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.
This purpose of this paper is to explore the key success factors influencing students trust on Tesco grocery services. Using survey approach, the study adopted, simple random sampling in selecting a total of 70 students of the University of Bedfordshire who shop at Tesco. The analysis shows that organisations feel that customer trust gradually turns into customer loyalty. The findings revealed that a number of factors shapes students trust in Tesco grocery services mainly convenience, price and the quality of products and services.
The purpose of this study is to inquire the impact of e-participation levels which influence the participants to participate in e-governance websites. We also explore the mediating effect of user trust during participation in e-governance websites. This research is based on questionnaires which are distributed among university student. Total 150 questionnaires were distributed among the students in faculty of social sciences in GCUF. The results of this study shows significant relation among the e-participation levels and intentions to participate in e-governance. Trust of people in e-governance websites also mediates this relation and significant impact. So, we can say that if greater the e participation, greater will be the intention to participate in e-governance. Governments need to assert the role of citizens in the decision making process. Such assertion is done through the e-participation process.
This study examines the relationship between organizational resilience and the following predictors: openness, trust, authenticity, and proaction. The predictors were derived from Flach’s (1988), Weick’s (1993), and Malak’s (1998) sources of organizational resilience. The rationale for this study is based on the overwhelming support from the literature that organizations must become resilient if they hope to survive environmental turbulence (see Doe, 1994; Horne, 1997; Lengnick-Hall & Beck, 2009; Kerr, 2016; Livingstone, 2016). To achieve the objectives of the study, data was collected from employees of higher education institutions in the Philippines. Of the 779 instruments distributed, only 267 instruments were used due to incomplete instruments, outliers, normality, and other considerations. A path analysis was used to deduce whether the hypothetical model developed from the literature represents the reality. The results suggest that openness, trust, authenticity, and proaction explain 47% of the variation in organizational resilience. Further, evidence also suggest that proaction has the highest effect on organizational resilience although it was highly influenced by trust. Finally, a predictive model (structural equation model) which was different from the hypothesized model was achieved in terms of model fit and significant relationships. A major contribution of this study is the pinpointing of the substance of organizational resilience—that reservoir of vulnerability that is grown by an organization through trust—rather than defining it by what organizations are able to do because it has resilience—bouncing back from or absorbing adverse consequences. This paper discusses the results of the study, the implications for managers, and the recommendations for further research
Effect of Relationship Marketing and Relationship Marketing Programs on Customer Loyalty (Published)
This study examines the relationship between relationship quality and customer loyalty. Specifically, the study seeks to investigate the influence of customer trust, satisfaction and commitment on loyalty and to ascertain the effect of the relationship marketing program adopted by pension firms on customer loyalty. Regression analysis is used to test the model based on data obtained from a sample of 354 customers of pension service firms from Nnamdi Azikiwe University, Awka. Anambra state. The results provide evidence to support the effect of customer trust and satisfaction on customer loyalty. The contribution of commitment to the model is not supported. Additionally, support was found for the effect of relationship marketing program on loyalty. Firms may consider building relationship with customers by engendering a feeling of trust; invest in customer satisfaction and recruit and train socially, and service oriented frontline employees to create strong ties with customers.