Assessing the Relationship between Corporate Reputation, Customer Satisfaction, Behavioural Intentions and Customer Loyalty

Andriana, Ririn and Saparso, Saparso and Fitrio, Tomi and Emmywati, Emmywati and Badaruddin, Badaruddin (2019) Assessing the Relationship between Corporate Reputation, Customer Satisfaction, Behavioural Intentions and Customer Loyalty. Assessing the Relationship between Corporate Reputation, Customer Satisfaction, Behavioural Intentions and Customer Loyalty, 9 (4). ISSN 2201-1323

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Official URL: https://www.ijicc.net/index.php/ijicc-editions/201...

Abstract

Corporate reputation is an intangible asset of organisations that could help to sustain a competitive advantage for a long period;however,ineffective development of corporate reputation by organisations could reduce the competitive advantage in the global market. To address this issue,this study aims to examine the effect of corporate reputation on customer satisfaction, customer loyalty and behavioural intention in the restaurant industry of Indonesia. Using a cross-sectional research design, 600 questionnaires were distributed among managers in the restaurant industry of Indonesia. Aconvenient sampling technique wasused, which yielded a 58.33% response rate. The Structural Equation Modelling technique was used to analyse the data. The findings have shown a positive and significant association between corporate reputation, customer satisfaction, customer loyalty, and behavioural intention. This study contributed to the extant literature and also provided valuable in sights upon which organisations may capitalize to improve corporate reputation and sustain a competitive advantage.

Item Type:	Article
Uncontrolled Keywords:	Corporate reputation, customer satisfaction, customer loyalty, behavioural intention,Indonesia, restaurant industry
Subjects:	Manajemen
Depositing User:	Unnamed user with email lib.stiemahardhika@gmail.com
Date Deposited:	13 Sep 2021 12:28
Last Modified:	16 Sep 2022 02:14
URI:	http://repository.stiemahardhika.ac.id/id/eprint/2318

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