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Assessing the Relationship between Corporate Reputation, Customer Satisfaction, Behavioural Intentions and Customer Loyalty
| Content Provider | Semantic Scholar |
|---|---|
| Author | Andrianaa, Ririn Fitrioc, Tomi Emmywatid, Badaruddine |
| Copyright Year | 2019 |
| 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. |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | https://www.ijicc.net/images/vol9iss4/9424_Andriana_2019_E_R.pdf |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
