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Journal articles on the topic 'Satisfaction and Customers Loyalty'

Author: Grafiati

Published: 3 June 2025

Last updated: 31 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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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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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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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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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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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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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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Yessi Claudia Sianipar, Syafrizal Helmi Situmorang, and Rulianda Purnomo Wibowo. "ANALYSIS OF THE EFFECT OF DIGITAL CUSTOMER EXPERIENCE ON CUSTOMER LOYALTY THROUGH EMOTIONAL MARKETING AND CUSTOMER SATISFACTION FOR INDIHOME CUSTOMERS." International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 3, no. 4 (2023): 1235–47. http://dx.doi.org/10.54443/ijebas.v3i4.1023.

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

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

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

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Nofiana, Andang, and Hengky Widhiandono. "ANALISIS PENGARUH KEPUASAN KERJA TERHADAP KINERJA KARYAWAN DAN LOYALITAS PELANGGAN (Studi Kasus Pada Bengkel AHASS Area Purwokerto )." Media Ekonomi 17, no. 2 (2017): 59. http://dx.doi.org/10.30595/medek.v17i2.2137.

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This research has aim to partially analyse the effects: 1) Work satisfaction on worker’s performance, 2) work satisfaction on customer loyalty, 3) worker’s performance on customer loyalty. The type of research is a survey research.The research was conducted in AHASS (Astra Honda Authorized Service Station) service station Purwokerto division which amounted to 9 locations, the research used 101 tecnician or mechanic and customer service as wellas 101 service customers as respondents. The hypothesis verification used linier regression analysis. The result was: 1) Work satisfaction has positive s

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

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

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Rabia, Sarfraz, and Babak Mahmood Dr. "Loyalty Breeds Loyalty: Nailing Customer Churn through Satisfied and Loyal Employees in Telecom Sector of Pakistan." International Journal of Management Sciences and Business Research 6, no. 6 (2017): 52–56. https://doi.org/10.5281/zenodo.3468916.

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Customer retention is a serious concern for the organizations around the world. They want to retain employees so their profits can elevate but for the fulfillment of this desire, satisfaction and loyalty levels of employees need to be taken care of while making them work for the organization. The customer can’t be convinced not to churn if they are not satisfied with the services being offered to them and this level of satisfactory service can only be provided through the pool of satisfied employees who have loyalty running in their veins, for the organization they are working for. Emplo

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

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

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

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

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

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

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

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

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Afriani, Lita Ningrum, and Hendro Setyono. "PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN CITRA MEREK TERHADAP LOYALITAS NASABAH YANG DIMEDIASI OLEH KEPUASAN NASABAH (Studi pada Nasabah PT. BRI (Persero) Tbk. Yogyakarta)." Jurnal Fokus Manajemen Bisnis 7, no. 2 (2020): 123. http://dx.doi.org/10.12928/fokus.v7i2.1741.

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For companies, loyal customers mean a lot besides illustrates the amount of profitability obtained by loyal consumers can also show the image or image of the company in the public eye. Loyal customers can become partners in developing new products, because they maintain and defend and even use the services of existing companies. According to Darsono (2004) a loyal customer becomes a valuable asset for the company. Loyal customers will reduce the effort to find new customers, giving positive feedback to the company. Companies must be able to satisfy old customers and create new customers, if yo

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Slack, Neale J., and Gurmeet Singh. "The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction." TQM Journal 32, no. 3 (2020): 543–58. http://dx.doi.org/10.1108/tqm-07-2019-0187.

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PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate s

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

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

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Kurnia, Fachreza Eka, Achsania Hendratmi, Saiful Anam, and Muhammad Nur Miftakhul Ivanda. "Pengaruh Kualitas Pelayanan Islam terhadap Loyalitas Pelanggan dengan Mediasi Kesenangan Pelanggan pada Penginapan Syariah di Mojokerto." Jurnal Ekonomi Akuntansi dan Manajemen 22, no. 2 (2023): 161. http://dx.doi.org/10.19184/jeam.v22i2.39501.

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This study's objective is to investigate the relationship between the quality of sharia-compliant customer service and the degree of customer loyalty, with the satisfaction of customers serving as a moderating variable. The participants in this study were customers who had previously utilised the services provided by sharia inns in Mojokerto. The research was carried out in a number of sharia inns in Mojokerto. The data analysis technique uses Regression Path Analysis. The empirical research results prove that service quality influences customer loyalty and customer satisfaction, and customer

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

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

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

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

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Alvianna, Stella. "Pengaruh Kualitas Harga Layanan dan Kepuasan terhadap Kesetiaan Usia Millenial Berkunjung ke Tempat Wisata." Media Wisata 18, no. 1 (2021): 69–80. http://dx.doi.org/10.36276/mws.v18i1.78.

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This study focuses on analyzing the effects of product quality, price and quality of information on customers loyalty with customers satisfaction as a mediator variable toward the tourist destinations of Wendit Tourism Park. All tourism Diploma Program students aged 15-34 years were the population in this study which 75 respondents were taken as a sample. The results revealed the quality of the product had no effect directly the satisfaction of the customers of Wendit tourism, while the price affected directly the satisfaction of the customers of Wendit tourism, the quality of service directly

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

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

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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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Kee, Daisy Mui Hung, Gai Sin Liem, Neo Zhan Yuan, et al. "The Influence of Customer Satisfaction, Brand Trust And Brand Loyalty On Purchase Intention: A Study Of Mcdonald’s In Malaysia." International Journal of Tourism and Hospitality in Asia Pasific 7, no. 3 (2024): 431–45. http://dx.doi.org/10.32535/ijthap.v7i3.2343.

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Customer satisfaction is crucial to the success of any business. It has been studied in business and marketing since the 1970s. When customers are satisfied, brand loyalty is immediately involved. As a result, brand loyalty has received much attention in recent decades. McDonald's is the world's leading fast-service restaurant, with over 36,000 outlets worldwide and over 70 million customers served daily in more than 100 countries. Every month, McDonald's serves approximately 13.5 million customers in over 320 stores in Malaysia. The company's performance is strongly related to its high brand

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

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

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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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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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Famiyeh, Samuel, Amoako Kwarteng, and Disraeli Asante-Darko. "Service quality, customer satisfaction and loyalty in automobile maintenance services." Journal of Quality in Maintenance Engineering 24, no. 3 (2018): 262–79. http://dx.doi.org/10.1108/jqme-10-2016-0056.

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Purpose The purpose of this paper is to understand the relationship between service quality, customer satisfaction and the loyalty of car owners. The aim is to understand the relative importance of the various service quality dimensions to Ghanaian car owners as to what drive satisfaction and whether this satisfaction has implication on their loyalty. Design/methodology/approach The study used a survey of car owners and relied on partial least squares-structural equation modeling to study the relationship between service quality and its impact on customer satisfaction and loyalty. Further mode

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

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

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Hapsari, Indri, and Murini Murini. "Pengaruh Kualitas Pelayanan, Kepercayaan dan Kepuasan terhadap Loyalitas Nasabah PT Bank Syariah Mandiri Kendari." Jurnal Ilmu Manajemen Sosial Humaniora (JIMSH) 4, no. 2 (2022): 88–95. http://dx.doi.org/10.51454/jimsh.v4i2.699.

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BSM Customers in Kendari Branch searched, select and use the entire services of a bank if the quality of the bank's services is able to meet the customer's needs. However, this is not enough for customers if the value of the benefits of banking products offered is not in accordance with the perception of the applicable customer value. In this case the better the quality of service, trust and customer satisfaction, the higher the customer's loyalty at PT Bank Syariah Mandiri Kendari Branch. The purpose of this study is to analyze and determine the influence of service quality, trust and custome

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Ramaseshan, B., Jochen Wirtz, and Dominik Georgi. "The enhanced loyalty drivers of customers acquired through referral reward programs." Journal of Service Management 28, no. 4 (2017): 687–706. http://dx.doi.org/10.1108/josm-07-2016-0190.

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Purpose The purpose of this paper is to extend prior research on referral reward programs (RRPs) by examining if and how the mode of customer acquisition (RRP-acquired customers vs non-RRP-acquired new customers) moderates the relationships between customer satisfaction and attitudinal loyalty, perceived switching costs and attitudinal loyalty, and attitudinal loyalty and behavioral loyalty (i.e. recommendations, cross-buying, and total spend). Design/methodology/approach Set in a banking context, this study is the first in an RRP context to link survey data with actual purchase data from a ba

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Angga Sugiarsa, I. Putu Gede. "PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABLE MEDIASI." Journal of Applied Management Studies 1, no. 1 (2020): 1–13. http://dx.doi.org/10.51713/jamms.v1i1.1.

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This study discusses the role of service quality in increasing customer satisfaction and loyalty of The Breezes Bali. Responded in this study as many as 91 respondents by staying at The Breezes Bali hotel more than doubled, a minimum visit of 17 years. Determination of the sample using purposive sampling method. This study uses Partial Least Square (PLS) analysis with the SmartPLS program. The results of the study show that: 1) Quality of service is positive and significant to customer satisfaction 2) Quality of service is positive but not significant to customer loyalty 3) Positive and signif

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Budianto, Damis Veri, Tri Kartika Pertiwi, and Muhadjir Anwar. "Analysis of The Influence of Customer Loyalty to GoFood Products in Indonesia." Widya Cipta: Jurnal Sekretari dan Manajemen 7, no. 2 (2023): 151–59. http://dx.doi.org/10.31294/widyacipta.v7i2.16211.

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Loyalty is an effort to establish long-term relationships with customers. This study examines the effects of e-service quality and sales promotion on customer loyalty and satisfaction, considering satisfaction as a mediating variable in the context of GoFood products. The main objective of this research is to analyze the causal relationship between the independent variables and the dependent variable with the presence of intervening variables. The primary data source for this study is GoFood application users. Data was collected from a total of 327 customers across Indonesia who are GoFood use

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FIRMANSYAH, Bertoto Eka, and Budhi HARYANTO. "THE STRATEGY FOR IMPROVING THE CUSTOMERS LOYALTY OF KAI AGRO PARAHYANGAN." Modern Management Review 26, no. 3 (2021): 69–78. http://dx.doi.org/10.7862/rz.2021.mmr.18.

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Purpose: This study aims to find out about the influence of price fairness and service quality toward customers’ satisfaction and loyalty, along with its indirect relationship on customers’ loyalty. This study focuses on the customers of Indonesian Railways Company/KAI especially the passenger of Argo Parahyangan with Jakarta – Bandung route through Gambir Station. Methodology: This study used a descriptive qualitative methodology, applying Square Equation Model (SEM) in analyzing the data. The sample is taken from 254 customers who use KAI Agro Parahyangan. Result: The results showed that ful

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., Wahyudi, and Endang Ruswanti. "The Effect of Service Quality, Trust and Satisfaction of Banks Customer Loyalty." International Journal of Research and Review 8, no. 4 (2021): 293–307. http://dx.doi.org/10.52403/ijrr.20210436.

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One of the necessities of life that is no less important in this era is the need for banking services. The number of competitors in the same type of banking makes competitors competing to get the attention of customers, which customers are now more intelligent to determine their choices. Therefore, banking service companies need to have the right strategy in order to prevent customers from moving to other competitors. Banking companies must be able to provide quality services so that it will have an impact on customer loyalty. For more details, the purpose of this study is to look at the effec

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Gillani, Syed Usman Ali, and Dr Abdul Ghafoor Awan. "Customer Loyalty in Financial Sector: A case study of Commercial Banks in Southern Punjab." International Journal of Accounting and Financial Reporting 1, no. 1 (2014): 587. http://dx.doi.org/10.5296/ijafr.v4i2.6870.

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By considering the intense competitiveness and prevalent challenges in the current business environment, organizations can’t survive just focusing on attracting and capturing new customer but they have to choose the strategy that help in retaining the existing customers and enhanced their loyalty to the organization. So, in the customer service based industry, satisfied customers are no longer suitable, and the businesses have to explore the new ways to flourish and promote the loyalty of customers. The current study hypothesize that customer loyalty is significantly affected by the customer s

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