Affect Customer Loyalty Research Articles

THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON CUSTOMER LOYALTY AT PT APLIKASI KARYA ANAK BANGSA (GOJEK INDONESIA)

In the midst of intense competition among other companies, one way to retain customers is customer relationship management (CRM). Customer loyalty which can later be used as a benchmark in the sustainability of a company that is competing fiercely with its competitors. The existence of online transportation is an innovation in the era of the times which makes technological developments develop rapidly, especially in the field of transportation. The purpose of this study is to determine whether CRM activities affect customer loyalty or not. In addition, this study will also investigate how Gojek Indonesia's CRM affects customer loyalty. This research uses quantitative methods for data collection; surveys or questionnaires are used as samples, and the sample size of respondents is 100 people. And by using bivariate data analysis by testing between 2 variables, and data processing using SPSS. According to the results of the regression test analysis, there is a significant correlation between customer relationship management and customer loyalty of PT Gojek Indonesia.

The influence of product quality and brand image on consumer loyalty is mediated by customer satisfaction

Based on BPS 2021, Indonesia's cosmetics industry grew by 9.61%. BPOM recorded a 20.6% surge in cosmetics companies in 2022 and continued to increase in 2023. Indonesians trust local products to care for themselves; for example, Scarlett whitening dominated the market share with 11.32% (thus becoming the top brand), with IDR 23.8 billion in the second quarter of 2022. The research I conducted in October 2023 was quantitative, distributing questionnaires filled out by 140 respondents who used Scarlett Whitening throughout Indonesia. Then, the data was processed using SmartPLS4 (PLS-SEM). The results showed that Product quality has a significant effect on customer satisfaction, Brand image has a significant effect on customer satisfaction, Product quality has a significant effect on Customer Loyalty, Brand image has a significant effect on customer loyalty, Product quality has a significant effect on customer loyalty through customer satisfaction as a mediating variable; Brand image has a significant effect on Customer Loyalty through customer satisfaction as a mediating variable; Customer satisfaction has a significant effect on Customer Loyalty. These results provide insight for consumers in choosing products and things for companies that can increase Customer Loyalty. It is recommended that future research consider more factors that affect customer loyalty.

Impact of Electronic Customer Relationship Management and Quality Moderated by Sharia Compliance on Loyalty (Study on Islamic banks in Jakarta)

In the rapidly digitizing landscape of Islamic banking, innovation is imperative for competitiveness and delivering top-tier services to customers. Electronic Customer Relationship Management (E-CRM) emerges as a key solution, streamlining interactions between banks and customers in the digital realm. This study delves into how E-CRM and Service Quality affect Customer Loyalty within Islamic banks, with a focus on Shariah Compliance as a moderating factor. The aim is to decipher how the Islamic banking sector can cultivate and enhance customer relationships in the digital age. Employing a quantitative approach, the research collects survey data from 212 Islamic bank customers through random sampling. Structural Equation Modeling (SEM), executed using IBM AMOS V.22 software, scrutinizes the collected data. Findings indicate a significant, positive contribution of E-CRM to Customer Loyalty. Interestingly, Service Quality doesn't wield a significant influence on Customer Loyalty, suggesting the presence of other influential factors in the Islamic banking arena. Notably, Shariah Compliance emerges as an important moderating element, bolstering the connection between Service Quality and Customer Loyalty, though it doesn't moderate the impact of E-CRM on Customer Loyalty.

Creating Millennial Generation Loyalty Through Customer Perceived Value on Halal Local Cosmetic Products

With the rapid growth of Indonesia's cosmetics industry, the cosmetic industry has the opportunity to compete by making halal labelled products. The aim of this research is to find out how the value the customer considers affects customer loyalty by looking at how satisfied local millennials are with halal cosmetics. This research involves 250 millennials living in Jabodetabek. Using Smart-PLS, data is collected through questionnaires distributed through Google Forms. The results of the analysis show that the value perceived by the customer has a positive and significant impact on the consumer loyalty, the value experienced by the client has a negative and significant effect on consumer satisfaction, and the satisfaction of consumers has a significant and positive effect on the customer loyalty and the average consumer’s satisfaction.

Role of employee responsiveness towards customer affective commitment and customer satisfaction in VUCA environment: a study on insurance segment

Role of employee responsiveness towards customer affective commitment and customer satisfaction in VUCA environment: a study on insurance segment

The Effect of Trust on Customer Loyalty through Customer Satisfaction

The growth of the tourism sector in Indonesia, particularly in the fast-food restaurant industry, has created significant investment opportunities. The phenomenon of lifestyle changes in urban communities, where time is a crucial factor, has driven interest in convenient and easily accessible fast-food. McDonald's, as a key player in this industry, continues to develop adaptive marketing strategies by introducing innovations and attractive promotions. Customer trust and satisfaction are the keys to maintaining and expanding market share. This research aims to investigate the influence of trust on customer satisfaction and loyalty, and whether trust affects customer loyalty through customer satisfaction, focusing on McDonald's consumers in Bandar Lampung. A quantitative research method with a deductive approach was employed, and a sample of 110 respondents was selected using purposive sampling. Data analysis involved statistical methods and the Smartpls 4.0 application. The research results indicate that trust has a positive and significant impact on customer satisfaction and loyalty. The implications of these findings provide insights for companies, especially McDonald's, to enhance customer trust and satisfaction in efforts to maintain competitiveness in the competitive fast-food industry.

Service quality and supply chain value on customer loyalty: The role of customer relationship management

Intense business competition urges companies to continually enhance their marketing strategies to retain and attract customers. Therefore, a profound understanding of factors influencing customer loyalty becomes crucial. Service quality, customer satisfaction, and supply chain value are considered key factors affecting customer loyalty. However, the relationships between these variables and the role of Customer Relationship Management (CRM) as a mediator need further investigation, especially in the context of Indonesian companies. Hence, this research aims to contribute a deeper understanding of the interconnection between service quality, customer satisfaction, supply chain value, and customer loyalty, as well as to explore the role of CRM as an essential link in this dynamic. The research methodology employed is quantitative, utilizing a Likert scale questionnaire distributed online to managers and employees in the automotive sector listed on the Indonesia Stock Exchange (IDX). Out of 400 distributed questionnaires, 261 were successfully collected, with 14 incomplete responses, resulting in a final sample size of 247. Data collection took place from June to August 2023. In data analysis, the study applied the Structural Equation Modeling (SEM) approach using the SmartPLS analysis tool. The research findings indicate that service quality significantly influences CRM, while it does not have a direct significant impact on customer loyalty. Customer satisfaction significantly affects both CRM and customer loyalty. Supply chain value significantly influences CRM but does not have a direct impact on customer loyalty. Customer Relationship Management proves to mediate the relationships between service quality and customer loyalty, customer satisfaction and customer loyalty, as well as supply chain value and customer loyalty.

The Effect Of Product And Service Quality On Customer Loyalty Mediated By Customer Satisfaction In Micro Small Business Multi Cipta Semarang

Research located at Toko Multi Cipta Semarang has objectives that are divided into two types, namely the general purpose is to analyze and explain the effect of products and service quality on customer loyalty mediated by customer satisfaction in Micro Small Enterprises Multi Cipta Semarang, and for its special purpose is to analyze and explain: 1) the effect of products on customer satisfaction, 2) the effect of service quality on customer satisfaction, 3) the effect of the product on customer loyalty, 4) the effect of service quality on customer loyalty. 5) the effect of customer satisfaction on customer loyalty, 6) the effect of products on customer loyalty mediated by customer satisfaction, and 7) the effect of service quality on customer loyalty mediated by customer satisfaction . The sample used in this study was 138 people, then given the opportunity to answer questionnaires that would be processed using the SPSS 25.0 application to produce numbers which were then tested for feasibility using validity tests and reliability tests. For data analysis techniques used are multiple regression analysis, model testing and hypothesis testing .The results of the study concluded that: the general conclusion states that customer satisfaction does not mediate the effect of product and service quality on customer loyalty, while the specific conclusion states that: 1) product affects customer satisfaction, 2) service quality affects customer satisfaction, 3) product affects customer loyalty, 4) service quality affects customer loyalty, 5) customer satisfaction affects customer loyalty. Customer loyalty, 6) customer satisfaction does not mediate the effect of the product on customer loyalty, and 7) customer satisfaction does not mediate the effect of service quality on customer loyalty.

모바일 쇼핑 앱의 고객 충성도에 영향을 미치는 요인에 관한 연구

Purpose - This study focused on exploring factors that affect the customer loyalty of mobile shopping apps by targeting Jingdong, one of China’s comprehensive mobile shopping companies
 Design/Methodology/Approach - In this study, a model was established to explore the customer loyalty of mobile shopping apps based on previous studies on factors affecting the customer loyalty of mobile shopping apps. This paper conducted an empirical analysis on factors influencing the customer loyalty of mobile shopping apps using customer satisfaction as a parameter.
 Findings - Factors such as interaction, safety, app design, and the customer satisfaction of mobile shopping apps were found to be important factors affecting customer loyalty. All four factors of interaction, safety, app design, and the customer satisfaction of mobile shopping apps have a significant impact on customer loyalty.
 Research Implications - In this study, several practical implications were raised to increase the customer loyalty of mobile shopping apps based on the derived analysis results. First, different mobile shopping apps should be designed for each cell phone model. Second, customer loyalty should be cultivated sequentially by improving service quality. Third, the service system of online shopping should be completed by strengthening the auxiliary facilities of mobile shopping apps. Fourth, it is necessary to reduce user detection risk by strengthening the interaction of mobile shopping apps.

The Effects of Franchise Beauty Salon Sales Promotion Strategies on Customer Loyalty

The purpose of this study is to investigate what is preferred among the sales promotion strategies of franchise beauty salons and to find out the differences in the impact of preferred sales promotion strategies on customer loyalty. For this study, 285 copies of data collected through an online survey of men and women in their 20s or older were used for the final analysis, and the results of this study calculated Cronbach's α coefficient using SPSS 25.0 Ver. As a result of the analysis, it was found that price discounts and coupons were the most preferred according to the characteristics of the survey subjects, and event promotions and free gifts were the lowest. As sales promotions affect customer loyalty, the preference for coupons and customer reward program event promotions is found to have a high impact on affinity, and it is judged to be the use of coupons that have the greatest impact on the relationship between preference and affinity. According to this study, active use of price discounts and coupons that affect preference will help attract new customers and lead existing customers to loyal customers by using coupons and customer compensation programs that affect preference.

THE IMPACT OF CHANGES IN BANK INDONESIA'S INTEREST RATE POLICY ON THE LIQUIDITY OF CONVENTIONAL COMMERCIAL BANKS

This study aims to examine the impact of Bank Indonesia's interest rate policy on customer savings decisions regarding choosing savings products in conventional banks, as well as its effect on the liquidity of these banks. The research utilizes a literature review method with a qualitative descriptive approach. The results and discussion indicate that the offered interest rates by conventional banks significantly influence customer behavior in selecting savings products. Changes in interest rates can affect customers' inclination to save in banks and consequently impact the liquidity of conventional banks. Other factors that influence customer decisions include product promotions, service quality, and customer preferences. While changes in Bank Indonesia's interest rate policy can affect customer loyalty to banks, customer preferences in choosing savings products are also influenced by other non-interest rate-related factors. This study provides an in-depth understanding of the impact of interest rate changes on the liquidity of conventional banks, offering valuable insights for Bank Indonesia and conventional banks in formulating effective policies to maintain financial sector stability and foster sustainable economic growth.

THE INFLUENCE OF SERVICE QUALITY AND FACILITIES ON CUSTOMER SATISFACTION IN FORMING CUSTOMERS LOYALTY IN SBU FACTORY MAINTENANCE SERVICES (JPP) OF PT. PUPUK ISKANDAR MUDA

This study examined and analyzed the effect of service quality and facilities on customer satisfaction in forming customer loyalty at SBU Factory Maintenance Services (JPP) of PT Pupuk Iskandar Muda. This study used primary data obtained by distributing questionnaires to all customers, as many as 85 respondents, with 23 questions asked using five Likert scales (strongly agree-strongly disagree). The data analysis tool used was SmartPLS. The results showed that service quality significantly and positively affected customer satisfaction and customer loyalty, and facilities significantly and positively influenced customer satisfaction and customer loyalty. Meanwhile, customer satisfaction negatively but significantly affected customer loyalty. The results of hypothesis testing show that service quality and facilities directly affected customer loyalty. Meanwhile, the test results indirectly revealed that customer satisfaction partially mediated service quality on customer loyalty.

Effect of Service Quality on Customers’ Loyalty in Banks: Case Study of Some Selected Banks in Jigawa State

This study explores the effect of service quality on customer loyalty. The study explicitly focuses on four banks: Access Bank, UBA, First Bank Nigeria Plc, and Unity Bank. The study used the Behavior Modification Perspective (BMP) as the theory that underpins this study. The survey research design was adopted for this study. The quantitative data was gathered from a sample of 384 customers of the four selected banks. Ninety-six respondents were sampled from each of the four banks. The study used frequency count, simple percentages to describe the data and linear regression for the hypothesis testing. The findings revealed a significant relationship between service quality and customer loyalty in some selected banks in Jigawa State and that service quality significantly affects customer loyalty. Based on these insights, it is recommended that banks in Jigawa State improve the quality of their services provided to enhance customer satisfaction and retain their trust. They should allocate more of their resources and attention towards bolstering service quality.

Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan (Studi Kasus pada Pengguna Aplikasi Belanja Online Tokokota)

This study aimed to empirically investigate the relationship between service quality and customer loyalty within the context of Tokokota's online platform in Pontianak. The research was conducted in Pontianak City with 150 respondents. Employing quantitative and qualitative data collection methods and leveraging structural equation modeling for analysis, the study identified key service quality dimensions (such as ease of use, information completeness, and product variety) that significantly influence customer loyalty. Employing a mix of surveys and interviews and analyzing the data with SEM, the study concluded that service quality greatly affected customer loyalty and highlighted specific service aspects that require improvement to increase loyalty. The findings provide valuable insights for Tokokota in formulating strategies to optimize service quality and enhance customer retention. Service quality is analyzed through indicators of ease of use, appearance, reliability, communication, and incentives.

PENGARUH KUALITAS LAYANAN PENGADAIAN SYARIAH TERHADAP LOYALITAS NASABAH DI KOTA MAKASSAR

Pegadaian Syariah is a formal financial institution in charge of distributing financing in the form of providing loan money to people in need, based on sharia pawning law, is something that needs to get a positive response. In sharia pawning, the most important thing is to keep away from the practices of usury, speculation and Gharar, which result in injustice and injustice to the community and customers. The purpose of this study is a type of quantitative research with the aim of knowing the effect of the quality of sharia pawnshop services on customer loyalty in the city of Makassar. This sample was taken from the customers of Pawnshop Syariah Central Makassar as many as 69 respondents. The type of data used in this study is quantitative data obtained from questionnaires distributed and associated with the problem under study. The research instrument used in this study used the Likert scale method. Based on the results of data research using statistical calculations through the application of the Statistical Package for the Social Science (SPSS) version 26. Based on the partial calculation results, the service quality variable is not significant to the customer loyalty variable, which is indicated by the value of 0.885 which is greater than 0.05 with the T test value showing 0.146. This means that the service quality variable has a positive but not significant effect on customer loyalty at Pegadaian Syariah Makassar City. The service at the Makassar Central Sharia Pawnshop is quite satisfactory even though it does not really affect customer loyalty, but is influenced by other variables.

Does Customer Satisfaction Mediate Experiential Marketing and Promotion Against Customer Loyalty at Kentucky Fried Chicken (KFC) Restaurants in City "P" East Java?

This study predicts the influence of Experiential Marketing and promotions on customer loyalty, with customer satisfaction acting as a mediator, within the context of the Kentucky Fried Chicken (KFC) fast-food restaurant in City "P," East Java. The research method employed is quantitative associative. The research sample consists of 100 respondents who are consumers visiting KFC to purchase and enjoy its products. The sampling technique utilized is convenient sampling. Data is analyzed using the Partial Least Square Structural Equation Modeling (PLS-SEM) analytical tool. Prior to hypothesis testing, an evaluation of the indicators with respect to their constructs (Measurement model) and an assessment of the relationships among variable constructs (Structural model) were conducted, resulting in satisfactory criteria and justifying the continuation of hypothesis testing. The findings demonstrate that Experiential Marketing directly influences customer satisfaction and loyalty, while promotions also directly impact customer satisfaction and loyalty. Furthermore, customer satisfaction, in addition to its direct influence on loyalty, also serves as a complementary mediator between Experiential Marketing and promotions in affecting customer loyalty.

The Impact Of Digital Trust On Customer Satisfaction And Loyalty (The Case Of Digitalization In Container Shipping Services In Indonesia)

The COVID-19 pandemic has driven digital transformation in many industries. Digitalization is also developing and affecting non-technology industries, including the cargo shipping industry with containers using ships in Indonesia which is experiencing digitalization changes in its services and operations. Indonesian container shipping companies have prepared strategies to maintain long-term relationships by increasing customer satisfaction and loyalty through digitalization. The purpose of this study was to determine how the effect of digital trust compared to service quality on customer satisfaction and loyalty. Qualitative data collection was conducted across 152 freight forwarding companies with respondents working in operations, customer service, sales, and marketing departments. The hypothesis is tested using a structural equation model (SEM). The research found that digital trust has no direct relationship with customer loyalty; But when mediated by customer satisfaction, digital trust affects customer loyalty. Service quality remains a determinant of customer satisfaction and loyalty. This research presents the influence of customer loyalty not only through traditional service quality but also digital trust in the modern era, which is still relatively new in the container shipping industry in Indonesia.

Analysis Factors Affecting Customer Loyalty of Indihome Provider During The Covid-19 Pandemic In Surakarta

The purpose of this study is to investigate how customers feel about IndiHome's service quality, brand perception, and trust in light of the current Covid-19 outbreak in Surakarta. Participants were people who used the IndiHome service in the Surakarta region. For this study, we employed a sampling strategy that was both statistically and practically effective. In Surakarta, where IndiHome is popular, an online questionnaire was administered to 164 customers. For the quantitative study, we used SPSS version 25's multiple regression function. According to the results, trust plays a significantly lower role in determining customer loyalty than do service quality and brand image. This paper gives scholars and businesspeople in Surakarta insights on the loyalty of IndiHome customers to their service provider.

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

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

The Effect of Product Variants, Service Levels and Price Bundling on Customer Loyalty

The development of the business world is currently experiencing a very rapid increase, one of which is the food and beverage business. It is proven by the increasing number of new businessmen who have entered the market with various strategies used to attract as many consumers as possible. Companies are not only trying to attract new and many consumers, therefore companies are trying hard to retain the customers they have got. The business of beverage and food companies is currently booming offering various kinds of food/beverage products that are offered with a variety of new innovations that are able to win the hearts of consumers and are no doubt able to compete in the market, because the Indonesian people themselves are basically the majority of food enthusiasts. and drinks. This study aims to determine whether product variants, service levels and price bundling affect customer loyalty at PT Satria Buana Sakti. The type of research used is quantitative. With a population of 150 and sampling with non-probability sampling technique with a sample of 55 respondents. Data collection includes observation and distributing questionnaires. The analytical methods used are validity test, reliability test, classical assumption test, multiple linear regression analysis and hypothesis testing. From the results of the research, the multiple linear regression equation is Y = 1.603 + 0.042 X1 + 0.178 X2 + 0.529 X3. From the analysis of the coefficient of determination, it can be explained that the product variance, service level and price bundling are 67.6%, while the remaining 32.4% is influenced by other variables.