Mohd Nasir, Mohd Adil and Aruna Dhamija
Under a dynamic business environment that is seen today, organizations need to adopt the right blend of strategies to attract, retain and maintain customers. Extant marketing…
Abstract
Purpose
Under a dynamic business environment that is seen today, organizations need to adopt the right blend of strategies to attract, retain and maintain customers. Extant marketing literature has shed light on some key roles that after-sale service and the larger customer support system could play in attaining the same. Specifically, this paper aims to attempt to model the linkages between after-sales service, service quality, customer satisfaction, customer loyalty and word of mouth (WOM).
Design/methodology/approach
A structured questionnaire was used to collect data from 280 two-wheeler owners, who had a recent experience of after sales service at their respective authorized service centers, through purposive sampling method.
Findings
The findings reveal that both customer loyalty and repurchase intention significantly and positively mediate the relationship between customer satisfaction and word of mouth. This indicates that satisfied customers are more likely to be loyal to the service firms and would spontaneously engage themselves with positive word of mouth.
Originality/value
Despite the increasing importance of after-sales service, empirical researches on this subject have been quite limited. This study aims at filling the void in extant literature by examining the inter-relationships between after-sales service, service quality, customer satisfaction and WOM.
Details
Keywords
Waseem Khan, Asif Akhtar, Saghir Ahmad Ansari and Aruna Dhamija
This study aims at identifying a set of determinants that affect halal food purchase intention and measures the relative ranks of these determinants in purchasing halal food among…
Abstract
Purpose
This study aims at identifying a set of determinants that affect halal food purchase intention and measures the relative ranks of these determinants in purchasing halal food among Muslim consumers in India.
Design/methodology/approach
Interpretive structural modeling (ISM) approach has been employed in the research, which is an expert opinion-based approach. The opinions of experienced academicians and marketing professionals have been recorded for reaching to the conclusions. Matrice d' impacts croises multiplication appliqué an classement (MICMAC) analysis has also been applied to examine the driving and dependent power of these determinants.
Findings
Driver power–dependence matrix reveals that although knowledge of halal and attitude are weak drivers, yet they are strongly dependent upon other determinants. These two variables are at the top of the ISM digraph hierarchy. Food safety and halal labeling have strong driving power, as well as strong dependence. Three determinants, namely brand origin, religiosity and price, have strong driving powers and weak dependence. These variables lay at the bottom level of the ISM model.
Practical implications
This study provides a better understanding of the determinants of halal food purchase intention. This will help the marketers for making appropriate and effective product design and other marketing strategies suited to the needs of the consumer.
Originality/value
This is the first study that examines the interrelationships between determinants and relative rank of these determinants in halal food purchase, using ISM approach and MICMAC analysis.