Determinants Of Customer Loyalty Research Articles

Determinants of Customer Loyalty (Shopee E-Commerce Case Study)

Determinants of Customer Loyalty (Shopee E-Commerce Case Study)

IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY IN LIFE INSURANCE SECTOR: THE MEDIATING EFFECT OF CUSTOMER TRUST

The aims of this article is to analyze the Impact Of Service Quality On Customer Loyalty In Life Insurance Sector with The Mediating Effect Of Customer Trust. The primary data has been collected through structure questionnaire by using google form. A descriptive research design is used and the result of this study is based on 72 respondents collected through purposive sampling technique. Statistical tools such as descriptive statistic, one-way ANOVA, independent t-test, correlation analysis, and regression is used to measure the relationship between the variables. The result of this study shows that service quality and customer trust both has an significant relationship with customer loyalty. The study found that trust had a greater influence on determining customer loyalty than service quality. Also there is no any significant effect of demographic factors on customer loyalty. The findings of this article suggest, the insurance company have to increase the quality of service to make a loyal customer and improve the customer trust by providing various scheme and premium. Keywords: Service Quality, Customer Trust, Customer Loyalty, Life Insurance Sector

Pengaruh Bauran Pemasaran Jasa Terhadap Loyalitas Nasabah Pada PT Bank SulSel-Bar Cabang Utama Makassar

This study aims 1) to find out how to determine customer loyalty at PT bank Sulsel-bar Makassar main branch through the service marketing mix. The type of research used in this research is quantitative with a sample of 84 respondents. Data collection techniques using questionnaire techniques. The data analysis technique uses the classic assumption test. The results showed 1) Products have a positive and significant effect on customer loyalty at PT. Bank Sulsel-Bar Makassar Main Branch means that the better the product at PT bank Sulsel bar Makassar main branch, the customer loyalty will increase. 2) Price has a positive and significant effect on customer loyalty at PT. Bank Sulsel-Bar Makassar Main Branch the better the price at PT Bank Sulsel-bar Makassar main branch, the customer loyalty is increasing. 3) Promotion has a positive and significant effect on customer loyalty at PT. Bank Sulsel-Bar Makassar Main Branch the better the promotion at PT Bank Sulsel-bar Makassar main branch, the customer loyalty increases. 4) Place has a positive and significant effect on customer loyalty at PT. Bank Sulsel-Bar Makassar Main Branch the better the place at PT Bank Sulsel-bar Makassar main branch the customer loyalty also increases 5) People have a positive and significant effect on customer loyalty at PT. Bank Sulsel-Bar Makassar Main Branch the better the people at PT Bank Sulselbar Makassar Main branch the customer loyalty also increases 6) The Physical Environment has a positive and significant effect on customer loyalty at PT. Bank Sulsel-Bar Makassar Main Branch means that the better the physical environment at PT Bank Sulsel-bar Makassar main branch, the customer loyalty also increases 7) The process has a positive and significant effect on customer loyalty at PT. Bank Sulsel-Bar Makassar Main Branch means that the better the process at PT Bank Sulsel-bar Makassar main branch, the customer loyalty will also increase.

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.

RESEARCH ON FACTORS DETERMINING LOYALTY OF COSTUMERS OF COMPANIES PROVIDING ACCOMMODATION AND CATERING SERVICES IN LITHUANIA

Changing technologies, increasing customer expectations and competition between organizations lead to the fact that the study of factors determining customer loyalty can become a suitable organizational solution for attracting, maintaining and minimizing turnover of consumers. Consumer loyalty is recognized as a strength that an organization can acquire, and at the same time, it ensures the continuity of operations due to the fact that loyal consumers significantly determine the profitability of the company’s activities. The article presents a study of the factors determining the loyalty of service users in the case of the accommodation and catering services sector, answering the problematic question – what factors determine the loyalty of consumers in the accommodation and catering services sector in Lithuania? After conducting a theoretical analysis, the factors determining the loyalty of service users were determined, and by applying the multi-criteria Analytical Hierarchy Process (AHP) method, the significance of the factors determining the loyalty of the customers used for this study in the Lithuanian accommodation and catering sector was determined.

Pengaruh Content Marketing dan Electronic Word of Mouth Terhadap Loyalitas Konsumen Produk Lokal Kecantikan Dengan Brand Image Sebagai Variabel Mediasi

The familiar global market means that imported products are starting to put pressure on domestic products. The Indonesian cosmetics market is a special attraction for foreign manufacturers to trade their goods there. This needs to be a concern for local beauty producers to maintain the consumer loyalty they already have. The aim of this research is to determine customer loyalty towards local beauty products based on the influence of content marketing, electronic word of mouth, and brand image as mediating variables. This research is quantitative research. Sampling was carried out using a purposive sampling technique, and data collection was carried out using a questionnaire. The number of respondents studied was 200 respondents. The data analysis carried out was descriptive analysis (SPSS) and Structural Equation Model-Partial Least Square. 1) Content marketing has a positive effect on consumer loyalty; 2) Electronic word of mouth has a positive effect on consumer loyalty; 3) Content marketing has a positive effect on brand image; 4) Electronic word of mouth has a positive effect on brand image; 5) Brand image has a positive effect on consumer loyalty; 6) Content marketing indirectly influences consumer loyalty through brand image as a mediating variable; 7) Electronic word of mouth indirectly influences consumer loyalty through brand image as a mediating variable.
 

ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN PADA SSC (SITUBONDO SPORT CENTER) DI SITUBONDO DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING

Marketing management can also be defined as the art and science of selecting target markets designed to create, build and maintain profitable exchanges to achieve company goals, for this reason, proper marketing management can increase, especially ini the development of SSC (Situbondo Sport Center). The purpose of this study was to analyze and test the effect of Physical evidence and Service excellence in determining customer loyalty with customer satisfaction as an intervening variable. The population in the study was SSC (Situbondo Sport Center) customers. The sampling method was determined by nonprobability sampling with purposive sampling. Data analysis and hypothesis testing in research using the Structural Equation Model - Partial Least Square (PLS-SEM).
 The results of direct influence hypothesis testing using the Smart PLS 3.0 application, show that Physical evidence has a significant positive effect on customer satisfaction, Service excellence has a significant positive effect on customer satisfaction, Physical evidence has a negative but insignificant effect on customer loyalty, Service excellence has a significant positive effect on customer loyalty, Customer satisfaction has a significant positive effect on customer loyalty. The results of the indirect effect hypothesis show that the Physical evidence variable has a significant positive effect on customer loyalty through customer satisfaction, the service excellence variable has a significant positive effect on customer loyalty through customer satisfaction.

Determinants of Customer Loyalty: Empirical Study from Online Food Delivery Services

The rapid growth of information technology and communication today has disrupted various sectors, including the food sector. Consumers’ behavior in ordering food has shifted from offline to online with the presence of a number of food delivery service applications. This situation encourages the growth of online applications that provide food delivery services, so intense competition is unavoidable. The research aimed to investigate the role of e-service quality and sales promotion in influencing customer e-trust and e-satisfaction and its implications for customer loyalty. The research used a quantitative approach with the survey method. The population was online food delivery service application users who lived in the Jakarta area, with a sample of 250 respondents. The data were collected through a questionnaire designed with a 5-point Likert scale and analyzed using SEM-PLS. Research findings show that customer e-service quality and sales promotion significantly influence customers’ e-trust and e-satisfaction. Other findings show that customers’ e-trust and e-satisfaction significantly affect customer loyalty. The results also indicate that customers’ e-trust and e-satisfaction significantly mediate the effect of e-service quality and sales promotion on customer loyalty. In the era of the digital economy, good service and effective promotion still have an important role in increasing trust and satisfaction and a positive impact on increasing consumer loyalty ultimately.

Discomfort and proactiveness of New Zealand OFD consumers during the coronavirus pandemic

ABSTRACT In 2020, during the early stages of the coronavirus pandemic, New Zealand’s online food delivery (OFD) services saw a marked increase in popularity. New Zealand had received worldwide praise for their approach to fight Covid-19, and online businesses were important contributors, allowing the food service industry to remain viable in the face of severe restrictions. OFD research has found that the determinants of customer loyalty, such as consumer satisfaction, trust, and value are well established and largely depend on food quality, e-service quality, and OFD-service providers not being associated with COVID-19 transmission. The present study aims to fill a research gap and investigate new predictors such as OFD discomfort and proactive COVID-19 strategies, in addition to confirming well-established ones such as sociodemographic factors, perceived infection risk, perceived value, satisfaction, and trust. The Partial Least Square Structural Equation Modeling (PLS-SEM) analysis reveals that age is the only significant sociodemographic factor influencing pro-active COVID-19 strategies. While trust and perceived value are positively affected by consumers committed to proactively counteract Covid-19; satisfaction and ultimately loyalty, are positively affected by trust only. Best practice recommendations for marketing managers and OFD service providers are presented.

The Influence Of Product Quality, Promotion, Price, Trust And Purchase Decisions On Consumer Loyalty At Pt. X

Increasingly intense competition between product provider institutions recently is not only caused by globalization. But more because customers are getting smarter, price conscious, more demanding, less forgiving, and approached by many products. Consumer loyalty is an important factor in maintaining existence in market competition, increasing sales and as a step in purchasing decisions and to achieve goals. This study uses quantitative methods. The aim is to determine customer loyalty and purchase decisions as intervening variables. The research sample is all consumers at PT X with a total sample of 150 respondents. The data analysis method used in this study is SPSS and also Smart PLS version 3. The results of this study indicate product quality, promotion, price, significant trust in purchasing decisions. as well as a significant purchase decision on customer loyalty.

Determinants of Customer Loyalty toward Mobile Wallet Services in Post-COVID-19: The Moderating Role of Trust

One of the highly acclaimed innovations is the mobile wallet. Mobile wallets ensure that customers can make purchases even if they forget their wallets at home. The use of these wallets has increased significantly with the spread of the COVID-19 pandemic as a preventive measure. However, with COVID-19 restrictions lifted and adaptation to the pandemic, customers are no longer forced to use mobile wallets. That is, things have returned to normal as before the pandemic, where the customer is left free to choose the method of payment. In this regard, businesses need to retain their customers and make sure that those customers will reuse their own mobile wallets even during this period (post-COVID-19). Hence, it is critical to explore customer loyalty determinants toward mobile wallet services in such a period. Therefore, using the Indian context, this paper sought to explore the determinants of customer loyalty toward mobile wallet services post-COVID-19. This study also investigated the role of trust as a moderator. Based on a sample size of 243 customers in India, the relationships in the proposed model were tested using SmartPLS statistical technology. The results revealed that service quality, privacy and security, and trust are the key determinants in gaining customer loyalty toward mobile wallets. Yet, the results did not support perceived usefulness and ease of use as determinants of customer loyalty. As for trust as a moderator, the results supported only one of the four proposed hypotheses. Specifically, the results supported that “trust has a significant moderating impact on the relationship between service quality and customer loyalty”. The results offer a more precise comprehension of the relationships between customer loyalty and customer loyalty determinants in post-COVID-19 and enable managers to make better management decisions.

RESEARCH ON METHODS OF DETERMINING CUSTOMER LOYALTY AND ASSESSING THEIR LEVEL OF SATISFACTION

The subject of research in the article is methods of data collection and processing to assess the level of customer satisfaction and loyalty to the company, as well as the possibility of evaluating the collected data. The purpose of the work is the analysis of methods for determining customer loyalty and assessing their level of satisfaction, the development of a unified assessment algorithm based on various types of data. The article deals with the following tasks: analysis of information acquisition methods – questionnaires and reviews, evaluation methods definition and comparison questionnaires with closed answers, reviews and open answers’ text tonality evaluation methods analysis using an artificial intelligence, development of an algorithm for determining a unified evaluation and conducting an experiment. The following methods are used: theoretical research methods for determining existing data collection methods, as well as methods for assessing the level of customer loyalty and satisfaction using CSI, CSAT indexes, NLP methods for determining the text tonality, bringing the calculated values to one scale, determining the method of a unified assessment; empirical research methods for conducting an experiment, determining and proving the feasibility of applying the method. The following results were obtained: a method of assessing customer loyalty and their level of satisfaction based on the analysis of various types of information with further results unification was proposed. Various types of date are responses to questionnaires and user reviews. The questionnaires are analyzed using KPI, and reviews – using artificial intelligence methods. After normalizing the results (bringing them to one scale), the additive convolution method is used to unify the overall result. A prototype of the software system has been developed, which allows you to carry out a full cycle from collecting information to calculating both KPI-metrics and a unified assessment. Conclusions: Experimentally, it was determined that the method of assessing customer loyalty and their level of satisfaction based on the unification of a comprehensive assessment of various types of data is efficient and can be used to optimize business processes by reducing time and efforts spent on analyzing the gathered data. The use of this method is fully justified, since the measurement error is low, and the margin of error is acceptable.

THE DRIVING FACTORS OF CUSTOMER LOYALTY: STUDY ON B2B CUSTOMERS

This study aims to examine the factors that determine customer loyalty to business customers. In particular, this study examines the effect of service quality and product quality on customer loyalty directly and indirectly through customer satisfaction mediation. Primary data collection was carried out by surveying through the distribution of questionnaires to 50 companies at oil and gas industry in Indonesia. Sampling was done by purposive sampling technique. The results of hypothesis testing with SEM-PLS indicated that service quality and product quality have a direct effect on customer loyalty. The results of the indirect effect test prove that customer satisfaction partially mediates the effect of service quality and product quality on customer loyalty.

Determinants of customer loyalty in Islamic banking: the role of religiosity

PurposeThe purpose of this study is to investigate the moderation effects of religiosity in the relationship between service quality (SQ), customer satisfaction (CS), relationship quality (RQ) and Islamic banking (IB) loyalty in a non-Islamic country.Design/methodology/approachThis study used a quantitative approach and a cross-sectional research design. The data was collected by a closed-ended questionnaire from a systematic sample of 267 customers of full-fledged Islamic banks in Tanzania. Structural equation modeling and regression analysis techniques were used to analyze the data.FindingsResults indicate that religiosity is a significant (p < 0.05) moderator of the relationship between SQ and loyalty (β = 0.176), and between CS and loyalty (β = 0.263). However, religiosity sharpens the impact of CS on loyalty (β increases from 0.170 to 0.263, p < 0.05) and does not sharpen the impact of SQ on loyalty (β decreases from 0.338 to 0.176, p < 0.05). The results further indicate that religiosity is not a significant moderator (p > 0.05) in the link between RQ and loyalty (β = −0.112).Research limitations/implicationsThis study used only full-fledged Islamic banks in Tanzania. Therefore, future research could be undertaken by including conventional banks that have introduced an IB window.Practical implicationsTo build and maintain a loyal customer base, Islamic banks should take advantage of religiosity by providing a wide range of Sharia-based products and services that truly distinguish them from conventional banks. Accordingly, policymakers should establish an appropriate legal framework to enable Islamic banks to leverage religiosity to sharpen the impact of CS on loyalty and hence maintain loyalty in non-Islamic countries like Tanzania.Originality/valueThis study proposes and validates the theoretical model of loyalty in IB by showing the role of religiosity as a moderator in a non-Islamic country. This knowledge strengthens the overall understanding of loyalty in IB. To the best of the authors’ knowledge, this study is the first to examine the moderation effects of religiosity in the link between RQ and loyalty, and thus between SQ, CS, RQ and loyalty in a single study.

Decision Support System Against Customer Management Loyalty in Silvi Using SAW Method

Online financial institutions or currently often referred to as Finance Technology (Fintech) are one of the institutions that are developing in the digital and IoT era with official support from OJK. One of them is PT. Kreigan Sentral Teknologi which has the Silvi application for mobile or android users, the system currently running on the Silvi application still has several problems such as errors in calculating the number of customer transactions carried out by management which are still semi-computerized using Microsoft Excel where management spends considerable time time to calculate customer loyalty data. Therefore, to increase customer loyalty in the Silvi application, this research aims to make customers more comfortable and interested in making transactions using the Silvi application where for each customer transaction, the company will provide loyalty in the form of a Silvi balance reward supported by a design customer loyalty management decision support system using the method SAW (Simple Additive Weighting) to make it faster and more effective in calculating the number of customer transactions so that customers are more interested in making transactions. The results of this study are that the system is able to make decisions in determining customer loyalty carried out by company management in processing customer transaction calculations with a 90% success percentage in determining customer loyalty in the Silvi application.

What Determine Customer Loyalty at Tokopedia Website?

With the advent of online shopping in Indonesia, e-commerce has emerged as a transaction platform for purchasing goods and services for the community. The development of e-commerce trends has led to intense business competition in cyberspace. Website quality is one of the factors that can determine trust and generate online shop customer loyalty. In an increasingly competitive environment, e-retailers are required to build quality that affects customer trust. Customer loyalty presents a paradox. This study uses a causal design approach to examine the relationship between the independent variables and the dependent variable using Structural Equation Modeling (SEM) with the AMOS 24 application.

CUSTOMER PERCEPTION ON SERVICE QUALITY IN THE HOSPITALITY SECTOR WITH A FOCUS ON HOTELS IN ABEOKUTA, NIGERIA

The hotel industry is largely dependent on service quality and customer satisfaction for continuous and efficient growth. The main aim of this research is to determine how perceptions of service quality have influenced hotels' operations in determining customer loyalty and satisfaction. To this end, a sample of 148 customers was drawn from the hotel industry in Abeokuta in south-west Nigeria. The study used a 5-point Likert scale questionnaire that ranges strongly agree (5) to strongly disagree (1). Different tests such as demographic analysis, descriptive and reliability test were applied to achieve the objective. The variables employed are tangibility, reliability, responsiveness, confidentiality, communication, sociability/valence, and waiting time. The results clearly show that customers only have a low satisfaction level about the quality of hotel industry services, with an average score of 2.69. The study recommends that the managers and all hospitality service providers provide enough functional and technical quality, which most consumers consider before using such services repeatedly. This is because exclusive customer experiences increase customers' intention to promote firms through Word of Mouth (WOM). The study leverage first-hand data in the hospitality sector of Abeokuta.

Determinants of Customer Loyalty in a Cloud Computing Environment

This study's two objectives are first to assess the relationships between customer loyalty and potential determinants (customer satisfaction with the website, after sale customer service, and product return handling) in the special PaaS environment where users can produce a greater variety of website features compared to the more widely studied SaaS environment and second to test the impact of the website's customer decision support system as a potential moderator for the relationship between customer satisfaction with the website and customer loyalty. To test the hypotheses, 138 CC client organizations participated by collecting data from their website customers accessing their order entry website applications. The results confirmed the importance of the proposed relationships and enabled several important managerial insights, including the importance of client organization choosing the appropriate CC approach to improve customer loyalty to the website.

THE INFLUENCE OF SERVICE QUALITY AND CUSTOMERS’ VALUE ON CUSTOMERS’ SATISFACTION AND THE IMPACT ON CUSTOMERS’ LOYALTY AT GRAPARI TELKOMSEL TSM BANDUNG

This study aims to determine how much influence service quality and customers’ value have on customer satisfaction and to determine customer loyalty at GraPARI Telkomsel TSM Bandung. The research method used is descriptive and verification method, where data is collected through observation, interviews, and distributing questionnaires with a total sample of 97 respondents. The research testing instrument uses validity and reliability tests. The data analysis method used is path analysis, multiple correlation, and coefficient of determination. The results showed that there was a positive and significant influence between quality and customers’ value on customers’ satisfaction and increasing customers’ loyalty either simultaneously or partially. Based on the findings in the study that companies that provide the best service quality will make an assessment that the services provided provide satisfaction and customers will be loyal by themselves to the company. There is a difference between this study and previous research, namely that there are no previous researchers who specifically discussed marketing strategies through customer value at GraPARI Telkomsel customer service centers, especially at GraPARI Telkomsel TSM Bandung.

Peran Mediasi Kepercayaan pada Kausalitas Promosi dan Citra Merek dengan Loyalitas

Traditionally, promotion and the image of a business are believed to be the determinants of customer loyalty with trust acting as a mediator in the relationship that occurs. This article aims to determine the role of training participants' trust in the Course and Training Institute (LKP) on their loyalty to the institution as an influence of the promotion and image of the training institution that was built. With a survey approach, 300 participants in the Bali Gianyar LKP Overseas Training Center (OTC) training were chosen randomly as respondents. Structural equation model (SEM) was used to examine the model by showing the results of a positive and significant direct effect of promotion and image on the trust of the trainees with path coefficient values of 0.305 and 0.583, respectively. Variables that affect the loyalty of trainees, only the image that is proven to significantly affect loyalty with a path coefficient of 0.357, smaller than the effect of the training participants' trust of 0.495 which also proved significant. Through the mediation of the trust variable, the insignificant effect of promotion on trainee loyalty turned into a significant influence with a coefficient of 0.151.