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. International Journal of Innovation, Creativity and Change, 9 (4). pp. 183-199. ISSN 2201-1323

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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. A convenient sampling technique was used, 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 insights 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:	05 Jul 2022 06:19
Last Modified:	05 Jul 2022 06:19
URI:	http://repository.stiemahardhika.ac.id/id/eprint/2815

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