Company Loyalty Research Articles

CEO activism: a strategic framework for topic selection, considering issue maturity and congruence

PurposeThis study proposes that strategic planning and execution can make CEO activism an effective public relations practice. It introduces a model for selecting activism topics, emphasizing issue maturity and congruence as critical factors. The study investigates how topic selection influences public trust in CEO activism and perceptions of CEO leadership, ultimately impacting public support for the advocated issue and company loyalty.Design/methodology/approachA randomized 2 × 2 experiment was conducted: issue maturity (mature vs controversial) and issue-company congruence (high vs low).FindingsGenerally, CEO activism on mature issues fostered greater public trust and favorable evaluations of transformational leadership compared to controversial issues. However, issue-company congruency significantly moderated these effects. Mature, high-congruence issues led to increased trust, positive leadership evaluations and greater advocacy and company loyalty. In contrast, mature issues with low congruency did not yield the same positive outcomes. Controversial issues with high congruency resulted in the lowest levels of trust, potentially leading to backlash and diminished the positive impact of CEO activism.Originality/valueThe results underscore the importance of strategic issue selection for CEO activism. Carefully chosen topics, considering both issue maturity and company-issue congruence, can effectively garner public support for the sociopolitical issue the CEO is advocating for while simultaneously enhancing perceptions of the CEO’s leadership and fostering company loyalty.

Individual’s Choice on Buying Life Insurance Products in Nepal

This study examines the factors influencing individual’s choice on buying life insurance products in Nepal. An individual’s choice on buying life insurance policy is selected as the dependent variable. The independent variables are company loyalty, premium charge, agent, claim settlement and company image. The primary source of data is used to assess the opinions of the respondents regarding individual’s choice on buying insurance products in Nepal. The study is based on primary data with 151 respondents. To achieve the purpose of the study, structured questionnaires is prepared. The correlation coefficients and regression models are estimated to test the significance and importance of different factors driving individual’s choice on buying life insurance products in Nepal. The study showed that company loyalty has a positive impact on individual’s choice on buying life insurance policy. It indicates that company’s loyalty towards consumer stimulates the individual’s choice on buying insurance products in Nepal. Similarly, premium charge has a positive impact on individual’s choice on buying life insurance products. It indicates that fair premium charge stimulates the individual choice. Similarly, agent of the respective company has a positive impact on individual’s choice on buying life insurance products. It indicates that the behaviour and knowledge of agents impulse individuals’ choice on buying life insurance products. The study also showed that claim settlement has a positive impact on individual’s choice. It indicates that proper claim settlement process stimulates the individuals’ choice on buying life insurance products. Furthermore, company image has a positive impact on individual’s choice on buying life insurance policy. It indicates that good company image stimulates individual’s choice on buying life insurance products in Nepal.

DESIGNING A CUSTOMER LOYALTY PROGRAM WEB SERVICE

Currently, bonus programs from various companies are very popular, using which companies increase the loyalty of the company's customers, thereby ultimately increasing profits. The article describes the process of developing a web service of the company's loyalty program. The subject area has been studied, different types of loyalty programs have been considered, and its own loyalty program has been developed, which formed the basis for the model of the web service being developed. Next, an overview and analysis of development tools is performed, the most suitable technology stack for implementation is proposed using the example of the .Net Framework platform for implementing the server side and using open libraries to implement the user interface. Based on the analysis of the subject area and the development tools intended for use, a database model of the system was developed, and a database management system represented by MySQL was selected. The architecture of the system was designed using the MVC architectural pattern, Onion design patterns and Repositories, and a scheme for the implementation of the methods of operation of the web service with client accounting systems was proposed. A cashback service project has been developed, which is a web application that interacts with client programs. A module for integration into accounting systems has been developed, using the example of such software products as Topaz-gas station, Frontol and 1C.

How is your loyalty programme going? A framework for a loyalty programme performance indication system

One of the root causes of the failure of membership programmes introduced by many companies is the lack of a systematic performance evaluation framework that can design, monitor and evaluate membership programmes tailored to the company’s own circumstances. This paper proposes a loyalty programme performance evaluation framework called MemPIS to help use the loyalty programme as a strategic platform for digital customer management and to provide a standard for optimising a company's loyalty programme. Using the MemPIS framework, this paper emphasises profitability, stability, growth potential and activeness of membership when evaluating programmes from a financial perspective, and suitability of tier design, reward design, point design and membership operation for the evaluation of programmes from a non-financial perspective. After developing candidate evaluation indicators and measurable matrixes for each evaluated subject, these are applied to a Korean cosmetics company to test the practical validity of the research and to suggest improvements to the membership programme to the company. Weights for all evaluative perspectives, subjects and indicators evaluated were calculated through AHP analysis. This research found that MemPIS can not only reveal the problems of a company's membership programme, but also suggest directions for improvement in the future.

The Importance of Trust in Cultivating Employee Loyalty and Productivity in a Remote Work Environment

Purpose: This study aims to interpret workers' desire, especially copywriters, to work from home while producing profitable results for the company and maintaining a competitive advantage. Theoretical framework: Motivation is an essential aspect of human decision-making because it motivates people to act, according to Abraham H. Maslow (2002). Motivation is an inner drive that guides a person's behavior and can be influenced by factors such as comfort, style, prestige, or a desire to fit in with others. Design/methodology/approach: This study uses a qualitative inductive reasoning-based exploratory technique to investigate individual experiences in the advertising industry during a pandemic. It uses a phenomenological paradigm. Creswell (2014) defines phenomenological research as a branch of economics, management, and psychology that describes participants' life experiences related to a phenomenon. Findings: Employee loyalty can be developed by trusting and respecting colleagues, which is essential for a pleasant work environment, especially when working remotely. Remote working has several benefits, including increased productivity, improved work-life balance, and cost savings for employees and businesses. Flexible work arrangements and focusing on employee time off can significantly impact employee loyalty, productivity, and overall competitive advantage. Research, Practical & Social implications: Trust and respect for their employees' time and well-being must be prioritized by transformational leaders, which can increase company loyalty, productivity, and growth. Originality/value: Trust and confidence in the company's leadership and mission can foster employee loyalty and a healthy work environment, even when working remotely.

IMPROVEMENT OF THE SYSTEM FOR MANAGEMENT OF ORGANIZATION'S COMMUNICATION WITH CONSUMERS BY AUTOMATING THE SERVICE PROVISION PROCESS IN THE CRM ENVIRONMENT

The project on the development of the concept of formalizing relations between service users and the state institution "Government Contact Center" is implemented. The developed concept is used for the development and integration of the CRM system module. Such research methods as basic statistical analysis, comparison, content analysis of secondary information, observation, and generalization have been used to solve the problematic tasks set in the research. It has been established that customer relationship management is a tool for achieving company loyalty through customer satisfaction with the level of services. Competent organization of the service automation process provides an opportunity to increase the efficiency of the employee and increase the client's loyalty to the actions of the institution or organization. It is found that, with the help of the concept of integrated marketing communications, the public can solve problems by contacting an institution or organization to resolve problematic issues. In order to carry out this activity, a working environment is needed through which communication between the institution and the client can be built. It is found that the CRM system provides an environment that would satisfy such requests. The software complex allows not only communication between the institution and the recipient of services but also systematization of all data. The main points regarding the value of using the CRM system in the work with users of the services of the state institution "Government Contact Center" are shown. The relationship between the knowledge base and the provision of services is shown. Based on the institution's CRM system, a mechanism for improving the knowledge base, which operates on the basis of the CRM system, is proposed, and it is shown how the institution's specialists can participate in its improvement. The stages of improving the knowledge base of the CRM system with the help of the new section "News Service of the Government Contact Center" and the role of the "Telegraph of News" section in it are described. The role and new responsibilities that arise as a result of the implementation of this concept for a group of employees are shown. It has been established that knowledge base consultants and experts play a decisive role in the launch of this concept of improving the knowledge base of the CRM system of the state institution "Government Contact Center".

How to increase company loyalty: using relational variables and sustainable practices to segment the maritime transport sector

Intense competition in goods transportation has highlighted the importance of understanding customers’ interests in order to design successful relationship strategies. This study proposes, through a segmentation approach, to identify customer groups based on their perceptions of sustainable practices and relational variables about their main transport supplier. From a sample of 122 companies, a multiple correspondence analysis was carried out. The results show that there are three groups of customer companies, which correspond to a high, low, and medium relational and sustainability approach. The identified segments are also significantly different in terms of time of operation in the maritime sector, type of activity, size, and age. This proposal provides valuable information at the managerial level on the most influential attributes in the generation of loyalty in the B2B context of the maritime transport sector.

Customer Satisfaction and Financial Performance of PT. Garuda Indonesia (Persero) Tbk.

An increase in passengers does not always accompany the rise in Garuda Indonesia's customer satisfaction index (CSI). However, even though the number of passengers decreased, income on scheduled airline service showed an increasing trend. On the other hand, this condition has no implications for increasing the company's profitability. This phenomenon is important to study because it will likely decline if it refers to the projection of the number of aircraft passengers in the following year. This problem will, of course, impact the financial condition of the airline company, so it is necessary to do several alternative strategies to overcome it. This study aims to analyze trend of CSI on Garuda Indonesia’s, determine the effect of customer satisfaction (CSI) on Garuda Indonesia's financial performance and formulate an alternative approach to improve the company's financial performance in the future. The results show that customer satisfaction harms financial performance through return on assets (ROA). Firm size is negative to moderate the relationship between CSI and ROA. Meanwhile, sales growth cannot moderate the relationship between CSI and ROA. An alternative strategy that the company can take to improve its financial performance is making efficient operating expenses, including operational flight expenses, ticket expenses, sales, promotions, and passenger service expenses. In addition, the company can also maximize the company's loyalty program. Keywords: customer satisfaction, financial performance, return on assets, airline industry, Garuda Indonesia

Building Work Spirit: Analysis of the Work Environment, Workload and Co-Workers (Study Literature)

Article Literature Review Building Work spirit: Analysis of the Work Environment, Workload and Colleagues is a scientific article that aims to build a research hypothesis of the influence between variables that will be used in future research, within the scope of science Human Resource Management. The method of writing this Literature Review article is by the library research method, which is sourced from online media such as Google Scholar, Mendeley and other academic online media. The results of this Literature Review article are that: 1) The Work Environment affects Work spirit; 2) Workload affects Work spirit; and 3) Colleagues affect Work spirit. Apart from these 3 exogenous variables that affect the endogenous variables of Work spirit, there are many other factors including the variables compensation, leadership and company loyalty.

Pengaruh Social Media Marketing, Brand Awareness, Dan Brand Image Terhadap Brand Loyalty Pada J&T Express Di Surabaya

Currently, the internet has a very big influence on the market which must be supported by delivery services so that it can reach consumers. Through the use of internet technology, using social media as a promotional event will create brand awareness and a good brand image, which in turn are expected to foster company loyalty. This study aims to analyze the effect of social media marketing, brand awareness, and brand image on brand loyalty at J&T Express in Surabaya. The sampling technique used was non probability sampling by means of purposive sampling. The sample used in this study was 150 respondents. The characteristics of respondents in this study were respondents who had made transactions at J&T Express in Surabaya. Data were collected using a questionnaire. The data analysis technique used is SEM analysis with the LISREL program. The research results prove that Social Media Marketing has a significant influence on Brand Awareness; Social Media Marketing has a significant influence on Brand Image; Brand Awareness has a significant influence on Brand Loyalty; Brand Image has a significant influence on Brand Loyalty; Social Media Marketing has a significant influence on Brand Loyalty. This research is expected make more use of social media marketing as a tools of communication which later will affect awareness, brand image, and loyalty.

The Role of Brand Loyalty & Image Development Integrated with Brand Awareness, Service Quality, Product Strategy & Price Strategy: An Persfective Asia

Loyalty consumers of a brand are a central part of sales, and it has forced a company in the form of goods & services to evaluate its performance. Thus, a company strives to always have customers who have high brand loyalty in order to remain excess in the competition. However, the implementation is not as easy as the implementation, the competition is very hard, still, sudden and unexpected at this time does not automatically leave the old pattern of service to consumers can be abandoned. This shows that most goods and service companies are internally slow in implementing sales theory which results in loyal customers still far from expectations. This study aims to examine how factors such as brand awareness, service quality, product strategy and price strategy affect corporate image and brand loyalty of corporate organizations in the form of goods & services located in developing countries. The findings from the structural equation model analysis tested by end users consisting of 187 (one hundred and eighty seven) selected consumers in Eastern Indonesia prove that the application of sales theory in terms of brand awareness, service quality, product strategy and price strategy has a significant & positive impact on image, company and brand loyalty. This research underlies the importance of having a customer base that has high brand loyalty which can increase trade, attract new customers and the company quickly responds to competitors' movements for other evaluations and for future competitive advantages.

PENGARUH KUALITAS PELAYANAN, HARGA, PROMOSI, KEAMANAN TRANSAKSI, DAN LOYALITAS PERUSAHAAN TERHADAP PENGAMBILAN KEPUTUSAN PEMBELIAN TIKET PESAWAT ONLINE PADA APLIKASI TRAVELOKA

Based on the t test results, the quality of service has a significant effect on purchasing decisions with a significance value of 0.008 smaller than 0.05 (0.008 < 0.05), meaning the quality of service has a significant influence on the purchase decision. The price significantly affects the purchase decision with a significance value of 0.000 smaller than 0.05 (0.000 < 0.05), which means that the price has a significant influence on the purchase decision. Promotion significantly affects the purchase decision with a significance value of 0.047 smaller than 0.05 (0.047 < 0.05), meaning the promotion has a significant effect on the purchase decision. Transaction security significantly affects purchase decisions with a significance value of 0.017 less than 0.05 (0.017 < 0.05), meaning transaction security has a significant effect on the purchase decision. Company loyalty significantly affects the purchase decision with a significance value of 0.037 smaller than 0.05 (0.037 < 0.05), meaning company loyalty has a significant influence on purchasing decisions.

The impact of customer involvement in airline loyalty programs: a multigroup analysis

Loyalty programs (LPs) have been considered a key determining factor for the performance of many companies. Although the benefits, satisfaction, perceived functional value (PFV), and loyalty (BSPfvL) have been widely explored, few studies have attempted to compare the results of this model in different groups of consumers. This study aims to analyze the relationships for varying levels of user involvement in airline loyalty programs. The population of this study was individual members of airway loyalty programs in Brazil. We obtained 429 answered questionnaires. We used multi-group analysis (MGA) using Partial least squares structural equation modeling (PLS-SEM). The results of this study indicate the mediation effect of satisfaction and perceived value and moderation of consumer involvement. A difference was identified between the two groups regarding hedonic benefits, satisfaction, and loyalty. This research has successfully contributed to the airline industry regarding the importance of loyalty benefits. Additionally, it highlights the importance of establishing consumers’ involvement in company loyalty programs. Finally, this study provides practical and theoretical contributions and guides future research efforts.

Pengaruh Citra Perusahaan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Bengkel Mobil Sama Jaya Singaraja

This study. aims to examine the. effect. of (1) Company.iImage. and customer satisfaction on. Customer. loyalty, (2) Company image on customer loyalty, and (3) Customer satisfaction on customer loyalty at Car Workshop Sama Jaya Singaraja. The research design is quantitative casual. The subjects in this study were customers at Sama Jaya Singaraja Car Workshop, while the object of this research was the company image, customer satisfaction, and customer loyalty. Sampling using purposive sampling method of 100 respondents. The. data. collection. method. is the survey. method, which is analyzed using multiple linear regression. The results of this study indicate that (1) Company image and customer satisfaction have a positive and significant effect on customer loyalty, (2) Company image has a positive and significant effect on customer loyalty, (3) Customer satisfaction has an influence positive and significant impact on customer loyalty of the Sama Jaya Singaraja Car Workshop.

Banking front-line personnel assessment by fuzzy logic approaches

The article is dedicated to the qualitative assessment of banking personnel and the interpretation of the results with a developed fuzzy logic expert system. The authors proposed to evaluate human resources based on the Company Loyalty, Customer Service Quality and Intra-Corporate Communication which are linguistic terms for personnel to be assessed. To interpret the results of the received staff assessment, a fuzzy expert system was developed which enables the Business Efficiency of Personnel to be estimated. The expert system was tested at the front-line office of the regional bank. Regression and correlation analysis revealed high correlations between the Business Efficiency of Personnel and the quantitative results of employees. The practical relevance of the research is conditioned by the growing need to assess credit managers during the trial period or at the introduction of new products, while quantitative indicators are absent. The methods used for research comprise survey, ranking of the factors and factor analysis.

Perception of Consumers towards Nepalese Insurance Products

This paper examines the changing perception of consumers towards Nepalese insurance products. Descriptive and causal-comparative research designs are used to achieve the objectives and data are collected through a structured questionnaire from 400 respondents of Kathmandu valley and Parsa district. Descriptive statistics, as well as multiple regression models, are used to analyze the data. It is found that consumer perception (dependent variable) is positively correlated with independent variables (company loyalty, service quality, satisfaction level, company image and ease of procedures). Company image, company loyalty and satisfaction level are the most dominant factors that influence the perception of consumers towards insurance products in the context of Nepalese insurance companies. This study is an endeavor to extend the literature of changing the perception of consumers towards insurance products and it is the first to report the evidence from the combination of Kathmandu valley and Birgunj metropolitan city of Parsa district perspective.

Co-Creation & Retensi Pelanggan dalam Bangunan Strategi Kemitraan Virtual

In the turbulence of the marketing environment, customer-company relationships are faced with increasingly transparent collaborative mechanisms. A collaborative network of customer-company interfaces was formed as a result of the development of access, media, and developing technology. In the customer relationship management model, customer involvement through co-creation becomes the dominant paradigm that shapes customer value. The more customers are involved in determining the expected value, the more customers feel the satisfaction that has implications for company loyalty and ability. Customer retention is a part of it, which can be a trigger and mediation for the creation of customer commitment and loyalty.

Effect of Service Quality and Corporate Image On Customer delight and Loyalty Customer in BPD Bali, Gajah Mada Main Branch, Denpasar Bali

This paper reveals that service quality and corporate image are not important factors for customer delight and loyalty. This research is motivated by the desire to measure the importance of service quality and corporate image to customer delight and company loyalty. Insights on various literatures have provided an explanation, there is a tendency for service quality and corporate image to affect customer delight which in turn will affect loyalty. The important idea is to show the importance of service quality and corporate image to customer delight and customer loyalty, which means that the better the service quality and corporate image, the more customer delight will increase, which in turn will increase customer loyalty. This study uses customer data at one bank but they are also customers of other banks in Bali. A type of quantitative research, using a pre-existing measurement scale with a PLS-based SEM analysis tool. Customers do need quality service and a good corporate image. This finding is proven by the better the service quality and corporate image, the more customer delight will increase, the higher the, the higher customer delight the loyalty. Customer delight perfectly mediates the relationship between service quality and corporate image, which means that through the mediation of customer delight, service quality and corporate image affect customer loyalty. Service quality and corporate image in banking must be able to create customer delight so that customer loyalty increases.

Loyalty [MicroBusiness

Discusses the company loyalty for years of dedicated service and compares this with the challenges faced in the workplace in a new and ever changing workplace where people may not stay with a company for over 20 or 30 years.

Leveraging Pay and Benefits as Workforce Retention Strategies: Insights from a Case Study of Napa Vineyard Workers

Summary Goals: California agricultural employers are experiencing a sharp rise in wage costs as new labor laws come into effect, while concurrently struggling with labor shortages. Employers often focus on pay increases and the provision of benefits to attract and retain highly skilled agricultural workers. We undertook these studies to assess the impacts of these actions on retention of a population of vineyard workers in Napa County, California. Key Findings: A pilot study conducted in 2017 did not find a strong relationship between hourly pay and worker turnover intentions over a $5.50 pay range differential, suggesting that other factors may play a role in worker retention. A subsequent study conducted in 2018 found that pay satisfaction predicted turnover intentions. Pay satisfaction for permanent workers was greater when they were on structured pay scales that reflected seniority, loyalty, and experience, and offered explicit opportunity for advancement with increasing compensation. Vineyard workers expressed considerable individual variation in their degree of satisfaction with benefits packages. However, in general, they particularly valued the provision of general health insurance, vision, dental, and accumulated sick days. Impact and Significance: Attracting and retaining skilled agricultural workers is increasingly challenging in a changing regulatory environment with general worker shortages. We offer four key recommendations to agricultural employers: 1) offer structured pay scales that reward company loyalty and worker seniority to boost pay satisfaction; 2) offer pay that is commensurate for the region; 3) recognize the potential role that provision of benefits has in building a sustainable workforce; and 4) dedicate resources to improving aspects of the work environment beyond pay and benefits. In our experience, benefits packages are easily misunderstood, so they must be clearly communicated and, where possible, tailored to individual needs.