Consumer Loyalty Research Articles

Customer Loyalty Improvement of PT Federal International Finance Danastra Bogor Area

Online loans (pinjol) are increasingly being used by the public, especially during the Covid-19 pandemic where many households are experiencing extraordinary economic pressure. The Financial Services Authority (OJK) provides information regarding the amount of loan disbursements through loan organizing institutions or commonly known as online loan providers (pinjol) in Indonesia touched Rp 20.53 trillion in August 2023. PT Federal International Finance Danastra is an application engaged in multipurpose financing such as working capital, wedding capital, education financing and many other needs to support life. The purpose of the study was to determine how much influence service quality, brand image and customer trust have on customer satisfaction and its impact on customer loyalty at PT. Federal International Finance Danastra, this research uses quantitative analysis methods using SPSS 26 software and the sampling method uses simple random sampling with a sample size of 270 respondents using the Slovin model. Through this research analysis, it is known that the factors of service quality, brand image, consumer trust and consumer satisfaction have a strong and significant influence on consumer loyalty PT. Federal International Finance Danastra.

Evaluating the factors influencing consumer preferences for home delivery versus collection points in Gauteng, South Africa: a systematic literature review

With the rapid growth of online shopping and evolving consumer behaviours, understanding their preferences is important for retailers and logistics providers. The study employs the Technology Acceptance Model (TAM) and Theory of Planned Behaviour (TPB) as theoretical frameworks to analyse how perceived usefulness, convenience, cost, innovation, and loyalty impact consumer choices delivery methods. Through a PRISMA-compliant methodology, relevant studies from 2005 to 2023 were reviewed, highlighting delivery time, cost-effectiveness, technological innovations, and consumer loyalty as critical determinants. Retailers should prioritise enhancing delivery time and convenience by investing in advanced real-time tracking systems and offering flexible delivery schedules that cater to the needs of consumers. The study has developed a conceptual framework to analyse the determinants of consumer preferences in adopting delivery methods, thus providing a valuable information for guiding future research in logistics management.

Mapping The Research Landscape of Customer Loyalty on Beauty Clinic

Beauty skin care has now become a necessity for everyone who wants healthy skin. The lifestyle of women demands more attention to appearance, for that skin care is very important for everyone. Skin and facial care is one of the main needs of modern women who will support their activities. This need is so noticed by skin health and beauty care service companies, that various skin and facial care clinic businesses have sprung up, especially in big cities. This paper contributes to this field by presenting an analysis of new econometric literature on academic research on customer loyalty in the beauty clinic industry. This method utilizes tools like VOSviewer to visualize and analyze bibliographic data, enabling researchers to identify key concepts, research directions, and emerging trends in a particular field. VOSviewer, a widely used software, helps in mapping relationships between concepts, determining research trends, and providing insights for future studies.sing. This study reviewed the comprehensive Scopus database, analyzing 383 documents to identify key metrics, such as influential publication sources, keywords, countries, affiliations, and authors. The results revealed a growing number of publications related to consumer loyalty.

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

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

Pengaruh Harga, Kualitas Pelayanan Dan Store Atmosphere Terhadap Kepuasan Pelanggan

The advent of contemporary lifestyles has precipitated a surge in the number of coffee shops, which have become pivotal sites for social interaction and work. In light of the pivotal role coffee shops play in contemporary society, it is crucial to gain insight into the factors that shape consumer satisfaction. The degree of consumer loyalty to a product, in this case coffee, is significantly influenced by the level of satisfaction experienced by the customer. The objective of this study is to gain insight into the influence of price, service quality and shop atmosphere on customer satisfaction at Sarang Kopi Susu Café in Karanggede, Boyolali. This research employs a mixed-methods approach, integrating both qualitative and quantitative techniques. The research population comprised all customers of the Sarang Kopi Susu Café. A sample of 100 respondents was selected using purposive sampling. The data were analysed using multiple linear regression analysis, a t-test, an F-test and a coefficient of determination (R²). The results of this study indicate that variable X1, namely price, has a positive but insignificant effect on customer satisfaction. Conversely, the variables of service quality and store atmosphere have a significant effect on customer satisfaction at Cafe Sarang Kopi Susu Karanggede, Boyolali.

The Impact of Market Place Persona Based Neuromarketing on Brand Identity and Consumer Attitude on SDG's

Objective: The objective of this study is to investigate the impact of persona-based neuromarketing on brand identity and consumer attitude in the digital marketplace, with the aim of understanding how neuromarketing principles can enhance consumer engagement and marketing effectiveness. Theoretical Framework: This topic is underpinned by several key concepts and theories. Häusel's Limbic Map, consumer behavior theories, and digital marketing frameworks provide a solid basis for understanding the context of the investigation. Method: The methodology adopted for this research comprises a quantitative approach using structural equation modelling with SmartPLS. Participants included 440 respondents, who were surveyed via Google Forms. The study analyzed variables such as Persona, User Interaction, Information Quality, Ease of Use, Visual Design, Entertainment Value, Customization, and Website Domain. Results and Discussion: The results obtained revealed that consumer perceptions of marketplace personas significantly impact their attitudes, with mediator variables playing a crucial role. The marketplace itself acts as a confounding variable, influencing the relationship between brand persona and consumer engagement. In the discussion, these results are contextualized in light of the theoretical framework, highlighting the importance of aligning branding strategies with target audience motivations. Research Implications: The practical and theoretical implications of this research are discussed, providing insights into how the results can be applied in the field of digital marketing. These implications could encompass e-commerce strategy development, brand management, and consumer engagement tactics. Originality/Value: This study contributes to the literature by applying innovative neuromarketing techniques to the digital marketplace context, offering new insights into consumer behavior. The relevance and value of this research are evidenced by its potential to enhance consumer loyalty and brand equity, aligning with SDG 8 and SDG 9.

The Influence of Price, Service Quality and Trust on Consumer Loyalty in Trans Lamongan Straightforward Car Rental Services

The Influence of Price, Service Quality and Trust on Consumer Loyalty in Trans Lamongan Straightforward Car Rental Services

The Influence of Service Quality and Promotion on Consumer Loyalty Through Customer Satisfaction as an Intervening Variable

This research aims to examine and analyze the influence of Service Quality and Promotion on Consumer Loyalty through Customer Satisfaction as an intervening variable for customers at Sulawesi Grilled Fish. The dependent variable used in this research is Consumer Loyalty (Y), the intervening variable used is Customer Satisfaction (Z), while the independent variables used are Service Quality (X1) and Promotion (X2). The sample in this study was 96 respondents. The sampling technique uses purposive sampling with the criteria being that the respondent is at least 18 years old and has made at least 2 purchases. The analytical method used is Convergent Validity, Discriminant Validity. Composite Reliability, Inner model. The results of the research conducted show that Service Quality and Promotion have a positive and significant effect on Customer Satisfaction, the Service Quality and Promotion variables have a positive and significant effect on Consumer Loyalty, the Service Quality variable has a positive and significant effect on Consumer Loyalty through Customer Satisfaction, and the Promotion variable has an effect positive and significant towards Customer Loyalty through Customer Satisfaction.

The Influence of Business Location and Service Quality on Consumer Loyalty with Consumer Satisfaction as a Mediating Variable at PT Giri Aneka Usaha (Perseroda) Giri Husada Wonogiri Pharmacy Unit

The objective of this research is to: 1) test and measure the impact of service quality and business location on customer satisfaction. 2) test and mitigate the effect of quality of service and business site on consumer loyalty. The research was carried out at the Aneka Usaha (Perseroda) Pharmaceutical Unit at Husada district of Wonogiri. The population in this study is the entire customer of Pharmacy Giri Husada. Given the unknown distribution of the population, according to Cooper and Schindler the number of samples taken was 96 rounded to 100 respondents. Research finds that there is an influence on the quality of service and the location of the business on consumer satisfaction. The quality of the service and the location of the business influence the loyalty of the consumer. Consumer satisfaction mediates the quality of the customer service against the loyalty of the consumer, but consumer satisfaction does not mediate the quality of service against the customer loyalty.

The Effect of Brand Image and Somethinc’s Product Prices on Customer Loyalty with Customer Satisfaction as Intervening Variable

This research aims to analyze the relationship between brand image and price and how it affects customer loyalty for Somethinc products and customer satisfaction as intervening variable. This study uses a quantitative approach, collecting primary data via questionnaires using survey methods. In the research sampling, the purposive sampling technique was used. A total of 200 people who used Somethinc product made up the research sample. The Smartpls application was then used to evaluate the survey data using the SEM-PLS analysis technique. According to the study's findings, brand image and price affect customer satisfaction, but brand image have no bearing on customer loyalty. Price and customer satisfaction, on the other hand, have an affect on consumer loyalty. Additionally, this study's findings show that customer satisfaction is proven to be able to mediate the indirect effect of brand image and price on Somethinc's customer loyalty

Customer loyalty: A refined conceptualization, measurement, and model

The study advances Oliver's (1999) theoretical conceptualization of the loyalty phases construct. Based on this conceptualization, a reliable and valid scale of customer loyalty is developed and tested. The results demonstrate that consumer loyalty can be operationalized as a series of four, discriminate phases and that firms can experience significant gains in outcome behaviors as consumers' level of loyalty reaches each of the four phases. The research model is tested across two service industries: (1) hair salon/barber shops (N = 206) and (2) retail stores (N = 202). Because the primary goal of this research is to assess the incremental impact of each higher order loyalty phase on the two outcome variables, a series of regression analyses were conducted for each outcome variable (Advocacy and Share-of-wallet) in each industry sample. The results confirm the operationalization of consumer loyalty as a series of four discriminate phases and provides insight into the process by which consumers' loyalty transforms through these four phases into specific outcome behaviors (advocacy and share-of-wallet).

Application Research of Brand Story in Marketing

Brand stories play a vital role in modern marketing. It can not only enhance the brand awareness, but also enhance the brand loyalty of consumers through emotional resonance. The construction of a brand story usually consists of four parts: beginning, development, climax, and ending. The beginning part introduces the origin and original intention of the brand, the development stage describes the growth and challenges of the brand, the climax part shows the success and brilliance of the brand, and the ending part looks forward to the future of the brand. This paper will explore the elements of the brand story and its application strategy in marketing, and analyze its practical effects through the Nike case.

PENGARUH LOKASI, HARGA DAN PROMOSI TERHADAP LOYALITAS KONSUMEN PADA USAHA AYAM GEPREK DV DI SITUBONDO MELALUI KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING

Marketing is an interconnected activity between companies and consumers as a system for generating profits, therefore having the right marketing strategy can improve it, especially as a means of developing the Ayam Geprek DV restaurant business in Situbondo Regency. The aim of this research is to analyze and test the influence of Location, Price and Promotion on consumer loyalty through consumer satisfaction as an intervening variable. The target population in this study was DV Geprek Chicken consumers, numbering 97 respondents. This sampling technique is simple random sampling. Data analysis and hypothesis testing in research uses Structural Equation Models - Partial Least Square (PLS-SEM). The results of the direct influence hypothesis test using the Smart PLS 3.0 application, show that location has a significant positive effect on consumer satisfaction. Price has a significant positive effect on consumer satisfaction. Promotion has a significant positive effect on consumer satisfaction. Location has a positive but not significant effect on consumer loyalty. Price has a positive but not significant effect on consumer loyalty. Promotion has a significant positive effect on consumer loyalty. Consumer satisfaction has a significant positive effect on consumer loyalty. Then the results of the indirect effect hypothesis test show that the location variable on consumer loyalty through consumer satisfaction has a significant positive effect. Price on consumer loyalty through consumer satisfaction has a significant positive effect. Promotion of consumer loyalty through consumer satisfaction has a significant positive effect

Pengaruh Promosi dan Kualitas Pelayanan Terhadap Keputusan Pembelian Konsumen di Indomaret Wilayah Kecamatan Gubeng Kota Surabaya

This study aims to analyze the influence of promotions and service quality on consumer purchasing decisions at Indomaret stores in the Gubeng District of Surabaya City. The background of this research stems from intense competition in the retail industry, which demands companies to enhance attractiveness through optimal promotional strategies and improved service quality. In facing these challenges, it is crucial for retail companies like Indomaret to understand the factors influencing consumer purchasing decisions to formulate appropriate strategies. This research employs a correlational method to measure the relationship between the variables of promotion and service quality with consumer purchasing decisions. Data were collected through a survey conducted among Indomaret customers in the Gubeng District of Surabaya City, with a sample size of 100 randomly selected consumers to ensure the representativeness of the research findings. The survey included various questions designed to evaluate consumer perceptions of Indomaret's promotions and the service quality they received. Data analysis utilized multiple linear regression to determine the influence of each independent variable—promotion and service quality—on the dependent variable, consumer purchasing decisions. The results indicate that both promotion and service quality significantly influence consumer purchasing decisions at Indomaret in the Gubeng District of Surabaya City. This suggests that effective promotional strategies such as discounts and loyalty programs, along with high service quality such as staff friendliness and service speed, can enhance consumer purchasing decisions. The conclusion emphasizes the importance for retail companies to develop and implement innovative promotional strategies and continuously improve service quality. Thus, Indomaret can maintain and increase consumer loyalty, and compete more effectively in the competitive retail industry. This research contributes significantly to understanding consumer behavior in the retail context and serves as a reference for other retail companies in designing effective marketing strategies.

PRODUCT DEVELOPMENT STRATEGIES IN MARKETING MANAGEMENT: THE CASE OF THE FOOD AND BEVERAGE INDUSTRY

This study aims to analyze product development strategies in marketing management, focusing on the food and beverage industry. The research method employed is a qualitative case study, where data were collected through in-depth interviews with product managers and document analysis from several leading companies in the industry. The study identifies various product development strategies implemented, including product innovation, diversification, and adaptation to market trends. The results indicate that continuous product innovation and responsiveness to changing consumer preferences are key factors in maintaining company competitiveness. Furthermore, product diversification that considers market segmentation is proven effective in expanding market share and enhancing consumer loyalty. In conclusion, proactive and adaptive product development strategies play a crucial role in the success of marketing management in the food and beverage industry. This research provides practical insights for product managers and marketers to design more effective product development strategies in line with market dynamics.

Kajian Industri Minuman Teh Sebagai Minuman Halal di Indonesia: Kualitas Sensori dan Preferensi Konsumen

The tea beverage industry in Indonesia is a significant contributor to the national economy and is a popular commodity for domestic consumption. The objective of this study is to analyze the tea beverage sector in Indonesia, specifically in terms of its status as a halal beverage. The study will primarily focus on evaluating the sensory quality of the tea and understanding consumer preferences. A descriptive qualitative methodology was employed to choose four widely recognized packaged tea brands. The sensory study was conducted using hedonic rating tests to ascertain the optimal product quality and the products most favored by the panelists. The study's findings indicate that the four brands of packaged tea comply with the regulations set by LPPOM and BPJPH regarding halal certification. Regarding sensory quality, Teh Pucuk and Frestea exhibit a high level of consumer acceptability, with overall parameter ratings of 5.16 and 5.44, respectively (indicating a moderate likeness). Teh Pucuk stands out for its exceptional freshness and taste, Teh Kotak is known for its consistent quality and enticing aroma, Teh Botol is renowned for its strong brand confidence, and Frestea is distinguished by its jasmine aroma and convenient packaging. Manufacturers who can uphold product quality, foster innovation, and execute effective promotions will experience greater ease in acquiring consumer preferences and enhancing consumer loyalty.

Industry 4.0 readiness: the impact of effective implementation of I4.0 on marketing performance

PurposeThe purpose of this study is to examine how Industry 4.0 (I4.0) implementation might improve marketing performance (MP). Early adopters now have the chance to capitalize on the advantages of this successful implementation owing to the transition to I4.0. To improve MP, businesses must be able to identify and manage their effective implementation of I4.0 technologies, which are essential to improve industrial performance.Design/methodology/approachA survey was created and sent to 311 samples of manufacturing companies. To investigate the hypothesis created in this context, the study includes a survey-based analysis. To present the study’s findings, partial least squares-structural equation modeling has been used.FindingsAccording to the findings, it can be concluded that an efficient implementation of Industry 4.0 (EII) can improve MP by positively impacting consumer loyalty and increasing customer loyalty (CL) positively enhancing by product customization (PC). The study’s key results, however, are how both PC and CL affect MP.Research limitations/implicationsThe intensive production technologies that are at the center of I4.0 will be better understood by professionals thanks to this study. The Internet of Things, artificial intelligence, additive manufacturing, sophisticated robots and many more are examples of these technologies. I4.0’s application strengthens efficiency and high-quality production. The I4.0 concept is gaining popularity in both developed and emerging countries due to its higher performance. Additionally, business people are actively working to implement I4.0 and make it a big success.Originality/valueThe study identifies the successful adoption of I4.0 that has a substantial impact on businesses’ MP. However, there is a lack of noteworthy studies that can concentrate on the marketing reach with I4.0 deployment. As a result, the goal of the current research is to comprehend how I4.0 will affect MP.

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

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

PENGARUH KUALITAS PELAYANAN KERAGAMAN PRODUK DAN SUASANA TOKO DALAM MENENTUKAN LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING PADA TOKO KOSMETIK SOMAYA SITUBONDO

The purpose of the study was to determine the effect of service quality, product diversity and shop atmosphere on consumer loyalty, with customer satisfaction as an intervening variable at Somaya Situbondo Cosmetic Shop. The sampling technique used in this study was a saturated sample. Data analysis and hypothesis testing in this study using the Structural Equation Model - Partial Least Square (PLS-SEM). The results showed that service quality has a positive and significant effect on customer satisfaction, product diversity has a positive and significant effect on customer satisfaction, shop atmosphere has a positive and significant effect on customer satisfaction, service quality has a positive but insignificant effect on customer loyalty, product diversity has a positive and significant effect on customer loyalty, Shop atmosphere has a positive and significant effect on customer loyalty, customer satisfaction has a positive but insignificant effect on customer loyalty, service quality has a positive but insignificant effect on customer loyalty through customer satisfaction, product diversity has a positive but insignificant effect on customer loyalty through customer satisfaction, shop atmosphere has a positive but insignificant effect on customer loyalty through customer satisfaction.

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.