Purchase Loyalty Research Articles

Pengaruh Kualitas Produk Dan Citra Merk Terhadap Sikap Serta Dampaknya Terhadap Loyalitas Pembelian Produk Sepatu Bata Di Toko Cabang Mall Paragon Semarang

This study aims to analyze and describe the effect of product quality and brand image on consumer attitudes and the effect of consumer attitudes on product purchase loyalty at Bata Shoe Store Mall Paragon Semarang. This research is a type of descriptive quantitative research. This research is a type of descriptive quantitative research. The data collection technique in this study was a questionnaire which was prepared by reducing several aspects related to the research variables. The data collection tool in this study refers to the Likert Scale. Each statement item provides alternative answer choices prepared based on the Likert Scale with a range of five scales (1 to 5) which describe the level of conditions, namely certain categories that represent the respondent's answer choices. Research variables include independent variables consisting of product quality (X1) and brand image (X2), while the dependent variables in this study are consumer attitudes (Y1) and purchase loyalty (Y2). The data instrument test in this study uses validity and reliability tests. Model testing is done with the coefficient of determination test and the F test. Hypothesis testing uses a partial significance test or t test with the help of the SPSS application. The research findings are (1) Product quality has a significant effect on consumer attitudes (2) Brand image has a significant effect on consumer attitudes. (3) Consumer attitudes have a significant effect on loyalty.

Artificial intelligence-powered digital solutions in the fashion industry: a mixed-methods study on AI-based customer services

ABSTRACT The use of AI chatbot applications with social media messengers aims to shape the ‘online to offline' approach to chat-based purchases. Using a sequential mixed-methods approach, we examined customer experiences with and the uses and gratifications of AI chatbots, and the influence of customers' perceptions of service quality in AI-based customer services on favourable customer experiences, brand loyalty and purchase loyalty. Twenty-five online shoppers participated in our qualitative study, which was analysed using a thematic analysis. Subsequently, our quantitative study involving 423 online shoppers employed structural equation modelling. We identified that seeking an instant response, real-time information, fast navigation and transactions and useful advice and suggestions were the uses and gratifications of AI chatbots. Furthermore, customers’ perceptions of empathy and automated responsiveness in AI chatbots were determinants of positive customer experiences with AI-based customer services. Favourable customer experiences with AI chatbots affected brand loyalty, which in turn influenced purchase loyalty.

The Effect of Digital Marketing on Purchase Loyalty with Customer Satisfaction as an Intervening Variable on Products Starbucks in Sukoharjo

The purpose of this study was to determine the effect of digital marketing on purchase loyalty with customer satisfaction as an intervening variable on Starbucks products in Sukoharjo. This research method is quantitative. The population in this study was Starbuck Coffee consumers in Sukoharjo. The sampling technique for this research is nonprobability sampling. The sample in this study amounted to 100 respondents. The data analysis technique in this study uses Partial Least Square (PLS) using the help of SMARTPLS Software. The results of this study are digital marketing has a significant positive effect on purchase loyalty. Digital marketing has a significant positive effect on customer satisfaction. Customer satisfaction has a significant positive effect on digital marketing. The conclusion of this study is that digital marketing affects purchase loyalty with customer satisfaction as an intervening variable on Starbucks products in Sukoharjo

PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN PADA PT BERKAH SYAHRIE SEJAHTERA TANGERANG

Providing satisfaction to consumers is a strategic step in achieving company goals. Because of this, it can influence consumers to continue using the products/services being sold, so that sales volume increases and provides big profits to the company. The purpose of this study was to determine the effect of service quality and price on customer satisfaction at PT Berkah Syahrie Sejahtera Tangerang either partially or simultaneously. The method used is quantitative associative method. The sampling technique used the slovin formula and the sample in this study was 87 respondents. Data analysis used validity test, reliability test, classical assumption test, regression analysis, correlation coefficient analysis, coefficient of determination analysis and hypothesis testing. The results of this study indicate that the relationship between satisfaction with service quality and price is very large. This indicates that consumers are satisfied if they get good service and get the right price. In addition, if the company provides good prices and services simultaneously to consumers, it is possible to strengthen satisfaction which has implications for the birth of purchase loyalty

RETAIL MARKETING OF SMALL FORMAT COMMERCIAL INSTITUTIONS

Retail trade has always been an extremely dynamic industry, especially in terms of innovation in both products and business models, in the application of technologies and marketing tools, in the digitalization of retail processes and the rapidity of the transition to hybrid forms of sales. The speed of introduction of new marketing technologies is increasing, so Ukrainian retail companies of various sizes and formats need to take into account the experience of foreign retailers, both hypermarkets and large supermarkets, as well as stores in the "convenient store" format. Each player in the retail trade must understand his responsibility for the formation of purchase loyalty - repeat purchase depends on the location, assortment, service, convenience and positive experience of visiting a particular store. The content of marketing of trade enterprises is determined by the nature of the trade enterprise's activity, the format and form of the organization of trade, the sources of purchase of goods, the composition of buyers and many other factors.
 For retail, marketing innovations and constant changes are not just a necessity, but also an opportunity to rethink work processes and business development; implementation of modern technologies, integration of new products, business models and quick response to customer wishes. When choosing new technologies and innovative solutions for small retail formats, it is advisable to focus on relevant marketing technologies, tools and cases, to pay attention to the size of the store or network, the average area of retail outlets, and the matrix of products they are effective for.

Pengaruh Perilaku Konsumen terhadap Loyalitas Pembelian di Masa New Normal (Studi Kasus pada OneZo Indonesia)

The COVID-19 pandemic has changed the lives of all of us in many ways, including the type of food and consumption patterns. These changes are likely to have great impacts and take effect for a long period of time. An industry that is closely related to major changes, namely the world of Food and Beverage (F&B). COVID-19 and the restriction scheme issued by the government will determine changes in the way to obtain F&B needs. One of the factors that must be considered is consumer behavior in order to gain customer loyalty. There are four factors that influence consumer behavior, namely cultural, social, personal and psychological factors. The research method used is by distributing questionnaires to consumers from OneZo Indonesia. The results of data processing from the validity and reliability test show that all questions are valid because the r-count value > 0.36 (r-table value) and the Crobach's Alpha value is 0.875 or greater than 0.80 so it can be concluded that the research instrument used used is reliable and is in the interval 0.80 – 1.00 or is in the category of a very high level of reliability. Based on the results of the Coefficient of Determination Test, the four independent variables have an influence on the dependent variable, namely Purchase Loyalty of 0.79 or 79%. The order of factors from the most influential to the least influential are Personal, Social, Cultural, and Psychology. The amount of variation of the dependent variable that can be explained by the independent variable is 79%, while the other 21% can be explained by other variables not examined in this study.

Consumer Loyalty and Brand Marketing Programs in an Emerging Economy: Evidence from the Automobile Industry

The study examined the relationship between brand marketing programs and brand loyalty of automobile users in an emerging economy context. Adopting a positivist paradigm, a quantitative approach was employed. Using a cross-sectional survey, data was collected from 700 respondents. Scales of measures were evaluated using exploratory and confirmatory factor analysis after which consumer loyalty segments were created using cluster analysis. Logistic regression was carried out to evaluate the effect of brand marketing programs on consumer loyalty. The study revealed a positive and significant association between brand marketing efforts and consumers’ purchase decisions and loyalty to automobile brands. Four brand marketing efforts were also found to be significantly associated with the two segments (high and low involvement) at varying degrees.

Instagram Influencers: The Role of Opinion Leadership in Consumers’ Purchase Behavior

Instagram has gained momentum in influencer marketing for cosmetic products. This study aims to examine the antecedents of social media opinion leadership and its effects on consumers’ actual purchase behavior. The results based on a sample of 223 followers reveal that originality, quality, and quantity are essential elements leading a user to be perceived as an opinion leader. Besides, opinion leadership impacts consumers’ purchase intention, actual purchase behavior, and purchase loyalty. These findings deepen our understanding of the effects of opinion leadership on consumers’ purchase decisions. Moreover, the findings have beneficial implications for developing effective social media marketing communication strategies.

Concept Of Small And Medium Entrepreneurs In Customer Oriented Islam

For a Muslim entrepreneur, building a business is not just about getting profit, but how the business is run to meet the interests of customers. So there is more attention about how to treat customers. This study aims to examine how the interests of customers are met so that loyalty is born in purchasing by paying attention to the factors that influence it, namely the Islamic entrepreneurial spirit, business capital, and location. To answer the purpose of this study, the researchers used a quantitative approach with statistical regression analysis. The place of research was carried out in MSME Production of Typical Souvenir Cakes in Tulungagung. The research data was collected primarily with a questionnaire distribution technique. The results of the study concluded that customer purchase loyalty is strongly influenced by several factors, including the Islamic attitude of business actors. Honest behavior, responsibility, and maintaining the good values ​​of religion in trading can be added values ​​and affect customer ratings. Likewise, capital adequacy and business location can strengthen the business, and give a positive impression to customers.

Decisions Under the Illusion of Objectivity: Digital Embeddedness and B2B Purchasing

Research suggests that increased reliance on digital sources (e.g., blogs, social media, online forums) exhibited by the emerging millennial workforce may affect procurement decisions. These arguments contend with studies which indicate that organizational buyers rely on decision shortcuts (e.g., brand, loyalty, and peer opinions) to mitigate risk or to simplify purchase decisions. One can argue that buyers gain more information from digital sources, which may attenuate the role of these shortcuts. At the same time, digital sources may be used to strengthen prior beliefs, which can increase bias toward decision proxies. This study draws from information processing theory to understand the role of digital sources of information in decision‐making, in the context of business purchasing. Based on the Accessibility‐Diagnosticity framework, we introduce a Digital Embeddedness construct to conceptualize the extent to which information from digital sources is integral to an individual’s decision‐making. Analysis of survey responses from 196 purchasing managers suggests that more digitally embedded buyers are more willing to adopt innovations, yet interestingly, focus more on vendors from strong brands and peer opinions. We also find that while more digitally embedded buyers feel more cognitively attached to their existing vendors, this attachment does not translate into purchase loyalty. We discuss implications for buyer‐supplier relations and B2B marketing. By elucidating individual‐level differences in the use of digital sources, this research also has implications for future work that examines the interpretation of digital information to inform business decisions.

The Role of Cultural Intelligence in the Relationship Between Platform Trust and Loyalty

This research showcases the crucial role of platform trust in the relationship between website quality (system, information, service, familiarity) and platform loyalty of expatriates residing in foreign countries, taking into account the moderating effect of cultural intelligence. To test the hypothesized relationships, an online survey collected responses of 786 from foreign expatriates' travelers, and data was analyzed using SmartPLS3 software. Platform trust mediates the relationship between website quality, system, information, service, familiarity, and purchase loyalty. The results show that cultural intelligence seem to moderate this mediated relationship. This paper analyzes the importance of quality signals on expatriates' relationships with OTA website. This study contributes to the understanding the role of cultural intelligence in OTA sector.

Influence of emotions on purchase loyalty among child consumers: the moderating role of family communication patterns

Though the role of emotion and family communication patterns in purchase behavior including purchase loyalty is essentially significant, it has received scant empirical attention in the context of children’s consumption behavior. Thus, the present study aimed to explore the influence of children’s emotions induced by food product TV commercials, particularly pleasure and arousal, on their purchase loyalty. It also examined the moderating effects of socio- and concept-oriented family communication patterns on this relationship. The empirical analysis of survey data of 209 fifth- and sixth-grade Iranian students through confirmatory factor-analytic approaches and structural equations modeling indicates the need for reflecting on their emotions as they intend to make purchase decisions. Our findings reveal that children’s emotion exercises a significant impact on their purchase loyalty and the more positive they feel about a product, the more loyal they remain towards it. Regarding the moderating roles of family communication patterns, it is found that these maverick consumers make purchase decisions independently regardless of their parents’ communication styles. The achievements not only contribute to the theory of planned behavior by indicating emotion as a significant attitudinal element affecting purchase behavior but also they have crucial implications for developing effective marketing communication strategies for young-consumer markets.

The Influence of Price Perception, Location, and Store Atmosphere on Customer Purchase Decisions and Loyalty in Indomaret Rumbai Pesisir

The Influence of Price Perception, Location, and Store Atmosphere on Customer Purchase Decisions and Loyalty in Indomaret Rumbai Pesisir

Peran citra merek hijau, niat merek untuk meningkatkan loyalitas pembelian

This study aims to determine the role of green brand image in an effort to increase brand intention, and purchase loyalty. Research locations were held in various universities in the province of D.I.Yogyakarta. The population of this research is university students, and the research sample is 222 students. The sampling technique uses purposive sampling technique, minimum age 18, and a maximum 25 years old, laptop users at least 1 year. Data were collected through a survey by distributing questionnaires. The research data is processed using structural equation modeling, AMOS 21 program. The results of this study indicate that green brand image has a positive and significant effect on brand intention, and purchase loyalty. The more the green brand image increases, the more brand intention and purchase loyalty increases. This study also has limitations, and includes suggestions for future research.
 

Tequila at home or abroad? paths to brand love and purchase loyalty for hedonic products

PurposeThis study aims to examine the impact of consumer brand experience on brand love and loyalty toward a favorite tequila brand across Mexico and the USA while advancing marketing strategies to strengthen consumer-brand relationships.Design/methodology/approachData were analyzed from 906 respondents (348-USA and 558-Mexico) to assess paths to purchase loyalty and test brand relationship hypotheses using partial least squares.FindingsAnalysis revealed that consumers in both markets demonstrated similar paths from tequila experience to brand love and attitude toward their favorite tequila brand. On the contrary, significant differences in the influence of tequila experience on the brand image were evident. Tequila experience did not have a significant difference between markets on purchase loyalty. Attitude toward the tequila brand had a much stronger influence on brand image for the USA compared to Mexican respondents. Finally, brand love’s influence on purchase loyalty differed significantly between the two markets of respondents.Practical implicationsConsidering different paths to behavioral brand loyalty across markets enables segmentation strategy development to increase repeat purchase and brand allegiance. Results indicate that the brand's image is a strong influencer of purchase loyalty, suggesting opportunities exist for brand managers to consider unique paths toward purchase loyalty.Originality/valueThis study advances the literature by answering the call for multi-national studies that investigate consumer-brand relationships. Furthermore, the research setting offers insight into consumer-brand relationships and consumption patterns for spirits in a different national context, in this case, the product’s country of origin (Mexico) and its largest market (USA).

The Impact of Placing Electronic Word of Mouth on Instagram on Consumers’ Purchase Intention: Case Study of Food Products in the Kingdom of Saudi Arabia

Social media networks like Instagram, Facebook, Twitter, and LinkedIn, present promising opportunities for facilitating usability of e-WOM as a rising purchase decision-making tool. In tandem, this study aimed at looking into the impact of placing the e-WOM on Instagram on consumers’ purchase intention to food products in the KSA with a focus on purchase intention and decision. A quantitative research strategy was adopted through the survey method, where questionnaires were distributed through online survey-monkey to Instagram subscribers and dwellers of the KSA. Descriptive and inferential statistical data analyses were applied to generate useful information, and a documentary review was performed to supplement the primary findings. This study established that characteristics of e-WOM, attributes of the e-WOM reviewer, characteristics of social media site for e-WOM, demographic aspects of consumer, and reputation of the brand, influence effectiveness of e-WOM and customer purchase intention and decision on products. Significantly, it was established that quality, quantity, recency, and consistency, of e-WOM impact customer purchase intention and purchase decision towards food products. Nevertheless, it was ascertained that most respondents trust e-WOM as an objective and effective purchase decision-making tool. However, this study was conducted in the KSA and majorly employed quantitative rather than mixed-methods methodology, thus limiting its generalizability.This study originates from the need to improve marketing strategies given the growth of social media marketing against traditional marketing. Likewise, it adds value to existing knowledge about marketing practice and recommends further research in comparing the impact of e-WOM on customer purchase intention, decision, experience, and loyalty, across various social media sites and different nations for the generalized understanding of e-WOM as a marketing tool.

Antecedents and Outcomes of Brand Identification with Apple Products among Iranian Consumers

This study evaluates the antecedents and outcomes of brand identification with Apple products on purchase intention among Iranian consumers. Our objectives were to assess self-expressiveness (as a hedonic aspect) and perceived quality (as a utilitarian aspect) to examine the drivers of consumers’ brand identification. This study evaluates the effect of brand identification on brand loyalty as well as the effect of brand social self-expressiveness (as a social factor) and perceived quality (as a utilitarian aspect) on brand identification. The studied population consists of all customers of digital goods who have owned at least one Apple product in the past. In this study, 9 stores located in Tehran were selected and 600 questionnaires were delivered data collection. The data collected was analyzed using structural equation modeling (SEM). The results of this study reveal that brand identification positively affects both purchase intention and brand loyalty. Additionally, the findings reject the role of perceived quality as an effective factor in brand identification. However, self-expressiveness was found to affect purchase intention and loyalty, through a mediation effect of brand identification. This study contributes to social identity and self-expansion theory as well as benefits marketers understand the dynamics of consumers’ brand identification.

Study The Effects Of Corporate Image, Service Quality And Price Perceptions On Customer Satisfaction And Purchase Loyalty (A Survey On Pertamina In South Sulawesi Province)

This study seeks to analyze the influence of corporate image, quality services and price perceptions of Pertamina product customer satisfaction, analyze the influence of corporate image, service quality and price perceptions on purchase loyalty, analyze customer satisfaction on purchase loyalty, and analyze the influence of corporate image, service quality and price perception through customer satisfaction on purchase loyalty. The study was conducted at the Pertamina Office in South Sulawesi Province with a population of 5,540 people and a sample of 277 respondents based on a 5% Quota sampling method. Data were analyzed using the Structural Equation Model using AMOS 18. The results found that corporate image, service quality and price perception had a positive and significant effect on customer satisfaction. Corporate image, service quality and price perception have a positive and significant effect on purchase loyalty. Customer satisfaction has a positive and significant effect on purchase loyalty. Feelings of pleasure using the product as an actualization of the attitude of customer loyalty, corporate image and service quality through customer satisfaction has a positive and significant effect on purchase loyalty, while price perception through customer satisfaction has a positive and insignificant effect on purchase loyalty.

Examining brand affect mediation roles: trends and implications for tablet PCs market

This study aimed at examining the brand affect mediation role of brand intention and brand reliability influences towards purchase loyalty and attitudinal loyalty for the customers of tablet personal computers (hereafter: tablet PCs) in Indonesia. The country took 82% of the products market share of tablet PC in the South East Asia Region in 2014, and this figure is believed to remain high in recent years. A number of 195 university fresh-students in Yogyakarta, the city of education in Indonesia, were selected in a purposive sampling technique to fill out a tablet PC usage questionnaire. The data were analysed by using structural equation modelling (SEM). The results indicate brand affect's mediating role, brand intention and brand reliability positive effect on customers' loyalty, trend's volatility in purchasing tablet PCs, and brand intention and brand reliability's different effect towards attitudinal loyalty. Suggestions for managerial implications and research in the future are presented.

Examining brand affect mediation roles: trends and implications for tablet PCs market

This study aimed at examining the brand affect mediation role of brand intention and brand reliability influences towards purchase loyalty and attitudinal loyalty for the customers of tablet personal computers (hereafter: tablet PCs) in Indonesia. The country took 82% of the products market share of tablet PC in the South East Asia Region in 2014, and this figure is believed to remain high in recent years. A number of 195 university fresh-students in Yogyakarta, the city of education in Indonesia, were selected in a purposive sampling technique to fill out a tablet PC usage questionnaire. The data were analysed by using structural equation modelling (SEM). The results indicate brand affect's mediating role, brand intention and brand reliability positive effect on customers' loyalty, trend's volatility in purchasing tablet PCs, and brand intention and brand reliability's different effect towards attitudinal loyalty. Suggestions for managerial implications and research in the future are presented.