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Journal articles on the topic 'Customer loyalty'

Author: Grafiati

Published: 4 June 2021

Last updated: 25 July 2025

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1

Darsono, Licen Indahwati. "LOYALTY & DISLOYALTY: SEBUAH PANDANGAN KOMPREHENSIF DALAM ANALISA LOYALITAS PELANGGAN." KINERJA 8, no. 2 (2017): 163–73. http://dx.doi.org/10.24002/kinerja.v8i2.894.

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Marketer convinced that customer loyalty is a valuable asset for the company. But, in today marketplace managing customer loyalty is a daunting task. An understanding about customer loyalty concept is prerequisite for managing customer loyalty. Customer loyalty concept best understood with the composite approach; behavioral and attitudinal approach. Composite approach could make marketer to find out loyalty category andloyalty stages of the customers, loyalty’s antecedent and manage loyalty from that antecedent. Customer satisfaction is an antecedent of customer loyalty. But, some researchers

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Santari, Ni Putu Nita, I. Wayan Suartina, and I. Made Astrama. "Pengaruh Customer Relationship Management dan Kepuasan terhadap Loyalitas Nasabah LPD Desa Adat Anggungan di Badung." Widya Amrita 1, no. 1 (2021): 381–93. http://dx.doi.org/10.32795/widyaamrita.v1i1.1187.

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The LPD is a village economic institution that is used to collect and distribute funds in general as well as a source of development financing in almost all parts of customary village areas in Bali. Savings customers are the top priority of the LPD in the customary village of Anggungan to create Loyalty. In creating customer satisfaction and loyalty, the LPD in the customary village of Anggungan is required to implement a good and appropriate strategy, namely Customer Relationship Management (CRM) to increase customer satisfaction and loyalty. The purpose of this study to analyze the effect pa

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Pps, Jurnalpps, Rio Budi Dwitama, Indra Prasetyo, and Nugroho Mardi Wibowo. "PENGARUH SERVICE MARKETING DAN EXPERIENTAL MARKETING TERHADAP CUSTOMER LOYALITY MELALUI CUSTOMER SATISFACTION PADA PELANGGAN MERK TOYOTA DI SURABAYA BARAT." Jurnal Manajerial Bisnis 3, no. 3 (2020): 234–42. http://dx.doi.org/10.37504/jmb.v3i3.259.

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This study aims to determine the effect of Service Marketing and Marketing Experiences on consumer loyalty through Toyota customer satisfaction in West Surabaya. This research is an explanatory study with a quantitative approach. The results of observations on 96 respondents were analyzed using path analys, and it can be concluded that Service Marketing and Experiential Marketing directly influence the Customer Loyalty of Toyota customers in West Surabaya. The other results show that Service Marketing and Experiential Marketing through Customer Satisfaction have a significant effect on the cus

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Aityassine, Fatima Lahcen Yachou. "Customer satisfaction, customer delight, customer retention and customer loyalty: Borderlines and insights." Uncertain Supply Chain Management 10, no. 3 (2022): 895–904. http://dx.doi.org/10.5267/j.uscm.2022.3.005.

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The aim of this study is to investigate the effects of customer satisfaction and customer delight on customer loyalty through customer retention. Data were collected using a questionnaire developed based on the literature and administered to a sample of restaurant customers consisting of 376 customers. Using IBM SPSS and AMOS software for data analyses, the results indicate that customer retention had a perfect mediating role in the effect of customer satisfaction on customer loyalty and a partial mediating role in the effect of customer delight on customer loyalty. The study provided several

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Dewi, Luh Komang Candra, Imade Hendra Saputra, Sourtua Marbun, and Luh Kadek Budi Martini. "The Influence of Service Quality and Customer Relationship Marketing on Customer Loyalty Using Trust as a Mediation Variable in the Village Credit Institution (LPD) of Customary Village." Journal of Digitainability, Realism & Mastery (DREAM) 2, no. 08 (2023): 1–12. http://dx.doi.org/10.56982/dream.v2i08.146.

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This study aims to determine the effect of service quality and customer relationship marketing on customer loyalty with trust as a mediating variable. This research was conducted at the Kerobokan Customary Village LPD. The population in this study were all customers of the Kerobokan Customary Village LPD with a total of 26,768 people. The sample is determined using the slovin formula with a total sample of 100 samples. Collecting data in this study using questionnaires with data analysis techniques is SEM-PLS. The results of this study indicate that 1. E-service quality has a positive effect o

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Ali, Muhammad Qasim, and Muhammad Suhail Sharif. "THE ROLE OF GAMIFIED CUSTOMER BENEFITS IN PURSUING CUSTOMERS’ LOYALTY: A MEDIATED ROLE OF CUSTOEMR ENGAGEMENT." March 2024 40, no. 1 (2024): 50–63. http://dx.doi.org/10.51380/gujr-40-01-05.

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The social media platforms have become progressively vital in modern era as a means of interacting with consumers and as a means for marketers to focus on online social networks so as to foster loyalty of brands. Purpose of this study is to analyze the causal relationship among the characteristics of gamified customer benefits (epistemic benefits, social integrative benefits, personal integrative benefits and hedonic benefits), customer engagement and customer loyalty with respect to online brand communities on social media platforms. This study also analyzes the mediating role of customer eng

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Wijayani, Tri, and Bono Prambudi. "PENGARUH KUALITAS PRODUK DAN BRAND IMAGE TERHADAP LOYALITAS PELANGGAN (Studi Empiris Pada Konsumen Wardah di Gerai Pusat Grosir Cililitan)." Jurnal Ekobis : Ekonomi Bisnis & Manajemen 10, no. 2 (2020): 195–207. http://dx.doi.org/10.37932/j.e.v10i2.127.

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The purpose of this research is to find out the influence of product,brand image partial and simultaneous to the customer loyalty of product cosmetik Wardah. The data collected using the Rao pubra formula invloing 100 respondents which is Wardah cosmetik customers. Metodology this research is casual relation with test validity, reability tets, classic assumption test, correlation test, multipe linear regression test, t-test, F-test, and determinants. Base on result of reseach partial know that product quality (X1) influence on custemers loyality Wardah cosmetik, brand image (X2) not influence

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Vilkaite-Vaitone, Neringa, and Ilona Skackauskiene. "Service Customer Loyalty: An Evaluation Based on Loyalty Factors." Sustainability 12, no. 6 (2020): 2260. http://dx.doi.org/10.3390/su12062260.

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This study sheds light on customer loyalty based on three groups of factors (customer, service provider, and environment). Noting the diversity of the effects of customer loyalty factors, this research investigates the impact of every factor upon customer loyalty. This paper provides an innovative insight into how a variety of customer loyalty factors might be combined into a single measure of customer loyalty. Finally, this study examines phases of customer loyalty and identifies the factors that prevent a peak of customer loyalty. The factors determining customer loyalty explain why customer

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Rizkiyah, Aminah, and Budiono Prestyadi. "PENGARUH SISTEM PENJUALAN ONLINE TERHADAP KEPERCAYAAN PELANGGAN DAN DAMPAKNYA PADA LOYALITAS PELANGGAN (STUDI PADA PT. WEB WAHANA WISATA)." MANAJERIAL 2, no. 1 (2017): 75. http://dx.doi.org/10.30587/jurnalmanajerial.v2i1.179.

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Consumer Loyality very important means for the company that maintain the sustainability of their business and the continuity of our business activities. Customers faithful consumers is satisfied with products and services provided. Then variable existing as follows: the influence of Online Sales System (X); Customer Trust (Y1); and customer loyalty (Y2);Using the tabulated results of the survey population data on customers of PT Web Wahana Wisata on JL. Veteran 5A Singosari No. 42-Gresik were analyzed using path analysis (path analysis). Then it can be known to the alpha coefficient of each va

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Uncles, Mark D., Grahame R. Dowling, and Kathy Hammond. "Customer loyalty and customer loyalty programs." Journal of Consumer Marketing 20, no. 4 (2003): 294–316. http://dx.doi.org/10.1108/07363760310483676.

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Customer loyalty presents a paradox. Many see it as primarily an attitude‐based phenomenon that can be influenced significantly by customer relationship management initiatives such as the increasingly popular loyalty and affinity programs. However, empirical research shows that loyalty in competitive repeat‐purchase markets is shaped more by the passive acceptance of brands than by strongly‐held attitudes about them. From this perspective, the demand‐enhancing potential of loyalty programs is more limited than might be hoped. Reviews three different perspectives on loyalty, and relates these t

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RAI, AVISHEK KUMAR. "CUSTOMER SATISFACTION AND CUSTOMER LOYALTY AT JAYASHREE TEXTILES." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 04 (2024): 1–5. http://dx.doi.org/10.55041/ijsrem32789.

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In this globalised and intensely competitive world, it is very necessary to retain existing customers. Thus customer loyalty has become need of any manufacturing industry. But to gain customer loyalty, it is necessary for the organizations to know about the factors which are influencing customer loyalty. So, the aim of this research is to explore the factors which influence customer loyalty and customer satisfaction at Jayashree Textiles. The factors which are influencing customer loyalty are product quality, customer support, product pricing, overall customer experience, consumer spending, in

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Ardhani, Aditya Putranto. "Pengaruh Switching Cost sebagai Pemoderasi Hubungan antara Kepuasan dan Loyalitas Konsumen." Jurnal Riset Manajemen dan Bisnis 2, no. 2 (2007): 155. http://dx.doi.org/10.21460/jrmb.2007.22.198.

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The aim of this research is to exornine the moderating effect of switching cost on the relationship between customer satisfaction"ia-ioyaiy. The reiearch object is 150 customers who use mobile phone Sim Card in Yogtakarta. The result shows that the moderating effect of switching cost on the relationship between satisfaction and loyatty is not supported. However the ffict ;f customer satisfaction on loyalty persists with or without the switching cost.Keywords: Switching Cost, Customer Satisfaction, Customer Loyalty

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Dewi, Apria Tika, and Dhani Ichsanuddin Nur. "Customer Loyalty Analysis in PT. BNI-46 (Persero) Support Branch of Graha Pangeran Surabaya." IJEBD (International Journal of Entrepreneurship and Business Development) 4, no. 4 (2021): 555–65. http://dx.doi.org/10.29138/ijebd.v4i4.1469.

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BANK is a financial institution that plays an important role in the economy which influences the movement of economic growth with the aim of improving the standard of living of the people at large. Based on the background of the problem, regarding the provision of good service quality to customers and the satisfaction received by customers with bank trust are the reasons for customers in choosing a bank so that customer loyalty can be created. This study aims: to determine the effect of trust on customer loyalty, to determine the effect of service quality on customer loyalty, to determine the

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Yessi Claudia Sianipar, Syafrizal Helmi Situmorang, and Rulianda Purnomo Wibowo. "ANALYSIS OF THE EFFECT OF DIGITAL CUSTOMER EXPERIENCE ON CUSTOMER LOYALTY THROUGH EMOTIONAL MARKETING AND CUSTOMER SATISFACTION FOR INDIHOME CUSTOMERS." International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 3, no. 4 (2023): 1235–47. http://dx.doi.org/10.54443/ijebas.v3i4.1023.

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Some of the conclusions obtained from this research are as follows following: Digital customer experiencesignificantly influence customer satisfaction. This shows that the greater the digital customer experience value that can be felt by customers, the customer satisfaction will increase. Digital customer experiencesignificantly influence emotional marketing. In this study, the relationship between these two variables is the closest of all variables because it has the highest path coefficient and t values. This shows that the greater the value of the digital customer experience, the greater th

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Setyowati, Dyah, and Sri Antariksa. "Analysis of the Influence of Green Marketing, Consumer Attitudes, Digital Marketing on Customer Loyalty with Customer Satisfaction as an Intervening Variable." International Journal of Economics, Finance and Management Sciences 12, no. 6 (2024): 554–62. https://doi.org/10.11648/j.ijefm.20241206.27.

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The purpose of this study was to determine the variables that make customers feel satisfied and loyal to Local Franchise Restaurants in Indonesia. The variables studied were Green Marketing, Consumer Attitude, Digital Marketing, Customer Loyalty and Customer Satisfaction as an Intervening Variable. The sample of this study was 110 respondents. The quantitative research method used SEM AMOS. From the results of the analysis of this study, it appears that this study supports the theory or research results which state that Green Marketing, Positive Customer Attitudes and Digital Marketing have an

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Imam, Toyyibul. "PENGARUH RELATIONSHIP MARKETING TERHADAP LOYALITAS NASABAH." MANAJERIAL 2, no. 1 (2017): 55. http://dx.doi.org/10.30587/jurnalmanajerial.v2i1.176.

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The research is aimed : 1) to determine the relationship marketing variables that consists of trust, commitment, communication, bonding and satisfaction partial effect on customer loyalty. 2) to determine the relationship marketing variables that consists of trust, commitment, communication, relationship and simultaneously influencing satisfaction on customer loyalty. In this study has six hypotheses to be tested using multiple linear regression. Sampel used in this study were drawn from the Bank BCA Syariah customers consisting of 80 respondents. This research using quantitative methods and s

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Handayani, Dola Fitritha Raras, Retno Widowati PA, and Nuryakin Nuryakin. "The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty." Jurnal Siasat Bisnis 25, no. 2 (2021): 119–30. http://dx.doi.org/10.20885/jsb.vol25.iss2.art3.

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Purpose: This research's main objective is to determine the relationship among e-service quality, trust, and brand image to customer loyalty. Customer satisfaction was a mediator which focused on Shopee customers in Yogyakarta. Design/methodology/approach: The research respondents consisted of 245 customers. The reliability and validity tests were conducted. The collected data were analyzed using the SEM AMOS method. Findings: The research results showed that: 1) e-service quality had a positive and significant influence on customer loyalty; 2) trust had a positive and significant influence on

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Lukito, Raynaldi, Tommy Christian Efrata, Liestya Padmawidjaja, and Wirawan E. D. Radianto. "The Impact of Perceived Quality and Perceived Value On Customer Satisfaction and Loyalty." 14th GCBSS Proceeding 2022 14, no. 2 (2022): 1. http://dx.doi.org/10.35609/gcbssproceeding.2022.2(22).

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One of the key elements that determines a business's financial and general success is customer loyalty. Because they are happy with the products they have already purchased, customers become loyal. Customer loyalty is ultimately a result of customer satisfaction. The purpose of this study is to ascertain whether perceived value and quality affect customers' satisfaction and loyalty with autoparts products. This study included 132 respondents who were auto parts customers. The results showed that customer satisfaction is significantly impacted by perceived quality. Customer loyalty is not direc

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Putra, Wahyu Pramana Arya, Friza Viola Fransiska, Fitria Lilyana, Hersusetiyati Hersusetiyati, and Senny Lusiana. "CUSTOMER LOYALTY: THE INFLUENCE OF PRICES AND PROMOTIONS ON CUSTOMER LOYALTY." Multifinance 2, no. 2 (2024): 108–18. https://doi.org/10.61397/mfc.v2i2.256.

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Indomaret customers in Bandung tend to compare prices at one minimarket with another, especially if the minimarkets are close. The price of goods in minimarkets is a fixed price that cannot be negotiated by customers. Customers tend to see product promotions in the form of discounts or price discounts as well as other promotions such as bundling packages when they want to make a purchase. This research was conducted to describe and analyze prices, promotions, and customer loyalty, as well as measuring the influence of prices and promotions on customer loyalty at Indomaret in Bandung. The metho

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Hidayat, Rachmad, and Sabarudin Akhmad. "Model Terpadu Kepuasan Pelanggan dan Loyalitas: Sebuah Analisis Bisnis Layanan Perbankan." MIMBAR, Jurnal Sosial dan Pembangunan 32, no. 1 (2016): 139. http://dx.doi.org/10.29313/mimbar.v32i1.1710.

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The purpose of this study is to determine the relationships of service quality, bank’s image, customer value and product quality with customer satisfaction and customer loyalty. Sample is the state-owned banks’ customers in four major cities in Indonesia. Data is analyzed by using the Structural Equation Modeling (SEM) method. Results lead to an integrated model of customers’ satisfaction and loyalty. In conclusion, customer value and quality of bank products do not significantly and directly affect customer loyalty, but do significantly affect customer loyalty mediated by customer satisfactio

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Komalasari, Fiona Poetri, and Surya Fajar Budiman. "Customer Retention Strategy Through Customer Satisfaction and Customer Loyalty: The Study on Traveloka Loyalty Program." TRJ Tourism Research Journal 2, no. 1 (2018): 69. http://dx.doi.org/10.30647/trj.v2i1.32.

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Customer loyalty and customer retention is very closely related, customer loyalty stopped customer churn and strengthen the customer retention. The primary aim of retention strategy is to build a strong customer base and to prevent them from drifting towards other competitor. Traveloka as a travel supplier company, is the leading online travel agent in Indonesia. The customers satisfaction has an average score of 3,91. The result signify that Traveloka is successful in obtaining its customers’ satisfaction The customer loyalty has an average score of 4,04. Traveloka has managed to reach custom

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Dwilianingsih, Nur Aprilia, and Rhian Indradewa. "The Influence of Relationship Marketing and Service Quality with Customer Satisfaction Mediation Variables on Customer Loyalty." Quantitative Economics and Management Studies 3, no. 4 (2022): 548–54. http://dx.doi.org/10.35877/454ri.qems963.

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Customer loyalty is so important for a company to retain customers. Customer loyalty is worth to reduce competition between competitors. Customer loyalty can be influenced by relationship marketing, service quality, and customer satisfaction. So this study aims to see the effect of relationship marketing, service quality, customer satisfaction, and customer loyalty. The population of this study focuses on Indonesian Islamic Bank (BSI) customers, using purposive sampling. The sample is Indonesian Sharia Bank (BSI) customers in the Tangerang area as many as 230. This type of research is quantita

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Hernando, Hernando, and Liem Bambang Sugiyanto. "The Effect of Customer Value, Trust, and Customer Satisfaction on Customer Loyalty Mediated By Customer Engagement (Empirical Study: Customer Music Course In Jakarta)." Asian Journal of Social and Humanities 2, no. 12 (2024): 3162–83. http://dx.doi.org/10.59888/ajosh.v2i12.441.

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This study aims to investigate the impact of customer value, trust, and customer satisfaction on customer loyalty, with customer engagement as a mediating variable, focusing on music course customers in Jakarta. Utilizing a quantitative approach, data was collected from 95 respondents who have been customers of music courses for more than three months and are over 18 years old. The data was analyzed using Partial Least Square (PLS) with the SmartPLS 3.0 software. The results of the study indicate that trust and customer value positively and significantly influence customer engagement, which in

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Tjahjono, ST Prijono Budi, and Kandi Sofia Senastri Dahlan. "Increased Customer Loyalty: The Role Of Service Quality, Trust, Satisfaction, And Business Process Improvement As Mediation." Journal of Social Science (JoSS) 2, no. 10 (2023): 912–26. http://dx.doi.org/10.57185/joss.v2i10.141.

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This study aims to analyze more deeply the relationship and influence of Service Quality, Customer Trust, and Satisfaction on Customer Loyalty of Non-Program Small Medium Enterprise (SME) Credit Customers Mediated by Business Process Improvement (Empirical Study: Bank BTN Regional Office 2). An online survey using Google Forms to SME credit customers of Bank BTN Regional Office 2 covering DKI Jakarta and Banten was used to collect data as material for this study. In this study the variables Service Quality, Customer Trust and Satisfaction as dependent variables, Customer Loyalty as an independ

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Budianto, Apri. "Customer Loyalty: Quality of Service." Journal of Management Review 3, no. 1 (2019): 299. http://dx.doi.org/10.25157/jmr.v3i1.1808.

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This article focuses on the influence of service quality on customer loyalty to modern market customers. This article is motivated by the increasing number of modern market customers caused by the quality of service that affects the increasing loyalty of customers. The formulation of the problem in this article is how the quality of service influence on customer loyalty. The working hypothesis in this article is: "Service Quality positively affects customer loyalty".The method employed in making this article was done to get a picture of the effect of service quality on customer loyalty to mode

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Ayuningtias, Kartika Sekar, and Trisha Gilang Saraswati. "Retail Service Quality and Customer Loyalty." Journal of Secretary and Business Administration 3, no. 1 (2019): 58. http://dx.doi.org/10.31104/jsab.v3i1.84.

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IKEA Alam Sutera is a conventional furniture company with the theme of self-service shopping that is still new to the people of Indonesia. There is a retail service quality that is a variable on the experience of consumers in receiving IKEA services that have problems in them and cause dissatisfaction from customers, therefore the customer satisfaction variable is used in this study. It also has the aim to know whether customers can still be loyal to IKEA with the customer loyatly variable. The sample of this research was 100 respondents who were IKEA consumers who had made purchases at least

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Candra, Eko, and Ketut Sunaryanto. "Pengaruh Harga, Kualitas Produk, Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan." Business and Investment Review 1, no. 5 (2023): 109–17. http://dx.doi.org/10.61292/birev.v1i5.53.

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Customer loyalty can be an effective, competitive and efficient strategy for a brand or company, because it can strengthen customer trust in the brand. Customers assess perceived loyalty based on price, product quality, service quality and satisfaction felt when shopping. The purpose of this study was to determine the effect of price, product quality, service quality, satisfaction and loyalty on customers who shop for material products in Indonesia. This research was conducted on 120 respondents located in Indonesia who are customers of material companies or stores. Data were collected using q

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Pratiwi, Lia Yudar. "Analisis Pengaruh Bauran Pemasaran, Loyalty Program, Intentions to Switch Terhadap Kepuasan Pelanggan dan Implikasinya Pada Loyalitas Pelanggan PT. Bank Negara Indonesia 46 Merauke." Jurnal Penelitian dan Pendidikan IPS 13, no. 1 (2020): 22–31. http://dx.doi.org/10.21067/jppi.v13i1.4752.

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This study aims to analyze the effect of marketing mix on customer loyalty, analyze the effect of loyalty programs on customer loyalty, analyze the effect of intentions to switch on customer loyalty, analyze the effect of customer satisfaction on customer loyalty, analyze the effect of marketing mix on customer loyalty through customer satisfaction and analyze the effect loyalty program to customer loyalty through customer satisfaction PT. Bank Negara Indonesia 46 Merauke. The sample in this study was 76 customers. The analysis technique uses path analysis. The marketing mix has a significant

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Siska, Siska, Dian Nur Rahmawati, and Ilham Ilham. "Pengaruh Customer Intimacy, Customer Experience, Customer Satisfaction, dan Customer Bonding Terhadap Loyalitas Pelanggan." Jurnal Ekonomi & Manajemen Indonesia 23, no. 1 (2023): 109–25. http://dx.doi.org/10.53640/jemi.v23i1.1393.

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This study aims to determine the effect of customer intimacy, customer experience, customer satisfaction, and customer engagement on customer loyalty at the Haji Cilik shop in Tenggarong. The sample used was 105 respondents and used the sampling technique Random Sampling. This type of research is research with a quantitative approach. The research results show that the four variables, namely customer intimacy (X1), customer experience (X2), customer satisfaction (X3), and customer bonding (X4) simultaneously influence customer loyalty. Based on the partial test, the customer experience and cus

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Siska, Siska, Dian Nur Rahmawati, and Ilham Ilham. "Pengaruh Customer Intimacy, Customer Experience, Customer Satisfaction, dan Customer Bonding Terhadap Loyalitas Pelanggan." Jurnal Ekonomi & Manajemen Indonesia 23, no. 1 (2023): 109–25. http://dx.doi.org/10.53640/jemi.v23i1.1392.

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This study aims to determine the effect of customer intimacy, customer experience, customer satisfaction, and customer engagement on customer loyalty at the Haji Cilik shop in Tenggarong. The sample used was 105 respondents and used the sampling technique Random Sampling. This type of research is research with a quantitative approach. The research results show that the four variables, namely customer intimacy (X1), customer experience (X2), customer satisfaction (X3), and customer bonding (X4) simultaneously influence customer loyalty. Based on the partial test, the customer experience and cus

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Pasaribu, Romindo M., Arlina Nurbaity Lubis, Endang Sulistya Rini, and Beby Karina F. Sembiring. "Examining Generation Z Loyalty in Medan's Fashion Sector Omnichannel." Journal of Ecohumanism 3, no. 6 (2024): 562–70. http://dx.doi.org/10.62754/joe.v3i6.4028.

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Generation Z's mobile behavior is a challenge for retailers in the fashion industry to provide and create experiences and engagement that will ultimately form loyalty. create experiences and engagement that will ultimately form customer loyalty. customers. The purpose of this study is to examine and analyze experience, customer engagement, and hedonic cultural value orientation in increasing the loyalty of generation Z customers in Medan City. This research was conducted on Generation Z in Medan City with a sample size of 440 respondents. Data analysis technique data analysis technique using S

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Vanessa, Vanessa, Oliandes Sondakh, and Amelia Amelia. "Relationship Marketing, Switching Costs dan Service Quality terhadap Customer Satisfaction dan pada akhirnya Membentuk Customer Loyalty pada PT. Lautan Indomasutama Medan." Journal of Management and Bussines (JOMB) 6, no. 3 (2024): 849–59. http://dx.doi.org/10.31539/jomb.v6i3.9067.

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This research aims to determine and analyze relationship marketing, switching costs and service quality on customer satisfaction and ultimately forming customer loyalty. The population in this study was 141 customers. The number of samples in this research was 68 customers who used freight forwarding services. The data collection technique uses a questionnaire. The data analysis technique uses multiple linear regression analysis. The research results show that relationship marketing has a significant effect on switching costs, service quality has a significant effect on switching costs, relati

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Yu-TeTu, Yu-TeTu, and Tan-Kui Hsu . "The Impact of Brand Image and Customer Commitment on Loyalty: An Empirical Study of Automobile Sector." Information Management and Business Review 5, no. 4 (2013): 181–93. http://dx.doi.org/10.22610/imbr.v5i4.1042.

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Corporate brand image has been assessed as an important antecedent of customer commitment and loyalty. Corporate brands help companies achieving higher performance, such as sales. A poor brand image will lead to disaster, and lose customers. Marketing exists to deliver more value to satisfy customers as well as build a long-term and mutually profitability relationship with customers. If a firmâ€™s products or services do not satisfy or meet the customerâ€™s needs and wants, all the strategies are insufficient. With loyal customers, companies can have higher market share and reduce the operatin

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Kaur, Surjit. "Predictors of customer loyalty: A mediation analysis." RESEARCH REVIEW International Journal of Multidisciplinary 4, no. 2 (2019): 784–87. https://doi.org/10.5281/zenodo.2585914.

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Customer loyalty in the world of cut throat completion is the only way out for an organisation to excel the heights of success. This paper is an endeavor to study the predictors of customer loyalty with respect to restaurants. The objective of the study is to analyze the relationship among service quality perception, satisfaction and loyalty of customers visiting the restaurants. The data for the study has been collected from 250 such customers. The results revealed that there exists a positive relationship between service quality and customer loyalty; service quality and customer satisfaction

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Tu, Yu-Te, and Hsiao-Chien Chang . "Corporate Brand Image and Customer Satisfaction on Loyalty: An Empirical Study of Starbucks Coffee in Taiwan." Journal of Social and Development Sciences 3, no. 1 (2012): 24–32. http://dx.doi.org/10.22610/jsds.v3i1.682.

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Corporate image has been assessed as an important antecedent of customer satisfaction and loyalty. Corporate brand is vital because positive corporate brands help companies achieving higher performance, such as sales. Marketing exists to deliver more value to satisfy customers as well as build a long-term and mutually profitability relationship with customers. If a firmâ€™s products or services do not satisfy or meet the customerâ€™s needs and wants, all the strategies are insufficient. With loyal customers, companies can have higher market share and reduce the operating cost. An improvement o

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Taufik, Agus, Sugeng Santoso, Muhamad Irfan Fahmi, Faqih Restuanto, and Steven Yamin. "The Role of Service and Product Quality on Customer Loyalty." Journal of Consumer Sciences 7, no. 1 (2022): 68–82. http://dx.doi.org/10.29244/jcs.7.1.68-82.

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Coffee shops are today's businesses with good and competitive prospects in providing customer satisfaction and building customer loyalty. This study aims to analyze the relationship between service quality and product quality on customer satisfaction and loyalty, the relationship between customer satisfaction and customer loyalty, and the relationship between product and service quality and customer loyalty mediated by customer satisfaction. The study was conducted using quantitative methods, sampling a questionnaire to 100 customers of Coffee Shop. The study was conducted in August 2021. Mean

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Bahtera, Novyandri Taufik, and Vina Firkiyatul Munawaroh. "Analyzing Customer Satisfaction’s Effect as Intervening Variable of Service Quality Influencing Customer Loyalty: Indonesian Perspective." TIJAB (The International Journal of Applied Business) 6, no. 2 (2022): 195–208. http://dx.doi.org/10.20473/tijab.v6.i2.2022.38567.

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Service quality is defined as a performance offered by a company to customers providing customer satisfaction and, in turn, can earn their loyalty. This study aims to analyse service quality effect on customer satisfaction, customer satisfaction on customer loyalty, and customer satisfaction as mediating service quality on customer loyalty. The method used inferential quantitative research. The data were collected by distributed online questionnaires on 43 customers of Islamic bank in East Java, Indonesia as the respondents. The data were processed by using the SmartPLS 3.0. The study’s result

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Pratiwi, Ni Kadek Sintha, I. Wayan Suartina, and Ida Ayu Putu Widani Sugianingat. "Pengaruh Kualitas Pelayanan, Bauran Pemasaran Dan Citra Merek Terhadap Loyalitas Pelanggan Pada Mcdonald’s Di Kota Denpasar." Widya Amrita 1, no. 1 (2021): 94–114. http://dx.doi.org/10.32795/widyaamrita.v1i1.1152.

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Customer loyalty is a commitment that customers hold deeply to buy the product or service being offered. In order for customers to have high loyalty, a company needs to pay attention to the factors that determine customer loyalty. The purpose of this study was to determine the effect of service quality, marketing mix and brand image on customer loyalty. This research was conducted at McDonald's company in Denpasar City. The number of samples taken was 100 customers, with probability sampling method, especially simple random sampling. Data collection was carried out through interviews, observat

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Juharsah, Juharsah. "Peranan Rasa Syukur, Kepercayaan, dan Komitmen dalam Memediasi Pengaruh Ikatan Finansial, Ikatan Sosial, Ikatan Kustomisasi, dan Ikatan Struktural Terhadap Loyalitas Nasabah Bank Sultra." Jurnal Manajemen, Bisnis dan Organisasi (JUMBO) 2, no. 2 (2019): 1. http://dx.doi.org/10.33772/jumbo.v2i2.1838.

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This study aims to examine and analyze mediating role of gratitude, trust, and commitment in financial, social, customization, and structural bonding on Bank Sultra customer loyalty. Total sample are 354 respondents through Slovin formula.The respondent obtained by convenience sampling method. Data for needs analysis questionnaires were obtained by using a Likert scale of 5 points.The data were then analyzed with methods of structural equation modeling approach. The analysis showed that; gratitude play a role mediating influence financial, social, customization, and structural bonding on custo

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Astini, Rina. "Mediasi dan Pengaruh Switching Cost terhadap Loyalitas Pelanggan." Winners 9, no. 2 (2008): 161. http://dx.doi.org/10.21512/tw.v9i2.724.

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Article presents a measurement of the effects of satisfaction and trust in connection with customer loyalty, and a direct and indirect effects of switching cost on customer loyalty. Data were collected from 42 respondents coming from GSM customers. Data was analyzed by using path analysis methods. The study found that satisfaction did not necessarily affect customers’ loyalty. Relationship of customer satisfaction and trust was greatly influenced by perception of customers towards the cost of switching. Level of satisfaction and respondent loyalty average was 69.7% and the average value of cus

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Octia Dea Ayu Amanda, Andi Muhammad Sadat, and Rahmi Rahmi. "Pengaruh Customer Relationship Management (CRM) dan Service Quality terhadap Customer Loyalty Melalui Customer Satisfaction Pelanggan Indomaret." JURNAL MANAJEMEN DAN BISNIS EKONOMI 3, no. 2 (2025): 125–43. https://doi.org/10.54066/jmbe-itb.v3i2.3124.

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The purpose of this study is to determine the effect of Customer Relationship Management (CRM) and Service Quality on Customer Loyalty and Customer Satisfaction in the study of Indomaret customers in DKI Jakarta. This research uses SEM (Structural Equation Modeling) for quantification. The data collected was obtained through distributing questionnaires using Google Form with a purposive sampling method with certain criteria. The characteristics of this research sample are customers who have shopped at Indomaret. Data analysis was carried out using SmartPLS version 4.0 software and the sample s

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Myftaraj, Ervin, and Brunela Trebicka. "Analyzing the impact of loyalty card programs on customer behavior: insights from the Albanian market." F1000Research 12 (August 23, 2023): 1028. http://dx.doi.org/10.12688/f1000research.138185.1.

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Background: Loyalty card programs have become prevalent in the retail industry, offering various benefits and rewards to customers. This study aims to analyze the impact of loyalty card programs on customer behavior in the Albanian market. Methods: A survey was conducted among a diverse sample of customers from different retail sectors in Albania. The survey collected data on awareness, satisfaction, loyalty, and customized benefits. The survey was distributed between March and May 2023, and responses were collected electronically. The survey responses were analyzed to address the research que

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Myftaraj, Ervin, and Brunela Trebicka. "Analyzing the impact of loyalty card programs on customer behavior: insights from the Albanian market." F1000Research 12 (October 16, 2023): 1028. http://dx.doi.org/10.12688/f1000research.138185.2.

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Background: Loyalty card programs have become prevalent in the retail industry, offering various benefits and rewards to customers. This study aims to analyze the impact of loyalty card programs on customer behavior in the Albanian market. Methods: A survey was conducted among a diverse sample of customers from different retail sectors in Albania. The survey collected data on awareness, satisfaction, loyalty, and customized benefits. The survey was distributed between March and May 2023, and responses were collected electronically. The survey responses were analyzed to address the research que

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Myftaraj, Ervin, and Brunela Trebicka. "Analyzing the impact of loyalty card programs on customer behavior: insights from the Albanian market." F1000Research 12 (November 21, 2023): 1028. http://dx.doi.org/10.12688/f1000research.138185.3.

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Background Loyalty card programs have become prevalent in the retail industry, offering various benefits and rewards to customers. This study aims to analyze the impact of loyalty card programs on customer behavior in the Albanian market. Methods A survey was conducted among a diverse sample of customers from different retail sectors in Albania. The survey collected data on awareness, satisfaction, loyalty, and customized benefits. The survey was distributed between March and May 2023, and responses were collected electronically. The survey responses were analyzed to address the research quest

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Choirulloh, Alif, Ariyanti Martina Waruwu, Bagas Prastowo, Pasrah Telaumbanua, and Yulianto Yulianto. "Pengaruh Customer Relationship Management (CRM) dan Promosi terhadap Loyalitas Pelanggan XL Axiata." SCIENTIFIC JOURNAL OF REFLECTION : Economic, Accounting, Management and Business 8, no. 1 (2025): 111–18. https://doi.org/10.37481/sjr.v8i1.1017.

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Customer Loyalty is one of the challenges for telecommunication companies, including XL Axiata. In a highly competitive industry, companies need to implement effective strategies to maintain customer loyalty. Two strategies that can be adopted are Customer Relationship Management (CRM) and promotion. CRM helps companies build long-term relationships with customers, while promotions drive loyalty and increase customer engagement. This study aims to explore the role of these two factors in increasing customer loyalty at XL Axiata. Data was collected through questionnaires distributed to students

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Ernaningsih, Anisah, Wiwik Handayani, and Arief Bachtiar. "From Likes to Loyal: An Analysis of the Influence of Social Media, Trust Levels, and Communication Mediated by Customer Bonding on Loyalty at CV. Rumah Lamongan." International Journal of Business and Applied Economics 3, no. 4 (2024): 623–40. http://dx.doi.org/10.55927/ijbae.v3i4.9861.

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This study to purpose for examines the influence of social media, trust level, and communication on customer loyalty with customer bonding as a mediating variable. Social media enhances effective communication and trust between the company and its customers, thereby strengthening customer loyalty. Customer bonding reinforces the emotional connection between customers and the company, which in turn increases loyalty. The results indicate that social media, trust, and communication have a positive and significant impact on customer loyalty through customer bonding at CV. Rumah Lamongan. This res

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Situmeang, Samuel, and Sugiyanto Sugiyanto. "The Effect of Service Quality, Customer Orientation and Customer Satisfaction on Customer Loyalty." International Journal of Economics (IJEC) 3, no. 2 (2024): 1333–44. http://dx.doi.org/10.55299/ijec.v3i2.1134.

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This study aims to examine the effect of service quality, customer orientation on customer satisfaction and customer loyalty on JCO products. This study is motivated by unmentioned customer loyalty, so a study was conducted to find out from the quality of service and customer orientation which will be the most influential variables on customer satisfaction and customer loyalty on JCO products. The population in this study were all consumers at JCO Outlets domiciled in the Jabotabek area, totaling 103 Outlets. While the research sample was taken using a purposive sampling technique, namely cust

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Yudi, Wahyudi, Nurmiati Nurmiati, Miftha Farild, and Fauziah Bakhtiar. "Fungsi Mediasi Kepercayaan pada Pengaruh Kepuasan terhadap Loyalitas Pelanggan." Jurnal Manajemen dan Kewirausahaan 9, no. 1 (2021): 102. http://dx.doi.org/10.26905/jmdk.v9i1.5751.

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The purpose of this study is to verify the mediating role of trust on the linkage of customer satisfaction toward customer loyalty. The data for this study were collected through a survey of 216 bank customers in Makassar, and the responses were analyzed to assess the linkage of customer satisfaction toward customer loyalty with trust as mediating variable. The research findings indicate that in the banking industry, customer satisfaction and trust positively effect on customer loyalty. In addition, trust has not mediation effect between customer satisfaction and loyalty. This means that to in

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Windartiningsih, Reska, Resti Hardini, Kumba Digdowiseiso, and Noor Fadhiha Mokhtar. "Influence of Customer, Trust and Quality of Customer Satisfaction in Customer Loyalty at PO Harapan Jaya Jakarta-Magetan Department." Jurnal Ilmiah Social Teknik 6, no. 1 (2024): 107–14. http://dx.doi.org/10.59261/jequi.v6i1.177.

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This study aims to analyze the effect of service quality, trust and customer satisfaction on customer loyalty. In this study using primary data obtained from distributing questionnaires to 100 PO Harapan Jaya Bus customers, Jakarta-Magetan Department. This study uses the Multiple Linear Regression method, the results of this study indicate that there is a positive and significant effect on customer loyalty. There is a positive and significant influence between service quality, trust and customer satisfaction on the loyalty of PO Harapan Jaya Bus customers. The existence of a positive and signi

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Supriyanto, Bambang, and Kandi Sofia Senastri Dahlan. "The Title is Analysis of The Effect of Brand Image and Service Quality on Customer Loyalty by Mediating Customer Satisfaction (Empirical Study on PT Kennametal Indonesia Customers)." Jurnal Syntax Transformation 4, no. 10 (2023): 220–31. http://dx.doi.org/10.46799/jst.v4i10.845.

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Study This aim For analyze influence image brand and quality service to loyalty customer with consider satisfaction customer as a mediator. Study This carried out on customers of PT Kennametal Indonesia, which is company operating in the cutting tool industry with Kennametal brand . Research methods used _ is approach studies empirical with use questionnaire as tool data collection . Research sample This consists from selected PT Kennametal Indonesia customers in a way random . Collected data analyzed using SMART PLS 3.0 for test connection between variable independent ( image brand and qualit

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