Enhance Customer Loyalty Research Articles

Artificial Intelligence in Sales and Marketing: Enhancing Customer Satisfaction, Experience and Loyalty

Artificial Intelligence in Sales and Marketing: Enhancing Customer Satisfaction, Experience and Loyalty

Being Fair to Customers: A Strategy in Enhancing Customer Engagement and Loyalty in the Bangladeshi Mobile Telecommunication Industry

The mobile telecommunications sector in Bangladesh is extremely competitive, necessitating a sophisticated comprehension of the complex interplay among fairness, trust, engagement, and loyalty. This study examines the trends in this industry using a quantitative methodology and 150 participants. The study focuses on how consumer behaviour, loyalty, and the chance of switching service providers are affected by perceived fairness. It also explores representations of demographics, length of customer relationships, and differing opinions on cost, remuneration, and dispute resolution processes. The results underscore the tactical benefit of equitable treatment in shaping consumer behaviour, allegiance, and contentment. The study underscores the significance of suppliers customising their approaches to appeal to a wide range of demographic groups, addressing issues regarding equity, and enlisting happy customers as brand ambassadors. It also highlights the industry’s ongoing requirement for evaluation and flexible loyalty-building tactics in a market that is changing quickly. In the face of fierce competition, the study offers mobile service providers in Bangladesh useful information on how to cultivate long-lasting relationships with their customers. It is understood that there are restrictions on extrapolating results to other industries, that the sample procedure may induce biases, and that qualitative insights are necessary. Prospective investigations into certain fairness features, cross-industry comparisons, qualitative approaches, and longitudinal studies are some ideas for future research. When taken as a whole, these channels have the ability to further our comprehension of the dynamics of justice, trust, engagement, and loyalty while cultivating customised approaches for long-term client relationships in the mobile telecom industry.

The Role of Sustainability in Building Customer Loyalty and Satisfaction: Examining the Mediating Impact of Trust in the Banking Sector

In today’s world, where environmental concerns are on the rise, sustainability has become a critical issue for businesses to address. In the banking sector, the adoption of sustainable practices can not only help mitigate environmental impacts but also lead to improved customer loyalty. This study seeks to determine how sustainability affects customer satisfaction and loyalty in the banking industry while also examining the mediating effects of trust. The study utilised a quantitative research approach, where data was collected from 380 customers of various banks using Google form with an online survey. Structural Equation Modeling (SEM) was employed to analyse the data using Smart Pls 4. The SEM results indicated that sustainability significantly impacts customer loyalty and satisfaction in the banking sector. Furthermore, the findings demonstrated that the relationship between satisfaction and loyalty as well as between sustainability and customer loyalty is mediated by trust. Specifically, the results showed that trust fully mediates the connection between sustainability and consumer loyalty. The results of this research suggest that banks should prioritise incorporating sustainable practices into their operations as a way to enhance customer loyalty. The study also highlights the importance of building trust and satisfaction with customers as they play a crucial role in the success of sustainability initiatives. Overall, the study contributes to the existing literature on trust, customer loyalty, sustainability and satisfaction, in the banking industry, providing valuable insights for policymakers and bank managers.

Designing a Holistic Marketing Model in the Telecommunications Services Sector

Objective: This study aimed to design and explain a holistic marketing model in the telecommunications services sector. Methodology: The research is applied in nature and employs a mixed-methods approach (qualitative-quantitative). In the qualitative phase, 11 experts in marketing and senior managers of telecommunications companies were selected through purposive sampling and interviewed using semi-structured interviews. In the quantitative phase, a questionnaire with 29 items was distributed among 108 marketing and sales managers and staff of telecommunications companies in Tehran and Hamedan. The quantitative data were analyzed using SPSS and Smart-PLS software. Findings: The results revealed that the holistic marketing model in the telecommunications services sector consists of six main themes and twenty-nine sub-themes. This model helps telecommunications companies to enhance customer loyalty, improve market share, and elevate overall company performance by utilizing both traditional and modern marketing strategies. Conclusion: The study concludes that implementing a holistic marketing model can positively impact the performance of telecommunications companies. To successfully implement this model, companies should leverage modern marketing approaches such as experiential marketing, social media marketing, and collaborative marketing.

Design and Explanation of an Electronic Customer Relationship Management (E-CRM) Model to Enhance Customer Loyalty in Private Banks of Iran

Objective: The objective of this study is to design and explain a model of electronic customer relationship management (E-CRM) aimed at increasing customer loyalty in private banks in Iran. Methodology: This applied research employed a descriptive-survey method, incorporating both qualitative and quantitative approaches. A Delphi panel consisting of 35 experts from private banks contributed to identifying key E-CRM variables. In the quantitative phase, a sample of 384 bank managers and senior experts participated through a questionnaire. Structural equation modeling and PLS software were used for data analysis, ensuring a robust model fit and validation through reliability tests like Cronbach's alpha. Findings: The study identified critical influencing factors for E-CRM, categorized into human, technological, and organizational components. The model showed significant positive impacts on customer satisfaction and loyalty, with technological factors like IT management being the strongest predictors. Customer interaction, value creation, and organizational readiness for change also demonstrated notable influences. The findings support the integration of technological advancements and customer-centric approaches in private banking. Conclusion: The developed E-CRM model effectively enhances customer satisfaction and loyalty in the private banking sector. By focusing on human, technological, and organizational factors, private banks can improve long-term relationships with their customers, fostering increased loyalty. These insights highlight the need for continued investment in customer relationship technologies and staff training for optimal E-CRM performance.

Faktor-faktor yang Mempengaruhi Kepuasan Pelanggan

This study aims to analyze the influence of product quality, price, and service quality on customer satisfaction at PT Kanefusa Indonesia. The population of this research consists of PT Kanefusa Indonesia's customers, with a sample size of 75 individuals. The data analysis method used is Multiple Linear Regression. The results of the study indicate that the simultaneous hypothesis test shows that the variables of product quality, price, and service quality significantly affect customer satisfaction. Additionally, the partial hypothesis test demonstrates that each variable, namely product, price, and service quality, significantly influences customer satisfaction. This research provides valuable insights for PT Kanefusa Indonesia in understanding the factors that affect customer satisfaction. By paying attention to and improving product quality, offering competitive prices, and providing excellent service quality, PT Kanefusa Indonesia can better meet customer expectations and strengthen long-term relationships with customers. The findings of this study can also serve as a basis for designing more effective marketing and management strategies to enhance customer loyalty and achieve a competitive advantage in their industry.

Developing New Marketing Strategy to Enhance Customer Loyalty at the Boarding House in Palembang City, South Sumatra

The hospitality business is one of the world’s largest and fastest-growing industries, with many sub-sectors, such as hotels, restaurants, and resorts. However, some boarding houses in Palembang City, South Sumatra, are experiencing a shortage of monthly room occupants, particularly between August and December 2022. The objective of this study is to investigate whether it is brand image, customer satisfaction, or customer relationship management (CRM) that influences customer satisfaction and customer loyalty towards boarding house residents in Palembang City, South Sumatra, to control and increase the monthly room occupants, especially from August until December 2022. Hopefully, this issue will never happen again. The study uses quantitative methodology research to utilize a structural equation modeling approach using Partial Least Square. The study included 128 respondents undertaking activities in Palembang, South Sumatra, and staying in a boarding house. According to the findings of this study, brand image has a negative association with customer satisfaction, but service quality and customer relationship management (CRM) have a positive association with customer satisfaction. Furthermore, it was shown that customer satisfaction has a favorable association with customer loyalty. Consequently, if they wish to encourage customer satisfaction and customer loyalty to the boarding house, they must improve service quality and customer relationship management (CRM).

Enhancing Customer Loyalty in the Cosmetic Industry: The Role of Store Location and Service Quality

In the midst of intense competition in the cosmetics industry, customer loyalty is an important key in maintaining the sustainability and existence of a company. This study aims to analyze the influence of store location and service quality on customer loyalty with customer satisfaction as a mediation variable. The investigation aims to understand the relationship between variables, the nature of mediation, and become a cornerstone in formulating practical implications for the cosmetic retail industry. The population in this study is all customers of the cosmetic industry in Badung Regency. The study obtained 150 valid samples. The data collection method is a survey method using questionnaires which was carried out offline and online through a link. The analysis technique used is an inferential analysis technique with Partial Least Square (PLS) to analyze relationships among latent constructs by modeling both the measurement and structural components of a theoretical model. The results showed that there is a significant relationship between store location and service quality to customer loyalty both directly and indirectly through customer satisfaction and this is a partial mediation, suggesting that there are other factors not included in the research model that could explain the relationship between store location and loyalty, as well as service quality and loyalty. The suggestion proposed to increase customer loyalty in cosmetic retail is to pay attention to the availability of parking lots, location convenience, and ease of accessing store locations. In addition, the quality of service can be improved through supporting facilities and infrastructure, the ability of marketers to welcome customers and provide a good value and experience to customers that can be done through trained employees.

CRAVING LOYALTY: EXAMINING THE INFLUENCE OF LOYALTY PROGRAMS ON CUSTOMER RETENTION IN SOUTH AFRICA’S FAST-FOOD LANDSCAPE

This study investigates the dynamics of customer loyalty within South African fast-food restaurants, focusing on the influence of loyalty programs on customer retention. The background highlights the rapid growth of the South African fast-food industry and the need for a nuanced understanding of customer behavior in this context. Employing a quantitative methods approach employed a cross-sectional design; the methodology includes a comprehensive situational analysis and addresses three research questions: customer motivations for loyalty program participation, factors beyond loyalty programs affecting retention, and the impact of existing loyalty programs on retention. Findings reveal that emotional connections, trustworthiness, and perceived value are key motivators for program participation. Beyond loyalty initiatives, service quality, menu variety, and overall customer experience significantly impact retention. Loyalty program metrics, including participation rates and reward perceived value, play a crucial role in customer loyalty. The study concludes that businesses should tailor loyalty programs to local preferences, adopt a holistic approach to customer retention, and optimize program metrics. The practical implications emphasize the need for clear communication and cultural sensitivity. This research contributes to the academic literature by addressing gaps specific to the South African context and provides actionable insights for businesses aiming to enhance customer loyalty in this dynamic and competitive market.<p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/soc/0013/a.php" alt="Hit counter" /></p>

MEASURING THE IMPACT OF THE CUSTOMER-BASED BRAND EQUITY (CBBE) DIMENSION ON BRAND LOYALTY: A STUDY ON SELECTED SMARTPHONES IN BANGLADESH

One of the most vital issues in brand building is Customer-based brand equity. Any brand can measure its brand equity grounded on some proportions like salience, performance, imagination, judgment, feelings, and resonance. This study aims to measure the effect of the customer-based brand equity dimension on brand loyalty and investigate the effects of those dimensions on their purchasing intentions. Both online and offline surveys were conducted through a self-structured questionnaire that was distributed randomly and conveniently among young consumers in Bangladesh, and data were collected from 220 respondents, whereas 200 completed final questionnaires were considered for the final study. All of the needed reliability and validity have been tested. Structured Equation Modeling (SEM) has been applied to examine the proposed hypothesis of the study with the help of SPSS (version 21). The results of this study show that, in the case of a few selected Smartphone categories, the salience, judgment, and feelings dimensions of customer-based brand equity have direct positive influences on enhancing customer loyalty, while performance and imagination have a negative impact. The study's findings will aid Smartphone marketers in developing effective marketing strategies to capitalize on market opportunities. This study was limited in sample size and geographically focused. End

Online Apparel Purchase and Responsible Consumption Among Malaysians

Customer loyalty is a critical factor for the long-term success of all businesses, especially in the Malaysian apparel industry and its growth where the competition is intense. This study addresses the growing demand for improved fashion trends and brand recognition among consumers in Malaysia, which has intensified competition in the apparel sector. The primary objective of this research is to investigate the impact of online brand image, country of origin and online customer loyalty on apparel shoppers’ loyalty. To achieve this, research framework is designed to present an in-depth understanding of identified variables towards customer loyalty. In this study, a comprehensive survey using online questionnaire for data gathering was used and 147 valid responses were obtained from Malaysian online shoppers of apparels. Data were analysed by employing multiple regression analysis. The results demonstrate that both online brand image and country of origin exert a positive influence on customer satisfaction, thereby contributing to enhanced customer loyalty within the clothing and footwear industry in Malaysia. Additionally, this research emphasizes the importance of ethical purchasing decisions when shopping online, as these decisions encourage responsible consumption and reduce environmental impact.

Customer Satisfaction and Customer Loyatly: The Mediating Role of Trust (A Study of Banking Industries in Makassar)

The aim of this paper is to validate the mediating role of trust on the relationship among customer satisfaction, and customer loyalty. Data for this study were collected through a survey from 216 bank customers in Makassar and responses were analyzed to assess the relationships between customer satisfaction, trust, and customer loyalty. The finding reveals that in the banking industry, customer satisfaction, and trust have a direct and positive effect on customer loyalty. Furthermore, trust has strong significantly effect to mediate among customer satisfaction and loyalty. It implies that, in order to enhance customer loyalty, banking industry should provide a good service for customer and also pay attention to the customer satisfaction and trust. Eventually, this study made an important contribution to the existing literature by empirically examining the relationship customer satisfaction, trust, and customer loyalty.

The Cost of Goods Sold Calculation for Pork Cutting Industry Products in the Darmasaba Village, Abiansemal, Badung

Darmasaba Village in the Abiansemal District, Badung Regency is renowned for its pork-cutting industry, which processes pork into various types of products, ranging from selling raw pork to processed products such as sausages, crackers, red meat, and others. The pricing strategy employed by this pork-cutting industry group, in determining the selling price to consumers, is not yet based on the components that constitute the product; they rely solely on estimation. Therefore, to enhance customer loyalty, it is essential to provide satisfactory service quality through pricing that aligns with product quality, and competitive pricing. To address this situation, the outreach team has undertaken the task of assisting in the formulation of the cost of goods sold for products.

The impact of electronic customer relationship management strategies on customer loyalty: A mediated model

This study investigated the impact of electronic customer relationship management (e-CRM) strategies (functional and personal dimensions) on customer loyalty in the Jordanian telecommunication sector. The mediating role of perceived customer relationship quality (cognitive and an emotional dimensions) was tested in this relationship. Data was collected via online survey from 301 Jordanian online shoppers and analysed using structural equation modelling (AMOS). The results showed a significant and positive impact of the functional dimension on customer loyalty, while the personal dimension negatively affected it. However, the functional and personal dimensions had a positive effect of on perceived customer relationship (CR) quality, as it positively affected customer loyalty. Hence, CR quality is indirectly impacted the relationship between the functional dimension and customer loyalty; in other words, CR quality mediated the relationship between the personal dimension and customer loyalty. The study’s findings enhance the current understanding of the relationship between e-CRM strategies and customer loyalty in a context specific bounded to Jordan. In addition, it provides evidence of the mediating role of CR quality in the Jordanian telecommunication sector. This research suggests practical strategies for the Jordanian telecommunication industry to enhance customer loyalty.

Enhancing Customer Loyalty among Small-Scale Indonesian Food Enterprises in Surabaya through Service Quality, Marketing Mix, and Customer Satisfaction

This study aims to enhance customer loyalty among small-scale Indonesian food enterprises (SIFE) in Surabaya by examining the factors of service quality, marketing mix, and customer satisfaction. The research involved a total of 460 respondents affiliated with 50 small-scale Indonesian food enterprises in Surabaya. The respondents were required to be at least 17 years old, and the enterprises were expected to specialize in selling Indonesian food within the price range of IDR 8000 to IDR 25,000. The data was analyzed using two methods: factor analysis and structural equation modeling employing GeSCA. The findings indicate that both service quality and marketing mix exert significant influence on customer satisfaction. Furthermore, service quality directly and significantly impacts customer loyalty, whereas the direct influence of marketing mix on customer loyalty is not statistically significant. Notably, customer satisfaction significantly affects customer loyalty, acting as a mediator that links the variables of service quality, marketing mix, and customer loyalty within SIFE.

Personalizing the user experience in Salesforce using AI technologies

Artificial intelligence (AI) technology has transformed the interactive marketing experience of clients. Despite a large number of studies investigating the use of AI in interactive marketing, customization as a significant concept remains unexplored in marketing using AI research and practice. authors investigate appropriate research as well as insights on Salesforce interactive advertising. The authors highlight practice challenges at various points of the customer experience and give critical managerial advice as a solution to such problems. Personalization may help your business in a variety of ways. For starters, it may enhance customer loyalty and engagement by making consumers feel appreciated and understood. Second, it may aid your company's revenue growth by encouraging clients to make more purchases based on personalized suggestions. Third, it can boost retention rates of clients by increasing trust and decreasing the possibility that consumers would migrate to a rival. Fourth, it may enhance overall consumer satisfaction through rendering it more easy, efficient, and pleasurable. Your company is well-positioned to provide uniquely customised experience to customers at scale by embracing AI-powered customization technology. AI can aid in the discovery of important consumer data, the generation of forecasts about consumer habits and preferences, and the optimization of content and product suggestions. One can guarantee that AI-driven personalisation is successful and satisfies your customers' expectations by doing so.

Attention-based deep learning model to improving multi-criteria decision-making for customer loyalty

Understanding the factors that influence product loyalty is crucial for businesses to effectively attract and retain customers. This study suggests a novel approach to assess the importance and weight of criteria that lead to product loyalty by considering the Halo effect in customer decision-making. The suggested method utilizes an attention-based deep learning model to analyze customer feedback collected through the Net Promoter Score (NPS) scale, incorporating the insights of a large number of customers. The proposed method overcomes the limitations of traditional methods that rely on expert judgments or data mining, providing a more comprehensive and customer-centric perspective. By considering the Halo effect, which can lead to biased perceptions of product features, the method offers a more accurate assessment of criteria weights and their impact on product loyalty. A case study focusing on mobile phone selection and loyalty is conducted to explain the applicability and efficiency of the suggested method. The outcomes are compared with the NPS index and several common multi-criteria decision-making (MCDM) techniques. The findings highlight the superiority of the suggested method in capturing the complex relationships between criteria and product loyalty, surpassing the limitations of expert-based approaches and outperforming traditional MCDM methods. The suggested technique provides valuable insights for companies seeking to enhance customer loyalty and optimize product development strategies. However, it is important to acknowledge limitations related to the reliance on customer feedback and the contextual specificity of the results.

Customer Loyalty is Affected by Service Quality, Product Quality, and Sales Promotion on Publishing Pareto Customers Erlangga Pekanbaru

Customer loyalty is an essential factor in business success. In the publishing industry, such as Pareto Publisher Erlangga, creating customer loyalty is crucial for maintaining a competitive market share. Therefore, this research aims to analyze the relationship between service quality, product quality, sales promotion, and customer loyalty among Publisher Erlangga's Pareto customers in Pekanbaru. This study adopts a quantitative approach by collecting data from 92 respondents who are customers of Pareto Publisher Erlangga in Pekanbaru. The research instrument used is a questionnaire consisting of questions about customer perceptions of service quality, product quality, sales promotion, and loyalty to Erlangga Publisher. The results of data analysis using the multiple linear regression method indicate that service quality, product quality, and sales promotion have a significant positive influence on customer loyalty. This means that the higher the customers' perception of service quality, product quality, and sales promotion, the higher their level of loyalty to Erlangga Publisher. These findings have important implications for Pareto Publisher Erlangga in Pekanbaru to enhance customer loyalty. They should focus on improving service quality, such as responsiveness to customer inquiries, speed of service, and ease of communication. Additionally, they should ensure that the products they offer are of high quality and meet customer expectations. Moreover, effective sales promotion strategies should also be implemented to build awareness and interest among customers. Pareto Publisher Erlangga in Pekanbaru can develop more effective strategies to maintain and increase their market share. This research can serve as a reference for the publishing industry and other businesses in understanding the importance of service quality, product quality, and sales promotion in fostering customer loyalty.

Analisis Strategi Customer Relationship Management untuk Meningkatkan Loyalitas Pelanggan dalam Pembelian Suku Cadang Pada PT Trakindo Utama Cabang BSD

The intense competition within the industrial sector drives companies to be more proactive in creating innovations and continuously designing strategies to maintain their position in the market. This action is also implemented by one of the heavy equipment companies in Indonesia, namely PT Trakindo Utama. The company must have an effective customer relationship management strategy to enhance customer loyalty, thereby improving relationships with customers and retaining existing ones. This research aims to determine whether the implementation of customer relationship management strategies effectively enhances customer relationships, retains customers, and increases loyalty. The methodology used in this research employs a qualitative approach, involving data collection techniques such as observation, interviews with employees from the Sales division and the Parts Counter sub-division of PT Trakindo Utama's BSD Branch, who have direct and intensive communication with customers, as well as documentation. Therefore, the data obtained are accurate based on sources within the company related to the research. Through observations and interviews, it can be seen that the customer relationship management strategies implemented by the company have been effective in improving and maintaining customer relationships and increasing customer loyalty by offering loyalty programs, such as excellent and solution-oriented services, providing incentives, annual contracts, membership rewards, and conducting evaluations based on customer assessments.

Unlocking sustainable e-commerce growth: The role of owned channels

As consumers increasingly shift their purchasing habits online, brands are faced with the challenge of tapping into sustainable growth opportunities, while standing out in an increasingly crowded environment. Third-party platforms have been integral to e-commerce success, but as we head towards a cookie-free future, harnessing owned channels is going to become a retail essential. Brands will need to work smarter to reach customers new and old, keep buyers loyal, and shine a spotlight on everything that makes them unique. The paper discusses how owned channels give retailers control over customer interactions, brand experiences and data collection, empowering companies to build lasting relationships with their customers and establish a strong foundation for sustainable, long-term growth. The paper will also demonstrate how businesses can leverage owned channels to unlock new revenue streams, enhance customer loyalty and attain a competitive edge. The paper delves into the crucial role owned channels can play in driving sustainable e-commerce growth, explores the benefits they offer and the hurdles they can help brands overcome, as well as the strategies brands can employ to maximise their potential. Want to address the issue of abandoned digital shopping baskets? Interested in learning about the value of personalisation? Curious about the underutilised power of SMS? Read on. This paper will help businesses understand the importance of their owned channels in order to make informed decisions to optimise their digital presence, nurture customer relationships and achieve success in the short and long term.