Relationship Between Customer Satisfaction and Customer Loyalty: A Review and Future Directions of Its Nature and Approaches

Abu-Alhaija, Ahmad Saifalddin; Hussein, Hosni Shareif; Allan, Almothanna Jamil Abu

doi:10.15604/ejss.2019.07.04.003

Cited by 7 publications

(6 citation statements)

References 62 publications

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“…It is also important to create customer value, increase satisfaction, and build customer loyalty in an uncertain and complex environment. In much literature, customer satisfaction will increase consumer loyalty (Abu-Alhaija et al, 2019). In conditions of supply resilience and strong loyalty relationships, companies can take advantage of the benefits of strong loyalty relationships to maintain market share and achieve optimal profits (Ascarza et al, 2018).In order to face an uncertain and complex environment, this marketing concept emphasizes the importance of adaptation, flexibility, market research, creating customer value, and building customer loyalty.…”

Section: Marketing Concepts In An Uncertain and Complex Environmentmentioning

confidence: 99%

Effect of Marketing Strategy Factors on Marketing Performance of Food Home Industry in Malang City

Triwijayati,

Oentoro,

Winata

et al. 2024

ijmb

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This research examines factors or types of marketing strategies and marketing performance. The aim of the research is to examine the factors of each variable and the influence of marketing strategy factors on the performance of marketing strategies in the home food industry in Malang City. The research is in the form of a survey with a type of causal research. The number of samples was 398, taken from the food and beverage processing industry in Malang City. Data was collected through a survey using a questionnaire. Data were analyzed using the Structural Equation Modelling (SEM) Partial Least Squares (PLS) method. The research results explain that the marketing strategy factors formed are cost efficiency, product innovation, marketing innovation, and distribution channels. Meanwhile, the effectiveness of marketing strategy performance can be measured by increasing sales, market share and customer satisfaction. In further testing, cost efficiency, innovation and effective distribution factors influence marketing performance. This research provides benefits for the food home industry that product innovation, marketing, distribution and cost leadership strategies are very important to increase consumer satisfaction. Increased consumer satisfaction will have an impact on increasing market share, product sales, and profit sustainability.

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Section: Marketing Concepts In An Uncertain and Complex Environmentmentioning

confidence: 99%

Effect of Marketing Strategy Factors on Marketing Performance of Food Home Industry in Malang City

Triwijayati,

Oentoro,

Winata

et al. 2024

ijmb

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“…Similarly, Oliver (1999) defines loyalty as "a deeply held commitment to consistently repurchase a preferred product or service in the future, even in the face of situational influences and marketing efforts that may encourage switching behaviours." Customer loyalty is recognized as a long-term asset and a crucial business outcome (Abu-Alhaija et al, 2018). Many companies consider having loyal customers as an essential strategy, given its significant role in establishing sustainable competitive advantages.…”

Section: Service Qualitymentioning

confidence: 99%

Service Quality, Customer Loyalty and Customer Retention among Private Health Care Services in Mbarara City

Harriet,

Arthur,

Komunda

et al. 2024

JSS

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This study aimed to investigate the relationships between service quality, customer loyalty, and customer retention within private healthcare facilities in Mbarara City. It specifically focused on how service quality affects customer retention and loyalty, and how loyalty in turn influences retention. A cross-sectional design was used, with data collection and analysis conducted quantitatively. The study encompassed 36 operational private healthcare centres, with their customers serving as the subjects of the investigation. The study distributed self-administered closed-ended questionnaires to the participants, and the data collected was later processed and analysed using Statistical Package for Social Scientists (SPSS), version 21. To address the research objectives, Pearson correlation was utilized to examine the relationships between the variables under investigation, while Ordinary Least Square regression was employed to assess the model's predictive capability. The study revealed a noteworthy positive relationship between service quality and customer loyalty, as well as a significant positive correlation between customer loyalty and customer retention. However, it was determined that the link between service quality and customer retention was not statistically significant. Therefore, there is a need for private healthcare management to focus on service quality to improve customer loyalty. This means that activities related to the reliability of the health staff, positive responsiveness of the doctors and other employees in the health centres, ensuring that the patients are assured of quality service and equipping the health facility with the right machines that can test and treat diseases, this will help in improving customer loyalty hence customer retention among private health care services in Mbarara City.

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“…Consumer loyalty is a person's attachment to a product, instead of repeated commercial transactions [18]. Scale of consumer loyalty consists of three dimensions [19], namely: (i) affective loyalty which refers to emotional loyalty in general; (ii) conative loyalty which refers to intention to continue using a particular product; and (iii) action loyalty which refers to willingness to provide a positive recommendation regarding a particular product.…”

Section: Consumer Loyaltymentioning

confidence: 99%

Digital Wallet Users in Indonesia: Factors Affecting Consumer Satisfaction and Consumer Loyalty

Kurnia¹,

Pangaribuan²,

Sitio³

2023

Advances in Economics, Business and Management Research

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The digital revolution has changed the face of the financial industry. One of the adoptions of digital technology in the financial industry is the presence of digital wallet. Digital wallet application is currently very popular and rapidly adopted by the mobile users due to the growth of use of the internet. The purpose of this study is to investigate the effect of perceived value, ease of use, trust, perceived security, self-efficacy, and sales promotion on consumer satisfaction and consumer loyalty to the use of digital wallets in Indonesia. This research is a confirmatory study. The conceptual framework has been formulated based on the conclusions from the previous studies on factors that influence consumer satisfaction and consumer loyalty, both in the use of digital wallets, and in other industries. The framework is then analyzed empirically using covariance-based Structural Equation Modeling. The primary data used in this study consists of 443 respondents, who are consumers (users) of digital wallets in Indonesia. The analysis reveals that: (i) the factors that influence consumer satisfaction are perceived value, ease of use, self-efficacy, and sales promotion; (ii) the factors that influence consumer loyalty are perceived value, ease of use, trust, perceived security, sales promotion, and consumer satisfaction; (iii) consumer satisfaction factor can not mediate other factors to consumer loyalty.

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Relationship Between Customer Satisfaction and Customer Loyalty: A Review and Future Directions of Its Nature and Approaches

Cited by 7 publications

References 62 publications

Effect of Marketing Strategy Factors on Marketing Performance of Food Home Industry in Malang City

Effect of Marketing Strategy Factors on Marketing Performance of Food Home Industry in Malang City

Service Quality, Customer Loyalty and Customer Retention among Private Health Care Services in Mbarara City

Digital Wallet Users in Indonesia: Factors Affecting Consumer Satisfaction and Consumer Loyalty

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