User Loyalty Research Articles

Research on the Operation Status and Development Strategy of Wechat Public Account

With the continuous development and progress of global science and technology, the demand of users is increasing, and Wechat, as an important information exchange platform, plays an indispensable role in daily communication and communication. The Wechat public account, one of its main functions, plays a major advantage in disseminating information and providing facilitation services. However, how to create a fair public account environment so that each content production subject achieves satisfactory communication effects needs to be further studied. This paper studies the operation status and development strategy of Wechat public accounts. By searching and reading relevant materials and literature, it comprehensively analyzes the content production characteristics of different types of Wechat public accounts and finds that the development of science and technology and the needs of users are the main factors that promote the rapid development of Wechat public accounts. It is characterized by diversity of content and subject, fragmentation of content production, low publicity cost and high communication efficiency, accurate positioning of users, and secondary transmission. However, there are still many problems in the operation of Wechat public accounts, such as insufficient attention from content producers, homogeneity and vulgar content, irregular time of content release, fan conversion rate, and insufficient user loyalty. Content producers can win better communication effects by releasing high-quality content, enhancing user loyalty, expanding the dissemination scope by secondary communication, and using Wechat public accounts for product marketing in multiple ways.

Exploring Instructors' Experiences with Learning Management Systems: A Technological Perspective on User Satisfaction in Distance Learning

The rapid growth of educational technology in higher education has led to the widespread use of Learning Management Systems (LMS) in distance learning. However, limited research has focused on measuring instructors' satisfaction with these systems, despite its critical role in course engagement and enhancing student interaction with course content. This study proposes a comprehensive framework for evaluating instructors' satisfaction with LMS usage. Thus; We adopted DeLone and McLean's Information System Success Model to empirically assess the relationships between Information Quality (INQ), System Quality (SYQ), Service Quality (SQ), Perceived Usefulness (PU), User Loyalty (UL), and User Satisfaction (US). The results indicate that SQ has a greater effect on the US than SYQ, PU, and INQ. Moreover, the results show that the US has a significant direct influence on UL. The study focuses on higher education instructors and employs a questionnaire-based survey for data collection. Based on the results, it is recommended that LMS design should consider the needs of both instructors and students, incorporating the latest technological advancements. Neglecting instructors' satisfaction in LMS development could negatively influence the outcomes of distance learning courses.

DECODING DIGITAL LOYALTY: HOW SERVICE QUALITY, PLATFORM PERFORMANCE, AND MENU DIVERSITY SHAPE TRUST, SATISFACTION, AND RETENTION IN ONLINE PLATFORMS?

This quantitative study utilized Structural Equation Modeling (SEM) via Smart PLS to analyze data from 199 participants, exploring relationships between service quality, platform performance, menu diversity, trust, and customer satisfaction on online platforms. Contrary to typical findings that service quality and platform performance significantly drive trust and satisfaction, our study found no substantial direct effects from these factors. Instead, menu diversity was confirmed to enhance both trust and satisfaction, suggesting its continued relevance in securing user loyalty. The research also highlighted trust's mediating role between service quality and satisfaction, emphasizing its importance in digital consumer relationships. With shifting consumer expectations, platforms are advised to reevaluate service metrics, emphasize menu diversity, and use analytics to adapt to user preferences. Future research should consider expanding demographic diversity and employing mixed methods to better understand the evolving dynamics of online consumer engagement.

Analisis Kepuasan Pengguna Aplikasi Krealogi Pada UMKM Sumatera Barat

This study aims to test the effect of digital marketing on user loyalty of the Krealogi application on MSMEs in West Sumatra with user satisfaction as a mediating variable. The research method is quantitative with a causal approach. The population is MSME actors in West Sumatra with a total of 326 and a sample of 326 taken through total sampling. Data collection using questionnaires and SEM-PLS data analysis. The results of the study directly found that digital marketing and user satisfaction have a positive and significant effect on user loyalty. Digital marketing has a positive and significant effect on user satisfaction. The indirect result is that digital marketing has a positive and significant effect on user loyalty with user satisfaction as a mediator. The results of the determination coefficient test obtained an adjusted R-square of 0.495. This means that the variance of digital marketing (X1) in explaining user satisfaction (X2) is weak, namely 49.5%. The adjusted R-square value is 0.548. This means that the variance of digital marketing (X1) in explaining user loyalty (Y) is moderate, namely 54.8%.

Pengaruh Harga dan Promosi Terhadap Loyalitas Konsumen Pengguna Aplikasi Grab-Food di Yogyakarta

This research aims to determine the influence of price variables and promotion variables on consumer loyalty among Grab-Food users in Yogyakarta. The variables used in this study consist of independent variables, namely price (X1) and promotion (X2), as well as the dependent variable, which is consumer loyalty (Y). The data was analyzed using descriptive analysis, instrument quality testing (validity and reliability tests), and hypothesis testing through multiple linear regression (t-test and R² test), with a total of 100 respondents. The results of the analysis using the multiple linear regression equation show that price has a significant effect on consumer loyalty among Grab-Food users in Yogyakarta. This means that price significantly influences consumer loyalty and has a simultaneous significant effect on consumer loyalty. Consumer loyalty of Grab-Food users in Yogyakarta is influenced by price (X1) and promotion (X2), while the remaining factors are influenced by other variables not included in this study.

Influence of green practices on user loyalty in sport clubs

The sports industry contributes significantly to environmental degradation through its economic practices. As a result, there has been interest in reducing the impact through various initiatives in sectors such as sporting events, facility management, etc. However, these initiatives have not been studied in the sport sector, eluding the beneficial effects it could have on market positioning and user retention. Therefore, this study aims to assess the effect of green practices implemented by sports clubs on their users’ perceptions and loyalty. The GPSport and EPOD2 questionnaires were used on a total of 1732 users of 27 Spanish sports clubs, of whom 70% were men. In data processing, standard deviation, skewness, and kurtosis were used for psychometric properties; Cronbach’s alpha, AVE, and CR were used for correlations between factors, and CMIN, DF, and CFI were used to test the invariance of the factor structure across user groups. Perceptions of the service were predominantly positive. The construct with the highest value was satisfaction (4.36 ± 0.73), followed by loyalty (4.19 ± 0.79), with green practices scoring the lowest (3.01 ± 0.94). Perceived quality was a significant and direct antecedent of satisfaction, while satisfaction was a significant and direct antecedent of loyalty, with the former relationship being the strongest. Green practices were directly and significantly related to perceived quality, predominantly indirectly related to satisfaction, and mostly directly related to loyalty. For female users, the relevance of green practices as an antecedent of perceived quality and satisfaction was significantly higher. The results obtained suggest that green practices are an added value that improves users’ perceptions, especially among females, justifying the use of marketing strategies based on the adoption of green practices.

The Influence of Service Quality and Trust on User Loyalty through User Satisfaction DANA in Jakarta

The Influence of Service Quality and Trust on User Loyalty through User Satisfaction DANA in Jakarta

The influence of service quality, price, and promotion on GO-FOOD user loyalty

This research aims to analyze the impact of service quality, price, and promotion on Go-Food users in Jakarta, Indonesia. A total of 150 respondents from Jakarta participated in this study, providing data through a distributed questionnaire. Utilizing IBM SPSS Ver. 25, the author conducted statistical tests on the collected data. Results revealed that service quality (X1) and price (X2) had no significant impact on customer loyalty. However, the promotion variable was found to significantly influence customer loyalty among Go-Food users in Jakarta. This suggests the need for Go-Food to reassess its service quality and pricing strategies. Additionally, this research provides valuable insights for GoTo investors in their decision-making processes. Future studies could explore other variables affecting Go-Food user loyalty in Jakarta, thereby contributing to the theoretical foundation of online food delivery services

What Influences Users’ Continuous Intention to Use Function-Oriented Systems: A Different Impact Mechanism for Patent Information Platforms

Patent information platforms have become crucial for innovators to stay informed about technological advancements. These platforms, distinguished by their function-oriented nature, differ significantly from traditional systems, highlighting the need for research on user behavior impact. This study proposes a research model to investigate how information, system, and interface quality influence continuous use intention, with perceived pleasure and needs satisfaction as mediators. A survey with 468 users was conducted, followed by regression and structural equation modeling for path and mediation analyses. The findings indicate that information and system quality have positive but distinct impacts on perceived pleasure and needs satisfaction, while interface quality affects only perceived pleasure. Needs satisfaction mediates the impact of information and system quality on continuous use intention, whereas perceived pleasure does not. This study introduces a function-oriented scenario into information systems research and identifies the unique impact paths of information and system quality. For these function-oriented platforms, the influence of interface quality on needs satisfaction or perceived pleasure on continuous use intention is insignificant, establishing a new context relevant to pragmatism and push–pull–mooring theories. Practical insights are provided for managers to improve system efficiency and enhance user loyalty.

E-service quality in m-Health applications: The moderating effect of gender and domicile area

This study aims to investigate the effect of e-service quality (ESQ) in m-Health application on loyalty (LOY), focusing on the mediating customer satisfaction (SAT) and the moderating role of gender and domicile area on user loyalty. The study used quantitative research and the population of this study was m-Health application users with 260 respondents using the purposive sampling method. The analysis method used is PROCESS Macro Mediated Moderation Model 14 by SPSS 29. The results indicate that e-service quality positively and significantly affects user loyalty. Additionally, e-service quality has a positive and significant impact on consumer satisfaction and also the quality of consumer satisfaction has a positive and significant impact on loyalty. The study also found that customer satisfaction mediates the relationship of e-service quality on user loyalty. However, the demographic variables, gender, and domicile area were found have no impact on the relationship between consumer satisfaction and loyalty.

PENGARUH KEPERCAYAAN (TRUST), BELANJA ONLINE DAN GAYA HIDUP TERHADAP KEPUASAN KONSUMEN YANG BERDAMPAK PADA LOYALITAS PENGGUNA PLATFORM E-COMMERCE SHOPEE PADA KALANGAN MAHASISWA FAKULTAS EKONOMI DAN BISNIS UNIVERSITAS ABDURACHMAN SALEH SITUBONDO

Marketing is a dynamic field that hinges on the relationship between companies and consumers. In today's fast-paced world, companies must constantly adapt to the latest trends in product marketing. This research is of significant importance as it aims to delve into the influence of Trust, Online Shopping, and Lifestyle on Consumer Satisfaction, thereby impacting user Loyalty. The target respondents for this research were students from the economics and business faculty at Universitas Abdurachman Saleh Situbondo, selected using a simple random sampling method. The data analysis and hypotheses were conducted using the Partial Least Square-Structural Equation Model (PLS-SEM). The results of the direct influence hypothesis test using the smart PLS 3.0 application show that Trust has a significant effect on consumer satisfaction, Online shopping has a significant effect on consumer satisfaction, Lifestyle has a significant effect on consumer Satisfaction, Trust has a positive and insignificant effect on user Loyalty, Online shopping has a significant positive effect on user Loyalty, Lifestyle has no significant effect on user Loyalty, consumer Satisfaction has no significant effect on user Loyalty. The indirect influence hypothesis test results show that Trust has no significant effect on user Loyalty through consumer Satisfaction, Online shopping has no significant effect on user Loyalty through consumer Satisfaction, and Lifestyle has no significant effect on user Loyalty through consumer Satisfaction.

Mediating Role Of Satisfaction And Moderating Role Of Perceived Value: A Empirical Study Of Electronic Commerce In Indonesia

This research develops a research model where satisfaction is a mediating variable in the influence of e-service quality on loyalty. Then, perceived value acts as a moderating variable of the influence of satisfaction on loyalty. The object of this research is electronic commerce (e-commerce) in Indonesia. The sample in this study was 260 respondents taken using a purposive sampling technique. The respondent criteria used are that the respondent has an account at an online shop such as Shopee, Lazada, Tokopedia, and other online shops. Respondent also has made purchases at these online shops. Data was obtained through distributing questionnaires. Hypothesis testing is carried out using simple regression analysis, mediation tests, and moderation tests using the Hierarchical Moderated Regression (HRM) technique. Research finds that partially e-service quality has a significant influence on Satisfaction and also on Loyalty. Satisfaction also has a significant influence on loyalty. This research also found that satisfaction is a variable that can mediate the influence of E-service quality on loyalty. However, on the contrary, this research found that perceived value does not moderate the influence of satisfaction on the loyalty of E-Commerce users.

Investigating the Factors Influencing User Loyalty, Purchase Intention, and Word-of-Mouth in Virtual Reality

Abstract This study investigates the determinants of loyalty, purchase intention, and word-of-mouth (WOM) recommendations in the context of virtual reality (VR) technology, focusing on sensory design components such as visual (color, navigation design, aesthetics, shape, and product design), tactile (touch), and auditory (audio) elements. Employing partial least squares structural equation modeling, data from individuals experienced with VR headsets were analyzed to explore how these sensory aspects influence user behavior. Contrary to expectations, color did not significantly influence attitude or satisfaction. Navigation design significantly impacted both user attitude and satisfaction, highlighting its importance in the VR experience. While aesthetics were found to positively affect user attitude, they did not significantly influence satisfaction. Interestingly, the shape of VR devices influenced satisfaction but not attitude. The product design of VR devices significantly affected both attitude and satisfaction, but audio factors did not significantly impact either. The results indicate that user attitude significantly influences loyalty, purchase intention, and WOM, as does user satisfaction. This reveals the critical role of design and sensory elements in shaping user experiences and preferences within VR environments, offering insights for developers and marketers aiming to enhance user engagement and loyalty.

Comparative Analysis of Price and Service Quality Factors on Shopee and Lazada User Loyalty

This study aims to determine whether or not there are differences in price and quality factors on Shopee and Lazada user loyalty. The research method used is variable data, namely by giving questionnaires to Shopee and Lazada users with a sample size of 36 respondents. The analysis technique used in this study is the Normality Test, Homogeneity Test, and Independent Sample T-Test. The results of this study indicate that there is no difference between product quality and price on the Shopee and Lazada marketplaces. While in data analysis using SPSS 24. Keywords: Product Quality, Loyalty, Price, Shopee, Lazada.

Research on emotional interaction among live streaming sales users based on the interactive ritual chain

With the development of the Internet and 5G technology, live streaming has become the choice for more and more users to buy goods. This article takes "TIME WITH YUHUI" live streaming room as the research object, and analyzes the generation and dissemination process of user emotions in live streaming sales based on the interactive ritual chain theory. Live streaming sales is not only a sales method, but also a process of emotional communication. Through the four elements of the interactive ritual chain - group gathering, common focus, shared emotional experience, and group emotional gathering, live streaming rooms have successfully promoted the interaction and dissemination of user emotions. In the "TIME WITH YUHUI" live streaming room, through the interaction between anchor Dong Yuhui and users, a strong emotional cohesion has been formed, breaking the limitations of traditional live streaming sales and achieving a high degree of emotional gathering and dissemination among users. This article also explores the optimization path of emotional communication in live streaming rooms, proposes strategies to enhance interactivity, expand live streaming themes, enhance cultural and emotional values, etc., in order to promote the long-term development of live streaming rooms and enhance user loyalty.

The Influence of Perceived Easy of use and Perceived Usefulness on Dana user Loyalty on Surabaya with Satisfaction as a Medaiting Variable

This research aims to determine the influence of perceived ease of use and perceived usefulness on DANA user loyalty in Surabaya, with satisfaction as a mediating variable. Quantitative research methods were used in this research. The sample selection technique used is convenience sampling. Data collection was carried out by giving questionnaires to 105 students using DANA in Surabaya. The data obtained was then analyzed using variance-based Structural Equation Modeling (SEM). approach, also known as an alternative SEM method using Partial Least Square (PLS SEM) software. The findings of this research show that perceptions of convenience and benefits have a positive and significant effect on the loyalty of DANA users in Surabaya. Perceived convenience and perceived benefits mediated by satisfaction have a positive and significant effect on loyalty among DANA users in Surabaya.

체감형 운동 게임의 실재감이 사용자 만족도에 미치는 영향 - 몰입 경험에 기반한 매개 효과 분석

체감형 운동 게임의 실재감이 사용자 만족도에 미치는 영향 - 몰입 경험에 기반한 매개 효과 분석

Pathways linking expectations for AI chatbots to loyalty: A moderated mediation analysis

Despite the prevalence of generative AI chatbots such as GPT and Bard, scholarly inquiry into how users' enduring expectations influence their engagement with AI chatbots remains scant. Drawing on expectation violation theory, the present study examines how user expectations, informed by belief in machine heuristics and concerns over human uniqueness, impact chatbot loyalty through a moderated mediation framework. A questionnaire survey of 900 participants in China revealed that belief in machine capabilities bolsters users' perceptions of machine intelligence, which in turn, enhances user loyalty. Interestingly, when users encounter service failures that challenge their expectations, their perceived intelligence of the chatbot intensifies rather than diminishes. In contrast, expectations shaped by human uniqueness concerns diminish users' perceptions of machine intelligence and, consequently, their loyalty, which remains consistent regardless of the encounter with AI failure. The study also delves into the theoretical contributions of these findings to the evolution of expectation violation theory within the sphere of human-robot interaction.

Pengaruh Brand Image dan Harga terhadap Loyalitas Penggunaan Paket Data Internet Telkomsel pada Mahasiswa Fakultas Ekonomi dan Bisnis Universitas Islam Sumatera Utara

This study aims to determine the effect of brand image and price on loyalty of Telkomsel Internet Data Package users in students of the Faculty of Economics and Business UISU Medan. The population of this study were 160 students of the Faculty of Economics and Business UISU Management. Study Program, sampling using the Slovin formula obtained a sample size of 62 samples and allocated to each stratum using the proportional random sampling formula, the data was analyzed using the SPSS 20 program. Based on the research results, it can be concluded that the brand image variable has a significant effect on user loyalty while the price variable has no significant effect on user loyalty, brand image and price have a significant effect on user loyaltys performance

Uncovering Differences: A Study on Loyalty in Esports Mobile Apps by Gender

Abstract The aim of this research is to assess the existence or absence of differences in brand perceptions of users of an esports mobile app according to gender. In addition, it intends to discover the explanatory capacity of brand variables for the prediction of user loyalty, to understand how these variables influence perceptions according to gender, and to contribute to the creation of strategies more aligned with the interests and needs of each target audience. The study involved 1,668 users of an esports tournament mobile app. An online questionnaire created for this purpose was used to discover users’ perceptions of brand awareness, corporate image, perceived quality, and loyalty. The data were analyzed by creating structural equation models according to gender. The study shows the absence of significant gender differences in the values of the brand variables, with higher means in the case of men. In addition, the important role of brand awareness, corporate image and perceived quality in understanding the loyalty of users of an esports app is confirmed for both genders, with differential aspects in the explanatory weight of some variables according to gender. This study analyses brand perception in mobile sports apps and its relationship to user loyalty, a context that has been little analyzed so far at the brand level. In addition, it does so from a gender perspective, contributing to elimination of existing barriers and stereotypes in the context of esports events by discovering possible differences that allow managers to address each target audience more effectively.