Implications For Customer Loyalty Research Articles

Membangun Loyalitas Melalui Realisasi Pembelian Analisis Ekuitas Merek dan Kualitas Pelayanan

Economic recovery since the Covid-19 pandemic must be carried out, the MSME sector has become the focus of researchers in research. Because MSMEs do not require large capital to start a business, it will be easier for people to start. South Jakarta is a good market share for MSMEs, apart from being densely populated, culinary consumption has great potential. Knowledge of marketing strategies makes MSMEs have to compete fiercely, brand equity and service quality are fundamental in how they make customers buy their products again, which has implications for customer loyalty. This research will be oriented towards the development of MSMEs in the South Jakarta area, in collaboration with the National Development University (UPN). TKT in this research is oriented towards the use of information technology that is developing in society, in this case the use of online must be emphasized by MSME players to increase knowledge that will support their business. Researchers will ensure that MSME players will utilize technology to increase customer loyalty in their restaurants. 105 respondents will be the sample in the research which will then be processed using statistical applications with Smart PLS with the SEM method. The results show that high service quality contributes to customer satisfaction, which in turn has a positive effect on customer loyalty.

Role of Brand Benefits in Financial Quality, Based on Responsiveness and Guarantee, and Its Implications for Customer Loyalty

This study aims to examine the impact of brand benefits on a firm's financial performance. The primary emphasis is on two critical aspects of brand advantages: responsiveness and assurance. The present study additionally investigates the influence of financial quality on customer loyalty. The research methodology employed in this study entailed acquiring data from a diverse pool of respondents who served as customers for different brands within the relevant industry—the process of data collecting involved the administration of questionnaires and the execution of organized interviews. The study employed statistical research to examine the correlation between brand benefits, financial quality, and consumer loyalty. The empirical evidence suggests that the level of responsiveness and assurance exhibited by a brand has a notable influence on a firm's financial performance. Moreover, a positive correlation exists between enhanced financial quality and increased levels of consumer loyalty. The conclusions of this study suggest that firms should recognize the significance of brand responsiveness and assurance in enhancing their financial performance. This further emphasizes the significance of upholding and improving financial excellence to bolster client loyalty. The present study provides a valuable contribution to comprehending the interplay among brand benefits, financial quality, and consumer loyalty within the contemporary industry landscape.

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.

The Effect of Brand Awareness and Service Quality on Customer Satisfaction and Its Implications for Container Terminal Customer Loyalty

The purpose of this study was to determine the effect of brand awareness and service quality on customer satisfaction and the implications for customer loyalty in container terminals. Object research in Port of Tanjung Priok, PT. Jakarta International Container Terminal (JICT). This study uses quantitative research, with a sample size of 150 respondents from 500 population. Data collection techniques using questionnaires and data analysis using path analysis. The results of this study indicate: There is a significant positive (unidirectional) effect of Brand Awareness on Customer Satisfaction when T-Statistics value (3.171) > T table value (1.976) and P-value (0.002) <0.05, next there is a significant positive (unidirectional) effect of Brand Awareness on Consumer Loyalty when T-Statistics value (6.185) > T table value (1.976) and P-value (0.000) <0.05, then our research finding significant positive (unidirectional) effect of Service Quality on Customer Satisfaction when T-Statistics value (4.512) > T table value (1.976) and P-value (0.000) <0.05. There is a significant positive (unidirectional) effect of Service Quality on Consumer Loyalty when T-Statistics value (5.494) > T table value (1.976) and P-value (0.000) <0.05. For the last there is a significant positive (unidirectional) effect of Consumer Loyalty on Customer Satisfaction when T-Statistics value (4.895) > T table value (1.976) and P-value (0.000) <0.05. Based on the results of this study, it was found that brand awareness is very influential. Hence, container terminal management in the future can continue to improve branding-based business models that create the ability for them to win the competition.

The Relevance of iBox Store Atmosphere: Building Customer Satisfaction and Loyalty

The rapid development of information technology triggers the growth of competition between gadget stores in Indonesia. Each competing store offers attractiveness for customers, one of which is iBox. A comfortable store atmosphere with unique and creative decorations is the key for businesses to attract consumers to visit. Creating a store atmosphere through visuals, arrangement, light, music, and aroma can create a comfortable buying environment to influence consumer perceptions and emotions in determining customer satisfaction and loyalty. This study aimed to determine the effect of the Store Atmosphere on Customer Satisfaction and its Implications for Customer Loyalty at IBox Indonesia. The research data collection method used a questionnaire of 211 respondents through purposive sampling, analysed using Structural Equation Modeling (SEM) with AMOS 24 tools.

PERAN CUSTOMER SATISFACTION DALAM MEMEDIASIKAN PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY PADA BALAI BESAR KARANTINA PERTANIAN TANJUNG PRIOK

The main job of the Tanjung Priok Agricultural Quarantine Center is quarantine services to the community, so it is important to examine how customers perceive services and their implications for customer loyalty. This study aims to analyze the effect of service quality on customer loyalty, either directly or indirectly. This research approach is quantitative type of causality. The research population is Balai Besar Karantina Pertanian (BBKP) Tanjung Priok customers, both for export-import and domestic purposes. The data collection technique used a survey with a closed questionnaire research instrument using a Likert Scale 1-6. The data analysis technique uses Structural Equation Modeling (SEM), in this case Partial Least Square (PLS), and path analysis. The results showed that service quality had a positive and significant effect on customer loyalty on BBKP Tanjung Priok.. The results of this study mean that the higher the level of Service Quality, the more Customer Loyalty at BBKP Tanjung Priok. Customer satisfaction partial mediates the effect of service quality on customer loyalty.

Investigation of Factors That Former CRM Quality and Its Implications for Customer Loyalty (Studies on JakOne Mobile Banking Users)

This study aims to identify the factors forming CRM Quality and their implications for Customer Loyalty at JakOne mobile banking users who are customers of Bank DKI Jakarta Barat Mayor Service Office. The sample used in this study were 144 JakOne mobile banking users who are customers of Bank DKI Jakarta Barat Mayor Service Office. The data collection technique in this study uses primary data by distributing questionnaires to respondents using Structural Equation Modeling (SEM) analysis which is supported by SmartPLS 3.0 applications. The main research results show that CRM Quality has a positive influence on Customer Loyalty and Customer Satisfaction has a positive influence on Customer Loyalty through CRM Quality mediation. Meanwhile, Customer Value has no influence on Customer Loyalty through CRM Quality mediation. Brand Image has no influence on Customer Loyalty, and Service Quality does not have a positive influence on Customer Loyalty through CRM Quality mediation.

The customer retail app experience: Implications for customer loyalty

Retailer mobile applications are one of the principal retail purchase and information search channels. Customer experience is key to retail app success. However, its dimensions and impact on retailer performance have been the subject of only a limited number of studies. This research builds on existing customer retail app experience literature by considering four dimensions as precursors of satisfaction with the retailers’ app and customer loyalty (cognitive, affective, relational and sensorial). Data were collected from a sample of 545 retailer app users and analysed using PLS-SEM. The results demonstrate that the affective dimension has the most influence and they highlight the importance of the sensory experience, which even surpasses the cognitive experience. The effect of the relational dimension on customer satisfaction, meanwhile, could not be positively confirmed. Analysis of the moderating effect of gender, age and device type used identifies effects that have not, until now, been demonstrated in current literature.

The relationship between m-banking service quality and loyalty: evidence in Indonesian Islamic Banking

Purpose: This study generally aims to comprehensively examine the effect of mobile banking service quality on creating customer loyalty in Islamic banking. In particular, this research uses the E-S-Qual instrument to verify service quality in mobile banking and uses one mediation variable, namely e-customer satisfaction. Methodology: This study amounted to 273 Islamic banking customers. The total participants are divided into several categories such as; gender, occupation, domicile, and Islamic bank used. The data obtained were analyzed using the Structural Equation Modeling (SEM) approach. This study also uses a second-order perspective (reflective-reflective) SEM on the E-S-Qual variable (efficiency, fulfillment, system availability, and privacy), then the approach used refers to the repeated indicators. Findings: The higher mobile banking service quality has implications for customer loyalty, both attitude and behavior. It happens when the customer is satisfied with the quality of the system displayed. This satisfaction can be achieved if the dimensions of quality that are characteristic of the system can be presented by Islamic banking. Originality: This study underscores the dimensions of efficiency and system availability as keys to mobile banking service quality. Efficiency refers to how the ease, accessibility, and speed provided by the system can facilitate transactions and other functions. Furthermore, system availability refers to how the platforms function properly in relation to technical constraints that may arise, as well as attachment to functions that strengthen processes in the business of Islamic banking customers.

Effect of Price and Service Quality on Customer Satisfaction and Its Implications for Customer Loyalty at Aston Pluit Hotel & Residence Jakarta

As a provider of lodging, Aston Pluit Hotel & Residence Jakarta ”always strives to improve customer satisfaction or hotel guests in order to maintain customer loyalty to Aston Pluit Hotel & Residence Jakarta itself. However, the problem related to this research is about customer loyalty to Aston Pluit Hotel & Residence Jakarta during the 2015-2018 period, during which the number of guests staying at the Hotel Pluit Aston & Residence Jakarta decreased significantly even though the Hotel Pluit Aston & Residence Jakarta raises service standards and promotions to attract guests to visit and stay at the hotel. This research is categorized in Explanatory Research, with the data survey method using a questionnaire. The sampling technique uses Probability Sampling for population withdrawal using census techniques, the sample of respondents is hotel guests with a total of 359 guests. The method used in this research is the analysis of Structural Equation Modeling (SEM) using the LISREL 8.8 program with a factor loading value of 0.05. The results of this study indicate a positive and significant effect of price on customer satisfaction, a positive and significant effect of service quality on customer satisfaction, a positive and significant effect of price on customer loyalty, a positive and significant effect of service quality on loyalty. customers, there is a positive and significant influence of customer satisfaction variables on customer loyalty. There is a positive and significant effect of both price and service quality on customer loyalty through customer satisfaction

FORMING CUSTOMER LOYALTY THROUGH FACTORS IN MEDIATION OF CUSTOMER SATISFACTION

The purpose of this study is to determine how price, service quality, customer satisfaction on customer loyalty and how much influence, price, service quality on customer satisfaction which has implications for customer loyalty. The sample used in this study amounted to 100 respondents who were taken by simple random sampling technique. Data analysis in this study used Structural Equation Modeling (SEM) which was carried out with the help of the SEM program from Smart PLS 3.0. Besides, this research also proves that the price variable will affect customer satisfaction, then the price will also affect customer loyalty, as well as service quality affects customer satisfaction and will also affect customer loyalty. and also the mediating variable of customer satisfaction which will affect customer loyalty. Blanja.com in Jakarta.

THE PURSUE OF THE CUSTOMER LOYALTY: STUDY ON CONSUMER OVO DIGITAL- WALLET USERS IN JAKARTA

The purpose of this study was to determine the effect of intellectual capital, digital technology quality, and customer knowledge on value creation and its implications for customer loyalty on OVO digital wallet users in Jakarta partially and together. Furthermore, the 255 sample of this study is consumers who use OVO digital wallets. In this study in Jakarta- Indonesia and the data analysis method conducted within the Structural Equation Modeling and the confirmed strategic analysis. Hence, the results showed:1) Intellectual capital has a partial effect on value creation in consumers who use OVO digital wallets; 2) Digital technology quality partially influences value creation in consumers who use OVO digital wallets; 3) Customer knowledge partially influences value creation in consumers who use OVO digital wallets; 4) Intellectual capital, digital technology quality and customer knowledge simultaneously influence the value creation of OVO digital wallet users; 5) Intellectual capital affects customer loyalty to consumers who use OVO digital wallets; 6) Digital quality technology has a partial effect on customer loyalty to consumers who use OVO digital wallets; 7) Customer knowledge affects customer loyalty to consumers who use OVO digital wallets; 8) Value creation affects customer loyalty to consumers who use OVO digital wallets; 9) Intellectual capital, digital technology quality, customer knowledge and value creation together have a simultaneous effect on customer loyalty of OVO digital wallet users with R square value .85, so that the results of this study found the results of intellectual capital, digital technology-quality, and customer knowledge influence customer loyalty through variable value creation had the full mediation research marketing model.

Effect of Service Quality on Customer Loyalty through Satisfaction, Perceived Value, and Customer Engagements (Study on Indonesian Ride-Hailing Online)

This study attempted to analyze the effect of service quality on customer’s satisfaction, perceived value, and customer involvement as well as its implications for customer loyalty in Indonesia. The primary data used is the result of questionnaires through an online survey platform with the help of Google Form in July to August 2020. The sampling method was purposive sampling using specific criteria set by the researchers with 300 samples that met the criteria. Data analysis technique used the structural equation models (SEM) with the help of LISREL software. The results showed that there was a significant influence on the quality of Indonesian ride-hailing online services on perceived value, and a significant effect on perceived value on satisfaction as well as a significant effect on customer satisfaction on customer involvement. The only construct which directly influences customer loyalty is customer involvement. This research certainly provides practical advice for the online ride-hailing industry in Indonesia where there are three main suggestions aimed at improving the service quality, satisfaction, customer involvement, and value. Further research is suggested to analyze online ride-hailing in neighboring countries such as Malaysia, Singapore, Vietnam, or other Southeast Asian countries.
 Keywords: service quality, perceived value, customer satisfaction, customer involvement, customer loyalty and online ride-hailing

A Consuequence of Statisfaction and Loyalty: How Brand nd Purchase Intention Affect Its (An empirical study of Bengkulu)

The purpose of this study as to determine how the effect of waterpark image and price fairness on customer satisfaction and its implications for customer loyalty at Waterpark Wahana Surya Bengkulu. The measurement of this study uses 14 indicator items which are distributed using an online questionnaire. The number of samples in this study were 136 respondents and the data were analyzed using SEM PLS (Partial Least Square). Date were collected using a questionnaire using a Likert scale. This research used descriptive method with a quantitative approach. The type of data used in this study is primary data. The results of this study prove that 1. waterpark image has a positive effect on price fairness, 2. Waterpark image has a positive effect on customer satisfaction, 3. Fairness of price has a positive effect on customer satisfaction, 4. Waterpark image has a positive effect on customer loyalty, 5. Fairness of price has a positive effect on customer loyalty, 6. Customer satisfaction has no effect on customer loyalty.

Analysis of Mycosorb A + Purchase Decisions and Their Implications for Customer Loyalty

This study aims to determine the effect of product quality, product availability and price perception on purchasing decisions and their implications for customer loyalty. Customers from PT. Alltech Biotechnology Indonesia was taken as a respondent, both primary and secondary data were used in the study. Secondary data is taken from various sources such as journals, books and other data. Primary data were collected using a questionnaire distributed to the target respondents. Using accidental sampling technique, the total number of respondents collected was 100 respondents. Path analysis is applied in this research. The results show that product quality, product availability and price perception have a significant influence on purchasing decisions. It was found that the quality of the product, Product availability and purchasing decisions have a significant influence on loyal consumers. At the managerial level, this research contributed to PT. Alltech Biotechnology Indonesia, to improve product availability and product quality if you want to purchase decisions and increase customer loyalty.

ANALYSIS OF CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION IN KEDAI COFFEE (Case Study of SMEs in Jakarta Indonesia)

The purpose of this study is to find out how product quality, price, customer satisfaction on customer loyalty and how much influence the product quality, price, on customer satisfaction has implications for customer loyalty. This study is a census, the number of objects in the population with 100 respondents. The research method used in this research is descriptive analysis method. Data analysis techniques used are correlation analysis techniques and SEM (structural equation model) analysis techniques. Correlation analysis techniques to determine the relationship between variables, while SEM analysis techniques to determine how much influence the independent variable has on the dependent variable. The software used to process and analyze data from this study is Smart PLS version 3.0.

PENGARUH KINERJA DISTRIBUSI FISIK DAN KUALITAS PELAYANAN TERHADAP CITRA PERUSAHAAN SERTA IMPLIKASINYA PADA LOYALITAS PELANGGAN (Survey pada Pelanggan PT. ATRI DISTRIBUSINDO di Bandung)

This study aims to obtain empirical evidence about the influence of physical distribution performance and quality of service to the company's image as well as the implications for customer loyalty in the PT Arri Distribusindo Bandung. The results are expected contribute to the development of management science and management especially marketing and consumer behavior. For those of similar companies and practitioners, ir is hoped the results of this study can provide useful information about the importance of physical distribution performance and quality of services, especially on the image of the company, which in num can increase customer loyalty as an evaluation tool. The study was conducted at PT Atri Distribusinda Bandung. Methods of research using survey methods with quantitative research approaches. While the ype of research the form Descriptive Explanation Verificative Research and Research with a time horizon in the form of cross-sectional data that reflects the picture of a state at a given moment. To test the hypothesis of statistical methods of research used path amalysis (path analysis).The test results of research found a significant relationship between the performance of physical distribution service qualin, as well as from the results of the test reveal significant influence of the physical distribution performance and quality of service to the company's image either partially or simultaneously, was also found significant relationship between the performance of the distribution plysical and quality of services to the corporate image that has implications for customer loyalty . Keywords: Performance of physical distribution, service quality, corporate image and customer loyalty

The role of online product recommendations on customer decision making and loyalty in social shopping communities

Online product recommendation (OPR) provided by product recommender systems as well as consumers is a crucial service in social shopping communities (SSCs) for improving consumers’ shopping experience and fostering long-term relationships. However, little is understood about how these two sources of recommendations influence consumers' decision-making and their implications for customer loyalty. This study develops a model to examine how the positive (enablers) and negative (inhibitors) factors of OPR’s quality influence consumer decision process, and how the decision process ultimately influences customer loyalty. The results indicate that consumer product screening cost and decision-making quality significantly influence customer loyalty. Consumer product screening cost is negatively associated with self reference and positively associated with deceptiveness and information overload. Product evaluation cost is positively affected by self reference, deceptiveness and information overload and negatively affected by vividness. And consumer decision-making quality is positively associated with self reference and negatively associated with deceptiveness and information overload. Consumer product screening cost and product evaluation cost are comparatively more negatively influenced by inhibitors than enablers. Moreover, UGC level plays a negative moderating role on the relationships between product screening cost and customer loyalty, and between product evaluation cost and customer loyalty.

How Does Strong Experiential Marketing Affect the Customer Value?

The research objective is to get empirical evidences as well as to elucidate the phenomenon so that conclusion can be drawn concerning the implementation of Experiential Marketing in Creating Customer Value at stars’ hotel of 3, 4 and 5 in West Java, Indonesia. This study uses quantitative approach and Structural Equation Modeling was conducted to test the hypothesis. To meet the adequacy of the data, it was decided to have sample of 210 respondents, consisting of hotel customers who were room occupants of 3, 4, and 5 star hotels in the West Java province. Collection of field data in order to obtain primary data was done through observation, deployment questionnaires, interviews and search and collecting documents. The results confirmed the importance of experiential marketing implementation since it can increase customer value, and it also has implications for customer loyalty.

To Personalize or Not to Personalize Online Purchase Interactions: Implications of Self-Selection by Retailers

Personalization technologies today enable retailers to tailor online purchase interactions to the individual preferences and needs of customers. With personalization being increasingly perceived as a source of competitive advantage, there is a growing trend toward pursuing technology-enabled personalization strategies in online retailing. However, the choice of a retailer whether or not to select into technology-enabled personalization and its implications for customer loyalty are at best ambiguous. This paper is an attempt to resolve this apparent ambiguity. Specifically, the paper conceptualizes retailer selection into technology-enabled personalization strategies relevant to two steps of an online purchase, namely, transaction personalization strategy and decision personalization strategy, based on the operating characteristics of a retailer. The implications of the retailers' self-selection into technology-enabled personalization strategies for customer loyalty are then empirically investigated with data collected from 422 retailers. Further, based on a counterfactual analysis, the paper reveals the implications of making a normatively incorrect decision with respect to personalization strategy. Contrary to popular belief, the results of this study indicate that personalization may not be uniformly beneficial in terms of customer loyalty to all retailers. Although a majority of retailers pursue transaction personalization and realize benefits by way of improved customer loyalty, we find that the choice of a retailer to pursue decision personalization is self-selected and dependent on idiosyncratic characteristics related to its operating context. Retailers that have relatively large-scale operations, provide greater variety and realize higher customer satisfaction with product selection, and that do not necessarily compete on price (i.e., realize lower customer satisfaction with prices relative to competing retailers) are more likely to pursue the decision personalization strategy. Although some retailers pursue decision personalization because they clearly stand to benefit from doing so, other retailers are better off not following suit. Theoretical contributions of the study, managerial implications of the study findings, limitations, and directions for future research are identified.