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Journal articles on the topic 'Estimation of customer loyalty'

Author: Grafiati

Published: 3 June 2025

Last updated: 31 July 2025

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1

Bivainis, Juozas. "Analysis of Methodological Potential for Customers' Loyalty Evaluation." Business: Theory and Practice 11, no. (1) (2010): 49–60. https://doi.org/10.3846/btp.2010.06.

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Loyalty evaluation is the the utmost gap in mosaic of loyalty surveys. Surveys of this field are fragmentary and the touch upon this problem exists only in the context of other surveys' purposes. Customer loyalty surveys of the latter two decades are generalized in the paper. Methods for customer loyalty evaluation are classified into three different content groups: 1) grounded on behavioural measures; 2) grounded on attitude measures; 3) multi-dimensional methods. Positive and negative aspects of each method group are identified. The topicality of objective customer loyalty evaluation under t

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Ahmed, Rizwan Raheem, Jolita Vveinhardt, Usman Ali Warraich, Syed Shabib Ul Hasan, and Akhter Baloch. "Customer Satisfaction & Loyalty and Organizational Complaint Handling: Economic Aspects of Business Operation of Airline Industry." Engineering Economics 31, no. 1 (2020): 114–25. http://dx.doi.org/10.5755/j01.ee.31.1.8290.

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The undertaken study examines economic aspects of business operations of the airline industry vis-à-vis organizational complaint handling and customer loyalty. For this purpose, we used a structured questionnaire to collect sample data of 200 respondents from university students and households of Pakistan who are the customers of the airline industry. We employed five independent variables, namely, response time, complaint resolution perfection, executives’ attitude, brand image and responsiveness to complaints. We used the descriptive analysis and SEM-based approaches; namely, confirmatory an

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Múgica, José, and Carmen Berné. "Direct and Indirect Tourism Online Channels. Do They Have a Different Potential for Customer Loyalty?" Sustainability 12, no. 11 (2020): 4761. http://dx.doi.org/10.3390/su12114761.

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To manage their competitive goals, e-tourism service companies, in direct and in indirect channels respectively, need to know the antecedents of customer loyalty. Customer loyalty, generated by satisfaction in its various forms, is the cornerstone of the company’s assets and financial sustainability. Current literature does not provide a comparative analysis on this issue. To fill this gap, this research presents a model that includes customer satisfaction and participation as the main drivers of customer loyalty. The empirical research relies on one survey conducted by a market research compa

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Nabila, Nuzul Inas, Aida Sari, Risda Marvinita, and Hanifa Syahirah Vedy. "Quality of Omnichannel Integration and Perceived Value as Drivers of Customer Satisfaction and Loyalty Study at BNI Bank." Jurnal Mandiri : Ilmu Pengetahuan, Seni, dan Teknologi 7, no. 2 (2024): 101–15. http://dx.doi.org/10.33753/mandiri.v7i2.257.

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This study investigates the relationship that exists between omnichannel integration quality, customer value and customer responsiveness, namely satisfaction and loyalty. This research was conducted at Bank BNI. More specifically, this research aims to evaluate whether the positive value created by the omnichannel system as perceived by customers and a higher level of integration quality (integrity quality) can be one of the important drivers of bank customer satisfaction and loyalty. The method used for this study is a quantitative method, which involves parameter estimation, hypothesis testi

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Chocarro, Raquel, Monica Cortiñas, and Maria Luisa Villanueva. "Customer heterogenity in the development of e-loyalty." Journal of Research in Interactive Marketing 9, no. 3 (2015): 190–213. http://dx.doi.org/10.1108/jrim-07-2014-0044.

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Purpose – The purpose of this study is to identify customer-specific differences in a general model of e-loyalty taking into account the existence of unobserved heterogeneity. Specifically, this paper aims to test for the presence of customer heterogeneity; assess the impact of potential bias when there is no control for heterogeneity; analyse the distinct customer segments that emerge from the empirical estimation of the model; and describe the segments by their demographic and psychological characteristics. Design/methodology/approach – Panel data from a survey of online shoppers are used in

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Cholil, Saifur Rohman, and Andri Roy Irawan. "Decision support system to determine the best customer using weighted aggregated sum product assessment method." Jurnal Teknik Informatika C.I.T Medicom 15, no. 1 (2023): 32–47. http://dx.doi.org/10.35335/cit.vol15.2023.367.pp32-47.

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A business engaged in the sale of building materials and building tools. Customers are important assets that must be maintained properly, because each customer will bring profits that can keep the business running. To maintain customer loyalty, business owners provide an appreciation and appreciation for the best customers. However, determining the best customer is still difficult because the process of determining the best customer is still done manually and randomly. The number of customers is also an obstacle to the process of determining the best customer. The method used is weighted aggre

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Ayuwardani, Mellasan, Bagus Yunianto Wibowo, and Nanang Adie Setyawan. "Analysis of Mie Gacoan Customer Loyalty through Customer Experience and Perceived Quality." Jurnal Sains Sosio Humaniora 5, no. 2 (2021): 936–45. http://dx.doi.org/10.22437/jssh.v5i2.16437.

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Penelitian ini dilaksanakan untuk mengetahui loyalitas konsumen atau costumer loyalty pegunjung gerai Mie Gacoan melalui customer experience dan perceived quality di masa pandemi covid-19. Responden dalam penelitian ini adalah para pengunjung gerai Mie Gacoan dari pelajar maupun pekerja di kota semarang dengan sampel 100 responden dari keseluruhan populasi. Penelitian ini menggunakan alat analisis faktor konfirmatori dan maximum likehood estimation pada SEM (Structural Equations Modeling) dari paket statistik AMOS 24.0 (Analysis of Moment Structure). Teknik pengumpulan data menggunakan kuesion

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Tatah, Eveline Lemven1 Njimanted Godfrey Forgha2 Njekang Dieudonne Nkwati3 Maurice Ayuketang Nso4 Nsoh Conrad Nsoh5. "Evaluating the Effectiveness of Omnichannel Customer Retention Strategies on Hotel Profitability in Selected Urban Cities in Cameroon." ISRG Journal of Economics, Business & Management (ISRGJEBM) III, no. II (2025): 312–20. https://doi.org/10.5281/zenodo.15289076.

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<em>In the competitive landscape of the hotel industry in some selected rapidly growing urban cities in Cameroon (Bamenda, Yaoundé, and Douala), maintaining profitability poses significant challenges as businesses grapple with balancing short-term gains against long-term sustainability. This study examines the critical role of customer retention strategies in enhancing hotel profitability within these cities, utilizing data from 108 hotels selected through purposive sampling and employing self-administered questionnaires validated for reliability through test-retest and Cronbach's alpha

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Khan, Chakar, Lateef Ullah, and Tazeem Ali Shah. "ROLE OF CUSTOMER TRUST AND LOYALITY IN LINKING CSR & CUSTOMER CITIZENSHIP BEHAVIOUR IN BANKING SECTOR." March 2024 40, no. 1 (2024): 64–78. http://dx.doi.org/10.51380/gujr-40-01-06.

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It is need of the hour for management to formulate strategies and policies that will help to initiate the activities which identify the customer’s behavior towards respective organizations and choose the better off CSR activities to strive in attainment of the goals and aims of the organization. The main objective of study is to check the mediating role of the customer trust and loyalty in analyzing the impact of CSR on customer citizenship behavior. The sample size comprised of 243 respondents. The Structural Model and Correlation Matrix are used for estimation of the data. Results shows CSR

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Zhehus, O. V., and O. V. Illiashenko. "Customer Loyalty Management in Hotel and Restaurant Establishments in the Face of New Challenges." Problems of Economy 3, no. 45 (2020): 118–25. http://dx.doi.org/10.32983/2222-0712-2020-3-118-125.

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The article proves that the current situation, which is characterized by a political and socio-economic crisis in Ukraine, has been complicated by the consequences of the COVID-19 coronavirus pandemic, and together they have led to new challenges in the hotel and restaurant industry. The actual value of the chosen area of research is stipulated by the necessity to develop modern and marketing management technologies, which could help hotel and restaurant establishments to survive, adapt, and develop in the face of today’s challenges. One of the priority areas for management is the assessment o

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Oktavia, Putri Meyla, Eri Setiawan, Nusyirwan Nusyirwan, and Netti Herawati. "Maximum Likelihood Estimation Approach using the CB-SEM Method: Case Study of Service Quality." Sciencestatistics: Journal of Statistics, Probability, and Its Application 1, no. 2 (2023): 46–55. http://dx.doi.org/10.24127/sciencestatistics.v1i2.5031.

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The purpose of this study to analyze the service level, satisfaction and loyalty of Sariringgung Beach visitors.Covarian based approach to estimatemaximum likelihood method in the service levelto the satisfaction and loyalty of visitorstourism area of Sariringgung Beach is used. The results of this study indicate that the direct effect of service level to satisfaction is 77%, service level to loyalty is 75%. Whereas the indirect effect of service level on loyalty through satisfaction is 38,5%. Then the total effect of service level on customer loyalty through satisfaction is 73,5%.

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Piha, Lamprini P., and George J. Avlonitis. "Customer defection in retail banking." Journal of Service Theory and Practice 25, no. 3 (2015): 304–26. http://dx.doi.org/10.1108/jstp-04-2014-0080.

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Purpose – The purpose of this paper is to provide managers and researchers a comprehensive view of the root causes of customer departure and empirically test the attitudinal and behavioural consequences of failed service quality in a retail banking context. Design/methodology/approach – A quantitative study was conducted among retail banking customers who had defected from a large retail bank provider. Data from 989 usable responses to a questionnaire filled through a telephone survey were applied to model estimation through structural equation modelling. Findings – Findings demonstrate the ef

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Henrique, Jorge Luiz, and Celso Augusto de Matos. "The influence of personal values and demographic variables on customer loyalty in the banking industry." International Journal of Bank Marketing 33, no. 4 (2015): 571–87. http://dx.doi.org/10.1108/ijbm-06-2014-0082.

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Purpose – Even though personal values are considered an important variable in consumer studies, rarely has it been related to customer loyalty, especially in the banking context and considering the different loyalty phases. Hence, the purpose of this paper is to investigate the influence of personal values on loyalty phases in the private banking industry, taking into account the moderating influence of demographic variables. Design/methodology/approach – After developing a theoretical framework based on the relevant literature, a research model is proposed and empirically tested with data fro

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Dewi, Mega Luminda, and Ronny Ronny. "THE EFFECT OF THEORY OF PLANNED BEHAVIOR AND CUSTOMER RELATIONSHIP MARKETING ON MUTUAL FUND INVESTMENT INTENTIONS." Jemasi: Jurnal Ekonomi Manajemen dan Akuntansi 19, no. 1 (2023): 87–102. http://dx.doi.org/10.35449/jemasi.v19i1.653.

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The study tries to evaluate as well as find out the causes of investor intentions when investing their funds in mutual funds. we use a sample from Bank Mandiri on the grounds that the anomaly in the value of assets and large branches was not able to make Bank Mandiri as an entity that has the highest mutual fund investment portfolio in Indonesia. We used a total of 200 respondents in East Java, Indonesia. the data was processed with structural equation model and path analysis approaches. the results of the estimation found that Perceived Behavioural Control (PBC), Macro Factors, Subjective Nor

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Et. al., Lama Musa Naim ,. "The Effects of Switching Barrier on Customer Loyalty in Telecommunication Services in Kingdom of Bahrain." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 9 (2021): 3272–81. http://dx.doi.org/10.17762/turcomat.v12i9.5478.

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This research focuses on the effects of switching barriers and satisfaction of customer on customer loyalty in Kingdom of Bahrain's telecommunication subscribers. For this study, a number of evidences processing techniques and instruments were used and carried out by performing a customer loyalty inquiry, a subscriber activity for the three telecommunications services companies in the Kingdom of Bahrain. The research aimed at estimating the effect of cost required to enter, interpersonal relationship, loss cost and competitiveness of substitutes such as changing barriers as well as consumer sa

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Setiarini, Setiarini, Aulia Keiko Hubbansyah, and Iha Haryani Hatta. "Relationship of Marketing Mix, Brand Equity to Purchase Decision and Loyalty with Digital Wallet as Moderating during the Covid 19 Pandemic Period." Quantitative Economics and Management Studies 4, no. 3 (2023): 486–95. http://dx.doi.org/10.35877/454ri.qems1640.

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This study aims to examine the relationship between Marketing Mix, Brand Equity with Purchase Decisions, and Loyalty with Digital Wallets to reinforce the relationship between Brand Equity and purchasing decisions. This research is included in cross-sectional research because it was conducted at a particular time and was not compared with other studies. The sample selection technique used non-probability sampling, namely convenience samples, and questionnaires were distributed via e-link via Whatsapp and Facebook. The sample of this study is the population aged 17 years and over who live in Ja

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Shahin, Arash, and Somayeh Mohammadi Shahiverdi. "Estimating customer lifetime value for new product development based on the Kano model with a case study in automobile industry." Benchmarking: An International Journal 22, no. 5 (2015): 857–73. http://dx.doi.org/10.1108/bij-10-2013-0099.

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Purpose – In previous studies, historical information of customer had been used for determining customer lifetime value (CLV). The purpose of this paper is to modify CLV estimation to be applied before producing a new product. Design/methodology/approach – In this study, the CLV estimation has been modified using Kano satisfaction coefficient. The Kano satisfaction coefficient has been assumed as loyalty indicator in estimating CLV and related equations have been developed for allocating Kano requirements to various phases of product life cycle. The proposed approach has been examined in two n

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Yankov, Plamen. "The Impact of Online Presence on Loyalty: A Quantitative Study in the Context of Urban Tourism." Business & Management Compass 69, no. 2 (2025): 24–36. https://doi.org/10.56065/vyt7y117.

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Online presence is widely recognized as a strategic factor in digital marketing, particularly in the context of urban tourism. However, its direct impact on customer loyalty has not been extensively tested using structural modeling approaches. This study investigates the relationship between online presence and customer loyalty through a quantitative approach. A questionnaire survey was conducted among 235 managers and owners of accommodation properties operating in urban tourism destinations. The data were analyzed using Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM

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Biscaia, Ana Rita, Maria J. Rosa, Patrícia Moura e Sá, and Cláudia S. Sarrico. "Assessing customer satisfaction and loyalty in the retail sector." International Journal of Quality & Reliability Management 34, no. 9 (2017): 1508–29. http://dx.doi.org/10.1108/ijqrm-03-2015-0039.

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Purpose The effects of customer satisfaction on loyalty have been widely discussed by the academic community. Although the results of the studies reported in the literature are often contradictory, the existence of a relationship between satisfaction and loyalty is acknowledged, despite the influence of moderators and constraints of various kinds. The purpose of this paper is to discuss this relationship in the specific context of the retail sector, since this sector presents major challenges in terms of competition, and efforts placed on customer satisfaction and loyalty are more evident. Des

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Kannitha, Diandra Zakeshia Tiara, Mustafid Mustafid, and Puspita Kartikasari. "PEMODELAN TOPIK PADA KELUHAN PELANGGAN MENGGUNAKAN ALGORITMA LATENT DIRICHLET ALLOCATION DALAM MEDIA SOSIAL TWITTER." Jurnal Gaussian 11, no. 2 (2022): 266–77. http://dx.doi.org/10.14710/j.gauss.v11i2.35474.

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Large scale social restrictions (PSBB) is a policy issued by the Government of Indonesia as one of the efforts to reduce the spread of the Covid-19 virus. The impact of the policy is that it requires people to conduct activities online . This makes the internet users in Indonesia in the year 2020 up to 73.7%. Each provider must be able to determine strategies in order to maintain the quality of service and customer loyalty. Good reputation for the company is also important, so customers want to use internet services through their company. One of them is by listening to the complaints of the cu

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Kinogo, Ismail, Dev Jani, and John R. P. Mwakyusa. "Customer delight and switching behaviour in Tanzanian online banking: the mediating role of switching intentions." African Business Management Journal 2, no. 2 (2024): 43–55. http://dx.doi.org/10.58548/2024abmj22.4355.

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This study aimed to investigate the contribution of customer delight to customer switching behaviour and the mediating role of switching intentions in this relationship within the context of online banking services. An explanatory research design was employed, utilising survey data from 391 qualified online banking customers in Tanzania. Self-administered questionnaires were used, with respondents selected through a convenience sampling method. Data were analysed using partial least squares structural equation modelling in Smart-PLS version 4.0, with a 95% bias-corrected confidence interval bo

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Priyanka, Taranekar. ""The Science of Loyalty: Redesigning Programs to Maximize Engagement and Revenue": Exploring How Data-Driven Strategies and Innovative Frameworks Can Transform Loyalty Programs Into Business Growth Engines." International Journal of Leading Research Publication 3, no. 11 (2022): 1–9. https://doi.org/10.5281/zenodo.14913172.

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Loyalty programs are no longer just tools for customer retention with economic incentives — they have evolved into dynamic, strategic assets that drive continued engagement, enhance brand affinity, and accelerate revenue growth through their multi-faceted approach to customer engagement. This paper, "The Science of Loyalty: Redesigning Programs to Maximize Engagement and Revenue," examines the transformation of traditional loyalty programs into data-driven growth engines through innovative frameworks and strategic redesign. As customer expectations evolve and technology advances, many or

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Arvind, Gopalasamy, D. Divya Prabha Dr., V. B. Mathipurani Dr., and Selva Krishna S. "IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AT AXIS BANK." International Journal of Multidisciplinary Research and Modern Education 5, no. 1 (2019): 65–69. https://doi.org/10.5281/zenodo.2619322.

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Service Quality, a proportion of the general estimation of an administration, is a key idea in administration advertising. Service Quality has been noteworthy effect on client steadfastness. They can prompt consumer loyalty and client reliability. The point of this investigation is to discover client recognitions on administration quality measurements among customers of bank administrations. The outcomes show administration quality is a critical component to make client unwaveringness that will prompt consumer loyalty and dependability. In this manner, in endeavoring to create solid service qu

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Kusvabadika, Joseph, Caleb Magoba, Esther Mutombo, Eliah Zvimba, and Gift Manhimanzi. "The Influence of Celebrity Endorsement on Customer Loyalty: A Case of Econet Wireless Company." East African Journal of Business and Economics 7, no. 1 (2024): 322–40. http://dx.doi.org/10.37284/eajbe.7.1.2049.

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This research investigates the influence of celebrity endorsement on customer loyalty, using the case of Econet Company. Most literature sources are available on developed countries, with a few on developing countries. A pragmatic philosophical approach involving the use of the exploratory, descriptive and explanatory research design was adopted to fully understand the research questions. Quantitative results were complemented by qualitative data obtained from interviews. In conducting the survey, a sample of 130 respondents was selected using the Krejice and Morgan (1970) sample estimation ta

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Kubacki, Dominik, and Robert Kubacki. "Examining Selected Theoretical Distributions of Life Expectancy to Analyse Customer Loyalty Durability. The Case of a European Retail Bank." Acta Universitatis Lodziensis. Folia Oeconomica 4, no. 349 (2020): 81–92. http://dx.doi.org/10.18778/0208-6018.349.05.

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One of the key elements related to calculating Customer Lifetime Value is to estimate the duration of a client’s relationship with a bank in the future. This can be done using survival analysis. The aim of the article is to examine which of the known distributions used in survival analysis (Weibull, Exponential, Gamma, Log‑normal) best describes the churn phenomenon of a bank’s clients. If the aim is to estimate the distribution according to which certain units (bank customers) survive and the factors that cause this are not so important, then parametric models can be used. Estimation of survi

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Dominique-Ferreira, Sérgio, Helder Vasconcelos, and João F. Proença. "Determinants of customer price sensitivity: an empirical analysis." Journal of Services Marketing 30, no. 3 (2016): 327–40. http://dx.doi.org/10.1108/jsm-12-2014-0409.

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Purpose Consumer price sensitivity has become a major issue over the past few decades. This paper aims to investigate the importance that insurance customers give to premiums, insurers, intermediary recommendations and bundling strategies. The relationship between attributes and consumer price sensitivity is also studied. Design/methodology/approach To calculate the importance of attributes and part-worth utilities, a Conjoint Analysis with Full Profile was performed. To segment the market, a two-stage cluster analysis was performed. The traditional formula for estimating price elasticity of d

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Formánek, Tomáš, and Radek Tahal. "Brand importance across product categories in the Czech Republic." Management & Marketing 11, no. 1 (2016): 341–54. http://dx.doi.org/10.1515/mmcks-2016-0001.

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Abstract This paper deals with customer loyalty to brands and provides an analysis of brand-related attitudes among Czech consumers. Brand loyalty is a very important aspect of competitive marketing and we contribute an empirically supported point of view on the topic. Based on primary data from a complex consumer survey carried out for the purpose of this study, we investigate the extent of brand loyalty across different product categories, mostly fast moving consumer goods (FMCG). For convenience, the analysis of our survey-data may be divided in two main areas. First, product categories are

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КИРИЛЛОВА, Л. К. "MARKETING TOOLS OF BRAND MANAGEMENT." Экономика и предпринимательство, no. 2(151) (May 31, 2023): 801–3. http://dx.doi.org/10.34925/eip.2023.151.2.155.

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Рассматривается сущность бренд-менеджмента. Раскрывается роль позиционирования в создании устойчивых конкурентных преимуществ товара. Обоснована роль лояльности покупателей в повышении ценности бренда. Представлена типология покупателей по уровню лояльности к бренду и рекомендуемый набор действий. Обобщены методы оценки стоимости бренда. The essence of brand management is considered. The role of positioning in creating sustainable competitive advantages of the product is revealed. The role of customer loyalty in increasing brand value is substantiated. The typology of buyers by the level of lo

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Mardiana, Mardiana, and Nuryakin Nuryakin. "The Role of Brand Image, Promotion, Price there is Trust, and Purchasing Decisions towards the Loyalty of Private Label Products of the traditional retail industry in Nunukan North Kalimantan." Journal of World Science 1, no. 7 (2022): 474–84. http://dx.doi.org/10.36418/jws.v1i7.65.

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The purpose of this research is to examine, the effect of brand image, promotion, and price on trust, and purchasing decisions, the effect of trust on purchasing decisions, and customer loyalty, and the effect of purchasing decisions on loyalty. In this study, private-label brands in the retail industry in Yogyakarta are objects and the people of Yogyakarta are subjects with the minimum criteria for purchasing private labels three times. The sample is 272 respondents. The analytical tool used is SEM (Structural Equation Modeling) which is operated through the AMOS program. Sampling was carried

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Mardiana, Mardiana, and Nuryakin Nuryakin. "The Role of Brand Image, Promotion, Price there is Trust, and Purchasing Decisions towards the Loyalty of Private Label Products of the traditional retail industry in Nunukan North Kalimantan." Journal of World Science 1, no. 7 (2022): 474–84. http://dx.doi.org/10.58344/jws.v1i7.65.

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The purpose of this research is to examine, the effect of brand image, promotion, and price on trust, and purchasing decisions, the effect of trust on purchasing decisions, and customer loyalty, and the effect of purchasing decisions on loyalty. In this study, private-label brands in the retail industry in Yogyakarta are objects and the people of Yogyakarta are subjects with the minimum criteria for purchasing private labels three times. The sample is 272 respondents. The analytical tool used is SEM (Structural Equation Modeling) which is operated through the AMOS program. Sampling was carried

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Gaud, Dhaval, and Bijal Zaveri. "Estimation of Student Satisfaction and Student Loyalty in Indian University offering Higher Education." ASM Science Journal 15 (May 17, 2021): 1–6. http://dx.doi.org/10.32802/asmscj.2021.738.

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Thanks to its multidimensional nature and ultimate effect on customer retention, consumer engagement, and finally, firm efficiency, service value has gained a lot of attention in recent marketing literature. The findings indicate as the service value dimensions functional value, consumer satisfaction, service efficiency, appurtenant value, image, and social value. This study supports the notion that higher education institutes can achieve a competitive advantage by focusing on value for service.

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Ruiz-Real, José Luis, Juan Carlos Gázquez-Abad, Irene Esteban-Millat, and Francisco J. Martínez-López. "Betting exclusively by private labels: could it have negative consequences for retailers?" Spanish Journal of Marketing - ESIC 22, no. 2 (2018): 183–202. http://dx.doi.org/10.1108/sjme-03-2018-009.

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PurposeThe authors analyze the relationship between different consumer attitudinal variables and a number of variables related to consumer perception of the store and purchasing behavior, in assortments composed exclusively of private labels (PLs).Design/methodology/approachThe authors developed an experiment based on an online survey to test the hypotheses formulated. The model’s causal relationships are established using structural equations.FindingsThe image of stores that only offer their own brand is mainly configured by price consciousness and the attitude toward the private label. The p

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Laksono, Bagaskoro Cahyo, and Ika Yuni Wulansari. "Estimating Customer Lifetime Value in the E-Commerce Industry Using Multivariate Analysis." Proceedings of The International Conference on Data Science and Official Statistics 2021, no. 1 (2022): 507–18. http://dx.doi.org/10.34123/icdsos.v2021i1.161.

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Companies can develop their business using big data to support decision-making. Big data in the e-commerce industry that includes size and speed of high transactions can be used to analyze customer behaviour and predict customer value. Nowadays, companies are starting to develop customer-oriented rather than product-oriented business interests. One way that can be used to determine customer value is by calculating Customer Lifetime Value (CLV). By knowing CLV at the individual level, it will be useful to help decision-makers to develop customer segmentation and resource allocation. It is impor

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Iryna, Fedotova, Kryvoruchko Oksana, Shynkarenko Volodymyr, Bocharova Nadiia, Sotnychenko Liudmyla, and Dimitrakieva Svetlana. "Using the elements from a fuzzy sets theory in the process of diagnosing the loyalty of consumers of motor transport services." Eastern-European Journal of Enterprise Technologies 3, no. 3(99) (2019): 39–49. https://doi.org/10.15587/1729-4061.2019.169079.

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We developed an approach to diagnosing the complex loyalty of consumer of motor transport services based on the perceptual and behavioral characteristics with application of the theory of fuzzy sets. Diagnosing the level of consumer loyalty is the basis of a cyclical process of managing the loyalty of consumers of a motor transport company (MTC) in the field of freight transportation. Formation of loyalty depends on subjective perception by a consumer; therefore, the usual quantitative methods of analysis are not effective under conditions of fuzzy (incomplete) information. Application of the

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Ramdani, Chaeru Syahru. "PENGARUH KUALITAS PRODUK DAN EKUITAS MEREK TERHADAP LOYALITAS PELANGGAN PT. LOTTE INDONESIA." SCIENTIFIC JOURNAL OF REFLECTION : Economic, Accounting, Management and Business 5, no. 4 (2022): 969–77. http://dx.doi.org/10.37481/sjr.v5i4.572.

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he food and beverage industry is growing rapidly, the food and beverage industry demands the implementing parties of the food and beverage industry to improve the quality of their services. With good service, it is hoped that satisfaction will be achieved. Therefore, it is necessary to analyze the resulting quality. The quality or quality of a good product will lead to satisfaction. PT. Lotte Indonesia is a company engaged in the supervision of snacks that is well known by the people in Indonesia, especially in the Greater Jakarta area. The sample used in this study were 80 customers. The anal

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Wang, Chung-Jen. "Do ethical and sustainable practices matter?" International Journal of Contemporary Hospitality Management 26, no. 6 (2014): 930–47. http://dx.doi.org/10.1108/ijchm-01-2013-0001.

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Purpose – The purpose of this study is to investigate the influences of Maignan et al.’s (1999) four-dimension model of corporate citizenship (based on economic, ethical, legal and discretionary responsibilities) on business performance in the hospitality sector. Design/methodology/approach – This study obtained its empirical evidence from international tourist hotels in Taiwan and applied structural equation modeling (SEM) analyses. Findings – The results show that ethical and sustainable practices of corporate citizenship have positive effects on employee affective organizational commitment,

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Lucas, Anthony F., and Katherine Spilde. "Estimating the Effect of Casino Loyalty Program Offers on Slot Machine Play." Cornell Hospitality Quarterly 58, no. 3 (2017): 263–71. http://dx.doi.org/10.1177/1938965516686113.

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Annual investment in casino free-play campaigns is usually great, yet little is known about its ability to generate increased gaming expenditures/behavioral loyalty. A method and model are advanced to estimate the impact of these costly and notoriously difficult-to-measure programs, providing critical business intelligence for use in the management of these ongoing campaigns. Actual slot machine performance data from two tribal casinos were examined, allowing for an empirical test of a critical link within an existing theoretical model of customer responses to loyalty programs. Using data from

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GARİPAĞAOĞLU, Burçak Çağla. "Developing a Student Satisfaction Index and a Strategic Management Map for Turkish Higher Education." International Journal of Psychology and Educational Studies 9, no. 4 (2022): 1257–69. http://dx.doi.org/10.52380/ijpes.2022.9.4.888.

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This research aims to examine student satisfaction at higher education institutions through the estimation of a student satisfaction index (SSI) by simultaneously building a strategic management map (SMM) to help higher education leaders identify the areas for improvement at their institutions during Covid-19 induced hybrid education in Turkish Higher Education. The research was carried out with university students at a well-known foundation university in Turkey during Covid-19 pandemic. American Customer Satisfaction Model (ACSI) was used as a lens of analyisis to demonstrate the causal relat

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Krikun, E. S., N. S. Suvorov, and E. V. Ageeva. "Income of the company and customer’s loyalty programs." Proceedings of the Voronezh State University of Engineering Technologies 81, no. 1 (2019): 345–50. http://dx.doi.org/10.20914/2310-1202-2019-1-345-350.

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The article is about company’s income shaping by applying customer’s loyalty programs. As it reveals by the practice, companies widely applying loyalty programs, as an institutional form of communication for wide range of market participants. Loyalty programs, as a rule, contains instruments for increasing sales and selling additional products and services for existing customers. Performance of the company depends on its ability to generate enough inflows to payback operating costs and calculating profit. Our analysis shows that customer’s loyalty issues studying, as a rule, in the way to impr

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Diwandari, Saucha, and Ahmad Tri Hidayat. "Predicting Analysis of User’s Interest from Web Log Data in e-Commerce using Classification Algorithms." Jurnal Ilmu Komputer dan Informasi 15, no. 1 (2022): 33–38. http://dx.doi.org/10.21609/jiki.v15i1.1024.

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The accelerated development of e-commerce has been a concern for business people. Business people should be able to gain customer interest in a variety of ways so that their companies can compete with others. Analyzing click-flow data will help organizations or firms assess customer loyalty, provide advertising privileges, and develop marketing strategies through user interests. By understanding consumer preferences, clickstream data analysis may be used to determine who is participating, assist companies in evaluating customer contentment, boost productivity, and design marketing strategies.

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Spytska, K. V., T. V. Grynko, and T. Z. Hviniashvili. "Formation of the Competitive Strategy of an Enterprise Based on the Customer-Oriented Approach." Business Inform 11, no. 526 (2021): 309–14. http://dx.doi.org/10.32983/2222-4459-2021-11-309-314.

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Issues related to customer-oriented strategy are of particular importance, as its development and implementation determines the conditions that meet the needs of consumers with the level and quality of service, as well as economic and social growth of the company as a whole. The article identifies the main provisions and the conception of modern customer-oriented approach of the organization, in which the system-forming factor is the process of interaction between consumer and producer, which will ensure the dominant development of service activities. Thus, research of customer orientation and

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Ni Ketut Sariani, Ketut Sudarmini, and Eka Sri Jayanthi. "The Cost of Goods Sold Calculation for Pork Cutting Industry Products in the Darmasaba Village, Abiansemal, Badung." Asian Journal of Community Services 2, no. 10 (2023): 837–44. http://dx.doi.org/10.55927/ajcs.v2i10.6491.

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Darmasaba Village in the Abiansemal District, Badung Regency is renowned for its pork-cutting industry, which processes pork into various types of products, ranging from selling raw pork to processed products such as sausages, crackers, red meat, and others. The pricing strategy employed by this pork-cutting industry group, in determining the selling price to consumers, is not yet based on the components that constitute the product; they rely solely on estimation. Therefore, to enhance customer loyalty, it is essential to provide satisfactory service quality through pricing that aligns with pr

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Tahal, Radek. "Brand Importance across Product Categories in the Czech Republic, the Slovak Republic and the Russian Federation." Quality Innovation Prosperity 20, no. 2 (2016): 1. http://dx.doi.org/10.12776/qip.v20i2.689.

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<p><strong>Purpose: </strong>Customer loyalty is an important and complex aspect of the market environment. This study aims at analysing the significance attached by different customer groups to brands in particular product categories within the Fast Moving Consumer Goods sector and to enhance existing knowledge in this field.</p><p><strong>Methodology/Approach: </strong>This study is based on primary data gathered through a consumer survey that was consistently carrried out in the Czech Republic, the Slovak Republic and the Russian Federation during N

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Brandes, Leif, Egon Franck, and Philipp Theiler. "The group size and loyalty of football fans: a two-stage estimation procedure to compare customer potentials across teams." Journal of the Royal Statistical Society: Series A (Statistics in Society) 176, no. 2 (2012): 347–69. http://dx.doi.org/10.1111/j.1467-985x.2011.01033.x.

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Kapliar, Karina, Natalia Maslova, and Valentyn Hnoievyi. "Risks of the Neobanks’ Activities in the Conditions of the Economy Digitalization." WSEAS TRANSACTIONS ON INFORMATION SCIENCE AND APPLICATIONS 21 (December 13, 2023): 11–22. http://dx.doi.org/10.37394/23209.2024.21.2.

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The operation of neobanks, as a new banking concept, is currently gaining great popularity. However, their activities are associated with specific risks that are not characteristic of classic banks. The inefficient risk management can harm not only the banks themselves but also customers as well as the entire banking system. The article aims to identify opportunities and threats in the resistance of neo-banks to risks against the background of companies' digitalization. The current study applied graphic, analytical research methods (determination of specific weight and structure fractions), pa

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Uddin, Bashir, Sayma Sadia Shawon, and A. B. M. Asadullah. "Influence of Service Quality on Muslim Customers’ Satisfaction towards Islamic Banking: A Study on Malaysian Islamic Banks." Global Disclosure of Economics and Business 6, no. 1 (2017): 41–50. http://dx.doi.org/10.18034/gdeb.v6i1.115.

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The purpose for this study is to explore the connection between consumer loyalty and five measurements of service quality in Islamic banks of Malaysia. This examination utilizes an example of 270 clients of Islamic banks; 175 reactions have been taken from every city like Kuala-Lumpur and Zohur Baru and Penang. Organized poll procedure has been utilized to gather information. The paper's discoveries uncover that Malaysian Islamic banks clients consider Trust, responsiveness, assurance as critical variables for consumer loyalty, then again, the elements of the service quality as the substantial

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Talaneh, Elhameh, and Kheirollah Sarboland. "The effect of relationship marketing, emotional marketing and supportive marketing on customers loyalty with the mediating role of customers satisfaction: a case study (pars Abad banks)." International Journal of Scientific World 5, no. 1 (2017): 67. http://dx.doi.org/10.14419/ijsw.v5i1.7321.

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In today’s competitive world, the attraction and retention of customers in banking industry has become much more difficult and only those banks are successful in this competition that focuses their activities on attraction and retention of their customers. In other words, customers’ satisfaction and loyalty are considered as one of the most significant objectives of banking system. Consequently, the purpose of present research is to investigate the impact of relationship marketing, emotional marketing and supportive marketing on the customers’ loyalty in Pars Abad banks with the mediating role

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Đorđević, Aleksandar, and Anđelka Miladinović. "The influence of different brand dimensions onto the customer value creation." Ekonomika preduzeca 70, no. 5-6 (2022): 269–78. http://dx.doi.org/10.5937/ekopre2206269d.

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Achieving the competitive advantage on the market is one of the basic business challenges for the market oriented companies. In order to attract the greatest possible number of customers there is a need to create value which shall be recognized by the customers as a superior or a greater one in the process of estimating alternatives compared to the competitive options. Brand is one of the most important determinants in creating value for the customers. Brand is a complex category and during the analysis of its influence onto the value creation it is needed to take into account its different di

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Tiwari, Sunil, Joanna Rosak-Szyrocka, Dimpal Bharali, Sunildro L. S. Akoijam, and Binoy T. A. "Demystifying the Sustainable Competitive Advantage of Sualkuchi Silk Products: Perspectives of Buyers and Sellers." Sustainability 15, no. 2 (2023): 1110. http://dx.doi.org/10.3390/su15021110.

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India’s Assam silk products are well known and popular across the globe but have been facing stiff competition from numerous competitors. In this regard, there is a need to analyse the sustainable competitive advantages of Assam silk products to devise defensive strategies to sustain the age-old industry. Therefore, the purpose of this study was to identify the sustainable competitive advantages of the Assam silk products from buyers’ and sellers’ perspectives. Data were collected from 200 sellers and buyers through a standardised structured questionnaire; namely, the Buyers’ and Sellers’ Agre

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Matondang, Angga Oktavianus, and Raditha Hapsari. "Pengaruh Kualitas Pelayanan, Kepuasan Pelanggan, dan User Interface terhadap Loyalitas Pelanggan Selama Masa Pandemi COVID-19." Jurnal Manajemen Pemasaran dan Perilaku Konsumen 2, no. 2 (2023): 368–75. http://dx.doi.org/10.21776/jmppk.2023.02.2.11.

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The objective of this research is to identify the effects of service quality, customer satisfaction, and user interface on the loyalty Shopee application users during the Covid-19 pandemic. This descriptive research explains riable being studied and the relationship between the variables through hypothesis testing. The respondents of this research are 100 people who have used Shopee, to whom questionnaires were distributed through Google Forms. The data was analyzed using multiple linear regression, and the hypotheses were tested using t-test, performed in SPSS 26. This study finds that servic

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