Affect Customer Loyalty Research Articles

Customer Loyalty: Security, Sales Promotion, And E-Service Quality

This research aims to analyze the effect of security, sales promotion, and e-service quality on customer loyalty of OVO e-wallet users in Kudus City. This research uses a type of field research or a quantitative approach. The research population is OVO e-wallet users in Kudus City, whose total is not known with certainty. The sampling technique used in this study used accidental sampling with 100 respondents of OVO e-wallet users in Kudus City. The data collection technique used is a questionnaire, and the analysis technique is multiple linear regressions with the help of the SPSS version 26 program. The results showed that security positively and significantly affects customer loyalty. Sales promotion positively and significantly affects customer loyalty. E-service quality positively and significantly affects customer loyalty. Security, sales promotion, and e-service quality significantly simultaneously affect customer loyalty. Companies can use this research as a source of information used to improve security, sales promotion, and e-service quality so that OVO e-wallet customer loyalty can also increase.

Analysis Of Promotion And Service Quality On Customer Loyalty At Pln Tanjung Pura Ulp Mediated By Customer Satisfaction In The Use Of Pln Mobile Application

This research investigates the impact of promotion, service quality, and emotional bonding on customer loyalty at PLN Tanjung Pura ULP, mediated by customer satisfaction through the PLN Mobile application. Utilizing a quantitative approach with structural equation modeling, the study reveals that promotion and service quality significantly influence customer satisfaction, subsequently affecting customer loyalty. The findings emphasize the importance of effective promotional strategies, high service quality, and emotional connections in enhancing customer satisfaction and loyalty. Recommendations include promoting PLN Mobile adoption through step-by-step guidance, improving service quality through employee training and customer feedback, and fostering emotional bonds with special offers for loyal users. Overall, the study highlights the interconnected dynamics shaping customer loyalty in the context of PLN Mobile usage.

Measuring the mediating role of e-trust in the relationship between e-service quality and e-loyalty on gen Z users of the shopee Apps

This study aims to investigate the effect of e-service quality, e-trust, and e-loyalty on Shopee application users Gen Z in Malang. This observation demographic consists of Shopee application users in Malang City, which is included in the Z generation. This research is included in the category of explanatory research using a quantitative approach. Primary data is obtained from the facts collected by sending questionnaires to 150 respondents who have used the Shopee application, as well as using the Gform application to distribute data. Data analysis using partial least squares (SEM-PLS) 3.3 software to test the validity, reliability, path analysis, and testing of mediation variables. The findings of this study indicate that e-service quality has a positive effect and directly affects e-loyalty. The direct effect of e-service quality on e-trust also has a positive and significant influence. The findings of this study also show that e-trust can mediate the influence of e-service quality on e-loyalty. Conclusion In the results of this study, it is expected that the Shopee e-commerce application will continue to be able to improve the quality of goods and services to the maximum, which is useful for attracting customers to be loyal. Increasing e-service quality provided by service providers, especially e-commerce, will affect customer loyalty and encourage repeated use of applications.

THE INFLUENCE OF ENTERPRISE MOBILE LIVE-STREAMING MARKETING OPERATIONS ON CUSTOMER LOYALTY

This study aims to analyze the influence of enterprise operation on mobile live-streaming marketing platforms and its quality on customer behavior, which has been analyzed based on the previous studies with the developed questionnaire, in which 414 collected sets in China as a sample. Enterprises and online platforms in the context of mobile live streaming have three constructs: system quality, information quality, and service quality. These factors would influence customer behaviors regarding perceived usefulness and trust in both enterprise and platform, affecting customer loyalty. Moreover, several findings have proved the direct relationship between those factors in a specific context and area. In contrast, the new results reveal more complex relationships, such as indirect relationships between those factors. In addition, this paper will contribute more practical suggestions to enterprises that want to magnify their advantages through mobile live-streaming marketing platforms.

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.

Analysis of e-Service Quality, e-Trust, Promotion, e-Customer Satisfaction, and e-Customer Loyalty of Flip Application Customers in the Special Region of Yogyakarta

This research aims to find how service quality, e-trust, and promotion affect customer loyalty mediated by e-customer satisfaction with the Flip application in the Special Region of Yogyakarta. This research uses purposive sampling techniques. The number of samples used in this research was 105 respondents. The data analysis tool used in this research is Partial Least Square. The results in this study are (1) e-service quality positively affects customer satisfaction; (2) e-service quality positively affects customer loyalty; (3) e-trust positively affects customer satisfaction; (4) e-trust positively affects customer loyalty; (5) promotion positively affects customer satisfaction; (6) e-customer satisfaction positively affects customer loyalty; (7) e-service quality positively affects customer loyalty through e-customer satisfaction; (8) e-trust positively affects customer loyalty through e-customer satisfaction; and (9) promotion positively affects customer loyalty through e-customer satisfaction. The research team suggests that Flip companies pay more attention to e-service quality through several indicators, such as improving the application to avoid frequent errors, compensating users if an application system error occurs during transactions, and providing better service assistance contacts.

Analysis Of The Influence Of Customer Satisfaction, Customer Value And Service Quality On Customer Loyalty Of State-Owned Bank In Indonesia

This study set out to examine how customer value and service quality affect customer satisfaction and how that affects customer loyalty. Purposive sampling is used in this study to choose 100 respondents who are bank clients who establish accounts in the regional offices in some big cities in Indoensia with a minimum account opening age of one year. The path analysis approach and the Sobel test are used in this study to assess the impact of intervening factors. The results of this study show that while customer value influences both customer happiness and loyalty, service quality only has an impact on customer satisfaction and does not affect customer loyalty. The results indicate that, in terms of indirect impacts, customer value has no influence on customer loyalty through customer satisfaction, and service quality has no effect on customer loyalty through customer satisfaction

The Influence of Product Quality and Digital Marketing on Customer Loyalty in Coffee Bean Products at Titik Tuju Kediri

This research aims to determine the influence of product quality and digital marketing partially and simultaneously on customer loyalty to coffee bean products at Point Tuju Kediri. The population in this study were customers who bought coffee bean products, with a sample of 96 respondents. The sampling technique is to use Non-Probability Sampling. This research focuses on marketing issues, especially to determine how much influence product quality and digital marketing have on loyal customers. Based on the results of the study And analysis, we can conclude that Product quality significantly affects customer loyalty to coffee bean products in Point Tuju Kediri, and digital marketing partially has no effect on customer loyalty. Product quality and digital marketing simultaneously significantly affect customer loyalty to coffee bean products in Point Tuju Kediri.

DETERMINANT OF CUSTOMER LOYALTY FOR BANK SYARIAH INDONESIA AFTER M&A ACTIVITY BASED ON CONFIRMATORY FACTOR ANALYSIS

Introduction: The government of Indonesia consolidated three state-owned Islamic banks to become Bank Syariah Indonesia. Customer loyalty is affected by merger operations. The goal of this study was to look at how operational integration variables, information technology integration, bank location, service quality, bank human resource quality, and product quality affected customer loyalty at BSI's predecessor banks (Bank Syariah Mandiri, BNI Syariah and BRI Syariah).
 Methods: Primary data was collected using a questionnaire tool. Confirmatory Factor Analysis was employed as the analytical method.
 Results: Consumer loyalty to BSI post the merger is influenced by a number of variable aspects, according to the study's findings. All operational integration variables, IT integration, bank location, service quality, HR quality, and product quality have a major effect on BSI customer loyalty, but the operational integration variables, IT integration, and product quality have the most significance.
 Conclusion and suggestion: BSI perform operational integration, fast and good IT integration, and has better product quality than before the merger, the most influencing factor for customers to be loyal to BSI is when BSI performs operational integration, fast and good IT integration, and has better product quality than before the merger.

Satisfaction and Loyalty of Consumers of Dried Mackerel (Scomberomorus commersoni) In Bengkulu City

Dried mackerel fish is a type of processed mackerel fish. Even though mackerel is in dry form, many people consume it. To analyze the level of consumer satisfaction and consumer loyalty and analyze the factors that influence the level of satisfaction and loyalty of dried mackerel in the city of Bengkulu. CSI (Customer Satisfaction Index) analysis tool to analyze satisfaction levels, Loyalty Pyramid to analyze Loyalty levels and Structural Equation Modeling (SEM) to analyze the influence between variables. The results of the CSI calculation are 79.59%. Consumer loyalty for dried mackerel in Bengkulu City, with the highest score, lies in the Liking the Product category, with a value of 143%. These results indicate the level of consumer satisfaction for dried mackerel in Bengkulu City is included in the satisfaction criteria with CSI values ​​between 66% -80.99%. Loyalty levels produce an inverted pyramid shape. In the simultaneous test, the direct effect of the product quality, price and place variables significantly affect satisfaction. Still, the service quality variable does not affect satisfaction. In the simultaneous test, the direct effect of product and service quality variables significantly affects customer loyalty. In contrast, the price and place variables do not significantly affect customer loyalty. The results of the analysis of the indirect effect showed that the service quality variable has no significant effect on loyalty through satisfaction, and product quality, price and place variables have a significant effect on consumer loyalty Dried Mackerel through satisfaction. Dried Mackerel traders can maintain the taste of dried Mackerel through salting and drying processes using the PEHI LING drying concept (Practical Economical and Hygienic with an Environmental Insight).

Menghubungkan Pengalaman Pelanggan, Kepuasan Dan Loyalitas Dengan Kekuatan Dan Kinerja Merek Di Bangka City Hotel

The COVID-19 pandemic has had a significant impact on the decline in hotel consumption levels. To survive and compete in the market, hotels must be able to maintain their brand strength and performance. This study aims to determine the relationship between customer experience, customer satisfaction, and customer loyalty on brand strength and brand performance in the hospitality industry. The focus is on the importance of the role of the three consumer constructs on brand value. This paper uses a descriptive research design and quantitative approach where data collection is done by distributing online questionnaires to respondents through Google Forms. The selected population is tourists who have stayed at Bangka City Hotel in Bangka Belitung, with a sample size of 170 respondents. The results showed that from the customer's point of view, customer experience has an impact on customer satisfaction which affects customer loyalty. In addition, customer loyalty is a factor that affects brand value, including brand strength and performance. Therefore, customer loyalty is a strong predictor of brand value in the hospitality and tourism industry. By strengthening this area, companies will have great resources and opportunities to build brand strength and brand performance. customer loyalty is a strong predictor of brand value in the hospitality and tourism industry.

How social CRM and customer satisfaction affect customer loyalty

Purpose Based on relationship marketing theory, this study aims to test the effect of social customer relationship management (social CRM) on customer satisfaction (CS) and loyalty (CL). Design/methodology/approach To assess the proposed framework, structural equation modeling was performed on the data of 314 automotive customers surveyed online. Findings Social CRM dimensions [traditional CRM (TCRM) and social media (SM) technology use] have a direct and positive effect on CS. On the other hand, only TCRM has a direct and significant influence on CL, while the SM technology use effect seems to be indirect rather than direct. Indeed, the findings have provided empirical support for the contention that CS plays a mediating role between social CRM dimensions and CL. Practical implications In the automotive sector and developing countries in particular, companies’ managers could increase CS and CL and consequently enhance their competitiveness and market share by adopting an effective social CRM strategy. From this perspective, companies should focus their social CRM campaigns on the most SM used by customers, offer personalized choices and improve customer experience, interaction and value co-creation. Originality/value This paper enriches the understanding of how social CRM can affect CS and CL. The scales of social CRM, CS and CL were validated in the context of developing countries and the automotive sector. Furthermore, the direct and mediating effect of CS between social CRM (TCRM and SM) and CL was also confirmed.

Pengaruh Komunikasi Pemasaran, Inovasi Produk, dan Citra Perusahaan terhadap Loyalitas Pelanggan Dua Coffee

This research aims to analyze the factors influencing customer loyalty at Dua Coffee Cipete, focusing on marketing communication, product innovation, and corporate image. The research methodology employs a survey approach, collecting data through the distribution of questionnaires to Dua Coffee Cipete customers. Probability sampling is utilized, with the technique of simple random sampling to select 96 respondents based on the formula recommended by Wiliam. Data analysis is conducted using hypothesis testing to identify the influence of independent variables on the dependent variable, namely customer loyalty. Hypothesis testing is performed partially to evaluate the contribution of each independent variable to customer loyalty, with significant effects assessed through a comparison of the t-value with a significance level of α = 0.05. The findings of this research are expected to contribute to the understanding of factors affecting customer loyalty in the coffee industry, particularly at Dua Coffee Cipete. The analysis results indicate that marketing communication has a positive and significant impact on customer loyalty, while product innovation has a negative yet insignificant influence on customer loyalty. Meanwhile, the corporate image has a positive and significant effect on Dua Coffee customer loyalty. Based on these conclusions, it is recommended that the management of Dua Coffee Cipete maintain and enhance effective marketing communication strategies while paying attention to product innovation aspects that can increase customer satisfaction. This research provides a foundation for strategic decision-making to strengthen Dua Coffee Cipete's position in the coffee market by improving customer loyalty.

Demonstrating the influencing factors and outcomes of customer experience in omnichannel retail

As omnichannel retailing becomes a more prominent and pervasive shopping method, customers’ retail experiences are also changing. A key factor in developing customer loyalty is their level of satisfaction with the entire shopping experience provided by omnichannel retailers. Therefore, this study investigated the influencing factors of customer experience from the perspectives of objective omnichannel characteristics and subjective individual characteristics. The survey was conducted using a questionnaire from June 15 to July 15, 2022. Based on the data collected from 356 respondents, reliability, validity, path, structural equation model, and mediation analyses were verified using SPSS (27.0) and AMOS (27.0). The results demonstrated that among the omnichannel characteristics, only personalization positively affected the hedonic experience, while connectivity positively affected the utilitarian experience. Regarding individual characteristics, both personal innovativeness and self-efficacy had a positive impact on the hedonic experience, while only self-efficacy was shown to impact the utilitarian experience. Hedonic and utilitarian experiences both exhibited an influence on customer loyalty as components of customer experience. Furthermore, the mediation analysis revealed the mediating role of customer experience when omnichannel and individual characteristics affected customer loyalty. This study contributes to the research in the field of omnichannel customer experience and offers insightful implications for omnichannel retailers to provide optimal customer experience to improve customer loyalty.

ANALYSIS OF MARKETING STRATEGIES ON CUSTOMER SATISFACTION AND LOYALTY AT PT. INDOMARCO PRISMATAMA

This study aims to determine how marketing strategies affect customer satisfaction, how marketing strategies affect customer loyalty. Companies must have effective methods to improve optimal marketing strategies. The method that the researcher uses in this research is the qualitative method, the data analysis method uses descriptive data analysis, which is carried out through interviews in accordance with the provisions. Based on the results of this study, it is stated that the marketing strategy is very influential on customer satisfaction, which is evidenced by the perceived quality of customers when shopping at Indomaret. Forming trust and consumers tend to believe when they already know and know the optimal service at Indomaret in the East Java area. Marketing strategy is also very influential on customer loyalty, this is evidenced by repurchasing (repeat orders) and positive responses that support and agree if the goods sold at Indomaret are safe and reliable so that consumer confidence in the goods or products becomes high and weak so that it can affect interest buy.

Increased Customer Loyalty: The Role Of Service Quality, Trust, Satisfaction, And Business Process Improvement As Mediation

This study aims to analyze more deeply the relationship and influence of Service Quality, Customer Trust, and Satisfaction on Customer Loyalty of Non-Program Small Medium Enterprise (SME) Credit Customers Mediated by Business Process Improvement (Empirical Study: Bank BTN Regional Office 2). An online survey using Google Forms to SME credit customers of Bank BTN Regional Office 2 covering DKI Jakarta and Banten was used to collect data as material for this study. In this study the variables Service Quality, Customer Trust and Satisfaction as dependent variables, Customer Loyalty as an independent variable, and Business Process Improvement as mediation variables. 226 respondents met the respondent criteria. This study used Partial Least Square SEM also called PLS-SEM. The results prove that Service Quality affects Business Process Improvement, Trust affects Business Process Improvement, Customer Satisfaction affects Business Process Improvement, Service Quality affects Customer Loyalty, Trust does not directly affect Customer Loyalty, Customer Satisfaction does not directly affect Customer Loyalty, Business Process Improvement affects Loyalty Customers, Business Process Improvement affects mediating Service Quality on Customer Loyalty, Business Process Improvement affects mediating Trust in Customer Loyalty, and Business Process Improvement has an effect on mediating Customer Satisfaction with Customer Loyalty.

The Effect of Service Quality on Customer Loyalty Through Perceived Value and Customer Satisfaction of Jakarta Mobile Banking Application

Objectives: This study aims to examine the form of service quality which has profound effects on the way customers interact with firms to create positive service outcomes i.e., service quality, perceived value, customer satisfaction, and customer loyalty. Therefore, the main objective of this study is to examine the service quality’s impact on the user's perceived value, satisfaction, and loyalty in mobile banking.Methodology: This study uses a quantitative research method. The data has been collected from 498 service users through the online survey. Finding: Structural Equation Modelling is applied by using the PLS-SEM program to test the model. The study concluded that mobile banking service quality positively and significantly affects customer perceived value, customer satisfaction, and customer loyalty. Customer perceived value positively and significantly affects customer satisfaction, significantly but negatively affects customer loyalty, and customer satisfaction positively and significantly affects customer loyalty. Conclusion: This research has differences and similarities with the results of previous studies. This difference is caused by several things such as regional characteristics and participating respondents. The characteristics and behavior of consumers are unique so there may be differences in the results of the research conducted. The research results obtained from the hypothesis prove that the greater the influence of service quality, the greater the perceived value of the mobile banking application, and better customer service quality decreases customer loyalty, better customer service will further increase customer satisfaction. Better perceived value will further increase customer satisfaction, and better customer satisfaction increases customer loyalty.

THE INFLUENCE OF CUSTOMER SATISFACTION AND QUALITY OF SERVICE ON CUSTOMER LOYALTY IN USING GO-RIDE IN BANYUWANGI CITY

Go-Ride is a motorcycle taxi service based on a smartphone application. In this study it is limited to Go-Ride services because these services are very influential in assessing customer loyalty. The purpose of this study was to find out how the influence of customer satisfaction and service quality on customer loyalty in using Go-Ride in the city of Banyuwangi. This research is a quantitative research obtained from questionnaires distributed to Go-Ride consumers and then processed using SPSS. After that, the results were analyzed. The results of the study show that simultaneously satisfaction and customer service quality affect customer loyalty. And partially the satisfaction variable and service quality variable also influence customer loyalty.

Pengaruh Kualitas Pelayanan Dan Varian Produk Terhadap Loyalitas Pelanggan Toko Kelontong

This study aims to analyze the effect of Service Quality and Product Variants on Customer Loyalty at Darin Grocery Store in Cikopo Purwakarta. The source of the data in this study was obtained from a questionnaire (primary) which was distributed to the respondents. The population of this study were customers at the Darin Grocery Store in Cikopo Purwakarta. The research sample amount were 82 people. The research analysis method used is validity test, reliability test, multiple linear regression, f test and t test. The research findings indicate that the marketing strategy simultaneously affects customer loyalty. Based on multiple linear regression analysis, the coefficient of determination is 40.3%. The most dominant factor influencing is the product variance of the t test calculation. The t value for the service quality variable is 0.880, the t count for the product variant variable is 4.838. The results of the F test obtained F count of 26.715 and a significant value <0. 05.

Factors Influencing Customer Satisfaction? A Case Study of Watsons's Personal Care Store in Malaysia

Watsons's Personal Care Store has been Asia's top health and beauty retailer since 1828, which strives to satisfy customers' expectations through marketing strategies. Approximately three billion customers shop both in stores and online every year. To remain competitive in the retail business, Watsons is constantly seeking efficient ways to satisfy customers' needs while also overcoming the growing competition's challenges. This study's objective is to determine whether service quality, perceived trust, perceived convenience, and product pricing significantly correlate with customer satisfaction, which may lead to customer loyalty. This research examines approximately 150 Watsons's customers from Malaysia. The respondents were asked to answer a questionnaire via Google Form that researchers have spread through online platforms. SPSS was used to analyze our data. Once the data had been collected, the results from the respondents were expected that service quality does affect customer loyalty and satisfaction. Our results indicate that service quality, perceived trust, perceived convenience, and product pricing have a significant relationship with customer satisfaction. Additionally, customer satisfaction has an approximately complete mediating effect on customer loyalty. The findings will reveal new perspectives on customer satisfaction with Watsons's Personal Care Store.