Which Consumer Groups Are More Loyal? Evidence in Indonesian Banking Industry

Indiani, Ni Luh Putu; Pulawan, I Made; Santin, Ni

doi:10.14254/1800-5845/2022.18-1.4

Cited by 4 publications

(5 citation statements)

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“…Therefore, customer satisfaction increases customer loyalty. This is in line with the research of Boonlertvanich (2019), Indiani et al (2021), Furoida (2018), Cuong and Khoi (2019), Kim et al (2020), Rameli a nd Kempa (2021), and Keni and Sandra (2021) which found that customer satisfaction has a significant influence on customer loyalty in the retail industry. A cosmetics retail store in Badung Regency can also provide a good value and experience to customers which can be done through trained employees.…”

Section: The Influence Of Customer Satisfaction On Customer Loyaltysupporting

confidence: 89%

“…Satisfaction is very important in the beauty business because it can increase customer loyalty. Boonlertvanich (2019) and Indiani et al (2021) found that customer satisfaction in bank service significantly improves both customer attitudinal loyalty as well as behavioral loyalty. Furoida (2018) found that satisfaction affects customer loyalty.…”

Section: Customer Satisfactionmentioning

confidence: 99%

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Enhancing Customer Loyalty in the Cosmetic Industry: The Role of Store Location and Service Quality

Nisa,

Indiani

2023

j.imb

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In the midst of intense competition in the cosmetics industry, customer loyalty is an important key in maintaining the sustainability and existence of a company. This study aims to analyze the influence of store location and service quality on customer loyalty with customer satisfaction as a mediation variable. The investigation aims to understand the relationship between variables, the nature of mediation, and become a cornerstone in formulating practical implications for the cosmetic retail industry. The population in this study is all customers of the cosmetic industry in Badung Regency. The study obtained 150 valid samples. The data collection method is a survey method using questionnaires which was carried out offline and online through a link. The analysis technique used is an inferential analysis technique with Partial Least Square (PLS) to analyze relationships among latent constructs by modeling both the measurement and structural components of a theoretical model. The results showed that there is a significant relationship between store location and service quality to customer loyalty both directly and indirectly through customer satisfaction and this is a partial mediation, suggesting that there are other factors not included in the research model that could explain the relationship between store location and loyalty, as well as service quality and loyalty. The suggestion proposed to increase customer loyalty in cosmetic retail is to pay attention to the availability of parking lots, location convenience, and ease of accessing store locations. In addition, the quality of service can be improved through supporting facilities and infrastructure, the ability of marketers to welcome customers and provide a good value and experience to customers that can be done through trained employees.

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Section: The Influence Of Customer Satisfaction On Customer Loyaltysupporting

confidence: 89%

Section: Customer Satisfactionmentioning

confidence: 99%

Enhancing Customer Loyalty in the Cosmetic Industry: The Role of Store Location and Service Quality

Nisa,

Indiani

2023

j.imb

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“…(Steyn & Mostert, 2022) stated that the customer satisfaction becomes the measurement whether the firm is succeed or not. (Wilbert et al, 2022) also mentioned about the customer experiences they received when dealing with firms, as well as (Indiani et al, 2022) stated that their experiences not only valued to themselves but also spreading to other relatives.…”

Section: Theoritical Frameworkmentioning

confidence: 99%

Service Quality Impact on Customer Satisfaction of Multipurpose Loan Products

Jaenudin¹,

Verawati²

2022

BASKARA

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This study aims to determine: How the influence of service quality on customer satisfaction at PT WOM Finance Kemayoran Branch, Central Jakarta. This research is a quantitative study. The research location is PT WOM Finance, Kemayoran Branch, Central Jakarta. The population in this study were customers of PT WOM Finance Kemayoran Branch, Central Jakarta, the sampling method was carried out by the random method, and using the Slovin 79.36 formula rounded up to 80 respondents. Based on the results of partial hypothesis testing, the T-test of the Service Quality variable obtained a T-count value of 7,297 while the statistical table (T table) was 1,665 and the significance value of the Service Quality variable was 0.000 less than 0.05. So it can be concluded that Service Quality partially has a positive and significant effect on Customer SatisfactionKeywords: Service Quality, Customer Satisfaction

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“…If customers are satisfied with the services they receive, Islamic banks will be able to survive and develop. Customers' feelings of satisfaction are very important for success in maintaining customer loyalty (Indiani et al, 2022). According to Indiani et al, (2022) The quality of service and the level of happiness experienced by customers are significantly related to one another.…”

Section: Introductionmentioning

confidence: 99%

“…Customers' feelings of satisfaction are very important for success in maintaining customer loyalty (Indiani et al, 2022). According to Indiani et al, (2022) The quality of service and the level of happiness experienced by customers are significantly related to one another. The impressions that consumers have regarding the goods and services that they are provided with are what constitute customer satisfaction (Bayhaqy & Septiarini, 2023).…”

Section: Introductionmentioning

confidence: 99%

The Influence of Customer Loyalty through Customer Satisfaction with Islamic Religiosity as a Moderating Variable

Aminatur Rofiah,

Titis Miranti

2024

AJEKBS

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With Islamic religiosity serving as a moderating factor, customer satisfaction with Bank Syariah Indonesia clients in Malang Raya is the study tool used to assess the impact of relationship and service quality on customer loyalty. a kind of quantitative study. 320 respondents from Malang Raya served as the sample size. Purposive and proportional random sampling are the sample methods used. Malang City, Malang Regency, and Batu City were all taken into account using proportional random sampling. Using SEM PLS, the data were examined. The study's conclusions show that although relationship quality has no appreciable effect on customer loyalty, customer happiness and service quality do have a significant impact. Customer happiness is significantly impacted by relationship and service quality. The mediation test indicates that customer satisfaction can influence customer loyalty via mediating the effects of service quality and relationship quality. Subsequent study findings, including the Islamic religiosity moderation test, demonstrated that the effects of customer happiness, relationship quality, and service quality on customer loyalty could not be balanced.

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Which Consumer Groups Are More Loyal? Evidence in Indonesian Banking Industry

Cited by 4 publications

References 0 publications

Enhancing Customer Loyalty in the Cosmetic Industry: The Role of Store Location and Service Quality

Enhancing Customer Loyalty in the Cosmetic Industry: The Role of Store Location and Service Quality

Service Quality Impact on Customer Satisfaction of Multipurpose Loan Products

The Influence of Customer Loyalty through Customer Satisfaction with Islamic Religiosity as a Moderating Variable

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