Variation In Loyalty Research Articles

KUALITAS PELAYANAN JASA DAN RELATIONSHIP MARKETING SERTA PENGARUHNYA TERHADAP KEPUASAN DAN LOYALITAS PERUSAHAAN PENGGUNA JASA KEAMANAAN

Customer loyalty has not been optimal due to customer satisfaction which is still not optimal due to the lack of good service quality and relationship marketing. The purpose of this study was to determine the effect of service quality and relationship marketing on the satisfaction and loyalty of companies using security services at Red Guard Security Bandung. This research was conducted with a sampling study at the company's partner Red Guard Security Bandung. The research method used is path analysis. (path analysis). The total number of respondents was 67 people. Based on the results of research and data processing, it can be seen that the Service Quality variable (X1) has a Direct influence of 32.40%, and the Indirect influence through its relationship with Relationship Marketing (X2) is 10.20%, so the total effect is 42.60%. The relationship Marketing variable (X2) has a direct effect of 18.60%, and the indirect influence through its relationship with service quality (X1) is 10.20% so the total effect is 28.80%. The results of the calculation of the coefficient of determination (r squared) expressed in percentages describe the contribution of all independent variables, namely Service Quality (X1), Relationship Marketing (X2) to Customer Satisfaction (Y) amounting to 71.40%. In comparison, the implications of Customer Satisfaction in determining variations in Loyalty (Z) (Y) is 79.60%. Meanwhile, other factors that were not examined and influenced loyalty were at Red Guar Security Bandung, indicated by the value of Pyє = 0.204 or 20.40%. From the results of this study, it is expected that the company will be able to encourage better service quality by improving various aspects of service to create optimal customer satisfaction which will ultimately have an impact on customer loyalty.

A Multidimensional Practice-Based Framework of Interactive Value Formation

This study seeks to deconstruct the multidimensionality of the Interactive Value Formation (IVF) process within complex and prolonged Technology-Based Self-Services (TBSSs). Building on practice theory and Service Dominant logic, this framework sheds light on the complexity of practice-based resource integration processes within the IVF process. The findings demonstrate firstly, how IVF can result in both value co-creation and co-destruction and secondly, how these outcomes are influenced by the enactment of practices within the service experience. Finally, this study demonstrates the mediating role of consumer intensity as a function of consumer effort and time during this enactment. The suggested framework emphasizes the role of engagement, as intersecting between resource-based practices and outcomes, and the nested nature of the IVF process. In doing so, the relationship between the multiple outcomes of engagement and variations in loyalty are revealed. The study has implications for service managers responsible for user experience of complex and prolonged TBSSs. Directions for future research can focus on further deconstructing the multi-dimensionality of the IVF process.

An Empirical Research on Rebooting of Customer Loyalty of Bata Product Through Guerrilla Marketing

This study is conducted to examine the rebooting of customer loyalty of Bata products through Guerrilla marketing that helps to sustain their customers. In this era of globalization all firms are facing competition. Bata Company is not an exception. Hence this study will reveal how for this guerilla marketing is effective to sustain in the market. Primary data collected through survey method. Questionnaire constructed and data was collected from customers in Chennai city. Multiple regression analysis tools are used that helps to predict the effect of independent variables on dependent variable. Multiple regression analysis determines the fit of the model and the relative contribution of each of the predictors to the total variance. The variation in loyalty of customers of Bata products through Guerilla marketing is explained by change in design, cost effectiveness, variety of products and offers to attract customers. Each independent variable explains the variance.

Deconstructing the internal structure of perceived authenticity for heritage tourism

Although modern society is more inclined to view authenticity from a postmodernist perspective, few quantitative studies on heritage tourism explored existential authenticity in detail. This study deconstructs authenticity into three components – object-related, intra-personal, and inter-personal – and then constructs a complete model by exploring each component’s internal structures, asking to what extent travel motivation is an antecedent and loyalty, a consequence. Data were obtained from 1,088 valid survey questionnaires distributed in Pingxi, Taiwan. Study findings confirmed the reliability and validity of the items used to measure the construct of authenticity. Regarding the internal structure of authenticity, intra-personal authenticity plays a mediating role between object-related authenticity and inter-personal authenticity, and this inter-personal authenticity may be the final value that tourists perceive. Compared with recent related studies, this model more comprehensively explains the degree of variation in loyalty, reflecting its importance for heritage tourism management and marketing. If a destination remains authentic, tourists are willing make a return visit. Authenticity may enable tourism managers to strike a balance between preservation and development when achieving the long-term goal of sustainable development.

Enhancing client loyalty of advertising agencies: the influence of creativity and inter-firm relationships

This study develops a model for the drivers of loyalty, drawing literature from both service quality and relationship marketing. It investigates how advertising agencies’ creativity and inter-firm relationships influence their clients’ perceived value and overall satisfaction, and in turn how these influence clients’ loyalty towards advertising agencies. A validated survey instrument was used to collect quantitative data. Responses from 119 clients of advertising agencies were analysed using the Partial Least Square (PLS) technique. The model was robust in that inter-firm relationships, overall satisfaction and value followed by creativity explained 72% of variation in loyalty. The findings reveal that the inter-firm relationship is a more important determinant of satisfaction with an advertising agency than creativity, however this relationship is reversed when considering clients’ value perceptions. Service providers such as advertising agencies need to ensure that they focus on all the aspects of service provision to fulfil varying needs and expectations of their clients.

Modeling customer satisfaction and loyalty: survey data versus data mining

PurposeThe loyalty literature has investigated the association between customer satisfaction and customer loyalty and revealed mixed results. Some studies have indicated that the relationship is linear, whereas others have found it to be non‐linear. This study examines the nature of this association in retail banking, an issue that has not been tested empirically.Design/methodology/approachA survey study examined bank customers' attitudes, perceptions, and behavior. Bivariate and multivariate testing was applied to develop two loyalty models: one based only on variables typically known to a bank, such as demographics and recent consumer behavior, and the other based on additional survey data.FindingsA non‐linear relationship between customer satisfaction and customer loyalty was found, and a model explaining 56.9 percent of the variation in customer loyalty was developed. Predictors of loyalty beyond the attitudinal dimensions traditionally tested for their association with loyalty were found to be associated with customers' intentions to remain with their bank. In particular, market conditions such as switching costs and benefits as well as recent consumer behavior were found to add explanatory power. Further, this study contrasted a full model explaining 56.9 percent of the variation in loyalty with a model based only on variables known to banks, which explained only 8.4 percent. Profiling customers based on survey data can thus provide additional explanatory power compared to data mining modelsOriginality/valueThe models can be used by bankers to profile customers who are likely to remain loyal, allowing practitioners to implement proactive marketing action to reward such loyalty. Customers least likely to defect have high satisfaction levels, perceive switching as an unattractive option, and typically have a long‐established banking relationship.

Loyalty-Based Portfolio Choice

I evaluate the effect of loyalty on individuals' portfolio choice using a unique dataset of retirement contributions. I exploit the statutory difference that, in 401(k) plans, stand-alone employees can invest directly in their division, while conglomerate employees must invest in the entire firm, including all unrelated divisions. Consistent with loyalty, employees of stand-alone firms invest 10 percentage points (75%) more in company stock than conglomerate employees. Support is also found using variation in loyalty between different groups of employees, across and within firms. The cost to employees of loyalty is large, amounting to nearly a 20% loss in retirement income.

Using polarisation to identify variations in behavioural loyalty to price tiers

PurposeThis paper has two purposes: to use polarisation to identify variations in loyalty and to apply polarisation to an important non‐brand attribute, price.Design/methodology/approachA comprehensive revealed preference data set of wine purchases is used to apply polarisation. Polarisation was defined in two ways: as a function of the beta binomial distribution (BBD) to give a measure of loyalty for an alternative; and as a function of the Dirichlet multinomial distribution (DMD) to give a baseline level of loyalty. Variations were identified by analysing the differences between the BBD and DMD.FindingsPolarisation was shown to be one way of identifying variation across price tiers. In the empirical example used, the DMD model is violated with the price tiers not being directly substitutable with one another. Buyers show excess loyalty towards the lowest and highest price tier levels. One tier shows “change‐of‐pace” loyalty. Small brands do better when they focus on high loyalty tiers, middle brands compete in the change‐of‐pace tier and large brands do well across all tiers.Originality/valueVery little work has been undertaken into price tier loyalty and no known empirical research has been undertaken into behavioural loyalty to price tiers in wine. Very little empirical research has considered the association between excess loyalty for attribute levels (such as price tiers) and the existence of niche, change‐of‐pace and reinforcing brands.