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Journal articles on the topic 'Customers loyalty'

Author: Grafiati

Published: 4 June 2021

Last updated: 26 July 2025

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1

Santos Branca, Sanzinha dos, Luh Komang Chandra Dewi, and Augusto da Conceição Soares. "The Effect Of Innovation Product, Service Quality To Customer Satisfaction And Customer Loyalty Of Banco Nacional De Comercio Timor-Leste/BNCTL Dili." ABM : International Journal of Administration, Business and Management 2, no. 2 (2020): 149–68. http://dx.doi.org/10.31967/abm.v2i2.396.

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The objective of this thesis is to analyze and explain: 1) The effect of product innovation to customers’ satisfaction, 2) The effect of services quality to customers’ satisfaction, 3) The effect of products’ innovation to customers’ loyalty. 4) The effect of services quality to customers’ Loyalty. And 5) The Effect of customers’ satisfaction to customers’ loyalty. The data collection in this research through distribution of questioner to customers of BNCTL Bank in Dili. The sampling technique used is non-probability sampling with purposive sampling technique, total of 80 respondents were chos

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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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Gracia, Esther, Arnold B. Bakker, and Rosa M. Grau. "Positive Emotions." Cornell Hospitality Quarterly 52, no. 4 (2011): 458–65. http://dx.doi.org/10.1177/1938965510395379.

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Although customer quality evaluations is a recognized precursor to loyalty, several studies have indicated that loyalty also depends on favorable customer emotions toward a hotel or restaurant. This model of developing loyalty can be summarized as a process that begins with the customer’s favorable assessment of service quality; continues with positive feelings toward the establishment; and ends with loyalty behavior, including repeat purchases and favorable recommendations. To assess this process, a cognitive-affective-conative model is tested, using separate constructs to clarify the specifi

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Oumar, Timothy K., Eric E. Mang’Unyi, Krishna K. Govender, and Sookdhev Rajkaran. "Exploring the e-CRM – e-customer- e-loyalty nexus: a Kenyan commercial bank case study." Management & Marketing 12, no. 4 (2017): 674–96. http://dx.doi.org/10.1515/mmcks-2017-0039.

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Abstract This article scaffolds on customer relationship management (CRM) theory and explores the association between electronic CRM (e-CRM) and electronic customer’s (e-customer) electronic loyalty (e-loyalty) in the banking sector. By using a survey design, data was collected from a convenience sample of customers of a major Kenyan commercial bank, and analysed using structural equation and multiple regression modelling. The findings reveal that there is a positive relationship between e-CRM and e-customers’ loyalty. The e-CRM features at all three stages of an electronic transaction cycle n

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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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Rehman, Hina, Muhammad Zeeshan, and Hamza Tahir. "STORE LOYALTY AND IMPULSIVE BUYING." Pakistan Journal of Social Research 04, no. 01 (2022): 829–37. http://dx.doi.org/10.52567/pjsr.v4i1.949.

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The objective of the study is to find out what factors trigger a customer to go for impulse buying decision. Previous researches show the relationship of different variables like situational characteristics i.e. availability of money, time and which make customers to go for impulsive buying. This research focuses on store environmental characteristics, loyalty of customers with the store, and emotions of the customers. The results of this study show a positive relationship between variables of store environment characteristics and store loyalty with the positive emotions of the customers and t

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Chhabra, Sakhhi. "An Empirical Analysis of the Effect of a Retailers Loyalty Programme on Their Customers’ Loyalty." Global Business Review 18, no. 2 (2017): 445–64. http://dx.doi.org/10.1177/0972150916668612.

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Traditionally, marketing has focused on acquiring customers and gaining market share rather than on retaining existing customers. With increasing competition, there is a need for developing more sophisticated activities in order to retain the existing customers. Consequently, loyalty programmes (LPs) are being employed as a strategic business goal in order to gain customers’ loyalty. In this research, the main aim is to find whether these LPs affect customers’ loyalty towards the retailer by closely analyzing the loyalty card members of a leading Indian departmental store in Delhi. Quantitativ

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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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Hassan, M. Taimoor, Bilal Ahmed, Saleem Ahmed, et al. "Measuring Customers Loyalty of Islamic Banking in Bahawalpur Region." International Journal of Learning and Development 2, no. 2 (2012): 101. http://dx.doi.org/10.5296/ijld.v2i2.1593.

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Purpose: The basic purpose of measuring the customer’s loyalty in Islamic banking in Bahawalpur region is their long term commitment.Design/methodology/approach: This research has been conducted utilizing the actual data with the help of a questionnaire based on the literature extensively written on Islamic banking services, to develop a viable model to explore the attributes which lead towards the customer loyalty in utilizing the financial services of Islamic banks in Bahawalpur region. A new dimension is added by conducting research on customer’s loyalty in Islamic banking in Bahawalpur reg

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Muhammad Ismuroji, Endang Sulistya Rini, and Beby Karina Fawzeea Sembiring. "INFLUENCE OF BRAND IMAGE AND CUSTOMER SATISFACTION TO BRAND LOYALTY THROUGH BRAND LOVE AS A MEDIATION VARIABLE IN STARBUCKS MULTATULI MEDAN." International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 3, no. 2 (2023): 557–68. http://dx.doi.org/10.54443/ijebas.v3i2.803.

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Along with rising population and income levels, it has become a major factor in the rising demand for non-consumption-based necessities, which many have adopted as a way of life. The expansion of the Coffee Shop industry has made coffee an integral part of people's lifestyles. Starbucks' continued existence depends on customer loyalty. Starbucks Multatuli's efforts to maintain brand loyalty are still relatively low. Customers continue to prefer other coffee shops over Starbucks. However, the customer's affection for Starbucks will cause the customer to form an emotional bond with Starbucks. Co

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Hassan, Hasliza, Zahra Pourabedin, Abu Bakar Sade, and Jiayi Chai. "Loyalty membership for luxury hotels in Malaysia." International Journal of Tourism Cities 4, no. 2 (2018): 179–93. http://dx.doi.org/10.1108/ijtc-01-2017-0004.

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Purpose Loyalty membership is widely used as a marketing strategy to secure customer’s loyalty in many business sectors. The purpose of this paper is to focus on loyalty membership of customer in Malaysian luxury hotels, specifically, in the capital city of Kuala Lumpur, Malaysia by looking into the perceived value of economic, interaction and psychological needs. Design/methodology/approach Quantitative cross-sectional research was conducted to explore the feedback from customers who have loyalty membership with a luxury hotel. Surveyed data of 489 respondents were analysed using confirmatory

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Obafemi, Olumuyiwa Olugbenga, Obiekwe Onyebuchi, and Oiku Peter Omoyebagbe. "Impact of Customer Loyalty on Organizational Performance." IIARD International Journal of Economics and Business Management 8, no. 5 (2023): 56–62. http://dx.doi.org/10.56201/ijebm.v8.no5.2022.pg56.62.

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This paper utilized a theoretical approach to examine the impact of customer loyalty on organizational performance. The paper identified some benefits of customer loyalty as increase profitability, business growth, enhanced firm effectiveness and reduced cost of operations. Some drivers of customers loyalty identified are: improved product quality, extended warranties, reduction in marketing and service cost, honest and quality feedback, improve brand image. The paper concluded that that customer loyalty is vital for improved organizational performance as sales volume accrued from repeated pur

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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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Țichindelean, Mihai, Claudia Ogrean, and Mihaela Herciu. "Do Loyal Customers Buy Differently? Examining Customers’ Loyalty in a Self-Service Setting." Studies in Business and Economics 19, no. 1 (2024): 350–67. http://dx.doi.org/10.2478/sbe-2024-0019.

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Abstract The purpose of the current paper is to study how customer loyalty varies in time according to customer segments and external factors. In the first part of the paper, the authors have reviewed in a funnel-like manner the relevant literature, starting with relationship marketing and customer relationship management theories, and ending with customer loyalty. To achieve the paper’s research purpose, buying behavior data (recency of last transaction, buying frequency and monetary value spent) from a company’s internal information system was analyzed for 2019 and 2020, respectively. RFM mo

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Lawan, Garba. "IMPACT OF WEBSITE DESIGN, CUSTOMER SUPPORT AND CUSTOMER TECHNOLOGY ADOPTION ON CUSTOMERS LOYALTY IN THE NIGERIAN BANKING INDUSTRY." JOURNAL OF UNIVERSAL SCIENCE RESEARCH 1, no. 11 (2023): 600–613. https://doi.org/10.5281/zenodo.10223116.

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The study examined impact of website design, customer support and customer technology adoption on customer's loyalty in the Nigerian banking industry. Its aim was to assess the level of relationship between website design, customer support and customer technology adoption and customer loyalty in the Nigerian banking industry. In line with the objective of the study, three null hypotheses were formulated to guide the research. The theoretical foundation of the study was based on Rogers innovation diffusion theory and technology acceptance model (TAM) theories. The study adopted cross-secti

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Yuwono, Wisnu, Mutiara Kamilatu Naimah, and Edy Yulianto. "Maintaining Customer Loyalty: Analysis of Factors that Influencing Customer Loyalty to Local Beauty Mask." Jurnal Manajemen Bisnis 11, no. 1 (2024): 188–207. http://dx.doi.org/10.33096/jmb.v11i1.687.

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The aim of this research is to identify the effects of customer experience, customer value, price, product quality, and service quality on customer loyalty through customer satisfaction. A quantitative survey methodology was employed, with 405 participants as survey respondents. In this study, we utilized SPSS version 26 for descriptive analysis and employed Partial Least Squares (PLS) to test causal relationships and assess the overall influence of each variable. Findings indicate that customer experience, customer value, product quality, and service quality positively or significantly influe

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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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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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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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Awad, Nancy Awadallah. "Examining the Impact of E- Shopping on Customer Loyalty." International Journal of Online Marketing 9, no. 3 (2019): 82–94. http://dx.doi.org/10.4018/ijom.2019070105.

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The majority decisions of online customers make are by tracing the electronic word of mouth and online comments which belong to previous customers and is affected by some fears. This study applied a decision tree method to customer data of those who visit a popular group on Facebook (SouqEgypt). Findings in this study indicated that social media marketing for increasing customer's retention and loyalty are influenced by customer's income, education level and occupation. This study helps marketing managers to enhance customer loyalty and in the long run maximize returns on marketing.

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Basyir, Muhammad. "Pengaruh Physical Evidence terhadap Loyalitas Nasabah Bank Syariah: Peran Kepuasan sebagai Variabel Pemediasi." Jurnal EMT KITA 4, no. 2 (2020): 126. http://dx.doi.org/10.35870/emt.v4i2.155.

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This study analyzes the effect of physical evidence on customer satisfaction and loyalty of sharia banks in Banda Aceh. The sharia banks comprise Bank Aceh Syariah, BRI Syariah, BNI Syariah, Bank Mandiri Syariah, and Bank Danamon Syariah. Data gathering through distributing questionnaires to 250 customers who were determined by purposive sampling. Using multivariate statistical structural equation modeling (SEM) as a data analysis means, the study found that physical evidence has a positive effect on customer satisfaction and loyalty. The existence of customer satisfaction mediates the effect

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Minh Sang, Nguyen. "Corporate social responsibility, electronic word-of-mouth and customer loyalty in Vietnam’s banking sector." Banks and Bank Systems 17, no. 3 (2022): 38–48. http://dx.doi.org/10.21511/bbs.17(3).2022.04.

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This research explored and examined the link between electronic word-of-mouth, corporate social responsibility, and loyalty of 282 customers using banking services in Vietnam (PLS-SEM) through the Partial Least Squares Structural Equation Modeling. The data were gathered using convenience sampling, with a sample of 282 customers who used banking services in Vietnam and interacted with the bank through social media. The survey is intended to include 16 questions separated into two parts: the first part contains 5 demographic questions, and the second part contains 11 questions divided into thre

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مصطفى ابوحجل, محمد. "دور جودة الخدمات فى ولاء العملاء ( بالتطبيق على مركز بنون الطبي.)". Omdurman Islamic University Journal 15, № 1 (2019): 275–310. http://dx.doi.org/10.52981/oiuj.v15i1.1583.

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The problem of the research was that the loyalty of customers to the Benon Medical Center is not as required due to lack of attention to the quality of services. Therefore, the problem of research is formulated in the following questions. Main question: Is there a role for the quality of services in the loyalty of customers in the Benon Medical Center.Sub-questions: What is the role of concrete in the loyalty of customers at the Benon Medical Center. And the role of reliability in the loyalty of customers Benon Medical Center. What is the role of safety in the loyalty of customers in the Benon

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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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Elansari, Hussin, Ahmad Alzubi, and Amir Khadem. "The Impact of United Nations Sustainable Development Goals on Customers’ Perceptions and Loyalty in the Banking Sector: A Multi-Mediation Approach." Sustainability 16, no. 18 (2024): 8276. http://dx.doi.org/10.3390/su16188276.

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The pursuit of sustainable development has become a global priority, with the United Nations Sustainable Development Goals (UN SDGs) serving as a comprehensive framework for addressing various social, economic, and environmental challenges. Employing the stimulus–organization–response (SOR) model, this study examines the impact of customer’s perceptions of the firm’s compliance with the SDGs on customers’ perceptions and loyalty through the mediation roles of image, trust, and reputation in the customer’s evaluation of the firm in the banking sector in Turkey. To achieve these objectives, a qu

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Iriqat, Raed A. M., and Mohannad A. M. Abu Daqar. "The Impact of Customer Relationship Management on Long-term Customers’ Loyalty in the Palestinian Banking Industry." International Business Research 10, no. 11 (2017): 139. http://dx.doi.org/10.5539/ibr.v10n11p139.

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This paper aims to investigate the impact of customer relationship management on Long-term Customers’ Loyalty in the Palestinian banking industry. The data was collected through distributing questionnaires on the Palestinian banking employees. Using multiple regression analysis tests, this paper finds these results; there is a positive and strong linear relationship between dependent variable “long-term customers’ loyalty” and CRM, the CRM dimensions are service quality, customer’s database, solving customer’s problems, employees behavior, and CRM system integration. At the end, the two predic

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Zailani, Abdullah, Budiyanto -, and Djawoto -. "The Influence Of Relationship Bonds, Trust And Service Quality On Customer Loyalty Through Commitment Variables At Rural Credit Banks In Central Jawa." Journal of Advances in Accounting, Economics, and Management 2, no. 2 (2024): 35. https://doi.org/10.47134/aaem.v2i2.514.

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Research This carried out at BPR Central Java with Population in study this is all over individual BPR customers, who use service banking from BPR above will alone; good savings, checking account and credit spread across 32 BPR offices located in Central Java. With amount sample as many as 320 respondents. Retrieval technique sample in study This use accidental sampling technique. Analysis technique in study This use technique analysis SEM with AMOS 5 (Analysis of Moment Structure) and SPSS version 20.0 program packages. From the results testing hypothesis show that Hypothesis First No signif

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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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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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Morgeson, Forrest V., G. Tomas M. Hult, Sunil Mithas, Timothy Keiningham, and Claes Fornell. "Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling–Customer Loyalty Relationship." Journal of Marketing 84, no. 5 (2020): 79–99. http://dx.doi.org/10.1177/0022242920929029.

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Firms spend substantial resources responding to customer complaints, and the marketing profession has a long history of supporting that enterprise to promote customer loyalty. The authors question whether this response is always warranted or whether its effectiveness instead depends on economic, industry, customer–firm, product/service, and customer segment factors that may alter the firm’s incentives to compete on complaint management. To consider this question, they integrate economic and marketing theories and investigate factors that influence the complaint recovery–customer loyalty relati

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Eka F, Bertoto, and Budhi Haryanto. "Strategy for enhancing KAI Argo Pahrayangan Customers’ loyalty." Research, Society and Development 10, no. 1 (2021): e33010111656. http://dx.doi.org/10.33448/rsd-v10i1.11656.

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This study aims to know about things that needed to be done to build customer loyalty. Customer loyalty is believed could give a view on the decision to enhance satisfaction and loyalty thus it can be used to make a business strategy. The focus of the study is on the customers of PT. Kereta Api Indonesia (Indonesia Train Company) especially the passenger of Argo Pahrayangan with Jakarta – Bandung route through Gambir Station. Price fairness and service quality become the variable of the study. The methodology used is descriptive qualitative with a library-based approach to analyze customer’s l

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Prasad, K. Sai, and Sita Mishra. "A Study to Explore Relationships Between Customer Demographics and Brand Loyalty in The Indian Telecom Sector." International Journal of Customer Relationship Marketing and Management 5, no. 3 (2014): 1–13. http://dx.doi.org/10.4018/ijcrmm.2014070101.

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Customer loyalty is vital in any relationship marketing effort. With little or no product and service differentiation in the telecom sector, retaining the loyalty of customers is a big challenge. Service providers are investing substantial amounts in a variety of CRM strategies. While on one hand customer loyalty is a function of good products and services, resulting in increased levels of satisfaction, on the other hand customers' social and demographic profile plays a key role in determining a customer's loyalty to his service provider. Four types of loyalty measures were categorized and rel

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Prasad, K. Sai, and Sita Mishra. "The Relationship Between Customer Demographics and Brand Loyalty in the Indian Telecom Sector." International Journal of Customer Relationship Marketing and Management 5, no. 4 (2014): 38–57. http://dx.doi.org/10.4018/ijcrmm.2014100103.

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Customer loyalty is vital in any relationship marketing effort. With little or no product and service differentiation in the telecom sector, retaining the loyalty of customers is a big challenge. Service providers are investing substantial amounts in a variety of CRM strategies. While on one hand customer loyalty is a function of good products and services, resulting in increased levels of satisfaction, on the other hand customers' social and demographic profile plays a key role in determining a customer's loyalty to his service provider. Four types of loyalty measures were categorized and rel

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Mr., Basavaraj Sulibhavi &. Dr. SHIVASHANKAR K. "THE IMPACT OF BRAND IMAGE ON CUSTOMER'S LOYALTY TOWARDS PRIVATE LABEL BRANDS: THE MEDIATING EFFECT OF SATISFACTION. HUBLI-DHARWAD CONGLOMERATE CITY OF KARNATAKA." International Journal of Marketing & Financial Management Volume 5, Issue 8, Aug-2017 (2017): pp 43–50. https://doi.org/10.5281/zenodo.888515.

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Brand image is the current view of the customers about the brand. Customer’s loyalty is the state of fear or confusion regarding purchase or consumption of a product at a moment and it is further extended to repeat purchase, ingestion of repurchase and world of mouth. This can also be measured by through satisfaction. The focus of this study is to show the relationship between the brand image, satisfaction and customer’s loyalty towards private label brands in Hubli-Dharwad city. This study consists of 186 valid questionnaires. The Baron and Kenny (1986) four step method of mediation was used

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Ramadhan, Mohammad Nur Safri, and Nur Asnawi. "Studi Mediasi Kepuasan Pelanggan Pada Industri Retail: Peran Kualitas Layanan dan Implikasinya terhadap Loyalitas Pelanggan." IQTISHODUNA 16, no. 2 (2020): 115–30. http://dx.doi.org/10.18860/iq.v16i2.9929.

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The purpose of this research is to determine the direct effect of retail service quality on customers' loyalty and satisfaction, the effect of customer satisfaction on their loyalty and how much customer satisfaction mediates retail service quality on customers' loyalty on Super Indo Bendungan Sutami customers, Malang. This research method uses comparative research with a quantitative approach. The sample used was 120 respondents with collected data by a questionnaire. The data analysis in this study used the Partial Least Square (PLS) method. The results of this research indicate that there i

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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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Puruwita, Dita. "THE INFLUENCE CELLULAR PROVIDER SERVICE QUALITY TOWARDS CUSTOMER LOYALTY INDOSAT IN JAKARTA." Jurnal Pendidikan Ekonomi dan Bisnis (JPEB) 2, no. 2 (2014): 53. http://dx.doi.org/10.21009/jpeb.002.2.4.

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This research aims are to find out how well the service quality of PT Indosat Jakarta, how loyal are the customers, and how far the effect of the service quality toward the customers loyalty Indosat in Jakarta. The category of this research are descriptive and verification with surveys method by using a convenience sampling. The sample sizes is 120 respondents of Indosat customers. Therefore, the data collecting technique used are from secondary data, interview, observation and questionnaires. The result of this research based on hypothetical test indicates that there is a effect between the s

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Denri, Polman, and Adam Mukhlis Yunus Muhammad. "Analysis of the Effect of Service and Image on Customer Satisfaction and their Impact on Customer Loyalty of PT. PLN (PERSERO) UIW ACEH." International Journal of Business Management and Technology 6, no. 5 (2023): 24–30. https://doi.org/10.5281/zenodo.7680547.

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This research aims to test the Satisfaction role as Mediation on the Service and Image effect on Customer Loyalty at PT PLN (Persero) UIW Aceh. The population was all customers of PT PLN (Persero) UIW Aceh. The sample used was 240 people. Data were tested through Structural Equation Modeling (SEM). The result reveals that Service affects the Satisfaction of PT. PLN (Persero) UIW Aceh customers; Image affects the satisfaction of PT. PLN (Persero) UIW Aceh customers; Service affects Loyalty of PT. PLN (Persero) UIW Aceh customers; Image affects Loyalty of PT. PLN (Persero) UIW Aceh customers; Sa

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Sciarelli, Mauro, Abdelhakim A. Nagm, Mona I. Dakrory, Mario Tani, and Mohamed A. Khashan. "Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty." International Journal of Business and Management 12, no. 10 (2017): 24. http://dx.doi.org/10.5539/ijbm.v12n10p24.

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This current study purposes to identify the relationships between service recovery strategies, service recovery satisfaction, and both dimensions of customer loyalty in regard to Internet providers using the partial least squares (PLS-SEM) approach on a sample of 430 internet customers in Egypt.This study contributes insights into how seven service recovery strategies affected customer loyalty with its both attitudinal and behavioral dimensions directly and indirectly via service recovery satisfaction. These insights are helpful for service managers faced with service failure and academicians

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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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Kim, Eojina, Liang (Rebecca) Tang, and Robert Bosselman. "Customer Perceptions of Innovativeness: An Accelerator for Value Co-Creation." Journal of Hospitality & Tourism Research 43, no. 6 (2019): 807–38. http://dx.doi.org/10.1177/1096348019836273.

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Hospitality and tourism businesses engage customers as collaborators in creating value through the satisfactory delivery of products and services. The purpose of this study is to examine the effect of customers’ perception of innovativeness on their value co-creation behavior. Specifically, with the theoretical support of Service-Dominant logic, the present study investigates customer value co-creation behavior, its antecedents (i.e., customer’s perceived innovativeness) and consequences (i.e., customer satisfaction and loyalty) at restaurants. This study confirms a holistic concept of perceiv

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Parera, Jurgen, James D. D. Massie, and Emilia M. Gunawan. "ANALYSIS OF CUSTOMERS LOYALTY ON ONLINE SHOPPING PLATFORM DURING PANMDEMIC COVID 19 (CASE STUDY LAZADA ONLINE SHOPPPING PLATFORM)." Jurnal EMBA : Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi 11, no. 4 (2023): 302–10. http://dx.doi.org/10.35794/emba.v11i4.51367.

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The objective of this research is to analyze the customer loyalty on online Shopping Platform Lazada. The sample taken are 11 customer of online shopping platform in University of Sam Ratulangi Manado and from the 4 indicator-Customers tend to use services frequently, Customers are willing to return to use the services, Customers are not interested in switching, Customers will provide positive information to others, Customers will recommend to others that can be collude almost all of the sample are considered as a loyal customer of Lazada customers demonstrate that all those factors, of Custom

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Seh Tah, Irene, and Awo Kyemenua Darko. "Investigating the Effectiveness of Branding on Customer Loyalty in Some Selected Hotels in Accra, Ghana." Global Journal of Educational Studies 4, no. 2 (2018): 38. http://dx.doi.org/10.5296/gjes.v4i2.13576.

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The study investigated the effectiveness of branding on customer loyalty in some selected hotels in Accra. In all, 250 questionnaires were administered to the customers and 200 representing 80% were retrieved. Five selected hotels in Accra were used for the research. The study revealed that some hotels apply branding strategies in selling their products while others do not. This was attributed to the fact that managers of those hotels are unaware of the benefits of effective branding strategies. The study also revealed that services that attract customers most to a hotel include front office,

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Wisankosol, Papitchaya, Pornapa Laksameesathaporn, Jetsada Polsawad, Anupong Peachsingha, and Saranyu Yongpanich. "Factors Affecting Customer’s Loyalty of Fitness Centers in Thailand." International Journal of Management Studies and Social Science Research 04, no. 06 (2023): 33–39. http://dx.doi.org/10.56293/ijmsssr.2022.4524.

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The purpose of this article is to investigate the determinants of customer’s loyalty of fitness centers in Thailand. The conceptual framework is presented on how satisfaction, relationship marketing, habits, and service quality affect customer loyalty. The samples (n = 400) were collected from online and offline questionnaires by convenience sampling with the screening questions. The study applied Multiple Linear Regression (MLR) to analyze the data. The results indicated that satisfaction, relationship marketing, habits, and service quality have significant effect on customer loyalty. The res

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Yusniar, Yusniar. "EXPLORING THE DRIVERS OF CUSTOMER LOYALTY FROM AN ISLAMIC PERSPECTIVE: A CASE STUDY OF BANK ACEH SYARIAH." SINERGI : Jurnal Riset Ilmiah 2, no. 6 (2025): 2566–74. https://doi.org/10.62335/sinergi.v2i6.1318.

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This study explores customer loyalty at Bank Syariah Indonesia in Aceh, focusing on the role of Sharia implementation in shaping customer behavior. Using a quantitative research design, data were gathered through interviews, observations, and questionnaires distributed via a non-probability sampling method. The aim is to identify the factors that drive customer loyalty at Bank Syariah Indonesia in Banda Aceh. The results demonstrate that brand image plays a crucial role in influencing customer loyalty. Consequently, bank leadership should emphasize enhancing brand image as part of their strate

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Levy, Shalom. "Does usage level of online services matter to customers’ bank loyalty?" Journal of Services Marketing 28, no. 4 (2014): 292–99. http://dx.doi.org/10.1108/jsm-09-2012-0162.

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Purpose – This paper aims to evaluate the relationship between the customer’s relative usage levels of online banking services and bank loyalty, and to examine the effect of customer satisfaction with the quality of online banking services and services’ convenience in this relationship. This study proposes a conceptual framework, integrating these factors. Design/methodology/approach – Data were collected from among traditional banks’ customers. The study uses a factor analysis method following path analysis, using AMOS 19 and structural equation modeling. Findings – The findings show a signif

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Sudiyono, Kristianus Ade, Prio Utomo, and Claudia Severesia. "Effect of Customer Experience and Customer Value Towards Customer Loyalty and Satisfaction on B2B Food and Beverage Sector." Journal of Business and Management Review 3, no. 9 (2022): 627–40. http://dx.doi.org/10.47153/jbmr39.4552022.

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This study aims to study the effect of customer experience and value on customer loyalty and satisfaction in B2B industry which researchers limitedly discussed. The organization needs to implement customer experience management to create value for customers' purchase intention and win the market competition. One essential key to maintaining customer loyalty is good customer experience management. The elements of customer experience management consist of customer experience, customer value, and purchase intention. The research is cross-sectional quantitative research. An online survey using Goo

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Astari, Kiptya Nur, Yunita Budi Rahayu Silintowe, and Annie Susanto. "Customer Satisfaction as the Mediating Variable Between Customers Value and Customer Loyalty." Journal of Advances in Accounting, Economics, and Management 3, no. 1 (2025): 17. https://doi.org/10.47134/aaem.v3i1.826.

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Growth in the cosmetics industry has encouraged the emergence of various beauty products in the Indonesian market, including beauty clinics. Beauty clinics offer beauty products and special treatments, ranging from face to whole-body treatments. The factors that encourage the customers to use a beauty clinic’s products are customers values. This research aimed at analyzing the impact of customers values on customers loyalty mediated by customers satisfaction variable. The sampling method in this research was simple random sampling, with 188 respondents, who were the customers of Natasha Skin C

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Khodadadi, Pouyan, Farshid Abdi, and Kaveh Khalili-Damghani. "An Integrated Model of Customer Experience, Perceived Value, Satisfaction, and Loyalty in Electronic Stores." International Journal of Enterprise Information Systems 12, no. 4 (2016): 31–46. http://dx.doi.org/10.4018/ijeis.2016100103.

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The main problem of electronic-stores is to resolve the obstacles of visitors as potential customers. In this paper the relationship between the experience of online customers, perceived value, satisfaction, and the loyalty is investigated. The main hypotheses of this study are analyzed using Structural Equation Modelling (SEM) methodology. The study is conducted in the biggest electronic-store in Iran. The structural model, is developed on the basis of four main hypotheses as follows: H1) Customer purchasing experience has impact on perceived value; H2) Perceived value of customers has impact

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