Forming Customer Loyalty Through Factors in Mediation of Customer Satisfaction

Hudaya, Agung

doi:10.31933/dijdbm.v2i2.549

Cited by 3 publications

(2 citation statements)

References 9 publications

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“…Price perception has been identified as a critical factor influencing customer satisfaction and loyalty (Jiang & Rosenbloom, 2005), (Sudari et al, 2019), (Winarno et al, 2020). Studies have shown that price can significantly influence the level of satisfaction among customers, which in turn affects their loyalty (Silva et al, 2022) (Hudaya, 2021). Furthermore, the cost of acquiring new brand favorites has been highlighted as relatively more expensive than maintaining existing customers, underscoring the importance of customer loyalty in pricing strategies (Trasorras et al, 2009).…”

Section: Product Price and Customer Loyaltymentioning

confidence: 99%

DETERMINANT OF CUSTOMER LOYALTY FOR BANK SYARIAH INDONESIA AFTER M&A ACTIVITY BASED ON CONFIRMATORY FACTOR ANALYSIS

Mardianto,

Cahyono,

Previan

et al. 2023

JEBIS

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Introduction: The government of Indonesia consolidated three state-owned Islamic banks to become Bank Syariah Indonesia. Customer loyalty is affected by merger operations. The goal of this study was to look at how operational integration variables, information technology integration, bank location, service quality, bank human resource quality, and product quality affected customer loyalty at BSI's predecessor banks (Bank Syariah Mandiri, BNI Syariah and BRI Syariah). Methods: Primary data was collected using a questionnaire tool. Confirmatory Factor Analysis was employed as the analytical method. Results: Consumer loyalty to BSI post the merger is influenced by a number of variable aspects, according to the study's findings. All operational integration variables, IT integration, bank location, service quality, HR quality, and product quality have a major effect on BSI customer loyalty, but the operational integration variables, IT integration, and product quality have the most significance. Conclusion and suggestion: BSI perform operational integration, fast and good IT integration, and has better product quality than before the merger, the most influencing factor for customers to be loyal to BSI is when BSI performs operational integration, fast and good IT integration, and has better product quality than before the merger.

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Section: Product Price and Customer Loyaltymentioning

confidence: 99%

DETERMINANT OF CUSTOMER LOYALTY FOR BANK SYARIAH INDONESIA AFTER M&A ACTIVITY BASED ON CONFIRMATORY FACTOR ANALYSIS

Mardianto,

Cahyono,

Previan

et al. 2023

JEBIS

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“…Customer satisfaction with the company's products and services contributes to customer confidence in the product's quality; hence, this type of customer will probably buy the same products from the same company repeatedly (Khan et al, 2022). Customers are believed to be delighted because they will not return to the previous products, which suggests that they will become repeat buyers (Hudaya, 2021). Customer satisfaction is one of the ultimate goals that service organizations strive for due to the long-term benefits of having happy customers, such as positive word of mouth, customer loyalty, and long-term profitability (El-Adly, 2019).…”

Section: Customer Satisfactionmentioning

confidence: 99%

Developing New Marketing Strategy to Enhance Customer Loyalty at the Boarding House in Palembang City, South Sumatra

Alfandi,

Siallagan,

Rahayu

2023

IJEASS

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The hospitality business is one of the world’s largest and fastest-growing industries, with many sub-sectors, such as hotels, restaurants, and resorts. However, some boarding houses in Palembang City, South Sumatra, are experiencing a shortage of monthly room occupants, particularly between August and December 2022. The objective of this study is to investigate whether it is brand image, customer satisfaction, or customer relationship management (CRM) that influences customer satisfaction and customer loyalty towards boarding house residents in Palembang City, South Sumatra, to control and increase the monthly room occupants, especially from August until December 2022. Hopefully, this issue will never happen again. The study uses quantitative methodology research to utilize a structural equation modeling approach using Partial Least Square. The study included 128 respondents undertaking activities in Palembang, South Sumatra, and staying in a boarding house. According to the findings of this study, brand image has a negative association with customer satisfaction, but service quality and customer relationship management (CRM) have a positive association with customer satisfaction. Furthermore, it was shown that customer satisfaction has a favorable association with customer loyalty. Consequently, if they wish to encourage customer satisfaction and customer loyalty to the boarding house, they must improve service quality and customer relationship management (CRM).

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Integrated Marketing Communication and Customer Satisfaction as a function of Customer Loyalty with the Moderating role of Product Innovation Moderation

Adnan

Khan

Hayee

2021

sbsee

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Purpose: The basic aim of the current study is to investigate the impact of integrated marketing communication on customer loyalty especially in the individuals living in South Punjab, Pakistan. Design/Methodology/Approach: The paper focuses on a survey with a 7.0-point Likert Scale questionnaire using 55 items including all variables and constructs. The sample population was used from South Punjab, Pakistan comprising of individuals living in this area. PLS-SEM was used as an analysis tool for this quantitative data. Findings: The primary finding of the study is to use the innovative technology so as to provide the new and unique features within brands so as to enhance the loyalty within customers. Implications/Originality/Value: The study uses a single moderator and mediator which restricts the study to this domain only. Future research may use some other variables like brand trust and brand commitment as moderator and/or mediator to extend this current study. Moreover, future research may use longitudinal approach to avoid any data bias. The researchers focus on the technological advancement for product innovations so as to satisfy the needs and wants of customer which consequently leads to increase the customer loyalty towards the brands. This study is novel in its nature as it discusses the relationship between IMC and Customer loyalty with the moderating effect of Product Innovation. The paper provides an illusion to the fact that the employees require the new and innovative brands which forces the companies to augment not only the features of their brands but the communication campaign as well

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Forming Customer Loyalty Through Factors in Mediation of Customer Satisfaction

Cited by 3 publications

References 9 publications

DETERMINANT OF CUSTOMER LOYALTY FOR BANK SYARIAH INDONESIA AFTER M&A ACTIVITY BASED ON CONFIRMATORY FACTOR ANALYSIS

DETERMINANT OF CUSTOMER LOYALTY FOR BANK SYARIAH INDONESIA AFTER M&A ACTIVITY BASED ON CONFIRMATORY FACTOR ANALYSIS

Developing New Marketing Strategy to Enhance Customer Loyalty at the Boarding House in Palembang City, South Sumatra

Integrated Marketing Communication and Customer Satisfaction as a function of Customer Loyalty with the Moderating role of Product Innovation Moderation

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