of private hospitals in Chengdu. The sample techniques are judgmental, convenience, and snowball samplings. The Item Objective Congruence (IOC) Index and the pilot test (n=50) by Cronbach’s Alpha were conducted before the data collection. The data was analyzed through Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM). Results: All hypotheses are supported in this study. Medical costs, reasonableness, healthcare technicality, and interpersonal behavior significantly influence service quality. In addition, service quality has the strongest significant influence on patient satisfaction. Patient satisfaction significantly influences patient loyalty and behavioral intention. Conclusions: In practice, the study can contribute to hospitals and healthcare service providers to consider the significant determinants that can enhance the higher level of patient loyalty for their profitability and sustainability. Furthermore, the government can design policies and incentivized mechanisms to raise the healthcare service standard nationwide.
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ItemDeterminants of Satisfaction and Loyalty in Innovative Personal Health Assistant Services for Potential Hypertension Patients: A Case Study on a Private Hospital in ThailandPurpose: The objective of this research is to explore the determinants of satisfaction and loyalty in innovative personal health assistance services for patients with potential hypertension symptoms. Research design, data and methodology: Research framework was constructed based on previous studies and composed of six variables, reliability, trustworthiness, service quality, hospital image, satisfaction, and loyalty. Quantitative data was collected from target respondents using questionnaires. Item-Objective Congruence (IOC) and pilot test have been tested with questionnaires to ensure the reliability on item measurement. Questionnaires were distributed to 500 respondents by applying sampling methods of purposive sampling, stratified random sampling, and convenience sampling. Data obtained was statistically assessed using Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) for model validity and hypothesis testing. Results: Loyalty in personal health assistant services for potential hypertension patients was directly impacted from satisfaction. Satisfaction was determined from service quality and hospital image. Reliability and trustworthiness were irrelevant towards satisfaction on the service. Conclusions: Marketers, management of hospital, and developers of HVA should focus on building superior service quality such as quality health tracking and educating on hypertension, and stimulate hospital image through positive service experience to enhance satisfaction, that ultimately lead to loyalty in the service.
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ItemExamining the Factors Impacting Satisfaction and Loyalty in Innovative Personal Health Assistant Services for Hypertension Patients of a Private Hospital in ThailandPurpose: The aim of this research is to examine the factors impacting satisfaction and loyalty in innovative personal health assistant services for hypertension patients of a private hospital in Bangkok, Thailand. Research design, data and methodology: Conceptual framework consisted with six variables, reliability, trustworthiness, service quality, hospital image, satisfaction and loyalty, was designed to achieve research objective. Quantitative approach was applied to collect data from 500 respondents. Sampling methods of purposive sampling, stratified random sampling, and convenience sampling were used to scoped to reach target respondents. The reliability of questionnaires has been verified with Item-Objective Congruence (IOC) and pilot test before distribution to target respondents. Data obtained was then analyzed with statistical method of Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) to test hypothesis proposed for the study. Results: Loyalty of hypertension patients in personal health assistant service was driven by satisfaction, while satisfaction was impacted from service quality, hospital image, and trustworthiness. Service quality played critical role for hypertension patient as it directly impacts satisfaction and hospital image, and indirectly impact loyalty. Conclusions: Marketers, healthcare facilities, and developers of health virtual assistant should focus on delivering service, diagnosis and treatments that meet their needs or beyond their expectation to gain trust, positive hospital image, and satisfaction that also consequently induces commitment in the service.
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ItemThe factors influencing on purchase intention of Thai and Chinese Customers towards the hotel industry in Bangkok, ThailandThis study aimed to examine the factors influencing on purchase intention of Thai and Chinese customers towards the hotel industry in Bangkok, Thailand. This research adopted descriptive research method which aimed to describe the target population and variables. The researcher applied nonprobability sampling as a sampling technique and collected the data through questionnaires with 400 respondents. The questionnaire were implemented in English language collected from tourist who stay at hotel in the top three rankings of hotel area in Bangkok (Pathum Wan district, Phra Nakhon district and Watthana district). A statistical software was used to test the data. Variables are measured by a fivepoint Likert scale. The first two hypothesis were tested by Multiple Linear Regression and other two hypothesis were tested by Independent sample t-test. Summary of the results, the findings of the conceptual model revealed that eWOM affected loyalty and purchase intention as shown in the results of hypothesis one and two.
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ItemLoyalty in Department Store Online Shopping( 2015-01) Nitipan RatanasawadwatThe purpose of this paper is to explore knowledge about the influences of e-service quality and technology acceptance model (TAM) on e-satisfaction, loyalty, and online purchase intention in online department store in Bangkok, Thailand. The online model was developed based on e-service quality and TAM. A self-administered questionnaire was employed to collect data from customers who had used and purchased products via online department store outlets. The data were collected from the respondents in Bangkok area during March 2014. 200 completed questionnaires were used to analyze and test the model by applying a Multiple Linear Regression (MLR). The results showed that perceived ease of use (i.e., department store's website is easy to navigate through, payment process is easy to pay, help menu is helpful) has the greatest influence on the e-satisfaction, followed by reliability, and brand image. While customer loyalty has the greatest influence on the online purchase intention, followed by tangible (i.e., the online shopping website looks attractive, the website has good layout).
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ItemA proposed ODI to improve motivation and loyalty among engineers: a case study of UNC CompanyThe purpose of this study is to describe and analyze the current situation of UNC Company in terms of improving motivation and loyalty among engineers in an engineering department which had a high rate of turnover. On the basis of the initial assessment, the researcher identified, developed and proposed appropriate OD interventions to improve motivation and loyalty in the UNC Company. Using the action research model, this study at the diagnostic phase used survey questionnaire to collect quantitative data from 30 respondents who were engineers of UNC Company. A statistic program was used to analyze the results of the research by descriptive statistics, average weighted mean and multiple regression. Finding showed that Motivation and Loyalty were interconnected. Therefore, it is strongly recommended to improve intrinsic motivation, loyalty and include career management.
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ItemStrategies to improve graduate satisfaction and loyalty on art strategies workshops in secondary schools in Tianfu New Area, Chengdu, ChinaThis study aims to determine the factors influencing graduate satisfaction and loyalty in Art Workshops in Secondary Schools in Tianfu, New Area, Chengdu and design strategies to improve graduate satisfaction and loyalty in Art Workshops in Secondary Schools. This research employs quantitative research, using the online structured questionnaire was used with 295 respondents who are alumni of the art workshops. The quantitative results of descriptive and inferential statistical analysis show that service innovation, service quality, and value significantly influencing graduate satisfaction and loyalty to art workshops in secondary schools. Based on the results of this study strategies to improve the quality of art workshops were recommended.