Abstract: The globalization of football especially among youth over the decade is uprising. Nigeria youth displaying football jerseys at every opportunity is an acceptance of football globalization. The Love for English Premier League (EPL) football jersey is very strong among Nigeria fans. Football club jerseys of the EPL are a common sports product among fans in Nigeria. This study investigates the contribution of football club jerseys towards EPL fans’ loyalty in Nigeria. Descriptive survey research design was used for the study. The population consists of EPL fans in Nigeria. Simple random sampling technique (fish bowl without replacement) was used to select two states from the six geo-political zones. Purposive sampling technique was used to pick eight viewing centres while accidental sampling technique was used to pick five vendor stands from each State. An average of 250 respondents was selected from each state. A total of 3,200 respondents participated in the research. Two research instruments were used. A self-developed structured questionnaire on Football Jersey Scale (FJS): The instrument consists of 10 items. Fans Loyalty Scale (FLS): The instrument was modified from the psychological commitment to team (PCT) scale, and consists of 20 items. The Cronbach’s Alpha reliability coefficient of 0.72 and 0.75 was obtained, respectively. The hypothesis was tested at 0.05 significant levels. Data were analysed using frequency, percentages count, pie chart and multiple regressions. The result showed that the b-value of football club jersey is 0.148 also the standard regression coefficient (Beta) is 0.089. The t = 4.759 is statistically significant at p = 0.000. This signified a relative contribution of football club jersey on EPL fans loyalty in Nigeria. Club jersey, which is the most outstanding identifier of every club, was found to significantly predict loyalty. The jersey on the body of the fan has become the site for a declaration of loyalty which becomes available for social interaction and negotiation. The Nigerian local league clubs in an attempt to keep Nigerian fans loyal must borrow a leaf from their European counterparts.
Abstract: As the world is progressing, the needs and demands of the consumer market are also changing. Nowadays the trends of consumer purchase decisions are dependent upon multiple factors. This study aims to identify the influential impact of country of origin over the perception and devotion towards daily personal care products specifically in reference to the knowledge and awareness regarding that particular brand in Pakistan. To corroborate this study, a 30-item brand origin questionnaire has been used with 300 purchase decision makers belonging to different age groups. To illustrate this study, a model has been developed based on brand origin, brand awareness and brand loyalty. Correlation and regression analysis have been used to find out the results which conclude the findings on the perspective of Pakistan’s consumer market as that brand origin has a direct relationship with brand loyalty provided that the consumer has a positive brand awareness. Support for the fact that brand origin impacts brand loyalty through brand awareness has been presented in this study.
Abstract: E-commerce is a business model that allows companies to optimize the processes of buying, selling, transferring goods and exchanging services through computer networks or the Internet. In Peru, the electronic commerce is used infrequently. This situation is due, in part to the fact that there is no model that allows companies to implement an e-commerce solution, which means that most SMEs do not have adequate knowledge to adapt to electronic commerce. In this work, a reference model is proposed for the implementation of an e-commerce solution in Peruvian SMEs in the retail sector. It consists of five phases: Business Analysis, Business Modeling, Implementation, Post Implementation and Results. The present model was validated in a SME of the Peruvian retail sector through the implementation of an electronic commerce platform, through which the company increased its sales through the delivery channel by 10% in the first month of deployment. This result showed that the model is easy to implement, is economical and agile. In addition, it allowed the company to increase its business offer, adapt to e-commerce and improve customer loyalty.
Abstract: This study aims to (1) investigate the corporate vision factor influencing Rajabhat University brand building in Thailand and (2) explore influences of brand building upon Rajabhat University stakeholders’ loyalty, and the research method will use mixed methods to conduct qualitative research with the quantitative research. The qualitative will approach by Indebt-interview the executive of Rathanagosin Rajabhat University group for 6 key informants and the quantitative data was collected by questionnaires distributed to stakeholder including instructors, staff, students and parents of the Rathanagosin Rajabhat University group for 400 sampling were selected by multi-stage sampling method. Data was analyzed by Structural Equation Modeling: SEM and also provide the focus group interview for confirming the model. Findings corporate vision had a direct and positive influence on Rajabhat University brand building were showed direct and positive influence on stakeholder’s loyalty and stakeholder’s loyalty was indirectly influenced by corporate vision through Rajabhat University brand building.
Abstract: Fierce competition in smartphone market may encourage users to switch brands when buying a new smartphone. However, many smartphone users continue to use the same brand although other branded smartphones are perceived to be more attractive. The purpose of this study is to identify and analyze the effects of brand loyalty toward incumbent smartphone on new smartphone adoption. For this purpose, a research model including two hypotheses, the positive effect on rational judgments and the negative effect on rational judgments, are proposed based on the dual process theory. For the validation of the research model, the data was collected by surveying Korean university students and tested by the group comparison between high and low brand loyalty. The results show that the two hypotheses were statistically supported.
Abstract: Pre-construction is essential in achieving the success of a construction project. Due to the early involvement of project participants in the construction phase, project managers are able to plan ahead and solve issues well in advance leading to the success of the project and the satisfaction of the client. This research utilizes quantitative data derived from construction management projects in order to identify the relationship between pre-construction, construction schedule, and client satisfaction. A total of 65 construction projects and 93 clients were investigated for this research in an attempt to identify (a) the relationship between pre-construction and schedule reduction, and (b) pre-construction and client loyalty. Based on the quantitative analysis, this research was able to establish a negative correlation based on 65 construction projects between pre-construction and project schedule existed. This finding represents that the more pre-construction is performed for a certain project, the overall construction schedule decreased. Then, to determine the relationship between pre-construction and client satisfaction, Net Promoter Score (NPS) of 93 clients from the 65 projects was utilized. Pre-construction and NPS was further analyzed and a positive correlation was found between the two. This infers that clients tend to be more satisfied with projects with higher ratio of pre-construction than those projects with less pre-construction.
Abstract: In recent days, there is a change and the ongoing development of the telecommunications sector in the global market. In this sector, churn analysis techniques are commonly used for analysing why some customers terminate their service subscriptions prematurely. In addition, customer churn is utmost significant in this sector since it causes to important business loss. Many companies make various researches in order to prevent losses while increasing customer loyalty. Although a large quantity of accumulated data is available in this sector, their usefulness is limited by data quality and relevance. In this paper, a cost-sensitive feature selection framework is developed aiming to obtain the feature reducts to predict customer churn. The framework is a cost based optional pre-processing stage to remove redundant features for churn management. In addition, this cost-based feature selection algorithm is applied in a telecommunication company in Turkey and the results obtained with this algorithm.
Abstract: This paper aims to link together the concepts of job
satisfaction, work engagement, trust, job meaningfulness and loyalty
to the organisation focusing on specific type of employment –
academic jobs. The research investigates the relationships between
job satisfaction, work engagement and loyalty as well as the impact
of trust and job meaningfulness on the work engagement and loyalty.
The survey was conducted in one of the largest Latvian higher
education institutions and the sample was drawn from academic staff
(n=326). Structured questionnaire with 44 reflective type questions
was developed to measure the constructs. Data was analysed using
SPSS and Smart-PLS software. Variance based structural equation
modelling (PLS-SEM) technique was used to test the model and to
predict the most important factors relevant to employee engagement
and loyalty. The first order model included two endogenous
constructs (loyalty and intention to stay and recommend to work in
this organisation, and employee engagement), as well as six
exogenous constructs (feeling of fair treatment and trust in
management; career growth opportunities; compensation, pay and
benefits; management; colleagues and teamwork; and finally job
meaningfulness). Job satisfaction was developed as second order
construct and both: first and second order models were designed for
data analysis. It was found that academics are more engaged than
satisfied with their work and main reason for that was found to be job
meaningfulness, which is significant predictor for work engagement,
but not for job satisfaction. Compensation is not significantly related
to work engagement, but only to job satisfaction. Trust was not
significantly related neither to engagement, nor to satisfaction,
however, it appeared to be significant predictor of loyalty and
intentions to stay with the University. Paper revealed academic jobs
as specific kind of employment where employees can be more
engaged than satisfied and highlighted the specific role of job
meaningfulness in the University settings.
Abstract: Given the increase in the number of e-commerce sites,
the number of competitors has become very important. This means
that companies have to take appropriate decisions in order to meet the
expectations of their customers and satisfy their needs. In this paper,
we present a case study of applying LRFM (length, recency,
frequency and monetary) model and clustering techniques in the
sector of electronic commerce with a view to evaluating customers’
values of the Moroccan e-commerce websites and then developing
effective marketing strategies. To achieve these objectives, we adopt
LRFM model by applying a two-stage clustering method. In the first
stage, the self-organizing maps method is used to determine the best
number of clusters and the initial centroid. In the second stage, kmeans
method is applied to segment 730 customers into nine clusters
according to their L, R, F and M values. The results show that the
cluster 6 is the most important cluster because the average values of
L, R, F and M are higher than the overall average value. In addition,
this study has considered another variable that describes the mode of
payment used by customers to improve and strengthen clusters’
analysis. The clusters’ analysis demonstrates that the payment method is
one of the key indicators of a new index which allows to assess the
level of customers’ confidence in the company's Website.
Abstract: The aim of this study is to investigate the relationship
between expectation, satisfaction and loyalty of South Korean
tourists visiting Turkey. In the research, a questionnaire was used as a
data collecting tool. The questionnaires are filled by South Korean
tourists coming to Turkey through package tours and individual. The
survey was conducted in 2014 in Nevsehir (Cappadocia Region) and
Istanbul. Tourist guides and agency staff have helped the
implementation of surveys. The survey questions are composed of 4
parts, which are “demographic characteristics of tourists”, “travel
behavior characteristics”, “perception of expectations on destination
attributes” and “perception of destination loyalty”. 5-point Likert
type scale including 28 destination attributes was used to measure the
expectations of South Korean tourists coming to Turkey. Questions
were directed to the tourists to measure the destination loyalty. The
questions relating to destination loyalty are “Talking about Turkey to
others”, “Recommendation Turkey to others” and “Tourists’
intentions to revisit Turkey”. The basic hypothesis of the research is
that there is a statistically significant relationship among
expectations, satisfactions and destination loyalty of South Korean
tourists coming to Turkey. The results indicated that the expectation
had a significant effect on overall satisfaction. In addition it was seen
that between overall satisfaction of tourists and destination loyalty
had a significant relationship. Based on findings, some suggestions
for tour operators and travel agencies were made.
Abstract: Experiential marketing is one of the marketing
approaches that offer an exceptional framework to integrate elements
of experience and entertainment in a product or service. Experiential
marketing is defined as a memorable experience that goes deeply into
the customer’s mind. Besides that, customer satisfaction is defined as
an emotional response to the experiences provided by and associated
with particular products or services purchased. Thus, experiential
marketing activities can affect the level of customer satisfaction and
loyalty. In this context, the research aims to explore the relationship
among experiential marketing, customer satisfaction and customer
loyalty among the cosmetic products customers in Konya. The partial
least squares (PLS) method is used to analyze the survey data.
Findings of the present study revealed that experiential marketing has
been a significant predictor of customer satisfaction and customer
loyalty, and also experiential marketing has a significantly positive
effect on customer satisfaction and customer loyalty.
Abstract: The purpose of this study is to examine the possible
link between employee and customer satisfaction. The service
provided by employees, help to build a good relationship with
customers and can help at increasing their loyalty. Published data for
job satisfaction and indicators of customer services of banks were
gathered from relevant published works which included data from
five different countries. The scores of customers and employees
satisfaction of the different published works were transformed and
normalized to the scale of 1 to 100. The data were analyzed and a
regression analysis of the two parameters was used to describe the
link between employee’s satisfaction and customer’s satisfaction.
Assuming that employee satisfaction has a significant influence on
customer’s service and the resulting customer satisfaction, the
reviewed data indicate that employee’s satisfaction contributes
significantly on the level of customer satisfaction in the Banking
sector. There was a significant correlation between the two
parameters (Pearson correlation R2=0.52 P
Abstract: Game addiction has become an extremely important topic in psychology researchers, particularly in understanding and explaining why individuals become addicted (to video games). In previous studies, effect of online game addiction on social responsibilities, health problems, government action, and the behaviors of individuals to purchase and the causes of making individuals addicted on the video games has been discussed. Extending these concepts in marketing, it could be argued than the phenomenon could enlighten and extending our understanding on consumer loyalty. This study took the Grounded Theory approach, and found that motivation, satisfaction, fulfillments, exploration and achievements to be part of the important elements that builds consumer loyalty.
Abstract: Literature review revealed the importance of the
adoption of marketing Relationship for loyalty and retaining
profitable customer (Customer Relationship Management). LPQ
satisfaction will reinforce the loyalty and customer brand
attachment. Customer will communicate the operator to others. The
focus of this study is to examine the relationship between the
LPPQ and the WOM recommendations through: customer
satisfaction, loyalty and attachment. The results show that LPQ
affect positively the satisfaction, negatively the loyalty. LPQ has an
indirectly effect on WOM recommendations but through the
satisfaction and attachment. The mediating effect of satisfaction in
the relationship between LPQ and Loyalty is rejected. This finding
can be explained by the nature of mobile sector in Tunisia.
Abstract: Modern retailers such as hypermarket/supermarket
need to be more customer-oriented in order to survive in today-s
competitive business world. As a result, the investigation of
determinant factors of store loyalty becomes important issue for
modern retailing players. This study suggests that consumers- store
loyalty in the modern retailing market (hypermarkets and
supermarkets) is influenced by environmental factors (such as store
image, store personnel). Using a model of stimulus-organismresponse
(S-O-R), this research examines S-R relationship of store
loyalty. S-O-R framework is derived from the existence literature and
tested empirically based on Indonesian consumers- experience. The
stimuli for this study are store image, store personnel, satisfaction
and culture factors. Affect, or the consumers- liking to modern
retailing stores, mediates the chosen environmental factors on
consumer-s store loyalty. The findings showed that store image, store
satisfaction and culture have significant positive relationship to store
loyalty via affect.
Abstract: Tourism researchers have recently focused on repeat visitation as a part of destination loyalty. Different models have also considered satisfaction as the main determinant of revisit intention, while findings in many studies show it as a continuous issue. This conceptual paper attempts at evaluating recent empirical studies on satisfaction and revisit intention. Based on limitations and gaps in recent studies, the current paper suggests a new model that would be more comprehensive than those in previous studies. The new model offers new relationships between antecedents (destination image, perceived value, specific novelty seeking, and distance to destination) and both of satisfaction and revisit intention. Revisit intention in turn is suggested to be measured in a temporal approach.
Abstract: The aim of this research is to develop the
understanding of corporate social responsibility (CSR) from
consumers- perspective toward Thai mobile service providers.
Based on the survey from 400 mobile customers, the result
shows that four dimensions of CSR of Thai mobile service
providers consist of economic, legal, ethical and philanthropic
responsibility. These four CSR factors have positive impacts
on enhancing customer satisfaction except one item of
economic responsibility - profitability to shareholders. Ethical
dimension has the strongest impact on customer satisfaction.
Economic, legal, ethical, philanthropic responsibility and
customer satisfaction have major impact on loyalty, whilst
philanthropic component mostly affects loyalty.
Abstract: The main purpose of this study is to analyze the
feelings of tourists for the service quality of the bikeway. In addition,
this study also analyzed the causal relationship between service
quality and satisfaction to visitor-s lane loyalty. In this study, the Ya
Tam San bikeway visitor-s subjects, using the designated convenience
sampling carried out the survey, a total of 651 questionnaires were
validly. Valid questionnaires after statistical analysis, the following
findings: 1. Visitor-s lane highest quality of service project: the routes
through the region weather pleasant. Lane "with health and sports," the
highest satisfaction various factors of service quality and satisfaction,
loyal between correlations exist. 4. Guided tours of bikeways, the
quality of the environment, and modeling imagery can effectively
predict visitor satisfaction. 5. Quality of bikeway, public facilities,
guided tours, and modeling imagery can effectively predict visitor
loyalty. According to the above results, the study not only makes
recommendations to the government units and the bicycle industry,
also asked the research direction for future researchers.
Abstract: With previous studies that examined the importance
of functional store image and CSR, this study is aimed at examining
their effects in the self-congruity model in influencing store loyalty.
In particular, this study developed and tested a structural model in the
context of retailing industry on the self-congruity theory. Whilst
much of the self-congruity studies have incorporated functional store
image, there has been lack of studies that examined social
responsibility image of retail stores in the self-congruity studies.
Findings indicate that self-congruity influence on store loyalty was
mediated by both functional store image and social responsibility
image. In influencing store loyalty, the findings have shown that
social responsibility image has a stronger influence on store loyalty
than functional store image. This study offers important findings and
implications for future research as it presents a new framework on
the importance of social responsibility image.
Abstract: Innovation is being view from four areas of
innovation, product, service, technology, and marketing. Whereas
customer loyalty is composed of customer expectation, perceived
quality, perceived value, corporate image, customer satisfaction,
customer trust/confidence, customer commitment, customer
complaint, and customer loyalty. This study aimed to investigate the
influence of innovation factors to customer loyalty to GSM in the
telecom companies where use of products and services. Structural
Equation Modeling (SEM) using to analyze innovation factors. It was
found the factor of innovation have significant influence on customer
loyalty.