Affect Customer Loyalty Research Articles

ANALISIS RASIO LIKUIDITAS DALAM MEMENUHI KEWAJIBAN PADA PERUSAHAAN DAGANG YANG TERDAFTAR DI BURSA EFEK INDONESIA

The objective of this research is to analyze the liquidity ratio in measuring the company's ability to meet obligations in trading companies listed on the Indonesia Stock Exchange. The usefulness of the research results is expected to contribute to the understanding of solving issues related to the analysis of factors affecting customer loyalty and can be used as a consideration for the companies studied in taking corrective steps for the future. It can also be used as an evaluation material in determining future company strategies. Financial ratio analysis is a part of business or risk prospect analysis for decision-making purposes by evaluating the business environment, strategy, and the company's financial position and performance. The financial statement analyses commonly used by companies include liquidity analysis, solvency analysis, and profitability analysis. Liquidity analysis provides insights into a company's ability to match short-term liabilities maturing with current assets. The liquidity ratio owned by the company can be used as an evaluation material and for the effectiveness of company management. Based on these issues, the author conducted research on "Liquidity Ratio Analysis in Meeting Obligations in Trading Companies Listed on the Indonesia Stock Exchange" using annual financial reports for the period 2020-2022. The data analysis technique in this study uses descriptive analysis by collecting data, classifying data, explaining, and analyzing to provide clear information and insights into the issues being researched. The results of the study show the liquidity ratio in measuring the ability of short-term debt of trading companies listed on the Indonesia Stock Exchange (IDX) for the period 2020-2022, including PT. Bintang Oto Global Tbk, PT. Midi Utama Indonesia Tbk, PT. Wicaksana Overseas International Tbk, PT. Modern International Tbk, and PT. Perdana Bangun Pusaka Tbk. Viewed from the current ratio of 42.22% < 75%, it is categorized as unhealthy, meaning the hypothesis taken is that the company is unable to meet short-term debt obligations with the liquidity ratio. The quick ratio of 286.69% and the cash ratio of 181.31% > 150% are categorized as very healthy, thus the hypothesis taken is that the company is able to meet short-term debt obligations with the liquidity ratio.

The Influence of Marketing Mix, Perceived Brand Image and Customer Value on Loyalty Through Customer Satisfaction at Islamic Banks in Makassar City

This research investigates the influence of the Marketing Mix, Perceived Brand Image, and Customer Value on Customer Satisfaction and Loyalty at Islamic Banks in Makassar City. The study is designed to achieve three primary objectives: first, to examine the partial effects of the Marketing Mix, Perceived Brand Image, and Customer Value on Customer Satisfaction; second, to analyze the partial effects of these variables, along with Customer Satisfaction, on Customer Loyalty; and third, to assess the indirect effects of the Marketing Mix, Perceived Brand Image, and Customer Value on Customer Loyalty through Customer Satisfaction. Adopting a quantitative research approach, the study involved a population of 143,370 customers, from which a sample of 387 respondents was selected using percentage sampling. Data were gathered through questionnaires and analyzed using the Structural Equation Model (SEM). The results indicate that (1) the Marketing Mix, Perceived Brand Image, and Customer Value each have a positive and significant impact on Customer Satisfaction, (2) Perceived Brand Image, Customer Value, and Customer Satisfaction each positively and significantly affect Customer Loyalty, (3) the Marketing Mix does not have a significant direct effect on Customer Loyalty, and (4) the Marketing Mix, Perceived Brand Image, and Customer Value positively and significantly influence Customer Loyalty indirectly through Customer Satisfaction. These findings provide valuable insights into the factors driving customer satisfaction and loyalty in the context of Islamic banking in Makassar City.

The Effect of Brand Image and Somethinc’s Product Prices on Customer Loyalty with Customer Satisfaction as Intervening Variable

This research aims to analyze the relationship between brand image and price and how it affects customer loyalty for Somethinc products and customer satisfaction as intervening variable. This study uses a quantitative approach, collecting primary data via questionnaires using survey methods. In the research sampling, the purposive sampling technique was used. A total of 200 people who used Somethinc product made up the research sample. The Smartpls application was then used to evaluate the survey data using the SEM-PLS analysis technique. According to the study's findings, brand image and price affect customer satisfaction, but brand image have no bearing on customer loyalty. Price and customer satisfaction, on the other hand, have an affect on consumer loyalty. Additionally, this study's findings show that customer satisfaction is proven to be able to mediate the indirect effect of brand image and price on Somethinc's customer loyalty

LINKING CORPORATE TRUST, CORPORATE IMAGE, AND CUSTOMER LOYALTY: THE MEDIATING ROLE OF PERCEIVED DECEPTION

Deceptive advertisement is a primary factor affecting customer loyalty because when people do not receive what they expect from advertisements, they tend to avoid using those brands. Although past researches have addressed the perceived deception in advertisements and its impact on customer loyalty, there is a lack of studies focusing on the mediating role of corporate trust, corporate image, and perceived deception in relation to customer loyalty. Household consumers were chosen as the target population due to their exposure to advertisements. A sample of 250 individuals participated in this study. Smart PLS was used for data analysis. This study confirms that perceived deception, corporate trust and corporate image play a significant mediating role in establishing customer loyalty. The findings of this study can assist marketers in developing new designs and strategies that do not mislead customers. It will also help marketers to identify the factors that should be considered when designing advertisements.

A Structural Model for Examining how Service Quality, Trust, Perceived Value, Customer Expectations Affect Customer Loyalty: A Case Study of 3- and 4-Stars Hotels in Durres, Albania

In the nowadays society, the tourism industry is rapidly expanding and becoming a global powerhouse. This study aims to determine the impact of service quality on trust, perceived value, and customer expectations within tourism sector, and its significant implications for customer loyalty. The primary objective is to investigate the relationships among these critical factors and their combined effect on customer loyalty. The focus is on the Albanian tourism industry, particularly on 3- and 4-star hotels in the city of Durres. Statistical analyses, including descriptive statistics, internal consistency, reliability, validity, correlation, and regression tests, were conducted to establish the relationships and validate the study. The survey was administered to 550 tourists who stayed in various 3- and 4-star hotels in Durres from May to July 2024. The study found positive relationships between service quality and trust, service quality and perceived value, and service quality and customer expectations. These variables are identified as precursors to customer loyalty. Received: 2 June 2024 / Accepted: 25 July 2024 / Published: 29 July 2024

PENGARUH PROMOSI, KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DAN LOYALITAS KONSUMEN PADA RENGGINNANG BERLIAN SRIANTI DI SITUBONDO

Micro, Small, and Medium Enterprises (MSMEs) are pivotal for Indonesia's economic progress, offering a robust national economic base and substantial employment opportunities. This study aims to explore how promotion, product quality, and service quality influence customer satisfaction and loyalty. Conducted as explanatory research, the study focuses on customers of Rengginang Berlian Srianti in Situbondo, sampled through simple random sampling. Data analysis and hypothesis testing utilized Partial Least Squares Structural Equation Modeling (PLS-SEM). Findings from Smart PLS 3.0 indicate that promotion does not significantly affect customer satisfaction, whereas product quality and service quality do. However, promotion does not significantly impact customer loyalty, nor does product quality directly influence it. Interestingly, service quality does positively affect customer loyalty. Moreover, customer satisfaction does not significantly correlate with customer Loyalty. Indirectly, Promotion positively affects Customer loyalty through customer satisfaction, albeit insignificantly. Conversely, product quality and service quality negatively influence customer loyalty via customer satisfaction, though not significantly.

The Effect of Organizational Culture on Employee’s Performance and Productivity

The objective of this research is to investigate the effects of organizational culture on employee performance and productivity, analyze its impact on employee behavior, and explore its benefits for employees and customers. The primary research questions are: (1) What is the impact of organizational culture on employee performance and productivity? (2) What role does organizational culture play in influencing employee performance and productivity? (3) What benefits does organizational culture provide to employees and customers? The hypotheses are: (1) Organizational culture directly impacts employee performance and productivity. (2) Organizational culture plays a vital role in enhancing employee performance and productivity. (3) Organizational culture increases organizational performance, motivates employees to achieve organizational goals, and affects customer loyalty. The research employs a binary system approach and collects data from both primary and secondary sources. Primary data was gathered through a survey of 50 questionnaires distributed to students at Jahan University. Secondary data was sourced from books, websites, and research papers. The findings indicate that organizational culture is practiced within the organization and is perceived as important for improving employee performance. This is supported by the statistically significant contributions of mission and involvement to employee performance. However, consistency and adaptability, while positively correlated with performance, were not statistically significant. The study concludes that not all cultural dimensions significantly contribute to employee performance, suggesting that other unexamined factors may also play a role.

Pengaruh Citra Merek, Komunikasi Pemasaran, Dan Inovasi Terhadap Loyalitas Konsumen Cadbury Di Kota Batam

The chocolate sector in Indonesia has rapidly transformed, driven by evolving formulations that cater to local tastes and preferences. To meet diverse consumer needs and enhance satisfaction, the chocolate industry, particularly Cadbury, continues to innovate in product formulation, flavor, and packaging. This study evaluates the impact of brand image, marketing communication, and innovation on consumer loyalty to Cadbury in Batam. Using a descriptive quantitative methodology, the study targets customers aged 17 and above who have purchased Cadbury chocolate at least twice in Batam City. With an indeterminate population size, the Jacob Cohen formula determined a sample size of 204 respondents. Data was collected through Google Forms and processed using SPSS, including descriptive tests, validity tests, reliability tests, multicollinearity tests, heteroscedasticity tests, coefficient of determination tests, t-tests, and F-tests. Results show that brand image positively and significantly affects customer loyalty. Marketing communication also has a significant positive impact, while innovation plays a crucial role. The combined influence of brand image, marketing communication, and innovation highlights the multifaceted nature of consumer loyalty, with each factor uniquely contributing to overall loyalty.

Should Your Brand Go Sustainable: The Case of Skincare Brand in Indonesia

Nowadays, sustainability is a common issue among Indonesians. Many brands go sustainable to grab the green community into buying their products, no exception for skincare products. Furthermore, skincare is now a must-have essential for everyone, which makes skincare brands consider going sustainable; using green marketing techniques could also increase customers’ perceived quality and, at the same time, reduce perceived risk, which will directly affect customer loyalty. This research used a quantitative approach through an online survey with 149 sustainable skincare customers. Researchers found that Sustainable perceived risk significantly impacts customer trust, customer trust also significantly impacts customer loyalty, and sustainable perceived quality significantly impacts customer loyalty. Furthermore, the country of origin factor significantly affects sustainable perceived quality’s impact on customer trust positively.

The Analysis of service quality and price on consumer loyalty through customer satisfaction as a mediating variable during the Covid-19 transition period (case study of 4-stared hotels in Jember)

This research focuses on the Jember Branch of the PHRI (Indonesian Hotel and Restaurant Association) Association as the main reference in formulating hotel marketing strategy policies, both during the transition period of the COVID-19 pandemic and after. Quantitative methods using SPSS 21 were used in this study, with the population consisting of hotel visitors who had stayed at four-star hotels in Jember City. This research began by conducting surveys and testing research instruments. After obtaining valid instruments, surveys are conducted through interviews and questionnaires to collect primary and secondary data. The collected data is then processed using the SPSS statistical application. The next step is to compile a final report based on the results of data analysis, as well as produce scientific publications as an output of this research. The results showed that service quality has a significant influence on customer loyalty and satisfaction. In addition, price also affects customer loyalty and satisfaction at Four Star Hotels in Jember Regency. Customer satisfaction, in turn, affects customer loyalty, as well as mediates the relationship between service quality and price with customer loyalty to Four Star Hotels in Jember Regency.

Determinasi Brand Image, Kualitas Layanan dan Digital Banking Terhadap Loyalitas Nasabah Dimediasi Kepuasan Nasabah BSI KCP Malang Soetta

The purpose of this research is to determine the influence of Brand Image, Service Quality, and Digital Banking variables on Customer Loyalty through Customer Satisfaction at BSI KCP Malang Soetta. This research uses a quantitative approach. The technique used is non-probability sampling which was taken using a purposive sampling technique. The population in this research is Bank Syariah Indonesia customers. The number of samples in this research was 200 customers. Hypothesis testing in this research uses the Smart PLS 3 test tool. The data used is the result of a questionnaire that has been distributed to BSI KCP Malang Soetta customers. The results of this research show that the brand image variable does not affect customer loyalty. The service quality variable influences customer loyalty. The digital banking variable affects customer loyalty. The customer satisfaction variable influences the customer loyalty variable. The customer satisfaction variable is not able to mediate brand image with customer loyalty. The customer satisfaction variable can mediate the service quality variable with the customer loyalty variable. The customer satisfaction variable can mediate the digital banking variable with the customer loyalty variable.

The Influence of Service and Product Quality Through Customer Satisfaction on Customer Loyalty of Pt Bank Mandiri, Tbk. Tanjung Balai Sub-Branch Office

This research aims to determine the influence of service and product quality on customer loyalty through customer satisfaction at PT Bank Mandiri, Tbk.Tanjung Balai Sub-Branch Office. This research is quantitative empirical research using hypothesis research which tests the significant influence and direction of direct relationships and indirect relationships between independent variables and dependent variables through intervening variables. This research used a purposive sampling technique which is part of the non-probability sampling technique. The sample of 100 people was obtained from a population of 20,088 by taking samples using the Slovin formula. The data used in this research is primary data obtained directly from the sample through a questionnaire and measured using a Likert scale. Based on the results of statistical tests using the Smartpls application, it was found that service quality does not directly have a significant effect on customer loyalty, while the product quality of Livin Mandiri has a significant effect. Indirectly, service quality does not affect customer loyalty through customer satisfaction. Indirectly, the product quality of Livin Mandiri has an impact on customer loyalty through customer satisfaction.

EXAMINING THE CONTRIBUTIONS OF BRAND IMAGE AND PERCEIVED QUALITY TO CUSTOMER LOYALTY THROUGH SATISFACTION AND TRUST

This research aims to evaluate interconnection between brand trust, brand image, customer satisfaction, customer loyalty and perceived quality among 350 reputable brands customers. Thus, study proposes the use of Structural Equation Modeling (SEM) to examine these constructs and their relationship in the context of customer loyalty. The analysis of internal consistency reveals that all constructs are highly reliable with Cronbach’s Alpha values greater than 0.70. Validity analysis, using the Heterotrait-Monotrait Ratio (HTMT), ensures distinctiveness amid constructs. SEM results show significant positive effects: brand trust and brand image both enhance customer satisfaction and loyalty, while the perceived quality positively influences both satisfaction & loyalty. Moreover, customer satisfaction mediates the impact of brand image and perceived quality on customer loyalty. Additionally, the study examines moderating variables, finding that some significantly affect customer loyalty. These findings provide actionable insights for the managers in manufacturing SMEs, emphasizing importance of building brand trust and image, ensuring high perceived quality and fostering the customer satisfaction to cultivate the customer loyalty.

The Effect of Service Quality and Mobile Banking Applications on Customer Loyalty with Satisfaction as a Mediating Variable in Suryopranoto Branch Bca Customers

This study explores the impact of service quality and mobile banking applications on customer loyalty, with customer satisfaction acting as a mediating factor (focusing on patrons of BCA Suryopranoto). The quantitative methodology examines hypotheses through a dataset comprising 280 customer responses. These responses were collected via direct surveys distributed to the customers. The Partial Least Structural Equation Modeling (PLS-SEM) technique was utilized for the analysis, specifically through SmartPLS 3.2.8 software. The data processing and analysis outcomes reveal that service quality and mobile banking applications significantly affect customer loyalty, which is crucial in mediating customer satisfaction. Research findings indicate that directly addressing service quality, mobile banking applications, and customer loyalty is pivotal in achieving customer satisfaction.

Analysis of Factors Affecting Customer Loyalty to Starbucks

Analysis of Factors Affecting Customer Loyalty to Starbucks

Do continuity Marketing, one-to-one marketing, Partnering Programs and Corporate Social Responsibility Define Customer Loyalty of a Bank Company? The Intervening Role of Customer Satisfaction

Customer loyalty is an important factor for the success of the banking industry, both to create short-term and long-term profits in terms of finances and company reputation. This research was then aimed at analysing the influence of continuity marketing, one-to-one marketing, partnering programs, and corporate social responsibility on customer loyalty and the role of customer satisfaction as a mediator in this relationship. This research used a quantitative approach, with the chosen population being all customers who use all types of products or services at Bank Jatim Main Branch Surabaya. The sample determined was 250 samples, selected using purposive sampling. Research data was obtained through a survey mechanism, and the research data was then analysed using PLS-SEM (Partial Least Square - Structural Equation Modeling). The results of data analysis showed that continuity marketing, partnering programs, and corporate social responsibility had a significant effect on customer satisfaction, while one-to-one marketing did not have a significant effect on customer satisfaction. Furthermore, continuity marketing, one-to-one marketing, partnering programs, corporate social responsibility, and customer satisfaction significantly affect customer loyalty. This research also proved that customer satisfaction can mediate the influence of continuity marketing and corporate social responsibility on customer loyalty.

PENGARUH ISLAMIC MARKETING MIX TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI PADA PELANGGAN MILENIAL SHOPEE

This study aims to analyze and identify the impact of the Islamic marketing mix on customer loyalty, with customer satisfaction as a mediating variable. This research is a quantitative study with 159 samples of Shoppe millennial Muslim customers. This research uses random sampling and convenience sampling. The findings in this research show that the promotion of products, people, and places significantly affect customer satisfaction. Besides that, process, price, and physical evidence do not considerably affect customer satisfaction. Physical evidence, product, and promotion significantly affect customer loyalty, and variable people, price, place, process, and customer satisfaction do not substantially affect customer loyalty. Thus, it means promotion, physical evidence, price, process, people, product, and place can not be mediated by customer satisfaction on Shopee customer loyalty. This study has practical implications for people with online businesses who want to choose the right marketing strategy for creating customer satisfaction and loyalty in the Millennial era. This study could also be a reference for future researchers who will do Islamic marketing mix research by using the other variables and reset subjects.

Pengaruh Kualitas Produk, Kualitas Pelayanan dan Harga Terhadap Loyalitas Pelanggan di Toko Kopi Bersaudara

This research aims to find out: (1) the influence of product quality on customer loyalty at a Toko Kopi Bersaudara, (2) the influence of service quality on customer loyalty at a Toko Kopi Bersaudara, (3) the effect of price perceptions of customer loyalty at a Toko Kopi Bersaudara, and (4) the influence of product quality, Service quality, and price perception of customer loyalty at a Toko Kopi Bersaudara. This research is a quantitative descriptive study with a customer population at a coffee shop. Samples taken as many as 100 people with the survey data collection method using a questionnaire as a research instrument. Data analysis in this study includes validity test, realiability test, multiple linear regression analysis, F test (simultaneous test), T test (partial test), and analysis of coefficient of determination (R²). From the results of this study indicate that the variable of the product, service quality, and price perceptions have a positive and significant influence on customer loyalty at a Toko Kopi Bersaudara. The results of the research obtained based on the F test are Fcount> Ftable (64,535> 3,090) and the value of the sig. 0,000 <0.05 so the product quality variable, customer quality and price perception simultaneously have a positive and significant effect on customer loyalty (Y) at a Toko Kopi Bersaudara. Service quality is the most dominant variable affect customer loyalty at the Toko Kopi Bersaudara.

Understanding the influence of religiosity, halal label, eco label, and halal green perception on customer loyalty

The growth of the cosmetics industry in the world has increased rapidly in recent decades. Cosmetics manufacturers face intense competitive pressure, both from halal cosmetics products and regular cosmetics products. The existence of this intense competition requires companies to be responsive to consumer needs, so companies must ensure that their product offerings are aligned with consumer demand, to encourage consumer adoption. As explanatory quantitative research, the purpose of this research is to figure out the characteristics of muslim women Generasion Z and determine the effect of Religiosity, Halal Label, Eco Label and Halal Green Perception on Customer Loyalty, both directly and indirectly. The object of this research is a Muslim women Generation Z who uses halal green cosmetics in Malang City with a total sampel of 200 respondents.The technique of collecting data using a closed questionnaire and analyzed with SmartPLS 3.0. As a result, religiosity has no significantly influence on customer loyalty, but Halal Label and Eco Label significantly affect customer loyalty. Furthermore, religiosity, halal label and eco label have a directly positive impact on halal green perceptions. It is worth noting that Halal Green Perception also indirectly plays a role by mediating between religiosity, halal label and eco label on customer loyalty. Although religiosity does not play a direct role in influencing Customer Loyalty, it does not mean that these products cannot attract Generation Z's interest. It should be noted that although the level of Religiosity of Generation Z varies, this generation can still choose halal green cosmetics based on considerations of product quality assurance such as halal label and eco label.

Unraveling customer satisfaction and loyalty at university pool: The impact of marketing mix and service quality

Not a few universities currently also act as public services which also provide services to the community, including swimming pool services. This study aims to determine the effect of marketing mix and service quality on customer satisfaction and customer loyalty. The research method used is associative research with a quantitative approach. The subjects of this study were customers in the Universitas Negeri Yogyakarta (UNY) swimming pool of with 102 respondents. Sampling using purpossive sampling technique. Data collection using the survey method using an instrument in the form of a questionnaire. The object of research is marketing mix, service quality, customer satisfaction, and customer loyalty. Data analysis using Structural Equation Model (SEM) analysis techniques with the help of AMOS 22 software. Quantitative descriptive data analysis techniques using SEM assumption tests to analyse the effect of several variables on other variables simultaneously. The results showed that the hypotheses formulated in this study consisted of 4 hypotheses and all were proven to have an effect. The results obtained show that marketing mix affects customer satisfaction, service quality affects customer satisfaction, marketing mix affects customer loyalty, and service quality affects customer loyalty of UNY swimming pool. The research results are proven by the probability value (P values) 0.05. Therefore, it can be concluded that the research hypothesis is proven to be significantly accepted by this research data based on the results of SEM analysis using the AMOS version 22 software.