Building Customer Loyalty Research Articles

Analysis of the significance of the brand of sports shoes by processing large textual contents

The paper will deal with the analysis of the significance or value of sports footwear brands. The main elements of the brand, such as identity, image and equity, i.e. brand value, will be highlighted. They will be described as traditional models that are related to brand equity and used marketing methods in the development and valuation of the brand. The process of effective brand building will be emphasized as one of the important conditions for positioning a company on the market through building customer loyalty and increasing the value of products or services. In particular, the importance of brand management will be highlighted with the aim of creating a strong brand that can inspire customer loyalty, generate higher profits and provide a sustainable competitive advantage. Effective brand management involves a series of activities such as creating a brand identity, positioning the brand in the market, ensuring consistency in brand messaging, and leveraging brand equity to drive growth and profitability Keywords: brand, brand, NLP method, text analysis, sports shoes

The effect of corporate reputation on customer loyalty in the Ghanaian banking industry: the role of country-of-origin

PurposeCustomer loyalty is of growing interest to many service firms due to the many tangible and intangible benefits it offers them. However, building customer loyalty is challenging for many service firms. This study aims to examine the impact of corporate reputation on customer loyalty. It also assesses the moderating role of the firm's country of origin in this relationship.Design/methodology/approachSurvey research design was used to collect data from 367 universal banks' customers. Data were analysed using structural equation modelling.FindingsThe findings shed light on several crucial aspects of corporate reputation that influence customer loyalty. Specifically, signals of corporate social responsibility, corporate credibility, product attributes and relationship marketing were found to have a substantial impact on customer loyalty. Additionally, the study uncovers a noteworthy insight that the firm's country of origin plays a moderating role in the relationship between corporate reputation and customer loyalty, particularly in the context of the banking sector.Originality/valueThis research stands out due to its utilisation of signalling theory, making it one of the pioneering works in the bank brand management literature. It presents a comprehensive corporate reputation framework and its profound implications for customer loyalty. Furthermore, the study underscores the significance of considering the strength of the country-of-origin effect in shaping customer loyalty relationships.

The Role of SVoD Service Attributes in Building Customer Loyalty: A Study of Repurchase Behavior in the Philippines

The growing demand for Subscription-Video-on-Demand (SVoD) services in the Philippines has intensified the competition between numerous streaming providers. However, limited existing studies have been conducted regarding Filipino consumers of these kinds of services, and it is important for major players in this industry to better understand the key factors that influence customers to continually subscribe to these services. Thus, the purpose of this study is to investigate how online streaming platform attributes can influence consumers’ purchase intention that eventually leads them to resubscribe to SVoD services. This study used the Stimuli-Organism-Response (SOR) approach to understand the consumer behavior of Filipino SVoD users toward these services, and a self-constructed online questionnaire was purposely distributed among 382 SVoD users from Region IV-A/ CALABARZON region to gather insights. In analyzing the data, the descriptive-correlational research design and Spearman rho were used to determine the degree of relationship between the variables. Correspondingly, the results show that the four attributes were found to positively affect purchase intention, with price and content quality being the highest. In addition, several recommendations are highlighted in this study that can be used as a guide to help companies to improve their strategies.

Effectiveness of Artificial Intelligence in Building Customer Loyalty: Investigating the Mediating Role of Chatbot in the Tourism Sector of Pakistan

Effectiveness of Artificial Intelligence in Building Customer Loyalty: Investigating the Mediating Role of Chatbot in the Tourism Sector of Pakistan

Marketing Public Relations Starbucks Indonesia dalam Membangun Loyalitas Customer

In the Coffee Shop business in Indonesia, competition is becoming increasingly intense. The success of a company in competing with its rivals depends on the good relationship between the company and its customers through optimal service that meets their needs. To build customer loyalty, a crucial role is played inpublic relations. One of the strategies used by companies to build customer loyalty is through Marketing Public Relations. The purpose of this research is to determine how Starbucks Coffee Indonesia uses Marketing Public Relations strategies to build customer loyalty. A qualitative research method was used in this study with data collection techniques through literature review. The results of this research show that Starbucks Coffee Indonesia has successfully built customer loyalty through three main strategies: creating emotional connections with customers, using easily recognizable merchandise and branding, and implementing Customer Relations in loyalty programs. Starbucks Coffee Indonesia creates emotional connections with customers through comfortable store designs, serving quality coffee, and providing personal attention and rewards to customers. The company also uses easily recognizable merchandise and branding, with the Starbucks logo as a means to build customer loyalty. Lastly, the implementation of Customer Relations by baristas in the loyalty program is also an important factor in building customer loyalty. This research concludes that Starbucks Coffee Indonesia has successfully utilized Marketing Public Relations strategies optimally to build customer loyalty, as evidenced by the company's success in overcoming the increasingly intense competition in the Coffee Shop business in Indonesia. From an Islamic communication perspective, Starbucks' marketing public relations communication has also fulfilled the principles of communication in Islam: qaulan sadiddan, qaulan balighan, qaulan maysuran, qaulan layyinan, and qaulan kariman.

Customer Management at Gig's Batik MSMEs to Build Customer Loyalty

This community service activity aims to: (1). Increase partners' understanding of the importance of building customer loyalty, (2). Upgrade partners' knowledge and skills in managing customer databases so that they can be used for implementing further marketing programs such as: providing information on new products or to promote products, and (3). Broaden partners' insights in managing customer loyalty as one of the bases to support improving MSMEs business performance. The method used in this community service activity is through outreach activities, training and monitoring or mentoring program implementation. The results of the implementation of the community service program indicate an increase in partners' knowledge regarding the importance of building customer loyalty, managing customer data and an increase in partners' skills in documenting customer databases. Besides that, partners also have additional knowledge about managing customer loyalty Based on the programs that have been implemented, it can be concluded that customer relationship management is an important key to building customer loyalty. For this reason, entrepreneurs need to focus on consumers so that they feel satisfied and are willing to make repeated purchases of the products offered by MSMEs.

Understanding the Role of Customer Trust in E-Commerce

Trust is a big part of how well e-commerce works and it is also a big part of how people decide what to buy. As more and more business is done online, companies that want to build customer loyalty and involvement must understand the complex relationship between trust and e-commerce. This study paper looks at the many distinct aspects of trust in e-commerce and how it affects people’s actions. By looking at the various aspects and causes of trust and how to build and keep trust, this study shows how businesses can create a trustworthy online environment that makes customers happier and leads to long-term success.

Importance–performance and potential gain of food delivery apps: in view of the restaurant partner perspective

PurposeThe food industry is continuously developing its online services called food delivery applications (FDAs). This study aims to evaluate FDA's importance–performance and identify strategies to maximize its potential gains from a business partner's perspective.Design/methodology/approachData are collected from 208 FDA partners in Indonesia. Importance–performance analysis (IPA) is applied to evaluate the FDA feature and extended the theory of potential gain in customer value (PGCV) to achieve potential gains from FDA business partners.FindingsThis study provides a clear and measurable direction for future research to develop FDA performance. Owning customer data, revenue sharing and competitive advantage are the most potential gains from joining the FDA from the business partner perspective.Research limitations/implicationsThe respondents are restaurants from the micro, small, and medium enterprises levels. Further research should involve middle to upper level restaurants to discover all business partners' perceptions. This will be very helpful for FDA providers interested in improving the best performance for all their partners.Practical implicationsFDA providers must focus on improving and maintaining the features of owning customer data, revenue sharing, competitive advantage, stable terms and conditions, customer interface, building customer loyalty, online presence, user credit rating, promotion and offers, delivery service and sales enhancement to increase consumer satisfaction and meet the expectations desired by business partners.Originality/valueThis research provides a meaningful theoretical foundation for future work. It extends the theory of PGCV using the value of a partner perspective as a substitute for customer value; hence, the authors call it a potential gain in partner value.

THE IMPACT OF BRAND TRUST AND PERCEIVED QUALITY ON BRAND LOYALTY IN MEDIATION CUSTOMER SATISFACTION: A CASE STUDY OF KOPI KENANGAN CONSUMERS IN MEDAN CITY

In this study, we examined the influence of brand trust and perceived quality on brand loyalty through customer satisfaction at Kopi Kenangan Sun Plaza in Medan City. The increasing consumption of coffee in Indonesia has led to the development of coffee shop businesses in various cities across the country, including Medan. While this growth presents an opportunity for entrepreneurs to build and promote their brands to attract customers, it also creates intense competition among businesses, especially in major cities like Medan. The aim of this research is to find solutions to address the challenges faced by Kopi Kenangan, including low brand trust, perceived product quality, customer satisfaction, and low repeat purchase intention towards Kopi Kenangan products. The study focuses on enhancing brand trust, improving perceived product quality, and increasing customer satisfaction to build customer loyalty towards Kopi Kenangan. Data were collected from 96 customer samples through a questionnaire using probability sampling and analyzed using a structural equation model. The research findings indicate that brand trust has a significant negative influence on customer satisfaction and brand loyalty, while perceived quality has a significant positive influence on customer satisfaction and brand loyalty. Additionally, customer satisfaction also has a significant positive influence on brand loyalty. Furthermore, brand trust and perceived quality together have a positive and significant influence on brand loyalty. Moreover, brand trust has a significant negative influence on brand loyalty through customer satisfaction, while perceived quality has a significant positive influence on brand loyalty through customer satisfaction.

Websites as a tool for communicating with tourists – the example of yacht marinas on the Polish Baltic coast

Motives: Businesses rely on the Internet to facilitate marketing communication, attract customers, and build customer loyalty. The Internet can be used not only as an additional channel for distributing information about the company, but also as a means of interactive communication for commercial purposes or promotional activities. This is of great importance for service providers, including tourism sector businesses such as marinas.Aim: The aim of this study was to examine the content of websites owned by Baltic yacht marinas in the Polish voivodeships of West Pomerania and Pomerania. Marina websites were analysed based on their usefulness for potential tourists in 2018, 2020, and 2022, using the adopted criteria, and data for each year were compared to examine changes over time. The applied research methods included theoretical and analytical observations, website analysis, and a point ranking scale. A comparative analysis of the obtained results was performed. This is the first study to examine the extent to which marinas rely on social media for marketing and advertising purposes.Results: The results of the conducted analyses provided answers to the formulated research questions. Few marinas use websites as a tool for communicating with potential customers, but their owners are beginning to recognize the potential of the Internet in this regard.

Customer loyalty and trust in South African retail banking

Customer loyalty and trust are key elements for the success of retail banking. For this reason, it is crucial to investigate the predictors of these elements. This study aims to model service quality, customer satisfaction, and commitment influencing customer loyalty and trust in South African retail banking. The target population is a growing banking customer segment – Generation Y. A sample of 271 Generation Y customers participated in the survey. Their responses were analyzed using AMOS, whereby a structural equation model was developed. Although the structural model suggests that service quality (β = 0.097; p = 0.175) is an insignificant predictor of customer loyalty in retail banking, the influence remains positive. Moreover, the model infers that customer satisfaction (β = 0.793; p = 0.001) predicts customer loyalty in retail banking and that customer satisfaction (β = 0.715; p = 0.001) and commitment (β = 0.257; p = 0.001) influence trust in retail banking. All the model fit indices (NFI = 0.95; RFI = 0.92; IFI = 0.97; TLI = 0.96; CFI = 0.97; RMSEA = 0.06; SRMR = 0.03) infer that the model is reliable, valid, and ultimately good fitting measurement tool of customer loyalty and trust in retail banking. The results provide insights into the most critical factors in building customer loyalty and trust among Generation Y customers in South African retail banking. Moreover, they can help to develop marketing and customer service strategies to improve these outcomes.

The role of social networking sites in building customer loyalty in tourism and hotel establishments By application to the pioneers of domestic tourism in Sharm El-Sheikh

The role of social networking sites in building customer loyalty in tourism and hotel establishments By application to the pioneers of domestic tourism in Sharm El-Sheikh

Factors Influencing Customer Loyalty in the Retail Banking Sector: A Study of Financial-Banking Services in the Republic of Moldova

Purpose of this research is to identify the nature of loyalty, the valence/dimensionality of this concept, and the factors that determine customers of banking products/services in the Republic of Moldova to establish long-term relationships with the bank and remain loyal to it, thereby proposing targeted measures the banks could take to keep their customers. Online survey data of 363 customers of financial-banking products/services in the country was extracted, counted, and analyzed, and the statistical results reveal that loyalty to a banking service is similar to that in interpersonal relationships, and bank-client relationships can generate friendships or even lasting partnerships over time due to proper behavior. Based on analysis results, this paper identifies manifestations of loyalty, figures out factors for developing loyalty and trusting relationships and for improving customer attitude, and innovatively proposes a few suggestions for financial institutions to formulate customer loyalty problems and develop long-term relationships with their customers, including measuring customer loyalty level to identify genuinely loyal customers, ensuring the bank’s efforts to build customer loyalty is recognized in the entire institution, relating the value of each customer to the value of rewards provided in the loyalty program, and rewarding customer loyalty according to customer priorities. Research results attained in the paper could assist bank managers in the Republic of Moldova in making managerial decisions to prevent customers from migrating to competitors and establish long-term relationships with them, and the conclusions and suggestions might be applicable to banks in other counties with similar problems around the globe.

Kualitas Produk, Testimoni, dan Endorsment Terhadap Loyalitas Konsumen pada Produk Emina di Transmart 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 product quality, testimonials and endorsements on consumer loyalty to Emina Transmart Padang products. This research is a quantitative research, the population in this study is buyers from February to June as many as 2,200 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 Emina Transmart Padang products

Computational Linguistic and SNA to Classify and Prevent Systemic Risk in the Colombian Banking Industry

The banking sector has been one of the first to identify the importance of social media analysis to understand customers' needs to offer new services, segment the market, build customer loyalty, or understand their requests. Users of Social Networking Sites (SNS) have interactions that can be analyzed to understand the relationships between people and organizations in terms of structural positions and sentiment analysis according to their expectations, opinions, evaluations, or judgments, what can be called collective subjectivity. To understand this dynamic, this study performs a social network analysis combined with computational linguistics through opinion mining to detect communities, understand structural relationships, and manage a Colombian case study's reputation and systemic risk in the banking industry. Finagro and BancoAgrario are the network leaders in both centralities, most of the main actors have a negative polarity, and MinHacienda and cutcolombia with totally different orientations appear in all methods.

Analysis of Changes in Fashion Representation in the Perspective of Media Evolution

With the increasing prevalence of social media, fashion has changed with it. Social media has shifted the meaning of fashion from the mass media era to the social media era. In order to build customer loyalty through effective communication with consumers, luxury brands have turned to social media for promotional strategies. Luxury fashion brands have evaluated social media marketing techniques such as Twitter, Weibo and Instagram as an effective tool to take their business to the next level. However, the recent entry of many fashion brands into the luxury market and the ensuing fierce competition has brought unexpected changes to the market. We discuss how fashion performs differently in traditional media and social media, how the type of customer has changed, and how social media allows fashion brands to reach a wider audience.

“Tis the season to…” segment the market

Research methodology This compact case study was developed from secondary sources readily available in the public domain. These included company websites, videos, social media and news articles. Case overview/synopsis Hallmark had a strong history of supporting diversity, equity and inclusion (DEI) initiatives. During the 2019 holiday season, Hallmark Channel was suddenly caught in the middle of a Lesbian, Gay, Bisexual, Transgender and Queer (LGBTQ) ad controversy that attracted media attention. Critics of the ad claimed it went too far and was “inappropriate” to air. LGBTQ advocacy groups quickly rebuked that argument. Ultimately, the media frenzy was short-lived and Hallmark Channel continued to dominate the holiday programming landscape. This case evaluates the marketing aspects of the dilemma including customer segmentation, targeting and positioning (STP) strategy issues. Culture and industry analysis is also provided as a way for the reader to understand the complexity associated with marketing strategy. One underlying question is what role does STP play in understanding how to develop marketing strategies that build customer loyalty and help organizations compete in the marketplace? Complexity academic level This case should be used in marketing and management classes at the undergraduate level. Applicable concepts include segmentation, targeting, positioning, advertising, brand strategy and DEI issues. This case could also be taught in a DEI course or a segmentation special topics class that discusses the differences between customer groups.

SWOT Based Analysis of the Impact of Prepayment Business Model on Brands and Consumers-Starbucks as an Example

The prepayment business model means that customers give retailers credit first, make payments in advance, and put off using the goods or services. This business strategy acquires clients by means of discounts on prepaid consumer cards, which is advantageous to the firms to withdraw cash and lock in customers. The limited edition prepayment physical card may be collaboratively customized with a variety of artistic and cultural works, promotional campaigns can be jointly launched using the prepayment business model.However, because this business model uses credit to advance product or service fees, consumers are in a weak position after payment and are vulnerable to infringement and fraud by bad businesses, so the reputation of this business model is polarized. Businesses typically offer significant discounts on prepaid consumption. In order to analyze the SWOT technique and the good and negative effects of the prepayment business model on enterprises, this article will use Starbucks as an example. According to the report, prepayment business models are used by retailers with solid financial standing and excellent company credit to build customer loyalty, secure a steady cash flow, and maintain a deposit pool. Under this consumption model, consumers might profit from the discount.

PENGARUH BAURAN PEMASARAN TERHADAP KEPUTUSAN PEMBELIAN DAN DAMPAKNYA TERHADAP LOYALITAS PELANGGAN APOTEK DI KECAMATAN SERANG

Pharmacies continue to grow and make business competition between pharmacies increase and reduce drug prescriptions, that require pharmacies to optimize marketing mix strategies that are useful in building customer loyalty. The main purpose of this study is to determine the influence of marketing mix variables on purchasing decisions and its impact on customer loyalty of Apotek in serang district. In this quantitative study, primary data was collected through interviews using a structured questionnaire that has been validated. The data of the research was collected using a random sample of 200 respondents of Pharmacy customers from 3 pharmacies in Serang District. Data analysis using the Structural Equation Modeling software AMOS 23. The results showed that products that are varied, complete and always available have an influence on purchasing decisions and customer loyalty. Low prices have an influence on purchasing decisions and customer loyalty. Location has no effect on purchasing decisions or customer loyalty because Serang District is a densely populated area and the proximity of pharmacies makes location selection not a customer's consideration. Promotion has no effect on purchasing decisions or customer loyalty because promotional activities are carried out only through word of mouth, pharmacies should preferably carry out digital promotions through advertising or television media. People influence purchasing decisions and customer loyalty because pharmacists can explain drugs in detail and behave friendly. The process influences purchasing decisions but does not affect customer loyalty because customers prefer the service process to be fast and easy. Physical evidence has no effect on purchasing decisions or customer loyalty because complete facilities are not a major consideration and the goal is to buy drugs. And the purchasing decisions positive and significant impact on customer loyalty.

Building Customer Loyalty Through Product Quality and Customer Satisfaction

Global market pressure has led all modern companies, including restaurants, to survive the competition by understanding the determinant factors such as product quality, customer satisfaction and customer loyalty. The objective of this research is to find out the effect of product quality on customer loyalty with mediation of customer satisfaction. Design and type of this research are quantitative and explanatory. The object of this research comprises product quality, customer satisfaction and customer loyalty. Subject or also population of this research is the customers of a restaurant named Kuliner Dhahar Enak. Data type is quantitative with the source from primary and secondary data. Sampling technique is Slovin Equation with sample of 78 persons. Data collection technique is questionnaire to get information from respondents. Questionnaire as research instrument is tested with validity test and reliability test. Data analysis procedure employs descriptive statistic analysis, inferential statistic analysis, mediation test, and hypothesis test. Research software involves Microsoft Excel and SmartPLS version 3. Four hypotheses are proposed. The results of research show that product quality has significant effect on customer satisfaction, product quality has significant effect on customer loyalty, customer satisfaction has significant effect on product quality, and product quality significantly affects customer loyalty with mediation of customer satisfaction.