Analysis of Factors That Determine Customer Delight and Their Impact on Customer Loyalty

Abstract

Customers are the first asset that require proper care because each one generates revenue that can sustain a firm. Customers are the company's kings, and they must be taken into consideration in order for it to successfully manage its business. At Apotek Iwos Farma Badung, the purpose of this study was to determine and validate the relationship between service quality, customer value, costumer delight, and customer loyalty. The respondents in this study were Apotek Iwos Farma Badung customers.This survey had 80 respondents, which was the set number. In this work, structural equation modeling analysis is performed using the Smart-PLS 3 program. The results of this study indicate that as a result, current services will be of greater quality. The findings of this study suggest that enhancing the quality of currently offered services will boost costumer delight. Customer delight can rise with good customer value. The quality of the current services has prevented a rise in loyalty of customer. Customer loyalty will be able to rise the higher the worth of current customers. However, Apotek Iwos Farma Badung has seen a boost in customer loyalty, but consumer delight has been unable to identify it.

Revisiting the delight–loyalty link in a retail banking context – an emerging market perspective

“…Delight encompasses customer's sense of joy when a service provider delivers beyond their satisfaction expectations, thereby stimulating their willingness to remain in a relationship with the service provider (Alramdhan, 2022.). Therefore, Sugarda et al (2023) and Svotwa et al (2023) confirm that in a marketing context, delight is perceived as a precursor to loyalty. Yet, a growing number of scholars validate the brittle nature of the delight-loyalty link, stating that delight alone does not nurture customers' future loyalty (Ahrholdt et al, 2019;Coetzee and Coetzee, 2019).…”

“…Customers who are delighted illustrate a greater intent to be loyal to their service provider in the long term (Sugarda et al, 2023). Banking studies conducted in Botswana and Jordan, emphasise the importance of securing joyful experiences in a services context, to stimulate loyalty.…”

“…Delight encompasses customer’s sense of joy when a service provider delivers beyond their satisfaction expectations, thereby stimulating their willingness to remain in a relationship with the service provider (Alramdhan, 2022.). Therefore, Sugarda et al . (2023) and Svotwa et al .…”

Service Quality on Customer Satisfaction and Its Impact on Customer Loyalty at KFC in South and Southeast Asia

“…An indication of the attitude held by customers who maintain connections or engage in transactions with the company is their loyalty (Sugarda, Suardhika, & Sapta, 2023). The act of continually favoring a company's goods and services above those of its rivals is known as customer loyalty.…”

Contributing Factors to Customers Loyalty in Gadgets A Study on Apple Brand

“…Long-term income may be earned by organizations that develop client loyalty. Moreover, if the value of products offered is higher than their rivals, the consumer will likely engage with the product (Sugarda, Suardhika, & Sapta, 2023).…”