Loyal Consumers Research Articles

Kunci Sukses Kepuasan Konsumen dalam Perkembangan Bisnis Perusahaan: Systematic Literature Review

In the business world, apart from producing quality goods or services, the thing that needs to be maintained is consumer trust. Declining sales of goods or services can occur from consumer dissatisfaction with the goods or services offered by business people and this will have a big impact on the sustainability of the company's business. Apart from maintaining consumer satisfaction, it is necessary to carry out continuous innovation related to consumer satisfaction with the goods or services offered. One of the successes of a business actor or business owner is by having loyal consumers and one thing that can be used to assess consumer satisfaction is by conducting a survey containing the value of the services provided by the business actor or business owner. The impact of consumer satisfaction if the results obtained increase significantly in a positive direction, it will quickly grow in sales of goods or services being marketed. Consumer satisfaction can be obtained from several actions taken, namely by using a survey containing the factors that influence the satisfaction felt by consumers regarding service and convenience for consumers in the steps taken to use the goods or services offered by business actors. Due to the importance of the key to consumer satisfaction for business people, in this case the author conducted a literature review study using secondary data covering several types of businesses to find out what the keys to consumer satisfaction are. And the consumer satisfaction factor can influence a company's business development and is an important component in running a business.

Improving Customer Satisfaction in the Immersive Experiences Era

Abstract For an organization to succeed, it is essential to have customers. In order to evolve and grow, they must become loyal consumers. This approach is challenging in the current era, which is characterized by rapid changes and the increasing use of artificial intelligence. Historically, customers were satisfied with quality alone. However, in the modern context, factors such as globalization, virtual reality, artificial intelligence, and generational differences have made it more difficult for organizations to understand and meet their customers’ needs, and to foster customer loyalty. The objectives of this review paper are twofold: firstly, to collate and examine the existing evidence concerning customer satisfaction, and secondly, to identify strategies and measures that will prove effective in the context of the current era of immersive experiences. The principal conclusion is that the assurance of customer satisfaction is not contingent solely upon the deployment of AI technologies; rather, they exert a considerable influence upon this objective.

Characteristics of Consumers Who are Loyal in Buying Food Product at Cafe Pelangi Ambon City

This study aims to determine the characteristics of consumers who are loyal in buying food products at Cafe Pelangi in Ambon City. The research method used in this research is descriptive analytic. The sampling technique used was purposive sampling technique so that 70 respondents were obtained. The results showed that the majority of loyal consumers at Cafe Pelangi are men aged 30-49 years with high school and bachelor education levels, predominantly self-employed with middle to upper income. In addition, high frequency of visits, satisfaction with food products, and a comfortable atmosphere are the main factors that influence consumer loyalty. The results of this study provide important implications for Cafe Pelangi in designing more targeted marketing strategies, such as developing new menus that suit the preferences of loyal consumers and improving service quality

Engaging in Fashion Take-Back Programs: The Role of Loyalty and Perceived Benefits from a Social Exchange Perspective

Numerous fashion brands, such as Patagonia, H&M, and Levi’s, offer take-back programs, encouraging customers to return used clothing for monetary incentives so that the brands can resell, recycle, or donate them. Drawing on social exchange theory, this study suggests that consumers are more likely to participate in a loyal brand’s take-back program as they own more items from loyal brands due to repeated purchases. Loyal consumers, viewing this as part of an ongoing relationship with the brand, may participate because they perceive greater benefits than non-loyal consumers. In turn, brands benefit by keeping loyal consumers engaged through product collection and future purchases using coupons. This study examines how brand loyalty affects the perceived benefits of take-back programs, shaping participation intention. It also explores how environmental concern moderates the mediating effect of perceived benefits between brand loyalty and participation intention. Data were collected from 467 U.S. consumers via an online survey. Results revealed that the more loyal consumers were, the greater they perceived economic, environmental, and convenience benefits to be, increasing their intention to participate. Economic benefits were more effective for consumers with low levels of environmental concern, while environmental benefits were more influential for those with high levels of environmental concern.

Unlocking Market Potential: Strategic Consumer Segmentation and Dynamic Pricing for Balancing Loyalty and Deal Seeking

Background: This paper examines the economic implications of market segmentation on consumer purchasing behavior with a particular emphasis on intertemporal pricing strategies in dynamic markets. Methods: In order to analyze optimal discount rates and the timing for price reductions for consumer segments, including loyal and deal-prone customers, a detailed mathematical model was developed. The model incorporates theories of consumer behavior and pricing elasticity to simulate market responses to price changes throughout a product’s lifecycle. Results: This research indicates that market segmentation enhances sales by targeting the distinct preferences of loyal consumers, who are less price-sensitive and who stabilize revenue streams, and deal-prone consumers, who respond to price reductions. Customizing pricing strategies for loyal consumers and deal-prone consumers increases sales volumes and optimizes profitability. Conclusions: This research improves our comprehension of market segmentation and dynamic pricing, providing a practical framework for businesses to create effective pricing strategies that can be promptly implemented. It emphasizes the significance of understanding consumer behavior and price sensitivity in the interest of revenue promotion. This study also emphasizes the social implications of equitable pricing practices, promoting the implementation of transparent and value-based strategies to promote market inclusivity and consumer trust.

The strength of stance: The impact of brand activism on resistance to negative information, purchasing, and premium paying intents across different types of failures

This paper represents a pioneering exploration of how brand activism influences consumer responses to performance and value-related failures. Specifically, across two experiments, the research explores how brand activism influences consumer resistance to negative information, purchase intent, and willingness to pay more, in response to product, service, and value-related failures. Study 1 (N = 237) reveals that consumers who are more involved in activism and are exposed to a product failure from activist brands exhibit higher resistance to negative information compared to those who encounter product failures from non-activist brands. This suggests that activist branding may protect companies by cultivating a resilient, loyal consumer base in such adverse situations. Study 2 (N = 261) extends these findings by examining whether value-related (vs service-related) failures impact the buffering effect generated by a brand’s activist stance. Results indicate that activist brands particularly benefit from a protective buffer in the context of service failure scenarios. However, this buffer does not extend to value-related failures, leading to harsher consumer judgments and intentions. The research significantly contributes to brand activism literature by uniquely integrating the themes of brand activism and brand transgressions, exploring how brand activism affects consumer responses to both performance and value-related failures.

Peran Kepuasan Konsumen sebagai Pemediasi Promosi Sosial Media dan Diskon terhadap Loyalitas Konsumen

Generation Z is a potential consumer for e-commerce, because this generation grew up with the internet and uses it every day, Generation Z is very familiar with it and believes that this is a very important medium. So, it is important to create loyal consumers which is the core of every business and for companies loyalty is very important. In this research, we use the role of consumer satisfaction as a mediator of consumer loyalty towards social media promotions and discounts. The object of this research is Management Study Program students at Muhammadiyah University Semarang who have made purchases on Shopee e-commerce at least 3 times. Sampling using incidental sampling is a technique used to determine samples based on anyone who happens to fill out a Google form. The results of this research are that there is a mediating role for consumer satisfaction to increase consumer loyalty through social media promotions and discounts.

Peran Kepuasan dalam Memediasi Hubungan Kualitas Pelayanan dan Harga pada Loyalitas Pelanggan di E-Commerce Shopee

The development of marketing today is no longer limited to time and space. This condition is caused by technological advances that are very supportive of conducting marketing activities in a wider scope. Both for service and non-service offerings. Along with the growth of demand by consumers through online, market place platforms have emerged that offer various consumer needs. So there is sharp competition among sellers. These conditions require companies to pay attention to the satisfaction felt by consumers which will ultimately create loyal consumers. The company should also consider the different elements that influence it. The focus of this research is to analyze how customer satisfaction mediates the relationship between service quality and price on loyalty. The sample involved was 80 Shopee e-commerce customers. Data testing includes, data quality test, classic assumption test, outlier test, and path analysis. A significant discovery is that satisfaction does not serve as a mediator in the relationship between service quality, price, and customer loyalty.

Peran Drama Konflik sebagai Strategi Komunikasi Pemasaran pada Akun Elvara

In marketing communication, there are several important aspects that need to be a priority for a businessman, one of which is promotion. Promotion is a strategy carried out by a company to attract and make consumers aware of the products offered. Along with technological advances, business people are now increasingly utilizing e-commerce platforms, such as Tiktokshop, to promote and advertise their products. Tiktokshop also has a live streaming feature whose purpose is to introduce business people's products in detail to consumers directly. Now, one of the Tiktok accounts that uses promotions via live streaming is the Elvara account. Elvara is one of the Tiktok accounts that sells skincare products using a unique marketing communication strategy. Presenting household conflict dramas every day when offering products on live streaming. The purpose of the study was to determine the role of conflict drama as a marketing communication strategy in promoting skincare products offered during live streaming. This study uses a qualitative approach method with the 7P marketing mix theory which includes product, price, place, promotion, people, process, and physical evidence. The results of this study indicate that promotion through conflict drama can influence decision making by loyal consumers (customers) to repeat orders and potential consumers to directly purchase skincare products offered by the Elvara account.

The relationship between electronic word-of-mouth, customer loyalty and resistance to innovation

PurposeThe study aims to construct a model that illustrates the relationship between receiving and sharing negative electronic word-of-mouth (e-WOM), consumer resistance to innovation (CRI), and customer loyalty.Design/methodology/approachUtilizing questionnaire surveys and regression model analysis, this study examines the case of smartphones to explore the impact of customer loyalty and CRI on the spread of negative e-WOM.FindingsThe results show that when consumers receive negative e-WOM, it increases their resistance to innovation, consequently raising the probability of them sharing this negative feedback. However, strong customer loyalty mitigates this interaction. Interestingly, customer loyalty increases the likelihood of consumers sharing negative e-WOM upon receiving it. This suggests that loyal consumers tend to be more inclined to share information, regardless of its positivity or negativity.Originality/valueThe paper contributes by examining the mechanisms linking the receipt and dissemination of e-WOM, CRI, and customer loyalty, along with the moderating impact of customer loyalty.

Analisys The Influence of Social Media on Product Purchasing Decisions

This research is a literature study conducted through journal reviews and literature studies that are relevant to the research. The type of data used is secondary data, namely data obtained indirectly. Data collection techniques are carried out by reviewing and analyzing books and journals with rules related to the influence of social media, product purchasing decisions. From the research results, it is known that the use of social media is very important in influencing product purchasing decisions in the current industrial era. Human Resources of an organization, demanding the 5.0 era revolution and the current era of free competition, it is hoped that organizations must have quality, innovative and creative human resources. Because the organization is a network and decisions for succession policies and marketing decisions for quality products globally. Social media is used as a performance benchmark with the aim of getting loyal consumers and being able to promote the products they enjoy. The industrial revolution 5.0 has brought many changes, especially changes in very rapid technological developments which have greatly influenced the industrial world, namely that humans are required to master technology, especially for officials in companies who have direct contact with consumers throughout the world. And companies are also required to be able to follow technological developments and adapt them to global product marketing activities using social media. This speeds up the broader marketing process and improves employee performance

Brand commitment as predecessor to the factors of continuance intention

AbstractJapanese consumers have always been placed as one of the most highly loyal consumers in the world who are committed to purchasing certain brands for products in many different industries, such as automobiles, luxury goods, and electronics, to name a few. However in recent years, there is evidence to suggest that brand commitment in Japan is decreasing. In this study, we collected data from consumers in 2018 and again in 2023 using the same instrument to ascertain the change in brand commitment as a predecessor of consumer satisfaction, loyalty, and habit and ultimately their impacts on continuance behavior in using mobile wallet applications. We did not find the relationship between satisfaction and continuance intention to be significant in the 2023 model, unlike earlier. The results of this 5-year study comparison revealed that brand commitment was found to be a predecessor construct to both Japanese consumer satisfaction and habit across the years. It was also found that loyalty mediated the relationship between both habit and consumer satisfaction with continuance intention of mobile wallet applications usage. In summary, we found that brand commitment was significant in its relationship to satisfaction, loyalty and habit both in the 2018 and 2023 studies. This indicates a sustained and strong level of brand commitment in the mobile applications context by Japanese consumers. With this research, the knowledge on the well-known constructs of brand commitment, consumer satisfaction, loyalty, habit, and continuance intention have been extended in the area of mobile wallet applications. The findings provide up-to-date insights that have high relevance and important managerial implications in the international marketing research context beyond Japan.

The adoption of live streaming channel considering impulse buying and product returns

Live streaming commerce has experienced rapid development in the past several years. One of the prominent advantages of live streaming is that streamers can stimulate impulse buying. However, impulse buyers may return the product when they calm down, leading to a high loss for the retailer. In this research, considering impulse buying and product returns, we explore the retailer's channel strategy within three channel structures: single traditional channel, single live streaming channel, and dual channel. We find that dual channel strategy dominates single live streaming channel strategy, and adopting live streaming may not always benefit the retailer. When there is a large proportion of impulsive customers and the product has a low marginal loss of return, it is better to adopt the dual channel strategy. Interestingly, the retailer will be more inclined to add a live streaming channel when there are more loyal consumers in the traditional channel. Moreover, considering the influence of product returns will make the retailer less likely to adopt live streaming e-commerce. Additionally, our analysis shows that consumer returns will significantly affect live streaming price. Under the single live streaming channel strategy, as the streamer possesses superior sales ability or there are more impulsive consumers, it is better to reduce the price. If the retailer neglects product returns, he will raise the price. Under the dual channel strategy, the retailer considering product returns will announce a low price in the live streaming channel and a high price in the traditional channel. However, if the retailer neglects product returns, he will announce a high price in the live streaming channel and a low price in the traditional channel.

Empowering Growth: Leveraging Training Needs Analysis for Companies Success

Employees are critical to the delivery of high-quality service and the retention of satisfied and loyal consumers. Among the various factors that contribute to this end, work engagement among employees has captured the interest of practitioners and academics in the fields of business, human resource development, and organizational psychology, on the grounds that engaged employees are more likely to exhibit high-quality performance in the workplace. Meanwhile. Training and Development (T&D) practices are thought to add to employee’s engagement in their workplace. The current study sought to explore the impact of Training and Development practices on overall employee engagement as well as various employee engagement characteristics. Job Satisfaction, Organizational Commitment, Advocacy, Pride, Intention to Stay, and Emotional Connect are the factors. Primary data from 101 respondents was collected via a self- administered questionnaire. The study's findings demonstrated that training and development have a substantial impact on job satisfaction, organizational commitment, advocacy, pride, intention to stay, and total employee engagement score. An engaged employee with the proper attitude, abilities, and expertise is regarded critical for organizational success. It does, however, acknowledge a dearth of significant research findings that show the positive or negative impact of training on employee impression.

Utilizing Data Mining Techniques to Analysis Changes in Purchase Behavior of Batik’s Customers

Sales transaction data contains rich information potentially used to support company competitiveness. However, interpreting and utilizing transaction data in developing marketing strategies remains a challenge, even for big companies. Therefore, this research aims to develop marketing strategies using data mining techniques. A medium-sized company focusing on producing and selling traditional motif clothes (batik) will be used as a case study. The negative sales trend is the biggest issue currently faced by the company. Hypothetically, this problem is caused by imported products sold at lower prices or changing consumer behavior after pandemic covid. Currently, the company only implements simple analysis of its transaction data. The analysis of transaction data, conducted through five data mining stages, yielded a shift from purchasing small quantities to larger quantities, increased purchases during the final week of each month, and increased purchases on religious occasions. Furthermore, the analysis revealed that 31.29% of all transactions were attributed to loyal consumers, and 192 customers exhibited in Cluster 1 (high transaction quantities and high transaction values). Further investigation also revealed that customers categorized as loyal customers and Cluster 1 have different behaviors that can be used to develop further customer relationship programs. Future research can be conducted by employing data mining techniques to study the organization's assortment of products. Management discussions reveal that changes in consumer buying behavior extend to the selection of items and batik themes.

Research on Logistics Cooperation Strategy of the Retailer and the Platform Based on Paid Membership System

E-commerce platforms have widely embraced the paid membership system as a sustainable and effective customer management method to increase repurchase rates and offer value-added services to loyal consumers. As a common means of member benefits and a crucial link for interaction with direct consumers, logistics service is related to the platform’s sustainable operation. In this context, this paper studies retailers’ and e-commerce platforms’ cooperation strategies regarding logistics services under paid membership systems, and analyzes the impact of paid membership system on optimal outcomes. The results indicate that, in the case of the basic-service contract, sales profits decrease but membership fees increase as membership service quality increases. In accordance with the terms of the full-service contract, the platform would lower the commission fee and membership fee as the membership service quality improves. The retailer and the platform tend to sign basic-service contracts when the third-party logistics fee is low-cost, since there is a win–win interval. We also extend the logistics plan to include self-delivery and switch to centralized decision making, and we find that the basic-service contract’s win–win interval persisted. Our results reveal the fundamental connection between paid membership systems and logistics cooperation strategy, serving as a theoretical guide for the decision makers.

Research on the Influence of Subsidies on E-commerce Supply Chain Decision under the Background of Blockchain

Based on blockchain technology, this paper takes e-commerce supply chain decision-making as the research topic, and comprehensively considers many factors such as different consumer types, consumer traceability information, preference subsidy, etc., and constructs a business supply chain game model, and uses Stackelberg game theory to solve the equilibrium solution of the model. Finally, the results are verified by numerical simulation It is found that the use of blockchain technology can always make the profits of supply chain enterprises higher regardless of whether subsidies are made or not. With the increase of subsidies, the profits of supply chain enterprises will increase. For consumers, general consumers can always benefit from blockchain technology, loyal consumers need subsidies under certain conditions, but the same is true. The greater the subsidies, the more consumers will benefit from blockchain technology In addition, we find that subsidies can effectively improve social welfare, but there is a certain threshold beyond which the improvement effect will be weakened.

Dampak Variabel Produk, Promosi, dan Harga Terhadap Keputusan Konsumen Dalam Membeli Krupuk Ayam Bawang di Desa Krembangan Taman Sidoarjo

Competition is so tight now that companies must be able to play reliable marketing strategies and be able to attract consumer interest so they can win the market. Products that have good quality with good differentiation will be products that are most likely to have loyal consumers. By understanding how consumer behavior will contribute to companies formulating marketing strategies which will later be implemented in introducing and promoting their products to the market. This means that when a product is to be produced, it is known long beforehand what the consumer's needs and desires are. After the company has formulated a strategy that will be implemented in an effort to gain consumers' attention, building good communication with consumers is a step that must be taken by the company to consumers and must be done on an ongoing basis. With this effort, it will be known how consumers respond to the product.

Розвиток інформаційного забезпечення управління бізнесом у контексті цифрової економіки

The article presents the main directions of advance in information support for business management in the context of formation of the digital economy. The essence of information processes and their role in business management has been clarified. There have been specified trends in information support for business management: increase in data volumes; application of artificial intelligence for analytical work in business; development of analytical tools and platforms; creation of personalized offers and recommendations for loyal consumers by means of information systems; development and implementation of products and services to ensure data security; rise in remote work and virtual offices in business. On the basis of the carried out research, the relevant issues of advance in information support for business management which require solutions have been identified. Methodical approaches to solving these problematic issues have been proposed.

The Influence Of Brand Awareness, Brand Image, And Brand Trust On The Decision To Purchase Fried Chicken At Albaik Kampung Bali Branch In Bengkulu City

In today's companies, they are required to compete competitively (competition rivalry) which creates and maintains loyal consumers (more specifically called customers), and one of them is through “war between brands”. In the era of globalization, producers are faced with competition to achieve brand dominance. This research aims to determine the influence of Brand Awareness, Brand Image and Brand Trust on the decision to purchase Fried Chicken at Albaik Branch, Kampung Bali, Bengkulu City. The sample in this study was 52 customers who had purchased fried chicken at Albaik Branch, Kampung Bali, Bengkulu City. Data collection techniques by questionnaires. The analytical method used is Multiple Regression analysis, t hypothesis test and f hypothesis test. The regression results show that there is a positive influence between Brand Awareness, Brand Image and Brand Trust on purchasing decisions at Albaik Branch, Kampung Bali, Bengkulu City because the direction of the regression has a positive direction, namely Y = 7,300 + 0.240X1 + 0.401X2 + 0.157X3. Brand Awareness has an influence but is not significant on purchasing decisions at Albaik Branch, Kampung Bali, Bengkulu City, because the significant value of 0.89 is greater than 0.05. This means that as attention to Brand Awareness decreases, purchasing decisions will decrease. The image brand has a significant influence on the decision to purchase fried chicken at Albaik Branch in Kampung Bali, Bengkulu City because the significant value of 0.005 is smaller than 0.05. This illustrates that as the Brand Image increases, purchasing decisions increase. Brand Trust has an influence but is not significant on the decision to purchase fried chicken Albaik Branch, Kampung Bali, Bengkulu City, because the significant value of 0.77 is greater than 0.05. This means that decreasing attention to Brand Trust will reduce the decision to purchase fried chicken at Albaik Branch, Kampung Bali, Bengkulu City. Brand Awareness, Brand Image, and Brand Trust have a significant influence together on the decision to purchase fried chicken at Albaik Branch, Kampung Bali, Bengkulu City, thus the initial hypothesis proposed is proven (Ha is accepted), namely there is a significant influence between Brand Awareness, Brand Image and Brand Trust on purchasing decisions together. The coefficient of determination of R square is 0.543. This means that Brand Awareness, Brand Image and Brand Trust influence purchasing decisions by 54.3% while the remainder (100-54.3%=45.7%) is influenced by other factors not examined in this research.