Impact Customer Loyalty Research Articles

THE IMPACT OF SERVICE QUALITY, PRODUCT QUALITY, AND BRAND IMAGE ON CUSTOMER LOYALTY THROUGH THE MEDIATION OF CUSTOMER SATISFACTION AMONG PRIMA FRESHMART CUSTOMERS

As the retail industry for fresh produce in Indonesia becomes increasingly competitive, it creates an urgency for retailers to maintain relevant position in the market. Retailers need to cultivate loyal customers to ensure sustained performance and growth. Prima Freshmart, a specialized retailer that focuses on poultry products, is currently dealing with the challenge of having low customer loyalty rates based on the results of a preliminary survey. In order to understand how service quality, product quality, and brand image impact customer loyalty among Prima Freshmart's clientele, a study was conducted with 194 participants who completed questionnaires. The data was then analyzed using SmartPLS 4 software. The findings indicate that service quality, product quality, and brand image have a significant and positive influence on customer satisfaction. Furthermore, customer satisfaction has a significant and positive effect on customer loyalty and acts as a mediator in the relationship between service quality, product quality, brand image, and customer loyalty. These discoveries offer potential guidance for Prima Freshmart's management to enhance service quality, product quality, and brand image in order to improve customer satisfaction and loyalty. This research provides valuable insights that can be applied to both theoretical and practical aspects of customer retention strategies in the retail sector.

Application of SERVQUAL Model to Gauge Relationship between Service Commitment, Trust, and Price Fairness to Customers Loyalty: Empirical Evidence of Telecommunication Users in Nepal

Background: The service sector, a significant contributor to global GDP, is increasingly focused on innovation, particularly in the telecom industry. Despite its importance, research on how service commitment, service trust, and price fairness affect customer loyalty within Nepal’s telecommunications sector remains limited. Objective: This study aims to investigate the impact of service commitment, service trust, and price fairness on customer loyalty in the mobile telecom sector in Kathmandu Valley. It seeks to apply the SERVQUAL model to assess how these factors influence customer retention and satisfaction. Method: An explanatory research design was employed using a quantitative approach. Data were collected through a structured questionnaire from 404 telecom users selected via purposive sampling. The analysis was conducted using structural equation modeling (SEM) with confirmatory factor analysis and path analysis, employing software tools such as KOBO Toolbox and AMOS to examine the relationships among variables. Result: The findings indicate that service commitment, service trust, and price fairness significantly impact customer loyalty. Service trust and price fairness were found to have a positive and significant effect on loyalty, with price fairness exhibiting a partial mediating role between service commitment and customer loyalty. The study also highlights that telecom firms’ ability to enhance customer satisfaction is closely linked to their service innovation and commitment. Conclusion: The research underscores the importance of service commitment, trust, and price fairness in fostering customer loyalty within Nepal’s telecom sector. Telecom service providers are encouraged to focus on these areas to improve service quality and customer retention. The study offers valuable insights for enhancing customer satisfaction and achieving long-term loyalty in the telecommunications industry. Paper Types: Research Paper Keywords: Telecommunication Service; Commitment; Service Trust; Price Fairness; Customer Loyalty; SERVQUAL model; Structure Equation Model. JEL Classification: D12, L86, L96, M31

Navigating Tradition and Ethics: Consumer Perceptions of Luxury Brands Using Animal Products

This study investigates the complex relationships between consumer perceptions, brand equity, and customer loyalty in the context of luxury brands using animal products in Northern Vietnam. Employing a quantitative approach with Partial Least Squares Structural Equation Modeling (PLS-SEM), we surveyed 228 luxury consumers in urban areas. Our findings reveal that consumer perceptions significantly influence all components of brand equity - brand awareness, brand associations, and perceived quality - which in turn strongly impact customer loyalty. Notably, brand equity partially mediates the relationship between consumer perceptions and customer loyalty. The study also uncovers the dual influence of cultural factors: traditional cultural values positively moderate the relationship between consumer perceptions and brand equity, while ethical concerns exert a negative moderating effect. These results contribute to the theoretical understanding of luxury consumption in emerging markets and provide practical implications for luxury brand management. Our research highlights the need for a nuanced approach in navigating the delicate balance between leveraging cultural heritage and addressing growing ethical concerns in the luxury sector.

DIGITAL ERA BUSINESS COMMUNICATION: HOW SKINCARE BRAND AMBASSADORS BOOST CUSTOMER ENGAGEMENT

Objective – The purpose of this study is to determine the effectiveness of Jeon Somi in enhancing customer engagement on social media and how it impacts customer loyalty. Design/Methodology/Approach – This research was conducted using a descriptive qualitative method with a literature review approach. Data were collected through observation of Jeon Somi's activities on social media, online data searches, and literature studies. Findings – The results show that Jeon Somi successfully increased customer engagement through campaigns such as the #SnailDanceChallenge on TikTok, which garnered over 5.3 million views and an engagement rate of 7.3%. Additionally, Jeon Somi's Instagram account generated more than 150 thousand likes and positive comments, further enhancing customer engagement. Conclusion and Implications – This study highlights the importance of using influencers in digital marketing strategies and how public figures like Jeon Somi can boost customer engagement, loyalty, and brand image.

Customer Service Management on Enhancing Customer Loyalty in Food and Beverage Industry: Case Study of Starbucks Malaysia

In the highly competitive coffee industry, the operation of a successful coffee shop involves more than just providing a simple cup of coffee. Organizations are now recognizing the need to focus on delivering high-quality service to gain a competitive advantage. Emphasizing service quality is crucial for building customer loyalty. This paper aims to demonstrate and investigate the service quality using the SERVQUAL model, specifically in the context of Malaysia's Starbucks outlets. To gather real-time data, this paper employs a questionnaire-based survey. A total of 221 questionnaires were distributed to the public. Following data collection, the obtained data is analyzed using SPSS software. Additionally, this paper offers insights into the current state of Starbucks in Malaysia and proposes practical actions to enhance service quality. The objective is to not only attract and retain customers but also cultivating customer loyalty within the competitive coffee chain industry. By focusing on the SERVQUAL model, this research seeks to identify the key dimensions of service quality that significantly impact customer loyalty. These insights are essential for Starbucks to make informed decisions and implement effective strategies to elevate its service quality.

Anteseden Kepuasan Berdampak Pada Loyalitas Pelanggan

The research aims to analyze the antecedents of satisfaction that impact customer loyalty. Using a purposive sampling method to determine a sample of 100 customers. This research uses quantitative methods. Data were analyzed using Smart PLS: outer model analysis, inner model, and hypothesis testing. The results show that there is no influence of service quality on satisfaction, there is an influence of complaint handling on satisfaction, there is no influence of satisfaction on customer loyalty, there is an influence of Service Quality on Loyalty, there is no influence of complaint handling on customer loyalty, there is no influence of satisfaction on customer loyalty. In this research, satisfaction cannot mediate the relationship between service quality and customer loyalty and there is no indirect influence of the complaint handling variable on customer loyalty through satisfaction. In this research, satisfaction cannot mediate the relationship between complaint handling and customer loyalty.

PENGARUH PROMOSI, KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DAN LOYALITAS KONSUMEN PADA RENGGINNANG BERLIAN SRIANTI DI SITUBONDO

Micro, Small, and Medium Enterprises (MSMEs) are pivotal for Indonesia's economic progress, offering a robust national economic base and substantial employment opportunities. This study aims to explore how promotion, product quality, and service quality influence customer satisfaction and loyalty. Conducted as explanatory research, the study focuses on customers of Rengginang Berlian Srianti in Situbondo, sampled through simple random sampling. Data analysis and hypothesis testing utilized Partial Least Squares Structural Equation Modeling (PLS-SEM). Findings from Smart PLS 3.0 indicate that promotion does not significantly affect customer satisfaction, whereas product quality and service quality do. However, promotion does not significantly impact customer loyalty, nor does product quality directly influence it. Interestingly, service quality does positively affect customer loyalty. Moreover, customer satisfaction does not significantly correlate with customer Loyalty. Indirectly, Promotion positively affects Customer loyalty through customer satisfaction, albeit insignificantly. Conversely, product quality and service quality negatively influence customer loyalty via customer satisfaction, though not significantly.

The Influence of Brand Image and Service Quality on Customer Loyalty with Customer Satisfaction as a Mediation Variable

In the modern era, marketing has undergone significant developments. Maintaining a business in a competitive environment poses challenges for business owners. Intense competition often leads many to give up. However, by employing various strategies to foster consumer loyalty, businesses can thrive amidst fierce competition. This study aims to examine the influence of brand image and service quality on customer loyalty, with customer satisfaction as a mediating variable. Utilizing a quantitative research method with a descriptive approach, the study surveyed 150 consumers of Scarlett Whitening in Malang City using questionnaires distributed via Google Forms. Data were analyzed using SmartPLS software version 4.0. The findings indicate that brand image and customer satisfaction significantly impact customer loyalty of Scarlett Whitening consumers in Malang City. Conversely, service quality does not have a significant effect on customer loyalty. Customer satisfaction mediates the relationship between service quality and customer loyalty, but it does not mediate the relationship between brand image and customer loyalty.

Should Your Brand Go Sustainable: The Case of Skincare Brand in Indonesia

Nowadays, sustainability is a common issue among Indonesians. Many brands go sustainable to grab the green community into buying their products, no exception for skincare products. Furthermore, skincare is now a must-have essential for everyone, which makes skincare brands consider going sustainable; using green marketing techniques could also increase customers’ perceived quality and, at the same time, reduce perceived risk, which will directly affect customer loyalty. This research used a quantitative approach through an online survey with 149 sustainable skincare customers. Researchers found that Sustainable perceived risk significantly impacts customer trust, customer trust also significantly impacts customer loyalty, and sustainable perceived quality significantly impacts customer loyalty. Furthermore, the country of origin factor significantly affects sustainable perceived quality’s impact on customer trust positively.

Factors That Influence Customer Loyalty Through Customer Satisfaction Mediation At Bank Syariah Indonesia (BSI)

The focus of this research is centered on providing high-quality customer service and Customer Relationship Management to customers, as well as the satisfaction generated by this strategy. Primary data from this research was collected through the use of research tools in the form of questionnaires filled in by previously selected samples. The study's demographic comprises customers of Bank Syariah Indonesia (BSI) located in the city of Malang. In order to determine the sample size for this study, Malhotra's (2009) method was implemented due to the unpredictability of the population size. Consequently, 225 samples were acquired in order to conduct this research. Utilizing Structural Equation Modeling Partial Least Square (SEM-PLS), this study was investigated. The results of this research demonstrate that customer loyalty and satisfaction are significantly influenced by the quality of service provided. Additionally, service quality can impact customer loyalty via the intermediary mechanism of customer satisfaction. Customer relationship management does not have a substantial impact on customer satisfaction and loyalty. Customer satisfaction and customer relationship management are both ineffective mediators of consumer loyalty. Customer loyalty is substantially impacted by variables pertaining to customer satisfaction.

Study of the Effects of Service Quality Variables on Customer Satisfaction and Loyalty

This research aims to explore the influence of service quality variables on customer satisfaction and loyalty. Adoption of an explanatory survey type was the research method chosen, with a sampling technique that involved identifying customers who regularly visit at least three times a month. A total of 100 respondents were collected during the research using quantitative analysis methods through structural equation modeling (SEM). The research results show that service factors such as tangibility, reliability, responsiveness, and assurance have a significant influence on customer satisfaction. The research results indicate that service quality plays a crucial role in shaping consumer satisfaction, as evidenced by the significant relationships found between service variables and customer satisfaction. Furthermore, customer satisfaction significantly influences customer loyalty. Furthermore, reliability, responsiveness, assurance, and empathy have also been proven to significantly impact customer loyalty. Overall, the research findings indicate that tangible, reliability, responsiveness, assurance, and empathy together influence customer loyalty through customer satisfaction. The importance of the direct influence of service factors on customer loyalty is emphasized with greater value compared to the indirect influence through customer satisfaction. These results illustrate the positive contribution of direct service aspects to forming customer loyalty through increasing satisfaction levels in the restaurants studied.

Satisfaction positively impacts customer loyalty and mediates the relationship between perceived service quality, perceived relationship quality, and customer loyalty, but does not mediate the relationship between perceived value and customer loyalty.

Satisfaction positively impacts customer loyalty and mediates the relationship between perceived service quality, perceived relationship quality, and customer loyalty, but does not mediate the relationship between perceived value and customer loyalty.

Influence Of Brand Image And Customer Trust On Customer Loyalty Through Customer Satisfaction With Gender As A Moderation Variable

This study aims to investigate the impact of brand image and customer trust on customer loyalty, mediated via customer satisfaction. Gender is employed as an independent variable to mitigate the impact of brand image and customer trust variables on customer loyalty. This study utilized data from 250 respondents who completed a questionnaire issued to BSI customers in the Malang Raya area. Purposive sampling and proportional random sampling are two distinct methods used for sampling. A proportional random sampling method was employed to ensure that the percentage of respondents from Malang City, Malang Regency, and Batu City was maintained. The research used the Structural Equation Modeling - Partial Least Squares (SEM-PLS) approach. These data indicate that brand image and customer satisfaction substantially impact customer loyalty. However, customer trust does not have a significant effect on customer loyalty. Moreover, the brand's image and the level of consumer trust notably impact customer satisfaction. The findings of this study indicate that customer satisfaction serves as an intermediary variable that influences brand image and consumer trust, ultimately affecting customer loyalty. In addition, gender cannot reduce the impact of brand image and customer trust.

Post-Pandemic Retail Design: Human Relationships with Nature and Customer Loyalty—A Case of the Grand Bazaar Tehran

This article examines how human relationships with nature in the design of the Tehran Grand Bazaar can impact customer loyalty, and how this impact has been affected by the recent pandemic. As one of the most popular retail settings of the ancient Silk Road, the Grand Bazaar has a long history of micro-scale retailing and customer loyalty. This article reviews international guidelines of sustainable design using content analysis, identifying the most frequent guidelines related to human relationships with nature. It then defines customer loyalty in terms of various important non-financial measures of micro-scale retailing. The present article describes the development and collection of a structured survey conducted before the pandemic (March 2019), during the pandemic (March 2021), and after the pandemic (March 2023). The analysis shows a moderate to high relationship between sustainable design elements of the Bazaar (in terms of human relationships with nature) and customer loyalty before the COVID-19 pandemic. While this relationship fell to a moderate level in the middle of the pandemic, it rose dramatically to 89% by the end of the third year when governments eased public health and safety protocols. The results reveal that by adapting sustainable strategies that enhance human relationships with nature, designers and stakeholders can create post-pandemic retail settings that generate high customer loyalty.

Analisi Sales Promotion dan E-Service Quality terhadap Customer Loyalty yang Dimediasi oleh Customer Satisfaction Pengguna Tokopedia di Kota Cimahi

This research aims to find out how sales promotions and electronic service quality influence customer loyalty through Tokopedia customer satisfaction in Cimahi City. The instruments used have been tested for reliability and validity. This instrument was used to collect data from 120 female respondents who were of productive age and had shopped on the Tokopedia application. Convenience sampling and cross-sectional time horizon are the two types of data collection used. The data processing method uses descriptive tests and multiple linear regression with SPSS version 23 and the Sobel test. The research results reveal that both sales promotions and electronic service quality positively affect customer satisfaction and customer loyalty, and customer satisfaction positively impacts customer loyalty. Furthermore, through customer satisfaction, sales promotions do not affect customer loyalty, while electronic service quality affects customer loyalty through customer satisfaction. Keywords: Sales Promotion, Electronic Service Quality, Consumer Satisfaction, Consumer Loyalty

Do AI-powered digital assistants influence customer emotions, engagement and loyalty? An empirical investigation

PurposeDigital voice assistants (DVAs) are revolutionising consumers’ interactions with technology and businesses. Whilst research on the adoption of these devices is rapidly expanding, few have explored post-adoption behaviour. To fill this gap, we investigate how functionality and human-like features shape customers’ emotions, engagement and loyalty towards DVAs.Design/methodology/approachThe data were collected through a self-administered online survey from 509 DVA users. Structural equation modelling was employed for data analysis.FindingsThe results reveal that distinct human-like and functional factors of DVA independently explain customers’ positive emotions and engagement with DVAs. Positive emotions and engagement significantly impact customer loyalty to DVAs. The study shows that localisation of DVAs has a significant positive moderating influence on the service experience-customer engagement relationship but a negative moderating influence on the anthropomorphism-customer engagement relationship.Originality/valueUnlike previous research, this study contributes to the literature by delving into post-adoption phenomena. It explains how DVAs’ human-like and functional attributes drive customers’ positive emotional responses, engagement and loyalty towards DVAs. The findings not only unveil new insights into the moderating role of localisation but also provide a crucial understanding regarding the boundary conditions of the influence of anthropomorphism and service experience on customer engagement.

Maintaining Customer Loyalty: Analysis of Factors that Influencing Customer Loyalty to Local Beauty Mask

The aim of this research is to identify the effects of customer experience, customer value, price, product quality, and service quality on customer loyalty through customer satisfaction. A quantitative survey methodology was employed, with 405 participants as survey respondents. In this study, we utilized SPSS version 26 for descriptive analysis and employed Partial Least Squares (PLS) to test causal relationships and assess the overall influence of each variable. Findings indicate that customer experience, customer value, product quality, and service quality positively or significantly influence customer loyalty, while price does not impact customer loyalty. Customer satisfaction is highly influenced by the quality of service provided, and customers tend to be more satisfied after regaining trust in the company. Customer satisfaction acts as a positive mediator between customer experience and customer loyalty. Customer satisfaction refers to the overall evaluation of the customer's experience with a product or service and the emotions generated from that experience. When customers are satisfied with their experience, they are likely to have positive emotions and remain loyal to the company.

Antecedents of Customer Loyalty in The Telecommunications Industry -Evidence from Bangladesh

With the rapid growth of the telecommunications industry in Bangladesh, many people have adopted this communication process. While previous studies have extensively examined the adoption of mobile services, few have focused on customer loyalty and satisfaction in Bangladesh. This study primarily investigates the factors that impact customer loyalty in the Bangladeshi context of the telecommunications industry. The Theory of Reasoned Action (TRA) is used as the underlying theory to explain customer loyalty. A quantitative research strategy was employed, and data was collected through a self-administered questionnaire survey, with 360 out of 382 collected questionnaires being usable for analysis, resulting in a 94.24% usable data response rate. Partial Least Square Structural Equation Modeling (PLS-SEM) with the assistance of Smart PLS 4.0 was used to analyze the collected data. The study's findings indicate that price and consumers' trust significantly affect customer satisfaction and loyalty in Bangladesh and have the same impact on the indirect effect of price and consumers' trust on customer loyalty through customer satisfaction. The proposed model highlights important and significant factors in customer satisfaction and loyalty, allowing telecommunications industry managers to identify the specific antecedents of loyalty and focus their policies on these, particularly in terms of price and consumers' trust in Bangladesh. Furthermore, this study offers numerous theoretical and practical implications for academics and practitioners. While the validation of this model in the telecommunications sector provides a novel perspective on comprehending customer loyalty from both theoretical and practical standpoints, it is important to acknowledge that there might exist additional factors influencing customer loyalty that warrant inclusion in future research endeavors. This research is one of the few to conceptually underpin the theoretical concept of exploring customer loyalty in a developing country like Bangladesh. Similarly, these findings may be applicable to other similar developing countries.

Corporate Social Responsibility: Analysing Its Impact on Customer Loyalty in the Textile Industry of Maharashtra

Corporate social responsibility (CSR) is gaining importance for corporations and is attracting a lot of attention. A company can be held socially responsible to its consumers, stockholders, and the general population by implementing a corporate policy of self-policing called social responsibility in business (CSR). By fulfilling their social obligations, businesses can become aware of how their actions affect society’s financial, social, and environmental conditions. Efficient corporate social responsibility practices aid businesses in improving their reputations among consumers, who are then motivated to support and show loyalty to the business. The company’s social responsibility will increase trust, which will boost customer loyalty. Huge corporations participate in corporate social responsibility mostly because it is viewed as a strategic edge and offers advantages to businesses, including enhancing their image, lowering marketing and operating expenses, and attracting investors and talents. Therefore, corporate social responsibility offers businesses several benefits, including boosting brand loyalty, trust, and positive sentiments about a company as well as fighting off the unfavourable press. By the support of managers and supervisors of the textile industry in Maharashtra, the recent study’s aspiration is to check and assess numerous aspects of corporate sustainability’s in customer loyalty. The major elements of corporate social responsibility enclosed beneath the study take in environmental responsibility, ethical responsibility, philanthropic responsibility, economic responsibility, and legal responsibility. Since customer loyalty is a significant determinant of corporate success, elements that foster loyalty are of considerable interest to businesses. All of this demonstrates the worth and necessitates for thorough study in the area of corporate social responsibilities impacting customer loyalty. This study intends to analyse the control of business social responsibilities on consumer loyalty in the textile industry of Maharashtra.

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.