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The research objectives is to examine the causality relationship that occurs between WEBQUAL, trust, engagement, and backpacker loyalty. This study adopted data sourced from the backpacker community members in Southeast Sulawesi Province, Indonesia as respondents who made online bookings at four online booking retailers, namely;Traveloka.com, Tiket.com, Alibaba.com, and Pegipegi.com. The number of the backpacker community members as respondents is 176 respondents. Testing of causality is done by using Partial Least Squared (PLS). The research found are WEBQUAL which consists of information, system, and service quality has a significant direct effect on trust and engagement. Other found in this research are trust and engagement had a significant direct effect on backpacker loyalty. Furthermore, this research found are WEBQUAL which consists of;information, system, and service quality have a significant indirect effect on backpacker loyalty through the mediating role of trust and engagement.
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Purpose: Social customer relationship management (SCRM) is an evolving strategy gaining prominence in the hotel industry by cultivating new, improved relationships through engaging customers on social media (SM) platforms. Accordingly, this study aims to assess the effect of SCRM on customer service and customer loyalty (CL) in the hotel industry. This study also explores the moderating effect of COVID-19 (EC) on the relationship between (customer engagement [CE] and improved customer service [ICS]) and (CE and trust [TR]). Design/methodology/approach: This study develops and tests the SCRM model using structural equation modelling on a sample size of 214 responses. The questionnaire was administered online to the customers of five preselected global hotel chains. The criteria for selecting the participants were that they must have tweeted from their Twitter handle by using # (hashtag) hotel name to resolve any customer service issues. Findings: Results denote that CE significantly impacts ICS. CE was also found to exert a substantial effect on TR. The moderating EC was also found to be significant, but the effect was weak. Although the customers were extensively impacted by the pandemic and were initially hesitant to visit hotels, SCRM proved to be a powerful tool to gain back customer trust (CT) and develop CL by upsurging the shadows of COVID-19. Practical implications: This study suggests that viable enforcement of the SCRM system can assist in real-time monitoring and tracking of customers' activities. This can develop a more profound connection with customers through CE which can boost the co-innovation process. Originality/value: This study denotes a pioneer attempt to investigate the relationships between SCRM, CE, CT, ICS, CL and COVID-19 in the same framework in a SM context.
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Los tiempos de COVID-19 han generado aislamiento social en las personas y —también— se ha incrementado la compra online. El presente artículo basado en el estudio en 371 consumidores peruanos busca evaluar el efecto actual de la calidad del sitio web, la satisfacción del cliente y la confianza del cliente sobre la recompra en línea. Fue un estudio transversal que utilizó una encuesta en línea. Veintidós preguntas evaluaron la intención de recompra de los consumidores. Se utilizó un análisis técnico SEM-PLS. Se encontró que la calidad del sitio web tuvo una influencia positiva en la satisfacción del cliente e influyó positivamente en la confianza del cliente;asimismo, la satisfacción del cliente tuvo una influencia positiva en la confianza del cliente y en la intención de recompra en línea;y la confianza del cliente tuvo una influencia positiva en la confianza en línea y la intención de recompra. El modelo explicó el 20,6% de la intención de recompra online. Los resultados de la prueba de arranque se utilizaron para evaluar si los coeficientes de trayectoria son significativos. Los resultados pueden ayudar a las empresas a desarrollar planes estratégicos para aumentar las compras en línea. La novedad se basa en el uso de la técnica de modelado de ecuaciones estructurales de mínimos cuadrados parciales (PLS-SEM)Alternate : COVID-19 has led to social isolation and a subsequent increase in online shopping has been observed. The present study is based on theory of reasoned action and focused on 371 Peruvian consumers, it seeks to evaluate the current effect of the website quality, customer satisfaction, and customer trust in online repurchases. The current study is cross-sectional and uses an online survey with 22 questions that evaluated consumers repurchase intentions. A technical SEM-PLS analysis was used. It was found that website quality had a positive influence on customer satisfaction, website quality positively influenced customer trust, customer satisfaction had a positive influence on customer trust, customer satisfaction had a positive influence on online repurchase intention, and customer trust had a positive influence on online repurchase intention. The model explained 20.6% of online repurchase intention behavior. Outcomes of the bootstrapping test were used to evaluate if path coefficients are significant. The outcomes can help companies to develop strategic plans to increase online purchasing. The novelty is based on using the partial least squares structural equation modeling (SEM-PLS) technique
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This article offers some advice on how veterinary practices can effectively use mobile apps and digital technology to improve the client experience.
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Theme parks feature different themes such as films and stories. They often socialize their patrons before they visit, which makes them an ideal context for exploring customer organizational socialization's influences. Considering the challenges theme parks face after the COVID-19, customer citizenship behavior, which is a kind of discretionary, spontaneous, and positive behavior towards the theme parks, is strongly suggested. This study aims to examine the relationship between customer organizational socialization and CCB towards organizations (CCB-O), employees (CCB-E), and other customers (CCB-C). Based on affective events theory, an integrated model is proposed with customer delight and affective commitment as the mediating factors. It is empirically tested on a sample of 413theme park visitors in Shanghai Disneyland and Ningbo Fantawild theme parks. Covariance-based structural equation modeling (CB-SEM) and bootstrapping methods through SPSS 25 and Mplus 8 are adopted as the key analytical techniques. The results reveal: (1) Customer organizational socialization positively influences all three targetbased CCB. It has the strongest total effect on CCB-O, and the weakest total effect on CCB-C. (2) Both customer delight and affective commitment play a mediating role in the relationship between customer organizational socialization and CCB. The affective commitment however is found to play a more critical role than customer delight. Specifically, customer delight does not mediate the effect of customer organizational socialization on CCB-E or CCB-C, while affective commitment mediates the relationships between customer organizational socialization and all three types of CCB. (3) Customer delight and affective commitment have different chain mediating effects between customer organizational socialization and different types of CCB. This study offers some theoretical contributions. First, this study enriched customer research by introducing theories from the organizational behavior field, and further highlighted customers' role as"partial employees". Second, this study explored the mechanism of customer organizational socialization on CCB at both emotional and attitudinal levels. The results in part challenged previous research that suggested customer delight is the core outcome of the theme park experience. Third, this study extended the application of affective events theory to customer research in the theme park context. The research findings are also insightful for theme park managers. First, various strategies can be taken to enhance customer organizational socialization. Successful theme parks always possess themes that have laid a good market foundation. Their visitors thereby absorb the knowledge before they visit the park, and are likely to do good things for the park. Second, ways to enhance customer delight and affective commitment, especially affective commitment, should be developed in theme parks, so that more CCB can be encouraged and help to alleviate the cost of running theme parks.
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Introduction: Brazil is ranked third in the world in fitness service billing, with 34,509 registered gyms. However, the COVID-19 pandemic brought challenges and a drop in this revenue. Consequently, the gyms were forced to adopt new management and marketing strategies to stay in the market facing the contemporary context. Background: To identify the sports marketing strategies used by gym managers in Ribeirao Preto, SP, Brazil, to keep and attract new customers during the COVID-19 pandemic. Methods: A qualitative study was performed through semi-structured interviews, conducted through the Google Meet tool, recorded to be transcribed and analyzed. Results: Among the strategies used by the six managers interviewed stand out: gym safety and cleanliness as marketing;the prioritization of the relationship with customers as the main form of retention;the overuse of bonus marketing;packages and more attractive monthly fees to keep and at the same time attract new customers;and, also the use of social networks as the main form of attraction. The problems were similar among the managers, with at least 1/3 indicating the lack of a specific budget for marketing, centralized campaigns in other locations or franchises, inefficient live broadcasts, and traditional marketing with a very high cost. Final words: The managers needed to overcome the pandemic obstacles to plan and promote marketing strategies for gyms with different objectives, public, and size. There are still few studies on the relationship between marketing and Brazil's fitness market, highlighting the importance of more studies that address this theme.
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Economic activity must grow and develop faster than the growth in the number of people looking for work. One closely related element to economic growth is MSMEs, namely micro, small and medium enterprises. Indonesia's wealth assets that can be used as objects of batik tourism are also used as Indonesian cultural identity to the world. It is the reason that attracts researchers to make Batik Blimbing Malang SMEs the research object. Currently, the main task of Batik Blimbing Malang that must be carried out as a batik industry that is sufficiently developed to maintain the viability of its business in the situation of the COVID-19 pandemic era, is one of them by designing appropriate promotional strategies to face market competition. Therefore, this study aims to explore the sales promotion strategy of SMEs by conducting a qualitative research approach. This study was conducted on Batik Blimbing Malang. The results showed that the strategy of Batik Blimbing Malang in maintaining its business continuity, among others, was to do several points, including: Advertising, Personal selling, Sales promotion, Public relations, Word of mouth, Customer relationship.
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Customer relationship management (CRM) plays an important role in ensuring the success of companies. Attracting and retaining valuable, satisfied, and loyal customers are important goals of CRM. The aim of the paper is to highlight the crucial role of the relationship between companies and their satisfied customers in achieving long-term performance. Using mathematical, relational, and accounting models, companies could answer the question posed by the research: "How do we reduce the costs of unsatisfied customers and how do we improve the relationship with customers?". The research results show that by implementing these models, only 2 out of 10 restaurants have positive Net Promoter Score (NPS) and Customer Satisfaction Index (CSI), the costs related to unsatisfied customers being high for all other restaurants. The research results show the number of dissatisfied customers and a plan to turn them into satisfied customers and achieve superior performance. By knowing these issues in advance, companies can improve these relationships, increasing customer satisfaction and loyalty and thus improving their economic performance.
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This study aimed to determine the effect of corporate social responsibility (CSR) on consumer satisfaction and loyalty in the Peruvian private banking sector. A total of 390 bank consumers fulfilled an online survey. It evaluated the effect of corporate social responsibility (CSR), customer satisfaction (CS), and customer trust (CT) on customer loyalty. The results suggest that CSR and customer satisfaction, through customer trust, have a positive effect on customer loyalty. The model explained 63.6% of customer loyalty. Outcomes of the bootstrapping test showed that the path coefficients were significant. The research findings may help bank managers to understand customers’ satisfaction and trust, which can create a preference and loyalty for their firms. The study’s novelty is based on the use of the partial least square structural equation modeling technique (PLS-SEM) to evaluate CSR in the financial sector in Peru.
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Tourism has emerged as one of the great activities of the 21st century;however, due to globalization and the development of the Internet, travel agencies see some of their business principles being changed by new technologies. Furthermore, the impacts of the pandemic crisis (SARS-COV2) have been highly negative. In the field of tourism, travel agencies have been one of the parts that have undergone the most changes. Countless people have gone to a travel agency to book their trips in the past decade. However, this process is not always carried out in the same way. With the appearance and constant development of new technologies, the first online travel agencies emerged. In addition, the consumer becomes increasingly independent in their travel purchases, and the travel agent's work is limited. Online travel agencies advertise more, offering more attractive prices and other conditions that attract customers to buy their trips without going to a travel agency in a physical space. The relationship between agency and tourist is essentially online. Thus, it is essential to analyze the role of travel agents who have their physical spaces open and intend to increase their business by strengthening customer relationships. It is necessary to focus on consumer trust and loyalty while creating and establishing brand or company value. Thus, the results obtained in this study, through a self-administered questionnaire, from a sample of 512 observations, demonstrate that the perceived quality of the relationship influences the brand's awareness and customer loyalty: consumer satisfaction and trust. In this context, this study highlights the importance of the human relationship in selling tourist products and the tourist's previous experience in loyalty to the travel agency.
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This article examines the impact of information systems on customer relationship marketing in the hotel industry during COVID-19. A structured questionnaire was developed to gather data from users connected with the hotel industry in Delhi/ NCR associated with HAI for the study. The research design used for the study is quantitative data analysis that was helpful in the collection of deep and trustworthy data in the field. Regression analyses has been employed to measure the relationships and impact among the dependent and independent variables. The findings of this study provide significant insight for the planners and marketers in the hotel industry into the benefits of information systems usage in customer relationship marketing during COVID-19. The study contributes to institutional theory and customer utility theory.
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Complaint management can become a process where one-to-one meetings are held with the customer, and customer loyalty is created by turning the crisis arising from dissatisfaction into an opportunity if managed correctly. Therefore, it is essential to use interpersonal communication techniques correctly and to analyze the customer's complaints and expectations correctly. In order to establish a healthy communication with the customer and a strong customer relationship management, complaints should be managed strategically. In this context, it was announced between April 29th and May 17th, 2021 and lasted for 19 days, in order to understand what kind of strategies the companies followed to eliminate the disruptions in the purchasing experience offered to customers during the full closure process, due to the fact that users turned to online shopping during the COVID 19 pandemic, where all life flows through social media. Customer complaints of the "Gittigidiyor.com" online shopping site, which was selected as the "most successful brand" by the website, from the relevant link of the official website of "Sikayetvar.com", in the period covering the full closing period and the first 19 days of the full opening period started as of July 1st, 2021. examined. The negative experiences of the customers regarding the purchasing processes, the complainant customer profile of the company, the complaints and the communication with the customers in the process of resolving the complaints through the customer complaints on the website sahibinden.com were analyzed by content analysis method by creating a customer type model. There were no great differences in the number of complaints and solutions in the full opening and full closing processes. Gittigidiyor customers experience problems in 7 categories: return problems, lack of invoice or warranty document, problems caused by cargo, problems using coupons or discount vouchers, exchange problems, order cancellation problems and system-related problems. These complainant customer types, who personalize the negativities, regret, advise the company or the company's customers, give advice, take advantage, compare the company with its past and current situation or its competitors, accuse the company and make threats, have made an important contribution to Gittigidiyor with their feedback. Because the company dealt with these customers directly, found solutions to their problems, had one-on-one meetings using interpersonal communication techniques, and turned the crisis into an opportunity by managing the process correctly, the customers drew their complaints and gave the company 5 stars. (English) [ FROM AUTHOR] Şikâyet yönetimi, müşteri ile birebir görüşmenin yapıldığı, doğru yönetilirse memnuniyetsizlikten ortaya çıkan krizin fırsata çevrilerek müşteri sadakatinin yaratıldığı bir süreç haline gelebilmektedir. Bu yüzden de kişilerarası iletişim tekniklerinin doğru bir şekilde kullanılması, müşterinin, şikâyetinin ve beklentilerinin doğru analiz edilmesi elzemdir. Müşteri ile sağlıklı bir iletişimin kurulması ve güçlü bir müşteri ilişkileri yönetimi için, şikâyetlerin stratejik bir şekilde yönetilmesi gerekmektedir. Müşteri şikâyetini doğrundan firmaya ileterek kişilerarası iletişim sürecini başlatmaktadır. Bu bağlamda tüm hayatın sosyal medya üzerinden aktığı COVÍD 19 pandemisi sürecinde kullanıcıların online alışverişe yönelmesi nedeniyle şirketlerin tam kapanma sürecinde, müşterilere sunduğu satın alma deneyimindeki aksaklıkları gidermek üzere ne tür stratejiler izlediğini anlamak amacıyla 29 Nisan-17 Mayıs 2021 tarihleri arasında ilan edilen ve 19 gün süren tam kapanma dönemi ile 1 Temmuz 2021 tarihi itibariyle kapsamında başlatılan tam açılma döneminin ilk 19 gününü kapsayan süreçte "Şikayetvar.com"'un resmi internet sitesinin ilgili linkinden, site tarafından "en başarılı marka" olarak seçilen "Gittigidiyor.com" online alışveriş sitesinin müşterileri şikayetleri incelenmiştir. Müşterilerin, satın alma süreçlerine yönelik olumsuz deneyimleri, şikayetvar.com sitesi müşteri şikâyetleri üzerinden şirketin şikâyetçi müşteri profili, şikâyetleri ve müşterileriyle şikâyet çözme sürecindeki iletişimleri müşteri tipi modeli oluşturularak içerik analizi yöntemi ile incelenmiştir. Tam açılma ve tam kapanma süreçlerinde şikâyet ve çözüm sayılarında çok büyük farklılıklara rastlanmamıştır. "Gittigidiyor" müşterileri firmadan gerçekleştirdikleri alışverişlerde iade problemleri, fatura ya da garanti belgesinin olmayışı, kargodan kaynaklı sorunlar, kupon ya da indirim çeki kullanma sorunları, değişim problemleri, sipariş iptali problemleri ve sistemden kaynaklı sorunlar olmak üzere 7 kategoride sorunlar yaşanmaktadır. Olumsuzlukları kişiselleştiren, pişman, firmaya ya da firmanın müşterilerine akıl veren/nasihatte bulunan, üstünlük taslayan, firmayı geçmişi ve şimdiki hali ya da rakipleriyle kıyaslayan, firmayı suçlayan ve tehditler savuran bu şikâyetçi müşteri tipleri geribildirimleri ile "Gittigidiyor"'a önemli bir katkı sağlamışlardır. Çünkü firma bu müşterileriyle doğrudan ilgilenip, sorunlarına çözüm bulduğu, kişilerarası iletişim tekniklerini kullanarak birebir görüştüğü, süreci doğru yöneterek krizi fırsata çevirdiği için müşteriler bu şikâyetlerini çekip, firmaya 5 yıldız vermişlerdir. (Turkish) [ FROM AUTHOR] Copyright of International Journal of Eurasia Social Sciences / Uluslararasi Avrasya Sosyal Bilimler Dergisi is the property of International Journal of Eurosia Social Sciences / Uluslararasi Avrasya Sosyal Bilimler Dergisi and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full . (Copyright applies to all s.)
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Çalışmada diǧer kuşaklara göre teknoloji benimseme ve kullanma düzeyi görece daha zayıf olan Baby Boomers kuşaǧının pandemi sürecinde internet bankacılıǧı/mobil bankacılık kullanım davranışının müşteri deneyimi ve Covid-19 ekseninde ortaya konması amaçlanmaktadır. Bu amaç doǧrultusunda kolayda örnekleme yöntemi ile 176 katılımcıdan toplanan veri Yapısal Eşitlik Modellemesi kullanılarak analiz edilmiştir. Çalışma sonuçları Baby Boomers kuşaǧı müşterilerin internet bankacılıǧı/mobil bankacılık deneyimine ilişkin olumlu algıları arttıkça, bankaya olan güvenlerinin de arttıǧını ve bu hizmeti kullandıkları bankaya olan güvenleri ne kadar yüksekse, bankaya baǧlılıklarının da o oranda yüksek olacaǧına işaret etmektedir. Çalışmada müşteri deneyimi ile müşteri baǧlılıǧı arasında direkt bir ilişki bulgusu olmamasına raǧmen, sonuçlar bu müşterilerin pandemi sürecinde Covid-19'a yakalanma korkusunun, deneyim ile güven ve deneyim ile baǧlılık arasındaki ilişkiyi güçlendirdiǧini göstermektedir.Alternate :This study is aimed to reveal the internet banking/mobile banking usage behavior of the Baby Boomers generation, whose technology adoption and usage level is relatively poor compared to other generations in the pandemic, on the axis of customer experience and Covid-19. For this purpose, the data collected from 176 participants with convenience sampling method was analyzed using Structural Equation Model. The results of the study show that as the positive perceptions of Baby Boomers generation customers about their internet banking/mobile banking experience increased, their trust in the bank also increased;similarly, the higher the trust of the customers in the bank where they use this service, the higher their commitment to the bank. While the study results do not reflect a direct relationship between customer experience and customer commitment, it shows that these customers' Covid-19 fear during the pandemic strengthens the relationship between experience and trust and experience and commitment.