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1 – 10 of over 4000Rachel Wang, Rosa Codina, Yan Sun and Xiaoyu Ding
The COVID-19 pandemic has prompted the fast growth of online music festivals. This paper explores how festivalgoers' experience affects their satisfaction and drives their loyalty…
Abstract
Purpose
The COVID-19 pandemic has prompted the fast growth of online music festivals. This paper explores how festivalgoers' experience affects their satisfaction and drives their loyalty to re-attend online music festivals in China.
Design/methodology/approach
Based on an understanding of the music festival experience and the characteristics of live-streamed performances, this paper investigates five factors that affect festivalgoers' satisfaction and loyalty, namely the music experience, ambience experience, separation experience, social experience and novelty experience. The relationships between festivalgoers' experience, satisfaction and loyalty are also explored using structural equation modelling techniques.
Findings
The empirical results suggest that four of the above-mentioned five factors of the online music festival experience directly affect festivalgoers' satisfaction and loyalty. The online mode is a rapid adaptation of and preferred alternative to offline music festivals, whilst the creation of the experience, along with satisfaction with and loyalty to the online music festival, are determined by different factors compared to offline modes. Overall festival satisfaction positively enhances the relationship between festivalgoers' experience and loyalty to online music festivals.
Practical implications
This study offers a range of practical and managerial implications for organisers of online music festival, similar activities such as live-streaming concerts and stage performances and hybrid events.
Originality/value
This study explores a phenomenon that has evolved quickly since COVID-19 and will, potentially, have an ongoing and enduring impact on the music festival sector. It differentiates the understanding of festivalgoers' experience in online and offline modes, which is a new addition to the literature. It also enriches the theoretical understanding of the experience of, satisfaction with and loyalty to online music festivals.
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Deniz Karagöz and Haywantee Ramkissoon
The objective of this study was to examine the relationships among festival personality, satisfaction and loyalty. Also, the study further analyzed the moderation effect of…
Abstract
Purpose
The objective of this study was to examine the relationships among festival personality, satisfaction and loyalty. Also, the study further analyzed the moderation effect of involvement on the relationships between festival personality, satisfaction and loyalty.
Design/methodology/approach
The authors adopt a two-stage mixed-method approach. Through a list of brand personality traits from previous research and in-depth interviews with participants of a film festival, festival personality constructs were identified: exceptional, competent, reliable and cozy. The authors then analyzed an integrative model of festival personality, satisfaction, involvement and loyalty from the qualitative findings. A survey with a convenience sample of 279 film festival participants was conducted.
Findings
The findings suggest that festival personality influence satisfaction and loyalty. Furthermore, this study confirms the significant impact of involvement on the relationships between festival personality, satisfaction and loyalty.
Originality/value
This study enables authors to understand the festival personality from the perspective of the visitors and expands the theoretical understanding of how the personality of the festival affects the visitors. The findings of this study suggest that the festival personality can be predictors and determinants of participants' satisfaction and loyalty. Also, this is one of the first attempts to identify the effects of involvement on festival personality and its outcomes. Current research findings demonstrated involvement as a moderator variable in the relationships between festival personality and festival satisfaction and loyalty.
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Emmanuel Arthur, George Cudjoe Agbemabiese, George Kofi Amoako and Patrick Amfo Anim
This study aims to explore the role customer satisfaction play in mediating the nexus between commitment, trust, relative dependence and customer loyalty from an emerging market…
Abstract
Purpose
This study aims to explore the role customer satisfaction play in mediating the nexus between commitment, trust, relative dependence and customer loyalty from an emerging market context under a business-to-business (B2B) setting.
Design/methodology/approach
The study was a descriptive survey, and using convenience sampling technique, questionnaires were used to gather data from 356 businesses that were distributors of Guinness Ghana Company Limited. Partial least squares structural equation modeling was used to test the proposed hypotheses for this study, and macro-PROCESS was performed to test the mediating effect of customer satisfaction.
Findings
The findings show that relative dependence had the most considerable significant and positive impact on B2B partners satisfaction, followed by commitment and trust, respectively. A positive and significant relationship was also found between B2B firms’ satisfaction and loyalty. The result also indicates that customer satisfaction mediates the relationship between commitment, trust, relative dependence and B2B loyalty.
Practical implications
Practitioners can manipulate specific relative dependence, commitment and trust features to increase customer satisfaction with their firm’s services, thus ensuring longer-term customer loyalty.
Originality/value
Drawing on the social exchange theory, this study provides a more profound perspective focusing on an emerging market context, by examining from a B2B setting the significance of commitment, trust, relative dependence and B2B partners satisfaction on loyalty.
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Yilmaz Akgunduz, Mehmet Alper Nisari and Serpil Sungur
This study proposes a model that influences customer citizenship behavior during COVID-19, and empirically tests the effects of fast-food restaurant customers' perceptions of…
Abstract
Purpose
This study proposes a model that influences customer citizenship behavior during COVID-19, and empirically tests the effects of fast-food restaurant customers' perceptions of justice (price and procedural justice) on trust; trust on satisfaction and loyalty; and trust, satisfaction and loyalty on customer citizenship behavior. Furthermore, it was questioned whether there was a disparity between customer expectations based on the restaurant's image and consumption experience.
Design/methodology/approach
The data were gathered from customers of fast-food restaurants in the shopping centers in Turkey. The data set, which included 437 valid questionnaires, was subjected to CFA for validity and reliability, SEM analysis for hypothesis and paired sample t-Tests for the research questions.
Findings
The findings of the study indicate that perceived justice affects customer trust, which, consequently, affects customer loyalty and satisfaction during the COVID-19 period. Findings also demonstrate that, while customer loyalty and trust increase customer citizenship behavior, customer satisfaction alone is insufficient to increase customer citizenship behavior. The study also shows that during the COVID-19 period, fast-food restaurants should have raised awareness of employees’ fair behaviors toward the customers and provided additional services to differentiate themselves in the market. Also, it indicates that customer expectations related to price, cleanliness and professional appearance of staff are not met after taking service.
Originality/value
No research has been found in the literature focusing on the expectations, justice, trust, satisfaction, loyalty and citizenship behaviors of fast-food restaurant customers in the COVID-19 pandemic process. Therefore, the results can fill the gap in relevant literature by testing the relationships between justice, trust, satisfaction, loyalty and citizenship during the pandemic and provide inferences for fast-food business owners.
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Rania Ahmed Aly El Garem, Amira Fouad and Hassan Mohamed
This paper explores the effect of perceived service quality, trust, perceived value and perceived cost on patient satisfaction and loyalty as well as exploring the moderating…
Abstract
Purpose
This paper explores the effect of perceived service quality, trust, perceived value and perceived cost on patient satisfaction and loyalty as well as exploring the moderating role of the sociodemographic factors.
Design/methodology/approach
The data were gathered from 462 patients via a structured questionnaire, while structural equation modeling was utilized for the analysis.
Findings
Results indicated that trust, perceived value and patient satisfaction have important roles in shaping the patient loyalty, while patient satisfaction was found to fully mediate the patient’s perceived service quality. Loyalty relationship was also found to partially mediate the trust–loyalty relationship. Nonetheless, the patient’s satisfaction–loyalty relationship was found to be only moderated by the age factor.
Practical implications
Implications are provided to the Egyptian private hospitals in order for them to formulate improvement plans as well as set higher standards of conduct.
Originality/value
This original research is the first one, up to the researcher knowledge, that explores the drivers of patient satisfaction in the private hospitals in Egypt.
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Long Nguyen Phi, Dung Hoang Phuong and Thong Vu Huy
This paper seeks to revisit the interrelationship among tourists’ perceived value of the destination, tourist satisfaction and destination loyalty in the heritage tourism site of…
Abstract
Purpose
This paper seeks to revisit the interrelationship among tourists’ perceived value of the destination, tourist satisfaction and destination loyalty in the heritage tourism site of Hoi An. In addition, the moderating role of tourists’ perceived crowding, which has become remarkably common at the site, in such a triangle relationship will also be explored. In other words, this study aims to validate an extended model of perceived value – tourist satisfaction – destination loyalty – perceived crowding.
Design/methodology/approach
The study collects data from 403 tourists who visited Hoi An during peak season through an online questionnaire. The data were later analysed using AMOS and Warp partial least squares.
Findings
The results validate the significant and positive correlation among perceived value, customer satisfaction and destination loyalty. Also, perceived crowding was confirmed to affect the relationship among these three variables negatively. In terms of academic contributions, this paper empirically proved that low levels of tourist satisfaction and destination loyalty among tourists who highly value their visiting experience at World Heritage Sites (WHS) can be caused by perceived crowding.
Originality/value
So far, current literature has investigated the direct (either positive or negative) relationship between perceived crowding and post-visit behaviours of tourists (Nie et al., 2022; Papadopoulou, Ribeiro, & Prayag, 2023; Stemmer, Gjerald, & Øgaard, 2022). Broadening this area of research, the authors of this paper used the social interference theory and the stimulus-overload theory to explain the low level of tourist satisfaction and destination loyalty among tourists who highly value their visiting experience at WHS.
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Rashed Al Karim, Md Karim Rabiul and Sakia Kawser
This study aims to examine the effect of e-customer relationship management (e-CRM) on customer e-loyalty through e-service quality and e-satisfaction. This study also examines…
Abstract
Purpose
This study aims to examine the effect of e-customer relationship management (e-CRM) on customer e-loyalty through e-service quality and e-satisfaction. This study also examines how customers’ e-loyalty affects their willingness to recommend a banking service.
Design/methodology/approach
A total of 372 private bank customers from Chattogram, the second largest and only port city of Bangladesh, were chosen using a convenience sampling technique. Structured equation modelling was used to analyse the data.
Findings
E-CRM positively impacts e-service quality, customer e-satisfaction and customer e-loyalty. The association between e-CRM and customer e-loyalty is sequentially mediated by e-service quality and e-satisfaction. E-loyalty has a significant influence on willingness to recommend a banking service.
Practical implications
The findings will help Bangladeshi banks boost the number of prospective customers implementing e-CRM. In addition, mediators between e-CRM and e-loyalty provides managers a new insight on willingness to recommend a banking service.
Originality/value
The sequential mediation effect of e-service quality and customer e-satisfaction on the connection between e-CRM and e-loyalty represents the unique contribution and enriches the present e-CRM literature, particularly in the Bangladeshi private banking sector.
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Mokhalles Mohammad Mehdi, Arshan Kler and Lubna Nafees
This study aims to empirically examine the factors that affect mobile loyalty (m-loyalty) and its influence on customer reuse intention towards mobile instant messaging services…
Abstract
Purpose
This study aims to empirically examine the factors that affect mobile loyalty (m-loyalty) and its influence on customer reuse intention towards mobile instant messaging services. This study identified measurement items to assess the business users and individual users reuse intention towards mobile instant messaging services and test the relationship in the conceptual model. This study bridges a literature gap focusing on m-loyalty and its impact on customer reuse intention, which has not received attention previously.
Design/methodology/approach
To evaluate the influence of the factors, this study identified and extracted the items from past literature to develop the survey instrument. This study surveyed 600 respondents including business users and individual users from the Delhi-National Capital Region of India and applied the structural equation modelling to test the conceptual model.
Findings
The results revealed that satisfaction and m-loyalty have a direct effect on the business users and individual users’ reuse intention of mobile instant messaging services. This study found that satisfaction, usability, perceived value, commitment, trust and m-loyalty influence on business users reuse intention. This study indicate that enjoyment has an insignificant relationship on m-loyalty for business users followed by usability and enjoyment has an insignificant relationship on m-loyalty for individual users. Further, female gender does not moderate the relationship between satisfaction and business users reuse intention. The cognitive absorption and the unified theory of acceptance and use of technology (UTAUT) theories supported evaluating the association between the factors in the context of business and individual users reuse intention of mobile instant messaging service.
Research limitations/implications
The empirical findings imply that all the factors except enjoyment have directly influenced the business users reuse intention of mobile instant messaging. The significant influence of usability factor on the business users reuse intention towards mobile instant messaging is the major variation between the validated models of business and individual samples. The results of influencing factors of m-loyalty and its impact on customer reuse intention are associated with cognitive absorption and the UTAUT theories.
Practical implications
Focus on these factors can be beneficial for the business users, managers, mobile instant messaging service providers and application developers to increase customer loyalty and reuse intention for the mobile instant messaging services. This research will facilitate mobile instant messaging service providers to keep their services market relevant and focus on user satisfaction in building applications for loyalty.
Originality/value
This research identified measurement items from earlier literature to identify, analyze and verify the relevance of these factors in m-loyalty and customer reuse intention of mobile instant messaging services and fill the gap in customer reuse intention of mobile instant messaging services literature.
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Euisoo Kim, Sukkyu Kim and Yunduk Jeong
Based on a stimulus–organism–response theory, the purpose of this study is to empirically examine structural equation model linking personal involvement, positive emotions…
Abstract
Purpose
Based on a stimulus–organism–response theory, the purpose of this study is to empirically examine structural equation model linking personal involvement, positive emotions, tourist satisfaction and destination loyalty among sport tourists to a mega sport event. Moreover, moderating effects of place attachment on the relation between the aforementioned variables were investigated.
Design/methodology/approach
The validities and reliabilities of the measures were investigated through confirmatory factor analysis, Cronbach's alpha and correlation analysis. A structural equation modelling with maximum likelihood estimation was tested to analyze the relationships among the research variables using 383 participants.
Findings
The results revealed positive associations among stimulus (personal involvement), organism (positive emotions) and response (tourist satisfaction and destination loyalty). Moreover, the authors found moderating effect of place attachment on the relationships between personal involvement and positive emotions, personal involvement and tourist satisfaction and tourist satisfaction and destination loyalty.
Research limitations/implications
This study holds the potential to aid destination managers in acquiring a more profound comprehension of how personal involvement contributes to elicit positive emotions, keep tourists satisfied and build destination loyalty as well as demonstrating the moderating roles of place attachment. However, generalizing the findings to alternative contexts presents a formidable challenge. Enhancing the applicability of these findings could be achieved through prospective research endeavors that explore visitors in diverse cities spanning various continents.
Originality/value
The study contributed to the literature by providing empirical evidence that personal involvement evokes positive emotions while also plays significant role in improving satisfaction and loyalty. Given the importance of experiences in sport tourism, this study also confirmed the role of positive emotions on tourist satisfaction and destination loyalty. Additionally, this study examined the moderating effect of place attachment, which has not been investigated in sport tourism context.
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Sahil Singh Jasrotia, Kalyani Mulchandani and Shalini Srivastava
COVID-19 pandemic led to changes in the mental processes of tourists towards online travel agents. Therefore, the study aims to determine the factors affecting experiential…
Abstract
Purpose
COVID-19 pandemic led to changes in the mental processes of tourists towards online travel agents. Therefore, the study aims to determine the factors affecting experiential loyalty intention of travellers during pre- and post-COVID times.
Design/methodology/approach
Empirical data analysis using structural equation modelling was performed in the study.
Findings
Results indicate that there is a change in the mental process of tourists. Travel companies need to understand that post-COVID, travel has transformed into a completely new world and it is essential to change behaviour accordingly. Traveller’s satisfaction would still be the key to driving loyalty of travellers towards a company.
Research limitations/implications
The study implies that managers must put more effort into creating confidence among travellers because many people are still scared to travel due to the prevalence of the COVID-19 virus. Motivation to travel has declined significantly, which can only be regenerated if managers develop great strategies to drive demand from people.
Originality/value
This study will help in filling the gap that exists in extant literature of tourism by developing a robust model for analysing the factors enhancing experiential loyalty intention of travellers towards online travel agents in the pre- and post-COVID scenarios.
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