Building Customer Loyalty Research Articles

Optimizing Hotel Marketing: An Analysis of Instagram Algorithms in 2024

This study examines Instagram's effectiveness as a marketing tool for hotels by analyzing the platform's algorithm, shadowbanning risks, and content optimization strategies. The purpose of this research is to assess how Instagram’s algorithm can be leveraged to enhance hotel visibility and credibility. Using qualitative methods, including a literature review of research papers, case studies, books, and reports, data is collected and analyzed through content analysis to identify key factors influencing content visibility, engagement, and overall performance on Instagram. The findings offer valuable insights for hotels aiming to optimize their marketing strategies on Instagram. The research emphasizes the importance of understanding Instagram’s algorithm and adjusting content strategies to align with trends and algorithms. Key recommendations include focusing on high-quality, engaging content, avoiding shadowbanning practices, and utilizing user-generated content to build customer loyalty. By implementing these strategies, hotels can effectively engage their target audience, showcase their brand, and drive bookings in today’s competitive digital landscape.

العلامة التجارية وتأثيرها على ولاء العملاء في الشركات

The aim of this research is to study the impact of brand strength on customer loyalty, with a focus on the factors that contribute to building this loyalty. This study emphasizes that a strong brand, high quality, and effective communication are critical factors in building customer loyalty. It also asserts that a brand is not just a name or a logo, but represents the identity and values that distinguish the company in the minds of customers. Customer loyalty is considered a vital element for the sustainability and growth of companies, as it reflects the level of customer commitment to the brand and their preference for it over competitors.

Exploring the impact of legitimacy on the competitiveness of international firms

Objective and interest of the work: The legitimacy of international firms is an important and complex issue that requires further academic development. International firms must enhance their legitimacy as a generator of competitive advantages to achieve their business objectives, both economic-financial and relational. However, there is a gap in the literature on the relationship between relationship marketing and legitimacy that needs to be filled. Methodology design: Through an empirical study of Shein’s buyers, the model is validated using the PLS-SEM methodology. Results: The implications of this research represent a breakthrough in the academic field by relating both theories applied to the internationalisation of companies. In addition, this research proposes implications for management by establishing strategies for international firms to achieve legitimacy, not only to enter international markets but also to create stable and long-lasting relationships with consumers. Practical implications: This research advances the theory of legitimacy for international firms. International companies must legitimise themselves and build customer loyalty in their host countries if they are to survive and generate economic benefits.

The Role of Trust and Word of Mouth as Mediating Variables in Building Customer Loyalty

This study aimed to examine the impact of customer relationship marketing on trust, word of mouth, and customer loyalty. It also sought to analyze the role of customer trust and word of mouth in mediating the influence of customer relationship marketing on customer loyalty at the Kenangan Coffee Shop in Malang City. The sample consisted of 140 customers of the Kenangan Coffee Shop in Malang City. Stratified random sampling was used to identify respondents. Structural Equation Modeling (SEM) was used to analyze data. The research results show that customer relationship marketing that focused on developing a service culture built customer trust at Kenangan Coffee Shop in Malang City. High levels of trust has the increases customer loyalty. By convincing others to choose a Kenangan Coffee Shop, word of mouth can also increase customer loyalty. Thus, this research further develops studies on customer loyalty, customer relationship marketing, and word of mouth. Keywords: customer relationship, trust, word of mouth, customer loyalty

Boosting customer loyalty through marketing distribution, customer experience management and customer relationship management

This study aims to analyze the effect of marketing distribution on customer experience management (CEM), customer relationship management (CRM), and customer loyalty. This study also analyzes the effect of CEM and CRM on customer loyalty. This study uses quantitative methods with a population of all BPRS (Sharia People's Financing Bank) customers in the Cirebon area, West Java. The sample in this study was taken through the purposive sampling method regarding sampling criteria tailored to the research objectives. From the sampling process, we obtained 185 respondents who met the criteria and became the research sample. Data were collected through the distribution of questionnaires and analyzed using a structural equation model with Smart-PLS 3. The analysis shows that marketing distribution positively affects customer experience management, customer relationship management and customer loyalty. Furthermore, customer experience management and customer relationship management are also proven to positively affect customer loyalty. Conclusion: It is concluded that marketing distribution has an important role in improving CEM, CRM and customer loyalty. This research proves that the implementation of good marketing distribution can encourage consumer interest in the company's products and services and build customer loyalty.

The Role of Empathy and Relationship Quality in Building Customer Loyalty in Community Pharmacies: Evidence from Jordan

Aim: This study explores how pharmacist empathy influences customer loyalty through the mediating role of relationship quality in community pharmacies. Methodology: A cross-sectional study utilizing a web-based questionnaire and convenience sampling was conducted in Jordan. Data were analyzed using Structural Equation Modeling (SEM). Results: A total of 536 responses were gathered and analyzed from all Jordanian regions. The gender distribution was balanced, with 261 males (48.7%) and 275 females (51.3%). The age distribution was concentrated in the 35-44 age group (29.3%), followed by 25-34 (25.6%). The majority had a high level of education, with 323 (60.3%) holding a Bachelor's degree or higher academic qualification (19.0%). Most participants visited pharmacies at least once every six months (50.6%), primarily using independent community pharmacies (52.1%). The study findings highlight a significant positive impact of pharmacist empathy on the three key dimensions of pharmacist-patient relationship quality (trust, satisfaction, and commitment). Furthermore, a significant positive relationship was found between the relationship quality dimensions and both customer loyalty dimensions (attitudinal and behavioral loyalty). Conclusion: The study findings highlight the central role of pharmacist empathy in establishing a strong and enduring pharmacist-patient relationship quality, which in turn, enhance consumers loyalty, which is essential for thriving and surviving in today's competitive market.

Kepuasan Dan Loyalitas Pelanggan Logistik Internasional Di Indonesia: Peran Timeliness Dan Information Quality

Background – Globalization and technology advancements have driven the growth of electronic commerce (e-commerce) globally. E-commerce allows business to reach consumers worldwide. In this case, e-commerce relies on quality logistics services, particularly in terms of timeliness and quality of information. Aim – This study aims to assess the influence of timeliness and information quality on customer satisfaction and loyalty, while also examining the mediating role of customer satisfaction on customer loyalty among international logistics service providers in Indonesia. Design/ Methodology/ Approach – This research adopts a quantitative method by collecting primary data through online distribution of questionnaires. The sample consisted of 277 respondents selected through convenience sampling. Data analysis was conducted using the PLS-SEM approach with the SmartPLS3 software. Findings – This research shows that timeliness has a positive and significant impact on customer satisfaction and loyalty. Meanwhile, information quality also has a positive and significant effect on customer satisfaction, although it doesn’t significantly influence customer loyalty. However, customer satisfaction is effective in mediating the relationship between timeliness and information quality with customer loyalty. Conclusion – Timeliness and optimal quality of information in international logistics services in Indonesia can increase customer satisfaction. Moreover, information quality has the potential to build customer loyalty towards the selected logistics service provider. It should be emphasized that customer satisfaction with the timeliness and quality of information provided by logistics service providers is the key to increasing customer loyalty. Research Implication – International logistics service providers in Indonesia must focus on improving timeliness and information quality. By focusing on these areas, international logistics service providers in Indonesia can better serve their customers, increase satisfaction, and ultimately build a loyal customer base. Limitations – This research only focuses on two dimensions of logistics service quality, namely timeliness and information quality.

Gen Z's Path to Brand Loyalty in Photo Studios: The Influence of Brand Experience, Community, and Engagement

The photography industry, particularly photo studios, is undergoing a significant transformation due to the development of digital technology and social media. Generation Z, as a digital generation, interacts with photography in unique ways, making brand community, brand experience and customer engagement increasingly relevant for building strong relationships with photo studios. This study aims to determine and analyze Generation Z's loyalty to photo studios, focusing on the mediating role of customer participation behavior and customer citizenship behavior. This study uses a quantitative approach using Partial Least Squares Structural Equation Modeling (PLS-SEM) to test the relationship between latent variables. Data was collected through questionnaires distributed to Generation Z consumers in Indonesia. The findings show that brand experience and customer engagement significantly increase customer participation and citizenship behavior, which in turn strengthen customer loyalty. However, brand community does not directly influence citizenship behavior or customer loyalty, highlighting the need for a comprehensive approach in building customer loyalty. These results have important implications for photo studios, indicating that creating positive brand experiences and increasing customer engagement are critical to fostering customer loyalty, especially among Generation Z. Photo studios should focus on improving these areas to build a stronger and more loyal customer base.

Marketing Innovations in Enhancing the Sustainability of the Creative Market in Metro City

This research examines the role of marketing innovation in enhancing the sustainability of the creative market in the digital era. Through a systematic literature review, this study aims to identify current trends, best practices, and challenges in implementing innovative marketing strategies in the creative industry. The analysis covers various aspects of marketing innovation, including digital technology adoption, value-based strategies, consumer collaboration, and integration of online-offline experiences. Research findings indicate that digital transformation has become a primary driver of marketing innovation, with the utilization of artificial intelligence, virtual reality, and blockchain opening new opportunities for personalization and creativity in marketing. A significant shift towards value-based and sustainable marketing strategies is identified as a response to consumer demands for ethical and sustainable products and services. Collaboration and co-creation with consumers emerge as effective approaches to enhance product relevance and build customer loyalty. Adaptability and flexibility of marketing strategies prove crucial in facing rapidly changing market dynamics. Seamless integration between online and offline marketing is found to be key in creating holistic customer experiences. This study concludes that marketing innovation plays a vital role in enhancing the competitiveness and sustainability of the creative industry. Recommendations include investing in digital capabilities, developing value-based strategies, strengthening consumer collaboration, increasing organizational flexibility, and optimizing the integration of online-offline strategies. The implications of this research are relevant for creative industry practitioners, policymakers, and researchers in the fields of marketing and creative industries.

Building Customer Loyalty: The Impact of Price Perception and Service Quality Mediated by Customer Satisfaction

Building Customer Loyalty: The Impact of Price Perception and Service Quality Mediated by Customer Satisfaction

Customer Service Management on Enhancing Customer Loyalty in Food and Beverage Industry: Case Study of Starbucks Malaysia

In the highly competitive coffee industry, the operation of a successful coffee shop involves more than just providing a simple cup of coffee. Organizations are now recognizing the need to focus on delivering high-quality service to gain a competitive advantage. Emphasizing service quality is crucial for building customer loyalty. This paper aims to demonstrate and investigate the service quality using the SERVQUAL model, specifically in the context of Malaysia's Starbucks outlets. To gather real-time data, this paper employs a questionnaire-based survey. A total of 221 questionnaires were distributed to the public. Following data collection, the obtained data is analyzed using SPSS software. Additionally, this paper offers insights into the current state of Starbucks in Malaysia and proposes practical actions to enhance service quality. The objective is to not only attract and retain customers but also cultivating customer loyalty within the competitive coffee chain industry. By focusing on the SERVQUAL model, this research seeks to identify the key dimensions of service quality that significantly impact customer loyalty. These insights are essential for Starbucks to make informed decisions and implement effective strategies to elevate its service quality.

Building Customer Loyalty Through Customer Satisfaction Influenced by Social Media Marketing, Service Quality and Experiential Marketing

Building Customer Loyalty Through Customer Satisfaction Influenced by Social Media Marketing, Service Quality and Experiential Marketing

Formation of consumer loyalty in the field of digital ecosystem products

The article is devoted to studying the importance of increasing customer loyalty for successful business development in the digital era. The author identifies brand equity, customer trust and satisfaction as key factors influencing the level of customer loyalty. The article identifies the complexities of the modern market and the need to use digital tools to form and maintain consumer loyalty.The study aims to identify methods for building customer loyalty, including analyzing the importance of various factors, market segmentation and the use of digital technologies. The results of the study will be useful for companies aimed at strengthening their base of loyal customers.It is worth not only satisfying the needs of customers, but also building emotional connections with them, taking into account their individual preferences. The author draws attention to the importance of service quality, brand reputation, pricing and personalization in creating and maintaining customer loyalty.The study also highlights the importance of moving from product loyalty to brand loyalty to increase customer retention and ensure sustainable business growth. Particular attention is paid to the emotional connection with clients and the importance of quality of service in establishing long–term relationships.

Building Customer Satisfaction and Loyalty By Increasing Service Innovation and Service Quality On Iot Control Center Customers

Research Aims: This study aims to examine the influence of service innovation and service quality on customer satisfaction at Telkomsel IOT Control Center and its impact on customer loyalty. Design/methodology/approach: This study is a quantitative research conducted using a sample of 200 accounts from the IOT control center. Data collection was carried out through questionnaire distribution. Data analysis was performed using the Structural Equation Modeling (SEM) technique, specifically Partial Least Squares (PLS). Research Findings: Findings of this research is that customer loyalty of Telkomsel IOT control center can be built through increasing customer satisfaction, which is formed by good service innovation and satisfying service quality. Therefore, in efforts to enhance customer loyalty, Telkomsel should create many service innovations and focus on service quality that can satisfy customers. Theoretical Contribution/Originality: In the effort to build customer loyalty, the development of service innovation and improvement of service quality need to be focused on customer satisfaction Keywords: customer loyalty, customer satisfaction, service innovation, service quality, IOT control center

Innovative digital marketing strategies for SMEs: Driving competitive advantage and sustainable growth

In the rapidly evolving digital landscape, small and medium-sized enterprises (SMEs) must adopt innovative digital marketing strategies to drive competitive advantage and sustainable growth. This review explores the critical components and benefits of leveraging digital marketing for SMEs, emphasizing how tailored strategies can enhance market presence, customer engagement, and business performance. SMEs face unique challenges in resource allocation and market competition, necessitating cost-effective and impactful marketing approaches. Innovative digital marketing strategies, including search engine optimization (SEO), social media marketing, content marketing, email campaigns, and data-driven analytics, provide SMEs with the tools to compete effectively against larger enterprises. By utilizing these strategies, SMEs can achieve greater visibility, attract a broader audience, and convert prospects into loyal customers. SEO and content marketing play a pivotal role in enhancing online visibility and organic traffic. By producing high-quality, relevant content and optimizing it for search engines, SMEs can improve their search rankings and attract targeted audiences. Social media platforms offer powerful channels for engaging with customers, building brand awareness, and fostering community. Through targeted advertisements and influencer partnerships, SMEs can reach specific demographics and drive engagement. Email marketing remains a cost-efficient strategy for maintaining customer relationships and promoting products or services. Personalized email campaigns can nurture leads, encourage repeat business, and build customer loyalty. Additionally, data-driven analytics enable SMEs to measure campaign performance, understand customer behavior, and make informed decisions to refine marketing efforts. The integration of innovative technologies such as artificial intelligence (AI) and machine learning further enhances digital marketing capabilities. AI-driven tools can automate tasks, provide insights into customer preferences, and optimize marketing strategies in real-time. For instance, chatbots can improve customer service, while predictive analytics can forecast trends and personalize marketing messages. In conclusion, innovative digital marketing strategies are essential for SMEs seeking to drive competitive advantage and sustainable growth. By embracing SEO, social media marketing, content marketing, email campaigns, and data-driven analytics, SMEs can maximize their marketing impact, enhance customer engagement, and achieve long-term business success. Leveraging these strategies allows SMEs to remain agile, responsive, and competitive in the dynamic digital marketplace. Keywords: Innovative, Digital Marketing, SMEs, Sustainable Growth, Competitive Advantage.

Green Beauty Loyalty: Investigating the Role of Perceived Value, Product Quality, and Customer Satisfaction in Environmentally Friendly Cosmetic Products

The purpose of this research is to determine the influence of perceived value, product quality on customer satisfaction and customer trust to build customer loyalty in environmentally friendly cosmetic products. This quantitative research method collects data through questionnaires. A total of 255 respondents were sampled using purposive sampling technique. The objects taken in this research were respondents who had purchased environmentally friendly cosmetic products at least 3 times in DKI Jakarta and were at least 18 years old. This research uses SPSS version 23 software and SEM (Structural Equation Model) from AMOS software to carry out the analysis and processing of research data. The results obtained in this research show that brand perceived value and product quality have a positive and significant effect on customer satisfaction and customer trust. Apart from that, customer satisfaction and customer trust have a positive and significant effect on customer loyalty.

ANALYZING THE IMPACT OF SOCIAL MEDIA INFLUNCERS ON CONSUMER BEHAVIOUR.

This study investigates the influence of social media influencers (SMIs) on choice imitation among their followers, with a focus on the mediating role of customer loyalty and the moderating effects of demographic factors. Utilizing data collected from 483 respondents via the MTurk platform, regression analysis was conducted to analyze the relationship between SMIs and choice imitation, considering the influence of customer loyalty and demographic variables. The findings reveal a significant and positive relationship between SMIs and choice imitation, indicating that SMIs' behaviors and recommendations have a substantial impact on the purchasing decisions of their audience. Furthermore, customer loyalty emerged as a key mediator in this relationship, suggesting that stronger loyalty to SMIs leads to increased choice imitation among followers. Moreover, the study identifies the importance of considering demographic factors such as gender, education level, and income as moderators of the relationship between SMIs and choice imitation. These factors influence the extent to which individuals are influenced by SMIs' content and personality traits. Overall, the study contributes to our understanding of influencer marketing dynamics on social media platforms and underscores the significance of building customer loyalty and strategically selecting SMIs based on their characteristics. These insights have implications for marketers seeking to leverage influencer marketing effectively to reach and engage with their target audience.

Building Customer Loyalty in Online Business Models

Online business models are developing rapidly and market competition is intensifying. Customer loyalty and consumer willingness are declining across many industries. Customer loyalty is a decisive factor affecting a company's long-term profits. Market share measured by customer loyalty is more meaningful than market share measured by the number of customers. At the same time, corporate managers have shifted the focus of marketing management to improving customer loyalty, allowing companies to gain advantages in fierce competition. To build customer loyalty, it is important to use the right customer loyalty tools, which means the significant question for companies is which tool to choose. Therefore, this paper aimed to address the issues that how to design customer loyalty in online business models. To achieve this goal, this paper first illustrated the basics of customer loyalty and online business models. Then, relevant customer loyalty tools were selected and evaluated from contracts, products, communication and distribution policies to better build customer loyalty in online business models. This paper found that customer analysis and competitive analysis can also be evaluated as customer loyalty-oriented theories. Finally, the case of Amazon was also studied in the paper specifically, combining theory with practice to build customer loyalty in an online business model.

Analisis Pengaruh Pemasaran Media Sosial TikTok, Kualitas Produk, dan Kepuasan Konsumen terhadap Loyalitas Konsumen: Studi pada Konsumen Scarlett Whitening di Surabaya

This research evaluates the impact of marketing via TikTok, product quality, and customer satisfaction on customer loyalty towards Scarlett Whitening in Surabaya. In a digital context, social media has become a vital part of marketing strategy. Using a quantitative method, 100 Scarlett Whitening consumers in Surabaya were reached with a questionnaire. A nonprobability sampling method was used. Primary data obtained directly from the research object is the basis for multiple linear regression analysis to test the influence of independent variables (TikTok marketing, product quality, consumer satisfaction) on consumer loyalty. The results show the significance of the positive influence of TikTok marketing, product quality, and consumer satisfaction on customer loyalty. This research underlines the importance of integrating social media marketing strategies, especially TikTok, improving product quality, and consumer satisfaction in building customer loyalty.

Digital Marketing Strategies to Build Customer Loyalty: A Systematic Review of Sustainable Financial Benefits

This study examines the role of integrated digital marketing strategies, including personalized content, Customer Relationship Management (CRM) systems, and social media marketing, in building customer loyalty and driving long-term financial benefits. The research design uses a systematic literature review to examine how these digital tools work together to improve things. This is based on theories like relationship marketing and the resource-based view (RBV). The findings demonstrate that integrating these strategies leads to more muscular customer retention, reduced customer acquisition costs, and enhanced return on investment (ROI). Additionally, it confirms that a multi-channel approach, which aligns CRM data with personalized content and social media, provides a more cohesive customer experience, leading to increased customer lifetime value (LTV). The study highlights practical implications for businesses, emphasizing the need for integrated digital strategies to enhance customer engagement and financial sustainability. However, the study's limitations include its reliance on secondary data and the exclusion of emerging technologies like artificial intelligence. Future research should focus on longitudinal studies and explore industry-specific case studies to provide more tailored insights into the evolving landscape of digital marketing.