Achieve Customer Loyalty Research Articles

An fsQCA analysis of service quality for hotel customer satisfaction

Managing customer satisfaction (CS) by adapting to market changes is essential for achieving customer loyalty. This study analyzes the asymmetric relationship between service quality (SQ) and CS in the hotel sector by applying the fuzzy-set qualitative comparative analysis (fsQCA) method to a five-star hotel in Cuba. Results of customer SQ perception analysis as configurations of conditions that explain the outcome of CS identify the individual contribution made by each of the services. In this specific case, when combined with other conditions in three different configurations, the quality of food in specialized restaurants is shown to be the determinant of the studied hotel’s CS outcomes. This research shows that fsQCA is useful for managing the causal complexity of hotel processes and activities. Additionally, it helps managers optimize CS by determining which attributes they need to focus on and which they do not, thus responding to the need to determine how SQ dimensions influence CS.

The Impact of Relationship Marketing Strategies on Customer Loyalty in the High-End Hair Salon Industry in Auckland

<p class="MsoNormal" style="margin-top: 12pt; text-indent: 0cm; text-align: justify;"><span lang="EN-US" style="font-family: 'times new roman', times, serif; font-size: 14pt;">The business world is a competitive place, and enterprises must cultivate sustainable relationships with their clients to gain customer loyalty. Concepts of relationship marketing (RM) are becoming vital in the service industry. Different RM strategies are used to attract customers, but some of these strategies do not achieve customer loyalty as easily as predicted due to customers’ changing behaviour patterns. This paper investigates the impact of RM strategies on customer loyalty through relationship qualities (customer satisfaction and trust) by concentrating on the high-end hairdressing sector in Auckland. Additionally, this research investigates the expectations of customers of high-end hair salons formed by RM strategies, which influence their satisfaction, trust, and customer loyalty to their service provider. The results indicate that brand image shows a significant relevance to trust, satisfaction, and customer loyalty claiming that brand image is an essential element of RM. Additionally, this investigations revels that, hair salons in Auckland are looking forward to ascertaining a sustainable relationship with their clients through a spectrum of strategies such as positive brand image, good service quality, reasonable price, and good value deals to earn optimistic relationship quality, which will ultimately escalate to customer loyalty. Findings of this research will be useful in supporting hair salons to gain a greater understanding of their customers by adopting effective RM strategies.</span></p>

Achieving customer loyalty during post-pandemic: an asymmetric approach

The study aims to investigate causal recipes to improve restaurant customers’ loyalty (LOY) during COVID-19 post-pandemic. The study utilizes Fuzzy-set Qualitative Comparative Analysis (fsQCA) within the framework of complexity theory to examine the intricate relationship between antecedent conditions, including Socially Responsible COVID-19 practices (CSR), Service Quality (SR), Customer Experience (EXP), Customer Satisfaction (SAT), Trust (TR), and Customer Commitment (COMM). The study used a quantitative survey approach, using a Likert scale to achieve the study aim. The survey has been strategically developed to gather intricate replies, taking influence from well-established scales within the area. The research purposefully recruited customers from the restaurant industry in Pakistan. A total of 450 full and valid replies were obtained via the use of Google Forms and paper questionnaires. The fsQCA approach is used to examine the data and ascertain configurations or combinations of antecedent situations that contribute to enhanced levels of loyalty. The results indicate that LOY is a multifaceted phenomenon in the post-pandemic phase of COVID-19 and is not only influenced by individual antecedent situations. This study identifies many routes that lead to increased levels of loyalty, highlighting the need to adopt a comprehensive and integrated strategy. The research emphasizes the diverse impacts of important factors, including CSR, SR, EXP, SAT, TR, and COMM, on loyalty. The novelty of this study is in its utilization of fsQCA and complexity theory to investigate LOY inside the restaurant sector among the distinctive circumstances of the post-pandemic period of COVID-19. This paper presents a critique of conventional symmetrical methods and proposes a comprehensive viewpoint on LOY, highlighting the need for sophisticated and integrated theoretical frameworks. Through the exploration of several routes to increased levels of LOY and the identification of the intricate influences of numerous preceding factors, this study enhances both theoretical and practical comprehension. The study places significant importance on an innovative research methodology and its potential impact on restaurant management, making it a noteworthy contribution to the current body of literature.

The influence of product quality and Word of Mouth (WOM) on repurchase intentions through the mediation of consumer satisfaction

Repurchase intention is one of the main goals of the marketing strategy planned by every businessperson. This research aims to determine the direct influence of product quality and word of mouth on repurchase intentions, which is mediated by consumer satisfaction with Mixue products in Bengkulu City, which occurs due to the phenomenon of the Mixue brand, which is starting to mushroom in every region of Indonesia. The research method uses a quantitative approach, with a sample of 100 respondents using a purposive sampling. Data is processed using SmartPLS 4. The research results show that product quality and word of mouth have a significant effect on consumer satisfaction, consumer satisfaction has a significant effect on repurchase intention, product quality has no significant effect on repurchase intention, word of mouth has a significant effect on repurchase intention, product quality and word of mouth has a significant effect on repurchase intention through consumer satisfaction. This research provides insight for companies to increase consumers repurchase intentions by recognizing the positive impact of product quality and word of mouth in helping companies achieve customer loyalty and sustainable business growth.

Enhancing Customer Loyalty: Optimizing Barista and Store Atmosphere for Increased Customer Satisfaction

The aim of this study was to investigate the impact of store atmosphere and baristas on customer loyalty, mediated by customer satisfaction as an intervening variable. The study was conducted with the hope of enhancing customer loyalty in coffee shops located in the city of Cirebon. Convenience sampling was employed in this study. The primary data was collected by distributing questionnaires to 115 consumers in coffee shops located in Cirebon city. The data was analysed using partial least squares (SEM-PLS) structural equation modelling with the Smart-PLS 3.0 application. The study's results indicate that the store's atmosphere has a positive impact on customer satisfaction and loyalty. Additionally, the barista variable was found to have a positive effect on customer satisfaction and loyalty. It was found that the customer satisfaction variable mediated the relationship between store atmosphere and baristas on customer loyalty. Achieving customer loyalty is not solely dependent on the store atmosphere and baristas. It is important to explore other variables that can contribute to this goal. Future researchers should investigate these variables further.

Customer Relationship Marketing, Customer Bonding, and Customer Satisfaction on Customer Loyalty in Telecommunication Companies

The telecommunications industry is one of the most competitive industries with high penetration of digital technology, faster availability of data services, and innovations in telecommunications. The purpose of the present study is to empirically test a model that illustrates how customer relationship marketing (CRM) and customer bonding (CBD) affect customer loyalty (CLA) with customer satisfaction (CSA) as a mediating variable in the telecommunication company. A survey of the telecommunication customers was conducted with responses from 230 samples by maximizing the Partial-Least-Square Structural-Equation Modeling (PLS-SEM). The research results show that CRM and CBD are inferred to impact CLA and mediate CSA significantly. Compared to CRM, CBD has emerged as the most influential determinant of the proposed model. Marketing managers can adopt relevant business strategies and promote customer relationship marketing and customer bonding to achieve customer loyalty.

The Impact of Service Quality in Achieving Customer Loyalty in Oman Investment and Finance Company Ltd. Saog in Buraimi Governorate, Sultanate of Oman

The Impact of Service Quality in Achieving Customer Loyalty in Oman Investment and Finance Company Ltd. Saog in Buraimi Governorate, Sultanate of Oman

Retailers view on customer loyalty – a social resource theory perspective

ABSTRACT This study elaborates on the concept of loyalty. Strategic work to increase loyalty such as loyalty programs is increasingly being questioned. Using a relational perspective, viewing loyalty as an ongoing process of social exchanges, the paradoxical relationship between loyalty strategies and customer loyalty is underlined. The empirical data comprised qualitative interviews with eight key managers in Swedish retail companies. The result shows that loyalty programs foster rational shopping behaviours, misinterpreted by the retailers as loyalty. Thus, the concrete nature of loyalty programs make the customers less loyal only returning the concrete resources given. Particular resources will not be given by customers if none are offered by retailers. From the perspective of social exchanges, a shift from tangible rewards to forming meaningful emotional bonds is needed in order to achieve customer loyalty.

Pengaruh Service Quality Dimediasi Oleh Customer Journey Quality dan Customer Satisfaction dalam Meningkatkan Customer Loyalty Pada Restoran Bandar Jakarta

This study aims to determine the effect of Service Quality mediated by Service Journey Quality and Customer Satisfaction in increasing Customer Loyalty at Bandar Jakarta restaurants. Samples were taken with individual criteria, namely people who had bought and consumed city restaurant food products in the last 6 months. This study uses primary data obtained through questionnaires distributed to 131 respondents. Based on the time period, the data collected in this study is cross sectional. The analytical method used is the Structural Equation Model (SEM). The results of this study indicate that service quality has a positive effect on customer satisfaction, but service quality also has a positive effect on Service Journey Quality, Customer Satisfaction has a positive effect on Customer Loyalty and Service Journey Quality has a positive effect on Customer Loyalty. This research is expected to provide input to restaurant managers in Indonesia regarding the factors that need to be considered to achieve and manage customer loyalty. Among them are Customer Satisfaction, Service Journey Quality and service quality which can help companies achieve customer loyalty.

Examining the Influencing Factors of Customer Loyalty in Mobile Payment: A Conceptual Model and Research Propositions

Along with the rapid advancement of mobile internet technology in recent years, the mobile payment industry has witnessed tremendous development and greatly changed people’s lives. The rapid development of mobile payment has attracted hundreds of participants who want to cut a slice of the cake, thus leading to unprecedented fierce competition. To ensure sustainability and success, mobile payment service providers need to find strategies to retain existing users and achieve customer loyalty. This research aims to examine the different factors that impact mobile payment users’ loyalty. This paper proposed a research framework by integrating two fundamental consumer behavior theories, the cognitive-affective-behavior (CAB) model and the theory of consumption values (TCV). Our study fills the knowledge gap in lacking post-adoption stage consumer behavior research in the mobile payment context. It is among the few studies that examine mobile payment customer loyalty from a multi-dimensional value perspective. A quantitative research method is designed and partial least squares structural equation modeling technique (PLS-SEM) will be adopted in the future data analysis stage to validate the developed framework. The expected findings of this study would unveil the factors that would best predict the loyalty of mobile payment users. These findings would enable mobile payment service providers to identify the specific consumption values that determine mobile payment users’ loyalty, thus guiding them to develop strategies to cultivate customer loyalty accordingly.

The Hubungan word of mouth, kualitas pelayanan, kepuasan dan loyalitas pelanggan klinik rawat jalan bedah onkologi di Rumah Sakit Khusus Bedah X

Background: Customer loyalty is absolutely necessary because without customer loyalty the hospital cannot develop, it can even experience a decline in business that threatens the existence of the hospital. But to achieve customer loyalty many influencing factors such as service quality, word of mouth and customer satisfaction.Objective: Therefore it is necessary to know which factors significantly affect customer loyalty, so that the hospital can develop effective and efficient program and strategies.Methods: This study is an explanatory research by examining relationship of the variables. Respondents in this study were 195 people that were customer of the Surgical Oncology Outpatient Clinic of X Surgical Specialty Hospital. Data processing using the SEM PLS Method with Smart PLS application.Results: The results show that service quality have a positive and significant direct effect to customer satisfaction and loyalty. Word of mouth also shows positive and significant direct effect to customer satisfaction and loyalty. But this study failed to prove a significant direct effect of customer satisfaction to customer loyalty.Conclusion: We can significantly increase customer satisfaction and customer loyalty by increasing service quality and improve word of mouth activity. However customer satisfaction is not a significant factor for customer loyalty

The Impact of Brand Awareness on Customer Loyalty in Selected Food and Beverage Businesses in Lagos State Nigeria

The pursuit of competitive advantage and increase in customer brand loyalty post-pandemic have compelled businesses to be strategic, particularly regarding brand awareness decisions. However, shaping brand management, increasing brand awareness development and adaptation which are critical activities in modern marketing has been an issue in developing nations like Nigeria. The purpose of this study is to examine effect of brand awareness on customer-loyalty in the food and beverage industry in Lagos State, Nigeria. This study used survey research design facilitated through a structured research instrument. Using quantitative method six hundred respondents from the selected food and beverage companies in Lagos state participated and data was collected using questionnaire. A total of 600 copies of questionnaire were administered to the respondents with a response rate of 100.00%. The collected data was analyzed and presented both in descriptive and inferential analysis. The findings of this study revealed that brand awareness have significant positive effect on customer loyalty. Based on the findings of this study it is concluded that brand awareness (brand impression, brand competence, and brand value) are a strategic tool for achieving customer loyalty in food and beverage industry in Lagos state, Nigeria and that brand awareness has significant effect on customer loyalty in food and beverage industry in Lagos state, Nigeria. Hence, this study recommends that the food and beverage industries in Lagos state, Nigeria should apply brand impression, competence, management and value in order to maintain customer brand loyalty and competitive advantage

Examining the mediating effect of multi-channel integration quality in the relationship with service quality, customer satisfaction and customer loyalty in the Saudi banking sector

PurposeSince banks do not sell tangible products, they rely heavily on customer interactions and retention, which requires service quality, customer satisfaction and customer loyalty. Banks must innovate and develop new services and expand customer engagement efforts beyond stores, kiosks, direct mail and websites to include social media, mobile applications and location-based services in order to meet their customers’ growing demands. A multi-channel strategy that integrates the offline and online presences of banks can increase quality, customer satisfaction and loyalty. This paper aimed to use a service quality scale to: (1) examine the association between service quality and customer satisfaction; (2) examine the association between customer satisfaction and customer loyalty; (3) examine the indirect association between service quality and customer loyalty through customer satisfaction; and (4) examine the mediation effect of multi-channel integration quality in the relationships between service quality, customer satisfaction and customer loyalty.Design/methodology/approachThe data was obtained from banks in Saudi Arabia. The analysis was based on an online survey of 265 Saudi bank customers. The multi-channel integration quality model and Statistical Package for the Social Sciences (SPSS) were used to test the proposed hypothesis and conduct the analysis.FindingsThe results found that there was a statistically significant link between service quality and customer satisfaction in the Saudi banking industry. Service quality did not directly affect customer loyalty. When multi-channel integration quality was moderate to high, service quality affected customer loyalty through customer satisfaction. For service quality and customer loyalty in the Saudi banking sector to be achieved, customers must be satisfied, but also the bank’s brand must manage the quality of integration channels provided to them with care, and thus branding plays a key role in achieving customer loyalty in the Saudi banking sector.Originality/valueThe academic community has provided little evidence to support how the relationships between constructs such as service quality, customer satisfaction, customer loyalty and multi-channel integration quality apply to the Saudi banking sector. A conceptual framework was proposed to show how these constructs affect the Saudi banking sector. An empirical study was conducted to see how the framework held up in banking settings. The conceptual framework serves to advance the fields of business and management and banking and their respected literature, as well as advance the understanding of multi-channel integration in boosting customer satisfaction and loyalty through high service quality in the Saudi banking sector.

Satisfaction or delight? A cross-cultural study of loyalty formation linked to two restaurant types

PurposeThe aim of this study is to analyse the moderating roles of restaurant type and client long-term orientation (LTO) on the loyalty building process. In addition, this analysis delves into the role of customer satisfaction and delight in the dining experience on the development of loyalty to a restaurant.Design/methodology/approachThis study advances a moderator mediation model stemming from self-administered online questionnaires presented to clients subsequent to their gastronomic experiences. The analysis comprised a sample of 250 customers of moderate restaurants and 290 of midscale restaurants.FindingsThe results reveal that customer satisfaction and delight are two key antecedents to the process of building loyalty towards restaurants and that the responses depended on restaurant type and client LTO.Practical implicationsThe study advances recommendations to restaurant managers and gastronomic marketing specialists. Moderate restaurants should satisfy the customer without offering additional services while medium-scale establishments should design actions perceived as an extra that surprise the client. Moreover, it is more important to offer delight to short-term oriented clients than to long-term oriented clients.Originality/valueThe global character of the hospitality industry implies that achieving customer loyalty requires going further than generating favourable attitudes. This has led the academic world to place more interest on the issue of delight perceived by the client. In this sense, the present study examines exclusively the long-term cultural dimension due to the little attention it has received in hospitality literature. Finally, the advances offered by the PROCESS software in analysing indirect conditional effects renders it possible to identify the different levels of customer LTO towards different types of restaurants.

How Does Anxiety Affect the Relationship between the Customer and the Omnichannel Systems?

Omnichannel is not just a marketing, e-commerce, or customer support buzzword. This future customer engagement platform helps businesses communicate with customers through centralized channels on a smart interface. It is difficult to achieve customer loyalty when the risk in online transactions, which creates anxiety, exists in all transaction processes in an omnichannel system. Hence, the purpose of this research was to analyze the influence of anxiety on relationships when clients purchase from an omnichannel platform using the stimulus–organism–response (SOR) paradigm. To fulfill study aims, qualitative and quantitative research approaches were used. In-depth interviews and focus group discussions were used to acquire qualitative data, while survey responses from 485 participants were used to collect quantitative data. This study’s results revealed relationships between consumer psychology factors such as perceived mental benefits, hedonic value, and anxiety. Moreover, customer anxiety in omnichannel can be measured as a novel and exact concept in marketing science and have a moderating role in the effect of perceived mental benefits on electronic loyalty and perceived mental benefits on hedonic value in omnichannel systems. As a result, enterprises were also offered various managerial implications to develop their omnichannel system.

The Role of Sustainable Service Quality in Achieving Customer Loyalty in the Residential Housing Industry

The aim of this study is to investigate and observe the effect of (1) sustainable service quality on sustainable construction, reliability, assurance, tangible, empathy, responsiveness, customer satisfaction, customer loyalty; (2) customer satisfaction on customer loyalty; and (3) customer satisfaction in mediating the relationship between sustainable service quality and customer loyalty. The investigation of sustainable service quality employed a survey for homeowner from sixty-three housing developer which listed in Indonesia Stock Exchange. This study will use a quantitative approach, where the research data that has been collected will be processed and examined using structural equation modeling (SEM) based on AMOS version 26. There are 215 homeowners assessed for this study. The results of this study revealed that Sustainable Service Quality elements namely sustainability construction, reliability, assurance, tangible, empathy, responsiveness significantly and directly influence customer satisfaction. In addition, customer satisfaction significantly influences customer loyalty. Finally, the significant of this study is to prove that the implementation of sustainability construction and service quality affecting homeowners’ satisfaction and loyalty.

The Role of E-Marketing in Achieving Customer Loyalty / Analytical Study of The Opinions of a Sample of Workers in Al-Mansour Mall, Baghdad, Iraq

The Role of E-Marketing in Achieving Customer Loyalty / Analytical Study of The Opinions of a Sample of Workers in Al-Mansour Mall, Baghdad, Iraq

Relationship Marketing and Customer Loyalty in Ghana’s Informal Economy: Does Customer Perceived Value Matter?

ABSTRACT In this study, we seek to understand the role of relationship marketing in achieving customer loyalty in Ghana’s informal economy. The study further investigated the role of customer perceived value as a pass-through mechanism for the relationship between relationship marketing and customer loyalty. We collected primary data from 229 customers of informal economy operators in Accra. The data was then analyzed using structural equation modeling utilizing the STATA 15 Package. Our findings indicate that commitment is the only fundamental relationship marketing factor investigated that has a direct influence on customer loyalty in the informal business context. Trust and conflict handling on the other hand benefit significantly from the presence of customer perceived value whereas communication seems to have negligible effects. Consequently, scholars and marketing practitioners seeking to deploy the relationship marketing concept in the informal economy need to be aware of these contextual interplays and how they shape further discussions of the relationship marketing theory.

The Influences of Services Marketing Mix (7ps) on Loyalty, Intentions, and Profitability in the Egyptian Travel Agencies: The Mediating Role of Customer Satisfaction

ABSTRACT Services marketing mix (7Ps) has a significant role in promoting customer’s satisfaction and loyalty. The present study, using structural equation modeling WarpPLS version (7) is used, aims at investigating the influences of (7Ps) on tourist’s loyalty. In addition, it measures the mediator effect of tourist’s satisfaction, consumer purchase intentions, and company profitability. Findings revealed that all dimensions have positively affected tourist’s satisfaction directly, and tourist’s loyalty indirectly. Consumer purchase intentions and company profitability are partial mediators between tourist’s satisfaction and tourist’s loyalty. The present study provides a deep understanding of services marketing mix strategies that stay needed for keeping a long-term link between managers of travel services and tourists. Several implications for travel agencies managers were suggested to achieve customer loyalty and consequently guarantee their company profitability.

The Impact of Brand Image on Customer Loyalty: An Applied Study in Istanbul

The worldwide scale of markets has witnessed a lot of challenges in the production and marketing of consumer goods. As a result of the openness to the international markets, most companies are bound to take decisions, not just in terms of distribution network and place of production, and pricing policies, but likewise in terms of brand image. This study is geared at explaining the relationship between brand image and customer loyalty, and the impact of brand image on customer loyalty. Within the context of this study, brand image is used as the independent variable, while customer loyalty is used as the independent variable. Out of 200 questionnaires administered to people, this study is based on the answers from 150 respondents of a valid questionnaire that is employed as a data collection instrument. Correlation analysis was used to analyze the relationship existing between the variables, while regression analysis is also performed to examine the impact of brand image on customer loyalty. The result show that brand image significantly affects customer loyalty, and there are correlated. Therefore, it is recommended that companies should take into consideration on improving and/or building of brand image so that they can be more competent and increase their market share thereby successfully achieving customer loyalty, likewise satisfaction. Keywords: customer loyalty, brand image, customer satisfaction DOI: 10.7176/JMCR/85-06 Publication date: April 28 th 2022