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Journal articles on the topic 'FMCG industry – loyalty – loyalty program - relationship marketing'

Author: Grafiati
Published: 24 April 2022
Last updated: 30 July 2025

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1

Shuwu, Yao. "An Empirical Analysis of Brand Loyalty and Marketing Strategies in the FMCG Sector of China." International Journal on Recent and Innovation Trends in Computing and Communication 11, no. 11 (2024): 1039–45. http://dx.doi.org/10.17762/ijritcc.v11i11.10583.

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This study examines the complex connection involving brand loyalty and marketing strategies in the Fast-Moving Consumer Goods (FMCG) industry, with a focus on the importance of innovative marketing techniques in fostering consumer loyalty. The study utilizes a mixed-method approach, combining quantitative data from consumer surveys with qualitative insights from industry expert interviews. This methodology allows for a full analysis of current marketing trends and their effectiveness. The study initially examines crucial determinants that impact brand loyalty in the FMCG industry, encompassing
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Corbishley, Karen Margaret, Roger B. Mason, and Corne Meintjes. "Perceived Benefits of Loyalty Programs and Relationship Quality." International Journal of Customer Relationship Marketing and Management 11, no. 1 (2020): 1–18. http://dx.doi.org/10.4018/ijcrmm.2020010101.

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The aim of this article is to investigate perceived loyalty program benefits inherent in loyalty programs and how they might affect relationship quality, specifically in the South African FMCG sector. A quantitative study was undertaken where loyalty program members were approached via a national database. Hypotheses were individually tested by means of regression analysis. All three forms of perceived benefits exhibited positive relationships with each of the relationship quality constructs. Retailers that are considering which benefits to include in a loyalty program would find the results i
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Akbar, Sher. "Determinants of customers’ loyalty for hospitality industry." Information Management and Business Review 2, no. 1 (2011): 19–25. http://dx.doi.org/10.22610/imbr.v2i1.878.

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Customer loyalty is very necessary for the competitive market environment. The growing presence of relationship marketing efforts has led to increased competition among service providers. So hospitality industry is more service oriented, effecting by customers’ interest. To achieve the desirable customer to the business, for this purpose Relationship marketing efforts would have to be implemented in order to determine whether frequent guest is loyal to the particular company. Previous research has identified the determinants of customers’ loyalty for a hotel industry and has been adapted a
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Mujianto, Mujianto, Hartoyo Hartoyo, Rita Nurmalina, and Eva Z. Yusuf. "The Unraveling Loyalty Model of Traditional Retail to Suppliers for Business Sustainability in the Digital Transformation Era: Insight from MSMEs in Indonesia." Sustainability 15, no. 3 (2023): 2827. http://dx.doi.org/10.3390/su15032827.

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The development of fast-moving consumer goods (FMCGs) retail has demonstrated an evolution of buyer–seller interactions. In the era of digital transformation, FMCGs and micro, small, and medium enterprises (MSMEs) can easily use website applications to shop for various products from suppliers, make payments, and access a wider variety of products with more efficient delivery. However, empirical studies on loyalty drivers on B2B relationships for business sustainability in the retail industry have not received much attention. This research aimed to examine the factors that influence loyalty and
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Wisker, Zazli Lily. "Examining relationship quality in e-tailing experiences: a moderated mediated model." Marketing Intelligence & Planning 38, no. 7 (2020): 863–76. http://dx.doi.org/10.1108/mip-05-2019-0284.

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PurposeThis study aims to understand the relationships among relationship quality, repurchase intention, word-of-mouth and the moderation effect of the loyalty program.Design/methodology/approachBase on social exchange theory and trust commitment theory, the study hypothesizes that relationship quality is a multidimensional construct consisting of trust, satisfaction, commitment and perceived value. Relationship quality is posited to influence word-of-mouth, and this relationship is mediated by the repurchase intention. Loyalty program is expected to moderate the relationship between independe
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Kautsiro, Farium, and Prof Olawumi D. Awolusi. "Loyalty programs for the passenger transportation industry: a study of Zimbabwean Companies." Journal of Education and Vocational Research 11, no. 1(V) (2020): 5–22. http://dx.doi.org/10.22610/jevr.v11i1(v).3068.

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The paper examined firstly whether companies in the passenger transportation industry have utilised loyalty programs and then ascertained how much value the companies have drawn from them in enhancing market share, operational efficiency and financial benefit. Specifically, the study assessed the influence of loyalty program on customer relationship management, operational efficiency and profitability. The research was undertaken on ten companies who have implemented some form of loyalty programs through applied research’s in-depth interviews with the top executives. The qualitative methodolog
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Wadhera, Abhishek, and Dr Sumita Dave. "Factors Influencing Selection of Dairy Products by Retailers with Special Reference to Amul - A Study in Raipur." International Scientific Journal of Engineering and Management 03, no. 12 (2024): 1–7. https://doi.org/10.55041/isjem02147.

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This report summarizes the comprehensive analysis of the behavior of retailers, product range, and promotion strategies by the fast-moving consumer goods (FMCG) companies in the dairy products industry. The study was done during a two-month internship at Amul, with an objective to get practical knowledge about the distribution, marketing, and sales activities of FMCG companies through General Trade, Modern Trade, and Horeca channels. These considerations include profit margins, available products, reliable supply chain, and brand equity to arrive at a conclusion. Thereby, findings suggest the
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Putri, Sastya, Harits Kurniawan, and Denny Kurniawan. "PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT DAN DIGITAL MARKETING TERHADAP LOYALITAS KONSUMEN PADA FAZIA BEAUTY KOTA METRO." Strategic: Journal of Management Sciences 4, no. 3 (2024): 137–44. https://doi.org/10.37403/strategic.v4i3.279.

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The desire to look attractive has a significant impact worldwide, including in Indonesia. Where the cosmetics industry is one of the rapidly growing sectors. In recent years, local brands in the Indonesian cosmetics industry have rapidly increased, especially from large companies and small to medium-sized enterprises. Quantitative research is based on the philosophy of positivism to study a specific population or sample. Research instruments are used to collect data, and hypotheses are tested through quantitative and statistical analysis of that data. This research uses the SPSS 26 statistical
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Sahputro, Ridam Bagus, and Alldila Nadhira Ayu Setyaning. "Analysis of the Influence of Experiential Value and Relationship Quality on Customer Loyalty: A Case Study on RDM Tourism Bus." Asian Journal of Economics, Business and Accounting 24, no. 12 (2024): 94–115. http://dx.doi.org/10.9734/ajeba/2024/v24i121594.

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This study aims to determine the effect of aesthetics, escapism, service excellence, and customer ROI on behavioral and attitudinal loyalty, with relationship quality as an intervening variable. The approach used in this study is quantitative. Data were collected by distributing online questionnaires using Google Forms to 300 respondents who use RDM Tour Buses in Indonesia. The sampling technique employed was non-probability sampling using the purposive sampling method, and the data were analyzed using Structural Equation Modeling (SEM) with the assistance of the PLS program. All hypotheses in
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Paul, Rik, and Debapratim Purkayastha. "Customer retention at Hyundai Motor India Ltd." Emerald Emerging Markets Case Studies 3, no. 3 (2013): 1–12. http://dx.doi.org/10.1108/eemcs-06-2013-0078.

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Title – Customer retention at Hyundai Motor India Ltd. Subject area – Marketing management, services marketing, customer relationship management and strategic marketing management. Study level/applicability – This case can be taught effectively to MBA/MS students. Case overview – Hyundai Motor India Ltd (HMIL) commenced operations in India in 1996 and launched its first car in India – the Hyundai Santro – in 1998. Since then, there has been no looking back for the company. Its domestic and export sales figures have risen manifold each year and the car maker has gone on to become the second lar
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Muhammad, Ashdaq, Alam Syamsu, Aris Valentino, and Fitriayu Mandasari Nur. "The Role of Brand Loyalty in The Relationship Between Marketing Through Social Media to Purchase Intentions of Cosmetic Products: The Perspective of Female College Students in Makassar City, Indonesia." International Journal of Social Science and Human Research 07, no. 05 (2024): 3188–95. https://doi.org/10.5281/zenodo.11245173.

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Female College Students are a interesting market for the cosmetic industry in marketing their products. This study aims to identify the effect of social media marketing activity on the purchase intention of cosmetic through brand loyalty. The respondents of this study were female university students in Makassar City, South Sulawesi Province, Indonesia, who were followers of cosmetic brand social media accounts. The research hypothesis was analysed using Structural Equation Modelling using SPSS_AMOS 23 program. The results based on 288 samples showed that social media marketing directly had a s
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Lo, Ada S., Holly Hyunjung Im, Yong Chen, and Hailin Qu. "Building brand relationship quality among hotel loyalty program members." International Journal of Contemporary Hospitality Management 29, no. 1 (2017): 458–88. http://dx.doi.org/10.1108/ijchm-06-2015-0283.

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Purpose This study aims to investigate the impact of the loyalty program members’ satisfaction toward the hotel loyalty program benefits and the customer management relationship initiatives of individual hotels on the brand relationship quality (BRQ), i.e. their relationship quality with the hotel brand, and its outcomes. The moderating impact of membership level on the hypothesized relationships was also investigated. Design/methodology/approach A usable sample of 920 active members of a hotel loyalty program was obtained. Structural equation modeling with partial least squares method was use
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Firdaus, Abdullah, and Agnes Kanyan. "Managing relationship marketing in the food service industry." Marketing Intelligence & Planning 32, no. 3 (2014): 293–310. http://dx.doi.org/10.1108/mip-10-2012-0116.

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Purpose – The purpose of this paper is to propos a new measuring instrument for relationship marketing which is uniquely designed for the foodservice industry. In particular, the underlying dimensions of relationship marketing as perceived by customers are identified, and strategies for the enhancement of relationship marketing program are put forward. Design/methodology/approach – The proposed 31-item instrument has been empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis Findings – A factorial analysis suggests that relat
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14

Rosita, Galuh Chynintya. "Elevate Customer Loyalty By Omnichannel Integration Quality: Evidence From The Indonesian Beauty Retail Industry." Journal of Economic, Bussines and Accounting (COSTING) 7, no. 4 (2024): 7047–50. http://dx.doi.org/10.31539/costing.v7i4.9811.

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This study uses customer engagement (CE) and relationship program receptiveness (RPR) as mediators in the beauty retail sector to examine the relationship between omnichannel integration quality (OCIQ) and customer loyalty (CL). Data came from 1043 respondents obtained through an online survey and analyzed using PLS-SEM. The five dimensions of OCIQ (channel-service configuration, content consistency, process consistency, assurance quality and channel reciprocity quality) positively influence CE and RPR. Assurance quality has the most significant impact on CE and RPR compared to other OCIQ dime
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Saurabh, Kumar. "Impact of Brand Promotion on Market Performance: Hindustan Unilever Limited (HUL)." INTERNATIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 06 (2025): 1–9. https://doi.org/10.55041/ijsrem50484.

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Abstract This research examines the relationship between brand promotion strategies and market performance, using Hindustan Unilever Limited (HUL) as a case study. In the fast- evolving FMCG sector, brand promotion has emerged as a critical lever for competitive advantage. Adopting a mixed-methods research design, the study integrates quantitative data from consumer surveys with qualitative insights drawn from secondary sources such as company reports and industry publications. The primary promotional tactics that are the subject of the analysis include influencer engagement, digital marketing
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Harakal, Kyra L., and Paul Daniel Berger. "The Effects of Gamification on Restaurant Consumer-Retention." Business and Economic Research 7, no. 1 (2017): 58. http://dx.doi.org/10.5296/ber.v7i1.10634.

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This paper considers the marketing concept of gamification. This includes most loyalty programs, but, in addition, has tentacles in many other areas of marketing. It is a concept which has been growing rapidly in the marketing field. While a lot has been written about it, there is little quantitative analysis of its impact. In this paper, we perform a statistical analysis using a database of about 1,100 people and several variables, related to the restaurant industry in particular. We consider several hypotheses. One is whether the consumer loyalty engendered by gamification differs by gender.
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17

Basrowi, Basrowi, Juhary Haji Ali, and Tulus Suyanto. "THE CUSTOMER LOYALTY RESEARCH TRENDS: BIBLIOMETRY ANALYSIS." National Conference on Applied Business, Education, & Technology (NCABET) 2, no. 1 (2022): 1–14. http://dx.doi.org/10.46306/ncabet.v2i1.60.

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This research is a systematic mapping in the topic of Customer Loyalty (CL) studies based on bibliometric analysis. The purpose of this study was to find out how the development of citations, publication trends, collaboration of authors, trends in title terms, trends in keyword terms in Customer Loyalty (CL) articles during the last ten years 2013-2022. Data collection using publish or perish (PoP) software in bibliographic search as the initial database on Google Schoolar and Scopus. The results showed that from 500 papers, the number of citations reached 38813 citations, with an average annu
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18

Law, Colin. "The study of customer relationship management in Thai airline industry: A case of Thai travelers in Thailand." Journal of Airline and Airport Management 7, no. 1 (2017): 13. http://dx.doi.org/10.3926/jairm.86.

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Purpose: This paper offer marketing strategy suggestion to the airlines operating within the Thai aviation market. It identifies the recommended motivational factors that influence the airline customers’ decision to their airline choices. Airlines use different customer relationship management programs to attract returning customers. This paper suggested the most attractive motivation factors for Thailand's air travel market.Design/methodology/approach: This research paper is an attempt to study and identify the factors, including loyalty program, distribution channel, customer services, promo
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19

Salsabila, Salsabila, and Septia Winduwati. "Aplikasi Customer Service Commitment dalam Menjaga Loyalitas Konsumen Starbucks Signing Store." Prologia 8, no. 2 (2024): 311–17. http://dx.doi.org/10.24912/pr.v8i2.27597.

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Maintaining product quality, providing good service and meeting consumer expectations is the key for Food and Beverage industry activists to maintain consumer loyalty. This research aims to identify the application of Customer Service Commitment in maintaining consumer loyalty at the Starbucks Signing Store. The method used is a qualitative descriptive approach through in-depth interviews. Based on research results, Starbucks Signing Store uses the concept of Customer Relationship Management to get closer to consumers in order to create two-way communication and both Starbucks and its consumer
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20

Kavit Anjaria, Mr. "An Empirical Study on the Attitude of Consumers Towards Frozen Food Products." INTERNATIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 05 (2025): 1–9. https://doi.org/10.55041/ijsrem48575.

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Abstract The rapid expansion of the frozen food industry is driven by evolving consumer lifestyles, urbanization, and the increasing demand for convenience. This study investigates consumer attitudes towards frozen food products, analysing key determinants such as quality perception, health concerns, convenience, pricing, and brand preference. The research employs statistical analysis to examine the relationship between demographic variables such as age, gender, and purchasing frequency and consumer preferences. The findings indicate that younger consumers constitute the primary market segment
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Jung Hee, Kim, Jeon Seung Joon, and Kim Kyong Eun. "The Effect of Airline Relationship Immersion on Brand Attachment and Relationship Persistence Intention in Korea – Focused on the Frequent Flyer Programs." Information 26, no. 1 (2023): 15–33. http://dx.doi.org/10.47880/inf2601-02.

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The core of marketing strategies in the service industry is to increase customer retention rates as much as possible by increasing customer loyalty. In particular, due to the own nature of the aviation industry which is sensitive to external factors of the rapidly changing world, one of the important strategic goals to occupy a firm competitive advantage is securing regular customers such as "Loyal Customer." The purpose of this study is to find out not only the price competitiveness of airlines but also the influence among relationship commitment, brand attachment, and relationship persistenc
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Iddo Driantami, Nimas Anggita, and Ari Prasetyo. "Peran Store Image terhadap Repurchase Intention dengan Mediasi Customer Satisfaction." Jurnal Ekonomi Syariah Teori dan Terapan 9, no. 3 (2022): 427–38. http://dx.doi.org/10.20473/vol9iss20223pp427-438.

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ABSTRAK Penelitian ini bertujuan untuk mengetahui peran dari store image terhadap repurchase intention pada Karita Muslim Square Surabaya yang di mediasi dengan customer satisfaction. Sampel yang digunakan yaitu 131 responden yang pernah melakukan pembelian di Karita Muslim Square Surabaya. Pengujian menggunakan SEM-PLS dengan konstruk pertama yang menunjukkan hasil yang tidak valid, sehingga pengujian dilanjutkan dengan pengujian konstruk kedua dengan mengeliminasi beberapa indikator, sehingga hasil evaluasi menunjukkan bahwa antar variabel dalam konstruk secara langsung memiliki pengaruh yan
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Susanti, Devany Arfilia, and Edy Yusuf Agung Gunanto. "Faktor yang Mempengaruhi Intention to Recommend Produk Kosmetik Halal (Studi Kasus di Kota Tangerang Selatan)." Jurnal Ekonomi Syariah Teori dan Terapan 9, no. 4 (2022): 543–58. http://dx.doi.org/10.20473/vol9iss20224pp543-558.

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ABSTRAK Sektor kosmetik halal saat ini dianggap sebagai sektor dengan potensi tertinggi secara global. Berkembangnya tren penggunaan kosmetik halal dipengaruhi oleh tren hijrah dan gaya hidup umat Muslim yang sadar dengan urgensi penggunaan produk halal. Ketersediaan produk kosmetik halal yang beragam di pasaran mendorong konsumen lebih diskriminatif dalam pemilihan merek kosmetiknya. Perusahaan perlu merumuskan strategi pemasaran yang tepat agar produknya dapat bertahan dan bersaing dengan kompetitor, salah satunya melalui rekomendasi atas suatu produk tertentu. Penelitian ini bertujuan untuk
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24

Ashdaq, Muhammad, Syamsu Alam, Valentino Aris, and Nur Fitriayu Mandasari. "The Role of Brand Loyalty in The Relationship Between Marketing Through Social Media to Purchase Intentions of Cosmetic Products: The Perspective of Female College Students in Makassar City, Indonesia." International Journal of Social Science and Human Research 7, no. 05 (2024). http://dx.doi.org/10.47191/ijsshr/v7-i05-79.

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Female College Students are a interesting market for the cosmetic industry in marketing their products. This study aims to identify the effect of social media marketing activity on the purchase intention of cosmetic through brand loyalty. The respondents of this study were female university students in Makassar City, South Sulawesi Province, Indonesia, who were followers of cosmetic brand social media accounts. The research hypothesis was analysed using Structural Equation Modelling using SPSS_AMOS 23 program. The results based on 288 samples showed that social media marketing directly had a s
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25

Mabel, O. Lopez. "Consumer Buying Behavior as Loyalty Antecedents at Selected Fast Food Chain Restaurants." October 27, 2018. https://doi.org/10.5281/zenodo.5997397.

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Fast food industry is highly competitive to stand out in this crowded field where understanding consumer behavior is a must. To be successful, it must be able to project the right image of quality to the customers and ensure that they will continue patronizing the business. This research was conducted to determine the influences to consumer buying behavior as loyalty antecedents at fast food chain restaurants in a selected city in the Philippines. The data were analyzed using five- point Likert Scale and the simple mean, Goodman, and Kruskal’s Gamma Correlation. Findings revealed that ma
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Himanshu, sharma. "Sources of Awareness, Uses and Satisfaction Level of Customer Regarding Loyalty Cards." February 3, 2019. https://doi.org/10.5281/zenodo.5528466.

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Loyalty cards are utilized in different sectors in India. Media reports show that there has been a significant growth in the quantity of loyalty card programs in the nation. Shopping for every day basic can be rewarding! With the accessibility loyalty cards, shopping for every day fundamentals can acquire reward points. Customer loyalty is one of the real destinations of the marketing efforts A loyalty program is a vital component of customer relationship the board for firms identified with the retailing sector, apparels, airlines, and hotel industry. As there is proliferation of loyalty progr
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27

Rubio, Natalia, Nieves Villaseñor, and Maria Jesús Yagüe. "Value co-creation between consumers and distributors: the moderating effect of relationship characteristics." International Journal of Retail & Distribution Management ahead-of-print, ahead-of-print (2021). http://dx.doi.org/10.1108/ijrdm-10-2020-0390.

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PurposeAlthough value co-creation has been widely analyzed in digital contexts and various types of services (tourism, healthcare, etc.), it has received less study in the area of retail distribution. This study proposes that trust in the retailer and perceived support can encourage co-creation behavior on various levels: a basic level related to communication of service errors and a moderate-high level related to participation in service innovation. This study also proposes modeling for two different segments according to the participation in a loyalty program and according to the relationshi
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Telagawathi, Ni Luh Sayang. "Nilai Yang Dipersepsikan Terhadap Kepuasan Pelanggan Serta Dampaknya pada Loyalitas Pelanggan Industri Jasa Perbankan di Kota Denpasar." Ekuitas: Jurnal Pendidikan Ekonomi 7, no. 2 (2019). http://dx.doi.org/10.23887/ekuitas.v7i2.17669.

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As the developing of the research made by Anderson, et al. (1996); primary purpose of the research reported here is to observe empirically several specific hypothesis influence of customer expectation, perceived quality, perceived value, customer satisfaction, customer complaint and customer loyalty in bank service. The result this study show that customer satisfaction directly affected by perceived quality and perceived value postpurchase. Perceived value itself is affected by perceived quality and customer expectation. Customer expectation not directly affected by customer satisfaction but c
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Kovalenko, Liubov, and Diana Naherniuk. "POTENTIAL OF RESTAURANTS BUSINESS ESTABLISHMENTS IN THE FORMATION OF CUSTOMER LOYALTY." Market Infrastructure, no. 60 (2021). http://dx.doi.org/10.32843/infrastruct60-18.

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Consumer (buyer) behavior in the market economy is based on the theory of demand (theory of consumer behavior), which is based on how and in what way our needs are transformed into a certain amount of demand; how from variety of goods we choose that which satisfies us. The main factor influencing the decision to buy, of course, is still economic status of the consumer. It is established that people’s welfare has the greatest influence on it. Hospitality industry may not make the expected profit, because the economic effect in the restaurant business directly depends on people’s welfare. But in
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Loo Yew Liang. "Enhancing Channel Performance: The Moderating Effect of Soft Skills Training Programs in the Relationship Marketing Context for MLM Sales Leaders in Malaysia." International Journal of Business & Management, March 16, 2024. http://dx.doi.org/10.24940/theijbm/2024/v12/i1/bm2401-018.

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Multi-level Marketing (MLM) business revolves largely around people due to its business concept connecting large groups of downlines' network business activities. In MLM industry, people costs are much higher than capital costs. This people-based business requires the influence of relationship marketing, which requires the initiative of showing trust and commitment between MLM sales leaders and their downlines to ensure long-term cooperation. This study intends to understand the consequences of relationship marketing amongst MLM sales leaders towards channel performance. The achievement of cha
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