Affect Customer Loyalty Research Articles

Analysis of Customer Loyalty Through Service Quality, Price, Brand Image, and Customer Satisfaction as Mediators at PT. Angkasa Pura Logistik at I Gusti Ngurah Rai Airport Cargo Terminal

This study aims to analyze the factors that affect Customer Loyalty at the Cargo Terminal of PT Angkasa Pura Logistik I Gusti Ngurah Rai Airport Denpasar by using service quality, price and brand image as research variables through customer satisfaction. The population of this study is customers from PT. Angkasa Pura Logistics with a sample of 164 respondents. The results of this study show that of the four variables, including price to customer loyalty through customer satisfaction as mediation, brand image to customer loyalty through customer satisfaction as mediation, price to customer loyalty and brand image to customer loyalty which have a positive and significant effect. Meanwhile, the quality of service to customer loyalty through customer satisfaction as a mediator, the quality of service to customer loyalty and the brand image to customer loyalty have no positive and significant effect.

The Influence of E-Commerce Innovation and E-Services Quality on Customer loyalty with Customer Satisfaction as Mediator in Gen-Z

This study investigates the influence of e-commerce innovation and e-service quality on customer satisfaction and loyalty among Gen-Z students in Surabaya. Utilizing a non-probability sampling technique and the Lameshow formula, data were gathered via a structured questionnaire from 384 active students aged 20-25 years. Multiple linear regression analysis, conducted with the PLS program, revealed that all variables met the validity (AVE > 0.05) and reliability (Cronbach's alpha > 0.7) criteria. The hypothesis tests indicated that e-commerce innovation does not significantly affect customer loyalty (P-value 0.976 > 0.05), whereas e-service quality does (P-value 0.000 < 0.05). Both e- commerce innovation and e-service quality significantly impact customer satisfaction (P-value 0.000 < 0.05), which, in turn, significantly influences customer loyalty (P-value 0.000 < 0.05). Additionally, the study found that e- commerce innovation and e-service quality significantly affect customer loyalty when mediated by customer satisfaction (P-value 0.000 < 0.05).

Analysis of Factors Affecting Customer Loyalty and Acquisition in Sociopreneurship-Based Cleaning Services

The competitive landscape necessitates that startups have competitive strategies to attract consumers and retain customers. Startups need to realize sustainable business practices where companies cannot solely focus on profit but also implement sustainable business concepts that consider social and economic dimensions. Various digital platforms can be utilized by companies to publicize their business activities. One such startup that applies this strategy is Cleansheet, a sociopreneurship in the field of cleaning service based on empowerment. The research was conducted in Bogor from January to March 2024 through interviews and the distribution of questionnaires to 285 respondents. The results of the SEM analysis show that Cleansheet's customer acquisition is significantly influenced by digital marketing, customer loyalty, and sustainability perception. Meanwhile, customer loyalty is significantly influenced by customer satisfaction, sustainability perception, digital marketing, and service quality. Regarding the indirect effect, customer satisfaction significantly acts as a mediating variable in the partial influence of digital marketing and service quality on customer loyalty.

The Influence of Product Quality and Service Quality on Customer Loyalty Through Customer Satisfaction

Product quality an important role in the marketing strategy that can be implemented by Informa by providing the best products for its consumers to provide trust, satisfaction and a positive experience so that consumers make product purchases in the future. The purpose of this study was to determine the greatest influence of customer loyalty. This type of research is quantitative with a purposive sampling technique distributed through a questionnaire to 190 male and female respondents of Informa product customers aged 17-50 years who have made a purchase at least 1 time in the last 1 year and domiciled in Jakarta. Primary data analysis was carried out using the SEM Smart PLS method. The results of this study indicate that product quality and service quality have an effect on customer satisfaction. Furthermore, product quality and service quality have a direct effect on customer loyalty, but satisfaction does not affect customer loyalty. Customer satisfaction is not proven to be a mediation between product quality and service quality on customer loyalty. This study contributes to Informa in maintaining and increasing customer loyalty, which can be seen from several factors formed from each consumer complaint optimally and measurably. For further research, the researcher suggests expanding the research area and looking for objects in other fields.

Product Quality and Brand Trust Analysis on Customer Loyalty at Zetqlo Apparel in Bandung City

Introduction/Main Objectives: The purpose of this study is to determine how customer loyalty at Zetqlo Apparel in Bandung is affected by product quality and brand trust. Zetqlo, a jersey brand founded in 2018, has faced fluctuating sales from 2021 to 2023 due to concerns over declining product quality, which has eroded customer trust. Background Problems: The study investigates the problem of how declining product quality has affected customer loyalty, addressing the research question: How do product quality and brand trust influence customer loyalty at Zetqlo? Novelty: While existing research has explored product quality and brand trust individually, this paper focusses on their combined effect on customer loyalty within a local fashion brand context, an area that has been underexplored in Bandung. Research Methods: The study employs a quantitative approach, with data gathered from 100 respondents using purposive sampling. A structured questionnaire based on a Likert scale was used, and multiple regression analysis was applied to evaluate the relationships between the variables. Findings/Results: The analysis shows that product quality significantly and positively affects customer loyalty, while brand trust has no significant direct impact. However, product quality and brand trust together account for 73.9% of the variance in customer loyalty. Conclusion: The study concludes that maintaining high product quality is essential for sustaining customer loyalty at Zetqlo, while improvements in brand trust are also necessary. These findings suggest that enhancing both product quality and communication efforts is key to Zetqlo’s continued success in a competitive market.

Social Media Marketing and Its Relationship with Customer Loyalty: A Case Study in Cieneguilla, Peru

The objective of this research is to identify the relationship between social media marketing and customer loyalty in a restaurant in Cieneguilla, Peru. The study aims to highlight the importance of leveraging technological innovation to strengthen customer loyalty and improve business competitiveness in the current context. The study fills a gap by exploring how social media marketing affects customer loyalty in a specific sector such as restaurants, an area that has been under-researched in the context of Cieneguilla. Although previous studies have addressed the relationship between social media and loyalty, no comprehensive analysis has been conducted in this geographic and commercial area. The study has a quantitative approach, correlational type, and non-experimental design. A sample of 385 restaurant customers was used, with questionnaires of 22 items for the social media marketing variable and 23 items for the customer loyalty variable. Data collection was processed using the IBM SPSS 27.0 program, and Cronbach’s alpha coefficient was used to measure the reliability of the instruments. The results show a low positive correlation between social media marketing and customer loyalty (r = 0.359). It is concluded that as the company improves its social media marketing strategies, the level of customer loyalty increases. However, the implementation of these strategies is still perceived as average by most customers.

Do Brand Personality and Celebrity Endorser Influence Customer Loyalty through Brand Trust?

In an attempt to maintain customer loyalty to Madame Gie Cosmetic, it is necessary to innovate in promotion and marketing. Factors that can affect customer loyalty are brand personality and celebrity endorsers which are also related to brand trust variables. So, the purpose of this study is to examine the effect of brand personality and celebrity endorsers on customer loyalty through brand trust on Instagram followers of the Madame Gie Cosmetic brand. The approach used is quantitative research with descriptive explanatory and questionnaire filling methods. Research data obtained from 320 respondents. Data processing is done using Smart-PLS software. Data were analyzed by descriptive analysis, outer model, inner model and hypothesis testing with t-statistic value for alpha 5%. The results of this study are Brand personality has a positive and significant effect on customer loyalty and brand trust. Celebrity endorsers have a positive and insignificant effect on customer loyalty and brand trust. Brand trust has a positive and significant effect on customer loyalty. Brand personality and Celebrity endorsers have a positive and significant effect on customer loyalty through brand trust. While the general relationship between brand personality, celebrity endorsers, and customer loyalty has been explored in previous studies, the specific findings of this research contribute to the existing knowledge in several ways: Mediating role of brand trust and Specificity to Madame Gie cosmetics. The contribution of these findings may help theoretical advancement, practical implications, and specific insights for Madame Gie cosmetics. In summary, the novelty of the study lies in its identification of brand trust as a mediator, while its contributions include theoretical advancement, practical implications, and specific insights for the brand.

Pengaruh Penerapan Nilai-Nilai Islam, Citra Perusahaan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Pada Bank Syariah Indonesia Di Kabupaten Bondowoso

This study seeks to evaluate the impact of applying Islamic values, the company's image, and customer satisfaction on customer loyalty in sharia banks located in Bondowoso Regency. The research is explanatory, focusing on the relationship or influence between independent and dependent variables. It employs a quantitative approach, sampling 100 Muslim customers of Indonesian sharia banks. Data collection was conducted via questionnaires distributed through Google Forms. The data were analyzed using multiple linear regression analysis, with the results derived from regression tests. The findings revealed that, firstly, the application of Islamic values does not independently affect customer loyalty. Secondly, the company's image has a partial impact on customer loyalty. Thirdly, customer satisfaction influences customer loyalty. Finally, the combined application of Islamic values, company image, and customer satisfaction has a significant effect on customer loyalty.

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

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

Pengaruh Unique Products, Store Layout, dan Special Treatment Benefit Terhadap Customer Loyalty Pada Mixue Ice Cream and Tea Kota Mataram

This research aims to find out whether unique products, store layouts, and special treatment benefits affect customer loyalty in Mixue ice cream and tea in the city of Mataram. The research approach used is using quantitative methods. The sampling technique uses a non-probability sampling technique where samples are taken non-randomly with purposive sampling. The number of samples in this research was 100 respondents. The data collection method uses a survey sample, namely the distribution of questionnaires measured using a Likert scale and data analysis using the SPSS application. The results of this research show that the unique product variable has a positive and significant effect on the customer loyalty mix in Mataram City, the store layout variable has a positive and significant effect on the customer loyalty mix in Mataram City, and the Special Treatment Benefits variable also has a positive and significant effect on customers Loyalty Mixue Mataram City. Based on these results, it can be concluded that as a business actor, pay attention to the uniqueness, store layout and special treatment benefits of the products sold in order to attract the interest and attention of consumers make a purchase.

Application of SERVQUAL Model to Gauge Relationship between Service Commitment, Trust, and Price Fairness to Customers Loyalty: Empirical Evidence of Telecommunication Users in Nepal

Background: The service sector, a significant contributor to global GDP, is increasingly focused on innovation, particularly in the telecom industry. Despite its importance, research on how service commitment, service trust, and price fairness affect customer loyalty within Nepal’s telecommunications sector remains limited. Objective: This study aims to investigate the impact of service commitment, service trust, and price fairness on customer loyalty in the mobile telecom sector in Kathmandu Valley. It seeks to apply the SERVQUAL model to assess how these factors influence customer retention and satisfaction. Method: An explanatory research design was employed using a quantitative approach. Data were collected through a structured questionnaire from 404 telecom users selected via purposive sampling. The analysis was conducted using structural equation modeling (SEM) with confirmatory factor analysis and path analysis, employing software tools such as KOBO Toolbox and AMOS to examine the relationships among variables. Result: The findings indicate that service commitment, service trust, and price fairness significantly impact customer loyalty. Service trust and price fairness were found to have a positive and significant effect on loyalty, with price fairness exhibiting a partial mediating role between service commitment and customer loyalty. The study also highlights that telecom firms’ ability to enhance customer satisfaction is closely linked to their service innovation and commitment. Conclusion: The research underscores the importance of service commitment, trust, and price fairness in fostering customer loyalty within Nepal’s telecom sector. Telecom service providers are encouraged to focus on these areas to improve service quality and customer retention. The study offers valuable insights for enhancing customer satisfaction and achieving long-term loyalty in the telecommunications industry. Paper Types: Research Paper Keywords: Telecommunication Service; Commitment; Service Trust; Price Fairness; Customer Loyalty; SERVQUAL model; Structure Equation Model. JEL Classification: D12, L86, L96, M31

The The Effect Of Brand Image, Perceived Value, And Customer Satisfaction On Customer Loyalty On Used International Smartphone User

The purpose of this research is to determine the influence of brand image and perceived value on customer loyalty through customer satisfaction. The data collection method used in this study was a survey conducted by distributing questionnaires created through Google Form. The research sample consisted of 272 respondents from Jabodetabek area, aged 17 years or older, and currently still using or already using a used international iPhone for the last 6 months. The data analysis used to process and analyze the research results was Structural Equation Modeling (SEM) with AMOS to analyze. The results of this study indicate that brand image and perceived value has positive effect on customer satisfaction, brand image and perceived value has positive effect on customer loyalty, customer satisfaction affects customer loyalty, and brand image and perceived value has positive effect on customer satisfaction through customer satisfaction.

Fueling Trust and Loyalty Toward Oil Marketing Companies (OMCs) in Ghana: The Role of Corporate Reputation and Distribution Intensity

ABSTRACT This study examines the effect of corporate reputation – product and service quality, customer centricity, corporate credibility, and social and environmental responsibility (SER) on brand loyalty as well as the mediating and moderating roles of brand trust and distribution intensity respectively in these relationships. The study data was collected from 614 conveniently sampled customers in the downstream oil sector in Ghana, which was analyzed using covariance-based structural equation modeling. Results from the analysis indicate all corporate reputation dimensions except SER directly affect customer loyalty toward OMC brands. The findings provide insights into the intermediary role of brand trust particularly in the SER-loyalty relationship. The study also finds that distribution intensity serves as a boundary condition, strengthening the effect of product and service quality, customer centricity and corporate credibility on loyalty. These findings offer insightful implications for research considerations and actionable directions for OMC reputation-building activities that foster trust and loyalty in such a volatile and competitive sector.

Pengaruh Citra Perusahaan Dan Persepsi Harga Terhadap Loyalitas Nasabah Dengan Mediasi Kepercayaan Nasabah (Studi Pada Nasabah Bni Life Regional Office Semarang)

The research is a literature review that analyzes the influence model of corporate image and influencer endorsement on customer loyalty through customer trust. The focus of research on customer loyalty BNI Life Regional Office Semarang is based on research gaps that arise from previous research, namely: Budiyanti's research, (2023) concluded, there is a positive influence between customer trust on customer loyalty, but Tandiwijaya and Pusparini, (2022) did not show a significant effect of customer trust on customer loyalty. Based on this research gap, this research on BNI Life Regional Office Semarang tends to support Budiyanti's research, (2023) which states that customer trust has a positive effect on customer loyalty. The phenomenon gap in this study is that there was a decrease in both the number of policies and the number of agents in 2016-2018 and the 2019-2022 period due to reduced agents and customer loyalty to BNI - Life. The results of this study indicate that company image has a positive effect on customer trust and customer loyalty, price perceptions have a positive effect on customer trust and customer loyalty, and customer trust has a positive effect on customer loyalty. Customer trust is able to mediate the effect of company image and price perception on customer loyalty. Suggestions for future research need to add other variables that affect customer loyalty. Suggested variables are: customer experience, brand equity and so on. Future research suggestions need to use comparisons to find out the position of PT BNI Life Insurance Regional Office Semarang with its competitors in increasing customer loyalty, by examining Axa Mandiri, BCA Life and so on.

Community involvement as a mediating variable: How social media marketing activities affects customer loyalty?

The cosmetics industry in Indonesia has great potential, posing great challenges to maintain competitiveness. This research examines community engagement's role as a mediating factor between social media marketing activities and customer loyalty. 194 respondents completed questionnaires to provide study data, which was then analyzed using Smart PLS version 3.0. The findings showed the beneficial effects of social media marketing activities on community engagement and customer loyalty. Furthermore, it has been demonstrated that community engagement increases customer loyalty. However, the results show that community engagement does not mediate between social media marketing activities and customer loyalty. This research highlights the importance of integrating social media into marketing campaigns to foster customer relationships and boost loyalty.

The Role of Consumer Satisfaction in Mediating the Effect of Service Quality on Souvenir Antik Kapuas Consumer Loyalty in Central Kalimantan Province, Indonesia

This study was conducted in the field of marketing management with the objective of enhancing consumer loyalty by focusing on consumer satisfaction as a mediator. The research examines the direct and indirect effects of service quality on consumer loyalty, taking into account customer satisfaction as an intervening factor. A quantitative research approach was employed, and the target population and sample consisted of customers or individuals who had made purchases at Souvenir Antik in Dahirang Kapuas City, Central Borneo-Indonesia. The study included 100 respondents who were customers of Souvenir antik. The results indicate that service quality has a positive and significant impact on customer satisfaction. Furthermore, service quality also has a positive and significant influence on consumer loyalty. It was also found that consumer satisfaction has a positive and significant influence on consumer loyalty. The findings demonstrate that service quality positively and significantly affects customer loyalty through customer satisfaction. In future research, it would be beneficial to include market orientation as an additional variable to further expand the scope of the study.

DO TRUST AND CUSTOMER INTIMACY AFFECT CUSTOMER LOYALTY?

This study aims to identify factors influencing customer loyalty in Islamic Banking customers. One hundred seventy respondents filled out the questionnaire online. The sample collection techniques were purposive sampling and the Structure Equation Model (SEM). The results indicated that customer trust and intimacy positively affect customer loyalty.

ANALISIS RASIO LIKUIDITAS DALAM MEMENUHI KEWAJIBAN PADA PERUSAHAAN DAGANG YANG TERDAFTAR DI BURSA EFEK INDONESIA

The objective of this research is to analyze the liquidity ratio in measuring the company's ability to meet obligations in trading companies listed on the Indonesia Stock Exchange. The usefulness of the research results is expected to contribute to the understanding of solving issues related to the analysis of factors affecting customer loyalty and can be used as a consideration for the companies studied in taking corrective steps for the future. It can also be used as an evaluation material in determining future company strategies. Financial ratio analysis is a part of business or risk prospect analysis for decision-making purposes by evaluating the business environment, strategy, and the company's financial position and performance. The financial statement analyses commonly used by companies include liquidity analysis, solvency analysis, and profitability analysis. Liquidity analysis provides insights into a company's ability to match short-term liabilities maturing with current assets. The liquidity ratio owned by the company can be used as an evaluation material and for the effectiveness of company management. Based on these issues, the author conducted research on "Liquidity Ratio Analysis in Meeting Obligations in Trading Companies Listed on the Indonesia Stock Exchange" using annual financial reports for the period 2020-2022. The data analysis technique in this study uses descriptive analysis by collecting data, classifying data, explaining, and analyzing to provide clear information and insights into the issues being researched. The results of the study show the liquidity ratio in measuring the ability of short-term debt of trading companies listed on the Indonesia Stock Exchange (IDX) for the period 2020-2022, including PT. Bintang Oto Global Tbk, PT. Midi Utama Indonesia Tbk, PT. Wicaksana Overseas International Tbk, PT. Modern International Tbk, and PT. Perdana Bangun Pusaka Tbk. Viewed from the current ratio of 42.22% < 75%, it is categorized as unhealthy, meaning the hypothesis taken is that the company is unable to meet short-term debt obligations with the liquidity ratio. The quick ratio of 286.69% and the cash ratio of 181.31% > 150% are categorized as very healthy, thus the hypothesis taken is that the company is able to meet short-term debt obligations with the liquidity ratio.

The Influence of Marketing Mix, Perceived Brand Image and Customer Value on Loyalty Through Customer Satisfaction at Islamic Banks in Makassar City

This research investigates the influence of the Marketing Mix, Perceived Brand Image, and Customer Value on Customer Satisfaction and Loyalty at Islamic Banks in Makassar City. The study is designed to achieve three primary objectives: first, to examine the partial effects of the Marketing Mix, Perceived Brand Image, and Customer Value on Customer Satisfaction; second, to analyze the partial effects of these variables, along with Customer Satisfaction, on Customer Loyalty; and third, to assess the indirect effects of the Marketing Mix, Perceived Brand Image, and Customer Value on Customer Loyalty through Customer Satisfaction. Adopting a quantitative research approach, the study involved a population of 143,370 customers, from which a sample of 387 respondents was selected using percentage sampling. Data were gathered through questionnaires and analyzed using the Structural Equation Model (SEM). The results indicate that (1) the Marketing Mix, Perceived Brand Image, and Customer Value each have a positive and significant impact on Customer Satisfaction, (2) Perceived Brand Image, Customer Value, and Customer Satisfaction each positively and significantly affect Customer Loyalty, (3) the Marketing Mix does not have a significant direct effect on Customer Loyalty, and (4) the Marketing Mix, Perceived Brand Image, and Customer Value positively and significantly influence Customer Loyalty indirectly through Customer Satisfaction. These findings provide valuable insights into the factors driving customer satisfaction and loyalty in the context of Islamic banking in Makassar City.

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