Building Customer Loyalty Research Articles

The effect of service quality and brand image on customer loyalty with consumer satisfaction as a mediation variable in shopee e commerce

This study aims to analyze the effect of service quality and brand image on customer loyalty on the Shopee e-commerce platform, by considering consumer satisfaction as a moderating variable. This study uses a survey method using a questionnaire distributed to active Shopee customers who have made transactions carried out in January-June 2023. The research sample was taken by purposive sampling involving 250 respondents. Data analysis was carried out using multiple regression analysis and data was processed using Smart PLS 3. The results of this study show that service quality has a significant positive effect on Shopee customer loyalty. In addition, brand image also has a significant positive influence on customer loyalty. This finding shows that the quality of service and Shopee's brand image are important factors in building customer loyalty. Furthermore, consumer satisfaction has also proven to be a significant moderating variable in the relationship between service quality brand image, and customer loyalty. Service quality has a positive and significant influence on customer loyalty through customer satisfaction. Customer satisfaction is a key factor in building customer loyalty, and good service quality can increase the level of customer satisfaction. When customers receive good services, such as prompt responses, effective assistance, and timely delivery, they will have a positive experience.

Cultural Taboos, "Mystical Practices" and Perceived Business Performances in the Informal Sector: An Exploration of Bayam-Sellams in African Local Markets

The objective of this article is to highlight the reality of unorthodox commercial practices in markets, by local vendors of the informal sector in Africa. An in-depth analysis of a sample of twenty-four (24) petty traders reveals that these traders use both common sense, by developing proximity to their market, and the mystical dimension of their cultural era, to achieve their commercial performance objectives. In so doing, they perceive this mystical dimension as being effective in attracting customers, building customer loyalty and making their business more competitive.

Perancangan Aplikasi Pemesanan Bahan Makanan Frozen Toko Makmur Jaya

In this digital era, online buying and selling transactions are increasingly popular with the public. This is also driven by increasing public awareness of the importance of convenience and efficiency in shopping. Toko Makmur Jaya, as a seller of frozen foodstuffs, has a great opportunity to develop in this digital era. By designing a special ordering application, Toko Makmur Jaya can reach customers more easily, increase sales and build customer loyalty. This research aims to design a frozen food ordering application for Toko Makmur Jaya that suits customer needs and desires. This research uses a qualitative research method with a case study approach. Research data was obtained through interviews with the owner of Toko Makmur Jaya and a survey of Toko Makmur Jaya customers. Based on the research results, the Toko Makmur Jaya frozen food ordering application needs to be equipped with features and functions which include: Complete and attractive product catalog, Easy to use and order, Various payments, Fast and reliable delivery, Attractive promotions and discounts Apart from these features and functions, the Toko Makmur Jaya frozen food ordering application also needs to be supported by an efficient and reliable logistics system to maintain the quality of frozen products. The success of the Toko Makmur Jaya application is not only determined by features and functions, but also several other important factors, such as branding and marketing, customer service, and continuous analysis and development..

The role of the six sigma method in controlling and improving product quality

The Six Sigma method has been proven effective in industry for reducing process variability, increasing customer satisfaction, and optimizing operational efficiency. This research aims to analyze the role of the Six Sigma method as a systematic approach in controlling and improving product quality. This research uses qualitative methods with descriptive methods. The results of this research reveal that the application of the Six Sigma Method in controlling and improving product quality has a significant positive impact. Controlling process variability, focusing on customer satisfaction, and using statistical methods in data analysis have succeeded in increasing product consistency, building customer loyalty, and providing a strong basis for fact-based decision making. Implementation of the DMAIC concept provides a structured framework for continuous improvement, while cross-functional employee involvement creates a work environment that supports collaboration and innovation.

Pengaruh Relationship Quality Terhadap Loyalitas Nasabah KPR Subsidi Pada Bank PT. Bank Tabungan Negara (Persero) Tbk Cabang Padang

The main goal of the bank is to make customers loyal to the bank. For this reason, every bank must always pay attention to the needs and desires of customers and try to fulfill their expectations in a better and more satisfying way than other competing banks do. Loyal customers are a banking company's asset, therefore banking companies must build better relationships with each of their customers, namely by building customer loyalty and maintaining and maintaining them so that they do not turn to other banking companies.

The Role of Sustainability in Building Customer Loyalty and Satisfaction: Examining the Mediating Impact of Trust in the Banking Sector

In today’s world, where environmental concerns are on the rise, sustainability has become a critical issue for businesses to address. In the banking sector, the adoption of sustainable practices can not only help mitigate environmental impacts but also lead to improved customer loyalty. This study seeks to determine how sustainability affects customer satisfaction and loyalty in the banking industry while also examining the mediating effects of trust. The study utilised a quantitative research approach, where data was collected from 380 customers of various banks using Google form with an online survey. Structural Equation Modeling (SEM) was employed to analyse the data using Smart Pls 4. The SEM results indicated that sustainability significantly impacts customer loyalty and satisfaction in the banking sector. Furthermore, the findings demonstrated that the relationship between satisfaction and loyalty as well as between sustainability and customer loyalty is mediated by trust. Specifically, the results showed that trust fully mediates the connection between sustainability and consumer loyalty. The results of this research suggest that banks should prioritise incorporating sustainable practices into their operations as a way to enhance customer loyalty. The study also highlights the importance of building trust and satisfaction with customers as they play a crucial role in the success of sustainability initiatives. Overall, the study contributes to the existing literature on trust, customer loyalty, sustainability and satisfaction, in the banking industry, providing valuable insights for policymakers and bank managers.

A study of Customer loyalty Build up Method Based on Customer Centred Design

Building customer loyalty is critical to the success of a business, a body of the abstnd user-centred design has been proven to be an effective method for achieving this. This paper examines the development of user-centred design and its relationship with customer loyalty, and proposes a customer loyalty build-up method based on user-centred design. The method takes into account factors that influence customer loyalty and uses the emotional design model to analyse them. The paper outlines the process of the customer loyalty build-up method, including the stages and nodes. Qualitative research, through interviews with 9 professional experts such as company owners and design directors, was conducted to identify the stages and nodes of the method. A model is proposed to provide a clear framework for implementing the method. A case study is presented to demonstrate the application of the method in the context of the visceral, behavioral, and reflective stages of customer experience. Evaluation and iteration, also informed by qualitative research, are discussed as critical components of the method. The paper concludes that customer loyalty can be effectively built through a user-centred design approach that considers the emotional needs of customers and focuses on providing exceptional experiences.

SERVICE QUALITY AND CUSTOMER SATISFACTION TOWARDS RHETT'S PRINTING SERVICE IN BAGTAS, TANZA CAVITE: BASIS FOR SERVICE ENHANCEMENT PLAN

In the business world, understanding the relationship between service quality and customer satisfaction is important. Businesses that offer services play a crucial role in ensuring their service quality aligns with customer expectations, ultimately leading to customer satisfaction. By prioritizing service quality, businesses can build customer loyalty, gain a competitive edge, and foster positive word-of-mouth, all of which contribute to the overall success and growth. This study aimed to determine the service quality and customer satisfaction of Rhett’s Printing Services in Bagtas, Tanza, Cavite. Participants evaluate the service quality and customer satisfaction of Rhett’s Printing based on the SERVQUAL model, which measures five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. As a result, it is revealed that in terms of customer perceptions of service quality of Rhett’s printing service, the participants strongly agree with the five qualities of the services provided by the Rhett’s Printing Services, and they consistently deliver outstanding service quality as perceived by customers. It is also revealed that the participants are very satisfied with the service of Rhett’s Printing Services. The researchers identified specific areas for service enhancement, aligning with the proposed plan for improvement at Rhett’s Printing Services. The focus is on renovating or relocating the studio, fixing lights, and upgrading equipment aims to create a more comfortable environment and efficient execution of service process, aligning with contemporary expectations of service quality and contributing significantly to customer satisfaction.

The Application of The RATER Model in The Chinese Animal Feed Sales Services—Based on Customer Satisfaction and Customer Loyalty

This comprehensive study explores the intricate dynamics of marketing strategies within the feed industry, focusing on the strategic positioning of N Group. Through an extensive literature review, various aspects of marketing, ranging from traditional methodologies to contemporary trends, were scrutinized. The insights gained contribute to a holistic understanding of the marketing landscape in the feed industry. Central to the discussion is the RATER model, comprising Reliability, Assurance, Tangibles, Empathy, and Responsiveness. This model serves as a robust framework influencing customer satisfaction and loyalty. The study delves into how the RATER model contributes to customer satisfaction. Furthermore, the RATER model is explored in the context of building customer loyalty. The study underscores how reliability, assurance, tangibles, empathy, and responsiveness collectively foster customer loyalty. The positive emotional connections forged through tangible elements, empathetic engagement, and responsive interactions contribute to sustained customer commitment. The integration of the RATER model with Reciprocal Attitudinal Loyalty (RETAR) reveals a synergistic relationship. Relationship Equity, formed through the dimensions of the RATER model, influences RETAR, creating a dynamic loop of reciprocal loyalty between customers and N Group. Acknowledging the study's limitations, future research directions are proposed to explore the applicability of the RATER model in diverse industry landscapes, considering evolving customer preferences and technological advancements. Longitudinal studies are recommended to track customer behavior over extended periods, providing insights into the sustainability of the RATER model's impact on loyalty. In conclusion, this study contributes valuable insights for enterprises in the feed industry seeking to enhance customer satisfaction and loyalty through the strategic application of the RATER model. The findings offer a roadmap for navigating the complexities of the evolving marketing landscape and fostering enduring relationships with customers.

Analysis of Factors that Influence the Customer Loyalty in Modern Pharmacy Retail in Indonesia

The study analyzes several factors that are seen to influence the customers loyalty in modern pharmacy retail. This study was conducted at Watsons Indonesia. This study examines the influence of in-store experience (IE), membership programs (M), and use of private labels (PL) on customer loyalty. Shopping habits are proposed as a variable that moderates the three independent variables on customer loyalty. Data was collected from a sample of 232 Watsons Indonesia customers and the relationship between variables was tested using structural equation models. The findings show that IE and M are not proven to have a significant influence, but PL is proven to have a significant influence on customer loyalty at Watsons Indonesia. Furthermore, shopping habits do not significantly moderate EI, PL, and M in building customer loyalty of the company.

EXPLORING THE IMPACT OF TRUST ON CUSTOMER LOYALTY IN THE TELECOMMUNICATION INDUSTRY

This study explores the impact of brand experience, service quality, customer satisfaction, and trust on customer loyalty within the mobile telecommunications sector in Batam City. The participants of this research were residents of Batam who utilized cellular telecommunications services. Data was collected through an online questionnaire via Google Forms, targeting 300 respondents who were customers of mobile telecommunications services. The data analysis revealed several key findings: 1. A significant positive relationship exists between brand experience and customer loyalty. 2. Service quality is strongly linked to customer satisfaction. 3. There is a notable connection between brand experience and customer trust. 4. Customer satisfaction significantly influences customer loyalty.5. Service quality indirectly affects customer loyalty through customer satisfaction. 6. Interestingly, the study found no direct significant relationship between trust and loyalty, nor between brand experience and loyalty when mediated by trust. These results suggest that while brand experience, trust, and customer satisfaction are important factors influencing loyalty, trust does not directly contribute to building customer loyalty, nor does brand experience impact loyalty through trust. Moreover, maintaining high service quality is emphasized as a fundamental requirement for telecommunications service providers. This research provides valuable insights into the dynamics of customer loyalty in the mobile telecommunications context, offering practical implications for businesses in this industry aiming to enhance their customer retention strategies.

Analisa User Experience Terhadap Customer Loyalty Gopay dengan Trust Sebagai Variable Intervening

As time goes on, most of our daily payments can be done cashless or digitally. This has brought a new market for digital payment services, and one of the major players in this industry in Indonesia is GoPay. GoPay is a digital payment service fully integrated with the GoJek application and recently Tokopedia as well. In addition to that, the ability to do QRIS payments directly from the GoJek application has made it very popular, especially among young people who also frequently use services like GoFood, GoRide, or GoCar. However, in this new competitive market, User Experience and Trust are essential for building Customer Loyalty. Therefore, in this study, the author intends to analyze how User Experience and Trust influence Customer Loyalty in the GoPay digital payment application in Batam City. For this study, the data will be collected through questionnaires then be processed using the Structural Equation Modeling (SEM) method. The author successfully obtained 403 sample data from the residents of Batam City through distributed questionnaires, which were then tested by using the SPSS application. Based on the results, the conclusion is that User Experience and Trust have an influence of 0,665 and 0,266 towards Customer Loyalty, and with an influence of 0,642 of User Experience towards Trust in GoPay

Influence Of Brand Image, Service Quality, Customer Experience, And Trust Through Customer Satisfaction As Intervening Variable On Customer Loyalty At Celebrity Fitness Member In Jabodetabek Area

The purpose of this research is to determine the effect of moderating variables on the relationship between Brand image, Service Quality, Customer Experience, and Trust on Customer Satisfaction as intervening variables to build Customer Loyalty among Celebrity Fitness members in the JABODETABEK area. Data was obtained by distributing questionnaires with a Descriptive Quantitative approach. There were 194 Respondents obtained from this research. The sampling technique used was non-probability sampling. Data were analyzed using Structural Equation Model with Analysis tools Smart-PLS. The results of this study indicate that Based on the analysis produced by PLS-SEM, it can be found that 7 out of 8 research hypotheses can be accepted. Based on this analysis, it can be concluded that in order to build customer loyalty, Celebrity Fitness must pay attention to several important factors in this research variable. Various variables that can increase the loyalty of a customer that has the strongest effect is to increase customer satisfaction.

Relationship between Customer Experience and Digital Islamic-Only Banks: A Serial Mediation of Brand Trust and Brand Equity

The main objective of this study is to investigate the construction of customer experience, trust, and brand equity in the relationships between Islamic Digital-Only Banks. This model aims to provide a solution to the problems faced by Islamic banking. The study utilized a sample of 262 respondents, who were given an online questionnaire for data collection. The research sample was selected using a convenience sampling approach and specifically focused on consumers of Islamic Digital-Only Banks in Central Java and the Special Region of Yogyakarta. The collected data were analyzed using the partial least squares structural equation modelling (SEM-PLS) method. The findings indicate that the process of creating trust in Islamic Digital-Only Banks brands through the provided customer experience acts as a precursor to enhancing brand equity. Consequently, this can contribute to fostering customer loyalty. Therefore, it is of utmost importance for Islamic Digital-Only Banks in Indonesia to prioritize delivering exceptional customer experiences. Key features such as simplicity in various processes and the company's promptness in resolving customer issues can serve as critical factors in building customer loyalty.

MEMBANGUN LOYALITAS PELANGGAN MELALUI KUALITAS LAYANAN DAN COSTUMER SATISFACTION (Studi Pada Nasabah Pegadaian Syariah di Kota Bengkulu)

The rapid development of the financial industry in Indonesia has created opportunities for financial institutions to compete by enhancing service quality and customer satisfaction, aiming to foster customer loyalty. This research aims to investigate the influence of service quality and customer satisfaction, both partially and simultaneously, in building customer loyalty among Pegadaian customers in the city of Bengkulu. The sample comprises 127 Sharia Pegadaian customers in Bengkulu city selected through purposive sampling. The data analysis method employed is multiple linear regression analysis. The findings of this research indicate that service quality and customer satisfaction, both simultaneously and partially, have a positive and significant impact on customer loyalty. This implies that the better the services provided by the Sharia Pegadaian company in Bengkulu city, the more loyal customers become to the company. Similarly, high customer satisfaction leads to increased loyalty towards the Sharia Pegadaian company in Bengkulu city.

BMW's International Marketing Strategy Analysis

This research explores BMWs international marketing strategies, illuminating the companys dynamic approach to global expansion and local market adaptation. Renowned for its luxurious and high-performance vehicles, BMW has successfully established a prestigious brand image worldwide. This study investigates the pillars of this international success, emphasizing its innovative product strategy, effective localization, comprehensive customer engagement, and commitment to sustainability. The study further dissects BMWs market segmentation, positioning, and targeting approaches, which have helped the company build customer loyalty and generate a competitive advantage in diverse markets. The adaptability of BMWs marketing mixproduct, price, place, and promotionacross different geographic regions is also examined, underlining how the company balances standardization and customization. Additionally, the research reveals BMWs increasing reliance on digital marketing and its impact on the brands global reach and customer experience. Lastly, the paper discusses BMWs sustainability initiatives, shedding light on how the company addresses emerging global concerns and market demands, particularly the transition towards electric vehicles. This comprehensive study provides insights that may guide other multinational corporations in designing and implementing their international marketing strategies. It also contributes to the academic literature on international business and marketing by providing a nuanced understanding of how a premium automotive brand like BMW navigates complex and diverse global markets.

Segmentasi, Targeting, dan Positioning Terhadap Loyalitas Pelanggan Produk Toko Logo di Plaza Andalas Kota Padang

Loyalty is the most important aspect for a company to maintain its extension in order to maintain and attract other customers. One way that can be done in building customer loyalty is to establish good relationships with customers. Having loyal customers is the main goal of every company. This study aims to examine customer loyalty, segmentation,targeting and positioning on consumer loyalty to logo shop product plaza andalas Padang products. This research is a quantitative research, the population in this study is buyers from February to June as many as 277 buyers. The sample collection technique used in this study was Accidental Sampling, which is a sampling technique based on chance, or anyone who happens to meet a researcher who can be used as a sample using the slovin formula, the number of samples in this study was 100 people. Data analysis techniques using instrument tests, classical assumption tests, multiple regression analysis, and hypothesis testing. The results of this study indicate that product quality, testimonials, and endorsements have a positive and significant effect on consumer loyalty to logo shop product plaza andalas Padang products.

ВЗАЄМОЗВ'ЯЗОК ЛОГІСТИКИ ТА ЛОЯЛЬНОСТІ СПОЖИВАЧІВ В УМОВАХ ВОЄННОГО СТАНУ

Problem statement. In today's world, where competition between companies is growing every day, ensuring high customer loyalty is becoming an important component of business success. Consumer loyalty allows companies not only to attract new customers but also to retain existing ones, which guarantees a stable revenue stream and a positive reputation. In this context, logistics, which is responsible for managing the movement of goods and services from suppliers to consumers, plays an important role in building customer loyalty. Inefficient logistics can negatively affect the perception of a company by consumers and reduce their loyalty. The study of a strategic approach to optimizing logistics processes and ensuring the quality of customer service is an urgent problem that needs to be addressed. The purpose of the study is to analyze the impact of logistics on customer loyalty and determine a strategic approach to optimizing this relationship. In writing the article, the following methods were used: the method of comparison, which allowed to process theoretical studies of domestic and foreign scientists, to identify common trends and prospects for the development of the issue; the analysis and synthesis method - to study the impact of individual elements of the logistics process on consumer loyalty, to establish the relationship between them and the level of consumer loyalty; the generalization method - to determine strategic approaches to optimizing the relationship between logistics and consumer loyalty; the abstract and logical method – for generalizing and formulating conclusions about the interaction of logistics and consumer loyalty, identifying the deep connections between these two areas. The study has shown that a strategic approach to the relationship between logistics and customer loyalty is to understand the needs and expectations of customers and implement logistics solutions to meet them, namely, improving supply systems, increasing the availability of goods, improving customer service and applying innovative technologies to improve the efficiency of logistics processes. The article provides recommendations on a strategic approach to expanding the relationship between logistics and customer loyalty. The authors emphasize the importance of integrating logistics systems with marketing efforts to create an effective system that maximizes customer satisfaction and ensures a high level of loyalty.

Analisis Faktor-Faktor Yang Membentuk Tingkat Kesetiaan Pelanggan dalam Industri Jasa Kelistrikan di Daerah Istimewa Yogyakarta, Provinsi Jawa Barat, Jawa Tengah, dan Aceh

This study investigates the factors that shape customer loyalty in the electricity service sector in Yogyakarta Special Region, West Java, Central Java, and Aceh provinces. The main objective is to analyze the influence of service quality, customer value, and company image on customer loyalty. This study was conducted among several electric service companies in the mentioned areas, with 150 respondents. The overall analysis results show that all research variables have a significant impact on the level of customer loyalty to products in the electrical service sector. This is supported by the Fcount value exceeding FTable at the 5% significance level. Additionally, the T-test results partially confirm that service, customer value, and company image significantly influence customer loyalty to electric service companies. Company image seems to be the most decisive factor in customer loyalty. Therefore, it is important for stakeholders in the electrical services sector in the region to maintain and improve their corporate image with the aim of building customer loyalty.

Ensuring the Efficiency of Service, Technology, and Management Processes in the Hotel and Restaurant Business

In the face of war and a global pandemic, the hotel and restaurant industry in Ukraine has been compelled to adapt swiftly to unpredictable changes. This article assesses the efficiency of service, technological, and managerial processes within this sector, employing concepts from Customer Relationship Management (CRM) and customer experience, and operational efficiency. Statistical analysis was used to evaluate efficiency coefficients, focusing on factors like staff engagement, local sourcing, streamlined check-in processes, resource optimization, and dynamic pricing based on demand. The study highlights the shift toward flexible operational management and customer service modeling amidst uncertain conditions. Using the case of Ribas Hotels Group from 2012-2023, the article demonstrates strategies such as cost optimization and dynamic pricing, showcasing how CRM principles aid in building customer loyalty during turbulent times. The research provides valuable insights into the growth sources of gross operating profitability, emphasizing the practical significance of efficient processes in the Ukrainian hotel and restaurant business.