Role In Customer Loyalty Research Articles

An Empirical Study on Advanced Marketing Practices, Sustainability, and EVM Strategies for Business Growth

In the modern business landscape, sustainable marketing strategies have become crucial for success. Companies are increasingly allocating substantial resources to these initiatives. While consumers expect businesses to adopt sustainable practices, their primary motivation remains fulfilling personal needs. This creates a gap between corporate sustainability efforts and consumer expectations. This study proposes a viable framework for sustainability strategies that businesses can implement to bridge this disconnect. Key findings include: First, sustainable marketing significantly enhances brand image development. Second, brand awareness plays a vital role in customer loyalty within the modern marketplace. Third, a strong brand image amplifies the appeal of sustainable purchasing intentions. Fourth, customer retention serves as a critical tool for boosting long-term purchase expectations. Fifth, elevating consumer expectations is essential for driving sustainable buying behaviors. Notably, sustainable marketing acts as an effective mediator between customer engagement and brand perception. Additionally, corporate social responsibility (CSR) strengthens the link between a company's reputation and sustainable purchase intentions. This research provides both a theoretical framework and practical recommendations for the modern business environment, emphasizing the importance of sustainable marketing campaigns as a precursor to organizational success

Link Between Brand Personality and Brand Loyalty in Sportswear Brand Among Malaysian Consumer

Brand personality plays a critical role in customer loyalty, and also has profound effects on a company’s brand performance. This study seeks to investigate the influence of brand personality dimensions (sincerity, excitement, competence, sophistication, and ruggedness) on brand loyalty in the Malaysian sportswear industry. A total of 958 respondents from six different parts of Malaysia participated in this study. A survey using nonprobability sampling was used in this study. Findings of this study provide empirical verification of the link among brand personality dimensions and brand loyalty. In addition, “ruggedness” is found to be the most contributing factors for brand loyalty. The present findings also suggest that marketing efforts for sportswear companies need to distinguish between the dimensions of brand personalities that are more significant to brand loyalty in sportswear industry.

The Impact of Recession on Customer Unethical Behavior in Sharm El Sheikh Hotels: The Role of Customer Loyalty

The Impact of Recession on Customer Unethical Behavior in Sharm El Sheikh Hotels: The Role of Customer Loyalty

CRAVING LOYALTY: EXAMINING THE INFLUENCE OF LOYALTY PROGRAMS ON CUSTOMER RETENTION IN SOUTH AFRICA’S FAST-FOOD LANDSCAPE

This study investigates the dynamics of customer loyalty within South African fast-food restaurants, focusing on the influence of loyalty programs on customer retention. The background highlights the rapid growth of the South African fast-food industry and the need for a nuanced understanding of customer behavior in this context. Employing a quantitative methods approach employed a cross-sectional design; the methodology includes a comprehensive situational analysis and addresses three research questions: customer motivations for loyalty program participation, factors beyond loyalty programs affecting retention, and the impact of existing loyalty programs on retention. Findings reveal that emotional connections, trustworthiness, and perceived value are key motivators for program participation. Beyond loyalty initiatives, service quality, menu variety, and overall customer experience significantly impact retention. Loyalty program metrics, including participation rates and reward perceived value, play a crucial role in customer loyalty. The study concludes that businesses should tailor loyalty programs to local preferences, adopt a holistic approach to customer retention, and optimize program metrics. The practical implications emphasize the need for clear communication and cultural sensitivity. This research contributes to the academic literature by addressing gaps specific to the South African context and provides actionable insights for businesses aiming to enhance customer loyalty in this dynamic and competitive market.<p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/soc/0013/a.php" alt="Hit counter" /></p>

The Role of Customer Loyalty on Customer Retention in Retail Companies

Retail can be seen from two sides, namely traditional retail such as grocery stores and community businesses, most of which do not use professional management and modern retail which can be seen as stores with professional management. Emerging competition makes companies have to carefully set strategies and manage companies so that companies are able to remain competitive and survive. Maintaining customer loyalty is one of the company's strategies to survive with the existing competitive conditions. This research uses a qualitative descriptive method, which describes the data collected and analyzed. The subject of this research is the role of consumer loyalty on customer retention in retail companies using literature review of secondary data. Based on the results of the study, it can be explained that the role of consumer loyalty on customer retention in retail companies that are developing in the form of department stores in Indonesia, namely with this loyalty, a retail company can compete with other retail businesses. Loyalty definitely has an impact on customer retention, and consumers choose retail businesses for their daily needs. Similar forms of competition between modern retail companies include segmented market competition, service system competition, price competition, product quality competition and so on.

THE INFLUENCE OF SERVICE QUALITY, PRICE, AND PROMOTION ON SHOPEEFOOD CUSTOMER LOYALTY IN STUDENTS OF THE FACULTY OF ECONOMICS AND BUSINESS MAKASSAR PUBLIC UNIVERSITY

The emergence of online-based food delivery services has significantly transformed consumer behavior, especially in the context of the COVID-19 pandemic. With the implementation of restrictions on community activities and the need for social distancing, consumers have increasingly turned to online platforms for various services, including food delivery. In this regard, understanding the factors that influence customer loyalty in the context of online food delivery becomes crucial. The aim of this study was to examine the impact of service quality, price, and promotion on ShopeeFood customer loyalty among students from the Faculty of Economics and Business at Makassar State University, both individually and collectively. To achieve this aim, a sample of 100 students from the Faculty of Economics and Business was selected based on predetermined criteria. Data collection techniques, including questionnaires, interviews, and a literature review, were employed. The collected data were analyzed through validity and reliability tests, as well as the classical assumption test, comprising normality, multicollinearity, and heteroscedasticity tests. Multiple linear analysis, hypothesis testing, and the coefficient of determination were also conducted to examine the relationships between the variables and customer loyalty. The study revealed that service quality, price, and promotion all played significant roles in influencing customer loyalty. Service quality has a significant impact on customer loyalty. Price plays a significant role in customer loyalty. Promotions have a significant influence on customer loyalty. Overall, service quality, price, and promotion collectively affect customer loyalty.

THE ROLES OF BRAND TRUST AND E-WOM (ELECTRONIC WORD OF MOUTH) ON SHOPEE’S CUSTOMER LOYALTY IN MANADO

The purpose of this study is to explore the roles of brand and E-WOM on Customer loyalty, Study the case of customers of Shopee in Manado. This research is qualitative research using a case study approach. Primary data was gathered from an in-depth interview of 20 informants that used Shopee with 2 years of minimum use as the sample chosen using purposive. The data was analyzed through qualitative data analysis. The results show that brand trust has an important role in Customer loyalty, especially among Shopee customers in Manado. The indicators of brand trust namely: Perceived quality, Perceived ease-of-use, customer commitment, customer satisfaction, and product quality are the factors of brand trust to keep the customer stay loyal to the Shopee Brand. The findings for E-WOM that using the coding method also has an important role in Shopee customer loyalty which refers to the affirmation of the customers that perceive E-WOM as a reliable, helpful, adequate, and trustworthy non-commercial informational source. This study suggests that Shopee management or online shop owners keep their quality control over products so that the old customer would be easy to retain and there will be lessened critics over the problem of product quality and time prediction on products' arrival. Thus, the overall benefits can be felt by all parties involved. Keywords: brand trust, E-WOM, customer loyalty, perceived quality, repurchase, quality control

The Effect of Company Reputation and Customer Experience on Customer Loyal Behavior Citylink Indonesia

The goal of this study is to see how the VIP customer research object at Citylink Indonesia Airlines affects customer loyalty. So according research on the impact of customer experience on regular customers, patrons who receive a positive ” are more likely to return for another purchase, more likely to recommend the business to friends, and less inclined to shift to competitors. According to the findings of this study, customer experience management factors play an important role in business competitiveness. Emotional experiences, according to the literature, play an important role in customer loyalty to a company's brand. This finding is in accordance with the study's findings that airline image and service quality have a significant influence on customer behavioral intentions. Because a brand's experience includes a consumer's subjective experience and behavior, customer experience is related to customer loyalty. The airline's image, trust, and additional services all contribute to the overall expertise. Customers who have a happy impression and thus be willing to repurchase the service.

Marketing of Happiness: The Role of Customer Loyalty on Happiness

This study aims to analyze the effect of loyalty on customer happiness. Therefore, the role of psychological variables such as copying, and attachment styles were studied. The sample was comprised of 524 cases corresponding to Peruvian customers. A multiple linear regression model was performed to evaluate our hypotheses. The stepwise method was used to select variables using AIC. An important finding of this study was that concrete and abstract loyalties can predict happiness among Peruvian customers. In terms of originality, the article evaluates the effect of loyalty on happiness that represents a research gap and contributes to debate about the marketing purpose.

Corporate social responsibility (CSR) relationship between customer trust and customer satisfaction on customers loyalty in retail business in Thailand

The objective of this study is to examine the relationship between corporate social responsibility (CSR), customer trust, customer satisfaction and customer loyalty in retail business industry of Thailand. Furthermore, the indirect effect of customer trust and customer satisfaction is examined between CSR and customer loyalty. For this purpose, this study considered quantitative approach in which cross-sectional research design was used for data collection. A survey was used for data collection from retail businesses of Thailand. The employee working in retail businesses are considered as the respondents of the current study. 400 questionnaires were distributed among the employees. Finally, data analysis is carried out with the help of Partial Least Square (PLS). Results of the study reported that; CSR has influential role to promote customer loyalty. It has positive effect on customer trust and customer satisfaction which further increases the customer loyalty in retail businesses. Therefore, CSR has positive role in customer loyalty by enhancing the customer trust and customer satisfaction.

Corporate social responsibility (CSR) relationship between customer trust and customer satisfaction on customers loyalty in retail business in Thailand

The objective of this study is to examine the relationship between corporate social responsibility (CSR), customer trust, customer satisfaction and customer loyalty in retail business industry of Thailand. Furthermore, the indirect effect of customer trust and customer satisfaction is examined between CSR and customer loyalty. For this purpose, this study considered quantitative approach in which cross-sectional research design was used for data collection. A survey was used for data collection from retail businesses of Thailand. The employee working in retail businesses are considered as the respondents of the current study. 400 questionnaires were distributed among the employees. Finally, data analysis is carried out with the help of Partial Least Square (PLS). Results of the study reported that; CSR has influential role to promote customer loyalty. It has positive effect on customer trust and customer satisfaction which further increases the customer loyalty in retail businesses. Therefore, CSR has positive role in customer loyalty by enhancing the customer trust and customer satisfaction.

PENGGUNAAN MOBILE BANKING SEBAGAI UPAYA MEMPERLANCAR TRANSAKSI ELEKTRONIK NASABAH PADA PT. BANK RAKYAT INDONESIA (PERSERO) TBK

Service quality in banking is very important considering it can affect customer satisfaction and loyalty. Many strategies are used by the bank for service quality, including the dimensions of security service quality related to guaranteeing the confidentiality of customer data, the absence of data manipulation, security using Mobile Banking services, the dimensions of speed of Mobile Banking services related to the provider operator network and quality of network maintenance, dimensions of accuracy related to the suitability of information received by customers, clarity of information received, dimensions of trust related to customer trust in using services, banks gain loyalty from customers for Mobile Banking products, and dimensions of education related to the educational process between the two sides of employees and customers regarding the explanation of information about Mobile Banking service products. The quality of BRI Mobile Banking services through the dimensions of security, speed, accuracy, and trust and education has an important role in customer loyalty in using service products from BRI. in fact in the field of security and education to customers is an important priority in the development of Mobile Banking services. customers need a sense of security when using Mobile Banking transactions and customers need education from BRI as they experience difficulties when operating. BRI makes efforts to protect customers when conducting online transactions. Strategy is centered on security and education. Security and education are considered quite important because the gate makes customers feel safe and gets rewards from the education system. This element can encourage other elements in meeting the needs of BRI customers

The Role of Customer Loyalty in Mediating Corporate Social Responsibility and the Company's Financial Performance

ABSTRACK
 Purpose: This study aims to examine and analyze the mediating effect of customer loyalty on the influence of Corporate Social Responsibility toward financial performance.Design/methodology/approach: This research is quantitative study using secondary data taken from Indonesia Stock Exchange 2014-2017. The data analysis technique used is the WarpPLS 6.0 program which is carried out in two testing stages; the direct and indirect impacts of Corporate Social Responsibility variables on financial performance.Findings: The result indicates that customer loyalty variable partially mediates the effect of Corporate Social Responsibility on financial performance. It means customer loyalty does not fully mediate the effect of Corporate Social Responsibility on financial performance.Research limitation: CSR measurement uses an index that calculates CSR based on the quantity not the quality of implementation. Practical implications: This researchprovides an illustration to the company that the implementation of proper and serious CSR has an impact on growing the company's financial performance.Originality/value: This research is a development from previous research by adding consumer loyalty as a mediating variable.Paper type: This is categorized as a research paper.
 Keywords: customer loyalty, Corporate Social Responsibility, financial performance

Importance of Customer Loyalty in Telecommunication Sector

Customer loyalty is a serious matter of concern for every business where it measures the customer’s likeliness to give repeat business with a brand or organization. In other words, it is the outcome of a positive experience for customers as well as customer satisfaction. In this paper, the role of the relational dimension will be studied in the context of customer loyalty. The aim of this paper is to analyze the concept of relationship marketing and the key variables of the dimension relationship and their role in customer loyalty. South Asian telecommunication industry is selected to analyze the role of relational dimension in the context of customer loyalty. Previous studies will be reviewed to analyze the concept of relationship besides demonstrating the role of relationship marketing in the telecommunication industry. Additionally, the concept of customer loyalty and multiple theoretical approaches to customer loyalty is appropriately discussed here. Another important part of this study is that this paper will discuss the different phases of loyalty. The primary research will be accomplished through a questionnaire survey method and the collected data will be analyzed with statistical analysis. A positive relationship between the elements of relationship marketing and customer loyalty is analyzed through multiple correlations and regression tables. It shows that all the components of relationship marketing have a good impact on customer loyalty and will prove that more customers will confident more they will be loyal to the brand.

An Empirical Study on the Exploration of Factors Influencing Customer Satisfaction in Logistics Distribution Service

In order to solve the problem of lacking quantitative description method for customer satisfaction of logistics distribution service, based on the China Customer Satisfaction Index model, the three core influencing factors named perceived service quality, expected service quality and brand image were respectively set up with second-level measurement indicators, to explore its impact on customer satisfaction and loyalty, and then construct a customer satisfaction evaluation model for logistics distribution service. The second-order structural equation model is used to analyze the quantitative relationship among the influencing factors, between satisfaction and loyalty, and the effect of each influencing factor on the customer satisfaction of logistics distribution service. Finally, the model is applied to the case analysis of residents in the main urban area of Chongqing. The results show that the perceived service quality (0.63***) and perceived service cost (-0.40***) have the most significant impact on the customer satisfaction of logistics distribution service. Customer satisfaction plays a decisive role in customer loyalty (0.78***).

Social responsibility and competitiveness in hotels: The role of customer loyalty

Social responsibility and competitiveness in hotels: The role of customer loyalty

The Application of Customer Experience Management in Agriculture Bank of Iran

This article examined the role of customer experience management as a new method in understanding the customer satisfaction. This descriptive-analytic survey made use of library and documentary methods in order to examine the customer experience management in banks. Then, the determinants of customer experience and its role in customer loyalty was investigated. The conceptual model of this study indicated that there was a significant relationship between components of customer experience management (functional, humanic and mechanic components) and customer loyalty. Once such a useful link is established, one may argue that it will be easier to win the customers back to the bank and achieve the bank profitability. In sum, it can be stated that customer experience management provides some new features and platforms for economic firms so that they may maintain their customers and win their loyalty.

MODEL FOR MEASURING CUSTOMER LOYALTY TOWARDS A SERVICE PROVIDER

The paper aims to create a valid model for measuring customer loyalty towards a service provider. Principal solutions for designing a model of loyalty measurement have emerged from the clarified role of customer loyalty and evaluation problems. The worked out solutions include selecting a proper concept (1), loyalty specification (2), determining a period necessary for loyalty measurement (3), differentiation of loyalty measurement depending on accessible data (4) and measuring a stage of loyalty (5). The conducted research referred to an example of a catering company, thus adopting an original mathematical model for the empirical measurement of customer loyalty. The obtained results have revealed that the loyalty of the customers of the investigated service provider is of an intermediate level. The findings have also showed the superiority of the proposed model for measuring the state of customer loyalty and for obtaining better solutions to the development of customer loyalty in the service industry.

Accountability Role in Customer Loyalty : Evidence from Refah Bank

This study is the descriptive research applied method. The main purpose of this study was examining the role of accountability on customer loyalty in refah banks of Golestan province. The populations are all bank customers of Refah bank in Golestan Province that were selected 385 person as sample and Morgan table was used to determine sample size. Random sampling was selected to choose simples. Data is collected by questionnaire. To analysis of hypotheses we used Regression test. Findings show that aspects of political, ethical, functional, structural, financial and legal arrangements to address the impact of customer loyalty and predicting variables obtained the first six ranks respectively. The cultural dimensions of information had not a significant role to meet anticipated customer loyalty.

Willing to Pay More, Eager to Pay Less: The Role of Customer Loyalty in Price Negotiations

This article is the first to empirically examine the effect of customer loyalty in retail price negotiations. Across three field studies and one negotiation experiment, the authors establish what they call the “loyalty–discount cycle”: in price negotiations with salespeople, loyal customers receive deeper discounts that, in turn, increase customer loyalty, resulting in a downward spiral of a company's price enforcement. The reason for the positive effect of customer loyalty on discount is twofold: (1) loyal customers demand a reward for their loyalty and invoke their elevated perceived negotiation power, and (2) to retain loyal customers, salespeople grant discounts more willingly. Furthermore, the mechanisms are moderated by the basis of a customer's loyalty (price vs. quality) and the length of the relationship between the salesperson and the customer. To escape the loyalty–discount cycle, salespeople can use functional and relational customer-oriented behaviors. The study helps managers and salespeople optimize their price enforcement and servicing of loyal customers.