Factors Affecting Customer Loyalty Research Articles

Analysis of Factors Affecting Customer Loyalty to Starbucks

Analysis of Factors Affecting Customer Loyalty to Starbucks

Factors Affecting Customer Loyalty: An Empirical Evidence from the Toll Road Industry in Indonesia

Toll road rest areas are one of the main pillars of the toll road industry, and higher interest in buying at toll road rest areas is one of the keys to their financial success. The research aimed to identify and analyze the relationship between revisit intention and customer loyalty, as well as perceived price fairness, perceived satisfaction, and service quality. These variables were believed to be the main drivers for toll road users to make purchases at toll road rest areas. A statistical analysis approach was used with the Partial Least Square-Structural Equation Modelling (PLS-SEM) method for 573 respondents. They were consumers of the Trans Java toll road rest area. The survey was conducted directly on customers of the Trans Java toll road rest area at 15 locations. The results show that perceived price justice and satisfaction positively and significantly impact revisit intention. Then, revisit intention has a positive and significant impact on customer loyalty. Service quality has a positive and significant impact on perceived satisfaction and customer loyalty. The findings show that service quality, which is most strongly influenced by assurance, responsiveness, and empathy, is the main factor influencing customer loyalty. Based on the research results, the practical application is how managers can improve service quality, perceived price justice, and perceived satisfaction for price-sensitive consumers, who also tend to be sensitive to the service quality they get.

Faktor-Faktor Yang Mempengaruhi Loyalitas Pelanggan Di Kopi Kenangan Bahu Kota Manado

This research aims to analyze the factors influencing customer loyalty at Kopi Kenangan Bahu Kota Manado. The study was conducted from May to June 2023, and respondent selection was done randomly. Both primary and secondary data were utilized in the research. Primary data were collected through interviews based on questionnaires from 58 consumers at Kopi Kenangan Bahu Kota Manado. Secondary data were obtained from Kopi Kenangan Bahu and through relevant journal articles and theses related to the research topic, which is Factors Affecting Customer Loyalty. The research findings indicate that the quality of products and services at Kopi Kenangan Bahu does not significantly affect customer loyalty. On the other hand, promotions through social media, such as discount offers and loyalty programs, play a significant role in building and maintaining customer loyalty. The analysis results reveal that promotions have the highest coefficient value, indicating that this promotional strategy is a key factor that Kopi Kenangan Bahu should pay attention to in order to maintain a positive relationship with customers.

Service quality and supply chain value on customer loyalty: The role of customer relationship management

Intense business competition urges companies to continually enhance their marketing strategies to retain and attract customers. Therefore, a profound understanding of factors influencing customer loyalty becomes crucial. Service quality, customer satisfaction, and supply chain value are considered key factors affecting customer loyalty. However, the relationships between these variables and the role of Customer Relationship Management (CRM) as a mediator need further investigation, especially in the context of Indonesian companies. Hence, this research aims to contribute a deeper understanding of the interconnection between service quality, customer satisfaction, supply chain value, and customer loyalty, as well as to explore the role of CRM as an essential link in this dynamic. The research methodology employed is quantitative, utilizing a Likert scale questionnaire distributed online to managers and employees in the automotive sector listed on the Indonesia Stock Exchange (IDX). Out of 400 distributed questionnaires, 261 were successfully collected, with 14 incomplete responses, resulting in a final sample size of 247. Data collection took place from June to August 2023. In data analysis, the study applied the Structural Equation Modeling (SEM) approach using the SmartPLS analysis tool. The research findings indicate that service quality significantly influences CRM, while it does not have a direct significant impact on customer loyalty. Customer satisfaction significantly affects both CRM and customer loyalty. Supply chain value significantly influences CRM but does not have a direct impact on customer loyalty. Customer Relationship Management proves to mediate the relationships between service quality and customer loyalty, customer satisfaction and customer loyalty, as well as supply chain value and customer loyalty.

모바일 쇼핑 앱의 고객 충성도에 영향을 미치는 요인에 관한 연구

Purpose - This study focused on exploring factors that affect the customer loyalty of mobile shopping apps by targeting Jingdong, one of China’s comprehensive mobile shopping companies
 Design/Methodology/Approach - In this study, a model was established to explore the customer loyalty of mobile shopping apps based on previous studies on factors affecting the customer loyalty of mobile shopping apps. This paper conducted an empirical analysis on factors influencing the customer loyalty of mobile shopping apps using customer satisfaction as a parameter.
 Findings - Factors such as interaction, safety, app design, and the customer satisfaction of mobile shopping apps were found to be important factors affecting customer loyalty. All four factors of interaction, safety, app design, and the customer satisfaction of mobile shopping apps have a significant impact on customer loyalty.
 Research Implications - In this study, several practical implications were raised to increase the customer loyalty of mobile shopping apps based on the derived analysis results. First, different mobile shopping apps should be designed for each cell phone model. Second, customer loyalty should be cultivated sequentially by improving service quality. Third, the service system of online shopping should be completed by strengthening the auxiliary facilities of mobile shopping apps. Fourth, it is necessary to reduce user detection risk by strengthening the interaction of mobile shopping apps.

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.

Pengaruh Komunikasi Pemasaran, Inovasi Produk, dan Citra Perusahaan terhadap Loyalitas Pelanggan Dua Coffee

This research aims to analyze the factors influencing customer loyalty at Dua Coffee Cipete, focusing on marketing communication, product innovation, and corporate image. The research methodology employs a survey approach, collecting data through the distribution of questionnaires to Dua Coffee Cipete customers. Probability sampling is utilized, with the technique of simple random sampling to select 96 respondents based on the formula recommended by Wiliam. Data analysis is conducted using hypothesis testing to identify the influence of independent variables on the dependent variable, namely customer loyalty. Hypothesis testing is performed partially to evaluate the contribution of each independent variable to customer loyalty, with significant effects assessed through a comparison of the t-value with a significance level of α = 0.05. The findings of this research are expected to contribute to the understanding of factors affecting customer loyalty in the coffee industry, particularly at Dua Coffee Cipete. The analysis results indicate that marketing communication has a positive and significant impact on customer loyalty, while product innovation has a negative yet insignificant influence on customer loyalty. Meanwhile, the corporate image has a positive and significant effect on Dua Coffee customer loyalty. Based on these conclusions, it is recommended that the management of Dua Coffee Cipete maintain and enhance effective marketing communication strategies while paying attention to product innovation aspects that can increase customer satisfaction. This research provides a foundation for strategic decision-making to strengthen Dua Coffee Cipete's position in the coffee market by improving customer loyalty.

Influential Factors Affecting Customer Loyalty among BTPN Jenius Mobile Banking User’s Factors

Study This aim For now influence Trust Customer, Perception Convenience Use and Perception Security to Loyalty Customers of BTPN Jenius mobile banking users. Research design carried out that is study quantitative with method associative. Population study this is BTPN Jenius mobile banking users, meanwhile technique sample use purposive sampling sample with amount respondents as many as 100 people. Analytical tools used namely SPSS version 26. Results from study This show that Trust Customer, Perception Convenience Use and Perception Security influential positive and significant to Loyalty Jenius BTPN mobile banking customers.

Factors Affecting Customer Loyalty Through Satisfaction at UD. Sumber Makmur Banyuajuh Village, Kamal District

This research was conducted with the aim of understanding the effect of price, location, product and service quality on customer loyalty through satisfaction as an intervening variable at UD. Prosperous Source. The type of research used in this research is descriptive quantitative with nonprobability sampling and convenience sampling approaches. The sample used was 30 respondents as customers at the tofu factory. Data analysis techniques in this study used validity, reliability, classic assumption tests which consisted of normality tests, multicollinearity tests, and heteroscedasticity tests. multiple linear regression analysis test, coefficient of determination test, t test and F test. In analyzing the results of this study using the SPSS version 2023 application. The results of the research show that product and service quality has no effect on satisfaction; price, the effect of location on satisfaction; price, location, quality of products and services affect customer loyalty; satisfaction affects customer loyalty; price, location, product and service quality simultaneously affect customer loyalty through satisfaction.

Analysis of Factors Affecting Customer Loyalty at Putra Jaya Manna Furniture Shop, South Bengkulu

The objectives to be achieved in this study are: 1. To determine the effect of product quality on customer loyalty at the Putra Jaya Manna Furniture Store, South Bengkulu. 2. To determine the effect of service quality on customer loyalty at the Putra Jaya Manna Furniture Store, South Bengkulu. 3. To determine the effect of price on customer loyalty at the Putra Jaya Manna Furniture Store, South Bengkulu. This type of research is a quantitative descriptive research. The sample in this study were 65 respondents. The method used in collecting data for this research is a questionnaire and documentation. The method of data analysis in this study is the Multiple Linear Regression Research Instrument Test the Coefficient of Determination of the Hypothesis. Berdasarkan hasil penelitian ini artinya Terdapat pengaruh kualitas produk (X1) terhadap loyalitas pelanggan (Y) Toko Mebel Putra Jaya dengan nilai tsig < α (0,001<0,05) dan nilai thitung > ttabel (2,571> 1,66864) demikian Ho di tolak dan Ha diterima. Dari nilai signifikansi yang didapat bahwasanya variabel X1 berpengaruh terhadap loyalitas pelanggan (Y). Terdapat pengaruh kualitas layanan (X2) terhadap loyalitas pelanggan (Y) Toko Mebel Putra Jaya dengan nilai tsig < α (0,004<0,05) dan nilai thitung > ttabel (2,571>1,66864) dengan demikian Ho di tolak dan Ha diterima. Dari nilai signifikansi yang didapat bahwasanya variabel X2 berpengaruh terhadap loyalitas pelanggan (Y). Terdapat pengaruh harga (X3) terhadap loyalitas pelanggan (Y) Toko Mebel Putra Jaya dengan nilai tsig < α (0,003<0,05) dan nilai thitung > ttabel (2,571>1,66864) dengan demikian Ho di tolak dan Ha diterima. Dari nilai signifikansi yang didapat bahwasanya variabel X3 berpengaruh terhadap loyalitas pelanggan (Y). Nilai Fsig < α 0,05 dan Fhitung > F tabel (16,373>2,75) sehingga dapat bermakna bahwa secara bersama variabel indepenen berpengaruh terhadap variabel dependen.

Exploring the effects of service quality on customer loyalty: An empirical study of Vinaphone

This study was conducted to determine the service quality factors affecting customer loyalty to Vinaphone mobile services in Vietnam. Based on the survey results of 250 customers who have participated in using Vinaphone's mobile services, the collected data is processed by the SPSS 25.0 software, including descriptive statistics, and the reliability test of the scale measured by Cronbach's Alpha method, exploratory factor analysis (EFA), analysis of multiple linear regression models. The results after analyzing the data identified five factors of service quality that affect customer loyalty in descending order: call quality, convenience, value-added services, customer support services, and reliability. Based on the research results, five management implications have been proposed to help Vinaphone’s network improve customer loyalty through improving service quality

Justice and trustworthiness factors affecting customer loyalty with mediating role of satisfaction with complaint handling: Zalo OTT Vietnamese customer case

Justice and trustworthiness factors affecting customer loyalty with mediating role of satisfaction with complaint handling: Zalo OTT Vietnamese customer case

The Influence of Recommendation System Quality on E-commerce Customer Loyalty with Cognition Affective Behavior Theory

The high number of internet users and the growth of e-commerce make it important for companies or businesses that provide e-commerce services to know the quality of their services to increase customer trust and loyalty. In addition, with the proliferation of e-commerce, there is more information related to available products, sometimes it also causes problems that users feel confused and frustrated to sort out information and make purchase decisions. In some e-commerce, there is already a recommendation system that makes it easier for users to make their choice. This study aims to find out what factors affect customer loyalty to Shopee e-commerce as well as test how much influence the quality of Shopee's e-commerce recommendation system have on customer loyalty with user trust as mediation variables. This research uses a quantitative approach using cognition affective behavior theory. Data collection in this study was carried out by distributing questionnaires through Google forms with purposive sampling techniques. A total of 356 respondents have participated in the study. The obtained data were analyzed with partial least squares – structural equation model (PLS-SEM). From the results of the analysis, seven hypotheses exist. All independent variables affect dependent variables. It was found that recommendation quality (RQ) can affect directly on the LO or indirectly through the trust mediation variable (TR).

Exploring the Effects of Aesthetic Perception, Perceived Ease of Use and Perceived Playfulness on Customer Loyalty-The Case of Shopee

<p>顧客忠誠度可以有效增加網站用戶數量與金流，擴大市場佔有率。但關於網路購物平台過往研究對影響顧客忠誠度之因素鮮少討論消費者對於頁面美學設計感受，因此本研究欲進一步探討美學知覺與顧客忠誠度之關係。此外，為了因應現代消費者之特性，知覺易用性與知覺趣味性即為網路購物平台成功之重要因素，因此本研究將兩者定位為中介變數。而顧客關係管理的運用可能干擾消費者的知覺易用性與忠誠程度，因此本研究將顧客關係管理視為干擾變數。</p> <p>本研究透過網路問卷，針對一年內曾經於蝦皮購物購買過商品之消費者進行調查，共收集312位消費者作為研究樣本。實證結果顯示美學知覺是會透過知覺易用性與知覺趣味性正向影響顧客忠誠度和顧客關係管理會正向干擾知覺易用性與顧客忠誠度。此研究結果以提供網路購物平台業者做為重要理論與管理意涵。</p> <p> </p><p>The core benefits of online shopping platforms are traffic and conversion. Customer loyalty can effectively increase the number of website users and cash flow, and expand market share. However, previous studies on online shopping platforms seldom discussed the factors affecting customer loyalty of consumers’ perceptions of page aesthetic design. Therefore, this study intends to further explore the relationship between aesthetic perception and customer loyalty. In addition, in order to adapt to the characteristics of modern consumers, perceived ease of use and perceived interest are important factors for the success of online shopping platforms, so this study positions them as mediating variables. The use of customer relationship management may interfere with consumers’ perceived ease of use and loyalty, so this study considers customer relationship management as a disturbing variable.</p> <p>In this study, questionnaires were distributed on the Internet through the questionnaire survey method, and the survey was conducted on consumers who had purchased goods from Shopee within one year, and a total of 300 consumers were collected as research samples. The empirical results show that under the influence of aesthetic perception on customer loyalty, it is found that aesthetic perception will positively affect customer loyalty and customer relationship management through perceived ease of use and perceived fun, and customer relationship management will positively interfere with perceived ease of use and customer loyalty. The results of this research take providing online shopping platform operators as an important theoretical and management implication.</p> <p> </p>

Factors Affecting Customer Loyalty Moderated by Switching Cost on the Customer Satisfaction of Digital Streaming Services

Factors Affecting Customer Loyalty Moderated by Switching Cost on the Customer Satisfaction of Digital Streaming Services

Nhân tố ảnh hưởng đến lòng trung thành của khách hàng mua sắm tại cửa hàng thời trang trực tuyến

Nowadays, the trend of online shopping is common in all industries, especially fashion products. Customer loyalty is always an element that every business wants to build and maintain. Especially in the fashion market where products are constantly being innovated, loyal customers make it easier for businesses to grow. The study was conducted to identify and measure the factors affecting customer loyalty to online fashion stores in the form of providing products directly from businesses to customers (D2C), thereby suggesting implications to improve customer loyalty. Using the method of exploratory factors analysis, and multivariate regression, from 205 valid questionnaires, the results show that there are 6 factors Ease of use, Personalization, Responsiveness, Product Quality, Product Improvement, and Website Design have an impact on Customer Satisfaction. Three factors in order including Satisfaction, Trust, and Switching costs have a direct impact on customer loyalty.

The Influence of Online Shopping Platform on Customer Satisfaction and Trust toward Customer Loyalty: A Case Study of JD E-commerce Platform in China

Purpose – this study aims to investigate the relationship between service quality and customer satisfaction, customer satisfaction and customer trust, and customer satisfaction, customer trust, and customer loyalty. Design/Methodology/Approach – this study uses secondary data analysis and previous archive research methods to explore the factors affecting customer loyalty. This study uses three frameworks from previous studies to create a new conceptual framework. Findings – this study identifies the factors that influence customer loyalty on the JD e-commerce platform. This study investigates the connections between service quality and customer satisfaction, customer satisfaction and customer trust, and customer satisfaction and customer loyalty. Additionally, customer trust influences customer loyalty. Research Limitations/Implications – there are certain limitations in investigating the influencing factors of JD e-commerce platform customer loyalty. Previous research has been used for other specific purposes, rather than specifically for the JD e-commerce platform. In addition, due to the pandemic of COVID-19 in China, China's national policies and local regulations have affected the operation of e-commerce platforms and consumer habits to a certain extent, making consumer behavior different. Therefore, there are few studies on this aspect. Originality/value - this study is about the important influencing variables that affect customer loyalty on the JD E-commerce platform.

Factors affecting customer loyalty in live-streaming shopping via facebook

The study explores the attractiveness of customers' positive emotions in the relationship between utilitarian value, hedonic value. Especially in this study, examining the relationship between customer trust variable and loyalty variable in the context of livestream via facebook that previous studies have not been verified. The study used structural equation modeling method based on partial least squares analysis technique to process and analyze 300 valid observations and confirm the proposed research hypotheses. The research results show that all variables proposed in the study are supported by the data, specifically the positive emotion variable; utilitarian value variable; hedonic value variable; trust variable; loyalty variable. Finally, the findings of this study emphasize that the variables mentioned in this study have a strong direct and indirect influence to enhance customer loyalty when shopping livestream via facebook. Simultaneously with this research result, the author of the article hopes to provide important and useful information as a reference for operators and researchers about online shopping platforms, especially related to livestream shopping activities via facebook of customers.

Path analysis to identify factors influencing customer loyalty of Green Hotel and Resort in Thailand

The objective of this study is to analyze the direct effects of customers loyalty, and the factors affecting customer loyalty to green hotels and resorts in Thailand. Indeed, the Green Hotel and Resort in Thailand is facing challenges in customer loyalty and customer satisfaction. This study is based on stratified sampling and the questionnaire was filled by the customers of the hotel, and the sample size for this research was 500. This study concludes that there is a significant role of corporate image, perceived value, customer expectation, and customer loyalty in customer satisfaction. Furthermore, this study highlights that to improve the customer satisfaction for the Green Hotel and Resort, it is important to consider the role of these influencing factors to increase customer satisfaction by providing them with values. Also, this study has the managerial implication that is necessary and based on finding to enhance customer satisfaction for better performance.

Factors Affecting Customer Loyalty in The Dive Tourism Industry in Indonesia

Abstract
 Diving Industry in Indonesia has huge potential needs to be managed properly in order to carrying out the concept of green tourism, but it has not been supported by the optimal performance of dive centers. That is marked by the low level of loyalty of diving tourism consumers.
 The purpose of this research is to analyze the effect of Green Marketing and Service Quality to Customer Satisfaction and Customer Loyalty of Diving Tourism Customer.
 Research Method used in this research is descriptive analysis with research design used is explanatory design. The research object is 12 (twelve) dive centers is spread on Three provinces in Indonesia. Analysis unit are experience and certified divers with total 200 respondents. Each sample from dive center is chosen proportionally. Technic Sampling is judgment sampling. The tool analysis used is statistic descriptive supported by SPSS software and statistic inferential supported by software of Lisrel Version 8,80.
 The research result described that practiced of green marketing, service quality have positif impact on Customer satisfantion and Customer loyalty of divers although there are still indicators that are indicating low impact. The results of the causality study state that : a) Green marketing has no significant affect on customer loyalty, b) Green marketing has significant affect on satisfaction, c) The service quality has no significant affect on customer satisfaction,d) The quality of service has no significant affect on customer loyalty, e) The customer satisfaction has significant affect on customer loyalty.
 
 Keyword: Green Marketing, Service Quality, Satisfaction, Loyalty, Dive Tourism,Indonesia