Journal articles on the topic 'Satisfaction and customer loyalty'
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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).
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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
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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.
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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.
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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.
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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
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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.
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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.
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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.
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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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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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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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.
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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
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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.
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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.
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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.
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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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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.
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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
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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.
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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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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.
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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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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.
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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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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.
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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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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.
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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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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.
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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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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.
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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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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.
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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
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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.
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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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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.
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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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Winata, Aprielia, and Budi Prabowo. "Pengaruh Harga, Fasilitas dan Kualitas Pelayanan terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Intervening pada London Beauty Center (LBC) Sidoarjo." El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam 3, no. 5 (March 18, 2022): 805–15. http://dx.doi.org/10.47467/elmal.v3i5.1106.
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This study describes the price, facilities, and service quality provided by the London Beauty Center Beauty Clinic to its customers so that customer satisfaction arises and causes customers to become loyal to the products provided by the beauty clinic. This research activity aims to determine the effect of price, facilities, and service quality on customer loyalty through the intervention variable, namely customer satisfaction. The number of samples is 100 respondents. The data analysis technique used is path analysis with the help of the SPSS 25.0 program. Sobel test results show that there is an influence between brand image on customer loyalty with buyer satisfaction which is the intervening variable, price on customer loyalty which is the intervening variable, and the quality of customer satisfaction through buyer satisfaction which is the intervening variable. That's because the value of t count exceeds t table.
Keywords: Price, Facilities, Service Quality, Customer Satisfaction, Customer Loyalty
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Aufa Nadya, Nabila. "EFFECT OF EXPERIENTIAL MARKETING ON CUSTOMER LOYALTY: THE ROLE OF CUSTOMER SATISFACTION AS A MEDIATOR." Journal of Business Studies and Mangement Review 4, no. 1 (December 31, 2020): 27–33. http://dx.doi.org/10.22437/jbsmr.v4i1.11909.
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This research examines experiential marketing and its effect on customer loyalty with customer satisfaction as a mediator. This research is based on two theories; expectation-confirmation theory (ECT) and satisfaction-loyalty theory. This article was made because the development of the marketing concept has grown rapidly, therefore, that it no longer focuses on its products, but focuses on its consumers, hence, that an interesting experience will provide something different for consumers to enjoy their products or services. In an effort to provide a theoretical basis for the role of customer satisfaction in mediating experiential marketing on customer loyalty, researcher propose a framework that describes consumer behavior. These are expected to have an impact on the perceived experience by customer will create satisfaction, therefore, customers become loyal. Researcher further posit that the relationships between experiential marketing and customer loyalty are indirect, but through the perceived satisfaction by customers. Finally, researcher present customer satisfaction as a mediator between experiential marketing and customer loyalty. Implications for management and future research are presented.
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Handayani, Dola Fitritha Raras, Retno Widowati PA, and Nuryakin Nuryakin. "The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty." Jurnal Siasat Bisnis 25, no. 2 (2021): 119–30. http://dx.doi.org/10.20885/jsb.vol25.iss2.art3.
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Purpose: This research's main objective is to determine the relationship among e-service quality, trust, and brand image to customer loyalty. Customer satisfaction was a mediator which focused on Shopee customers in Yogyakarta. Design/methodology/approach: The research respondents consisted of 245 customers. The reliability and validity tests were conducted. The collected data were analyzed using the SEM AMOS method. Findings: The research results showed that: 1) e-service quality had a positive and significant influence on customer loyalty; 2) trust had a positive and significant influence on customer loyalty; 3) brand image had a positive and significant influence on customer satisfaction; 4) e-service quality had a positive and significant influence on customer loyalty; 5) customer trust had a positive and significant influence on customer loyalty; 6) brand image had a positive and significant influence on customer loyalty; 7) customer satisfaction had a positive and significant influence on customer loyalty; 8) e-service quality had a direct influence on customer loyalty without customer satisfaction as a mediator; 9) trust had a direct influence on customer loyalty without customer satisfaction as a mediator; 10) brand image had a direct influence on customer loyalty without customer satisfaction as a mediator. Research limitation/implications: The research sample was Shopee customers in the Special Region of Yogyakarta. There had not been an analysis of other factors that influence customer satisfaction and loyalty, such as social risk and time risk. Practical implications: Future research should expand the research sample to Shopee customers outside of Yogyakarta Special Region. For further research, it is recommended to modify the proposed model so that the goodness of fit criteria obtained will be fulfilled by the good criteria. Originality/value: In the context of customer satisfaction and loyalty, this research had offered an empirical research model on the relationship among e-service quality, trust, brand image, customer satisfaction and customer loyalty on Shopee customers outside of Yogyakarta Special Region. The use of satisfaction had mediating influence of e-service quality, trust, brand image on customer loyalty.
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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.
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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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Bahtera, Novyandri Taufik, and Vina Firkiyatul Munawaroh. "Analyzing Customer Satisfaction’s Effect as Intervening Variable of Service Quality Influencing Customer Loyalty: Indonesian Perspective." TIJAB (The International Journal of Applied Business) 6, no. 2 (November 25, 2022): 195–208. http://dx.doi.org/10.20473/tijab.v6.i2.2022.38567.
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Service quality is defined as a performance offered by a company to customers providing customer satisfaction and, in turn, can earn their loyalty. This study aims to analyse service quality effect on customer satisfaction, customer satisfaction on customer loyalty, and customer satisfaction as mediating service quality on customer loyalty. The method used inferential quantitative research. The data were collected by distributed online questionnaires on 43 customers of Islamic bank in East Java, Indonesia as the respondents. The data were processed by using the SmartPLS 3.0. The study’s result show a positive effect for service quality on customer satisfaction, a positive effect for customer satisfaction on customer loyalty, and a positive effect on customer satisfaction as mediating variable on service quality with customer loyalty. A company can get customer satisfaction if it provides excellent service quality and ultimately gets customer loyalty.
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Mandal, Pratap Chandra. "Managing Customer Satisfaction and Customer Loyalty in Organizations." Journal of Business Ecosystems 3, no. 1 (January 1, 2022): 1–16. http://dx.doi.org/10.4018/jbe.314599.
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Companies require managing customer satisfaction and loyalty to achieve growth. The objective of the study is to analyze how companies manage customer satisfaction and loyalty. The methodology adopted is a conceptual analysis of the various aspects of management of customer satisfaction and loyalty in companies. Companies require appreciating the importance of product and service qualities as drivers of customer satisfaction. They should keep track of customer satisfaction levels through effective measures. They require building customer loyalty through various strategies viz. close interactions with customers and development of loyalty programs and brand communities. They should adopt effective initiatives for managing customer satisfaction and loyalty. Academics may suggest better practices for managing and measuring customer satisfaction and loyalty. Practicing managers may adopt the best practices which will enable them to have effective management of customer satisfaction and loyalty and effective measures of customer satisfaction levels and achieve business excellence.
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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.
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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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Nurhayati, Nurhayati, and Fatmasaris Sukesti. "PENINGKATAN LOYALITAS NASABAH BANK SYARIAH MELALUI PENINGKATAN KUALITAS LAYANAN DAN KEPUASAN NASABAH DENGAN VARIABEL RELIGIUSITAS SEBAGAI VARIABEL MODERATING (Studi pada Bank Syariah di Kota Semarang)." Economica: Jurnal Ekonomi Islam 7, no. 2 (January 3, 2017): 141. http://dx.doi.org/10.21580/economica.2016.7.2.1158.
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<em>Competitive rivalry between conventional banks and Islamic banks make Islamic banks should be able to compete with conventional banks in providing good quality of service, product quality and customer satisfaction, thereby increasing the number of customers. Quality of service also can affect customer loyalty directly and indirectly. The quality of service and satisfaction to encourage customers to be loyal to a company's products and services that have an impact on the improvement of market share for a product. Quality of service and customer satisfaction, especially in service companies is very important in retaining customers in a long time. Quality of service and customer satisfaction will determine the performance of the company. Factors religiosity in Indonesia also played in determining and pushing for elections on islamic bank customers because the system for different results offered by the system of interest of conventional banks. These results indicate that the quality of service and level of customer satisfaction and religiosity jointly effect on customer loyalty. Quality of service and customer satisfaction levels also have an effect on customer loyalty which variabels most influence on customer loyalty is the degree of religiosity.</em>
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Dewi, Apria Tika, and Dhani Ichsanuddin Nur. "Customer Loyalty Analysis in PT. BNI-46 (Persero) Support Branch of Graha Pangeran Surabaya." IJEBD (International Journal of Entrepreneurship and Business Development) 4, no. 4 (July 31, 2021): 555–65. http://dx.doi.org/10.29138/ijebd.v4i4.1469.
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BANK is a financial institution that plays an important role in the economy which influences the movement of economic growth with the aim of improving the standard of living of the people at large. Based on the background of the problem, regarding the provision of good service quality to customers and the satisfaction received by customers with bank trust are the reasons for customers in choosing a bank so that customer loyalty can be created. This study aims: to determine the effect of trust on customer loyalty, to determine the effect of service quality on customer loyalty, to determine the effect of trust on customer loyalty through customer satisfaction and to determine the effect of service quality on customer loyalty through customer satisfaction.The main method of this research is to emphasize objectively measuring aspects of social phenomena. Based on the objective, the method used is quantitative research. The population in this study were all customers of PT. BNI 46 Graha Pangeran Surabaya Sub-Branches totaling 16,071 customers using a sampling technique so that in this study the number of research samples was determined as many as 99 customers. The analysis technique used is Data Analysis Using Partial Least Square (PLS).The results showed that customer trust can contribute to increasing customer satisfaction, service quality has not been able to contribute to customer satisfaction, customer trust can contribute to increasing customer loyalty, service quality has not been able to contribute to customer loyalty, customer satisfaction can contribute to customer loyalty. increasing customer loyalty and customer trust can contribute to increasing customer loyalty through customer satisfaction and service quality has not been able to contribute to customer loyalty through customer satisfaction.
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Winarti, Yuni, Sumitro Sarkum, and Abd Halim. "PRODUCT INNOVATION ON CUSTOMER SATISFACTION AND BRAND LOYALTY OF SMARTPHONE USERS." JOURNAL OF APPLIED BUSINESS ADMINISTRATION 5, no. 2 (September 28, 2021): 179–87. http://dx.doi.org/10.30871/jaba.v5i2.3166.
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This study investigates the effect of product innovation attributes (Relative advantage, Complexity, Compatibility, Trialability, and observability) on customer satisfaction and loyalty with experience as a moderator between customer satisfaction and brand loyalty. This study uses quantitative methods, using the help of SPSS 23, and uses a path analysis approach to determine the relationship between variables. Based on a sample of 100 people living in the Labuhan Batu Regency area, it was found that Relative advantage, Complexity, Compatibility, Trialability, and Observability had a positive effect on customer satisfaction. These results also found that the product innovation attribute was a major predictor of customer satisfaction. The results of the study reveal that loyal customers use smartphone services in accordance with and consistent with the given perceptions. In addition, the research results illustrate that customer satisfaction has a significant effect on brand loyalty. Furthermore, this study also found that experience significantly moderates customer satisfaction and brand loyalty. As a practical implication in good market competition, companies need to understand the needs of customers and provide added value to customers by providing innovative products. Innovation in a product can increase customer satisfaction and make customers commit to a brand. managers need to understand customer needs by creating value accordingly. This study is the first to investigate the relationship between product innovation attributes, customer satisfaction and experience as a moderator. Future research is expected to analyze the role of experience as an independent variable in influencing customer satisfaction and brand loyalty.
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Pratiwi, Lia Yudar. "Analisis Pengaruh Bauran Pemasaran, Loyalty Program, Intentions to Switch Terhadap Kepuasan Pelanggan dan Implikasinya Pada Loyalitas Pelanggan PT. Bank Negara Indonesia 46 Merauke." Jurnal Penelitian dan Pendidikan IPS 13, no. 1 (September 21, 2020): 22–31. http://dx.doi.org/10.21067/jppi.v13i1.4752.
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This study aims to analyze the effect of marketing mix on customer loyalty, analyze the effect of loyalty programs on customer loyalty, analyze the effect of intentions to switch on customer loyalty, analyze the effect of customer satisfaction on customer loyalty, analyze the effect of marketing mix on customer loyalty through customer satisfaction and analyze the effect loyalty program to customer loyalty through customer satisfaction PT. Bank Negara Indonesia 46 Merauke. The sample in this study was 76 customers. The analysis technique uses path analysis. The marketing mix has a significant positive effect on customer loyalty. The loyalty program has a significant positive effect on customer loyalty. Intentions to switch has a significant negative effect on customer loyalty. Customer satisfaction has a significant positive effect on customer loyalty. The marketing mix does not have a significant effect on customer loyalty through customer satisfaction. Loyalty programs do not significantly influence customer loyalty through customer satisfaction. Intentions to switch affect customer loyalty through customer satisfaction PT. Bank Negara Indonesia 46 Merauke.
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Taufik, Agus, Sugeng Santoso, Muhamad Irfan Fahmi, Faqih Restuanto, and Steven Yamin. "The Role of Service and Product Quality on Customer Loyalty." Journal of Consumer Sciences 7, no. 1 (February 27, 2022): 68–82. http://dx.doi.org/10.29244/jcs.7.1.68-82.
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Coffee shops are today's businesses with good and competitive prospects in providing customer satisfaction and building customer loyalty. This study aims to analyze the relationship between service quality and product quality on customer satisfaction and loyalty, the relationship between customer satisfaction and customer loyalty, and the relationship between product and service quality and customer loyalty mediated by customer satisfaction. The study was conducted using quantitative methods, sampling a questionnaire to 100 customers of Coffee Shop. The study was conducted in August 2021. Meanwhile, to analyze the relationship between variables, using partial least squares (PLS). Based on the study results, it can be concluded that service quality directly affects customers, especially customer satisfaction. Product quality also affects customer satisfaction and loyalty and vice versa. However, service quality did not directly affect customer loyalty. Meanwhile, mediation through customer satisfaction and product quality indirectly affects customer loyalty.
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Azizah, Luluk Nur. "PENGARUH NILAI PELANGGAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS NASABAH BANK DAERAH LAMONGAN (BDL)." Media Mahardhika 18, no. 2 (January 30, 2020): 146. http://dx.doi.org/10.29062/mahardika.v18i2.143.
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The concept of service quality, customer satisfaction and service loyalty are related to one another. The relationship between customer value and loyalty is also influenced by product characteristics and purchasing patterns. If the purchase is a routine activity, it is likely that the customer will be loyal to the brand / company. This study analyzes the pattern of relationships between variable values of product attribute performance, level of satisfaction (adequate and desired) and customer loyalty of the Bank Daerah Lamongan. Insidential randomized data was collected from 1364 savings customers and analyzed using the Lisrel 8.30 program. The results of the analysis show that: The value of the aribut performance of savings services received by customers has a significant and positive effect on the level of adequate satisfaction and the level of satisfaction desired. Adequate satisfaction and desired satisfaction levels have a significant and negative effect on customer loyalty in the Bank Daerah Lamongan. This is because the expectations that customers want cannot be fulfilled by attribute performance, resulting in customer dissatisfaction with the attributes. Which exists. Variable level of satisfaction is a mediator and moderator variable for the relationship between Value and loyalty. Also found was a significant and positive direct relationship between value and customer loyalty. As a result of the dissatisfaction with the performance attributes of customers' savings services, customer loyalty is reduced. Factors that have the greatest influence (dominant) on the level of adequate and satisfactory satisfaction are variable staff professionalism in carrying out their duties.
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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.
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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.
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Sandada, Maxwell, and Bright Matibiri. "An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern Africa." South East European Journal of Economics and Business 11, no. 1 (April 1, 2016): 41–53. http://dx.doi.org/10.1515/jeb-2016-0006.
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Abstract This study aims to identify the factors that make passengers loyal to an airline in Southern Africa by investigating the impact of service quality and safety perception on customer satisfaction and how satisfaction and frequent flyer programs (FFP) subsequently influence customer loyalty. The key finding was that service quality positively influenced customer satisfaction, and satisfaction was an important antecedent of customer loyalty. The analysis also suggested that safety perception and FFP positively influence customer loyalty, while their relationship with satisfaction was not significant. An analysis of switching behaviour revealed that satisfied customers may still switch to other airlines. The main contribution of this study is the development of a customer loyalty model for the aviation industry in Southern Africa. Knowledge of customer loyalty drivers will assist airline marketing managers in developing strategies for improving passenger load factors and profitability.
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Hoe, Ling Chen, and Shaheen Mansori. "The Effects of Product Quality on Customer Satisfaction and Loyalty: Evidence from Malaysian Engineering Industry." International Journal of Industrial Marketing 3, no. 1 (November 20, 2018): 20. http://dx.doi.org/10.5296/ijim.v3i1.13959.
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Organizations today are operating in an environment in which little is certain, the tempo is quicker and the dynamics are more complex. The customer is central to the organization and assessing customer satisfaction is a vital element in any strategy for business performance improvement. This makes customer satisfaction a driver for survival, competitiveness and growth. The key determinant for a sustainable business is customer loyalty as loyal customers not only increase the value of the business, but they also enable businesses to maintain costs lower than those associated with attracting new customers. By creating and preserving customer loyalty, organizations develop a long term, mutually beneficial relationship with the customers. The purpose of the research is to study the factors that can assist a company to build a sustainable competitive advantage through the effective enhancement of customer satisfaction and ultimately customer loyalty. The proposed conceptual model consists of the different dimensions of product quality as the independent variables with customer satisfaction. Garvin’s eight dimensions of Product Quality in Performance, Features, Reliability, Conformance, Durability, Serviceability, Aesthetics and Perceived quality are dimensions of Product Quality that affect Customer Satisfaction which impacts Loyalty. The results provide insights to understand the dimensions of Product Quality that affect customer satisfaction and higher satisfaction leads to higher customer loyalty in the engineering industry in Malaysia.
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Hidayat, Rachmad, and Sabarudin Akhmad. "Model Terpadu Kepuasan Pelanggan dan Loyalitas: Sebuah Analisis Bisnis Layanan Perbankan." MIMBAR, Jurnal Sosial dan Pembangunan 32, no. 1 (June 25, 2016): 139. http://dx.doi.org/10.29313/mimbar.v32i1.1710.
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The purpose of this study is to determine the relationships of service quality, bank’s image, customer value and product quality with customer satisfaction and customer loyalty. Sample is the state-owned banks’ customers in four major cities in Indonesia. Data is analyzed by using the Structural Equation Modeling (SEM) method. Results lead to an integrated model of customers’ satisfaction and loyalty. In conclusion, customer value and quality of bank products do not significantly and directly affect customer loyalty, but do significantly affect customer loyalty mediated by customer satisfaction. Service quality and bank’s image directly and indirectly affects customers’ satisfaction and loyalty. Service quality and bank’s image have the strongest and most dominant effects on customer loyalty.
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Nainggolan, Bonifasius M. H., Soerjanto, Etty Nurwati, and Neni Triana. "A Customer Value Approach to Increase Customer Satisfaction and Loyalty at Fast-Casual Dining Restaurant: The Mediating Role of Trust." African Journal of Hospitality, Tourism and Leisure, no. 11(1)2022 (February 28, 2022): 86–101. http://dx.doi.org/10.46222/ajhtl.770720.213.
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This study investigates the role of trust mediating the relationship between customer satisfaction and loyalty to expand the customer value-satisfaction-loyalty chain to become a customer value-satisfaction-trust-loyalty chain at fast-casual dining restaurants. This research hypothesis test uses the SEM method with LISREL 8.8. The questionnaire was distributed to customers using a convenience sample technique with a final sample size of 250 respondents. Questionnaires distributed to respondents were adapted from the results of previous studies. The results showed that customer value significantly affected customer satisfaction. Satisfaction significantly affects trust. Satisfaction significantly affects customer loyalty both directly and indirectly, and trust substantially increases customer loyalty. The study also showed that trust has a greater influence on customer loyalty than satisfaction. Thus, trust mediates the relationship between customer satisfaction and loyalty. The indirect effect of customer value on loyalty consists of two lines: customer value – satisfaction – loyalty and customer value – satisfaction – trust – loyalty. This research adds an understanding of the customer value-satisfaction-loyalty relationship chain that can be expanded by adding trust as a mediator of satisfaction and loyalty so that a new chain of customer value-satisfaction-trust-loyalty relationships is formed.
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Astini, Rina. "Mediasi dan Pengaruh Switching Cost terhadap Loyalitas Pelanggan." Winners 9, no. 2 (September 30, 2008): 161. http://dx.doi.org/10.21512/tw.v9i2.724.
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Article presents a measurement of the effects of satisfaction and trust in connection with customer loyalty, and a direct and indirect effects of switching cost on customer loyalty. Data were collected from 42 respondents coming from GSM customers. Data was analyzed by using path analysis methods. The study found that satisfaction did not necessarily affect customers’ loyalty. Relationship of customer satisfaction and trust was greatly influenced by perception of customers towards the cost of switching. Level of satisfaction and respondent loyalty average was 69.7% and the average value of customer loyalty was 78.73%. The research result indicates that trust and switching cost jointly influence customer loyalty. Trust is more important than customer satisfaction in influencing customer loyalty, where the trust contains belief towards a brand, which will produce a positive outcome both in the present and in the future. Customer satisfaction does not contain this dimension. It is concluded that GSM operators shall have to focus on trust rather than satisfaction.
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Shrestha, Purna Man. "Impact of Service Quality on Customer Satisfaction and Loyalty." Management Dynamics 24, no. 2 (December 31, 2021): 71–80. http://dx.doi.org/10.3126/md.v24i2.50041.
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This paper has analyzed the impact of service quality on customer satisfaction and customer loyalty of NTC. For this purpose, this paper has used five dimensions of service quality - tangibles, reliability, assurance, empathy and responsiveness, as proposed by Parasuraman, Berry and Zeithaml (1991). The required data for the study has been collected using a structured questionnaire from the customer of NTC of Surkhet Valley. Using the multiple regression analysis, this paper finds the significant positive impact of all the service quality dimensions on customer satisfaction and loyalty. Furthermore, "Reliability" is the strongest dimension of service quality that impacts customer satisfaction, whereas "Empathy" is the strongest dimension of service quality for impacting customer loyalty. In addition, this paper also finds "Customer Satisfaction" as the important factor for making customers loyal towards the service provided by the organization. Thus, this paper concludes that service quality is the most important factor that makes customers satisfied and loyal. The management of NTC can implement the findings of this study to develop a strategy related to customer service, which creates corporate value and leads to customer satisfaction and loyalty.
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Nazariah, Abdul Rahman Lubis, and Sulaiman. "THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER RELATION ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER VALUE AND CUSTOMER SATISFACTION ON PT. ISKANDARIA TOUR & TRAVEL." International Journal of Business Management and Economic Review 05, no. 05 (2022): 65–75. http://dx.doi.org/10.35409/ijbmer.2022.3432.
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This study aims to examine the effect of service quality (servqual) and customer relation on customer loyalty mediated by customer value and customer satisfaction at PT. Iskandaria Tours & Travel (Iskandaria). The population was all of Iskandaria's customers with the exact number unknown. In the survey, questionnaire distributed there were 42 question items, so the minimum sample was 42 x 5 = 210 samples. The data were tested with SEM-AMOS. The result proves that servqual, customer relation, customer value, customer satisfaction, and loyalty in Iskandaria can be said to be good, servqual affects customer value, customer relation does not affect customer value, servqual affects customer satisfaction, customer relation does not affect customer satisfaction, servqual affects loyalty, customer relation does not affect loyalty, customer value affects loyalty, customer satisfaction affects loyalty, customer value mediates partially servqual to loyalty, customer satisfaction mediates partially servqual to loyalty, customer value mediates fully customer relation to loyalty, and customer satisfaction fully mediates customer relation to loyalty. This finding explains that the increased loyalty model in Iskandaria is a function of increasing servqual, strengthening customer relation, and increasing customer value and customer satisfaction as mediators.
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Dwilianingsih, Nur Aprilia, and Rhian Indradewa. "The Influence of Relationship Marketing and Service Quality with Customer Satisfaction Mediation Variables on Customer Loyalty." Quantitative Economics and Management Studies 3, no. 4 (July 16, 2022): 548–54. http://dx.doi.org/10.35877/454ri.qems963.
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Customer loyalty is so important for a company to retain customers. Customer loyalty is worth to reduce competition between competitors. Customer loyalty can be influenced by relationship marketing, service quality, and customer satisfaction. So this study aims to see the effect of relationship marketing, service quality, customer satisfaction, and customer loyalty. The population of this study focuses on Indonesian Islamic Bank (BSI) customers, using purposive sampling. The sample is Indonesian Sharia Bank (BSI) customers in the Tangerang area as many as 230. This type of research is quantitative, with data collection by distributing questionnaires. The analytical method used is the Structural Equation Model (SEM-PLS) with the SMART PLS software program. This study aims to see the effect of relationship marketing, service quality, customer satisfaction, and customer loyalty. The results of the study conclude that relationship marketing and service quality have a positive effect on customer satisfaction and customer loyalty. Customer satisfaction as a mediating variable has a positive effect on customer loyalty. The implication of this research is the company order to increases customer loyalty by making customers feel satisfied through relationship marketing and the quality of services provided
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Kelvin Hendrata, Putu Ngurah Suyatna Yasa, and Ni Luh Putu Indiani. "The Influence of Marketing Information Systems on Customer Loyalty in the Denpasar Automotive Industry in the Time of Covid-19." Jurnal Ekonomi & Bisnis JAGADITHA 8, no. 1 (March 19, 2021): 81–89. http://dx.doi.org/10.22225/jj.8.1.3129.81-89.
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Corona Virus Disease (Covid-19) in a pandemic situation, various elements are affected, one of which is the automotive sector. Companies are required to increase profits where in the current conditions loyal customers are the basis of their market. arketing information systems are important to increase customer loyalty during a pandemic accompanied by quality service and customer satisfaction. This study aims to determine the correlation between the marketing information system mediated by service quality, customer satisfaction, and customer loyalty in the automotive industry in Denpasar. The sample method uses random sampling with accidental sampling through distributing questionnaires that are measured using a Likert scale. The research sample consisted of 80 respondents, namely customers who had been to an authorized car dealer in the city of Denpasar. The results showed that the marketing information system had a positive and insignificant effect on customer loyalty. Marketing information systems have a significant positive effect on service quality and customer satisfaction. Service quality has a significant positive effect on customer loyalty, besides that customer satisfaction has a positive and insignificant effect on loyalty. Service quality and customer satisfaction are perfect mediations of the relationship between marketing information systems and customer loyalty, so this shows that marketing information systems are needed to maintain customer loyalty which is assisted by service quality and customer satisfaction so that companies can survive the Covid-19 era, especially in the industry automotive.
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Saraswati, Ety. "Market Orientation, Service Quality on Customer Satisfaction and Loyalty: Study on Sharia Banking in Indonesia." Golden Ratio of Marketing and Applied Psychology of Business 2, no. 1 (January 28, 2021): 26–41. http://dx.doi.org/10.52970/grmapb.v2i1.157.
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This study aims to analyze: 1) the effect of market orientation on customer satisfaction. 2) the effect of service quality on customer satisfaction. 3) the effect of market orientation on customer loyalty. 4) the influence of service quality on customer loyalty. 5) the influence of customer satisfaction on customer loyalty. 6) effect of market orientation on customer loyalty through customer satisfaction. 7) service quality towards customer loyalty through customer satisfaction. The sample of this study are 170 respondent; data collection use online-survey. The analysis technique used is Structural Equation Modeling with AMOS. the results of this study show that: 1) market orientation has a positive and significant effect on customer satisfaction. 2) service quality has a positive significant effect on customer satisfaction. 3) market orientation has an insignificant effect on customer loyalty. 4) service quality has a positive-significant effect on customer loyalty. 5) customer satisfaction has a positive-significant effect on customer loyalty. 6) market orientation has a positive and significant effect on customer loyalty through customer satisfaction. 7) service quality affects loyalty through customer satisfaction. improve market orientation so that customer loyalty is acknowledged through customer satisfaction. Further, improve market orientation through customer satisfaction to provide increased fidelity to customers.
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Yudi, Wahyudi, Nurmiati Nurmiati, Miftha Farild, and Fauziah Bakhtiar. "Fungsi Mediasi Kepercayaan pada Pengaruh Kepuasan terhadap Loyalitas Pelanggan." Jurnal Manajemen dan Kewirausahaan 9, no. 1 (June 29, 2021): 102. http://dx.doi.org/10.26905/jmdk.v9i1.5751.
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The purpose of this study is to verify the mediating role of trust on the linkage of customer satisfaction toward customer loyalty. The data for this study were collected through a survey of 216 bank customers in Makassar, and the responses were analyzed to assess the linkage of customer satisfaction toward customer loyalty with trust as mediating variable. The research findings indicate that in the banking industry, customer satisfaction and trust positively effect on customer loyalty. In addition, trust has not mediation effect between customer satisfaction and loyalty. This means that to increase customer loyalty, the banking industry must provide good service to customers, and pay strong attention to customer satisfaction and trust as well. Finally, this study makes an important contribution to the existing literature by conducting empirical research on the linkage among customer satisfaction, trust and customer loyalty.
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Angga Sugiarsa, I. Putu Gede. "PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABLE MEDIASI." Journal of Applied Management Studies 1, no. 1 (January 21, 2020): 1–13. http://dx.doi.org/10.51713/jamms.v1i1.1.
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This study discusses the role of service quality in increasing customer satisfaction and loyalty of The Breezes Bali. Responded in this study as many as 91 respondents by staying at The Breezes Bali hotel more than doubled, a minimum visit of 17 years. Determination of the sample using purposive sampling method. This study uses Partial Least Square (PLS) analysis with the SmartPLS program. The results of the study show that: 1) Quality of service is positive and significant to customer satisfaction 2) Quality of service is positive but not significant to customer loyalty 3) Positive and significant satisfaction of customer loyalty 4 ) Consumer satisfaction (customer satisfaction) Being able to be a mediating variable shown by the results of customer loyalty analysis can increase customer satisfaction and customer satisfaction can affect loyalty. The results of this study have implications for management policies by serving guests or customers well. Increased customer satisfaction is more emphasis on improving the company's image by praising the Good Hotel Breezes Bali. Continuing customer loyalty can be done by increasing word of mouth communication to customers. With word of mouth communication, customers will provide positive information about the Bali Wind Hotel to others.Keywords: service quality, satisfaction, customer loyalty.