Customer Loyalty Research Articles

Factors Influencing Consumer Loyalty: A Study in the Tech Industry

Since Apple’s 2010 release of the revolutionary iPhone 4, the brand has become a dominant force in the tech industry, fostering high customer loyalty through its integrated, secure ecosystem. This study aims to explore the factors driving Apple’s consumer loyalty in Malaysia, focusing on brand experience, brand innovativeness, social influence, perceived value, and brand trust. Primary and secondary data were collected, and a digital survey of 150 Malaysian Apple users provided insights into their loyalty determinants. Using regression analysis, the findings reveal that perceived value and brand trust significantly and positively impact consumer loyalty, while brand experience, brand innovativeness, and social influence show minimal influence. With an R-squared value of 0.596, the model suggests that nearly 60% of loyalty variance is explained by these factors, highlighting perceived value and trust as critical components. These results imply that Apple should prioritize enhancing perceived value and maintaining brand trust to strengthen consumer loyalty in competitive markets. Future research could explore additional factors like sustainability and community engagement to provide a fuller understanding of loyalty drivers in the tech industry

Pengaruh Kualitas Pelayanan dan Kecepatan Respons Terhadap Kepuasan Pelanggan di Restoran Marugame Udon

This research aims to analyze the influence of service quality and response speed on customer satisfaction at Marugame Udon restaurant. Through a literature review, this study examines various theories and previous research related to service quality, response speed, and customer satisfaction. The findings indicate that both service quality, which includes tangibles, reliability, responsiveness, assurance, and empathy, as well as response speed in serving customers, have a significant impact on customer satisfaction. Good service quality and high response speed can enhance customers' perception of the value offered by the restaurant and encourage customer loyalty. The implication of this research is the importance for the restaurant to continuously strive to improve service quality and response speed in order to maintain and enhance customer satisfaction

Business Development Strategy with SWOT Analysis Approach and Business Model Canvas at Wink Beauty Studio

This research aims to analyze business development strategies at Wink Beauty Studio using the SWOT Analysis and Business Model Canvas approaches. This approach aims to provide a comprehensive picture of the company's internal and external conditions and formulate the right strategy for business development. The research method used is descriptive qualitative, with data collection through in-depth interviews, observation, and documentation studies. The collected data were analyzed using a SWOT matrix to identify the strengths, weaknesses, opportunities, and threats faced by the company. The results of the SWOT analysis were then mapped into the nine elements of the Business Model Canvas, which include customer segments, value propositions, distribution channels, customer relationships, revenue streams, key resources, key activities, key partners, and cost structures. The research findings show that Wink Beauty Studio has several key strengths, such as superior service quality and customer loyalty, but also faces challenges, such as intense competition and limited resources. Development opportunities lie in the growing beauty trend and the potential of the digital market. By capitalizing on internal strengths and external opportunities, the company can develop more effective strategies to expand market reach and increase profitability. This research is expected to contribute to the management of Wink Beauty Studio in formulating the right strategic steps and become a reference for other beauty business actors in developing their businesses.

Unmasking the power of social media marketing activities in cultivating customer equity, loyalty, and repurchase intention

ABSTRACT The literature has shown a growing interest in investigating the factors that drive customer equity and its consequences for maintaining customer-brand relationships, specifically in the context of social media commerce. Despite this, the impact of social media marketing activities (SMMAs) on customers’ equity, loyalty, and repurchase intentions needs further investigation. This study explores the impact of SMMAs (including perceived interactivity, informativeness, word-of-mouth (WOM), personalization, and trendiness) on repurchase intention through customer equity drivers and brand loyalty. The data for this study was collected from 971 customers and analyzed by structural equation modeling. The findings revealed that SMMAs significantly influence customer equity drivers, except perceived WOM, which influences value equity only. Further, customer equity drivers mediate the effects of SMMAs (except perceived WOM) on brand loyalty and indirectly influence repurchase intention through brand loyalty. This study adds to the understanding of how SMMAs influence social media customers’ perceptions and behavioral intentions. Thus, its findings would help researchers, marketers, and stakeholders understand how to foster social media customers’ equity, loyalty, and repurchase intentions.

Investigating the factors influencing customer loyalty and the mediating effect of customer satisfaction in online food delivery services: empirical evidence from an emerging market

Investigating the factors influencing customer loyalty and the mediating effect of customer satisfaction in online food delivery services: empirical evidence from an emerging market

Satisfaction Level of Customers on E-CRM

Objectives: Commercial banks are moving from a product-centric approach to a customer-oriented approach. This shift reflects the current trend of prioritizing the customer, where the saying "Customer is the King" has become prevalent. Customers now have the option to compare various products and choose those that best meet their preferences. They also expect a high level of service, a tailored product offering, and a personalized delivery model. In this context, banks in Kerala, similar to other regions in India, must adapt quickly to meet these evolving expectations to remain competitive. The objective is to understand client needs and transform traditional CRM into electronic Customer Relationship Management (e-CRM). Methods: e-CRM represents an advanced version of CRM, enhanced with technology and focusing on specific market groups through direct marketing and sales services. However, implementing e-CRM effectively presents challenges. Often, organizations fail to consider the customer's needs fully, which impacts the system’s efficiency. The move towards e-CRM also reflects a broader shift from paper-based methods to digital processes in banking. Results: The banking industry has prioritized attracting new clients, retaining current ones, and enhancing customer loyalty and satisfaction. e-CRM systems address the needs of both consumers and banks, allowing banks to meet client demands more effectively while also adapting to modern digital expectations. This shift has enabled banks to improve customer engagement and offer more customized services. Conclusion: The transformation from traditional CRM to e-CRM represents a significant change in the banking sector, especially in regions like Kerala. As customer expectations rise, banks must respond quickly and effectively to meet these demands. e-CRM systems have become essential tools for banks to cater to the needs of modern consumers and to stay competitive in a rapidly evolving market. This approach underlines the importance of technology in enhancing customer relationships and highlights the banking industry's commitment to placing customers at the center of their operations.

Logistics service quality and customer satisfaction: Evidence from Salalah Port in Oman

Purpose—Quality service plays a significant role in enhancing customer satisfaction and loyalty. The main objective of this research is to investigate the effect of Salalah port service quality on customer satisfaction. Design/methodology/approach—This paper used a quantitative research design. Data were collected from 300 repeated customer of Salalah Port in Oman. Statistical Package (SPSS) version 25.0 was used for analysis of data and adopted to test the hypothesized model. Findings—The research findings confirm the positive influence of the five dimensions of service quality – tangible, empathy, reliability, responsiveness, assurance (TERRA) on customer satisfaction. Originality/value—The findings of this study develop the literature by adding empirical research evidence that the TERRA of Salalah port service quality which have a significant effect on customer satisfaction. The result also provide evidence from the Arab region where the data and research in this region are limited.

Hyper-Personalization with AI and Edge Computing: The Future of Customer Experience in E-commerce and Retail

Advancements in Artificial Intelligence (AI) and edge computing are reshaping what is possible in the world of hyper-personalization, currently powering customer experience in e-commerce and retail. In this study we explore when AI algorithms and edge computing frameworks enable real time, individualized customer interactions resulting in deeper engagement and higher loyalty. This study uses a quantitative research design to explore data driven personalization techniques with datasets from leading retail and ecommerce platforms. To evaluate the scalability and responsiveness of hyper-personalization technologies, a combination of machine learning models and terms edge computing infrastructures is methodologically analyzed. Through case studies of top tier e-commerce platforms, results show that integration of AI and edge computing can reduce latency in customer interactions by up to 70%, while upgrading conversion rates by roughly 30%. These findings emphasize the added value of creating real time customer experience driven sales and customer loyalty leveraging real time customer insights enabled by AI at the edge. This work presents a novel framework that enables scalable, secure hyper personalization in e-commerce to overcome existing limitations in data processing speed and privacy compliance. It offers actionable recommendations for retailers that look to adopt AI driven, edge enabled hyper personalization techniques for enhancing customer engagement and operational efficiency.

Factors Affecting Customer Satisfaction: The Case of Ethiopia Hotel, Addis Ababa

The research topic in this study was to investigate the link between service quality, customer expectations, customer complaints, customer satisfaction, and customer loyalty in the Ethiopian hotel. The research method adopted for the study was explanatory, non-experimental quantitative research based on the convenient sampling technique that targeted 300 hotel customers in Ethiopia using both primary and secondary data collection tools. The findings revealed several key insights: Service quality with customer expectation was found to have a positive link with customer satisfaction while customer complaint also has a direct positive effect on customer satisfaction means complaints can provide a chance to improve customer satisfaction with the hotel. This research also reveals that there is no straight relationship between customer satisfaction and customer loyalty this might be so because other factors than satisfaction such as brand image, customer perceived value, and engagement may play a vital role in this regard. The scholars suggest hotel managers practice customer-oriented strategies for the identification of effective complaint handling, Customer Perceived Value increase, Company Reputation improvement, and the acknowledgment of the factors that contribute to Customer Loyalty. The practical implications include developing a targeted strategy to improve customer experience and retention.

Pengaruh Persepsi Harga, Promosi dan Kualitas Layanan terhadap Loyalitas Pelanggan di Perusahaan Forwarder PT. Citra Selaras Logistik

The purpose of this study is to analyze the effect of price, promotion and service quality on customer loyalty mediated by several customers of PT. Citra Selaras Logistik (PT. CSL). This study was conducted using a saturated sampling technique and applied in SmartPLS 4.0. This research shows that price perception has negative influence and is not significant to customer loyalty, while promotion and quality service have positive influence and are significant to customer loyalty.

To what extent is the banking sector devoted to sustainability? A bibliometric and content analysis

AbstractThis research explores the diverse scenario of sustainability in the banking sector, aiming to comprehensively map the existing literature on the subject. It uses a comprehensive literature review methodology, applying bibliometric and content analysis techniques. Based on an analysis of 142 papers, the study traces the trajectory of sustainability in the banking sector, identifying key challenges and unresolved issues. The study not only offers insights into the interplay of sustainable practices but also sheds light on the internal struggles within the banking sector to integrate environmental, social, and governance practices into daily operations. The findings reveal that the main topics related to banking sustainability are sustainability reporting, banking performance, and customer loyalty. Additionally, the research examines the definitions of essential constructs, such as sustainable banking and finance, green banking and finance, exploring overlaps and distinctive characteristics. The findings provide valuable contributions to research by pinpointing critical literature gaps and offering practical insights into a broader sustainability agenda, including its primary challenges.

Analyze The Marketing Mix Strategy In Enhancing The Competitiveness Of Bank Permata Community Channel Division

This study aims to analyze the marketing mix strategy in enhancing the competitiveness of Bank Permata's Community Channel Division. The marketing mix strategy, consisting of product, price, place, promotion, people, process, and physical evidence (7P), is applied to understand how each element contributes to the bank's competitive advantage. The research method used is qualitative with a case study approach, involving in-depth interviews with managers and staff of the Community Channel Division, as well as analysis of internal bank documents and reports. The results of the study indicate that the effective implementation of the marketing mix strategy can enhance customer satisfaction, loyalty, and brand image, ultimately improving Bank Permata's competitiveness. These findings provide practical recommendations for Bank Permata's management to continuously optimize their marketing strategies to achieve sustainable competitive advantage.

Intensified Customer Churn Prediction: Connectivity with Weighted Multi-Layer Perceptron and Enhanced Multipath Back Propagation

In the telecommunication industry, forecasting customer turnover in telecom networks is crucial for maintaining customers and increasing profits. The proposed model explores the importance of predicting churn, emphasizing its financial impact and strategic significance for telecommunications companies. Manual methods for predicting churn are restricted due to their dependence on basic models and human opinion, leading to less than ideal precision and effectiveness. Artificial Intelligence (AI)-based methods have arisen as promising solutions in light of these limitations. Nevertheless, existing AI methods frequently encounter issues like over-fitting, restricted interpretability, and suboptimal generalization. The presented system introduces a novel technique, named "MBP-WMLP” abbreviated as Multipath Back Propagation with Weighted MLP, to improve prediction accuracy in telecommunication networks. The respective approach utilizes a specialized multi-layer perceptron (MLP) structure with weights, designed for managing the intricacies of telecommunications data. Moreover, an improved multipath back-propagation method is presented to improve the optimization of model training and convergence. The projected model combines weighted MLP and enhanced multipath back-propagation to achieve better prediction accuracy, increased interpretability, and improved generalization capabilities. Furthermore, the proposed technique will be applied to authentic Telco customer churn datasets containing sanitized customer activity features and churn labels indicating subscription cancellations for creating predictive models. The projected approach is intended to shows potential for improving customer loyalty tactics and boosting profits for telecom companies in a more competitive market environment.

Research on quantitative measurement algorithm for e-commerce customer loyalty based on deep learning algorithm

Traditional algorithms cannot fully explore the potential patterns behind big data, lack personalized customer analysis, and cannot provide personalized services and suggestions for different types of customers. This article employs the Bi LSTM (Bidirectional Long Short-Term Memory) model to accurately capture the complex features and patterns of customer behavior, thereby improving the measurement accuracy of customer loyalty. Collect data on customer behavior, browsing history, and search behavior, and preprocess the collected data. Organize customer behavior data into a time series dataset in chronological order, and divide it into weekly windows to extract feature information from the data. Construct a bidirectional LSTM model while considering the forward and backward information of the sequence data, in order to more comprehensively capture the contextual relationships in the sequence data and quantify customer loyalty. The experimental results show that the average accuracy of Bi LSTM in predicting average customer loyalty is 97.1%. And it can effectively improve the prediction effect of repeat purchase rate. The application of Bi LSTM can accurately quantify customer loyalty in e-commerce, provide reference for enterprise decision-making, formulate corresponding marketing strategies and customer management plans, and improve customer loyalty and competitive advantages.

Mediating Role of Customer Satisfaction in the Impact of Service Quality and Pricing on Customer Loyalty (Study at Uptd Kesehatan Pengobatan Tradisional Bali)

Customer loyalty is a behavioral urge to make repeat purchases and is carried out to build customer loyalty to a product or service produced or produced by the company. This research was conducted at the UPTD Kesehatan Masyarakat Bali, Indonesia. The purpose of this study was to determine the effect of service quality, price, customer satisfaction and customer loyalty. The problem discussed in this study is the role of customer satisfaction in mediating the effect of service quality and price on customer loyalty. The number of respondent samples in this study was 97 respondents. The types of data in this study are primary and secondary data with data collection methods in the form of questionnaires. This research method is quantitative research. The data analysis technique used is descriptive analysis and inferential analysis with classical assumption tests, and path analysis. The results of this study show that service quality has a positive and significant effect on customer loyalty and customer satisfaction. Price has a positive but not significant effect on customer loyalty and price has a significant positive effect on customer satisfaction. Customer satisfaction has a positive but not significant effect on customer loyalty. Customer satisfaction does not mediate the relationship between service quality and customer loyalty. This can be seen from the relationship between service quality and customer loyalty directly significant, the relationship between service quality and customer satisfaction is also significant and the indirect relationship between service quality and customer loyalty through customer satisfaction is also insignificant. Indicates that good service quality creates customer loyalty without the need for satisfaction to be felt first. Customer satisfaction does not mediate the relationship between price and customer loyalty. This can be seen from the relationship between price and customer loyalty, which is directly insignificant, the relationship between price and customer satisfaction is directly significant, and the indirect relationship between price and customer loyalty through customer satisfaction is also insignificant. Indicating that price can affect customer loyalty directly without going through changes in satisfaction levels.

How Does Word of Mouth Mediate the Relationship between Lifestyle and Product Quality to Customer Loyalty?

This study examines the influence of lifestyle and product quality on customer loyalty, with word of mouth (WoM) as a mediating factor for Erigo products. The research focuses on YARSI University students (Batch 2016-2019) who have purchased Erigo products. It contributes to consumer behavior and marketing literature by highlighting WoM's role in fostering loyalty to local fashion brands. The sample consists of 100 respondents who purchased Erigo products 1-2 times, 3-4 times, or more than 4 times, selected through purposive sampling with a non-probability method. Data were collected via questionnaires and analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM). Findings reveal that lifestyle and product quality significantly influence WoM. Lifestyle directly impacts customer loyalty, while product quality does not. WoM strongly affects customer loyalty and mediates the relationship between both lifestyle and product quality with loyalty. These results emphasize WoM's critical role in enhancing loyalty, reinforcing the importance of targeting lifestyle alignment and product quality in Erigo’s marketing strategies. By leveraging WoM effectively, Erigo can strengthen customer retention and advocacy among its student consumer base.

Relationship Marketing and Its Influence on Customer Loyalty in A Market in Piura

This research focused on the fulfillment of ODS 8, based on promoting decent work and economic growth, while the mein objective of the study was to evaluate the influence between relational marketing and customer loyalty in a market in the city of Piura 2024. Through a quantitative approach methodology, non-experimental and transversal design with a correlational depth level. A population of 187,926 in habitants was used with a sample of 383 potential clients, to whom a survey was applied. The results allowed to identify that 46.5% of clients gave importance to the development of relational marketing, and 38.1% highlighted the relevance of strengthening loyalty. Likewise, a highly significant relationship between the variables was verified, due to the Spearman's Rho coefficient of 0.638 with a p-value < 0.01 and R2 of 40.7%. It was concluded that stores seeking to increase customer loyalty in Piura should promote customer relationships through relational marketing.

تأثير استخدام الذكاء الاصطناعي في المتاجر الإلكترونية على المستهلكين

The study examines the impact of using artificial intelligence in e-stores on consumer behavior. The study highlights the importance of artificial intelligence in improving the online shopping experience, by providing personalized recommendations and analyzing purchasing patterns to better meet consumer needs. Artificial intelligence techniques such as natural language processing, deep learning, and augmented reality are used to provide a distinctive experience that contributes to increasing customer loyalty and raising conversion rates. The study indicates that artificial intelligence can automate many tasks, such as inventory management and order processing, which contributes to reducing costs and improving operational efficiency. Artificial intelligence also plays an important role in enhancing e-commerce security, as it can detect fraud and protect personal data. The study included the impact of AI-supported shopping practices on customers’ functional, financial, social, and emotional values. The results of previous studies reviewed indicate the positive impact of artificial intelligence on the efficiency of marketing methods, and raising the competitive advantage of e-stores by improving the mental image and increasing profitability.

A Literature Review of Indoor Air Quality: Sources, Health Effects, and Mitigation Strategies

Sustainable marketing has become an essential component for businesses aiming to meet growing consumer demand for environmental responsibility. This paper explores how companies can align their brand values with sustainability efforts to foster long-term customer loyalty and market competitiveness. It examines key sustainable marketing strategies, including eco-friendly product design, transparent communication, and corporate social responsibility (CSR) initiatives. The study emphasizes the importance of authenticity, as consumers are increasingly wary of "greenwashing" tactics and seek brands that genuinely prioritize environmental stewardship. Case studies from various industries demonstrate successful integration of sustainability into brand identity, resulting in enhanced brand reputation, consumer trust, and business growth. The findings highlight the need for a comprehensive approach that includes stakeholder engagement, sustainable supply chains, and marketing campaigns that educate consumers on eco-friendly choices. By aligning brand values with consumer expectations for environmental responsibility, companies can create a competitive advantage while contributing to global sustainability efforts.

Pengaruh Brand Image dan Kualitas Produk terhadap Loyalitas Pelanggan Dimediasi Kepuasan terhadap Produk MS Glow di Kabupaten Tebo

This research aims to determine and analyze the influence of Brand Image and Product Quality on Customer Loyalty with Satisfaction as an intervening variable on MS Glow Skincare Products at Elena Beauty Store in Tebo Regency. The population in this study is unlimited, and the sample in this study consists of 100 respondents. The sampling technique used is Accidental Sampling. The results of the research analysis indicate that Brand Image has a positive and significant effect on consumer satisfaction with MS Glow skincare products at Elena Beauty Store. Product Quality has a positive and significant effect on consumer satisfaction with MS Glow skincare products at Elena Beauty Store. Furthermore, Brand Image has a positive and significant effect on customer loyalty to MS Glow skincare products at Elena Beauty Store in Tebo Regency. Product Quality has a positive and significant effect on customer loyalty to MS Glow skincare products at Elena Beauty Store in Tebo Regency. Consumer satisfaction has a positive and significant effect on customer loyalty to MS Glow skincare products at Elena Beauty Store in Tebo Regency. Brand Image and Product Quality have a positive and significant effect on Customer Loyalty, mediated by Satisfaction with MS Glow skincare at Elena Beauty Store in Tebo Regency.