Affect Consumer Loyalty Research Articles

How Perceived Value Mediates Muslim Consumer Loyalty to Halal Cosmetics: An Analysis of Labelling, Price, and Quality

Introduction: Community productivity is critical in maintaining quality of life to avoid disasters. The use of digital technology in the economic aspect has also provided opportunities for people far from the market to earn income to meet their living needs. Objective: This quantitative study aimed to explore the impact of halal labeling, price, and product quality on consumer loyalty toward Indonesian skincare products among Muslim consumers in the Jabodetabek area. Specifically, it examines the mediating role of perceived value in these relationships. Method: Primary data were collected through a questionnaire distributed to 115 Muslim respondents who used Indonesian skincare products from Jabodetabek. The study employed random sampling was used for the participant selection. For data analysis, Structural Equation Modeling (SEM) using Partial Least Squares (PLS) was used to assess both the direct and indirect effects of the variables. Result: This finding revealed that labeling and price do not directly affect consumer loyalty. At the same time, product quality and perceived value do, with the latter being positively influenced by price and product quality. The study also concludes that perceived value is a crucial driver of consumer loyalty, emphasizing that companies should focus on enhancing product quality and perceived value to strengthen consumer loyalty while recognizing that halal labeling, although important in principle, does not directly impact consumer loyalty or perceived value. Implication: The findings suggest that product quality and perceived value are critical drivers of consumer loyalty for skincare products targeting Muslim consumers in Jabodetabeky. Halal labeling, while necessary in principle, does not directly influence loyalty or perceived value. Companies should prioritize enhancing product quality and delivering perceived value to strengthen consumer loyalty while considering competitive pricing strategies that enhance perceived value.

The Influence of Brand Image on Customer Loyalty through Promotion as Intervening Variable on Coffeelabs Shop

The purpose of this study is to ascertain how promotions affect consumer loyalty at the CoffeeLabs Store, using brand image as a mediating variable. Customers who had bought products from the CoffeeLabs Store constituted the study's population, and 120 responses were gathered using non-probability sampling techniques. The SmartPLS 4.0 tool was utilized to do a Partial Least Square (PLS) analysis of the data. Based on the findings of the hypothesis test, the study's findings show that every hypothesis is accepted. The study's findings indicate that, with brand image acting as a mediating variable, promotions have a favorable and noteworthy impact on consumer loyalty. Keywords: Brand Image; Promotion; Customer Loyalty; Coffee Shop; Marketing

Enhancing Consumer Loyalty and Market Competitiveness: Approaching IPA-QFD in Product Development

This paper provides an overview of AA.co.Store, is a fashion business founded in 2021. Despite being in the development stage, AA.co.Store can compete with other local brands in Sidoarjo. To maintain and attract more consumers, the company focuses on improving product quality. The success of a business is measured by the number of products produced and their competitiveness in the market. Product development is crucial to increase competitiveness and attract future consumers. The quality of the product and promotional activities significantly impact customer satisfaction. Pricing and distribution also influence purchasing decisions. To compete with competitors, AA.co.Store needs a comprehensive strategy. Research suggests that product quality, price, customer satisfaction, and brand image affect consumer loyalty and satisfaction. The purpose of this research is to improve AA.co.Store's product development using an IPA-QFD-based marketing mix aligned that very important for Development Goals (SDGs) of the store to compete with other local brands in Sidoarjo. The results of this study were AA.co.Store service quality, it can be concluded that Customer satisfaction with AA.co.Store services is fulfilled, which is indicated by the results of the questionnaire using the SERVQUAL method which does not show a negative value for the AA.co.Store brand when compared to other brands. There are three service quality attributes that need to be prioritised for improvement at AA.co.Store, namely the price of t-shirts that are more competitive than other brands, the condition of the parking lot, and cleanliness. There are several steps that can be taken to improve service quality based on technical needs, including: a.) changing the organisational strategy on company performance, especially in the operational section, b.) increasing the stock of materials to meet the number of orders, c.) providing training and development on existing SOPs, and d.) repairing and maintaining existing equipment in the company.

The Ease of Use of Applications and Quality of Service Toward Consumer Loyalty in Cargo Express Service Companies, Bekasi, Indonesia

This study tries to assess the effect that may occur among the ease of use of applications on consumer loyalty, quality of service on consumer loyalty, ease of use of applications, and quality of service on consumer loyalty. This study aims to determine how important application usability and service quality are influencing consumer loyalty.This study, discusses the factors that can affect consumer loyalty and determines how much influence the ease of use of applications and service quality have on consumer loyalty. This research utilized purposive sampling. The data gathering approach utilized in this study is questionnaires with Google Forms media. The prerequisite test from the data obtained uses the data quality test and the classical assumption test. This study employed the following data analysis techniques: validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, multiple regression analysis, statistical t test (partial), F test (simultaneous), and coefficient of determination (R2). The final results show that the two independent variables (the ease of use of applications, quality service) were significantly affected by the dependent variable (consumer loyalty). According to the report, service quality and application simplicity of use account for 42.6% of client loyalty. Keywords: the ease of use of applications, service quality, consumer loyalty

Tinjauan Pengaruh Store Atmosphere, Experiental Marketing dan Persepsi Nilai Terhadap Loyalitas Konsumen dengan Kepuasan Konsumen Sebagai Variabel Intervening

This research, titled "OVERVIEW OF THE INFLUENCE OF STORE ATMOSPHERE, EXPERIENTIAL MARKETING, AND VALUE PERCEPTIONS ON CONSUMER LOYALTY WITH CUSTOMER SATISFACTION AS AN INTERVENING VARIABLE" (Case Study at Teman Semeja Coffee & Space Pekalongan), aims to analyze the effects of store atmosphere, experiential marketing, and perceived value on consumer loyalty, with customer satisfaction as an intervening variable. Data were collected through questionnaires from a sample of 100 respondents using a non-probability sampling method and purposive sampling technique. The study utilized validity and reliability tests, classical assumption tests, hypothesis testing (t-test), determination coefficient, path analysis, and the Sobel test with IBM SPSS 20.0. The results show that the store atmosphere has no significant effect on consumer loyalty (tcount = 1.901 < ttable = 1.984; Sig. = 0.060 > 0.05). Experiential marketing also shows no significant effect on consumer loyalty (tcount = 0.089 < ttable = 1.984; Sig. = 0.929 > 0.05; direct effect < indirect effect). However, perceived value has a significant effect on consumer loyalty (tcount = 2.046 > ttable = 1.984; Sig. = 0.044 < 0.05). Regarding the indirect effects, store atmosphere significantly affects consumer loyalty through customer satisfaction (Sobel test: tcount = 9.745 > ttable = 1.984; Sab = 0.0029 < 0.05), as does experiential marketing (Sobel test: tcount = 17.054 > ttable = 1.984; Sab = 0.0028 < 0.05) and perceived value (Sobel test: tcount = 34.191 > ttable = 1.984; Sab = 0.0029 < 0.05). Additionally, customer satisfaction has a significant direct effect on consumer loyalty (tcount = 4.889 > ttable = 1.984; Sig. = 0.000 < 0.05).

Unveiling Brand Identity A Semiotic Exploration of Logo Design in Pakistani Clothing Brands

In the competitive textile market, each brand employs a unique logo or icon to distinguish itself from competitors. A logo acts as a brand's visual identity, conveying its uniqueness and intended message to consumers. Therefore, creating an effective logo is crucial for designers, as it significantly influences consumer perception. This research uses a semiotic analysis based on Kress and van Leeuwen's (2002) multimodality framework to examine the logos of two leading Pakistani clothing brands, including Khaadi and Junaid Jamshed. The study investigates how these logos impact consumer relationships with the brands, revealing that each logo is designed to communicate the brand's distinct message. Factors such as colour schemes, logos, font, shape, words, and the inclusion of popular personalities in advertisements are essential in shaping consumer perceptions and preferences. The research involved stratified sampling to collect data, ensuring a representative analysis of consumer views. The findings indicate that well-designed logos and strategic branding elements are crucial for a strong brand-consumer connection. These elements significantly affect consumer loyalty and choice, underscoring the importance of effective logo design in building a positive brand image and influencing consumer behaviour.

The Effect of Product Quality, Brand Image, and Customer Satisfaction On Customer Loyalty (As Study On Ultra Milk Consumers In Jakarta)

In today's increasingly competitive business environment, building and maintaining customer loyalty has become a key determining factor in an organization's success and profitability. Customer loyalty generates recurring revenue through repeat purchases and serves as a brand advocate, driving organic growth by attracting new customers. However, cultivating customer loyalty requires a strategic and holistic approach, which includes product quality, brand image, and customer satisfaction. This research empirically explores the impact of product quality characteristics, brand image, and customer satisfaction on Ultra Milk customer loyalty in the Jakarta area. This study uses a quantitative approach to determine the causal relationship between these factors. The data was collected by distributing questionnaires to 100 active Ultra Milk consumers in Jakarta. SPSS 29 software is used for data analysis, specifically multiple linear regression. The findings of this study aim to contribute to a theoretical understanding of the factors that affect consumer loyalty in the dairy industry. Practically, the findings of this study are expected to be the foundation for Ultra Milk companies to develop more effective marketing strategies to increase and maintain customer loyalty. The recommendations given will focus mainly on statistically significant variables in influencing customer loyalty.

PENGARUH LOKASI, RASA, DAN CIRI KHAS TERHADAP LOYALITAS KONSUMEN GUNA MENINGKATKAN KEPUTUSAN PEMBELIAN PADA MAKANAN KHAS DI KABUPATEN SELUMA DESA AIR TERAS

This study is entitled The Influence of Location (X1), Taste (X2), Characteristics (X3) on Consumer Loyalty (Y) in order to increase Consumer Purchase Decisions (Z) on Typical Foods in Seluma Regency, Air Teras Village, it can be concluded that Location affects Consumer Loyalty, Taste affects Consumer Loyalty, Characteristics affect Consumer Loyalty, Consumer Loyalty affects Purchase Decisions in using products. Location indirectly affects the Purchase Decision in using the product. Rasa has an indirect effect on the Purchase Decision in using the product. Characteristics have an indirect effect on Purchase Decisions Keywords: Location, Taste, Characteristics, Consumer Loyalty, Purchasing Decisions

Pengaruh Costumer Bonding Terhadap Loyalitas Konsumen Pada Ilo Cake Pattiserie dan Bistro di Kota Bima

This study aims to examine the influence of customer bonding on consumer loyalty in Ilo Cake Pattiserie and Bistro in Bima City. Customer bonding is defined as the process of building and maintaining a mutually beneficial relationship between a company and its customers. Consumer loyalty is measured by how often consumers return to buy products or services from a certain company. This study uses a quantitative method with a causal associative approach. A sample of 96 respondents was selected using the purposive sampling technique. Data was collected through the use of questionnaires with the Likert scale to measure respondents' perception of customer bonding and consumer loyalty variables. Data analysis was carried out using SPSS software to test validity, reliability, simple linear regression, correlation coefficient, determination coefficient, and t-test. The results of the study showed that there was a positive and significant influence between customer bonding on consumer loyalty at Ilo Cake Pattiserie and Bistro in Bima City (β = 0.545, p < 0.05). The coefficient of determination showed that 29.7% of the variation in consumer loyalty could be explained by the variable customer bonding. The implication of this study is the importance of an effective customer bonding strategy in maintaining consumer loyalty in the midst of fierce market competition. The conclusion of this study confirms that customer bonding plays an important role in increasing consumer loyalty. Recommendations for further research are to consider additional factors that can affect consumer loyalty as well as expand the scope of location and data analysis techniques to gain a deeper understanding.

Pengaruh Interior Ambient terhadap Kepuasan Pelanggan Dimediasi oleh Keputusan Pembelian Konsumen di O’Good Coffee dan Eatery

Customer satisfaction is a measure of how successful a store is. With high customer satisfaction, it can be ensured that the store we manage can provide financial benefits and operational progress. Customer satisfaction can be enhanced through interior ambient, meaning that if the interior ambient of a store is good, it will increase the percentage of customer satisfaction visiting a store. The inside surrounding of a store should be very much arranged and executed to boost the consequences of the arranged inside encompassing to give close to home consolation that causes clients to feel great in a store. Notwithstanding inside encompassing, buy choices can likewise increment customer fulfillment since shopper fulfillment is gotten after buy choices are made. In this review, the impact of inside encompassing on consumer loyalty intervened by buy choices will be inspected, dissected, and tried. This examination was led utilizing quantitative strategies and a logical exploration approach. An example of 120 individuals was gathered utilizing a survey containing proclamations with a Likert scale. The actual example comprised of individuals who had visited, executed, and remained at O'Good Espresso and Restaurant. The gathered information was then breaking down and tried utilizing the Fractional Least Square (PLS) approach. As per the examination and testing results led through the gathered information, it is shown that inside encompassing affects consumer loyalty and buy choices are demonstrated to have the option to be factors in the connection between inside surrounding and consumer loyalty.

PENGARUH KOMITMEN CSR TERHADAP LOYALITAS KONSUMEN MELALUI KEPERRCAYAAN SEBAGAI VARIABEL INTERVENING (Studi Kasus Nasabah Bank Rakyat Indonesia)

Abstract In the era of advanced and modern globalization, people are required to be more selective in choosing banking products. On the other hand, banks must be able to maintain their marketshare. One way to seize the market is with CSR programs. BRI as one of the largest banks in Indonesia has a CSR program with the hope of increasing customer loyalty. The purpose of this study is todetermine the influence between CSR commitment to consumer loyalty through trust intervening variables.This study used quantitative methods with the research population of BRI customers. This study has several variables, namely the influence of CSR commitment (X) as an independent variable, consumer loyalty (Y) as a dependent variable, and trust as a mediating or intervening variable.Based on the results of hypothesis testing, it can beconclude dthat: 1) CSR commitment has a direct effect on consumer loyalty with an estimate regression weight coefficient value of 0.164 and a C.R. value of 2.117. The significance test between variable (X) andvariable (Y) shows a probability valueof 0.034 (p < 0.05). 2) the effect ofthe mediation variable was tested usingthe Sobel test with t calculated resultsof 2.031 > 1.96 with a signification level of 0.000 < 0.05. These results show that variable (X) has a positive influence on variable (Y) and mediating variable has a positive and significant influence on variable (X) and variable (Y). So, CSR commitment can affect consumer loyalty through intervening variables, namely BRI customertrust. Keyword : Li festyle, consumer buying interest, trend, product knowledge.

Destination Image Semiotics: Evidence from Asian and European Upscale Hospitality Services

Given the importance of semiotics and destination image (TDI) in the field of tourism and hospitality marketing, this study proposes a conceptual model that integrates Peirce’s semiotic triad, Grönroos’s quality service model, and Morris’s semiotic trichotomies in the TDI formation circle. The new framework aims to measure the contribution of quality hospitality services to online TDI formation. Using scaled comparisons of homogeneous big data, this framework was empirically tested with all two- and three-star Michelin restaurants and a sample of 100 four- and five-star hotels, all located in Asia and Europe, reviewed in 317,979 online travel reviews (OTRs) hosted on TripAdvisor. The results showed that three-star restaurants and five-star hotels are more popular in terms of the number of OTRs, but diners and guests are more satisfied with and loyal to two-star restaurants and four-star hotels. This big data finding contradicts previous survey-based research on quality services. Instead, the results confirm that consumer satisfaction positively affects consumer loyalty. The new approach to the TDI from a semiotic perspective—destination image semiotics—can represent a paradigm shift in the analysis of TDI through user-generated content (UGC). The proposed conceptual framework integrates several sound theoretical models to extract maximum insights from UGC.

The influence of aesthetics and emotions on reuse intention and compulsive behaviour in food delivery usage

PurposeThis study addresses the impact of aesthetics and formality in Food Delivery Applications (FDAs) in evoking emotions, and how these influence the intention to reuse and compulsive usage, providing critical insights for designing responsible and effective marketing strategies.Design/methodology/approachA quantitative analysis of data collected from 1,029 FDA users was employed, using the PAD (Pleasure, Arousal, Dominance) theory to investigate how aesthetic design and formality affect emotions and consumer behaviour towards the applications.FindingsThe study reveals that aesthetic appeal and formality significantly impact emotions of dominance, arousal, and pleasure, which are decisive in users' decisions to continue using FDAs and in the manifestation of compulsive usage behaviours.Research limitations/implicationsThis study presents inherent limitations due to its cross-sectional design, which prevents offering a longitudinal perspective on the evolution of consumer behaviour regarding FDAs. The actual purchasing behaviour is not examined, but rather the suggested experiences. Future research could be enriched by considering cultural, social, and demographic factors, the influence of sustainability on the perception and use of FDAs, and the importance of specific sustainable practices. Adopting a longitudinal approach and utilising actual usage data would allow for a deeper and more nuanced understanding of consumer behaviour towards FDAs, taking into account both personal factors and functional attributes of FDAs along with their aesthetic appeal and emotional reactions.Practical implicationsThe findings provide guidelines for FDA companies to optimise their interfaces to enhance user experience, foster loyalty, and prevent compulsive usage. They emphasise balancing aesthetics and functionality to induce more conscious and sustainable consumption behaviours.Social implicationsThis study highlights significant social implications stemming from the integration of aesthetic appeal and formality in Food Delivery Apps (FDAs) and their effect on consumer emotions, which in turn influences reuse intention and compulsive use. Amidst the COVID-19 pandemic, consumer behaviours have shifted towards increased electronic transactions and hedonic consumption as responses to stress, anxiety, and boredom, leading to a reevaluation of life experiences through technological means. The research underlines the critical role of emotions, particularly pleasure, dominance, and arousal, in promoting the intention to reuse FDAs, which has far-reaching implications for consumer engagement, compulsive usage patterns, and the need for responsible, sustainable consumption practices. It suggests a new avenue for businesses and policymakers to consider emotional impacts and consumer satisfaction in the design and regulation of FDAs, aiming to mitigate potential adverse effects of compulsive usage and to encourage sustainable, responsible consumption behaviours.Originality/valueThe research offers a novel perspective by exploring how aesthetic and emotional dimensions affect consumer loyalty and compulsivity. These areas are still to be examined in depth in the marketing literature. The findings enhance the theoretical and practical understanding of FDA marketing, demonstrating how design can influence consumer well-being and the sustainability of purchasing behaviour.HighlightsNovel use of PAD theory to analyse FDA’s aesthetic appeal and formality on user emotions.FDA’s aesthetic appeal significantly influences reuse intentions and compulsive usage.Emotions of pleasure, dominance, and arousal are directly linked to FDA reuse intention.Pleasure and reuse intention influence the compulsive use of FDAs.

The Impact Of Experiential Marketing Dimensions On Customer Satisfaction And The Emergence Of Word Of Mouth

This study aims to see the effect of (1) the effect of sense experience on customer satisfaction, (2) the effect of feel experience on customer satisfaction, (3) the effect of think experience on customer satisfaction, (4) the impact of act insight on consumer loyalty, (5) the effect of related experience on customer satisfaction, and (6) the effect of customer satisfaction on word of mouth. This research uses quantitative techniques, using measurable investigations to precisely test the relationship between research factors. The inspection strategy used in this research is a non-probability testing technique (purposive inspection). The sample size in this study was 130 people. The results of this study indicate that (1) Sense experience fundamentally affects consumer loyalty; (2) Feel experience has a significant effect on customer satisfaction; (3) Think experience fundamentally affects consumer loyalty; (4) Act experience essentially affects consumer loyalty; (5) Relate experience fundamentally affects consumer loyalty; and (6) Consumer loyalty fundamentally affects verbal. Variable sense insight, feel insight, think insight, act insight, and relate insight with a critical worth of 0.00<0.05, and variable Consumer loyalty with a huge worth of 0.00 <0.05. The author suggests that promotional activities through word of mouth can continue to be improved in the future

PENGARUH CITRA MERK, HARGA DAN KUALITAS PRODUK TERHADAP LOYALITAS KONSUMEN PADA PRODUK ZARA DI PONDOK INDAH MALL 2 JAKARTA SELATAN

Consumers in buying goods and services consider the quality of the product and also the price. Another consideration is the brand image of the goods or services to be purchased. If the brand of goods is well known enough, consumers will buy these goods. Affordable prices, good product quality and a recognized product brand image encourage consumers to repurchase these products so that consumers become loyal. Clothing is one basic product that human need. Many types of clothing are created according to the wishes of consumers, so that business opportunities in fashion arise. Fashion includes clothing and accessories. Business competition in the fashion sector is getting tighter. Zara as one of the foreign retailers enlivened the fashion in Indonesia. Zara stores can be found in several places, one of them is in Pondok Indah Mall2. Zara has always been a trend setter and created a very good brand image, the best price, and the quality of its products has advantages. By providing quality products, it will provide satisfaction to consumers so as to create loyalty in consumers. This study aims to determine the effect of brand image, price, product quality on consumer loyalty to Zara products at Pondok Indah Mall2, either partially or simultaneously. The results showed that partially only product quality has an effect on consumer loyalty to Zara products at Pondok Indah Mall2. Meanwhile, brand image has no effect on consumer loyalty to Zara products at Pondok Indah Mall2. Likewise, price has no effect on consumer loyalty to Zara products at Pondok Indah Mall2. But simultaneously brand image, price, product quality affect consumer loyalty to Zara products at Pondok Indah Mall2.

The Effect of Islamic Marketing Mix, Service Quality and Product Quality on Consumer Loyalty of Microfinance Institution: Does Perceived Value act as mediator?

The competition among financial institutions for customers is fierce. Moreover, the majority of people in Indonesia prefer giant financial institutions that are considered more competent and safe in their financial affairs. This makes some microfinance institutions such as BMT NU East Java have to try very hard in getting customers. BMT NU East Java must formulate the right strategy to get new customers and make customers loyal. This research aims to gain a great understanding on how consumer is loyal to microfinance institution and which one from Islamic marketing mix, service quality, product quality and perceived value, became variable that influence consumer loyalty. The research is quantitative research and conduct at BMT NU Jawa Timur. The data is collected from 200 consumer of BMT NU. This study is quantitative research with 200 BMT NU Jawa Timur customer samples. It uses non-probability sampling and the Data collected will be analyzed with the help of SPSS software to get statistical techniques for correlation and regression (validity test, reliability test, classic assumption test, path analysis, t-test, trimming test. The result shows that service quality and product quality were variable which most affect consumer loyalty. Perceived value also can mediate Islamic Marketing mix, service quality, and product quality variables on customer loyalty. In this case, the loyalty of consumer can be created with giving more responsiveness and empathy to consumer. It also can be created with great reliability and performance that exist in the microfinance product. The results of this research can be applied by BMT NU East Java by strengthening services and financial products to gain customer trust. This research can be a reference for other researchers who want to research Islamic microfinance by providing additional variables and different points of view

Effect of positioning and product differentiation on consumer loyalty of Indomie instant noodles

The competition between industries in the food sector in the modern era has increased significantly. One of the significant instant noodle brands is Indomie. The companies must create a strategy to increase income and profits and maintain market share. The objective of the research to analyze the influence of positioning and product differentiation on the consumer loyalty of Indomie instant noodles. The method of this research used a quantitative descriptive. The sample for this research had as many as 100 respondents. The technique of sampling used a purposive sampling. The technique of data analysis is a multiple linear regression analysis using the classical assumption test, F-test, t-test, and coefficient of determination test. The data was processed using the SPSS-25 program. The results show that positioning and product differentiation are significant to consumer loyalty to Indomie instant noodles. Partially, the positioning positively and significantly affects consumer loyalty to Indomie instant noodles. At the same time, product differentiation has no significant on consumer loyalty. The coefficient of determination test (R²) shows that positioning and product differentiation have an effect of 50.8% on consumer loyalty, while other variables influence 49.2%. Companies should increase product differentiation by attempting instant noodle variants made with healthier ingredients.

PENGARUH BRAND IMAGE DAN SERVICE QUALITY TERHADAP KEPERCAYAAN GUNA MELENGKAPI LOYALITAS PELANGGAN PADA PRODUK KOSMETIK MS GLOW PADA MAHASISWA MANAJEMEN UNIVERSITAS MUHAMMADIYAH BENGKULU

Based on the results of research that has been conducted on the effect of Brand Image (X1), and Service Quality (X2), on trust (Y) to increase Consumer Loyalty (Y1) in using MS Glow Products, it can be concluded as follows: Brand Image (X1) has an effect on Trust (Y) in using the product. This can be seen from the results of research conducted with a path coefficient of 0.591, Services Quality (X2) has an effect on Trust (Y) in using the product. It can be seen from the results of research conducted that is equal to 0.274, Trust (Y) affects Consumer Loyalty (Y1) in using the product. This can be seen from the results of research conducted with a coefficient of 0.383, Brand Image (X1) has an indirect effect on Consumer Loyalty (Z) in using the product. This can be seen from the results of research conducted with a coefficient of 0.638 Services Quality (X2) has an indirect effect on Consumer Loyalty (Z) in using the product. This can be seen from the results of research conducted with a coefficient of 0.205, Trust (Y) to Consumer Loyalty (Y1) for MS Glow products among students at the Muhammadiyah University of Bengkulu. This can be seen from the β efficiency of 0.383 or 38.3% with a significant level of 0.000 <0.050, then H0 is rejected, which means that there is a positive and significant influence between Brand Image on Consumer Loyalty. Keywords: Brand Image and Service Quality, trust, Consumer Loyalty

The Analisis Retail Service, Customer Experience, Switching Barriers, Kepuasan Konsumen Terhadap Loyalitas Konsumen UMKM Ritel

Malls and modern retail stores established in Jember Regency are connected to each other even though they are close together, causing problems for SMEs engaged in the retail business. Therefore, it is necessary to explore how to make consumers loyal to retail SMEs by introducing retail services, changing barriers through customer experience and consumer satisfaction, so that retail SMEs can continue to exist and develop. The aim of this research is to determine the barriers to consumer loyalty through customer experiences with retail services and consumer satisfaction in retail MSMEs located in Jember Regency. The design of this research is confirmatory research and at the same time explanatory research. The research population is all buyers from MSME retail companies in Jember Regency. Standardization of Retail MSMEs that sell daily needs and the mini market concept. The research sample was taken using non-probability sampling technique using purposive sampling and random sampling. The sample size of this research is 225 respondents. The data analysis method used in this study is; descriptive statistical analysis and structural equation modeling (SEM) using SEM-PLS. The results of the research are: Retail services have no effect on consumer satisfaction, customer experience has an effect on consumer satisfaction. Barriers to change affect consumer satisfaction. Retail services influence consumer loyalty. Customer experience influences consumer loyalty. Switching barriers do not affect consumer loyalty. Consumer satisfaction influences consumer loyalty. Retail services have no effect on consumer loyalty through consumer satisfaction. Customer experience influences consumer loyalty through customer satisfaction. Switching barriers does not affect consumer loyalty through consumer satisfaction.

Reciprocal Effects of Cognitive, Affective, and Social Customer Experience on Customer Loyalty and Word-of-Mouth in Omnichannel Fashion Retailing

Although the cognitive dimension of customer experience (CX) affects the affective or social dimensions of CX and vice versa in consumers’ thoughts and behavior, our understanding of this reciprocity is limited. The authors fill this gap by applying categorization theory rationales to analyze whether reciprocity exists among important CX dimensions in consumer shopping at omnichannel retailers and how it affects consumer loyalty versus word-of-mouth. They analyze longitudinal data from 528 consumer evaluations of leading fashion retailers in three waves via cross-lagged panel models. The results indicate that the cognitive CX dimension increases the affective and social dimensions and vice versa but to different extents. The reciprocal effects of the CX dimensions are different for consumer loyalty and word-of-mouth, and the results differ from those of a nonreciprocal study. These findings have direct implications for managers interested in understanding how the reciprocity of CX dimensions affects consumer behavior.