Journal articles on the topic 'Customer loyalty'
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1
Aityassine, Fatima Lahcen Yachou. "Customer satisfaction, customer delight, customer retention and customer loyalty: Borderlines and insights." Uncertain Supply Chain Management 10, no. 3 (2022): 895–904. http://dx.doi.org/10.5267/j.uscm.2022.3.005.
Abstract:
The aim of this study is to investigate the effects of customer satisfaction and customer delight on customer loyalty through customer retention. Data were collected using a questionnaire developed based on the literature and administered to a sample of restaurant customers consisting of 376 customers. Using IBM SPSS and AMOS software for data analyses, the results indicate that customer retention had a perfect mediating role in the effect of customer satisfaction on customer loyalty and a partial mediating role in the effect of customer delight on customer loyalty. The study provided several contributions. A key contribution to researchers is that the effect of customer satisfaction on other variables, particularly customer loyalty should be assessed in terms of its direct and indirect effects. A basic contribution to managers is that both satisfied and delighted customers have potential intentions to defect, hence, retaining customers is a crucial step to ensure loyalty. Delighted customers are more likely to be retained and retained customers are ready to be loyal customers.
2
Darsono, Licen Indahwati. "LOYALTY & DISLOYALTY: SEBUAH PANDANGAN KOMPREHENSIF DALAM ANALISA LOYALITAS PELANGGAN." KINERJA 8, no. 2 (January 25, 2017): 163–73. http://dx.doi.org/10.24002/kinerja.v8i2.894.
Abstract:
Marketer convinced that customer loyalty is a valuable asset for the company. But, in today marketplace managing customer loyalty is a daunting task. An understanding about customer loyalty concept is prerequisite for managing customer loyalty. Customer loyalty concept best understood with the composite approach; behavioral and attitudinal approach. Composite approach could make marketer to find out loyalty category andloyalty stages of the customers, loyalty’s antecedent and manage loyalty from that antecedent. Customer satisfaction is an antecedent of customer loyalty. But, some researchers argued that satisfaction and loyalty relationships is not linear. This statement is supported by the fact in the market, satisfied customers still defect, but several dissatisfied customers don’t switch. Therefore, analyzing customer loyalty required holistic view about customer loyalty, loyalty concept alone did not give marketer a comprehensive view in customer loyalty analysis. Marketers and researchers must pay attention to disloyalty.Key words: loyalty, disloyalty, satisfaction
3
Qalbi, Sania Imalia, Arianis Chan, Cecep Safa'atul Barkah, and Pratami Wulan Tresna. "INFLUENCE AND STRATEGY OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN MICRO AND MEDIUM ENTERPRISES." Jurnal Ilmiah Ekonomi Bisnis 27, no. 3 (2022): 303–19. http://dx.doi.org/10.35760/eb.2022.v27i3.5438.
Abstract:
A good and growing business is a business that has loyal customers. Loyal customers are one of the reasons why businesses can grow rapidly and stay long standing. Loyal customers are not only about repeat purchases, but with satisfaction and referring to others is also a form of loyal customers. This is felt by Benari, a local fashion brand that is currently developing. Even though they have experienced it, Benari still feels that customer loyalty in Benari is still low. Therefore, it is studied through Customer Loyalty analysis and looking for strategies to increase Customer Loyalty. The analytical method of this research uses a quantitative descriptive approach, with data sources through Focus Group Discussion, questionnaires with 152 respondents, and literature review. The results of this study indicate that customer loyalty in Benari is very good, but still requires a strategy to increase customer loyalty. This strategy can be pursued through flash sales and cross selling strategies. By implementing this strategy, it is hoped that Benari can increase customer loyalty and sales
4
Afriani, Lita Ningrum, and Hendro Setyono. "PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN CITRA MEREK TERHADAP LOYALITAS NASABAH YANG DIMEDIASI OLEH KEPUASAN NASABAH (Studi pada Nasabah PT. BRI (Persero) Tbk. Yogyakarta)." Jurnal Fokus Manajemen Bisnis 7, no. 2 (February 13, 2020): 123. http://dx.doi.org/10.12928/fokus.v7i2.1741.
Abstract:
For companies, loyal customers mean a lot besides illustrates the amount of profitability obtained by loyal consumers can also show the image or image of the company in the public eye. Loyal customers can become partners in developing new products, because they maintain and defend and even use the services of existing companies. According to Darsono (2004) a loyal customer becomes a valuable asset for the company. Loyal customers will reduce the effort to find new customers, giving positive feedback to the company. Companies must be able to satisfy old customers and create new customers, if you want to win the competition. PT. BRI (Persero) Tbk. Yogyakarta must be able to answer the existing competition challenges. The population in this study are customers of Bank Rakyat Indonesia Yogyakarta and have been customers for at least one year. While the sample in this study is a portion of the number of customers from BRI Bank Yogyakarta. The sampling technique uses accidental sampling and purposive sampling. While the data used in the study are primary data, that is data obtained directly from respondents by the researchers themselves through questionnaires. Analysis tools using multiple linear regression The results of the analysis can be concluded that: Product quality has a significant effect on customer satisfaction. Service quality has a significant effect on customer satisfaction. Brand image does not significantly influence customer satisfaction. Product quality, service quality and brand image together significantly influence customer satisfaction. Product quality does not significantly influence customer loyalty. Service quality has a significant effect on customer loyalty. Brand image does not significantly influence customer loyalty. Product quality, service quality and brand image together significantly influence customer loyalty. Customer satisfaction significantly influences customer loyalty. Customer satisfaction mediates the effect of product quality on customer loyalty. Customer satisfaction does not mediate the effect of service quality on customer loyalty. Customer satisfaction does not mediate the effect of brand image on loyalty the customer.
5
Lukito, Raynaldi, Tommy Christian Efrata, Liestya Padmawidjaja, and Wirawan E. D. Radianto. "The Impact of Perceived Quality and Perceived Value On Customer Satisfaction and Loyalty." 14th GCBSS Proceeding 2022 14, no. 2 (December 28, 2022): 1. http://dx.doi.org/10.35609/gcbssproceeding.2022.2(22).
Abstract:
One of the key elements that determines a business's financial and general success is customer loyalty. Because they are happy with the products they have already purchased, customers become loyal. Customer loyalty is ultimately a result of customer satisfaction. The purpose of this study is to ascertain whether perceived value and quality affect customers' satisfaction and loyalty with autoparts products. This study included 132 respondents who were auto parts customers. The results showed that customer satisfaction is significantly impacted by perceived quality. Customer loyalty is not directly influenced by a perceived quality, but it is indirectly affected by it. Customer satisfaction is significantly impacted by value perception. Customer loyalty is influenced by perceived value both directly and indirectly. Along with customer satisfaction, which significantly affects customer loyalty. Keywords: Quality Perception, Value Perception, Customer Satisfaction, Customer Loyalty
6
Budianto, Apri. "Customer Loyalty: Quality of Service." Journal of Management Review 3, no. 1 (January 1, 2019): 299. http://dx.doi.org/10.25157/jmr.v3i1.1808.
Abstract:
This article focuses on the influence of service quality on customer loyalty to modern market customers. This article is motivated by the increasing number of modern market customers caused by the quality of service that affects the increasing loyalty of customers. The formulation of the problem in this article is how the quality of service influence on customer loyalty. The working hypothesis in this article is: "Service Quality positively affects customer loyalty".The method employed in making this article was done to get a picture of the effect of service quality on customer loyalty to modern market customers. Data were collected through data collection techniques in the field using explanatory survey method. Customer loyalty is influenced by the service quality of 38.30%. This means that customer loyalty is only affected a small portion of service Quality of 38.30%. Thus tcount> ttable was 3.421> 1.667. Then the null hypothesis (Ho) is rejected. This means that service quality has a positive effect on customer loyalty.Service Quality positively affects customer loyalty, meaning the better the quality of service provided the more loyal customers.
7
Hendri, Hendri, Budi Haryono, and Saparso Saparso. "EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION PT. MAYBANK INDONESIA FINANCE JAKARTA BRANCH." Journal of Humanities, Social Science, Public Administration and Management (HUSOCPUMENT) 1, no. 4 (October 31, 2021): 202–11. http://dx.doi.org/10.51715/husocpument.v1i4.128.
Abstract:
This study discusses the effect of service quality on customer loyalty mediated by customer satisfaction at PT. Maybank Indonesia Finance Jakarta Branch. This research was conducted by using purposive sampling. Data analysis using Smart PLS analysis. The results of the analysis conclude that service quality does not affect customer loyalty. So it can be said, good service quality may not necessarily make the customer loyal to PT. Maybank Indonesia Finance because there are still several factors that can make customers loyal. Service quality has a positive and significant effect on customer satisfaction. So it can be said, good service quality will increase customer satisfaction with PT. Maybank Indonesia Finance. Customer Satisfaction has a positive and significant influence on Customer Loyalty. So it can be said, increasing customer satisfaction will make customers more loyal to PT. Maybank Indonesia Finance. Customer satisfaction can mediate the effect of service quality on customer loyalty. So it can be said, if the quality of service provided is getting better, it will form high customer satisfaction in the minds of customers, then this will further increase customer loyalty at PT. Maybank Indonesia Finance.
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Santari, Ni Putu Nita, I. Wayan Suartina, and I. Made Astrama. "Pengaruh Customer Relationship Management dan Kepuasan terhadap Loyalitas Nasabah LPD Desa Adat Anggungan di Badung." Widya Amrita 1, no. 1 (January 20, 2021): 381–93. http://dx.doi.org/10.32795/widyaamrita.v1i1.1187.
Abstract:
The LPD is a village economic institution that is used to collect and distribute funds in general as well as a source of development financing in almost all parts of customary village areas in Bali. Savings customers are the top priority of the LPD in the customary village of Anggungan to create Loyalty. In creating customer satisfaction and loyalty, the LPD in the customary village of Anggungan is required to implement a good and appropriate strategy, namely Customer Relationship Management (CRM) to increase customer satisfaction and loyalty. The purpose of this study to analyze the effect partially and simultaneously between Customer Relationship Management (CRM) and satisfaction on customer loyalty savings. The population in this study were 1,958 savings customers. The sample was determined based on the Slovin formula with the results obtained by 95 respondents. The results of data analysis indicate that Customer Relationship Management (CRM) and satisfaction simultaneously have a positive and significant effect on customer loyalty. Increasingly improving information technology strategies, namely Customer Relationship Management (CRM) in order to increase customer satisfaction and loyalty savings.
9
Ayuningtias, Kartika Sekar, and Trisha Gilang Saraswati. "Retail Service Quality and Customer Loyalty." Journal of Secretary and Business Administration 3, no. 1 (February 12, 2019): 58. http://dx.doi.org/10.31104/jsab.v3i1.84.
Abstract:
IKEA Alam Sutera is a conventional furniture company with the theme of self-service shopping that is still new to the people of Indonesia. There is a retail service quality that is a variable on the experience of consumers in receiving IKEA services that have problems in them and cause dissatisfaction from customers, therefore the customer satisfaction variable is used in this study. It also has the aim to know whether customers can still be loyal to IKEA with the customer loyatly variable. The sample of this research was 100 respondents who were IKEA consumers who had made purchases at least 2 times. Location of this research at IKEA Alam Sutera offline store at Tanggerang Indonesia and the respondents answer the question by google form. The data analysis technique used is descriptive analysis and path analysis with the help of SPSS version 23 software. The results of this research were first there is a direct influence of retail service quality on customer satisfaction of 21.5%. Second, there is a direct influence of retail service quality on customer loyalty of 21%. Third, there is a direct effect of customer satisfaction on customer loyalty of 18.7%. Finally, there is non-direct influence of retail service quality on customer loyalty through customer satisfaction of 41% at IKEA Alam Sutera.
Keywords: customer loyalty, customer satisfaction, retail service quality
10
Pps, Jurnalpps, Rio Budi Dwitama, Indra Prasetyo, and Nugroho Mardi Wibowo. "PENGARUH SERVICE MARKETING DAN EXPERIENTAL MARKETING TERHADAP CUSTOMER LOYALITY MELALUI CUSTOMER SATISFACTION PADA PELANGGAN MERK TOYOTA DI SURABAYA BARAT." Jurnal Manajerial Bisnis 3, no. 3 (April 20, 2020): 234–42. http://dx.doi.org/10.37504/jmb.v3i3.259.
Abstract:
This study aims to determine the effect of Service Marketing and Marketing Experiences on consumer loyalty through Toyota customer satisfaction in West Surabaya. This research is an explanatory study with a quantitative approach. The results of observations on 96 respondents were analyzed using path analys, and it can be concluded that Service Marketing and Experiential Marketing directly influence the Customer Loyalty of Toyota customers in West Surabaya. The other results show that Service Marketing and Experiential Marketing through Customer Satisfaction have a significant effect on the customer loyalty of Toyota customers in West Surabaya.Keywords: service marketing, experiental marketing, customer loyality, customer satisfaction
11
Yu-TeTu, Yu-TeTu, and Tan-Kui Hsu . "The Impact of Brand Image and Customer Commitment on Loyalty: An Empirical Study of Automobile Sector." Information Management and Business Review 5, no. 4 (April 30, 2013): 181–93. http://dx.doi.org/10.22610/imbr.v5i4.1042.
Abstract:
Corporate brand image has been assessed as an important antecedent of customer commitment and loyalty. Corporate brands help companies achieving higher performance, such as sales. A poor brand image will lead to disaster, and lose customers. Marketing exists to deliver more value to satisfy customers as well as build a long-term and mutually profitability relationship with customers. If a firm’s products or services do not satisfy or meet the customer’s needs and wants, all the strategies are insufficient. With loyal customers, companies can have higher market share and reduce the operating cost. This initial study was from relevant literature, then set up research structure and hypotheses. Survey was employed, and respondents were collected from automobile sector in Taiwan. There were 170 usable questionnaires to analyze normality, convergent and discriminant validities, and SEM model by PASW 18 and AMOS 18.0. The research found that corporate brand image significantly affects customer commitment and loyalty, and customer commitment has strong impact on customer loyalty for the sample. Therefore, firms need to specifically focus on a long-term and mutually profitability relationship with a customer and create loyalty as competitive advantages in the markets.
12
Slack, Neale J., and Gurmeet Singh. "The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction." TQM Journal 32, no. 3 (February 19, 2020): 543–58. http://dx.doi.org/10.1108/tqm-07-2019-0187.
Abstract:
PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing customer's perceptions of service quality, leading to lower customer loyalty.Practical implicationsThis study provides an indication as to where supermarkets should target their marketing attention and scarce corporate resources and may help in their efforts to service, satisfy, retain and attract more long-term loyal customers in the increasingly competitive supermarket sector. This research could inform government policy makers in sequencing the supermarket sector transformation and assist local supermarkets to adapt to this changing retail landscape.Originality/valueThis study advances our understanding of the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.
13
Al Amrie, Syech M. A. Zain, Rohmat Dwi Jatmiko, and Eko Handayanto. "The Influence of Product Attributes and Customer Experience on Customer Loyalty." Jamanika (Jurnal Manajemen Bisnis dan Kewirausahaan) 1, no. 4 (December 31, 2021): 256–66. http://dx.doi.org/10.22219/jamanika.v1i4.19210.
Abstract:
This study describes loyalty, product attributes, and customer experience at 5 cafes in Malang City and analyzes the influence of product attributes and customer experience on customer loyalty. The research sample is cafe customers totaling 150 people with purposive sampling technique. Analysis of the data used to determine the level of loyalty, product attributes, and customer experience is a scale range analysis. Multiple linear regression analysis was used to determine the influence of product attributes and customer experience on customer loyalty. The results of the scale range indicate that cafe customers are loyal, product attributes are appropriate and customer experience tends to be positive and pleasant. The results of multiple linear regression analysis show that product attributes and customer experience significantly influence customer loyalty either simultaneously or partially.
14
Tu, Yu-Te, and Hsiao-Chien Chang . "Corporate Brand Image and Customer Satisfaction on Loyalty: An Empirical Study of Starbucks Coffee in Taiwan." Journal of Social and Development Sciences 3, no. 1 (January 15, 2012): 24–32. http://dx.doi.org/10.22610/jsds.v3i1.682.
Abstract:
Corporate image has been assessed as an important antecedent of customer satisfaction and loyalty. Corporate brand is vital because positive corporate brands help companies achieving higher performance, such as sales. Marketing exists to deliver more value to satisfy customers as well as build a long-term and mutually profitability relationship with customers. If a firm’s products or services do not satisfy or meet the customer’s needs and wants, all the strategies are insufficient. With loyal customers, companies can have higher market share and reduce the operating cost. An improvement of 5 percent in customer retention leads to an increase of 25 percent to 75 percent in profit. It costs more than five times as much to obtain a new customer than to keep an existing one. This initial study was from relevant literature, then set up research structure and hypotheses. Survey was employed, and respondents were from the customers of Starbucks Coffee in Taipei area. There were 199 usable questionnaires to analyze descriptive statistics, reliability, validity, and SEM model. The research found that corporate brand image significantly affects customer satisfaction and customer loyalty, and customer satisfaction has strong impact on customer loyalty for the sample. Therefore, firms have to specifically focus on these factors in order to build a long-term and mutually profitability relationship with a customer and create loyalty as competitive advantages in the market.
15
Suhendra, Asep Dony. "Pengaruh Kualitas Layanan dan Lokasi Terhadap Kepuasan dan Loyalitas Pelanggan pada Don’s Warnet Cikarang." Jurnal Studi Manajemen dan Bisnis 5, no. 1 (January 31, 2020): 56–63. http://dx.doi.org/10.21107/jsmb.v5i1.6618.
Abstract:
Competition in the business world, especially the cafe industry shows an increasing trend. For some internet cafe managers, the importance of creating customer satisfaction and customer loyalty is very important and a primary goal. Managers of internet cafe services are now competing to improve optimal services to achieve these goals .Customer satisfaction and customer loyalty are expressions of feelings or impressions of everyone when using a product or service. This research aims to identify and examine the factors that may affect the customer's satisfaction and loyalty in Don 's Warnet Cikarang . With a sample size of 200 people , the research carried out on the visitors who have used the services of Don 's Warnet , and conducted by purposive sampling technique .The results show that customer satisfaction is positively and significantly influenced by the quality of service and location factors . As for the only customer loyalty is positively and significantly influenced by customer satisfaction factors . The moderating variable frequency of visits and customer's place of residence does not give significant results on satisfaction and customer loyalty .Thus , it can be concluded that in order to get satisfaction and customer loyalty , besides place the business location that is close to the customer's environment , Don 's Warnet should further improve the quality of services , especially in the field of reliability of internet access , responsiveness operators , security environment and a sense of empathy towards the customer . So the satisfaction perceived by customers , is expected to make a loyal customer to the products / services used .
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B. FABIAN, DEBBIE ROSE. "PRODUCT QUALITY PERCEPTION, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY ON GREEN PRODUCTS." INTERNATIONAL JOURNAL OF RESEARCH IN EDUCATION HUMANITIES AND COMMERCE 04, no. 04 (2023): 200–206. http://dx.doi.org/10.37602/ijrehc.2023.4418.
Abstract:
The study’s main objective was to determine customers’ perceptions of the quality of green products and describe their satisfaction and loyalty. After carefully analyzing the gathered data, the researcher concluded that most customers perceived green products as good quality. In terms of satisfaction, most customers were satisfied with the green products offered. Further, they were also said to be loyal to the green products. In addition, product quality is positively and moderately correlated with customer satisfaction and loyalty; customer satisfaction is positively and moderately correlated with customer loyalty.
17
Dettrita, Dettrita. "PENGARUH CITRA BPR, KUALITAS PELAYANAN, NILAI NASABAH, KEPERCAYAAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH TABUNGAN PADA BANK PERKREDITAN RAKYAT (BPR) LUGAS DANA MANDIRI CABANG SOLOK." Horizon 1, no. 1 (February 1, 2021): 11–21. http://dx.doi.org/10.22202/horizon.v1i1.4692.
Abstract:
This research aims to analyze: 1) the influence of BPR pictures on honest loyalists. 2) The effect of service quality on loyal customers. 3) The impact of customer value in customer loyalty. 4) The influence of customer trust on customer loyalty. 5) The result of customer satisfaction on customer loyalty. 6) The impact of quality service on customer satisfaction. 7) The influence of customer value in customer satisfaction. Research results are: (1) BPR images have a positive and significant impact on customer loyalty; (2) Service quality has a positive and significant impact on customer loyalty; (3) Customer value has a positive and significant impact on customer loyalty Significant impact, (4) trust has a positive and important impact on customer loyalty, (5) customer satisfaction has a positive and important impact on customer loyalty, (6) service quality has a positive and important impact on customer satisfaction (7) Customer value has a positive and significant impact on customer satisfaction.
18
Udayana, Ida Bagus Nyoman, and M. Rasyid Ridho. "Nilai-Nilai Yang Dirasakan Pengguna Iphone Dalam Mempengaruhi Customer Loyalty Melalui Customer Saticfaction." Reslaj : Religion Education Social Laa Roiba Journal 5, no. 3 (October 6, 2022): 917–29. http://dx.doi.org/10.47467/reslaj.v5i3.1694.
Abstract:
Customer loyalty is very important for the company. A customer who buys regularly and repeatedly is said to be loyal. This definition places loyalty as a commitment. In this study the impact on brand image and customer satisfaction on customer loyalty. Customer values that exist in iPhone products affect customer satisfaction which results in customers being loyal to iPhone. The population in this study is iphone customers who make purchases at least once. The number of samples used were 46 respondents, the sampling technique was distributing questionnaires using google form via Whatsapp. The author conducted research on the iPhone smartphone as the object of this research. The objectives of this study are (1) hedonic value has an effect on customer satisfaction, (2) social value has an effect on customer satisfaction, (3) functional value has an effect on customer satisfaction and (4) customer satisfaction has an effect on customer loyalty. The research findings show that customer expectations, more precisely the hedonic value on the iPhone brand, are valid and significant to customer satisfaction and customer loyalty. Social value is also valid and significant to customer satisfaction. Functional value is also valid and significant to customer satisfaction, and customer satisfaction has a positive effect on repurchase intention and customer loyalty. Therefore, iPhone companies must maintain credibility so that customers always trust and continue to use iPhone as the best brand for the smartphone level. The iPhone must also maintain brand awareness so that it is always remembered and used as the flagship smartphone in Indonesia.
Keywords: hedonic value, social value, functional value, customer satisfaction, customer loyalty, iphone.
19
Mian, Tariq Saeed. "The Role of Service Quality in Developing Customer Loyalty in the Banking Sector: A Case study of the Kingdom of Saudi Arabia." International Journal of Accounting and Financial Reporting 1, no. 1 (October 15, 2014): 339. http://dx.doi.org/10.5296/ijafr.v4i2.6488.
Abstract:
Maintaining a strong and loyal customer base is the objective of every organisation. However, in reality this is difficult to achieve in the current competitive environment. When the widespread challenges of the business environment are taken into account, organisations cannot simply plan to absorb new customers but instead adopt the strategy of preserving existing customers and promoting their loyalty to the organisation. This study examined customer loyalty in the banking sector in the Kingdom of Saudi Arabia (KSA). A theoretical model was constructed through an extensive literature review and by extracting the most relevant and important variables for customer loyalty. A questionnaire was used to collect data from customers of different banks. Regression results showed that service quality significantly influences customer satisfaction and customer trust. Furthermore, customer satisfaction and trust significantly affect customer loyalty towards banks. In this respect, service quality is imperative to maintain customer loyalty through customer satisfaction and trust.
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Sudiyono, Kristianus Ade, Prio Utomo, and Claudia Severesia. "Effect of Customer Experience and Customer Value Towards Customer Loyalty and Satisfaction on B2B Food and Beverage Sector." Journal of Business and Management Review 3, no. 9 (September 27, 2022): 627–40. http://dx.doi.org/10.47153/jbmr39.4552022.
Abstract:
This study aims to study the effect of customer experience and value on customer loyalty and satisfaction in B2B industry which researchers limitedly discussed. The organization needs to implement customer experience management to create value for customers' purchase intention and win the market competition. One essential key to maintaining customer loyalty is good customer experience management. The elements of customer experience management consist of customer experience, customer value, and purchase intention. The research is cross-sectional quantitative research. An online survey using Google Form was carried out using the purposive sampling technique in 2021 and obtained 85 valid respondents who are corporate customers of a food and beverage manufacturing company located in Tangerang. Respondents were asked 23 closed ended on five scales Likert: strongly disagree to strongly agree. Data were analyzed using PLS-SEM (Partial Least Square – Structural Equation Model. The result shows that customer experience significantly affects customer value, loyalty, and satisfaction. Customer value significantly affects customer loyalty but is not significant to customer satisfaction.
Customer experience involves the customer's response to the customer's journey. However, the nature of customer experience is quite complicated; therefore, measurement of customer satisfaction and customer loyalty is used more often. Customer value is related to the company’s product excellence, which has a long-term effect resulting in customer loyalty. Therefore, organizations need to focus on building customer experience management and long-term customer value.
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Rahayu, Sri, and Lela Nurlaela Wati. "PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP LOYALITAS PELANGGAN." Jurnal Ekobis : Ekonomi Bisnis & Manajemen 8, no. 2 (March 5, 2020): 117–22. http://dx.doi.org/10.37932/j.e.v8i2.41.
Abstract:
This study aims to analyze empirical evidence of the effect of service quality on customer satisfaction and its impact on customer loyalty at PT Indovisual Service Solution Jakarta. Samples in this study were 124 customers, probability sampling techniques, namely sampling techniques that provide equal opportunities for each element (member) of the population to be selected as sample members. Analysis of the data used is Structural Equation Modeling (SEM). empirical research results Service quality has a positive and significant effect on customer satisfaction. These results indicate that by improving the quality of service, customers will feel satisfied with the services provided. Service Quality has a positive and significant effect on customer loyalty. These results indicate that by improving the quality of service, customers will feel loyal and will continue to use the services of PT Indovisual Service Solution. Customer satisfaction does not have a significant positive effect on customer loyalty. This means that the lower the customer satisfaction, customer loyalty will also decrease the quality of service has a positive and significant effect on customer loyalty. These results indicate that by improving the quality of service, customers will feel loyal and will continue to use the services of PT Indovisual Service Solution
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Krisnawati, Wenti. "PENGARUH REWARD ATTRACTIVENESS, KNOWLEDGE BENEFIT, REQUIRED EFFORT, GROUP BELONGINGNESS DAN DISCLOSURE COMFORT TERHADAP EXPERIENTIAL BENEFIT CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY." MANAJERIAL 6, no. 01 (May 13, 2019): 67. http://dx.doi.org/10.30587/jurnalmanajerial.v6i01.865.
Abstract:
Purpose from this study was to determine the effect of attractiveness reward on experiential benefit, knowledge benefit on experiential benefit, required effort on experiential benefits, group belongingness to customer satisfaction, disclosure closure to customer satisfaction, group belongingness to customer loyalty, disclosure comfort to customer loyalty, experiential benefits to customer satisfaction and customer satisfaction to customer loyalty. The population used in this study is all Excelso customers who have amember card coffee shop Excelso. The number of samples in this study were 178 respondents. The analysis technique used is Structural Equation Modeling (SEM) using the AMOS 16.0 program. The results showed a significant influence between variable reward attractiveness on experiential benefit, knowledge benefit on experiential benefit, required effort on experiential benefits, group belongingness to customer satisfaction, disclosure closure on customer satisfaction, experiential benefits for customer satisfaction, and customer satisfaction for customer loyalty. Whereas variables that have no effect between variables group belongingness to customer loyalty and disclosure comfort to customer loyalty due to loyalty are influenced by satisfaction. Customers will be loyal when they are satisfied with the products or services offered by the company.
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Krisnawati, Wenti. "PENGARUH REWARD ATTRACTIVENESS, KNOWLEDGE BENEFIT, REQUIRED EFFORT, GROUP BELONGINGNESS DAN DISCLOSURE COMFORT TERHADAP EXPERIENTIAL BENEFIT CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY." MANAJERIAL 6, no. 01 (May 13, 2019): 67. http://dx.doi.org/10.30587/manajerial.v6i01.865.
Abstract:
Purpose from this study was to determine the effect of attractiveness reward on experiential benefit, knowledge benefit on experiential benefit, required effort on experiential benefits, group belongingness to customer satisfaction, disclosure closure to customer satisfaction, group belongingness to customer loyalty, disclosure comfort to customer loyalty, experiential benefits to customer satisfaction and customer satisfaction to customer loyalty. The population used in this study is all Excelso customers who have amember card coffee shop Excelso. The number of samples in this study were 178 respondents. The analysis technique used is Structural Equation Modeling (SEM) using the AMOS 16.0 program. The results showed a significant influence between variable reward attractiveness on experiential benefit, knowledge benefit on experiential benefit, required effort on experiential benefits, group belongingness to customer satisfaction, disclosure closure on customer satisfaction, experiential benefits for customer satisfaction, and customer satisfaction for customer loyalty. Whereas variables that have no effect between variables group belongingness to customer loyalty and disclosure comfort to customer loyalty due to loyalty are influenced by satisfaction. Customers will be loyal when they are satisfied with the products or services offered by the company.
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Ahmad, Sarah Sabir, Azfahanee Zakaria, and Mhd Azmin Mat Seman. "PERCEPTIONS OF A BRAND’S SOCIAL MEDIA MARKETING ON CONSUMERS LOYALTY." International Journal of Law, Government and Communication 7, no. 28 (June 27, 2022): 273–80. http://dx.doi.org/10.35631/ijlgc.728021.
Abstract:
At present, from Malaysia’s population that consists of over 32 million people, 91.7% are social media users. This data is an evidence that businesses need to move to the online platforms to be able to reach more customers and to ensure the customers retention and loyalty. Therefore, this research investigates and describes the concept of consumer perception of a brand’s social media marketing on consumers’ loyalty. The study examines the different approaches adopted by companies to build their loyal customer. Consequently, there are four variables that have been discussed in this study which are trendiness, customer experience, community outreach and customer expectation. All of these factors were analysed using frequency analysis, descriptive analysis, reliability analysis, multiple regression analysis and correlation analysis. The results show that there is a significant relationship between customer experience and customer expectation and customer loyalty. Whereas, customer outreach and trendiness showed insignificant results towards customer loyalty. Customer expectation was the variable that has the strongest impact on customer loyalty. This finding is aligned with past research and proves that when the gap of customers’ expectations and final product or services are reduced, they will turn to be a loyal customer to the brand and support the brand continuously.
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Tang, Sefnat Aristarkus, and Yustina Maro. "Analysis of The Effect of Product, Price, Promotion, And Location on Customer Loyalty of Tenun Ikat." Jurnal Ilmiah Manajemen dan Bisnis 9, no. 1 (April 1, 2023): 1. http://dx.doi.org/10.22441/jimb.v9i1.13774.
Abstract:
This study aims to determine the effect of the product, price, promotion, and location on customer loyalty of ikat in Baranusa Village, Pantar Barat District, Alor Regency, either partially or simultaneously. Customer loyalty is a positive attitude shown by customers towards goods or services by repurchasing the products or services offered by the company and recommending them to friends and family. Loyal customers can indirectly help companies promote products or services to those closest to them.Data was collected using a questionnaire using 30 respondents. Data analysis used descriptive statistics, research instrument tests, multiple linear regression, t-test, and F test. The results showed that partially the product had a significant positive effect on customer loyalty, the price had a significant positive effect on customer loyalty, and the promotion had a significant positive effect on customer loyalty. , and location have a significant positive effect on customer loyalty. Simultaneously product, price, promotion, and location have a significant positive effect on customer loyalty.
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Cahyani, Katarina Shinta Dwi, Ninuk Muljani, and Robertus Sigit Haribowo Lukito. "PENGARUH BRAND IMAGE, SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP BRAND LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA GOJEK DI SURABAYA." Jurnal Ilmiah Mahasiswa Manajemen : JUMMA 11, no. 1 (June 2022): 78–89. http://dx.doi.org/10.33508/jumma.v11i1.3884.
Abstract:
Currently, transportation companies have taken advantage of technology by creating online transportation applications to market their business, so the competition in this business is tight. One of the online Transportation known to the people of Surabaya is Gojek. To win the competition, of course, Gojek tries to make its customers loyal. The purpose of this study was to analyze the role of customer satisfaction as a mediator of the influence of brand image, service quality and perceived value on brand loyalty. The sample used is 150 respondents, at least 17 years old, domiciled in Surabaya and in the last 2 months have used Gojek at least 3 times. The analysis technique uses smartpls 3.0. The results of the study prove that brand image, service quality and perceived value have a significant influence on customer satisfaction, customer satisfaction has a significant influence on brand loyalty. Customer satisfaction significantly mediates the effect of brand image and perceived value on brand loyalty. Service quality mediated by customer satisfaction has no effect on brand loyalty. The research implication is that the customer's impression of Gojek in Surabaya is positive and the perceived value is also quite good, but the quality of service through satisfaction has not been able to make customers loyal. Therefore, Gojek must further improve the quality of service according to customer needs, so that customers are more satisfied and loyal. Thus, there will be more and more loyal Gojek transportation users, so Gojek will rank the highest as an online transportation facility in Surabaya, and Gojek partners will be more prosperous.
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Narto, Suwignyo Widagdo, and Agustin Hari Prastyowati. "Pengaruh Service Quality Terhadap Customer Loyalty Melaui Customer Satisfaction Pelanggan Jawa Pos Radar Jember." RELASI : JURNAL EKONOMI 16, no. 2 (July 29, 2020): 264–93. http://dx.doi.org/10.31967/relasi.v16i2.364.
Abstract:
For print media, maintaining and adding customers is very important in today's digital era. Including Jawa Pos Radar Jember. Companies must improve Service Quality (service quality), to create and maintain Customer Loyalty (loyal customers). This research is quantitative descriptive. This study was conducted on Jawa Pos Radar Jember customers in Jember Regency, precisely in Sumbersari, Patrang and Kaliwates Regencies. Data collection techniques by observation, questionnaire and direct interview. The number of samples was 125 out of a population of around 7,500 subscribers to the Jawa Pos Radar Jember newspaper. This study uses Service Quality independent variables (Tangibility, Reliability, Responsiveness, Assurance, Empathy), Customer Satisfaction variablesand Customer Loyalty dependent variables. The analytical method used is multiple regression analysis with path analysis, classic assumption test (multicollinearity test, heteroscedasticity test, and normality test).The purpose of this study is 1) to testand analyze Reliability, Responsiveness, Assurance, Empathy effect on Customer Satisfaction and Customer Loyalty. 2) Test and analyze the moderation of Customer Satisfaction against Customer Loyalty.The results show that Tangibility, Responsiveness, Assurance, Empathy has no significant effect on Customer Satisfaction. Only reliability has a significant effect on Customer Satisfaction. Conversely, Reliabilty, Responsiveness, Assurance, Empathy has a significant effect on Customer Loyalty. Only, Tangibility is not a significant effect on Customer Loyalty. AndCustomer Saticfaction does not become intervening between Service Quality and Customer Loyalty
Keywords: Service Quality, Customer Satisfaction dan Customer Loyalty
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Iqbal, Asif, Muhammad Amin Hasan, Syed Farrukh Bukhari, and Muhammad Sufyan Ramish. "Determinants of Customer Satisfaction: The Moderating Role of Switching Cost towards Customer Loyalty in B2B Packaged Food Retail Setting." Journal of Education and Social Studies 4, no. 1 (March 9, 2023): 1–15. http://dx.doi.org/10.52223/jess.20234101.
Abstract:
Loyal customers are committed to repeat patronage, making business referrals, and providing publicity for the business. However, rising customer expectations and price consciousness, advancement of technology, lack of product differentiation, and consumer choices have posted more challenges for customer retention. This paper examines the determinants of customer satisfaction in a business-to-business (B2B) packaged food retail setting, with a particular focus on the moderating role of switching cost towards customer loyalty. Using a survey-based approach, data was collected from 382 respondents who were customers of B2B packaged food retailers in Pakistan. The results of the study indicate that product quality, service quality, and price are significant determinants of customer satisfaction. Furthermore, the study finds that switching cost moderates the relationship between customer satisfaction and customer loyalty. In addition, the results show that switching cost has a significant positive effect on customer loyalty, indicating that customers are more likely to remain loyal to a retailer if the switching cost is higher. The study implies that retailers should focus on providing high-quality products and services at fair prices to enhance customer satisfaction and which leads to customer loyalty. Moreover, retailers should consider implementing switching costs strategies to enhance customer loyalty in the B2B packaged food retail setting. The findings of this study have important implications for the development of effective customer satisfaction and loyalty strategies in the B2B packaged food retail industry.
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Siswi, Ati Arifiah, and Wahyono Wahyono. "The Role of Customer Satisfaction in Increasing Customer Loyalty." Management Analysis Journal 9, no. 1 (March 24, 2020): 17–25. http://dx.doi.org/10.15294/maj.v9i1.34427.
Abstract:
The purpose of this study is to determine the direct and indirect influence of brand personality, brand reputation and price fairness toward customer loyalty through customer satisfaction as an intervening variable. Customer satisfaction influence customers to make an loyal. The population in this research is customers Kukubima Energi. The total sample in this research is 115 respondents with purposive sampling technique through a likert scale. Methods of collecting data using questionnaires and documentation. Data analysis using classic assumption test and hypothesis test (t test and path analysis) with SPSS Statistics version 21 programs. Based on the hypothesis test, the results show that brand personality has a positive and significant effect on customer loyalty, price fairness has a positive and significant effect on customer loyalty, brand reputation does not has a positive and significant effect on customer loyalty, and customer satisfaction has a positive and significant effect customer satisfaction. Mediation test shows that positive emotion mediates the effect of brand personality, and price fairness on customer satisfaction.
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Tefera, Orthodox, and Stephen Migiro. "The Relationship amongst Customer Satisfaction, Loyalty, Demographic and Tripographic1 Attributes: A Case of Star Rated Hotel Guests in Ethiopia." Journal of Economics and Behavioral Studies 10, no. 6A (January 15, 2019): 16–29. http://dx.doi.org/10.22610/jebs.v10i6a.2648.
Abstract:
The hospitality industry in general and hotels in particular attend to diverse guests and their expectations. The satisfaction of all hotels guests and retaining them as a loyal customer, given their different profiles, is imperative but challenging to the sector. This study aims to address this very issue by trying to establish the relationship amongst, customer satisfaction, loyalty, demographic and tripographic attributes by focusing on the hotel guests who stayed in star rated hotels in Ethiopia. Satisfaction was measured as satisfaction with the product, satisfaction with the employees and overall satisfaction. Likewise, customer loyalty was measured with the likelihood of customers to return to the same hotel in the future. “A total of 1200 questionnaires distributed to 40 hotels out of which 415 hotel guests responded, by completing the questionnairesâ€. “The result of inferential statistical techniques reveals that there were significant positive relationships between the customer satisfaction variables†(products .488; p<0.001; staff .460; p<0.001), and the customer’s willingness to stay in the same hotel again.†Though all variables of “customer satisfaction affected customer loyalty, the overall satisfaction variable had the highest standardized coefficient (0.328) with a statistical significance (p < 0.01), followed by satisfaction with the product (.227, p<.01), and satisfaction with employees (.190, p<.01). There was also no statistically significant difference (p>.05) in the mean scores of the customer satisfaction and loyalty across the gender, age, marital status and employment type groups of respondents. With regards to the tripographic variables, there was a statistically significant difference (P<.05) in the mean scores of both the customer satisfaction and loyalty across the staying preference of rated hotel types of customers. Additionally, there was a statistically significant difference (p>.05) in the mean scores of customer loyalty across a source of information on the hotel group of respondents. Hotel managers in Ethiopia need to look at the importance of segmentation of guest based on their demographics and tripographic factors so that they provide personalized service to enhance their customers’ satisfaction that could lead to their loyalty.
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Dewi, Luh Komang Candra, Imade Hendra Saputra, Sourtua Marbun, and Luh Kadek Budi Martini. "The Influence of Service Quality and Customer Relationship Marketing on Customer Loyalty Using Trust as a Mediation Variable in the Village Credit Institution (LPD) of Customary Village." Journal of Digitainability, Realism & Mastery (DREAM) 2, no. 08 (August 31, 2023): 1–12. http://dx.doi.org/10.56982/dream.v2i08.146.
Abstract:
This study aims to determine the effect of service quality and customer relationship marketing on customer loyalty with trust as a mediating variable. This research was conducted at the Kerobokan Customary Village LPD. The population in this study were all customers of the Kerobokan Customary Village LPD with a total of 26,768 people. The sample is determined using the slovin formula with a total sample of 100 samples. Collecting data in this study using questionnaires with data analysis techniques is SEM-PLS. The results of this study indicate that 1. E-service quality has a positive effect on customer loyalty. 2. Customer relationship marketing has a positive and significant effect on customer loyalty. 3. Trust has a positive and significant effect on customer loyalty. 4. Service quality has a positive and significant effect on trust. 5. Customer relationship marketing has a positive and significant effect on trust. 6. Trust is able to mediate the effect of service quality on customer loyalty. 7.Trust is able to mediate the influence of customer relationship marketing on customer loyalty.
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Omeje, Nkemjika U. "Mediating Effect of Customer Satisfaction On Relationship Marketing and Customer Loyalty Among Commercial Banks Customers in Awka, Anambra State." British Journal of Marketing Studies 10, no. 5 (May 15, 2022): 28–40. http://dx.doi.org/10.37745/bjms.2013/vol10n52840.
Abstract:
The banking industry is one of the largest sectors dealing with individual customers directly. The success and profitability of a company is based on the number of customer base and their ability to maintain good relationship with their customers and satisfy them efficiently. Therefore, this study seeks to examine the mediating effect of customer satisfaction on relationship marketing and customer loyalty among commercial bank customers in Awka, Anambra state. Specifically, the study examined the effects of relationship marketing concepts (trust, commitment, communication and conflict handling on customer loyalty. Data was collected from 691 respondents and the hypotheses tested using macro process via SPSS version 17. The result showed that relationship marketing dimensions used in this study (trust, commitment, communication and conflict handling) has significant influence on customer loyalty. Furthermore, customers’ satisfaction has significant mediating influence on the relationship between the components of relationship marketing (trust, commitment, communication and conflict handling) and customer loyalty. It was therefore recommended that since customer satisfaction is a determinant of customer loyalty, via relationship marketing activities there is need for banks to satisfy their customers so as to encourage them to remain loyal to the bank through continuous patronage.
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Abdul Wakil. "PERAN BRAND IMAGE DAN KUALITAS PRODUK DALAM MENINGKATKAN LOYALITAS PELANGGAN." Al-Idarah : Jurnal Manajemen dan Bisnis Islam 1, no. 2 (August 23, 2020): 22–31. http://dx.doi.org/10.35316/idarah.2020.v1i2.22-31.
Abstract:
Customers play an important role in a company. Various alternative and efforts must be made by the company to satisfy customer needs through various strategies that aim to make customers become loyal to the products produced by the company. The purpose of this study is to determine the effect of brand image on customer loyalty and the influence of product quality on customer loyalty. This study is categorized as a qualitative research sourced from existing theories and empirical research journals that are relevant to the variables examined in this study. The results of this study showed that brand image has a positive effect on customer loyalty, product quality has a positive effect on customer loyalty.
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Muhammad Ismuroji, Endang Sulistya Rini, and Beby Karina Fawzeea Sembiring. "INFLUENCE OF BRAND IMAGE AND CUSTOMER SATISFACTION TO BRAND LOYALTY THROUGH BRAND LOVE AS A MEDIATION VARIABLE IN STARBUCKS MULTATULI MEDAN." International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 3, no. 2 (April 12, 2023): 557–68. http://dx.doi.org/10.54443/ijebas.v3i2.803.
Abstract:
Along with rising population and income levels, it has become a major factor in the rising demand for non-consumption-based necessities, which many have adopted as a way of life. The expansion of the Coffee Shop industry has made coffee an integral part of people's lifestyles. Starbucks' continued existence depends on customer loyalty. Starbucks Multatuli's efforts to maintain brand loyalty are still relatively low. Customers continue to prefer other coffee shops over Starbucks. However, the customer's affection for Starbucks will cause the customer to form an emotional bond with Starbucks. Consequently, the customer's emotional attraction to Starbucks and feelings of pleasure will increase customer satisfaction. Thus, a positive brand image will provide customers with a positive experience, which will foster a sense of love for Starbucks and increase brand loyalty. This study's objective is to examine how brand image and customer satisfaction influence brand loyalty via brand love. Four variables comprise the survey: brand image, customer satisfaction, brand loyalty, and brand love. Accidental sampling is used for sampling. The population of this study consisted of 120 Starbucks Multatuli customers who participated in the survey. Using the SmartPLS 3.0 application, PLS-SEM was utilized for data analysis. The results indicated that brand image and customer satisfaction had a significant effect on brand love, a significant effect on brand loyalty, and a significant effect on brand loyalty via brand love.
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Purimartyas, Adetya, Rohmat Dwi Jatmiko, and Noor Aziz. "The Influence of Website Quality On Customer Loyalty Mediated by Customer Satisfaction of Shopee Career Women Customers." Jamanika (Jurnal Manajemen Bisnis dan Kewirausahaan) 1, no. 3 (September 30, 2021): 157–65. http://dx.doi.org/10.22219/jamanika.v1i3.18225.
Abstract:
The purpose of this study is to describe customer perceptions of shopee website quality, shopee customer satisfaction and shopee customer loyalty. The data analysis technique used scale and path range analysis. The results of the analysis show that the customer's perception of the quality of the shopee website can be found to be in the good category. Shopee customer satisfaction is in the very satisfied category. Shopee customer loyalty is included in the very loyal category. Website quality affects customer satisfaction, meaning that the better the quality of the shopee website, the customer satisfaction will increase. Customer satisfaction affects customer loyalty, meaning that with increasing customer satisfaction, customer loyalty will increase
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Mohamad, Dadang, Grida Saktian Laksito, and Sukono Sukono. "EFFECT SERVICE QUALITY AND CUSTOMER VALUE TO CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION USE OF DAMRI TRANSPORTATION MODE IN BANDUNG." MEDIA STATISTIKA 15, no. 1 (July 10, 2022): 60–71. http://dx.doi.org/10.14710/medstat.15.1.60-71.
Abstract:
This study aims to determine how the influence of service quality and customer value on customer loyalty through customer satisfaction on DAMRI Transport Mode in Bandung, The research method used is quantitative, the sampling technique uses non-probability sampling and a sample of 260 respondents is obtained, the analytical tool used is Path Analysis and hypotheses using a significance test using the SPSS Version 24 and SEM AMOS analysis tool. The results of this study indicate that direct testing for direct testing of the customer loyalty variable it is found that service quality and customer satisfaction to customer loyalty has a positive and significant effect for use bus DAMRI in Bandung, while for customer value it has no effect on customer loyalty for use bus DAMRI in Bandung. With regard to customers' ownership, it is possible to increase the quality of service quality and customer loyalty to customers by giving goods a consumer satisfaction that would allow them to be loyal to using DAMRI bus as a mode of transportation in everyday activities.
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Peksa, Tereze, and Jānis Pekša. "E-COMMERCE RETAIL CUSTOMERS REPURCHASE FACTORS INFLUENCING IDENTIFICATION." ENVIRONMENT. TECHNOLOGIES. RESOURCES. Proceedings of the International Scientific and Practical Conference 2 (June 17, 2021): 131–35. http://dx.doi.org/10.17770/etr2021vol2.6620.
Abstract:
With the fast-paced technological development era and the importance of using the Internet in our daily lives, e-commerce as shopping no longer seems new or unusual. Regardless of type or size, companies are using e-commerce advantage to compete in the market. Each of these companies needs a circle of independent and loyal customers. When the customer is satisfied, he gives positive feedback about the company and makes a repeat purchase. In this way, he attracts new customers to the company and provides an independent income for the company. Certain factors influence the customer's attitude and behavior. It is essential to determine what influences their customers' choices when competing to earn profit in the market; the customer must be satisfied in order for him to want to make a repurchase. Repurchases from customers indicate a loyalty to the company. Customer loyalty can be the result of a company consistently meeting and exceeding its customer expectations. Customer loyalty can have a significant impact on business growth. To assess and identify the factors influencing customer satisfaction, they are identified and offered a conceptual reflection of the current situation and offer a conceptual model of Identification Causes and Effects of Customer Satisfaction Framework (IceCSF) in e-commerce retail.
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Marifah, Deva Nur, Rohmat Dwi Jatmiko, and Sri Nastiti Andharini. "The Influence of Service Quality on Customer Satisfaction Mediated by Customer Loyalty." Jamanika (Jurnal Manajemen Bisnis dan Kewirausahaan) 2, no. 01 (March 31, 2022): 12–20. http://dx.doi.org/10.22219/jamanika.v2i1.20696.
Abstract:
The purpose of this study is to describe and examine the effect of customer perceptions of Garnier service quality on customer satisfaction mediated by customer loyalty. The data analysis technique used path analysis. The results of this study indicate that service quality and customer loyalty has a positive and significant effect on Garnier’s customer satisfaction. The results of the analysis show that the customer's perception of the quality of Garnier can be seen in a good category. Garnier customer satisfaction is in the satisfied category. Garnier customer loyalty is in the loyal category. Service quality affects customer satisfaction, meaning that the better the quality of Garnier, the more customer satisfaction will increase. Customer satisfaction affects customer loyalty, meaning that with increasing customer satisfaction, customer loyalty will increase.
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Naila Umniyyati Rahmah and Parlagutan Silitonga. "Increasing Customer Loyalty at McDonald's Kemang Through Customer Satisfaction." Formosa Journal of Applied Sciences 2, no. 6 (June 17, 2023): 969–88. http://dx.doi.org/10.55927/fjas.v2i6.4412.
Abstract:
Customer satisfaction is the core concept of loyalty, meaning that without satisfaction, there will be no loyalty, so it can be said that customer satisfaction is a factor in shaping loyalty. The purpose of this study is to analyze how McDonald's Kemang can win more loyal customers by increasing customer satisfaction focusing on product quality and brand image. 184 customers of McDonald's Kemang are the population of this study. The sampling method uses a nonprobability sampling technique with a purposive sampling approach, because the sample of this study only includes McDonald's Kemang customers. The data collection technique in this study involved distributing questionnaires to respondents. The research findings show that the value of each variable has a positive and significant impact, both directly and indirectly.
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Wijayani, Tri, and Bono Prambudi. "PENGARUH KUALITAS PRODUK DAN BRAND IMAGE TERHADAP LOYALITAS PELANGGAN (Studi Empiris Pada Konsumen Wardah di Gerai Pusat Grosir Cililitan)." Jurnal Ekobis : Ekonomi Bisnis & Manajemen 10, no. 2 (September 30, 2020): 195–207. http://dx.doi.org/10.37932/j.e.v10i2.127.
Abstract:
The purpose of this research is to find out the influence of product,brand image partial and simultaneous to the customer loyalty of product cosmetik Wardah. The data collected using the Rao pubra formula invloing 100 respondents which is Wardah cosmetik customers. Metodology this research is casual relation with test validity, reability tets, classic assumption test, correlation test, multipe linear regression test, t-test, F-test, and determinants. Base on result of reseach partial know that product quality (X1) influence on custemers loyality Wardah cosmetik, brand image (X2) not influence on custemer loyalty Wardah cosmetik. The qualty of product of the simultaneous effect on custumer loylity. The better the Product Quality, the Customer Loyalty will increase and the worse the Product Quality, the Customer Loyalty will decrease. The better the Brand Image the Customer Loyalty is increasing and the worse the Brand Image the customer loyalty will decrease.
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Kandampully, Jay, Tingting (Christina) Zhang, and Anil Bilgihan. "Customer loyalty: a review and future directions with a special focus on the hospitality industry." International Journal of Contemporary Hospitality Management 27, no. 3 (April 13, 2015): 379–414. http://dx.doi.org/10.1108/ijchm-03-2014-0151.
Abstract:
Purpose – This article aims to provide a summary review of what is already known about customer loyalty and identifies some emerging issues that play an important role in it. As a result of dramatic changes in the marketplace and in consumers’ connections with the hospitality industry, researchers and practitioners are keen to understand the factors that underpin customer loyalty. Design/methodology/approach – By synthesizing extant customer loyalty literature, this article seeks further understanding of loyalty and offers priorities for ongoing loyalty research. Findings – Using conceptual models, this study provides a framework designed to extend the understanding of customer loyalty and the impact of the evolving role of engaged customers. Practical implications – Companies are advised to create emotionally engaged, loyal brand ambassadors by focusing on emerging areas, such as customer engagement, brand citizenship behaviors, mass personalization, employee engagement, brand ambassadors (both employees and customers), co-creation of value, co-design, co-consumption and rapport between customers and employees. Originality/value – This article crafts a conceptual framework for customer loyalty and identifies those factors that influence its development in the service industry with a special focus on the hospitality industry.
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Uncles, Mark D., Grahame R. Dowling, and Kathy Hammond. "Customer loyalty and customer loyalty programs." Journal of Consumer Marketing 20, no. 4 (July 1, 2003): 294–316. http://dx.doi.org/10.1108/07363760310483676.
Abstract:
Customer loyalty presents a paradox. Many see it as primarily an attitude‐based phenomenon that can be influenced significantly by customer relationship management initiatives such as the increasingly popular loyalty and affinity programs. However, empirical research shows that loyalty in competitive repeat‐purchase markets is shaped more by the passive acceptance of brands than by strongly‐held attitudes about them. From this perspective, the demand‐enhancing potential of loyalty programs is more limited than might be hoped. Reviews three different perspectives on loyalty, and relates these to a framework for understanding customer loyalty that encompasses customer brand commitment, customer brand acceptance and customer brand buying. Uses this framework to analyze the demand‐side potential of loyalty programs. Discusses where these programs might work and where they are unlikely to succeed on any large scale. Provides a checklist for marketers.
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Vilkaite-Vaitone, Neringa, and Ilona Skackauskiene. "Service Customer Loyalty: An Evaluation Based on Loyalty Factors." Sustainability 12, no. 6 (March 13, 2020): 2260. http://dx.doi.org/10.3390/su12062260.
Abstract:
This study sheds light on customer loyalty based on three groups of factors (customer, service provider, and environment). Noting the diversity of the effects of customer loyalty factors, this research investigates the impact of every factor upon customer loyalty. This paper provides an innovative insight into how a variety of customer loyalty factors might be combined into a single measure of customer loyalty. Finally, this study examines phases of customer loyalty and identifies the factors that prevent a peak of customer loyalty. The factors determining customer loyalty explain why customers move across different loyalty phases over time. The results of the empirical testing confirmed the practical applicability of the suggested approach for evaluating customer loyalty based on these factors. An innovative approach to the evaluation of customer loyalty is essential for marketers because it will help them to evaluate loyalty in cases where data about customer behavior are not collected. The findings of the research contribute to a better understanding of which factors are a viable basis for increasing customer loyalty, specifically in the catering and beauty markets, and offer guidance to marketing managers on how to shift customers to more desirable loyalty phases.
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Zaman, Khansa, Asma Arshad ., and Aqeel Shahzad . "Customer Loyalty in FMCG Sector of Pakistan." Information Management and Business Review 4, no. 1 (January 15, 2012): 41–48. http://dx.doi.org/10.22610/imbr.v4i1.962.
Abstract:
The purpose of this study is to find an empirical relationship of proposed variables and to find the impact of customer satisfaction, trust, and corporate reputation on customer loyalty. This study attempts to contribute to the knowledge how FMCG companies of Pakistan can retain their customers by making them loyal through satisfaction, trust, and corporate reputation. A theoretical framework is proposed to suggest links among variables. The sample size selected for research constitutes 200 respondents, and these respondents belong to the cities of Rawalpindi and Islamabad, Pakistan. Multiple regression and correlation coefficient was used to examine hypothesized relationship. Regression analysis reveals that customer satisfaction, trust, and corporate reputation bring 79.0% change in customer loyalty. There is a strong positive yet significant relationship of trust and customer loyalty. Customer satisfaction & corporate image also posit a positive and significant impact on customer loyalty. The results indicate that FMCG companies in Pakistan should pay more attention toward the reputation of their company, satisfaction of their customers, and trust in order to build loyalty of customers. Generalizability and time constraint are the limitations of the study.
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Christian, Ishmael Ofoli, Thomas Anning-Dorson, and Nii Nookwei Tackie. "Customer loyalty and value anticipation: does perceived competition matter?" African Journal of Economic and Management Studies 12, no. 2 (May 3, 2021): 321–35. http://dx.doi.org/10.1108/ajems-09-2020-0443.
Abstract:
PurposeDrawing on customer value theory and the demanding nature of today's customers, this paper examines the moderating effects of competition, as perceived by customers, on the nexus between customer value anticipation (CVA), satisfaction and loyalty.Design/methodology/approachUtilizing data from the Ghanaian banking sector, which has been going through some reforms that are changing the banking landscape, the study analyzes data from 587 customers. Respondents were drawn from a cluster of banks within an enclave with different types of customers and epitomize the competitive nature of Ghana's banking sector.FindingsCVA drives customer satisfaction, attitudinal loyalty and behavioral loyalty among bank customers. However, between attitudinal and behavioral loyalty, customers will be more behaviorally loyal to banks that successfully anticipate their needs than they would be in attitude. The relationships between CVA and satisfaction and loyalty are such that the level of competition among sector players does not alter the effect; thus, when a bank is able to anticipate customer value, customers are going to stay loyal to such a bank irrespective of the competitive offers.Originality/valueAlthough the impact CVA has on satisfaction and loyalty is justified in the existing literature, extant research has not systematically examined the influence of external boundary and situational effects on the potency of anticipating customer value in detail. The current study shows the effect of competition on CVA and customer behavioral outcome. The study further concludes that irrespective of competition, banks that are perceived to be high on CVA will have their customers being loyal. This is very important in the development of bank marketing and product innovation strategies.
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Rizkiyah, Aminah, and Budiono Prestyadi. "PENGARUH SISTEM PENJUALAN ONLINE TERHADAP KEPERCAYAAN PELANGGAN DAN DAMPAKNYA PADA LOYALITAS PELANGGAN (STUDI PADA PT. WEB WAHANA WISATA)." MANAJERIAL 2, no. 1 (December 28, 2017): 75. http://dx.doi.org/10.30587/jurnalmanajerial.v2i1.179.
Abstract:
Consumer Loyality very important means for the company that maintain the sustainability of their business and the continuity of our business activities. Customers faithful consumers is satisfied with products and services provided. Then variable existing as follows: the influence of Online Sales System (X); Customer Trust (Y1); and customer loyalty (Y2);Using the tabulated results of the survey population data on customers of PT Web Wahana Wisata on JL. Veteran 5A Singosari No. 42-Gresik were analyzed using path analysis (path analysis). Then it can be known to the alpha coefficient of each variable in each variable declared reliability because of greater than 0.6. But the value of the hypothesis test is said to be insignificant because the variable does not satisfy the requirements of t-values count > from the t-table, wich is equal to 1,9955 (95%) confidence levels in standart, among other things: the influence of online sales system with customer trust gained by the value t calculate of 0,105. The influence of online sales system with customer loyalty with a value calculate amounted to 1,647. The influence of customer trust and loyalty of customers obtained by values t count of 0,261. But the influence is not direct online sales system of customers loyalty through customer trust gained by the value of 0,00205, which means online sales system that run companies affect customer loyalty.
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Sugiono, Edi, Andini Nurwulandari, and Fithri Khairina. "The Effect of Promotion Mix on Sales Performance Mediated by Customer Loyalty at Paul Bakery Kota Kasablanka Jakarta." ENDLESS : International Journal of Future Studies 4, no. 1 (February 6, 2021): 93–111. http://dx.doi.org/10.54783/endless.v4i1.47.
Abstract:
The company strives to remain at a high level of competition with various strategies in maintaining its business. Many new companies find it challenging to keep their company due to marketing strategies that do not follow current globalization developments. Therefore the company will try to find ways to market its products, starting from promoting products, knowing products to make customers loyal. The purpose of this study is to see the effect of advertising, promotion, personal selling, direct digital marketing, and public relations on sales performance and customer loyalty by taking samples at the Paul Bakery Kota Kasablanka Jakarta. The research method used is descriptive, namely an analysis that describes the variables to the bakery's sales volume at Paul Bakery Kota Kasablanka. The results showed: the advertising variable has no positive effect on sales performance, customer loyalty, and sales performance through customers; promotion variable has no positive impact on sales performance and sales performance through customer loyalty but has a positive effect on customer loyalty; personal selling variable has a positive effect on sales performance, employee performance through customer loyalty but has no effect on customer loyalty; direct digital marketing variable has a positive effect on sales performance and customer loyalty but does not have a positive effect on sales performance through customer loyalty, and public relations variables have a positive effect on sales performance, customer loyalty and sales performance through customer loyalty.
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Pula, Fellanze. "Co-creating value and its impact on customer satisfaction and customer loyalty: A banking sector perspective." Journal of Governance and Regulation 11, no. 4 (2022): 179–90. http://dx.doi.org/10.22495/jgrv11i4art17.
Abstract:
The application of co-creation is important and traditionally proves that banks that offer products and services without taking into account the opinions and recommendations of customers have the opportunity to remain focused on the bank and not be successful (Keshavarz & Jamshidi, 2018). In many organizations, especially those dealing with services, customer satisfaction is considered a challenge. Customer satisfaction influences customer loyalty and a loyal customer is a constant source of revenue, and satisfied customers do not focus on replacement products found on the market. From this, we conclude that customer satisfaction increases loyalty and reduces opposition to the products and services that the company offers (Jaakkola, Helkkula, & Aarikkula-Stenroos, 2015). This study aims to measure the impact of co-creation value through the DART (dialogue, access, risk assessment, and transparency) model on customer satisfaction and customer loyalty. The method used to answer the research questions is the quantitative method, where data were collected through primary research; the population of this study is the customers of all commercial banks in Kosovo, where the sample was 300 customers of randomly selected banks. Based on the research results, referring to Spearman’s rho correlation we conclude that co-creation with customer satisfaction and customer loyalty are in direct proportion. According to the ordinary least squares (OLS) model, we conclude that co-creation affects customer satisfaction and customer loyalty. Through this research, banking structures have the opportunity to increase customer satisfaction and create loyalty to customers through the co-creation process, strengthening its components such as dialogue, access, risk assessment, and transparency.
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Ardhani, Aditya Putranto. "Pengaruh Switching Cost sebagai Pemoderasi Hubungan antara Kepuasan dan Loyalitas Konsumen." Jurnal Riset Manajemen dan Bisnis 2, no. 2 (December 1, 2007): 155. http://dx.doi.org/10.21460/jrmb.2007.22.198.
Abstract:
The aim of this research is to exornine the moderating effect of switching cost on the relationship between customer satisfaction"ia-ioyaiy. The reiearch object is 150 customers who use mobile phone Sim Card in Yogtakarta. The result shows that the moderating effect of switching cost on the relationship between satisfaction and loyatty is not supported. However the ffict ;f customer satisfaction on loyalty persists with or without the switching cost.Keywords: Switching Cost, Customer Satisfaction, Customer Loyalty
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Yang, Xinyue, and Qinjian Yuan. "The Effects of B2C Interaction on Customer Loyalty." Journal of Data and Information Science 3, no. 2 (June 22, 2018): 78–104. http://dx.doi.org/10.2478/jdis-2018-0010.
Abstract:
Abstract Purpose This research attempts to examine the relationship between B2C interaction and customer loyalty in Business-to-Customer (B2C) context from a new perspective of the interactive tool. Design/methodology/approach The scale for B2C interactive tools is of seven dimensions: efficiency, security, fulfillment, mobility, community, cultivation, and customization. A model reflecting the influences of these attributes on customer loyalty is developed and empirically examined based on data collected from 265 B2C customers. Findings Results reveal that the fulfillment, mobility, community, and customization of B2C interactive tools can enhance customer loyalty directly and significantly. Efficiency and security, serving as the premise for possible purchase behavior, facilitate fulfillment. In addition, cultivation promotes the formation of customization, which directly strengthens customer loyalty. Research limitations Models considering individual-level indicators and combined with classic loyalty mechanisms in B2C context may lead to a deeper understanding of the tested effects of interaction on customer loyalty. Practical implications To strengthen B2C interaction and further cultivate loyal customers, making interactive tools more fundamental, flexible, and personalized is critical for B2C enterprises. Originality/value This study proposes a new perspective from interactive tools when measuring the relationship between B2C interaction and customer loyalty, and offers a useful theoretical lens and reasonable explanations for investigating customer loyalty in B2C e-commerce context.