Consumer Loyalty Research Articles

Strategic Approaches to Managing and Rebuilding Organisational Reputation: Insights and Case Studies of South East Nigeria

Enterprises in Eastern Nigeria had substantial difficulties in effectively handling and restoring their reputation, especially in the aftermath of events that undermined public trust. Efficient reputation management requires the use of both immediate and long-term tactics to minimise harm and facilitate restoration. Timely reactions were to be cleared and understood, immediately tackling the issue and involving relevant parties, as shown by KFC’s use of wit and honesty in its marketing to maintain consumer loyalty during a supply chain difficulty. Established regular and reliable communication, actively involving the community, and closely monitoring one’s online presence were essential long-term approaches to regain trust. Having an internal culture that mirrors the intended outward image was crucial. This was shown by Starbucks’ decision to shut down more than 8,000 stores for bias training after a racial profiling incident. Additionally, Online Reputation Management services provide essential knowledge and skills in handling crises, monitoring reputation, and creating good content, hence improving an organisation’s online presence. To successfully restore one’s image in the challenging economic environment of Eastern Nigeria, it was necessary to combine prompt measures with long-term strategic efforts. These efforts were based on practical illustrations and online reputation management services. keywords: Reputation Management, Eastern Nigeria, Public Trust, Immediate and Long-Term Tactics, Timely Reactions.

Analysis of the Application of Effective Communication Strategies in Marketing Public Relations at CV Inti Motor Solo

The development number of motorize vehicle users is increasing. This makes the automotive business have promising business prospects. The high level of business competition requires each company to create the best business strategy to win market competition. This research aims to determine the implementation of effective communication strategies in marketing public relations at CV. Inti Motor Solo. This research was conducted qualitatively descriptively and data was collected through observation and interview at CV. Inti Motor Solo. The results of the research indicate that marketing public relations activities at CV. Inti Motor Solo are still focused on activities to build consumer loyalty. Marketing Public relations activities carried out include the installation of company identity banners, information services, and consumer loyalty programs. Overall, marketing public relations activies at CV. Inti Motor Solo have implemented effective communication strategies well which include respect, emphaty, audible clarity, and humble.

The Impact of Corporate Social Responsibility on Corporate Reputation

This research paper explores the profound impact of Corporate Social Responsibility (CSR) on corporate reputation, focusing on the mechanisms through which CSR initiatives enhance or protect a company’s public image. By analyzing key theoretical frameworks such as stakeholder theory, social contract theory, and legitimacy theory, the paper examines how businesses strategically use CSR to manage reputational risks, improve brand trust, and foster positive public perception. Case studies of companies with successful CSR strategies highlight the benefits in financial performance, consumer loyalty, and crisis resilience. The challenges of managing CSR in a digital age, where transparency and scrutiny are heightened, are also discussed. The paper concludes with recommendations for balancing ethical responsibility with business objectives, stressing the importance of integrating CSR into core business strategies to build long-term reputational capital and sustainable growth. This research underscores CSR as a critical tool in modern corporate reputation management in both local and global contexts.

The Influence Of Brand Image And Product Quality On Loyalty Through Customer Satisfaction As An Intervening Variable For Customers Of Almeeraakyla Pekanbaru

The research aims to understand: (1) The influence of brand image on customer loyalty with consumer satisfaction, (2) The influence of product quality on customer loyalty with consumer satisfaction, (3) The influence of brand image on customer loyalty, (4) The influence of product quality on consumer loyalty, and (5) The influence of consumer satisfaction on customer loyalty. The method of this research activity is quantitative. The population in this research activity is consumers who buy and consume Almeeraakayla products in Pekanbaru City with a sample of 100 people. The technique used in analyzing the data is Path analysis. With the results of the research, namely the Brand Image variable (X1) has a positive and significant influence on customer loyalty (Y) through consumer satisfaction (Z). The Product Quality variable (X2) has a positive and significant influence on customer loyalty (Y) through consumer satisfaction (Z). The Brand Image variable (X1) has a positive and significant influence on customer loyalty (Y). The Product Quality variable (X2) has a positive and significant influence on customer loyalty (Y)

Perilaku Konsumen Pembelian Produk Tabir Surya Pendekatan Theory of Planned Behavior

Indonesia has become one of the countries with significantly high sales in the beauty product industry, particularly sunscreen products. Various brands strive to attract consumer attention by offering different innovations and benefits. Consequently, companies need to find ways to increase awareness and consumer loyalty towards sunscreen products by understanding factors such as attitude, subjective norms, and perceived behavioral control. This research was conducted with the main objective of understanding consumer purchasing behavior of sunscreen products through the TPB approach. Additionally, this study was conducted to provide theoretical benefits by enhancing insights and knowledge related to consumer behavior, especially in terms of consumer decision-making and consumer loyalty based on the TPB approach. The sampling method used was non-probability sampling, specifically purposive sampling. Data analysis was conducted using the Structural Equation Modeling (PLS-SEM) method with a sample size of 199 respondents. The results of this study prove that attitude, subjective norm, and perceived behavioral control have a positive impact on consumer decisions directly or indirectly through consumer loyalty. Moreover, consumer decision-making positively influences consumer loyalty. This research contributes to companies in designing marketing strategies to shape consumer decision-making and consumer loyalty towards sunscreen products. Keywords: Theory of Planned Behavior, Attitude, Subjective Norm, Perceived Behavioral Control, Consumer Decisions, Consumer Loyalty.

Pengaruh Kualitas Produk dan Harga Produk Terhadap Loyalitas Konsumen Melalui Kepuasan Konsumen Terhadap Produk Mie Instan “Indomie Goreng” : Studi pada Konsumen Mie Instan “Indomie Goreng” di Warmindo Sarjana UPN

This research aims to understand the impact of product quality and product price on consumer loyalty using consumer satisfaction with consumers of fried Indomie instant noodles at "Warmindo Bachelor UPN". This research uses a quantitative type of research. The research results show that there is an influence of the respect variable on the consumer satisfaction variable. Apart from that, consumer satisfaction has an influence on consumer loyalty.

Enhancing Consumer Loyalty and Market Competitiveness: Approaching IPA-QFD in Product Development

This paper provides an overview of AA.co.Store, is a fashion business founded in 2021. Despite being in the development stage, AA.co.Store can compete with other local brands in Sidoarjo. To maintain and attract more consumers, the company focuses on improving product quality. The success of a business is measured by the number of products produced and their competitiveness in the market. Product development is crucial to increase competitiveness and attract future consumers. The quality of the product and promotional activities significantly impact customer satisfaction. Pricing and distribution also influence purchasing decisions. To compete with competitors, AA.co.Store needs a comprehensive strategy. Research suggests that product quality, price, customer satisfaction, and brand image affect consumer loyalty and satisfaction. The purpose of this research is to improve AA.co.Store's product development using an IPA-QFD-based marketing mix aligned that very important for Development Goals (SDGs) of the store to compete with other local brands in Sidoarjo. The results of this study were AA.co.Store service quality, it can be concluded that Customer satisfaction with AA.co.Store services is fulfilled, which is indicated by the results of the questionnaire using the SERVQUAL method which does not show a negative value for the AA.co.Store brand when compared to other brands. There are three service quality attributes that need to be prioritised for improvement at AA.co.Store, namely the price of t-shirts that are more competitive than other brands, the condition of the parking lot, and cleanliness. There are several steps that can be taken to improve service quality based on technical needs, including: a.) changing the organisational strategy on company performance, especially in the operational section, b.) increasing the stock of materials to meet the number of orders, c.) providing training and development on existing SOPs, and d.) repairing and maintaining existing equipment in the company.

Socio-Environmental Management: Green Marketing and its Contributions to Sustainable Consumption

Objective: The objective of this research was to investigate the contributions of green marketing to sustainable consumption, analyzing how this approach can influence consumer behavior and promote more responsible business practices. Methodology: The research was carried out through a bibliographic review, involving the critical analysis of already published studies on green marketing and sustainable consumption. Academic databases such as SciELO, Google Academic and Scopus were used to collect relevant articles, books and theses. The analysis of the collected data was conducted through the content analysis technique, which allowed to identify significant themes and patterns. Results and Data Analysis: The results show that green marketing plays a crucial role in consumer education, promoting awareness about sustainable choices. Furthermore, the research showed that this approach stimulates innovation in products and processes, creating competitive differentials for companies. However, the phenomenon of greenwashing represents a challenge, emphasizing the importance of authenticity in green marketing practices. Companies that implement genuine sustainable marketing strategies tend to strengthen consumer loyalty and create a positive impact on the consumer culture. Concluding Considerations: The research concludes that green marketing is an essential tool to foster sustainable consumption, promoting cultural change and encouraging responsible business practices. Collaboration between businesses, consumers and governments is key to building a more sustainable future, reinforcing that sustainability must be integrated into operations and business models.

Analysis of Promotion Strategies Through Advertising Media in Increasing Consumer Loyalty

UD. Talenta faces several weaknesses in marketing catering services, such as a lack of diversification in promotional methods which still rely on traditional methods and word of mouth, which limits market reach. In addition, limited access to technology and the internet hinders the use of digital platforms for promotions, while increasingly tight competition with similar competitors causes difficulties in distinguishing ourselves, so that sales levels experience fluctuations, especially in the midst of unstable economic conditions. This research uses a qualitative approach with methods. field study. Data collection techniques were carried out by means of interviews, observation and documentation using the Milles and Huberman data analysis approach. The research results showed that UD. Talenta relies on marketing strategies that include promotion through social media, print, word of mouth recommendations, and local event participation to expand the reach of its services. Despite facing resource constraints and intense competition, advertising strategies, especially on social media, are considered quite effective in expanding the market and increasing consumer loyalty. Promotional effectiveness is influenced by message clarity, visual appeal, and brand image consistency, although challenges remain in maintaining customer loyalty and overcoming budget constraints. UD. Talenta continues to innovate and evaluate strategies to improve its advertising campaigns. To strengthen consumer loyalty, UD. Talenta need to focus on clarity of information in advertisements, as well as improving the consistency and quality of advertisements with content innovation that is creative and relevant to consumer needs.

The Influence of Storytelling Techniques in Digital Marketing on Brand Loyalty: A Consumer Psychology Perspective

This study investigates the impact of storytelling techniques in digital marketing on brand loyalty, focusing on consumer psychology perspectives. The research aims to identify how storytelling, through emotional resonance, authenticity, and cultural relevance, fosters brand loyalty by creating deep, psychological connections with consumers. A qualitative research approach was applied, involving a systematic literature review of academic journals, books, and industry reports on storytelling, digital marketing, and consumer-brand relationships. The analysis was conducted using thematic coding, which categorized data into primary themes, including emotional engagement, brand authenticity, and cultural adaptation. Results indicate that storytelling effectively influences consumer loyalty by evoking emotional responses, establishing brand trust through authentic narratives, and enhancing engagement through culturally relevant content. Findings reveal that storytelling in digital marketing transforms brands into relatable entities, reinforcing loyalty through shared values and identity alignment. The study concludes with theoretical and managerial implications, suggesting that brands should prioritize authentic and culturally adaptive storytelling to cultivate lasting consumer loyalty in a competitive digital landscape. Future research should further examine the long-term effects of storytelling on loyalty across different digital platforms and cultural contexts.

Impact of Corporate Social Responsibility (CSR) initiatives on brand reputation: A study on how CSR activities enhance brand reputation and consumer loyalty in the context of sustainable marketing practices

Contemporary businesses cannot survive in today's cutthroat marketplace without engaging in Corporate Social Responsibility (CSR) initiatives. Examining how CSR initiatives cultivate consumer loyalty within the framework of environmentally conscious advertising campaigns, this study probes the link between CSR initiatives and public perception of brands. Community involvement, ethical work practices, and environmental stewardship are some of the CSR programs examined in this research, which seeks to understand how these initiatives influence brand image and consumer behaviour. Case studies and consumer surveys were the basis of this study, which found that CSR-active companies' reputations, as well as the trust and loyalty of their target audience, were positively impacted. Customers are more loyal than ever before to brands that reflect their values, and the research highlights the importance of companies that demonstrate genuine commitment to sustainability. Based on the findings, businesses may boost their image, get more customers involved in the long run, and differentiate themselves from rivals by making CSR a central part of their strategy. This study contributes to the growing body of literature on corporate social responsibility and sustainable marketing. It offers valuable insights for organizations that want to build a reputation that is both responsible and customer-centric.

The Impact of Sustainability and Environmental Ethics in Product Marketing Campaigns: A Qualitative Study with a Sociological and Economic Approach

This study aims to examine the impact of sustainability and environmental ethics on consumer loyalty, brand perception, and economic resilience within product marketing campaigns. Driven by the increasing consumer demand for ethical business practices, this research integrates sociological and economic perspectives to understand how sustainable marketing shapes consumer-brand relationships and offers competitive advantages. Employing a qualitative methodology based on a comprehensive literature review, the study synthesizes data from recent research to provide a nuanced analysis of the socio-economic implications of sustainable marketing. The findings reveal that sustainability-focused brands not only foster long-term consumer loyalty but also experience enhanced brand equity and profitability due to a stronger alignment with consumer values. Furthermore, the research highlights the importance of transparency, which reinforces consumer trust and solidifies brand credibility in markets sensitive to greenwashing concerns. The study underscores the Theory of Planned Behavior and Brand Equity Theory as foundational frameworks for interpreting consumer responses to ethical marketing. These insights contribute to both academic discussions and practical applications, providing a roadmap for brands to leverage sustainability as a core strategy. The research concludes that sustainable marketing is a transformative approach that fosters socio-economic resilience, positioning brands for sustained success in eco-conscious markets

Research on the Influence of Brand Interaction on Social Media Platforms and Consumers’ Purchasing Decision-making Process

With the rapid development of Internet technology and the popularity of social media, the interaction between brands and consumers has undergone profound changes. Social media platform, with its unique real-time, interactive and communication, has become an important bridge between brands and consumers. In the complex and changing market environment, brand building and maintenance is the key to the success of enterprises. With rapid changes in consumer behavior and market competition, brands need to adopt innovative strategies to strengthen their market position and consumer loyalty. The impact of KOL and KOC on consumers on social media platforms is complementary. KOL quickly increases brand awareness through extensive influence and professionalism, while KOC deepens consumers’ trust and desire to buy brands through authenticity and high interactivity. The combination of the two can form a complete marketing chain from awareness promotion to trust establishment to purchase transformation to maximize the marketing effect. This paper aims to explore how brand interaction on social media platforms affects consumers’ purchase decision-making process, and analyze its mechanism, influencing factors and effects, and give suggestions.

Green Marketing Dynamics in the Food and Beverage Product Sector: A Bibliometric Analysis of the Influence on Consumer Loyalty

This bibliometric study explores the evolution and dynamics of green marketing within the food and beverage industry, with a specific focus on its influence on customer loyalty. Utilizing VOSviewer for network visualizations, the research maps the interconnectedness of key themes and authors over a significant period, highlighting the transition from traditional sustainability practices to more sophisticated, consumer-focused strategies that integrate service quality, customer satisfaction, and relationship marketing. The study reveals an evolving landscape where foundational marketing principles merge with modern green marketing needs, emphasizing the importance of genuine, consumer-centric approaches in fostering customer loyalty. The findings advocate for an interdisciplinary approach in research and suggest directions for future studies to further examine the empirical impacts of green marketing strategies, the role of digital technologies, and the global scalability of these practices.

Strategic Digital Marketing Innovations: The Role of Community Engagement in Lululemon’s Market Leadership

In the global sportswear market, Lululemon Athletica has emerged as an industry leader with its unique digital marketing strategy. This study explores how Lululemon has significantly increased brand awareness and customer engagement through an innovative digital strategy that combines search engine optimization (SEO) and search engine marketing (SEM) techniques. Lululemon actively utilizes social media platforms, such as Instagram, to create a strong brand community and enhance consumer loyalty and brand connection through marketing campaigns such as #TheSweatLife. This study analyzes how these strategies have helped Lululemon to gain a strong position in the market and effectively respond to challenges from competitors such as Nike and Adidas. The results show that digital marketing not only drives brand growth, but also creates sustainable customer relationships and improves competitiveness in the market. The findings of this paper provide important insights into the marketing strategies of other brands in the digital era, and despite the lack of comprehensive quantitative data support, Lululemon’s success provides lessons for exploring innovative market engagement models.

Research on the Development of Logistics Performance of E-Commerce Enterprises and its Influencing Mechanism on Customer Satisfaction

With the booming development of e-commerce industry, logistics performance has become one of the key factors of competitiveness for e-commerce enterprises, directly related to the customer satisfaction and market position of the enterprises. Under the background of digitalization and intelligentization, online shopping has become one of the main ways of daily shopping for consumers. As an important link in the transaction chain of e-commerce, logistics efficiency and quality directly affect the shopping experience and loyalty of consumers. This paper conducts an in-depth analysis of the current situation of logistics performance of e-commerce enterprises, the mechanism analysis of how it affects customer satisfaction, and explores solutions to the problem. Through the mechanism analysis, it is found that e-commerce enterprises can improve logistics performance by enhancing logistics speed, improving logistics service quality, reducing costs and increasing efficiency, strengthening green logistics, and enhancing cross-border e-commerce logistics capabilities. This can improve customer satisfaction, and the paper proposes suggestions such as optimizing logistics networks, enhancing logistics service training, fine-tuning management, promoting environmentally friendly packaging, optimizing transportation methods, and improving cross-border e-commerce logistics networks.

The effect of the product categories diversity recommended on cross‐buying in electronic commerce platforms: The moderating role of user navigation heterogeneity

AbstractE‐commerce platforms encourage consumers' cross‐buying behavior to boost user traffic and trading volume. However, balancing the precision and richness of recommended information with the mechanisms influencing consumer cross‐buying remains unclear, which also poses challenges to the specific operation of these platforms. Therefore, this study leverages extensive online behavioral data from an e‐commerce platform, encompassing detailed records of 26,034 consumers. By employing unsupervised machine learning algorithms to distinguish the heterogeneity of consumer browsing, we apply clickstream data to explore the mechanisms of the impact of information diversity, specifically the breadth and depth of recommended product categories, on cross‐buying. This study reveals that the effect of diverse recommendations on online decision‐making undergoes marginal variations due to alterations in both the breadth and depth of these recommendations. Specifically, the depth and breadth of recommended product categories exhibit an inverted U‐shaped relationship with cross‐buying, initially promoting, and subsequently suppressing it. Additionally, consumers with different browsing behavior characteristics respond differently to recommendation diversity. Confused visitors and hedonic visitors positively moderate the depth of information and negatively moderate the breadth of recommendations with the inverted U‐shaped effect on cross‐buying. Search‐oriented visitors positively adjust the inverted U‐shaped relationship between the depth of information and the breadth of recommendations on consumer cross‐buying. This study enriches research on cross‐buying in the domain of recommendations on e‐commerce platforms from the perspective of information diversity, providing valuable insights for optimizing recommendation strategies, promoting cross‐buying behavior, and enhancing consumer loyalty.

The Role of Satisfaction in Mediating the Relationship between Brand Trust and Brand Image towards Consumer Loyalty on E-Commerce Platforms

The rapid development of communication technology today offers increasingly diverse forms of communication, making communication unrestricted by boundaries, distance, space, or time. This is also driven by the continuous growth in internet usage, which has become a lifestyle for people to meet their needs. One of the needs that massively utilizes the internet is the activity of purchasing goods or services online, or what is known as e-commerce, which refers to the use of communication networks and computers to conduct business processes. The online business world is closely associated with various issues such as fraud, dissatisfaction, and other forms of dishonesty by marketers. Customer satisfaction has a positive impact on customer loyalty. Customer loyalty is usually identified through repeated purchasing patterns. Satisfied customers tend to make repeat purchases and demonstrate loyalty to the product. Customer satisfaction is the feeling of pleasure or disappointment experienced by a customer when comparing a product's performance with their previous expectations of the product. If the product's performance fails to meet expectations, the customer will be dissatisfied. This research aims to determine whether satisfaction can mediate the relationship between brand trust and brand image towards loyalty. The population in this study consists of residents in Denpasar City, with the sample determined using purposive sampling. Data analysis techniques use SEM PLS.

Art design interventions as a catalyst for sustainable development and infrastructure enhancement in intangible cultural heritage

This study explores the transformative role of art design interventions in the sustainable development and infrastructure enhancement of intangible cultural heritage, with a particular focus on honored brands. The research develops a framework that positions aesthetic and interactive art design interventions as pivotal components in revitalizing these brands. Aesthetic interventions translate the brand’s core philosophy, spirit, and values into compelling visual symbols, harmonizing cultural heritage with modern image design to elevate brand reputation and consumer preference. Interactive interventions enhance user experience, particularly among younger demographics, by integrating technological and entertainment-based engagement, thereby strengthening consumer loyalty and brand influence. The study further investigates how these art design interventions serve as catalysts for broader social development, contributing to the modern relevance and societal impact of time-honored brands. Additionally, it examines the impact of these interventions on sustainable development, societal support, and policy alignment. By weaving together these elements, the research underscores the critical importance of aligning brand strategies with societal goals, fostering environments where brands actively contribute to social welfare and sustainable growth. The findings offer valuable theoretical insights and practical strategies for the sustainable development of time-honored brands, providing clear directions for future research and practice.

Features of consumer behaviour in the sphere of fast food catering on the Moscow market

The article presents the results of the empirical research of consumer behaviour features in the sphere of fast food catering in the Moscow market. The research method is a questionnaire survey with the use of digital technologies. The article reveals the loyalty of consumers to the visited fast food establishments; their motivation to visit new such places is determined; the awareness of consumers about the opening of new fast food establishments is studied; their preferences regarding the use of meal delivery services of these places and staying at them are revealed. The conclusions are formulated that direct visit to fast food restaurants remains a popular social practice among a significant part of consumers; digital meal delivery services of these places is actively used by consumers; visiting fast food establishments and ordering meal delivery there are typical for representatives of low-, middle-, and high-income audience segments; the communication activity of new fast food restaurants being opened is insufficient; the audience’s expectations from visiting these places and ordering food from them are not limited to the satisfaction of basic needs. The results of the research can be useful for the development of marketing strategies and advertising campaigns in the sphere of fast food catering as well as for the adjustment of business strategies of the restaurants.