Satisfaction Loyalty Research Articles

A Review of Customer Loyalty: An emperical study at CV Bintang Jaya Abadi

The number of different types of businesses that are starting to emerge in Indonesia shows that business development is now accelerating. As a result of the recent increase in the number of enterprises, a lot of businesses will confront strong rivalry in every aspect of their operations in today's market. As a result, every company must be adept and compete fiercely when dealing with competition. However, the predominant problem that could effects the company sustain is through there product quality, customer perception of price as well as customer satisfaction which could effect the customer loyalty. In aim to learn more about this issue, this reseacrh is intended to investigate the effects of product quality, perception of price and customer satisfaction on customer loyalty at CV Bintang Jaya Abadi, Medan. By using a quantitative approach, the sampling method is done by using the Lemeshow formula. Thus, the samples that were taken are 96.04 = 100 respondents. In analyzing all the data, SPSS 25.0 was being conducted in this research and the data was collected by distributing online questionnaires, the data measurement used the 5-point Likert scale to measure all (19) indicators. Besides that, multiple linear regression analysis was utilized in this reseacrh. Based on the results of this reseacrh, it shows that the Product quality (X1) and Customer Loyalty (Y) variables have negative and no significant effect. However, Perception of Price (X2), Customer Satisfaction (X3) and Customer Loyalty (Y) variables have positive and significant effect. This indicates that enterprise should take this factors in implementing the decision or technique towards the business performance in order to achieve the maximum results aswell as to improve the company development.

Predictors Of Brand Loyalty With Technical And Vocational Education Training Colleges İn Gauteng: Results Of A Pilot Study

According to Akoojee and McGrath (2008:132), TVET colleges are required to build institutions that are attuned better to satisfy the needs of the stakeholders through their brand. Very few TVET colleges have attracted stakeholders without proper brand communication and service quality (Beneke & Human 2010: 437). In most TVET colleges, very little is done to communicate the brand to stakeholders, which may be a direct result of the lack of proper brand communication and service quality (Azoury, Daou & El Khoury 2013:5). In an increasingly changing and dynamic South African higher education landscape, it is imperative for institutions to communicate their brands to stakeholders in such a way that these stakeholders perceive the institution as offering quality service in order to have a satisfied stakeholder who is loyal to the institution. However, there appears to be little attention paid to effects of brand communication, service quality and brand satisfaction on brand loyalty in the tertiary education sector, especially in the Technical and Vocational Education Training (TVET) sector. This study was conducted in Nigeria. In light of this view, and given previous research on brand loyalty in service industries identifying a relationship between brand communication, service quality, brand satisfaction and brand loyalty, it is unclear whether such relationships exist in the South African TVET sector. Therefore, there is a need to examine Generation Y students' perceptions of brand communication, service quality and brand satisfaction on brand loyalty in TVET colleges in Gauteng. Consequently, this research study reports on the findings from a pilot study conducted to determine the legitimacy and reliability of the measuring instrument being employed to examine Generation Y students' perceptions of brand communication, service quality and brand satisfaction on brand loyalty in TVET colleges in Gauteng. Keywords: Brand Loyalty, Brand Communication, Service Quality, Brand Satisfaction

Drivers of Customer Retention: An Introspection Into Indian Retail Customers

There is a wide variety of choices for the modern retail customer including multiple retail formats. The success of the retail establishments has a great reliance of customer retention, which is an essential attribute to achieve profitability. This study takes in to consideration to extract the factors responsible for customer retention which in turn assists in increasing the customer base. The prime objective of the study is to ascertain the influence of customer satisfaction, switching costs and customer loyalty on customer retention. Whereas, the second one is to explore the effect of demographic factors on customer retention. The sample size of this study was 600 respondents who were chosen for the full-fledged study. The statistical techniques used for final analysis were structural equation modelling and regression. The findings subsequent to the statistical analysis and interpretation concluded that customer loyalty, customer satisfaction and switching cost have the strongest effect on customer retention in retails. Customer satisfaction alone is not every time an indicator of customer loyalty. A loyal customer will spread positive word of mouth to other prospective customers about the retail. Occupation of respondent has a major influence on customer retention dimensions.

Satisfaction and Loyalty in Local Food Festival: Do Switching Barriers Matter?

In food tourism context, attracting customers and provision of satisfaction is of necessity. In accord with the call for empirical evidence within the extant literature, this study examines switching barriers and its role as moderator on the relationship between satisfaction and customer loyalty, at a food festival in Delhi, India. Switching barriers can be a vital factor for attracting more tourists into organized festivals, if implied adequately and maintained on a controlled manner. Creating switching barriers can be an effective approach for obtaining long-term visitors from marketing and tourism aspects. A questionnaire was designed specifically using related measures based on the literature. Various regression models were applied to estimate switching barriers’ effects and to further analyze our hypotheses. Interaction plot exhibited suppressing effect of switching barriers on the relationship between customer satisfaction and customer loyalty. The results of this study found that the role of switching barriers is not merely statistically significant, but requires critical attention from organizers. JEL Classification: M3, M30, M31, M37, M39

Determinants to parking mode alternatives: A model integrating technology acceptance model and satisfaction–loyalty model

As an emerging technology that does not rely on the construction of several parking facilities and effectively relieves the pressure of urban parking, shared parking is widely promoted. However, users may turn to conventional parking mode because of concerns about the performance of shared parking modes. Therefore, to determine why users change parking mode and to improve the behavior patronage rate of shared parking mode, studying the factors influencing users’ behavior intentions is very important. Technology acceptance model and satisfaction–loyalty model are combined to construct a comprehensive framework for analyzing the key factors that affect the behavioral intentions of shared parking mode and to describe the multidimensional characteristics of the behavioral intentions. The hypotheses were tested and analyzed on the basis of the empirical data of Harbin and the structural equation model (SEM). Eventually, a multigroup SEM analysis, which takes gender as a moderating variable, is used. Results show that the re-patronage of shared parking is significantly affected by its technology acceptance and that the perceived risk is the key variable leading to change parking mode. In addition, the factor invariance of the identified model framework is examined against gender, and few significant differences are found. The framework is expected to contribute to operators in increasing their market share of shared parking services and to governments in promoting new transportation technologies in cities.

The Role of Push and Pull Motivations on Satisfaction and Consumer Loyalty to Agricultural Fairs

The primary objective of this study is to examine the role of push and pull factors in determining consumer trip satisfaction and loyalty to agricultural fairs. We use a modified version of Yoon and Uysal’s causal model, initially proposed to evaluate consumers’ leisure behaviors. In particular, we utilize an exploratory factor analysis approach to identify latent constructs and a structural equation model to assess the impact of consumers’ internal desires for leisure activities (push motivation) and fair attributes (pull motivation) on trip satisfaction and loyalty. Consistent with the existing literature, the structural equation model results show that push and pull motivations play a crucial role in determining visitor satisfaction from attending an agricultural fair. Moreover, both push and pull motivations significantly affect visitor’s loyalty directly and indirectly through their impact on trip satisfaction.

Determinants Of Hotel Consumer Loyalty In South Sumatra

Describing consumer assessments of Brand Image, CEM, Satisfaction, Customer Value, and Consumer Loyalty in the 3-star hotel industry in South Sumatra and prove whether the modification of the dimensions of each proposed research model can be proven, as well as to the strong research hypotheses is the aim of the research. Inferential is a design used to explain the relationship between variables and describe variables. Research location in South Sumatra, the object of the research is the consumer of 3-star hotels in South Sumatra. The number of star hotels in South Sumatra is 76 hotels, 15 of which are 3-star hotels. The population in this study were all hotel guests from 15 3 star hotels in South Sumatra, the number of which is infinite, the sample was taken about 225 with purposive sampling technique. The research data used are primary data using a questionnaire, the analysis tool used is descriptive statistics supported by SPSS software and analysis of Structural Equation Modeling (SEM) with Lisrel. Hypothesis test states that: Hotel services do not have additional value, even though they are 3-star services still have to be adequate. The consumer loyalty of 3-star hotels in South Sumatra is not yet high, this is because the brand image has not been able to increase consumer loyalty, even though it has been able to give a positive impression on the Customer Value and has a positive impact on Customer Satisfaction. CEM 3-star hotels in South Sumatra are still implemented simply because implementing CEM is expensive. CEM has not increased Customer Loyalty and has not given a positive impression on Customer Value even though it has had a positive impact on Customer Satisfaction. CEM was developed from transactional marketing so that besides being able to further enhance the impressive customer experience, high customer satisfaction, it is also able to increase customer loyalty and customer value.

The Mediation Effect of Customer Satisfaction in Relationship between Product Quality and Service Quality towards Customer Loyalty In Fuzee Sushi

<p>Food and beverage industry in Indonesia has been growing constantly every year and also contributed to manufacture and economy growth in both current and the next following years. The important role of food and beverage industry is transparent through the consistent contribution and significant impact toward Gross Domestic Product and food and beverage startup businesses has been experiencing growth every year due to the growth of population in Indonesia. This study was made to know the effect of product quality and service quality towards customer loyalty of Fuzee Sushi. There is also customer satisfaction as a mediator between product quality and service quality to customer loyalty. This research aims on Fuzee Sushi’ customers that has bought the product more than once. An online questionnaire was distributed to the entire sample and used five points Likert scale as a measurement method. The data are analyzed using Partial Least Square. The result of this research showed that product quality has positive relationship toward customer loyalty directly however, service quality does not have positive impact directly toward customer loyalty. Product quality and service quality mediated by customer satisfaction has positive impact towards customer loyalty. The findings purpose is to understand more about product quality, service quality, customer satisfaction, and customer loyalty relationship in start-up food and beverage business in Indonesia.<strong></strong></p><p><strong> </strong></p>

Analysis of Consumer Satisfaction and Loyalty Factors with CRM Approach in Agribusiness E-commerce Company

XYZ e-commerce is a company that sells an agricultural product that draws benefits from the COVID-19 pandemic. The purpose of this research was to analyze CRM factors, satisfaction, and consumer loyalty. This study using quantitative research selected with convenience sampling. The online survey applied toward 232 respondents who were unsatisfied with the service in Jabodetabek and processed using Structural Equation Model (SEM). Based on the SEM results, it was found that CRM has a significant effect on consumer satisfaction and consumer satisfaction with consumer loyalty. In contrast, CRM has no significant effect on consumer loyalty. This research concluded that XYZ needs to become a company that makes it easy for consumers, is professional, reliable and trustworthy. However, efforts need to be made to improve the relationship between criticism and suggestions, communication and providing information, regulating product availability, delivery time, and saving consumer costs—the results of this research results are expected to increase satisfaction and loyalty through the CRM approach.

Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty

This study will examine the relationship between the impact of service failure and service recovery on customer satisfaction and loyalty. The research objective was to determine the effect of service failure can be up to customer loyalty. The object of this research is customers who use expedition services located in Jakarta. This research method uses quantitative methods using a questionnaire measuring instrument. The sampling technique used is simple random sampling. To analyze the data using SEM (Structural Equation Modeling) analysis tools with Lisrel. The results of this study conclude that, first, service failure affects service recovery. Secondly, service recovery affects customer loyalty. Third, service recovery affects customer satisfaction, and the last fourth of customer satisfaction also affects customer loyalty.

Strengthening the satisfaction loyalty link: the role of relational switching costs

The extant retail research has placed much emphasis on understanding customer switching and the concept of switching costs (SCs). However, the empirical evidence is inconclusive with respect to the moderating role of SCs in general and relational switching costs (RSCs) in particular. Therefore, this research focuses on the moderating role played by SCs on the satisfaction-loyalty link. Specifically, our study attempts to clarify the nonlinear moderating effect of RSCs. Furthermore, we investigate RSCs in greater depth, considering their two dimensions, brand relationship loss costs (BRLCs), and personal relationship loss costs (PRLCs). We find that there is an optimal level of BRLC whereas increasing PRLCs decreases the impact of satisfaction on loyalty in a linear manner, calling for a more nuanced assessment of this type of SC in future studies. Our findings contribute to a deeper understanding of the effectiveness of SCs as a retention strategy.

CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES OF INDIAN PUBLIC AND PRIVATE SECTOR BANKS: AN EXPLORATORY STUDY

The contemporary study focused on the impact of CRM parameters to identify the influencing factors towards customer satisfaction and customer loyalty. A sample of 1200 respondents chosen from public sector (SBI and of Andhra bank) and private sector banks (ICICI and HDFC) using multi-stage random sampling technique through a structured questionnaire. The study employed various statistical tools such as Percentage Analysis for demographical information, bank variables, and the CRM parameters. Mean Ranks for ranking the items and Reliability Analysis applied for obtaining reliable variables in constructing the CRM parameters. Exploratory Factor Analysis (EFA) was performed to identify highly influenced factors of CRM practices to improve level of satisfaction and loyalty in public and private banks. The explored results enlighten directions to the banking sector to provide some operational implications such as proactive involvement from personnel, and customized outreach in engaging customers to reduce the negative word-of-mouth (WOM) and increase the productivity of banks positively. These significant CRM strategies will reduce the attrition rate and improves customer retention in future.

The Influence of Service Marketing Mix and Umrah Service Quality on Customer Satisfaction and Customer Loyalty towards Umrah Travel Agents in Malaysia

In the Malaysian Umrah industry, there are so many new participants selling and offering similar products and services. As a result, Umrah providers must compete to survive in this industry, as there are currently so many competitors. They need to focus on customers’ special needs and preferences to maintain and retain the long-term relationship. Thus, the objective of this study is to examine the relationship between service marketing mix and Umrah service quality on customer loyalty towards Umrah travel agents, and the mediating effect of customer satisfaction in the relationship between service marketing mix/service quality and customer loyalty towards Umrah travel agents in Malaysia. This study explored and integrated two new dimensions (not Ps) for service marketing mix namely after-sale service and marketing communication rather than traditional service marketing mix of 7 P’s. The study’s research framework was supported by the Stimulus-Organism-Response theory. Three of the four main constructs namely; service marketing mix, Umrah service quality and customer satisfaction were conceptualised as second order constructs and assessed via the reflective-formative approach. Customer loyalty which acted as the dependent variable was measured reflectively through seven multi items. All the items were assessed using the 5-point Likert scale. Data was derived from 384 Umrah customers who have used Umrah traveling services. All the constructs such as product, price, promotion, place, people, process, physical evidence, marketing communication, and after-sale service (marketing mix), Umrah service quality includes tangibles, reliability, responsiveness, assurance, and empathy had significant effects on customer satisfaction and customer loyalty. However, second hypothesis Umrah service quality and customer loyalty which were found not significant. Two indirect effect hypotheses to examine the role of customer satisfaction as mediators were accepted as full mediation. The study findings were discussed thoroughly and concluded with a discussion on the implications, the limitation of the study and recommendations for future study.

THE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN SELECTED RESTAURANTS IN DAVAO CITY

To sustain a business, one must assess the service quality that it provides to the customers and investigate its impact on both customer satisfaction and customer loyalty.To examine the relationship among these variables, a descriptive correlational design was used.There are 400 respondents who participated in this study.The results showed that the level of service quality experienced by customers is high the level of customer satisfaction experienced by the customers is high the level of customer loyalty manifested is also high. Furthermore, the relationship between service quality and customer loyalty is significant. The relationship between service quality and customer satisfaction is significant and the relationship between customer satisfaction and customer loyalty is also significant. The study also found out that customer satisfaction acting as a mediator on the relationship between service quality and customer loyalty in selected restaurants in Davao City is significant and resulted in a partial mediation.

The Influence of Personal Involvement on Festival Attendees’ Revisit Intention: Food and Wine Attendees’ Perspective

Research on food and wine tourism is recent and mostly attraction-based. Further, it is essential to understand how locally grown food and beverages allow culinary tourists to amplify their involvement experiences and lead to enhance their satisfaction and destination loyalty. This research attempts to explore the structural relationships between the variables of motivation, different types of involvement, physical/intangible service satisfaction, and loyalty in the context of a food and wine festival. Data were collected via intercept surveys on site, which were distributed to and collected from attendees of the Wine and Food Festival in Miami, Florida. The results show that novelty seeking is only positively related to pleasure experience, whereas socialization motivation has an impact on pleasure experience, risk probability, and risk importance. Pleasure experience, in turn, has a positive influence on both physical and intangible service satisfaction; however, risk probability is only related to physical service, and risk importance is related to intangible service satisfaction. Finally, only the satisfaction with an intangible service has a positive impact on loyalty. Findings from this study suggest that developing a marketing strategy for attendees based on the characteristic of their cognitive mode can be effective in increasing their satisfaction and willingness to revisit the festival.

Quality of services and prices in promoting customer satisfaction and customer loyalty services of container transportation facilities. Case Study at PT. Yang Ming Shipping Indonesia

The study is aimed to determine the effect of the quality of service , price to encourage the satisfaction of customers and loyalty of customers the services of a means of conveyance crate packing . Customers from PT. Yang Ming Shipping Indonesia was taken as the respondent , both primary and secondary data were used in the study . Secondary data is taken from various sources such as journals , books and other data . Primary data was collected using a questionnaire which was distributed to the target respondents . Using the technique of accidental sampling, a total of respondents who collected a number of 140 respondents . Path analysis is applied in this study . The results show that service quality has a significant effect on customer satisfaction . Price has a positive and significant effect on customer satisfaction . and d itemukan that the quality of services has the effect of significantly towards consumers loyal. Price memilikipenagruh positive and significant to consumers loyal, things were equally found their influence posiif and exhibited significantly that occur between the satisfaction of customers to consumers loyal. At the level of managerial , research is giving a donation to the PT. Yang Ming Shipping Indonesia, to improve service quality and price if you want customer satisfaction and customer loyalty to increase .

LOYALTY AS AFFECTING MEDIATOR OF SERVICE QUALITY AND CUSTOMER SATISFACTION TOWARDS COMPETITIVE ADVANTAGE

When preparing an effective marketing strategy, a bank must consider its competitors as well as its customers. Establishing a mutual relationship with customers requires a better means of satisfying customer needs than the competitors. Micro, Small, and Medium-sized Enterprises (MSMEs) should always analyze their competitors and develop marketing strategies that effectively give the company a good position compared to the competitors and provide a competitive advantage as strong as possible. This research was conducted using a quantitative method. The design was categorized as causal relationship research. The data were then analyzed using the path analysis. Findings of the research showed that customer satisfaction, service quality, and customer loyalty affected the competitive advantage of Sentra Batik Pamekasan. The effect of customer loyalty on the competitive advantage could be observed from the number of Sentra Batik Pamekasan’s customers who decided not to move to other financial institutions (banks). When the company could give better service quality, the customer loyalty and the competitive advantage among financial institutions would get higher.

Can a retail environment be simulated by photographs?

ABSTRACT Photographs are commonly used in store atmospherics research, although their ecological validity lacks conclusive support. To this end, we examine the effect of different representation media of a retail environment (i.e. one photograph, three photographs, or a real store visit) on customer experience, satisfaction, and behavioural and attitudinal loyalty. Two studies examine the robustness of our findings across low- and high-experience stores. The results show that only in the high-experience store environment, a real store visit results in a significantly higher average perceived customer experience. Moreover, the chosen representation medium affects satisfaction and behavioural loyalty in both store types. Again, a real store visit results in higher scores. Upon studying low-experience stores and/or focusing on attitudinal loyalty as the outcome variable, pictures, however, do seem to be ecologically valid. To conclude, whether it is safe to simulate a retail environment with photographs depends on the particular retail context and the outcome variables under study.

Islamic Banking Service Innovation in Customer Co-Creation: Its Impact on Customer Trust, Satisfaction, and Loyalty

This study examines the impact of co-creation on customer trust, satisfaction, and loyalty in the context of Islamic banks, the relationship between co-creation and customer satisfaction and loyalty mediated by trust and customer satisfaction. 379 Islamic bank customers data were analyzed using variance-based structural equation modeling to test the nine hypotheses proposed. The study results found that customer co-creation positively influences customer trust and satisfaction, which further implicates loyalty. However, surprisingly co-creation does not affect Islamic bank customer loyalty. Islamic bank managers in Indonesia need to involve customers to participate in value co-creation. Because Islamic bank's customer loyalty relationship with co-creation is mediated in full by trust and satisfaction, this research is the first empirical investigation that tests customer co-creation in an integrated manner and its implications on trust, satisfaction, and customer loyalty in the Islamic bank industry.

PENGARUH EXPERIENTIAL MARKETING TERHADAP KEPUASAN DAN LOYALITAS PASIEN

This study aimed to examine the effect of experiential marketing on patient satisfaction and patient loyalty. It also attempted to discover the experiential-marketing dimension with the predominant effect. It is a quantitative study with a cross-sectional approach. The study population was all inpatients in Rumah Sakit Islam (RSI) Unisma Malang between February and March 2017. The researchers selected 197 respondents as samples using the purposive sampling method from all ward classes except VVIP class. This study’s exogenous variable was experiential marketing, whereas the endogenous variable was patient satisfaction and loyalty. As the instrument, the researchers used a questionnaire to reveal the patients’ perceptions and hopes about experiential marketing applied by the hospital and their satisfaction and loyalty. The researchers used Partial Least Square (PLS) as a data analysis method. The study showed that experiential marketing dimensions (consisting of sense, feel, think, act, and relate) positively and significantly affected patient satisfaction. Experiential marketing insignificantly and indirectly affected patient loyalty through patient satisfaction, and ‘relate’ was the most dominant dimension of experiential marketing in building patient satisfaction.
 
 Keywords: experiential marketing; patient satisfaction; patient loyalty.