• Title/Summary/Keyword: users' loyalty

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The Role of Sense of Belonging in Social Media Usage: A Tale of Two Types of Users

  • Liu, Chung-Tzer;Guo, Yi Maggie
    • Asia pacific journal of information systems
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    • v.25 no.2
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    • pp.403-422
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    • 2015
  • Social media websites have continued to proliferate, and the way in which people stay connected has also evolved. The issue of user loyalty a website remains crucial given that the competition is severe. Websites need loyal users who continue to use their sites to survive and be successful. In this research, we applied self-regulation framework to investigate the factors leading to user loyalty to a social media site. In particular, the role of sense of belonging, which is a common emotional reaction to a social media site, is examined. A survey of users in a popular social media site in Taiwan was conducted. Results show that both sense of belonging and service quality have direct effect on loyalty, whereas trust affects loyalty indirectly by fostering a sense of belonging. Service quality affects loyalty through trust and sense of belonging. Notably, trust has insignificant effect on loyalty as originally proposed. Users are then classified into two groups, namely, heavy and light users, based on their usage. Among light users, service quality has no direct effect on loyalty. Therefore, sense of belonging has sole direct impact on loyalty. Both service quality and sense of belonging contribute to loyalty in users who spend more time online. Implications of this study are also discussed.

A Study on the Relationship Between Health Club Users' Perception of Service Quality and Use Satisfaction and Loyalty

  • Chung, Youngjin;Park, Sunmun
    • International Journal of Advanced Culture Technology
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    • v.9 no.4
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    • pp.145-153
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    • 2021
  • The purpose of this study is to investigate the effect of health club users' perception of service quality on user satisfaction and loyalty. The purpose of this study is to investigate the effect of health club users' perception of service quality on user satisfaction and loyalty. In order to achieve this research purpose. In 2020, participants in health clubs over 20 years old residing in Gwangju Metropolitan City and Jeollanam-do were selected as the population and a total of 300 subjects (273 males and 127 females) were selected using a convenient sampling method. The data collected using this was statistically processed according to the purpose of analysis using SPSS 20.0 version. The results obtained through this research process are as follows. First, it was found that the health club users' perception of service quality had a partial effect on user satisfaction. Second, it was found that the service quality perception of health club users partially affected the loyalty. Third, it was found that health club users' satisfaction with use partially affected their loyalty.

A study on library users' loyalty with users' satisfaction as a moderating variable: K university case (도서관 이용자 만족도를 매개변수로 하는 이용자 충성도에 관한 연구 : K대학 사례)

  • Choi, Hyun Seok;Park, Cheolyong
    • Journal of the Korean Data and Information Science Society
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    • v.25 no.6
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    • pp.1301-1313
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    • 2014
  • Universities are places where the knowledge and information of various areas is created and shared, and the libraries of the universities are main places for providing education services. In this study, we survey the students of K university on the satisfactions on offering contents, environment/facilities and library service, users' satisfaction, and users' loyalty. Structural equation models are used in order to verify whether the users' satisfactions on offering contents, environment/facilities and library service are both directly and indirectly effective on users' loyalty with users' satisfaction as a moderating variable. The results show that the satisfaction on offering contents is both directly and indirectly effective on the loyalty and that the satisfactions on environment/facilities and library service are not indirectly effective but directly effective on the loyalty.

The Effects of the Service Quality of Smartphone Applications on User Satisfaction and Loyalty (스마트폰 애플리케이션의 서비스품질이 사용자 만족도 및 충성도에 미치는 영향)

  • Jung, Wonjin;Lee, Ki-Kwang
    • Journal of Korean Society of Industrial and Systems Engineering
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    • v.36 no.3
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    • pp.79-86
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    • 2013
  • Recently, the number of smartphone users has skyrocketed because of a plenty of useful services that smartphone applications provide. In the Information Systems (IS) literature, however, there has been little understanding about the effects of the service quality of smatphone applications on user satisfaction and loyalty. Thereby, this study examined 1) the effects of the service quality of smartphone applications on users beliefs, perceived usefulness and easiness and 2) the effects of the user beliefs as mediating variables on users' attitude, satisfaction, and loyalty. A survey was conducted and SEM was employed to analyze the data. The results showed that the service quality of smartphone applications affect users' attitude, satisfaction, and loyalty through the mediating variables.

E-Satisfaction and E-Loyalty of Online Marketplace Mobile Applications: An Empirical Channel Study in Indonesia

  • LOE, Kevin;TASIA, Aniq;INDRA, Ricardo;MANI, La
    • Journal of Distribution Science
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    • v.20 no.9
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    • pp.61-71
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    • 2022
  • Purpose: This study analyzes the effects of variables affecting e-satisfaction and e-loyalty in e-commerce. Research design, data, and methodology: A survey was conducted to 384 Indonesia online shopping mobile application users. The questionnaire construct was designed based on several independent variables, such as application attractiveness, application functionality, and customer service on e-satisfaction and e-loyalty. E-satisfaction was positioned as an intervening variable to determine the effect on e-loyalty. Results: Application attractiveness, application functionality, and customer service shown positive effect on e-satisfaction in online shopping mobile application. At the same time, e-satisfaction also affected e-loyalty significantly as referred in previous studies. However, application attractiveness, while showed positive effect on e-satisfaction, in contrary with previous study does not showed very significant effect. Conclusion: Application functionality significantly influences users satisfaction compared to application attractiveness. E-satisfaction mediates as a factor between visual design, information access, and transaction in online shopping mobile application, which stimulates user loyalty. The study findings' can be a reference for companies to create and maintain users' satisfaction and loyalty via different aspects of mobile application. Further research should be conducted on other field of study as the industry has different aspects that affects user loyalty.

The Relationship among Perceived Benefits of Hotel F&B Loyalty Program, Relationship Quality and Loyalty (호텔 식음료 로열티 프로그램의 혜택, 관계의 질 및 애호도간의 관계에 관한 연구)

  • Ha, Dong-Hyun;Kim, Seong-Min
    • Journal of the Korean Society of Food Culture
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    • v.22 no.2
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    • pp.283-288
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    • 2007
  • The purpose of this study was to investigate how users' perceived benefits of hotel F&B loyalty program affected their relationship quality(trust and satisfaction) and loyalty on hotel products and services(hotel food & beverage products/services) and how their relationship quality(trust and satisfaction) influenced their loyalty. The model was tested in the settings of five-star hotels using a sample of current members of food & beverage membership program. Empirical results confirmed that not only perceived benefits of hotel F&B loyalty program affects users' perceived relationship quality(trust and satisfaction) and loyalty on hotel products and services(hotel food & beverage products/services) but that their perceived relationship quality influences loyalty on hotel products and services(hotel food & beverage products/services). According to the results, complimentary dining coupon and food discount strongly affected relationship quality(trust and satisfaction) and loyalty on hotel products and services(hotel food & beverage products/services). Strategically, it is recommended to appeal those benefits to current and potential members to maximize the loyalty. Also, it should be considered as major factors to re-package hotel F&B loyalty program.

The Effects of a Medical Institution's Brand Equity on Price Premium (의료기관 브랜드 자산이 가격 프리미엄에 미치는 영향 - 신뢰와 브랜드 충성도를 매개변수로 -)

  • Oh, Chang-Seok
    • The Korean Journal of Health Service Management
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    • v.5 no.2
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    • pp.23-33
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    • 2011
  • The purpose of this study was to investigate the effects of a medical institution's brand equity on the users' trust and brand loyalty and further on price premium with trust and brand loyalty as the parameters. For that purpose, a survey was taken among 448 people that used service at university hospitals, general hospitals, and hospital in Busan. The results show that such brand equity components as the associated image of the brand and perceived quality had significant influences on relationships with trust with the latter having the greatest influences. Brand recognition, associated image of the brand, and perceived quality all had significant impacts on brand loyalty. The associated image of the brand had the biggest impacts, being followed by perceived quality and brand recognition in the order. Trust had positive impacts on brand loyalty according to the survey results about the quality of relationships with consumers, which suggests that medical institutions can increase their users' brand loyalty and intention for re-use by promoting their trust in them. While brand loyalty turned out to have statistical significance on the users' price premium, trust did not.

The structural relationships of application richness, brand awareness, user habit, user loyalty, and continuance intention in mobile application market (모바일 애플리케이션 풍부성, 브랜드 인지도, 이용자 습관, 이용자 충성도 및 지속적 이용의도 간의 구조적 관계)

  • Kim, Guan-Hyun;Kim, Yoo-Jung;Yoon, Jong-Soo
    • Journal of the Korea Society of Computer and Information
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    • v.18 no.3
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    • pp.141-152
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    • 2013
  • This study investigates the determinants of users' continuance intention in mobile application market, and examines the structural relationships between predictors and users' continuance intention. Based on the intensive review of prior research related to Internet and mobile services, mobile application richness, brand awareness, user habit, user loyalty were selected as the predictors of users' continuance intention. Using 259 surveys, the research model was assessed and the research hypotheses were tested. The findings show that mobile application richness is positively related with brand awareness and user loyalty. Brand awareness is proven to be a key predictor of user habit and user loyalty. Futhermore, it is shown that user habit has a direct impact on user loyalty and users' continuance intention. Finally, it was proven that user loyalty is a pretty important determinant of users' continuance intention.

The Effect of Customer`s Perceived Value of Internet Banking an Customer Loyalty (인터넷 뱅킹에서 고객이 인지하는 가치가 고객 충성도에 미치는 영향)

  • Kim, Jeong-Sue;Kim, Young-Gul
    • Asia pacific journal of information systems
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    • v.12 no.4
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    • pp.215-235
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    • 2002
  • Recently, most banks in Korea provide internet banking services for customers, and the number of internet banking users is growing rapidly. However, the percentage of internet banking from the perspective of total banking transactions is only about 8.8%. In this thesis we identify customers' perceived value of internet banking and the relationship between customer value and customer loyalty. Furthermore, we illustrate the role of internet banking as the strategic channel of customer loyalty. We performed an empirical data analysis on internet banking users. The results showed that the relationship between customer value and customer loyalty is significant and customer loyalty toward internet banking sites has a positive effect on customer loyalty toward banks. The implications of this study are that internet banking sites should concentrate on delivering customer value such as ease of use, playfulness, and trust, and thereby strengthen customer loyalty.

An Effect of O2O Service Users' Motivation on Loyalty through Expectation-Confirmation and Satisfaction (O2O 서비스 이용자의 동기가 기대충족과 만족을 통해 충성도에 미치는 영향)

  • An, Ki-Hoon;Lee, Sin Bok;Lee, Sae Bom;Suh, Yung Ho
    • Journal of Korean Society for Quality Management
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    • v.46 no.4
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    • pp.923-938
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    • 2018
  • Purpose: O2O service are becoming popular in various industries such as food delivery and taxi. This research explores how users' motivation of O2O service influence customer loyalty through expectation-confirmation and satisfaction. this study attempts to explore the motivation factor (i.e. pricing, enjoyment, immediately, social influence) and to empirically examine the relationships between those and users' loyalty to O2O service. Methods: To test the proposed research model, a survey research methodology was used. Paper survey was distributed to O2O service users in Korea. A total of 198 data were used for the analysis. Structural equation modeling was used to test hypotheses. Results: According to our findings, this study found that satisfaction was positively influenced by users' motivation factors. all hypotheses about the effect of motivation on expectation-confirmation were statistically not significant. Conclusion: O2O service providers should consider the results of this study to satisfy users' expectations and satisfaction for building a better O2O market.