Measuring Customer Loyalty Research Articles

RNSC: A hierarchical deep learning model for net promoter scoring understanding by combining review and note through semantic consistency

The Net Promoter Score (NPS) is a widely-used metric for measuring customer loyalty and is an essential element in customer service analysis. To understand and analyze NPS effectively, customer-generated content, such as customer reviews, is commonly employed. Nevertheless, the information provided in customer-generated content may sometimes be inadequate. In this paper, we aim to enhance NPS understanding by incorporating a valuable employee-generated content known as employee notes, which provide insights into the internal operations of the enterprise's customer service. Considering the different standpoints of the two pieces of textual information, the semantic consistency is defined to calculate the semantic relationship between them, which helps better understand and analyze NPS. To effectively capture the crucial semantic consistency relationship and enhance the understanding of NPS, we propose a hierarchical deep learning approach, called RNSC (Review, Note and Semantic Consistency), which employs a bidirectional LSTM (BiLSTM) and a semantic consistency recognition module to encode and identify the local relationship between customer reviews and employee notes. Based on the trained model, the attention mechanism can detect and output the keywords that significantly contribute to the NPS through semantic consistency, showing its potential for supporting diagnostic analysis and further service optimization. Extensive data experiments, such as comparison with baseline methods, ablation experiments, and sparse data experiments, verify the superiority of the proposed RNSC approach.

The Role of Customer Satisfaction and Awareness as A Measure of Customer Loyalty- A Study on Select Banks

Purpose: The study wants to examine customer loyalty through customer satisfaction and awareness using developed constructs for select Nifty Banks. Theoretical framework: The theoretical framework for the study is to analyze customer loyalty through customer satisfaction and awareness using constructs of General Services (GS), Product Cognizance (PC), Technology Services (TS), and Social Responsibility (SR). Design/methodology/approach: The cluster sampling method was used to collect data from bank customers (n=360) using the self-administered questionnaire. The research used Partial Least Squares – Structural Equation Modelling (PLS-SEM) to test the hypothesis using SmartPLS 4. Findings: The result showed, that there is low customer satisfaction with Technology Services (TS) and that hypothesis was rejected. Research, Practical & Social implications: The study has provided recommendations for banks were discussed to pay more attention to customer fulfilment and awareness which convert satisfaction to customer delight. Originality/value: Due to market sustainability and dynamics, the Indian banking industry has undergone many major changes such as digital banking units (DBU), digital currencies, and social green initiatives. Bank has incorporated many advancements to overcome its rivals. So, the study wants to know the customers are aware of these changes among their banks and whether they are satisfied with products and services. Contribution/Originality: The study wants to rank the select banks of India based on the constructs built, which measure customer loyalty through customer satisfaction and awareness.

PENGARUH KEPERCAYAAN ATAS MEREK TERHADAP LOYALITAS NASABAH PADA BANK BTPN KCP KABANJAHE

This research aims to determine the extent of the influence of brand trust on customer loyalty to the Bank BTPN KCP Kabanjahe. To withstand the competition, the author believes that the company must maintain confidence in the brand to remain strong in mind and in accordance with customer expectations, which creates loyalty to the brand owner. The indicators used to measure customer loyalty due to confidence in the brand, namely a repeat purchase on a particular brand, the habit of consuming certain brands, pleasure in a particular brand, steadiness on specific brands, assuming the specific brand is the best and recommend a particular brand to others. The results showed the model of linear regression equation Y = 11.962 + 0,605X, with a very significant t-test and test of determination R2 = 0.427. The conclusion that confidence in the brand significantly positively affects customer loyalty amounted to 42.7%, and other factors determine the remaining 57.3%.

The Role of Customer Satisfaction and Awareness as A Measure of Customer Loyalty- A Study on Select Banks

The Role of Customer Satisfaction and Awareness as A Measure of Customer Loyalty- A Study on Select Banks

NPS from the customer’s perspective: The influence of the recent experience

The Net Promoter Score (NPS) is a popular metric for measuring customer loyalty and is claimed by Reichheld to predict a company’s growth. However, various academic studies provide controversial results regarding its reliability and prediction powers. This study analyzes how respondents answer the likelihood-to-recommend (LTR) question in different predescribed and validated situations. One thousand participants are presented with situation descriptions that consist of previous and recent experiences with a bank and are asked how they would respond to the LTR question after such an experience. The results indicate that respondents do not always give a high score for good experiences, and a low score for bad experiences. However, with a high number of respondents, the different answering approaches even out, and the NPS results are higher for good than for bad experiences. Additionally, we notice that whereas negative experiences are evaluated as low by all respondents, Generation X and Boomers tend to give lower scores for neutral and positive experiences. Those with lower income and basic education give lower scores for neutral experiences. The recent experience influences the customer’s likelihood of recommending more than the previous experiences with the company.

Factors Influencing Customer Loyalty in the Retail Banking Sector: A Study of Financial-Banking Services in the Republic of Moldova

Purpose of this research is to identify the nature of loyalty, the valence/dimensionality of this concept, and the factors that determine customers of banking products/services in the Republic of Moldova to establish long-term relationships with the bank and remain loyal to it, thereby proposing targeted measures the banks could take to keep their customers. Online survey data of 363 customers of financial-banking products/services in the country was extracted, counted, and analyzed, and the statistical results reveal that loyalty to a banking service is similar to that in interpersonal relationships, and bank-client relationships can generate friendships or even lasting partnerships over time due to proper behavior. Based on analysis results, this paper identifies manifestations of loyalty, figures out factors for developing loyalty and trusting relationships and for improving customer attitude, and innovatively proposes a few suggestions for financial institutions to formulate customer loyalty problems and develop long-term relationships with their customers, including measuring customer loyalty level to identify genuinely loyal customers, ensuring the bank’s efforts to build customer loyalty is recognized in the entire institution, relating the value of each customer to the value of rewards provided in the loyalty program, and rewarding customer loyalty according to customer priorities. Research results attained in the paper could assist bank managers in the Republic of Moldova in making managerial decisions to prevent customers from migrating to competitors and establish long-term relationships with them, and the conclusions and suggestions might be applicable to banks in other counties with similar problems around the globe.

Customer Loyalty and Relationship Marketing in the Nepalese Telecommunications Sector

RM (Relationship Marketing) and CL (Customer Loyalty) have attracted a great deal of academic and professional attention over the past few decades. RM became a key trend in the marketing and management industries. Mobile communications networks have been a prominent infrastructure driving substantial economic growth in developing countries like Nepal. This study investigated CRM (Customer Relationship Marketing) and CL in the telecommunication industry in Nepal. A descriptive and causal-comparative research design has been adopted for this study as it seeks to identify the key variables of CRM and CL in the telecommunication industry in Nepal. Using survey methods, structured questionnaires with a five-point Likert scale on each dependent and independent variable were administered to obtain responses from mobile users. In this study, quantitative techniques have been used to analyze primary data collected through a survey. This study found a positive relationship between CL and its variables trust, communication, commitment, and conflict handling. Trust and commitment were the primary factors of CL in RM in the Nepalese telecom industry, with varied effects according to the measures of CL.

The importance of online reputation measurement tools and their use in establishing managerial objectives focused on efficiency

Online communication has become increasingly important for businesses in recent years, as interactions with customers can often occur through digital channels such as email, social media and web forms. In order to properly manage these online interactions and ensure that the customer experience is satisfactory, it is essential for companies to establish managerial objectives aimed at increasing efficiency. One way of achieving this is through the use of online reputation measurement tools. These tools allow companies to measure customer satisfaction, as well as customer sentiment, in real time and on an ongoing basis. This can be a valuable source of feedback in helping companies identify areas where they can improve their customer experience and ensure that they are delivering on their promises. Such tools can also be used to measure customer loyalty and identify customer segments that have higher loyalty levels, which can in turn be used to develop more targeted marketing campaigns. Additionally, these tools can be used to monitor customer complaints and resolve customer service issues more quickly and effectively. Overall, the use of online reputation measurement tools can be a powerful and useful tool for helping companies establish efficient managerial objectives. By providing a comprehensive view of customer sentiment and satisfaction, these tools can help companies identify customer issues and target customer segments more accurately. In addition, they can also be used to measure customer loyalty and help businesses develop more effective marketing campaigns. Ultimately, a better understanding of customer sentiment can lead to improved customer satisfaction and higher customer loyalty levels, resulting in higher efficiency and profitability.

Measurement of Service Quality Perception, Customer Satisfaction, and Customer Loyalty in PT Medika Antapani

Indonesia had 11,347 clinics in 2020, 10,238 Pratama, and 1,109 Utama. West Java Province had the most clinics in 2021, with 6,572 Pratama and 1,042 Utama. Private Bandung public health provider PT. Medika Antapani 2020–2021 customer visits decreased. Pratama clinics in Kiaracondong have almost doubled to 15 clinics, giving cash clients many options. To compete, health services must constantly improve service quality to satisfy customers and build loyalty. This research helps PT. Medika Antapani meet customer service needs. The author uses a descriptive and causal research design. The author distributes Likert scale questionnaires to 200 respondents who meet the criteria. According to a descriptive analysis of 200 respondents, most are male, 60-74 years old, live in Cisaranten Endah, are employees, and use general practitioner services. The total average for causal analysis was 3,088, 3,127, and 2.93 for service quality, satisfaction, and loyalty. Satisfaction and service quality affect loyalty by 84.1%. Service quality improvements are needed in PT Medika Antapani for addressing six areas, including low scores on the latest equipment, recruiting Ob-Gyn doctors, and providing reminder messages. For future recommendations, PT Medika Antapani must evaluate its services to maintain quality and develop in areas service users need.

Measurement of Service Quality Perception, Customer Satisfaction, and Customer Loyalty in PT Medika Antapani

Measurement of Service Quality Perception, Customer Satisfaction, and Customer Loyalty in PT Medika Antapani

Development of Customer Loyalty Measurement Application using R Shiny

Shopee is a successful e-commerce platform in Southeast Asia today, becoming the leading choice for customers who want to shop online and has built loyal relationships with customers. Apart from Shopee, many other e-commerce companies also emphasize the importance of building customer loyalty as their primary goal. This research will explore the main factors that play a role in creating Shopee customer loyalty. By measuring customer loyalty, which refers to the variables of customer satisfaction, promotions, data security, and customer service. Through the Structural Equation Modeling Partial Least Squares (SEM-PLS) method. Research data was obtained by distributing questionnaires to 180 customers who purchased on Shopee, distributed via TikTok. The research results show that two hypotheses were tested to understand the influence of variables on customer loyalty. The results show that customer satisfaction has a significant impact that exceeds other variables in creating customer loyalty. Promotion and data security also contribute positively, while customer service, although it has a positive effect, is not significant in influencing customer loyalty. The research conclusion emphasizes customer satisfaction as the primary strategy for maintaining and increasing customer loyalty, especially in the tight competitive environment in the e-commerce industry.

Examining the Effect of Customer Relationship Marketing on Customer Loyalty at CIMB Niaga Bank, Indonesia

Cimb Niaga Bank needs a surefire strategy to win competition in the banking world, and relationship marketing is one of the strategic concepts that can be used by banks to win competition. Thus, this study aims to examine the effect of customer relationship marketing on customer loyalty. This study is designed using a quantitative approach through survey questionnaire. A total of 100 CIMB bank customers participated in this study. The sample of this study is CIMB bank customer follower in CIMB_Niaga's Instagram account as much as 266,000. The collected data analyzed using descriptive statistics and multiple linear regression. In addition, the data collection techniques used in this study are through literacy studies as well as data on the bank's annual performance report. The result indicated that financial benefits, social benefits and structural benefits have a significant and positive effect on customer loyalty. In conclusion, this study identified that the customers consider to always be loyal and customers have a benefit to always be in touch with Cimb Niaga Bank. Financial benefits are the existence of rewards in the form of prizes in the form of prizes in the form of prizes in the draw to customers or souvenirs given to customers. Social benefits are maintaining good relations with customers, able to solve well the problems faced by customers quickly. Structural benefits where the bank can guarantee customer funds so that Bank CIMB Niaga can improve performance because it can provide relationship benefits to customers. Of the three benefits that most dominantly affect customer loyalty is the social benefits. This study provides advice or assistance for CIMB Niaga Bank to increase the customer loyalty. Further research can expand the scope of study considering more detailed approach in measuring customer loyalty.

39 Bakers: roadmap to profitability through customer management

Learning outcomes 1. To analyze the various business models and choose the best model to contribute maximum profit to the company.2. To understand the importance of customer management with the help of the Net Promoter Score in the food retail context.3. To develop customer loyalty strategies and implement them to improve customer management? Case overview/synopsis 39 Bakers, a multi-outlet bakery chain in Jammu, India, is run by its founder Gagan. 39 Bakers, through its retail outlets across the Jammu region, offers a variety of products, ranging from bakery items that include blends of Indian and Italian cuisines, offering more than 1000 stock keeping units (SKUs). Through its high-quality offerings at an affordable price range, the brand has carved a niche in the hyper-competitive bakery market of the Jammu region. Gagan, has closely seen the Jammu market and customer preferences and strongly perceived that the customers in the Jammu region are very price sensitive. Thus, he has always been very reluctant to increase the prices of his product offerings at 39 Bakers. He has always believed that any drastic price rise may lead to immediate dissatisfaction and customer churn and therefore has not increased the prices at 39 Bakers for two years in a row. While this decision of Gagan paid off in terms of its popularity and recognition as one of the highly recommended bakery chains among customers, it drastically impacted the bottom line (i.e. profitability) at 39 Bakers, especially in the year 2020–21. Getting popularity at the cost of dipping profitability made Gagan rethink his decision to be protective of price increases at 39 bakers. How can he measure customer satisfaction and loyalty? Which loyalty strategies will work for the huge customer base of Jammu? Should he change his business model from B2C to B2B? How can loyalty be established? How can he manage his existing and loyal customers through price increases? Complexity academic level The case study is suitable for undergraduate and postgraduate courses in Marketing Management and Retail Marketing. The case study’s focus can be on the importance of pricing, business model evaluation, customer management analysis, customer loyalty, Customer Loyalty analysis, and net promoters score. The case can also be useful to entrepreneurs and regulators. Supplementary materials Teaching notes are available for educators only. Subject code CSS 3: Entrepreneurship.

Exploring the Influence of SERVQUAL Dimensions of Reliability, Responsiveness and Assurance towards Consumers Loyalty: The Mediating Effect of Commitment-Trust Relationship Marketing Theory

With the surged of mobile apps usage among businesses ever since the outbreak of Covid-19, studies relating to the usage of mobile apps become important. An understanding of it ensuring better services being provided and enhance competitiveness among the mobile apps delivery provider. As such, this study is crucial to gauge the underlying factors that influence the quality of services delivered by the company’s mobile apps and determine the user’s loyalty. This study specifically examine the impact of SERVQUAL dimensions that comprises of reliability, responsiveness and assurance on customer loyalty and the mediating role of customer trust in the mobile apps delivery in Selangor. Conventionally, SERVQUAL refers to the customer’s overall evaluation of service firms’ attributes by comparing their expectations and actual performance (Parasuraman et al., 1988). This is a quantitative research, whereby a simple random sampling will be used for selecting the participants from the state of Selangor, Malaysia. An online questionnaire with five-point Likert scale will be applied for data collecting purposes. Partial Least Square Structural Equation Modelling (PLS-SEM) will be used to analyse questions on the SERVQUAL dimension; reliability, responsiveness and assurance, and trust to customer loyalty. This study attempt to offer a comprehensive understanding of trust and customer loyalty in the Malaysian mobile apps delivery. Subsequently, it also provides an insight on the important dimensions necessary in developing quality mobile app delivery. Findings from this study may postulate a theoretical framework for measuring customer loyalty toward the mobile app delivery. In addition, it may aid mobile app delivery industry players plan for better quality mobile app services to retain their customers. This study may also pave ways for future studies such as incorporating other variables to the SERVQUAL model (e.g.: tangibility and empathy) and covering other scope of study.

Effect of Customer Experience and Customer Value Towards Customer Loyalty and Satisfaction on B2B Food and Beverage Sector

This study aims to study the effect of customer experience and value on customer loyalty and satisfaction in B2B industry which researchers limitedly discussed. The organization needs to implement customer experience management to create value for customers' purchase intention and win the market competition. One essential key to maintaining customer loyalty is good customer experience management. The elements of customer experience management consist of customer experience, customer value, and purchase intention. The research is cross-sectional quantitative research. An online survey using Google Form was carried out using the purposive sampling technique in 2021 and obtained 85 valid respondents who are corporate customers of a food and beverage manufacturing company located in Tangerang. Respondents were asked 23 closed ended on five scales Likert: strongly disagree to strongly agree. Data were analyzed using PLS-SEM (Partial Least Square – Structural Equation Model. The result shows that customer experience significantly affects customer value, loyalty, and satisfaction. Customer value significantly affects customer loyalty but is not significant to customer satisfaction. 
 Customer experience involves the customer's response to the customer's journey. However, the nature of customer experience is quite complicated; therefore, measurement of customer satisfaction and customer loyalty is used more often. Customer value is related to the company’s product excellence, which has a long-term effect resulting in customer loyalty. Therefore, organizations need to focus on building customer experience management and long-term customer value.

A Study on the Factors Contributing to Customer Loyalty in Budget Hotels in Cairo And Alexandria, Egypt

Customer loyalty has gained great consideration in recent years. It is crucial for hotel’s success and survival in this competitive market. This research intends to determine the factors contributing to customer loyalty in budget hotel sector in Egypt. This research was investigated by adopting a quantitative research approach. A structured survey was set up involving 33 items to measure customer loyalty and investigated constructs. The outcomes of this study highlighted low level of customer loyalty in budget hotels in Egypt. Four determinants were identified to have major positive impact on customer loyalty respectively: corporate image, price perception, physical environment and switching costs whereas CSR did not have significant effect on customer loyalty. The research implies that budget hotels’ managers should invest in improving the factors that were identified as influential/supportive to attract and retain customers. They should deal with customer loyalty as a strategic target and maintain a long-term relationship with customers to enhance their repurchasing intentions. This research contributes to boost customer loyalty in the context of budget hotel sector. It provides a range of tools and recommendations that will motivate customers’ re-buying behavior and make them more emotionally-tied to small hospitality organizations.

Net Promoter Score (NPS) and Customer Satisfaction: Relationship and Efficient Management

The NPS index is used in the hotel industry to measure customer loyalty and, by extension, customer satisfaction. Many hotel companies set their annual budget based on this index and include it, together with annual economic results, for evaluation when deciding on a potential management bonus. For managers in some companies, achieving a high NPS becomes nearly as important as achieving strong economic results. The purpose of this research is to deepen the study of the NPS index by analysing the existing relationship that the model has with customer satisfaction, focusing on the following main areas of a hotel: reception, cleanliness and room comfort, and gastronomy. To do so, this study uses fuzzy set qualitative comparative analysis (fsQCA). New evidence of value is offered based on the analysis of a sample of six hotels (4 and 5*) located in the Balearic Islands, Spain (Mallorca, Minorca, and Ibiza). In total, 557 surveys were completed in August 2021 and 571 surveys were completed in August 2020, and therefore both sample groups were impacted by a Black Swan (BS) event, the COVID-19 pandemic, in two different stages of its trajectory. The results suggest that in the study sample, the key factor in achieving a high NPS was (1) gastronomy in 2021 (after more than one year of the COVID-19 pandemic), and (2) cleanliness and room comfort in 2020 (at the beginning of the COVID-19 pandemic). These results offer insights for hotel managers, as well as for academics who can develop new lines of research on the subject.

Corporate sustainability and customer loyalty: The role of firm’s green image

We aimed to investigate the influence of corporate sustainability on customer loyalty. Participants were 790 customers from mobile telecommunication, retail banking, and the manufacturing sector of the Ghanian economy (female = 42%, age range = 18 to 65 years). The customers completed existing measures of corporate sustainability, green image, and customer loyalty. Data were analysed by performing structural equation modeling using SmartPLS. The path coefficient of the direct model indicated higher levels of environmental sustainability and economic sustainability were associated with higher levels of customer loyalty. The outcome of the indirect effect test indicated that green image of business organisations does not influence the relationship between economic and environmental sustainability and customer loyalty. Organisations should endeavor to implement robust and deliberate sustainability strategies to enrich the green orientation and reputation of firms to attract the attention and inputs of relevant stakeholders.

Measuring Customer Loyalty and Satisfaction of Bank Bantul Using CRM and Service Quality

This study aims to analyze and describe the effects of the service quality and customer relationship management at PD BPR Bank Bantul on the customer satisfaction and loyalty. The object of this study is PD BPR Bank Bantul, while the subjects of the study are customers taking the SMEs credit offered by the Bank. Method of analysis used in this study was Structural Equation Modelling (SEM) with the help of the AMOS program. The number of respondents was 170, taken using purposive sampling. The criteria for the sampling are as follows: the respondents are taking the SME’s credit at PD BPR Bank Bantul, residents in Bantul Regency, who are individual customers, who have been 2 years or more customer and have done 2 or more credit transactions. Data was collected through questionnaires distributed directly to the respondents and through the google form. Based on the results of the analysis, show that service quality has no significant effect on customer satisfaction, customer relationship management has a positive and significant effect on customer satisfaction, service quality has no a positive and significant effect on customer loyalty, customer relationship management has a positive and significant effect on customer loyalty and customer satisfaction has a positive and significant effect on customer loyalty. In conclusion this study accepts 3 hypotheses and rejects 2 hypotheses.

Measurement Of Customer Loyalty On Products Indonesian Brands With Net Promoter Score (NPS) Method In Medan City Middle Class Consumers

The increasing number of graduates from universities who already have jobs have resulted in the rapid growth of one of the categories of middle class society in Indonesia. Indirectly it has an impact on increasing income which results in changes in lifestyle and purchasing power as well as changes in the choice of brands used by a person. Various kinds of products that are classified as luxury goods have now become a necessity for supporting the lifestyle of the middle class in this modern era. This middle class consumer is included in the Climber Middle Class category which is the largest segment among the 8 Middle Class Faces. And generally Climbers are known as hard-working figures who try to improve their economic status, are highly educated, do not have much experience (just got a job or are still building their careers) and tend to be the backbone of the family. This research was conducted using the Net Promoter Score (NPS) method which was then continued by measuring the customer experience (Customer Experience) through the touch point (moment of truth) of each brand studied. The number of population in this study is unknown, so the sample used is 125 respondents. Secondary data were also collected through books, magazines, and literature to support the analysis in this study. This method uses quantitative descriptive analysis. The results of this study indicate that there are 25 brands out of 96 brands studied that have a negative Net Promoter Score (NPS).