Customer Loyality Research Articles

THE WAY FOR MAINTAINING CUSTOMER LOYALTY AND USING OF E-COMMERCE IN DEVELOPING COMPANY SUCH AS SMALL AND MEDIUM ENTERPRISES

The Way for Maintaining Customer Loyality and Using of E-Commece in Developing Company Such as Small And Medium Enterproses. This paper aims to analyze the way of maintaining customer loyalty of company in developing their business. One of the way is providing of customer loyalty program with the reward point given to their customer. Beside that, this study analyze also the usefulness of e-commerce in developing Small and Medium Enterprises. Definitely ,the use of e-commerce able to drive business of small and Medium Enterprises quickly and promptly. Involving e-commerce in developing small and medium enterprises (SMEs)is very crucial and important. There are some potential benefits derived from the strategic use of e-commerce provide: i) Enhanced customer services, ii) Reduced transaction costs, iii) Increased business efficiencies, iv) Improved operational flexibility, v). Obtaining competitive advantages and vi). Improved product and service delivery. . This study use Descriptive Qualitative Analysis Method based on the observation of the current situation of e-commerce usefulness in developing company such as small and medium enterprises and the way of maintaining customer loyalty in business development This study shows that both low customer awareness about point-based reward programs and, not surprisingly, low redemption rates. More specifically, lack of awareness about the reward points programs and the redemption procedure was shown. The important conditions positively affecting redemption of reward points were found to include awareness of the reward point program, a positive attitude about the incentives, and average frequency of credit card usage. Also, redemption rates were higher for cards that had been issued more recently. This study find also that e-commerce has big part role in developing Small and Medium Enterprises. In this, e-commerce can develop promotion and selling volume of Small and Medium Enterprises by the smart electronic mechanism. DOI: 10.15408/ess.v5i1.2331

Impact of E-Service Innovation on Brand Equality and Customer Loyality in Samsung International Corporation

Abstract Advances in informational and communication technology due to rapid technological changes made e-service innovations possible. The new technologies compete with other methods to meet the needs of consumers and provide innovation in new services and create new challenges for service providers who offer to their customer's high quality and customized services. In this regard, companies that offer distinguished and useful services to customers have more loyal customers rather than their competitor. Understanding the impact of consumer response to innovations on their loyalty is crucial for service providers in the field of digital products. Therefore, the aim of this study is the investigation of the impact of Innovation in Electronic Service on brand equity and customer loyalty in Samsung International Corporation. In this regard, data from 384 users of Samsung mobile phone who have used the services of this company was collected and tested through structural equation modeling. The findings of the study confirmed the impact of customized services and technology leadership on the brand equity, while direct impact of service innovation on brand equity was not found significant. Positive impact of technology leadership and brand equity on customer loyalty was also approved.

MEASURING CUSTOMER’S SATISFACTION AS A TOOL TO IMPROVE THE QUALITY OF SERVICES IN EGYPTIAN SPAS (SPAS IN CAIRO CITY AS A CASE STUDY)

In the recent years, several countries have turned to a new area of tourism – health and wellness. This niche area explores the intersection of healthcare services and tourism packages, and often depends on local factors such as high-quality health services, cost competitiveness, climate conditions, or specific geographical resources advantages. Egypt as one of the most important touristic countries in the region has a long tradition of bathing associated with the hammams Turkish baths and pharaonic ones (AmCham Egypt 2012). Early indications are that Egyptians were the first to discover the potential of water and essential oils for therapeutic purposes. Remedial treatments and bath spas have been around for thousands of years, with well-being philosophies dating back as far as 7000 BC when the fatty oils of olive and sesame were thought to have been combined with fragrant plants to create the original Neolithic ointments. (http://www.thespatraveller.com/Articles/The-history-ofspas.htm). In Egypt, the market and research analysis companies forecast a compound annual growth rate of 5% through 2016, when sales are expected to exceed EGP 1.2 billion. Previous studies have discussed the Spa industry. However, customer service-related research from the perspectives of customers and operators is rare. From the outset, it would be useful to understand the relation between the quality of services in Spa and the customer loyality. To assess the reliability of the measure in this study, Cronbach's coefficient alpha was used. Cronbach's alpha is the most accepted formula for assessing reliability of a measurement with multi-point items.

PENGARUH KUALITAS PRODUK DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN

The main purpose of the research is to measure how big the influence of product quality and brand image on customer loyality for Starbucks. The variable that researcher used on this research are independent variable which is product quality that consist of Performance, feature, reliability, conformance, durability, ability, esthetic and fit and finish while Brand image consist of power, uniqueness and favorable. For attached variable are customer loyality. Analytical method that researcher used are SPSS version 20 with the quisioner spread of 100 respondent at Starbucks Mall Botani Square Bogor. The result of the research shown that product quality and brand image significantly influenced customer loyalty.
 Key Word: Product Quality, Brand Image, Customers loyalty.

The Influence of Customer Satisfaction, Switching Cost and Trusts in a Brand on Customer Loyalty – The Survey on Student as im3 Users in Depok, Indonesia

In order to survive in the tight competiton, many cellular providers have a big effort to maintain the customer loyalty. This research attemted to analyze the influence of customer satisfaction, switching cost, and trust in a brand towards customer loyalty partially and simultaneously. The research method was descriptive analysis by the multiple regression analysis. The data was compiled by distributing questionnaire to 100 respondents of youngsters in Depok Area, a suburban near Jakarta as Indonesia capital city. Youngsters were the main target of the cellular providers market shares. The result showed that ccustomer satisfaction and switching cost had a significant influence to customer loyalty. However, the trust in brand had no significant influence to the customer loyalty. Furthermorem when tested simultaneously, the customer satisfaction, switching cost, and trust in a brand has influence to the customer loyality.

FAKTOR-FAKTOR YANG MEMPENGARUHI KINERJA PEMASARAN BANK PERKREDITAN RAKYAT

This research examined a marketing performance research model at BPR in the Special Territory of Yogyakarta caused by several predictor factors. Factors causing marketing performance constitute simultaneous predictor variables. These factors include skills, resources, values, uniqueness, perception of interest rate, customer satisfaction, customer loyality, and marketing performance.The result of significance test often hypotheses proposed in this research showed eight hypotheses were supported, while the other two hypotheses were not. The results of analysis employing AMOS program showed that the research model examined has not been accepted yet. This research involved just only two BPRs in the Special Territory of Yogyakarta. In order to get more varied and comprehensive data, future research needs to extend the number of data location.

Enhancing the Value of Survey Data on Customer Satisfaction in the Framework of a Customer Loyality Programme: Case of a Slovenian Retailer

In retailing, one of the most important factors shaping overall satisfaction are customer perceptions of sales personnel characteristics (e.g. physical appearance, willingness to listen, assure and oblige, etc.). In our empirical project we aim to show that this effect is even larger in the framework of a loyalty programme aiming at creation of long-term relationships. Liberally made and often repeated promises which are not kept create room for development of negative feelings towards retailers (especially if customers feel trapped). Furthermore, long-term relationships might go stale due to predictability of the shopping experience (the so-called “negative loyalty programme effect”). A relevant combination of survey and transaction data enables a retailer to develop and implement measures to keep identified customer segments satisfied and consequently in the spending mood.