Enhancing central resources and social capital to increase customer loyalty in the context of services at English centers
Journal Title: Economics&Education - Year 2019, Vol 4, Issue 1
Abstract
The purpose of the study was to examine the impact of social capital (including structural social capital, relational social capital, and cognitive social capital) and central resources (including programs, reputation, and the competence of frontline staff) on student satisfaction and loyalty. The primary data collection technique that is questionnaire was used for the purpose of analyzing the data. It was distributed to 310 respondents from 68 English centers. The data collected was analyzed through a Structural equation modeling – SEM. The findings of the study revealed that four statistically significant factors affecting customer loyalty are the interpersonal competence of frontline staff, teacher competence, learning facilities and cognitive social capital. Among these ones, cognitive social capital directly influences loyalty, and the other three indirectly affect customer loyalty through customer satisfaction. Factors that do not affect loyalty include programs, reputation, structural social capital, relational social capital.
Authors and Affiliations
Nguyen Tran Cam Linh, Duong Quynh Nga, Phan Thi Ngoc Tam, Vuong Minh Khoa
Keywords
Related Articles
- EP ID EP659735
- DOI -
- Views 159
- Downloads 0
Dynamics analysis and development forecasting of the main socio-economic indicators of the Republic of Kazakhstan
The analysis of the modern condition of economy and bank sector of the Republic of Kazakhstan is carried out in the article. Indicators of gross domestic product (GDP) and investment in the fixed capital in the direction...
SCALE_UP – an active learning cases modelling at Kaunas UAS
The article reviews SCALE-UP (The Student-Centered Activities for Large Enrollment Undergraduate Programs) active learning environment and Cloud Computing technologies Enabled Active Learning know-how, the main requireme...
The influence of the implementation of E-tendering on the competitiveness of small and medium enterprises in construction industry
The rapid pace of technological progress during the last years has influenced the construction industry greatly. Due to the increasing electronic integration of the construction processes, the participants have no choice...
Importance of scientific and practical tools in managing the components of intellectual capital of an enterprise
Socio-economic and scientific-technological progress, informatisation and intellectualisation of labour activity increase the role of intellectual capital in the activity of business entities of all types and forms of ow...
The analysis of MICE tourism development in the world and in Uzbekistan
The article discusses characteristics of business and leisure tourism and considers the components of MICE industry. Statistical data on the level of development of MICE tourism globally are being presented. The authors...