Method Supplied Investigation of Customer Loyalty in the Automotive Industry — Results of a Causal Analytical Study

1997 ◽  
pp. 167-213 ◽  
Author(s):  
Hans H. Bauer ◽  
Frank Huber ◽  
Felix Bräutigam
Keyword(s):  
Customer Loyalty ◽  
Automotive Industry ◽  
Analytical Study

PRODUCT AND SERVICE QUALITY: THE ANTECEDENTS OF CUSTOMER LOYALTY IN THE AUTOMOTIVE INDUSTRY

2009 ◽  
Vol 10 (4) ◽  
pp. 424-439 ◽  
Author(s):  
SARV DEVARAJ ◽  
KHALIL F. MATTA ◽  
EDWARD CONLON
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Automotive Industry

scholarly journals Service Quality of Online Shopping Platforms: A Case-Based Empirical and Analytical Study

2013 ◽  
Vol 2013 ◽  
pp. 1-9 ◽  
Author(s):  
Tsan-Ming Choi ◽  
Pui-Sze Chow ◽  
Bowood Kwok ◽  
Shuk-Ching Liu ◽  
Bin Shen
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Analytical Study ◽  
Online Shopping ◽  
Service Level ◽  
Customer Perceptions ◽  
Optimal Service ◽  
Quality Instruments

Customer service is crucially important for online shopping platforms (OSPs) such as eBay and Taobao. Based on the well-established service quality instruments and the scenario of the specific case on Taobao, this paper focuses on exploring the service quality of an OSP with an aim of revealing customer perceptions of the service quality associated with the provided functions and investigating their impacts on customer loyalty. By an empirical study, this paper finds that the “fulfillment and responsiveness” function is significantly related to the customer loyalty. Further analytical study is conducted to reveal that the optimal service level on the “fulfillment and responsiveness” function for the risk averse OSP uniquely exists. Moreover, the analytical results prove that (i) if the customer loyalty is more positively correlated to the service level, it will lead to a larger optimal service level, and (ii) the optimal service level is independent of the profit target, the source of uncertainty, and the risk preference of the OSP.

The Influence of Marketing Information Systems on Customer Loyalty in the Denpasar Automotive Industry in the Time of Covid-19

2021 ◽  
Vol 8 (1) ◽  
pp. 81-89
Author(s):  
Kelvin Hendrata ◽  
Putu Ngurah Suyatna Yasa ◽  
Ni Luh Putu Indiani
Keyword(s):  
Information System ◽  
Information Systems ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Automotive Industry ◽  
Significant Positive Effect ◽  
Insignificant Effect ◽  
Marketing Information ◽  
Positive Effect

Corona Virus Disease (Covid-19) in a pandemic situation, various elements are affected, one of which is the automotive sector. Companies are required to increase profits where in the current conditions loyal customers are the basis of their market. arketing information systems are important to increase customer loyalty during a pandemic accompanied by quality service and customer satisfaction. This study aims to determine the correlation between the marketing information system mediated by service quality, customer satisfaction, and customer loyalty in the automotive industry in Denpasar. The sample method uses random sampling with accidental sampling through distributing questionnaires that are measured using a Likert scale. The research sample consisted of 80 respondents, namely customers who had been to an authorized car dealer in the city of Denpasar. The results showed that the marketing information system had a positive and insignificant effect on customer loyalty. Marketing information systems have a significant positive effect on service quality and customer satisfaction. Service quality has a significant positive effect on customer loyalty, besides that customer satisfaction has a positive and insignificant effect on loyalty. Service quality and customer satisfaction are perfect mediations of the relationship between marketing information systems and customer loyalty, so this shows that marketing information systems are needed to maintain customer loyalty which is assisted by service quality and customer satisfaction so that companies can survive the Covid-19 era, especially in the industry automotive.

scholarly journals IMPLEMENTASI CUSTOMER RELATIONSHIP MANAGEMENT DI USAHA MIKRO KECIL DAN MENENGAH BIDANG OTOMOTIF

2018 ◽  
Vol 3 (2) ◽  
pp. 97
Author(s):  
Nicholas Arizona Manurung ◽  
Agung Nugroho
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Automotive Industry ◽  
Qualitative Method ◽  
Relationship Management ◽  
Service Differentiation ◽  
Customer Relationship ◽  
Business Coaching ◽  
Customer Data ◽  
Business Condition

<p><strong><em>Abstract.</em></strong><em> This research discuss the Implementaion of Customer Relationship Management (CRM) strategy in Small and Medium Entreprise ‘Trijaya Ban 83’ workshop that focusing on service repairment industry. The mapping of business condition mention that there is no service differentiation with big and small customer. There are some gap situation in Trijaya Ban 83 workshop such as there is no intense service treatment for customers who generate biggest profit and there is no comprehensive customer database. In this business coaching, coach want to help the business to create a comprehensive Customer Relationship Management Strategy in purpose to increase customer loyalty and keep contributing profit to Trijaya Ban 83 workshop. Methods used in this thesis is qualitative method to gather and analyze customer data of Trijaya Ban 83 workshop in 2016. The result of this research is to create a customer categorization that needs service differently also the implementation to the focus category. The purpose of this Customer Relationship Management implementation is for the workshop to have a systematic selling dan the customer become more loyal in the thight competition of service repairment industry.</em></p><p><strong><em>Keywords: Customer Relationship Management, Automotive Industry, Customer Loyalty, Business Coaching, Small and Medium Entreprises</em></strong></p><p><strong> </strong></p><p><strong> </strong></p><p><strong>Abstrak.</strong> Penelitian ini membahas mengenai implementasi strategi <em>Customer Relationship Management</em> (CRM) pada Usaha Mikro Kecil dan Menengah / UMKM yang bergerak di bidang jasa bengkel yaitu Trijaya Ban 83. Pemetaan kondisi UKM memperlihatkan bahwa tidak ada perbedaan perlakuan <em>service</em> antara pelanggan besar dan kecil. Beberapa kesenjangan yang terdapat di bengkel Trijaya Ban 83 adalah belum adanya pelayanan lebih terhadap pelanggan yang memberi kontrbusi pendapatan terbesar dan belum ada database konsumen yang lengkap. Oleh karena itu, tujuan dari <em>business coaching</em> ini untuk membantu UKM merumuskan sebuah sistem <em>Customer Relationship Management </em>dengan harapan pelanggan akan semakin loyal dan terus memberikan laba untuk bengkel Trijaya Ban 83. Metode yang digunakan dalam penelitian ini adalah metode kualitatif untuk mengumpulkan dan menganalisis data pelanggan bengkel Trijaya Ban 83 selama tahun 2016. Kesimpulan dari penelitian ini adalah pengelompokan pelanggan fokus yang harus dilayani secara berbeda serta implementasi <em>service</em> yang diberikan kepada kelompok fokus tersebut. Harapan dari implementasi <em>Customer Relationship Management </em>adalah agar bengkel memiliki sistematis penjualan yang teratur dan pelanggan semakin loyal terhadap bengkel dikala kompetisi bengkel semakin ketat. <em></em></p><p><strong>Kata kunci: <em>Customer Relationship Management </em>, Industri Otomotif, Loyalitas Pelanggan, <em>Business Coaching</em>, Usaha Kecil dan Menengah</strong></p>

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