Customer Loyalty Research Articles

The Influence of Product Quality and Price on Customer Loyalty in Online Muslim Fashion Retail: A Quantitative Study on Liah Hijab’s Online Shop

Aims: The purpose of this study was to determine the effect of product quality and price on customer loyalty in Liah Hijab's online shop, both partially and simultaneously. Study Design: This type of research is quantitative associative, which is intended to determine the relationship between product quality and price to customer loyalty, both partially and simultaneously. Place and Duration of Study: Liah Hijab's online shop, Makassar, between July and September 2024 Methodology: The population in this study were Liah Hijab consumers who made purchases in 2024. The sampling technique used was purposive sampling with a sample size of 100 respondents, who have made purchases at least 2 times a month. Data collection was carried out by distributing questionnaires online using Google Form. The data obtained was processed using SPSS software and then analyzed through instrument tests and multiple linear regression tests. Results: Based on the results of the F test, it shows that there is a positive and significant relationship between product quality and price on customer loyalty at Liah Hijab’s Online Shop. The t test results show that both product quality and price variables each have a positive and significant influence on customer loyalty. Conclusion: Liah Hijab’s online shop must continue to maintain and improve the quality of the products they have. Furthermore, product pricing also needs to be considered in order to maintain customer loyalty.

Effect of service quality and coal price perceptions on customer satisfaction at PT Bukit Asam, TBK

This study aims to analyse the effect of service quality and price perception on customer satisfaction of PT Bukit Asam Tbk. As one of the largest coal mining companies in Indonesia, customer satisfaction is a critical aspect to maintain market share in the midst of intense competition. The research was conducted using quantitative methods using questionnaires to customers in several operational units. The sample used in this study was 100 respondents with purposive sampling method. The results of multiple linear regression analysis show that service quality and perceived coal prices have a positive and significant effect on customer satisfaction. These findings indicate the importance of improving services and adjusting prices in accordance with customer expectations to maximise customer satisfaction and loyalty.

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.

Condition-based maintenance for multi-component systems: A scalable optimization model with two thresholds

Many original equipment manufacturers (OEMs) provide customized after-sales service contracts tailored to their customers’ specific requirements. While these customized offerings may increase customer satisfaction and loyalty, they are likely more expensive, and that in times that OEMs are striving to reduce maintenance costs and ease the workload of their service engineers. To address this challenge, we introduce a quantitative methodology for shaping maintenance policies that minimize overall maintenance costs for systems comprising multiple heterogeneous components over a finite lifespan. Our proposed two-threshold condition-based maintenance policy incorporates scheduled visits and semi-urgent interventions, using component-level control thresholds to preventively trigger component replacements. Scheduled visits provide opportunities for grouping component replacements, capitalizing on positive economic dependencies.Our optimization model and solution methodology are tailored to systems consisting of numerous components. We assume a fixed time interval between consecutive scheduled visits, allowing us to employ a decomposition approach that ensures model scalability. The optimal policy for each component is determined by formulating a single-unit replacement model as a finite horizon Markov Decision Problem solved via dynamic programming. Simultaneously, at system level, we optimize the maintenance interval for the entire system using an iterative approach.The results of our case study highlight that complementing scheduled visits with semi-urgent interventions - both triggering preventive replacements - leads to a reduction in the volume of corrective maintenance. From a practical standpoint, our findings offer valuable insights for OEMs seeking to enhance their after-sales service contracts while concurrently reducing maintenance-related costs. Specifically, our model is particularly valuable for OEMs that service systems with high shutdown costs, rely heavily on customer satisfaction, and favor more attractive policies for their service engineers (i.e., reducing the number of emergency corrective interventions).

A Natural Language Processing Approach for Sentiment Analysis of Hotel Reviews

Businesses rely heavily on review analysis of consumer feedback and reviews when making decisions. This research examines fifteen years' worth of hotel evaluations to learn more about the opinions of visitors and how they relate to review scores in various years and regions. After the dataset was cleansed to concentrate on reviews written in English, TextBlob was used to analyze sentiment and classify the reviews as positive, neutral, or negative. The results validate using sentiment analysis in conjunction with numerical ratings, which show a positive link between more excellent ratings and positive sentiment scores. A significant drop in sentiment scores following the 2008–2009 recession emphasizes how the global financial crisis affected the hospitality sector. Significant differences in guest feelings between cities, states, and nations are shown by geographic analysis, underscoring the necessity of region-specific approaches. Sentiment distribution and trends were revealed via intricate visualizations such as heat maps, box plots, scatter plots, and histograms. To improve guest happiness, the study uses an understanding of geographical variations. These results give hotel management a solid framework for raising customer satisfaction and loyalty, customizing marketing campaigns, and enhancing service quality. For deeper insights, future studies may investigate more sophisticated NLP techniques.

The Effect of Digital Marketing-Upgrading and Product Virality on the Sustainability of MSMEs

This study aims to understand the role of consumer behavior in mediating the influence of virality, digital marketing, and product enhancement on the desires of MSMEs in East Java. This study expands our understanding of the impact of digital marketing, product enhancement, and virality on the desires of MSMEs in East Java, focusing on diverse consumer behavior. With a quantitative approach, this study uses a survey method with a questionnaire as the main instrument, involving 160 respondents from various cities in East Java, including Surabaya, Malang, and Mojokerto. The variables explained include digital marketing (X1) consisting of social media indicators, websites, and mobile marketing; product enhancement (X2) such as product quality and innovation; and virality (X3) which includes content creativity and the use of influencers. Consumer behavior (Y) focuses on satisfaction, loyalty, and interest, as well as MSME desires (Z) which are measured through profitability and public acceptance. The results of the analysis show that digital marketing has a positive effect on consumer behavior, which has an impact on increasing customer loyalty and satisfaction. In addition, product enhancement and virality significantly affect the desire of MSMEs, with consumers more interested in modern and popular products.

The effect of tokenized rewards on customer loyalty programs

This work investigates customer responses to the tokenization of hotel loyalty programs. Drawing on self-enhancement theory, Study 1 investigates the effect of reward type (i.e. control vs tokenized reward) on customers' perceptions of the reward (i.e. economic value, program attractiveness) and their behavioral intentions towards the hotel (i.e. switching intentions, recommendation intentions). Findings highlight reward novelty and psychological ownership as two mediators of the above relationships. Study 2 replicates these effects in a cryptocurrency owner context. Study 3 examines the effect of the hotel's type (i.e. luxury vs budget) on the reward type-customer responses relationship. We showcase that tokenized rewards generate a more favourable attitude towards loyalty programs and that they remain an effective customer acquisition strategy for high-end hotels.

Analysis of the Influence of Digital Marketing on Increasing Customer Loyalty in the Industrial Era 4.0

Analysis of the Influence of Digital Marketing on Increasing Customer Loyalty in the Industrial Era 4.0

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).

Integrating Brand Gestalt and Customer Loyalty in Telecommunication Sector: The Mediating Role of Customer Satisfaction

This study examines how the four dimensions of brand gestalt—story, sensescape, servicescape, and stakeholders—influence customer satisfaction and loyalty within a telecommunication company context. The research employed a descriptive quantitative design, collecting primary data through a survey of 232 respondents who use Telkomsel Indonesia's products and services. Data analysis was performed using Structural Equation Modeling (SEM) with the support of the SmartPLS statistical application. The findings reveal that the sensescape, servicescape, and stakeholder dimensions are crucial in determining customer satisfaction. Notably, only the sensescape dimension has a significant and positive impact on customer loyalty. These results suggest that Telkomsel should prioritize enhancing the sensescape, servicescape, and stakeholder components to improve customer satisfaction, with particular focus on sensescape to effectively boost customer loyalty.

Investigating Brand Awareness, Brand Image, and Perceived Quality on Customer Loyalty

This study investigates the impact of brand awareness, brand image, and perceived quality on customer loyalty, with a focus on Telkomsel users within the Creative Business program at Universitas Indonesia. Employing a quantitative research methodology, data were collected from 50 respondents using a structured questionnaire and analyzed using SPSS 26. The findings reveal that all three factors—brand awareness, brand image, and perceived quality—positively influence customer satisfaction, which in turn significantly enhances customer loyalty. Specifically, perceived quality emerged as the most influential factor driving customer satisfaction, followed by brand image and brand awareness. The study underscores the critical role of perceived quality in fostering customer loyalty, suggesting that Telkomsel’s success in retaining customers is largely attributed to its high service standards. This research contributes to the literature on brand management in the telecommunications sector and offers practical insights for enhancing customer loyalty through strategic improvements in brand perception and service quality.

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.

Measuring Customers Loyalty Through Satisfaction In E-Commerce: An Empirical Study On Tokopedia

This study aims to empirically examine the impact of e-service quality, e-commerce innovation, utilitarian value, and hedonic value on customer loyalty, with customer satisfaction as a mediating variable at Tokopedia. The research population consists of Tokopedia users in Jakarta. The sample for this study includes 252 participants selected through screening questions and collected online via Google Forms using judgmental sampling. The data is processed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate a positive and significant influence of e-service quality, e-commerce innovation, utilitarian value, and hedonic value on customer loyalty, both directly and indirectly, through the mediation of customer satisfaction.

The Impact of Components in Marketing - Mix Strategy on Customer Satisfaction and Loyalty: Case Study at Codegym Vietnam Joint Stock Company, Hue Branch

This study aims to analyze the impact of 7 components on the marketing - mix strategy on the satisfaction and loyalty of programming course students at the branch of CodeGym Vietnam Joint Stock Company in Hue. The study combined exploratory factor analysis (EFA), and confirmatory factor analysis (CFA) to measure the impacts of each component into the success of marketing - mix strategy then applied linear structural modeling (SEM) to test the related hypothesis of driving parameters to the customers’ satisfaction and loyalty. The finding indicated that there are 3 major factors having positively impact on customer satisfaction and loyalty, including: product, distribution and process. On the contrary, price, promotion, people and facilities factors have a negative impact on student satisfaction. The study also suggests several important implications to enhancing the efficiency of marketing mix strategy - with a need to focusing on developing marketing mix programs for centers to enhance customer satisfaction and loyalty.

Developing Green Marketing Strategies: A Comprehensive Analysis of Consumer Behaviour and Business Practices

The purpose of this research is to examine the relationship between green marketing communication techniques, consumer behaviour patterns, and business organisations’ practices by employing both qualitative and quantitative methodologies. A hypothesized quantitative survey with 500 consumers and a qualitative case study of leading organisations to assess modern tendencies and approaches were carried out. The quantitative analysis shows that 70% of the consumers take environmental concern while purchasing products, but only 45% are ready to pay the premium price for green products. Moreover, there is a low level of confidence in green claims where only 30% of the consumers are confident that firms have sincere intentions about the statements they make. An analysis of Nike, Starbucks, and Toyota, Apple, and Microsoft organizations shows that they incorporate different strategies in supply chain management, carbon footprint, corporations’ responsibility, and customer relations. Some of these firms focus on the promotion of the company’s transparency, product sourcing based on an ethical approach, encouragement of the use of renewables, as well as community involvement in fulfilling sustainable objectives. Thus, the study also stresses the importance of clarity within communication channels and information reliability for the development of consumers’ trust. It defines factors like the cost and every person’s doubt or disbelief in what is green that prevents an extensive use of green products. Altogether, this research contributes useful knowledge for companies wanting to implement suitable green marketing initiatives that would be appealing to eco-aware consumers. It is clear that implementing corporate practice according to the customer expectation and practicing transparency would not only increase the brand value but also the customer loyalty and which in longer runs would also help in supporting and implementing sustainable development goals across the world.

Elevating Customer Satisfaction: The Crucial Role of Electronic Service Quality in Today’s Digital Landscape

With digital platforms having proved to be a hub for service delivery, the drivers of customer satisfaction have become very important in ensuring improvement in service quality and retaining customers. This paper investigates the dimensions of electronic service quality that influence customer satisfaction in Jordan’s logistics and delivery service. The approach is quantitative, and data was collected through structured questionnaires from 436 logistics and delivery service users. The key measurement dimensions in the study will be reliability, ease of use, efficiency, privacy, and responsiveness. Research results show that reliability is the main influencer in affecting customer satisfaction; responsiveness and ease of use are closely followed. Efficiency and privacy too show positive influences, though relatively low. That will mean that logistics and delivery service industries that offer reliable and responsive services will result in customer satisfaction. These e-service factors indicate greater room for improvement, which service providers are encouraged to focus on to nurture better customer loyalty. The following sections provide valuable insights for industry leaders and policymakers who aim to enhance the overall customer experience in Jordan’s blossoming digital service landscape.

HNI Marketing Communication in Sharia Image Construction as an Effort to Maintain Customer Loyalty in Palu City

This study aims to explain the marketing communication strategy carried out by HNI in building a sharia image in Palu City, as well as to determine the implications of the sharia image in maintaining HNI customer loyalty in Palu City. The results of this study indicate that the marketing communication strategy carried out by HNI in building a sharia image in Palu City includes: Advertising, namely by using the hashtag Hijrah Product (#HijrahProduk) in social media posts about HNI products; Personal sales, namely through home sharing activities using excerpts of the Quran and Hadith in sales presentation messages by HNI Agents; Sales promotion, namely by providing rewards in the form of Umrah vouchers to HNI Agents who have achieved a certain turnover; Direct sales, using social media such as Facebook and Instagram, and conducting group broadcasts via WhatsApp. Public relations are carried out by HNI by participating in community activities, religious activities, and holding Agent meetings containing religious activities. The implications of the sharia image as an effort to maintain customer loyalty carried out by HNI are through providing rewards in the form of Umrah vouchers for HNI Agents who have achieved a certain sales turnover. Other activities that HNI also carries out as an effort to maintain customer loyalty and build a sharia image are through membership activities such as HNI leader meetings combined with religious activities such as congregational prayers and spiritual guidance.

EVALUATING CUSTOMER SATISFACTION IN A PRIVATE BANK: INSIGHTS FROM A SURVEY IN BANGLADESH

Customer satisfaction is essential for a bank's success and loyalty. Satisfied customers are more likely to be loyal and recommend the bank to others. This study explores customer satisfaction at a branch of a private bank in Bangladesh. A survey questionnaire was utilized, and feedback was received from 100 customers. The analysis, based on mean and standard deviation, shows overall high satisfaction but highlights several areas of concern. Key issues include limited branch space, inadequate staffing, and dissatisfaction with cleanliness and customer service. The customers were largely neutral in their opinions on debit/credit card services and online banking. By improving poor areas, the bank can foster stronger customer loyalty and better service experiences.

Customer Relationship Management (CRM) Strategy in an Effort to Maintain Customer Loyalty in Telkomsel Palu Branch

Building and maintaining good relationships with customers is one way to maintain the survival of the company. Customer Relationship Management is a disciplined approach to developing and maintaining profitable customer relationships. One thing that can be done to maintain customer loyalty and increase profits is to improve the quality of service through the concept of CRM strategy. Therefore, the purpose of this study is to determine the CRM strategy carried out by Telkomsel Branch Palu in an effort to maintain customer loyalty. This study is qualitative in nature using data collection techniques by conducting observations and in-depth interviews with four informants who have been selected through purposive sampling techniques, namely SPV Mobile Consumer, CX Commander, priority customers and regular customers of Telkomsel Branch Palu. The results of the study obtained are that Telkomsel Branch Palu has implemented a CRM strategy through the Telkomsel Prestige Loyalty program. Telkomsel Prestige is a loyalty program for Telkomsel and Indihome priority customers. In running the loyalty program, Telkomsel Branch Palu carries out a form of Marketing Communication, especially in the Public Relations aspect as a form of communication that focuses on building and maintaining good relationships and the company's image. In addition, Telkomsel Branch Palu also carries out several stages in the CRM strategy, namely 1) Customer Identification by collecting customer data and can be accessed on the Telkomsel database portal. 2) Differentiate Customer, Telkomsel groups its customers into two categories, namely regular customers and priority customers and priority customers have membership levels ranging from Gold-Diamond. The goal is to focus more on interactions with customers who are considered to provide many benefits. 3) Interact with Customers by actively interacting with customers such as providing information media or special reports, making routine visits for Birthdays, Exchange Points, Hard Complain, special visits and creating loyalty activities for priority customers. 4) Customize some Aspects, namely by making adjustments to priority customers and regular customers such as making special visits on big days, giving greetings, participating in enlivening or welcoming special days by making decorations in the service room

The Role of CSR in Improving Corporate Image and Financial Performance in the Banking Industry

Corporate Social Responsibility has an important role in improving the company's image and financial performance in the banking industry. Although many previous studies have shown a positive relationship between Corporate Social Responsibility and corporate performance, the phenomenon that has occurred shows that not all banks have experienced an improvement in financial performance despite having implemented Corporate Social Responsibility practices. This study aims to analyze the impact of Corporate Social Responsibility practices on public perception and financial performance of banks, with a focus on sustainability and social responsibility aspects. Using a quantitative approach, data is collected through surveys to customers as well as analysis of financial statements from several leading banks in Indonesia. The results of the study show that banks that are active in Corporate Social Responsibility initiatives tend to have a more positive image in the eyes of the public, which has implications for increasing customer loyalty and acquiring new customers. These findings indicate that a positive image built through Corporate Social Responsibility activities can increase customer trust, which is a key factor in their decision to choose a financial institution. In addition, the analysis showed a significant relationship between the implementation of Corporate Social Responsibility and improved financial performance, where banks that adopted good Corporate Social Responsibility practices showed higher profit growth and better financial stability. This study fills in the gaps in the existing literature by highlighting the factors that affect the success of Corporate Social Responsibility in the context of banking, as well as underlining the importance of Corporate Social Responsibility as an integral component in a business strategy oriented towards social responsibility and sustainability, contributing to broader economic growth and a better society.