Customer Loyalty Research Articles

The Influence of Service Quality and Price on Customer Loyalty through Customer Satisfaction as an Intervening Variable (Study at LBB SSL Sidoarjo)

This research was conducted to determine the effect of service quality and price on customer loyalty through customer satisfaction as an intervening variable at the Sang Siroju Lillah Sidoarjo Tutoring Institute. This research uses quantitative methods. The population in the research were students at the Sang Siroju Lillah Tutoring Institute at elementary, middle and high school levels. The number of samples used in this research was 114 students and used probability sampling which provides equal opportunities for all populations to be sampled. Data was analyzed using the SmartPLS method which went through three stages, namely internal model analysis, external model analysis, and hypothesis testing. Based on research, it shows: 1) service quality and price have a partial effect on customer loyalty, 2) service quality and price have a partial effect on customer satisfaction, 3) customer satisfaction has an effect on customer loyalty, 4) customer satisfaction does not affect customer loyalty so the relationship does not The direct relationship between service quality and customer loyalty through customer satisfaction cannot be verified, while price influences customer loyalty through customer satisfaction which can be verified.

A Comprehensive Analysis of Airline Passenger's Satisfaction through Classification Model

Passengers' satisfaction with airlines is one of the important determinants of competitive advantage for airlines with globalization and customer-oriented aviation industries of today. Customer satisfaction directly impacts brand loyalty, customer retention, and profitability, becoming an important key performance indicator for airline operators. The research examines a dataset of over 120,000 passengers, evaluating various aspects of their flying experience such as inflight services, comfort, punctuality, and overall satisfaction. An in-depth analysis of the key factors for customer satisfaction is done based on several data analyses and using different machine learning techniques like Logistic Regression, K-Nearest Neighbors, Decision Tree, and Random Forest. Through these techniques, our results show that, among others, service quality, punctuality, and comfort are the essential requirements for customer satisfaction. Conclusively, this study offers actionable recommendations for airlines that are vital in improving passenger satisfaction, which is an important factor in developing effective customer loyalty in the highly competitive airline business. The K-Nearest Neighbors (KNN) model performed best with an F1 score of 0.93, excelling in balancing precision and recall. Other models like Decision Tree and Random Forest were also used, with Random Forest providing robustness due to its ability to handle large datasets without overfitting, while Logistic Regression gave interpretable results but had the lowest F1 score at 0.89.

Importance of ethical behavior in sales organizations

The study explores the critical role of ethical behavior within sales organizations, highlighting its impact on trust, reputation, and sustainability. With increasing scrutiny from regulatory bodies and customers, ethical practices have become essential in mitigating legal risks, fostering long-term client relationships, and maintaining a positive corporate image. The research investigates the multifaceted effects of ethical behavior, including its influence on organizational culture, employee motivation, and adherence to legal frameworks. Through qualitative methodologies, the study delves into the ethical dilemmas faced by sales professionals, the organizational factors shaping their conduct, and the implications of ethical or unethical practices on customer loyalty and brand reputation. Additionally, it examines the alignment of ethical behavior with corporate social responsibility, emphasizing its broader societal impact. By addressing gaps in current literature, this research provides actionable insights for fostering an ethical culture within sales teams and enhancing compliance with industry regulations. Ultimately, the findings aim to equip organizations with strategies to build sustainable and ethically sound sales environments.

Determining Key Factors of Customer Satisfaction and Repurchase Intention for Azarine Cosmetic on Shopee

With the development of the beauty industry, especially in the realm of local products, companies need to maintain customer loyalty. This study aims to evaluate the relationship between EWOM, brand image, product quality, and price perception that influence repurchase intentions and their impact on customer satisfaction of the Azarine Cosmetic brand on the Shopee platform. Using a quantitative approach, this study involved 135 respondents in Jabodetabek who have used Azarine products and purchased them on Shopee at least once. The data analysis method used was Structure Equation Modeling-Partial Least Squares (SEM-PLS). The study results indicate that product quality and price perception have a significant impact on customer satisfaction and repurchase intention. Meanwhile, EWOM and brand image do not have a significant impact on customer satisfaction and repurchase intention. Customer satisfaction also significantly affects repurchase intention. Customer satisfaction partially mediates the relationship between product quality and repurchase intention, but does not mediate the relationship between EWOM, brand image, and price perception on repurchase intention.

The Effect of Service Quality and Price Perception on Customer Loyalty Mediated by Customer Satisfaction at Bengkel Sukses Jaya

This research investigates the impact of service quality and price perception on customer loyalty, with customer satisfaction acting as a mediating variable at Bengkel Sukses Jaya. Utilizing a quantitative research approach, data were gathered from 106 respondents who have used or are currently using the motorcycle maintenance services at the workshop. The analysis was conducted using the PLS-SEM method through SmartPLS 4.1.0.3 software. Results reveal that both service quality and price perception significantly enhance customer satisfaction. Moreover, service quality directly fosters customer loyalty, while price perception shows no direct effect on loyalty. However, customer satisfaction emerges as a significant driver of customer loyalty. Notably, the study confirms that service quality and price perception indirectly influence customer loyalty through the mediating role of customer satisfaction.

Exploring the Attributes of Customer Delight among Mall Shoppers in Davao City

This study examined the factors contributing to customer delight among mall shoppers through explanatory factor analysis. There were five (5) key informants who participated in interviews to identify the factors of customer delight. Based on their responses, the researcher identified 50 factors, which were surveyed among 250 randomly selected shoppers to determine how these factors influenced their customer delight. Latent constructs were identified as attributes of customer delight. These constructs included Digital Integration, which refers to innovative technologies and the seamless blending of online and offline experiences; Service Quality, which refers to maintenance and courteous customer service; Customer Experience, which refers to the variety of stores, high product quality, and a pleasant ambiance; and Loyalty Convenience, which refers to essential amenities and efficient shopping processes. These findings provide valuable insights for mall managers and retailers aiming to foster customer satisfaction and loyalty and remain competitive in the evolving retail landscape. By prioritizing these factors, shopping malls can create a holistic and engaging shopping experience that meets evolving consumer preferences and maintains a competitive edge.

Increasing Efficiency in Furniture Remanufacturing with AHP and the SECI Model

This article proposes the application of the AHP method in an office furniture remanufacturing company, with the aim of optimizing knowledge retention and management. In particular, it seeks to establish the optimal retrieval route for returned products. To this end, a bibliographic analysis was first carried out, which revealed the scarcity of previous studies on the subject, thus validating the relevance of this work. Subsequently, a practical application of the AHP method was carried out to define the weighting matrix of the evaluation criteria, applied to three specific pieces of furniture, which confirmed the effectiveness of the tool. In a complementary manner, Nonaka and Takeuchi’s SECI model of knowledge management was used, guaranteeing the continuous updating of the matrices and the adequate retention of knowledge in the company. This methodology will increase the volume of remanufactured products and improve operating margins. By reaping both the economic and environmental benefits of this practice, the company will be able to reduce costs, generate additional revenue, improve its corporate image, and build customer loyalty. At the same time, this study promotes the sustainability and sustainable development of this practice within the company and, by extension, in the broader office furniture manufacturing industry. It can serve as a reference for other companies in this sector across different countries.

THE RELATIONSHIP OF SOCIAL MEDIA MARKETING, BRAND ENGAGEMENT, BRAND FAMILIARITY, AND BRAND LOYALTY

The relationship between social media marketing, brand engagement, brand family, and brand loyalty are multifaceted and complex. Social media platforms have become pivotal in shaping consumer-brand interactions, influencing brand loyalty. This research examines the pattern of relationships between the above variables, using a total of 183 respondents. The analysis using PLS revealed several interesting findings regarding the relationships among the variables. Social media marketing has a positive impact on both brand engagement and brand familiarity, but it does not affect customer loyalty. Meanwhile, brand engagement and brand familiarity have a positive impact on customer loyalty. On the other hand, there is no direct influence of SMM on customer loyalty.

Customer Preference Towards Nostalgic Products

Objectives: The study aims to understand why customers prefer nostalgic products and how nostalgia influences consumer behavior. It focuses on identifying the factors that make nostalgic products appealing, the role of nostalgia in fostering customer loyalty, and the implications for businesses in leveraging nostalgia through marketing, branding, and product development. Methods: The research relies on primary data collected through structured questionnaires distributed via Google Forms. A sample size of 150 respondents was selected using the convenience sampling method. Data analysis was conducted using simple percentage calculations and factor analysis to derive meaningful insights. Results: The findings reveal that the majority of customers preferring nostalgic products fall within the age group of 30–40 years. Key factors influencing their preference include the reliability, taste, and simplicity of nostalgic products, which create meaningful user experiences. Additionally, comfort and convenience drive frequent usage of these products. Brand awareness and trustworthiness are critical in shaping customer choice, as they provide satisfaction and reduce the perceived risks of accessibility. Conclusion: By understanding customers' preference for nostalgic products, businesses can effectively engage this market segment through innovative offerings that emphasize nostalgia's emotional connection. The study highlights that socioeconomic factors such as occupation and income significantly impact purchase decisions in the Ernakulam district. Trust and brand recognition are pivotal in driving consistent use of these products. As a result, nostalgic product marketing is expected to dominate future market trends, fostering higher customer satisfaction and brand loyalty.

Analisis Implementasi Chatbot sebagai Sarana Komunikasi dan Efisiensi Layanan Pelanggan terhadap Peningkatan Kinerja PT Pelindo Terminal Peti Kemas Semarang

This study aims to analyze the implementation of chatbots as a means of communication and customer service efficiency and its impact on improving the performance of PT Pelindo Terminal Petikemas Semarang. The research method used is a qualitative method with a case study approach used to examine how chatbots automate routine tasks, reduce human error, and improve operational consistency. Data were collected through in-depth interviews and direct observations with triangulation data analysis methods. The results of this study indicate that chatbots are able to provide 24/7 service, accelerate customer response, and reduce waiting times which increase customer satisfaction and loyalty. The identified constraints include system integration, data security, user privacy, employee resistance, and additional training needs. To overcome these constraints, companies can collaborate with technology vendors, cybersecurity experts, and legal consultants, as well as invest in employee training and routine performance monitoring. Based on the results above, it can be concluded that chatbot implementation can improve operational efficiency and customer service quality with the right strategy to overcome existing constraints.

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

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.