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Iman, Aljenadryn Adzani, Sri Vandayuli Riorini, Derby Sionaga e Arnold Pakpahan. "Pengaruh Multidimensi Customer Equity Terhadap Behavioral Loyalty Pada Pelanggan Aplikasi Mobile Food Delivery". Jurnal Ekonomi Bisnis, Manajemen dan Akuntansi (JEBMA) 3, n.º 3 (3 de outubro de 2023): 540–52. http://dx.doi.org/10.47709/jebma.v3i3.2803.
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Penelitian bertujuan untuk menguji pengaruh multidimensional customer equity terhadap behavioral loyalty yang dimediasi oleh attitudinal loyalty pada pelanggan aplikasi mobile food delivery. Dengan penyebaran kuesioner kepada 180 responden, pengambilan sampel menggunakan non-probability sampling dan purposive sampling. Analisis data menggunakan teknik structural equation model (SEM), SPSS serta software AMOS22. Hasil menampilkan variabel value equity tidak terdapat pengaruh signifikan terhadap attitudinal loyalty. Variabel brand equity, relationship equity berpengaruh positif dan signifikan terhadap attitudinal loyaty. Kemudian attitudinal loyalty berpengaruh positif terhadap behavioral loyaty. Variabel value equity tidak terdapat pengaruh signifikan terhadap behavioral loyalty yang dimediasi oleh attitudinal loyalty dan brand equity, relationship equity berpengaruh positif terhadap behavioral loyaty yang dimediasi oleh attitudinal loyalty. Penelitian selanjutnya dapat memperluas penelitian di industri lain serta dapat menambahkan variabel baru.
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Mujiburrahman, Mujiburrahman. "Peran Customer Satisfaction Sebagai Variabel Pemediasi Antara Perceived Value dengan Affective Loyalty dan Behavioral Loyalty". EKOBIS SYARIAH 1, n.º 1 (24 de junho de 2021): 29. http://dx.doi.org/10.22373/ekobis.v1i1.9991.
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Penelitian ini bertujuan untuk menganalisis pengaruh perceived value terhadap affective loyalty dan behavioral loyalty melalui customer satisfaction sebagai variabel pemediasi pada pengguna credit card co-branding Bank Aceh Syariah. Sampel penelitian sebanyak 159 orang karyawan bank tersebut yang diambil secara purposive sampling. Pengumpulan data menggunakan kuesioner dan selanjutnya data dianalisis dengan menggunakan peralatan statistik analisis jalur. Penelitian menemukan bahwa perceived value berpengaruh positif dan signifikan terhadap affective loyality dan behavioral loyality pengguna kartu kredit co-branding Bank Aceh. Perceived value berpengaruh positif dan signifikan terhadap customer satisfaction pengguna kartu kredit co-branding Bank Aceh. Customer satisfaction berpengaruh positif dan signifikan terhadap affective loyalty dan behavioral loyality pengguna kartu kredit co-branding Bank Aceh. Efek mediasi customer satisfaction dalam memediasi pengaruh Perceived Value Terhadap Affective Loyalty dan Behavioral Loyalty adalah mediasi parsial.
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Safrika, Safrika. "PENGARUH KUALITAS INFORMASI DAN KEMUDAHAN TRANSAKSI TERHADAP KEPUASAN KONSUMEN SERTA DAMPAKNYA PADA LOYALITAS KONSUMEN DALAM BERBELANJA FASHION ONLINE DI BANDA ACEH". Jurnal Sains Riset 8, n.º 2 (18 de março de 2019): 20–27. http://dx.doi.org/10.47647/jsr.v8i2.37.
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This research aims to effects the influence of the quality of information and ease of discounted rates on consumer satisfaction and its impact on customer loyalty in shopping online fashion products in Banda Aceh. Research samples as much as 120 people of Banda Aceh which is consumers who never shop online. The collection of data using questionnaires and then analyzed with data using statistics structural equition equipment models (SEM) with this method of Partial Square (PLS). Studies have found that the quality of information and ease of discounted rates affect customer satisfaction and loyalty in shopping fashion online in Banda Aceh. Consumer satisfaction affect customer loyalty. Quality of information and ease of discounted rates affect customer loyalty in shopping fashion online in Banda Aceh through consumer satisfaction. The influence of the direct effect) both variables to customer loyalty was considered significant. Then the influence of the direct effect of consumer satisfaction toward consumer loyality is also significant. Thus it can be concluded that consumer satisfaction can serve as an intermediary variable (intervening variables) between consumer satisfaction in one side with the quality of information and ease of discounted rates on the other side
Key Words : Loyalits Consumers, consumer satisfaction, quality of information and ease of transaction.
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Quoquab, Farzana, Norjaya Mohd. Yasin e Rozhan Abu Dardak. "A qualitative inquiry of multi-brand loyalty". Asia Pacific Journal of Marketing and Logistics 26, n.º 2 (8 de abril de 2014): 250–71. http://dx.doi.org/10.1108/apjml-02-2013-0023.
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Purpose – It is evident that most consumers are polygamous and are loyal to several brands within a particular product or service category. This circumstance is coined as “multi-brand loyalty” (MBL). The present research tries to shade light on consumers' motivation to become a multi-brand loyal by answering the research question: “why consumers become multi-brand loyal within a particular service category?” The paper aims to discuss these issues. Design/methodology/approach – Four focus group discussions and 13 in-depth interviews were carried out to gain deeper insights regarding the drivers of MBL. Findings – The findings of this study suggest that “financial benefits”, “need for privacy”, “competitor's attractive promotional campaign”, “public self-consciousness” and “availability of cheap handset and SIM card” are the most frequently cited reasons that can make mobile phone service users multi-brand loyal. In addition, the study reveals heterogeneity among consumers, i.e. along with “multi-brand loyals”, “sole-brand loyals”, “switchers” and “cross-buyers” also exist in the Malaysian mobile phone service market. Practical implications – These insights put forth the importance for managers of mobile phone service industry to be more cautious in formulating their retention strategies. Moreover, they will be aware of the complicated loyalty pattern of their consumers which will eventually guide them to consider different strategic moves for each different loyalty segments. Originality/value – Although the existence of MBL has been proven empirically, little attention is given to understand consumers' motive to become a multi-brand loyal, particularly in the context of services. Therefore, taking this opportunity into account, the present study fills this gap by providing an in-depth understanding of the phenomenon.
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Hamilton, William, Justine Zhang, Cristian Danescu-Niculescu-Mizil, Dan Jurafsky e Jure Leskovec. "Loyalty in Online Communities". Proceedings of the International AAAI Conference on Web and Social Media 11, n.º 1 (3 de maio de 2017): 540–43. http://dx.doi.org/10.1609/icwsm.v11i1.14972.
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Loyalty is an essential component of multi-community engagement. When users have the choice to engage with a variety of different communities, they often become loyal to just one, focusing on that community at the expense of others. However, it is unclear how loyalty is manifested in user behavior, or whether loyalty is encouraged by certain community characteristics. In this paper we operationalize loyalty as a user-community relation: users loyal to a community consistently prefer it over all others; loyal communities retain their loyal users over time. By exploring this relation using a large dataset of discussion communities from Reddit, we reveal that loyalty is manifested in remarkably consistent behaviors across a wide spectrum of communities. Loyal users employ language that signals collective identity and engage with more esoteric, less popular content, indicating they may play a curational role in surfacing new material. Loyal communities have denser user-user interaction networks and lower rates of triadic closure, suggesting that community-level loyalty is associated with more cohesive interactions and less fragmentation into subgroups. We exploit these general patterns to predict future rates of loyalty. Our results show that a user's propensity to become loyal is apparent from their first interactions with a community, suggesting that some users are intrinsically loyal from the very beginning.
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Darsono, Licen Indahwati. "LOYALTY & DISLOYALTY: SEBUAH PANDANGAN KOMPREHENSIF DALAM ANALISA LOYALITAS PELANGGAN". KINERJA 8, n.º 2 (25 de janeiro de 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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Hazlett, Allan. "Intellectual Loyalty". International Journal for the Study of Skepticism 6, n.º 2-3 (23 de maio de 2016): 326–50. http://dx.doi.org/10.1163/22105700-00603014.
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This paper sympathetically considers the idea that intellectual loyalty is a virtue. Intellectual loyalty is characterized as a species of loyalty, and some potential problems for the idea that intellectual loyalty is a virtue are considered: I argue that it is possible to be intellectually loyal and that intellectual loyalty is not a species of unappealing dogmatism. In defense of this, I draw connections between intellectual loyalty and Frankfurt’s idea of the unthinkable, Price’s idea of refusing to believe, and Wittgenstein’s idea of hinges.
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Parmar, Preetika, e ,. Radha. "Loyalty status of consumers to cigarettes brands and influencing factors in Bangalore City: A descriptive study". Journal of Drug Delivery and Therapeutics 9, n.º 6-s (15 de dezembro de 2019): 143–47. http://dx.doi.org/10.22270/jddt.v9i6-s.3779.
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Background :- Brand loyalty has been studied in many industries and countless product categories. Despite the fact, very few research here been conducted on the tobacco product category in India. The aim of this study was to determine the loyalty status of consumers to cigarettes brands and factors that influence the loyalty status groups.
Design and methods:- A descriptive study was conducted during the period of March 2017- April 2017 among the smokers visiting VS Dental College & Hospital , Bangalore Karnataka. A total of 340 smokers participated in the study. Data was collected using a self administered questionnaire. Descriptive statistics with frequency and percentage was used to describe the data.
Results :- It was observed that, four main loyalty levels exist i.e. hardcore, softcore, shifters and switchers and have different demographic characteristics and reasons for their loyalty status. The hardcore loyal gave their main reasons as high satisfaction derived quickly, affordable price and strong smell. The softcore reasons were; strength of the kick, similar menthol and same price.
Conclusion:- The study concluded that the loyalty status groups of smokers exist i.e. hardcore loyal, softcore loyal, shifters loyal and switchers. The reason behind the loyalty status groups is due to the nature of cigarettes and unique characteristics among the group of smokers.
Keywords: cigarettes, brand loyalty , brand switching , consumers , loyalty status.
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Handayani Tammubua, Milcha. "BENARKAH ATMOSPHERIC CUES BERDAMPAK PADA HUBUNGAN KUALITAS LAYANANAN PADA LOYALTY INTENTION? STUDI KASUS PERHOTELAN PADA DAERAH TUJUAN WISATA DI PAPUA". Jurnal Organisasi dan Manajemen 11, n.º 1 (10 de março de 2015): 89–98. http://dx.doi.org/10.33830/jom.v11i1.75.2015.
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Entering the ASEAN Economic Community in 2015 sparked a number of tourism industry especially in the hospitality sector to improve its performance with the expectations of consumers intend to be loyal. Therefore need to be attentive hospitality managers to examine the variables that affect the intention to be loyal. Several previous studies have explained that the quality of service and customer value is not the only variable that affects loyalty intention, but some research suggests that atmospheric cues influence on loyalty intention. Some research explains that atmospheric cues did not moderate the relationship of service quality on loyalty intention. This study aimed to examine the effect of service quality and customer value on loyalty intention and to test the moderating variable atmospheric cues. The research results that atmospheric cues significant positive effect on loyalty intention. Atmospheric cues also moderate and weaken the impact of service quality relationships and loyalty intention. After the subgroup analysis. The results also explain that the significant positive effect on customer loyalty intention.
Memasuki ASEAN Economic Community 2015 memicu sejumlah industri khususnya pariwisata pada sektor perhotelan untuk meningkatkan performanya dengan harapan konsumen menjadi loyal. Oleh sebab itu perlu menjadi perhatian manajer perhotelan untuk mengkaji variabel yang berpengaruh pada niat menjadi loyal. Beberapa penelitian terdahulu memaparkan bahwa kualitas layanan dan nilai pelanggan bukan satu-satunya variabel yang memengaruhi loyalty intention, namun beberapa penelitian mengemukakan bahwa atmospheric cues berpengaruh pada loyalty intention. Beberapa hasil penelitian menjelaskan bahwa atmospheric cues tidak memoderasi hubungan kualitas layanan pada loyalty intention. Penelitian ini bertujuan untuk menguji pengaruh kualitas layanan dan nilai pelanggan pada loyalty intention serta menguji variabel pemoderasi atmospheric cues. Hasil penelitian menunjukkan bahwa atmospheric cues berpengaruh positif signifikan pada loyalty intention. Atmospheric cues juga memoderasi dan berdampak memperlemah hubungan kualitas layanan dan loyalty intention. Setelah dilakukan subgroup analysis. Hasil penelitian juga menjelaskan bahwa nilai pelanggan berpengaruh positif signifikan pada loyalty intention.
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Ramachandran, Sunder, e Sreejith Balasubramanian. "Examining the Moderating Role of Brand Loyalty among Consumers of Technology Products". Sustainability 12, n.º 23 (28 de novembro de 2020): 9967. http://dx.doi.org/10.3390/su12239967.
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The long-term survival of a company depends on its economic sustainability. It costs several times more to acquire new customers than retain current ones, and loyal customers spend more than new ones. Unfortunately, consumers are increasingly becoming less loyal to brands/products than before. Unearthing the underlying reasons for this diminishing consumer loyalty is critical. This forms the motivation of this study, which aims to examine the moderating role of loyalty among consumers of technology products. Specifically, the study explores the heterogeneity in the factors (antecedents) influencing brand-loyal attitudes and behavior among consumers of different loyalty levels. A total of 355 survey responses were obtained from an administrated survey across three loyalty groups (high loyalty—155; medium loyalty—99; low loyalty—90) in the United Arab Emirates. Structural equation modeling and multi-group moderation tests were used to test the hypothesized differences in the relationships between antecedents (trust, self-image, quality, and perceived ease of use) and customer attitude, and between customer attitude and repurchase intentions among the different loyalty groups. The results show that the different levels of loyalty have a moderating impact on the relationships. The findings are useful for marketers to better understand and manage customer attitudes, and subsequent purchase/repurchase intention depending on the levels of loyalty they may be in, as well as maneuver their customers through the different levels of loyalty to achieve business sustainability.
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Du Toit, Michael Noel, e Michael Colin Cant. "Loyalty Programme Roulette: The Loyal, The Committed, And The Polygamous". International Business & Economics Research Journal (IBER) 11, n.º 12 (6 de dezembro de 2012): 1421. http://dx.doi.org/10.19030/iber.v11i12.7431.
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Loyalty programmes have two main aims, firstly to gather consumer data and secondly to create or maintain loyal behaviour amongst their customers. The aim of this study was to investigate the results of a loyalty programme and evaluate its effectiveness in encouraging loyal behaviour amongst members. In order to achieve this objective, a comparison was made between the loyal behaviour of members and non-members of a loyalty programme at a single clothing retailer by means of a structured questionnaire. Respondents were questioned about their perceived commitment to the retailer, their current purchase behaviour and their anticipated future behaviour with regards to long-term loyalty towards the retailer. In keeping with traditional loyalty theory, respondents were also asked to report on their willingness to recommend the retailer to their peers. The study showed that there is very little empirical evidence to support increased loyal behaviour as a direct result of loyalty programme membership. Evidence was presented however, that strongly supports a link between customers commitment to the retailer and their loyal behaviour regardless of their membership status.
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Ayuningtias, Kartika Sekar, e Trisha Gilang Saraswati. "Retail Service Quality and Customer Loyalty". Journal of Secretary and Business Administration 3, n.º 1 (12 de fevereiro de 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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Hendrawan, Dimas, e Rila Anggraeni. "IS THE LOYALTY PROGRAM EFFECTIVE IN CREATING LOYALTY PROGRAM SATISFACTION AND STORE LOYALTY? AN EVIDENCE FROM INDONESIA RETAIL INDUSTRY". Jurnal Aplikasi Manajemen 18, n.º 4 (1 de dezembro de 2020): 645–55. http://dx.doi.org/10.21776/ub.jam.2020.018.04.04.
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Retailers must find specific ways to be able to continue to maintain their business with changes in consumer behavior. Some retailers use a loyalty program as their marketing strategy that provides certain additional benefits for frequent consumers. The objective of this work is to verify the effect of the loyalty program and loyalty program satisfaction on store loyalty. The data was collected through questionnaires from 150 respondents. The results reflected that loyalty programs significantly influence loyalty program satisfaction. Loyalty program satisfaction significantly influences store loyalty. The loyalty program is not directly related to storing loyalty. Loyalty program satisfaction mediates the effect of a loyalty program on store loyalty. The study highlights the importance of loyalty program satisfaction in the connection of loyalty program and store loyalty. To gain a loyal consumer, the retailer should improve the exclusivity and the attractiveness of the program. A useful and valuable reward will improve customer retention.
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Olsthoorn, Peter. "Dual loyalty in military medical ethics: a moral dilemma or a test of integrity?" Journal of the Royal Army Medical Corps 165, n.º 4 (19 de dezembro de 2018): 282–83. http://dx.doi.org/10.1136/jramc-2018-001131.
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When militaries mention loyalty as a value they mean loyalty to colleagues and the organisation. Loyalty to principle, the type of loyalty that has a wider scope, plays hardly a role in the ethics of most armed forces. Where military codes, oaths and values are about the organisation and colleagues, medical ethics is about providing patient care impartially. Being subject to two diverging professional ethics can leave military medical personnel torn between the wish to act loyally towards colleagues, and the demands of a more outward looking ethic. This tension constitutes a test of integrity, not a moral dilemma.
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Feeney, Roberto, Pedro Harmath, Josefa Ramoni-Perazzi e Pablo Mac Clay. "Relationship between brand and dealer loyalty in the agricultural equipment market". International Food and Agribusiness Management Review 25, n.º 2 (28 de fevereiro de 2022): 347–60. http://dx.doi.org/10.22434/ifamr2021.0088.
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Agricultural equipment companies intend to understand agriculture producers’ buying behavior by answering questions such as how loyal producers are to brands and dealers, which have an important impact on their profitability. This paper addresses the problem of how loyal agricultural producers are to equipment brands and dealers. Using a combination of cluster analysis and probit models, we identified producers’ behavioral and attitudinal loyalty to brands and dealers and analyzed the factors that explain such loyalty. We also found a strong interdependence between brand and dealer loyalty and the significant value that dealer loyalty adds to the brands. Additionally, we present some management implications of developing brand recognition, understanding producers purchasing behavior, and segmenting producers. This paper’s contributions are the establishment and measurement of an ‘empirical’ definition of brand and dealer loyalty, the identification and quantification of the impact of the explanatory factors of brand and dealer loyalty, and the determination of a dual loyalty relationship between brand and dealer loyalty.
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Varela Mallou, Jesús, Antonio Rial Boubeta, Teresa Braña Tobío e Carmen Voces López. "Application of Latent Class Analysis to the Investigation of Customer Loyalty in Service Companies". Methodology 4, n.º 3 (janeiro de 2008): 87–96. http://dx.doi.org/10.1027/1614-2241.4.3.87.
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Loyalty as a strategic goal presents important returns for the organization. The existence of a base of loyal customers shields the company against actions from competitors, thus, ensuring medium- and long-term survival. Unfortunately, detection of truly loyal customers is not an easy task. Current research has clearly shown that the so-called direct or behavioral measurements ( Berné, 1997 ; Jacoby & Chesnut, 1978 ) are not sufficient for this purpose, given that they can lead to identifying as loyalty patterns of repetitive purchasing that do not imply a real commitment to the service providers. It has also been shown that indirect measurements ( Berné, 1997 ) can lead to interpreting as loyalty attitudes and intentions that never materialize in a real purchasing pattern. In our view, both approaches should be combined to reach the goal of detecting and describing different segments of consumers according to their loyalty to the service provided. The most important finding of this research focuses on the identification of different levels of loyalty, based on the attitudinal and behavioral measurements employed. Six different segments of consumers with varying characteristics emerged (true loyalty, latent loyalty, superficial loyalty, repetitive purchasing, forced loyalty and absence of loyalty).
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Jannah, Nur. "PENGARUH CITRA MEREK, FASILITAS, DAN KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PASIEN RAWAT JALAN UNTUK MEMANFAATKAN PELAYANAN KESEHATAN DI RUMAH SAKIT SEMEN GRESIK". MANAJERIAL 2, n.º 1 (28 de dezembro de 2017): 62. http://dx.doi.org/10.30587/jurnalmanajerial.v2i1.177.
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This research has a goal to analyze the influence parcially and concurrently between brand image, facility, and service's quality for satisfaction and loyalty; and the influence of brand image, facility and service's quality to layalty by satisfaction. The sample of this research was used 100 respondents who are outpatients that exploit the health's service of Semen Gresik Hospital (havi ng minimal two times visit and 17years old). The methode of this analysis is Path Analysis. The result showed that brand image is not influential parcially for satisfaction; facility is not influential parcially for patient's satisfaction; service's quality is not influential parcially for satisfaction; brand image, facility and service's quality are influenced concurrently for satisfaction; brand image is not influential parcially for loyalty; facility is not influential parcially for loyalty; service's quality is influenced parcially for loyalty; satisfaction is influenced parcially for loyalty; brand image, facility, service quality and satisfaction are influenced concurrently for loyalti; brand image is influenced for loyalty by satisfaction, facility is influenced for loyalty by satisfaction and service quality is influenced for loyalty by satisfaction.
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Zuhri, Ach, e Sabarudin Akhmad. "Effect of E-Commerce Innovation, E-Service Quality, and Product Diversity on Customer Loyalty Through Marketplace Image in Indonesia". SHS Web of Conferences 149 (2022): 01016. http://dx.doi.org/10.1051/shsconf/202214901016.
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The purpose of this study is to determine the direct effect of e-commerce innovation, e-service quality, and product diversity on customer loyalty, as well as the indirect influence through the image of the marketplace in Madura Island. The analytical technique used in this research is the Structural Equation Model analysis with SamrtPls. The results in this study found that 1) the E-Commerce Innovation variable have a direct influence on the Marketplace Image. 2) the E-CommerceiInnovation variableihasia direct effection Customer Loyality. 3) the E-ServiceeQualityyvariable has a direct effect on the Marketplace Image. 4) the E-ServiceiQualityyvariable has a direct effect oniCustomer Loyality. 5) the Product Diversity variable has a direct effect on the Marketplace Image. 6) Product Diversity variable has a direct effect on Customer Loyalty. 7) the Marketplace Image variable has a direct effect on Customer Loyalty. 8) the E-Commerce Innovationi variable has an indirect effect on Customer Loyality through Marketplace Image. 9) the E-Service Quality variable has an indirect effect on Customer Loyalty through the Marketplace Image. 10) Product Diversity variable has an indirect effect on Marketplace Image through CustomeriLoyalty.
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Qalbi, Sania Imalia, Arianis Chan, Cecep Safa'atul Barkah e 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, n.º 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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Сыманюк, E. Symanyuk, Синякова e M. Sinyakova. "Personnel Loyalty and Ways of Its Development in Organization". Management of the Personnel and Intellectual Resources in Russia 3, n.º 5 (10 de outubro de 2014): 67–69. http://dx.doi.org/10.12737/5799.
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The article discusses the relevance of the formation of staff loyalty in current conditions, and substantiates the personnel loyalty phenomenon. It also considers
tripartite model of loyalty, which includes aff ective loyalty, loyalty due to length of service, normative loyalty. The article defi nes qualities of a loyal employee
to ensure the eff ective functioning of the personnel management system. The paper alsoevidences factors contributing to staff loyalty to the organization:
the social protection of workers, management transparency, humanity (no undue rigidity to workers by management) and corporate culture. Particular attention
is paid to the disclosure of loyalty levels: loyalty of the trappings level, loyalty of the actions and behavior level, loyalty of the ability level, loyalty of the
belief level, loyalty of the identity level. The author discusses ways of developing loyalty (diagnosis of staff loyalty level, group discussions, role-playing) and
the impact of loyalty on labor productivity, the level of confl ict in the organization, communications and the organization as a whole.
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Wijayani, Tri, e 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, n.º 2 (30 de setembro de 2020): 195–207. http://dx.doi.org/10.37932/j.e.v10i2.127.
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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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Hart, David W., e Jeffery A. Thompson. "Untangling Employee Loyalty: A Psychological Contract Perspective". Business Ethics Quarterly 17, n.º 2 (abril de 2007): 297–323. http://dx.doi.org/10.5840/beq200717233.
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ABSTRACT:Although business ethicists have theorized frequently about the virtues and vices of employee loyalty, the concept of loyalty remains loosely defined. In this article, we argue that viewing loyalty as a cognitive phenomenon—an attitude that resides in the mind of the individual—helps to clarify definitional inconsistencies, provides a finer-grained analysis of the concept, and sheds additional light on the ethical implications of loyalty in organizations. Specifically, we adopt the psychological contract perspective to analyze loyalty's cognitive dimensions, and treat loyalty as an individual-level construction of perceived reciprocal obligations. Based upon this perspective, we present a three-tiered framework of loyalty that provides a psychologically informed definition of the concept, specifies the variety of obligation types that loyalty can imply, and anticipates the potential for asymmetrical loyalty configurations between employers and employees. We use the framework to articulate moral issues associated with both symmetrical and asymmetrical loyalty configurations and discuss the implications of the framework for theory and practice.
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Imam, Toyyibul. "PENGARUH RELATIONSHIP MARKETING TERHADAP LOYALITAS NASABAH". MANAJERIAL 2, n.º 1 (28 de dezembro de 2017): 55. http://dx.doi.org/10.30587/jurnalmanajerial.v2i1.176.
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The research is aimed : 1) to determine the relationship marketing variables that consists of trust, commitment, communication, bonding and satisfaction partial effect on customer loyalty. 2) to determine the relationship marketing variables that consists of trust, commitment, communication, relationship and simultaneously influencing satisfaction on customer loyalty. In this study has six hypotheses to be tested using multiple linear regression. Sampel used in this study were drawn from the Bank BCA Syariah customers consisting of 80 respondents. This research using quantitative methods and sampling techniques incidental. The results of the data processing SPSS version 15. The result of t-test research shows that t < t tabel is -0,441 < 1,993 then the trust is not a positive effect on customer loyality, t count > t tabel is 3,821 > 1,993, this shows that the commitmen has a positive effect on customer loyality, t count > t tabel is 3,468 > 1,993, this show that the communicationt has a positive effect on customer loyality. t count > t table is 2.669> 1.993, then the bond has a positive effect on customer loyalty , t count> t table is 2.691> 1.993, the satisfaction has a positive effect on customer loyalty . The results of the study showed that the test F 25.155 F count> F table 2.33 and the significance of the F values were less than 0.05 (0.000 <0.05) the trust, commitment, communication, bonding and satisfaction simultaneously influence on customer loyalty.
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Dikcius, Vytautas, Karina Adomaviciute - Sakalauske, Neringa Vilkaite - Vaitone e Sigita Kirse. "Attitudinal Loyalty Towards Online Stores Between Loyal and Disloyal Clients: Differences Across Four Countries". Organizations and Markets in Emerging Economies 15, n.º 1(30) (30 de maio de 2024): 74–89. http://dx.doi.org/10.15388/omee.2024.15.4.
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The concept of loyalty has remained a central theme in business for over 50 years. This concept has gained additional attention with the growth of online retailing due to rapidly changing retail environments. Numerous studies have focused on the a ntecedents of online store loyalty; however, unlike previous works, the present study explores a conceptual perception of loyalty. This study provides insights into behavioral and attitudinal perspectives and concentrates on the importance of the affective dimension of attitudinal loyalty. Additionally, this study analyzes differences in attitudinal loyalty toward online stores between loyal and disloyal respondents. The study was based on a survey performed in four countries—the USA, China, Spain, and Lithuania. The results highlight the importance of the affective aspect of loyalty and differences in its evaluation among the surveyed countries. The findings reveal significant and stable differences in perception of the three dimensions of attitudinal loyalty between loyal and disloyal respondents; however, in contrast to expectations, the disloyal respondents exhibited very high levels of attitudinal loyalty. These findings contribute to better measurement and interpretation of loyalty for both scientific studies and business practitioners.
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Liu, Yong, Shengli Deng, Feng Hu e Xiaoyu Chen. "The impacts of unique service resources and habit on e-service loyalty in a highly competitive market". Journal of Systems and Information Technology 17, n.º 4 (9 de novembro de 2015): 336–50. http://dx.doi.org/10.1108/jsit-06-2015-0050.
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Purpose – The purpose of this study is to seek to quantify how unique service resources and consumer habit affect e-service loyalty (e-loyalty) in a highly competitive market. This study is grounded on Chinese social networking service (SNS) industry. A resource-based view is introduced as an alternative perspective to understand building consumer loyalty in e-service contexts. Design/methodology/approach – A research framework is developed by reviewing prior literature. An online survey is conducted to collect research data. Based on 221 valid responses, the research model is tested by using partial least squares path modeling technique. Findings – The features of market environments affects the loyalty of consumers to e-service providers. Consumers become mercenary in highly competitive and low differentiation e-service markets like Chinese SNS industry. The interaction of satisfaction and switching cost affects loyalty. Satisfied consumers can be either loyal or not loyal to a service provider depending on their level of switching cost, but unsatisfied consumers will have no loyalty. In addition, users are loyal to a SNS partly because it is their habit to use the service. Our study suggests that relying on consumer satisfaction to build e-loyalty may be problematic and risky. Originality/value – The study represents an attempt to introduce the resource-based view to e-loyalty research. The research highlights the importance of habit in building consumers’ e-service satisfaction and loyalty and contributes to new insights on the importance of industry environment in determining e-service satisfaction–loyalty relationship based on studying consumers in a highly competitive market.
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Darsono, Licen Indahwati. "Hubungan Perceived Service Quality Dan Loyalitas: Peran Trust Dan Satisfaction Sebagai Mediator". BIP's JURNAL BISNIS PERSPEKTIF 2, n.º 1 (29 de janeiro de 2010): 43–57. http://dx.doi.org/10.37477/bip.v2i1.278.
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Customer loyalty is the most valuable asset for the company. Several previous studies find that customer loyalty has a positive effect on company's profitability. But, in today marketplace, managing customer loyalty is a daunting task. Marketer must clearly understand the loyalty concept, so they can find out loyalty's antecedent and manage loyalty from that antecedent. The purpose of this research is to investigate perceived service quality, trust, and satisfaction contribution to the loyalty creation. The object of this research is higher education institution, and the subjects are undergraduate students at Widya Mandala Catholic University. Reliability and validity check find that research instrument has achieved reliability, convergent validity, and discriminant validity criteria. The results support all hypotheses with the exception for perceived service quality-loyalty relationship. Perceived service quality does not have significant direct effect on loyalty. Therefore, perceived service quality does not have direct contribution for loyalty building, the contribution is indirect through satisfaction and trust. The results also find a strong support about satisfaction and trust role as a mediator of perceived service quality-loyalty relationships.
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Nursiana, Adinoto. "Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Dengan Intermediasi Kepuasan Nasabah Dan Nilai Yang Dirasakan Nasabah". ULTIMA Management 3, n.º 1 (1 de junho de 2011): 1–15. http://dx.doi.org/10.31937/manajemen.v3i1.172.
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The bank’s customer service quality is one of the primary factor that can effect customer’s loyality. This research examined the effect of service quality on customer loyalty with the intermediation customer satisfaction and intermediation customer perceived value. As analycal tool in this research is using soware LISREL 8.80.Result from this research. first, service quality has a positif and significant impact on customer satisfaction. Second, service quality has a positif and significant impact on customer perceived value. Third, customer satsfaction has a positif and significant impact on customer loyalty. Fourth, customer perceived value has a negatif and does not have significant impact on customer loyalty. So as to enhance customer loyalty, banks need to provide the best quality service that will improve customer stisfaction.
Keyword : Service quality, customer satisfaction, customer perceived value, customer loyalty.
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Galoob*, Stephen R., e Ethan J. Leib*. "Motives and Fiduciary Loyalty". American Journal of Jurisprudence 65, n.º 1 (8 de maio de 2020): 41–63. http://dx.doi.org/10.1093/ajj/auaa002.
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Abstract: How, if at all, do motives matter to loyalty? We have argued that loyalty (and the duty of loyalty in fiduciary law) has a cognitive dimension. This kind of “cognitivist” account invites the counterargument that, because most commercial fiduciary relationships involve financial considerations, purity of motive cannot be central to loyalty in the fiduciary context. We contend that this counterargument depends on a flawed understanding of the significance of motive to loyalty. We defend a view of the importance of motivation to loyalty that we call the compatibility account. On this view, A acts loyally toward B only if A’s motives are compatible with A’s robustly assigning non-derivative significance to the interests of B. We show that the compatibility account describes the motivational structure of fiduciary loyalty and of loyalty as such. This account provides a realistic picture of motivation and helps respond to two broader criticisms of cognitivism: first, that attributing significance to motivation is paradoxical; second, that attributing significance to motive would make fiduciary law impossible to administer. We also show that the compatibility account can help explain features of ineffective assistance of counsel jurisprudence under the Sixth Amendment to the U.S. Constitution, which draws on the lawyer’s duty of loyalty toward the client.
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Tessman, Lisa. "Dangerous Loyalties and Liberatory Politics". Hypatia 13, n.º 4 (1998): 18–39. http://dx.doi.org/10.1111/j.1527-2001.1998.tb01383.x.
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While communities engaged in liberatory struggles have valued group loyalty and condemned betrayal, loyalty itself may be problematic, because remaining loyal to a community may require that one refrain from deconstructing the group identity on which the community is based. This essay investigates what loyalty is and whether loyalty is a virtue, and considers why, if loyalty is indeed a virtue, it may be one that is difficult to maintain in a context of oppression.
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Winnicka-Wejs, Alicja. "Staff Loyalty Value (Results of Working Students’ Survey)". Kwartalnik Ekonomistów i Menedżerów 23, n.º 1 (31 de janeiro de 2012): 104–27. http://dx.doi.org/10.5604/01.3001.0009.5772.
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The article presents results of the survey concerning the meaning of staff loyalty (the loyalty towards the employer) in the professional life of working students of the University of Economics in Katowice. An independently prepared survey questionnaire was used. The article is utilitarian – twenty one working hypotheses were verified. The results of empirical research were presented as eight main points: the notion of staff loyalty as perceived by student respondents, the importance of staff loyalty as compared to other types of loyalty, the self-assessment of loyalty towards the employing organisation, the assessment of the respect shown by immediate superiors towards loyal employees, staff loyalty as a value appreciated both by employers and employees, the portfolio of satisfaction and loyalty evaluator, stability versus changeability in professional life, the perceived effects of staff loyalty.
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Pardi, Pardi, e Yuis Novellia Ardescy. "PROTAGONIST’S LOYALTY IN SIDNEY SHELDON’S NOVEL TELL ME YOUR DREAMS". JOURNAL OF LANGUAGE 4, n.º 2 (29 de novembro de 2022): 298–303. http://dx.doi.org/10.30743/jol.v4i2.5992.
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The aim of this study is to analyze the kinds of protagonist’s loyalty in Sidney Sheldon’s novel Tell Me Your Dreams. The theory applied in this research is the one proposed by Fletcher, in which it is stated that loyalty emerges when someone has a feeling to protect something.The data are taken from the novel by using descriptive analysis method. The method used is qualitative. The results show that there are two kinds of protagonist’s loyalty found in the novel. They are loyalty to his mother and loyalty to his friend. Loyalty or being loyal to his mother is shown by the protagonist by a commitment he makes as a deal with his allegiance to save her mother; meanwhile, being loyal to his friend is shown by the protagonist by fulfilling his commitment to help his friend in trouble. Being a loyal person will give the person positive effect in family, in workplace or in society. He will be a trust-worthy person and a place for someone to lean on.
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RUDZEWICZ, ADAM. "LOYALTY PROGRAMS AND CONSUMER LOYALTY". sj-economics scientific journal 28, n.º 1 (30 de março de 2018): 127–35. http://dx.doi.org/10.58246/sjeconomics.v28i1.145.
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The purpose of the article is to recognize the impact of loyalty programs on consumer purchasing behavior. Loyalty programs are very popular among consumers. Food, clothing and petrol stations deserve special distinction. Respondents consider the most important element of loyalty programs to be able to obtain lower prices of products or small prizes. The majority of customers believe that loyalty programs have a large or very large impact on the repeatability of purchases. It is a very effective marketing tool that can be used to consolidate the relationship between the company and its clients.
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Zhang, Ya, e Jing Zhang. "The role of psychological contract violation in shaping spurious loyalty". Marketing Intelligence & Planning 39, n.º 6 (4 de maio de 2021): 792–808. http://dx.doi.org/10.1108/mip-01-2021-0008.
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PurposeThis study explores the impact of brand's psychological contract violation on customers' spurious loyalty, via the mediating effects of customers' brand commitments (affective commitment, calculative commitment and normative commitment) and the moderating effects of justification for violation and nostalgia proneness in the link of psychological contract violation and three commitments.Design/methodology/approachBased on 427 valid responses collected from paper- and web-based survey questionnaires, a total of 21 hypotheses were tested by adopting a structural equation model, hierarchical regression technique and slope analyses.FindingsThe result indicates negative effects of psychological contract violation on customers' attitudinal loyalty and behavioral loyalty via affective commitment and normative commitment, as well as positive effects of psychological contract violation on customers' attitudinal loyalty and behavioral loyalty via calculative commitment. It explains the reason why some loyal customers show spurious loyalty after being psychological contract violated. Meanwhile, it also supports different moderating impacts of justification for violation and nostalgia proneness in these relationships.Originality/valueThis study underscores the importance of calculative commitment in mitigating the adverse effect of psychological contract violation on customers' loyalty. Also, managerial implications are put forward to prevent loyal customers from switching to a worse loyalty stage after being violated.
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Bellizzi, Joseph A., e Terry Bristol. "An assessment of supermarket loyalty cards in one major US market". Journal of Consumer Marketing 21, n.º 2 (1 de março de 2004): 144–54. http://dx.doi.org/10.1108/07363760410525704.
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A survey was conducted in a large US metropolitan area of the West. The objective of the study was to determine if loyalty cards issued by supermarkets are actually associated with customer loyalty and how loyalty cards compare with other factors that retailers could use to enhance supermarket loyalty. The results indicate that loyalty cards are not associated with supermarket loyalty. Frequent users of loyalty cards are more likely to shop at different stores and use loyalty cards from several stores. The consumer respondents indicated that there are a number of factors other than having a supermarket loyalty card that would be more likely to increase their loyalty to any one supermarket. Besides confirming the universally accepted belief that consumers would be more loyal to conveniently located supermarkets, the respondents identified a few other factors that would enhance their supermarket loyalty such as stores that offer fast check‐out lanes. Loyalty factors were cluster analyzed into three categories, those most important, those least important, and those of moderate importance.
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Rahmawati, Emma, e Musa Hubeis. "Hubungan Mutu Pelayanan Dengan Loyalitas Pelanggan Jasa Pengiriman Paket Pada Kantor Pos Kota Depok". Jurnal Manajemen dan Organisasi 2, n.º 2 (5 de dezembro de 2016): 85. http://dx.doi.org/10.29244/jmo.v2i2.14198.
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<p>fice were (1) To identify the relationship between service quality and customer loyalty; (2) To analyze the relationship strength between service quality and customer loyalty; (3) Assessing the service quality level by Depok City Post Office. The data collecting were primary and secondary data. Convenience sampling was chosen as sampling technique. The research analyze by descriptive analysis, Importance Performance Analysis (IPA), Range and Rank Spearman correlation test, and processed by Microsoft Excel 2007 and Software SPSS 17.0 version for Windows. The study by IPA showed the attribute spread out around all quadrant with the majority attributes placed on quadrant III, however the study will be focused on attributes placed Quadrant I: completly of information media, quick service and complaint service, which are the main important factors to improve. The research finding was proven the customer is categorize as loyal customer. The analysis of work attributes level showed reliability has no relation with loyality. The Relationship between Good Quality of Customer Service and Customer Packaging Delivery Service Loyalty in Depok City Post Office is strong showed by r = 0,277.</p>
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Obiegbu, Chinedu James, Gretchen Larsen, Nick Ellis e Daragh O’Reilly. "Co-constructing loyalty in an era of digital music fandom". European Journal of Marketing 53, n.º 3 (4 de abril de 2019): 463–82. http://dx.doi.org/10.1108/ejm-10-2017-0754.
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PurposeThis paper aims to answer the following question: How can a discursive approach to how music fans construct loyalty in a digital context contribute to a theoretical understanding of brand loyalty?Design/methodology/approachDrawing on insights from theories of brand loyalty and fandom, this interpretive inquiry makes use of data from an online forum dedicated to the rock music band, U2, and interviews with forum members. A combination of online ethnography and discourse analysis are used.FindingsThe analysis shows that music fans mobilise particular discursive resources in constructing loyalty in the digital context, specifically length of time spent as a fan, obsession and the opposition of obligation and choice. These discursive resources reflect a grounded account of an experientially rooted brand loyalty that extends beyond attitudinal and behavioural loyalty and which is particularly salient in music consumption.Research limitations/implicationsThis is a single case study, but as a rich and vibrant online community, it provides fruitful insights into the discursive construction of loyalty. The processes of negotiation, accommodation and conflict, engaged in through online discourse, are important in laying bare the preferences, value systems and meanings that frame the experiences of loyal consumers.Practical implicationsThis socially constructed view of loyalty facilitates a more sensitive and nuanced application of brand loyalty, with implications for segmentation and targeting activities. It provides a possible basis through which precise insights can be gained into the meanings and practices of loyal fans and consumers.Originality/valueExamining loyalty through the lens of online music fandom enables a discursive understanding of consumers’ experience of brand loyalty. It shows how online engagement with other consumers of a brand facilitates a deep engagement with the notion of loyalty.
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Riyanto, Joko, e Arif Maulana. "Pengguna Go-Car Di Kota Semarang". Serat Acitya 10, n.º 2 (18 de novembro de 2021): 173. http://dx.doi.org/10.56444/sa.v10i2.2588.
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<p>Kegunaan penelitian ini adalah untuk menganalisis pengaruh e-service quality terhadap satisfaction pada pengguna Go-Car di Kota Semarang; untuk menganalisis pengaruh e-service quality terhadap e-loyality pada pengguna Go-Car di Kota Semarang; untuk menganalisis pengaruh satisfaction terhadap e-loyality pada pengguna Go-Car di Kota Semarang. Penelitian ini mendapatkan 100 orang responden pengguna Go-Car sebagai sampel penelitian, hasil tanggapan mereka dianalisis dengan regresi linier berganda. Hipotesis pertama yang mengatakan bahwa variabel <em>e-service quality</em> berpengaruh positif dan signifikan terhadap <em>satisfaction</em> dapat diterima, artinya apabila <em>e-service quality </em>meningkat, maka <em>satisfaction </em>juga akan meningkat. Hipotesis kedua yang mengatakan bahwa variabel <em>e-service quality</em> berpengaruh positif dan signifikan terhadap <em>e-loyality</em> dapat diterima, artinya apabila <em>e-service quality </em>meningkat, maka <em>e-loyality </em>juga akan meningkat pula. Hipotesis ketiga mengatakan bahwa variabel <em>satisfaction</em> berpengaruh positif dan signifikan terhadap <em>e-loyality </em>dapat diterima, artinya apabila <em>satisfaction</em> meningkat, maka <em>e-loyality</em> akan meningkat.</p><p><em>The purpose of this study is to analyze the effect of e-service quality on satisfaction for Go-Car users in Semarang City; to analyze the effect of e-service quality on e-loyalty of Go-Car users in Semarang City; to analyze the effect of satisfaction on e-loyalty on Go-Car users in Semarang City. This study obtained 100 respondents using Go-Car as the research sample, the results of their responses were analyzed by multiple linear regression. The first hypothesis which says that the e-service quality variable has a positive and significant effect on satisfaction is acceptable, meaning that if e-service quality increases, satisfaction will also increase. The second hypothesis which says that the variable e-service quality has a positive and significant effect on e-loyalty is acceptable, meaning that if e-service quality increases, e-loyalty will also increase. The third hypothesis says that the satisfaction variable has a positive and significant effect on acceptable e-loyalty, meaning that if satisfaction increases, e-loyalty will increase.</em></p><p><em>Keywords E-Service Quality, Satisfaction, E-Loyality, Go-Car Users</em></p>
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Adi, Pramono Hari. "Customer Loyalty of Islamic Banks". AFEBI Islamic Finance and Economic Review 1, n.º 01 (11 de março de 2017): 13. http://dx.doi.org/10.47312/aifer.v1i01.17.
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<p>The highly rapid growth of sharia commercial banks have required them to compete in obtaining and retaining customers. Therefore, it is important to look carefully at the position of their brands within the industry. Among the measures to see how strong the position of a brand in the market is the level of customers’ brand loyalty. There are five levels of brand loyalty, each of which indicates particular marketing challenge to be addressed. Those levels - from least loyal to most loyal - include switcher, habitual buyer, satisfied buyer, liking the brand, and committed buyer. Using questionnaire to collect primary data from 100 respondents, the results indicate that the highest brand loyalty to Islamic banks has been at the level of satisfied buyer and liking the brand, indicating that consumer loyalty to the Islamic banks has not been perfect. Loyalty needs to be improved towards the committed buyer.</p><p><br />Keywords: Brand, Customer Loyalty, Islamic Bank</p>
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Yuliani, Kwik Cynthia, e Luhgiatno Luhgiatno. "PENGARUH E-BANKING, KUALITAS PELAYANAN DAN KUALITAS KOMUNIKASI TERHADAP LOYALITAS NASABAH (STUDI KASUS NASABAH BANK BCA KOTA SEMARANG)". Jurnal Ilmiah Fokus Ekonomi, Manajemen, Bisnis & Akuntansi (EMBA) 1, n.º 3 (16 de janeiro de 2023): 288–96. http://dx.doi.org/10.34152/emba.v1i3.630.
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Banking companies have the main weapon to keep their customers loyal. Loyal customers will increase company profits. This research was conducted with the aim of knowing and analyzing the joint effect of e-banking, service quality and communication quality on customer loyalty at Bank BCA Semarang City. The research was conducted using a quantitative approach. The research sample was 100 BCA Semarang customers, with the research instrument using a questionnaire. The analysis technique uses multiple linear regression. The results showed that 1), e-banking proved to have a positive and significant effect on customer loyalty, 2) service quality proved to have a positive and significant effect on customer loyalty, 3) communication quality proved to have a positive and significant effect on customer loyalty, and 4) e-banking banking, service quality and communication quality proved to have a positive and significant effect on customer loyalty of BCA Semarang City.Keywords: e-banking, service quality, communication quality, loyalty.
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ŽILINSKÁ, MICHAELA, JAROMÍR VRBKA e EVA KALINOVÁ. "DOES THE IMPLEMENTATION OF LOYALTY PROGRAMMES LEAD TO GAINING A LOYAL CUSTOMER?" AD ALTA: 11/01 11, n.º 1 (30 de junho de 2021): 392–96. http://dx.doi.org/10.33543/1101392396.
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An increasing number of retailers and service providers are aware of the importance of loyalty programmes as a tool to support sales. The aim of this paper is to evaluate the benefits of loyalty cards for sales support at three selected companies in the Czech market, especially Kaufland, Globus and Tesco, and to determine whether the implementation of the loyalty programme leads to gaining a loyal customer. The basic source of data is the data obtained through an interview and the CAWI method, which consists in collecting data using an online questionnaire survey. The obtained data are evaluated using a prognostic marketing and comparison method. In total, responses were obtained from 121 respondents. The results of the research show that the implementation of loyalty programmes does not lead to gaining a more loyal customer. If the customer does not have to register to join the programmer, he does not perceive himself as loyal to the brand. The Kaufland Card programme has become the most used loyalty programme. These conclusions lead to new ideas that could affect both the future development of loyalty programmes and their structure.
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Melnyk, Valentyna, Stijn M. J. Van Osselaer e Tammo H. A. Bijmolt. "Are Women More Loyal Customers than Men? Gender Differences in Loyalty to Firms and Individual Service Providers". Journal of Marketing 73, n.º 4 (julho de 2009): 82–96. http://dx.doi.org/10.1509/jmkg.73.4.082.
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Prevailing wisdom assumes that female consumers are more loyal than male consumers. The authors report conditions under which the reverse is found, depending on the object of customer loyalty. For example, whereas female consumers tend to be more loyal than male consumers to individuals, such as individual service providers, this difference is reversed when the object of loyalty is a group of people. The authors find a similar crossover interaction effect for loyalty to individual employees versus loyalty to companies. This effect is mediated by self-construal in terms of relational versus collective interdependence. The authors discuss the managerial and theoretical implications of these gender differences.
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Baron, Ilan Zvi. "The Problem of Dual Loyalty". Canadian Journal of Political Science 42, n.º 4 (dezembro de 2009): 1025–44. http://dx.doi.org/10.1017/s0008423909990011.
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Abstract. Dual loyalty arises when a citizen or group of citizens holds political allegiance to another state or entity which could challenge their loyalty to the state. What defines dual loyalty as an accusation is the assumption that it is impossible to hold multiple political loyalties, but that, simultaneously, this multiplicity is denied any validity. This article explores the concept, locating it historically and locating the false and often racist discourse that characterizes its modern usage and meaning.Résumé. La double loyauté survient quand un citoyen ou un groupe de citoyens donne son allégeance à un autre État ou à une autre entité, ce qui pourrait mettre en cause sa loyauté envers l'État. Ce qui confère à la double loyauté un caractère d'accusation, c'est la supposition qu'il est impossible d'avoir plusieurs allégeances politiques, et que, simultanément, cette multiplicité d'allégeances n'a aucune validité. Le présent article explore ce concept, en le situant sur le plan historique et en retraçant les discours faux et souvent racistes qui caractérisent son emploi et son sens modernes.
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Gyawali, Bishnu Prasad. "Factors Influencing Employees’ Loyalty Evidence from Nepalese Corporations". Management Dynamics 23, n.º 1 (9 de março de 2020): 231–38. http://dx.doi.org/10.3126/md.v23i1.35582.
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Emerging world has entered into economic globalization and the information era where the business sector is now facing the ever-growing pressure from domestic and overseas competitors. More and more employers start to realize that customer loyalty depends on employee loyalty. They really understand happy loyal committed employees make for happy loyal committed customers who continue to buy the industry’s products and services. The aim of this study is to explore the factors influencing the employees’ loyalty in the Corporations. This research had been conducted to examine the important factors influencing employees’ loyalty towards pay benefits, work environment, organization culture and value and training and development opportunities. This study has used descriptive and analytical research design taking both primary and secondary data. The results show that higher employee loyalty is related to their nature of work, career advancement and recognition, relationship with their supervisors and working environment. Though employee loyalty towards the Corporations is observed positive in the study, the Corporations has unable to build loyalty in terms of employment benefits. The result of this study is useful for effective human resource management in Nepalese context.
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Rizky Oktafiani, Amelia, Devita Astri Nurtama Nita, Rosiyani Rosiyani, Dede Rokhilatul Khijjah e Wachdijono Wachdijono. "The Influence of Barista on Coffee Shop Consumer Loyalty (Utilizing Indicators for Theoretical and Practical Purposes)". Journal Transnational Universal Studies 1, n.º 8 (19 de setembro de 2023): 786–99. http://dx.doi.org/10.58631/jtus.v1i8.47.
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Consumer loyalty is a very important aspect in supporting the sustainability of the coffee shop business and one of the related factors is the barista. The research aims to determine the condition of the barista variable and consumer loyalty and to analyze the influence of the barista on coffee shop customer loyalty in Kuningan City, West Java. The research was conducted in January-April 2022 using a descriptive quantitative design and survey method. The number of samples was determined intentionally by 72 respondents. Data measurement uses a Likert Scale and analysis with the Structural Equation Model instrument. The results showed that the barista condition was in the "very competent" category (92%) and consumer loyalty was in the "loyal" category (80%), but the barista had no significant effect on coffee shop customer loyalty. The most dominant indicators reflecting the condition of the barista are "hospitality" and consumer loyalty, namely "loyal" and "don't care about other brands". The results of the research are very important and interesting so that they can contribute to the development of knowledge in the fields of marketing and statistics, as well as being a reference for coffee shop entrepreneurs to gain consumer loyalty.
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Gohain, Kastury, Seethaletchumy Thambiah e Tan Chuie Hong. "Patients Loyalty Framework towards Healthcare Services in Malaysia". International Journal of Business and Management 13, n.º 9 (1 de agosto de 2018): 148. http://dx.doi.org/10.5539/ijbm.v13n9p148.
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The goal of this research is to determine the components that compel the healthcare stakeholders to become loyal towards the system. With extensive literature study of previously completed work, six crucial variables has been finalized. Hence, these variables will be justified to uphold loyal patients in healthcare. The findings highlighted the importance of loyalty in medical care. The factors leading to loyalty are identified and the relationship between the distinguished variable and loyalty is reconfirmed as prior documented studies.
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Ratnasari, Novia Tri, Jajuk Herawati e Epsilandri Septyarini. "Pengaruh Lingkungan Kerja, Kompensasi dan Stress Kerja terhadap Loyalitas Karyawan". Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah 4, n.º 5 (16 de fevereiro de 2022): 1353–64. http://dx.doi.org/10.47467/alkharaj.v4i5.933.
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This study aims to examine the effect of work environment, compensation and work stress on employee loyalt. This type of research used is quantitative research. This study uses the census method, which takes all the population as research respondents. The number of respondents is 55 people and the results of the analysis using SPSS Version 23. Based on the results of the analysis on the data, it can be concluded that the work environment has a positive and insignificant effect on the employee loyalty variable, the work environment plays an important role in the quality of employee loyalty (1) Compensation has a positive and significant effect on employee loyalty, the importance of compensation is as follows: one indicator of job satisfaction (2) Work stress has no significant effect on employee loyalty, work stress is something that often happens in a workplace and stress is a process of one's thoughts, emotions and physical condition. (3) Work environment, compensation and work stress simultaneously affect employee loyalty (4).
Keywords: Work environment, compensation, work streses and employee loyalty
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Pps, Jurnalpps, Rio Budi Dwitama, Indra Prasetyo e 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, n.º 3 (20 de abril de 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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Панова, Александра, Alyeksandra Panova, Татьяна Лустина e Tatyana Lustina. "Impact of staff loyalty on the formation of customer loyalty". Services in Russia and abroad 10, n.º 1 (16 de maio de 2016): 165–73. http://dx.doi.org/10.12737/19179.
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The article discusses the satisfaction of employees, which affects customer satisfaction
through quality service, which ultimately leads to higher financial results.
Currently, in most cases, attraction of new customers is more expensive than retaining
old ones, therefore the formation of loyalty has become an important task of each organization.
The success of the organization depends not only on customer loyalty, but loyalty of staff and,
moreover, one is connected with other. The employee, loyal to his company always strives to
present the organization with the best hand; he is more involved in the proposed product or
service. Accordingly, the consumer, feeling such commitment and sincerity towards the company
from its employees, receives at least positive feelings from communication, and a maximum more
quickly decides to purchase, and encourages the organization and the employee his friends and,
most importantly, becomes more loyal.
Satisfaction and loyalty of employees are the main factors that affect a customer loyalty
and, consequently, the overall effectiveness of the organization. It starts from the assumption
that the employees have the same characteristics as the customers (satisfaction, involvement,
loyalty), and the company, as in the case with customers, interested in long-term relationships
with them. In this case, employees spread values of the organization in the external environment,
interacting not only with existing customers of the company, but also engaging new customers.
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Tribudhi, Debbie Aryani, e Soeharjoto Soekapdjo. "DETERMINAN PERILAKU LOYALITAS KONSUMEN INDOMARET DI JAKARTA BARAT". Jurnal Ecodemica: Jurnal Ekonomi, Manajemen, dan Bisnis 3, n.º 2 (9 de setembro de 2019): 190–97. http://dx.doi.org/10.31311/jeco.v3i2.6003.
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Purpose of this study is to know about Indomaret customer loyalty behavior at West Jakarta. Structural Equation Models (SEM) methods with value equity , relationship equity , brand equity, positive emotions, negative emotions as a independent variable and loyalty intentions as a dependent variable. Result from 225 sample with purposive sampling technique shown that there are positive and significant influence between brand equity to loyalty intentions, relationship equity to loyalty intentions, and positive emotions to loyalty intentions. There is negative and significant influence from negative emotions to loyalty intentions, but there's no influence between value equity to loyalty intentions. Increasingly competitive business at minimarket sector and advancement of digital technology, Indomaret should have an inovation at lots of area and have cooperation with another related parties to have a loyal customer.
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Poulsen, Lauge N. Skovgaard. "Loyalty in world politics". European Journal of International Relations 26, n.º 4 (29 de fevereiro de 2020): 1156–77. http://dx.doi.org/10.1177/1354066120905895.
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Loyalty is part of the glue that holds relationships together in times of difficulty. Surprisingly, however, hardly any literature exists on the role of loyalty in International Relations. The concept is routinely invoked – not least the notion of the ‘loyal ally’ – but typically only in passing and often based on questionable assumptions about the nature and effect of loyalty. Building on literature in moral philosophy on the ethics of loyalty, this paper presents loyalty as persistently partial behaviour driven by affective attachments. Such attachments are, in turn, driven mainly by a sense of shared social identity but also the interaction between subjects and objects of loyalty. I show how this understanding of loyalty differs from how most political scientists use the concept and illustrate why it matters for the study of world politics.