scholarly journals Mjerenje zadovoljstva i lojalnosti klijenta uslugama na kioscima

2017 ◽  
Vol 5 (2) ◽  
Author(s):  
Sanja Raspor Janković ◽  
Stela Lanča
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Descriptive Analysis ◽  
Demographic Characteristics ◽  
Regression Analyses ◽  
High Level ◽  
The Relationship ◽  
The City ◽  
Analyze Data

The purpose of this study was to measure customer satisfaction and customer loyalty with news stand services, and to examine the relationship between the concepts of interest. The research was conducted on news stands in the city of Rijeka. Data were gathered using questionnaire. The questionnaire was created based on the studies conducted by Radman et al. (2002), Sinčić Ćorić, Vorkapić (2008) and Perić et al. (2010) and was adopted to the specific features of the present study. It consists of three parts. In first part customer satisfaction with news stand services was measured. Second par included variables for assessing customer loyalty. Third part consisted of respondents' demographic characteristics and buying habits in news stand. A total of 129 valid questionnaires were collected. Descriptive analysis and regression analyses were performed to analyze data. The findings showed high level of customer satisfaction and moderate level of customer loyalty. Furthermore, there is statistically significant relationship between attribute and overall customer satisfaction. The highest significant impact on overall customer satisfaction had staffs’ courtesy, product quality, and price. In addition, significant relationship was found between overall customer satisfaction and customer loyalty. The results of the present study may be useful to academics and practitioners in better understanding of customers’ attitudes and habits regarding the news stand services, in order to enhance the level of customer satisfaction and customer loyalty in this retail segment.

scholarly journals The Relationship between Reputation, Customer Satisfaction, Trust, and Loyalty

2014 ◽  
Vol 4 (3) ◽  
pp. 368 ◽  
Author(s):  
Roshana Gul
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Positive Sign ◽  
Medical College ◽  
Independent Variable ◽  
Relationship Of ◽  
The Relationship ◽  
Self Administered Questionnaire

Though a lot of studies have been done to conclude customer loyalty as dependent variable but still there is a vast margin of researches to be conducted in future in different spheres of this construct. On the other hand the truth of the importance of customer loyalty as an enduring asset cannot be falsified. It is fundamental for organizations to build up long term and mutual beneficial associations with the customers. The purpose of this research paper is to show the inter relationship of reputation, customer satisfaction and trust on customer loyalty. According to the observations reputation is the major independent variable that has significant relationship with customer satisfaction, customer loyalty, and trust. Data for this research study was taken from the Islamia University, Quaid-e-Azam Medical College, and different banks located at various geographic locations of Bahawalpur region of Pakistan. Data was collected through self administered questionnaire and analyzed by using regression through SPSS. The results have been drawn from 150 users of NISHAT LINEN and it was found that there is positive and significant relationship among reputation, customer satisfaction, trust and customer loyalty. Hence the studies give the positive sign that with the increment of reputation, customer satisfaction and trust the customer loyalty enhances.  

Celebrity Endorsement as Moderating Variable on the Relationship between Loyalty and Corporate Credibility of Travel Companies in Aceh

2018 ◽  
Vol 9 (04) ◽  
pp. 20726-20734
Author(s):  
Ricky Alfanda ◽  
Jasman J. Ma’ruf ◽  
Nurdasila Darsono ◽  
Syafruddin Chan ◽  
Syafruddin Chan
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Descriptive Analysis ◽  
Demographic Characteristics ◽  
Primary Data ◽  
Equation Modeling ◽  
Celebrity Endorsement ◽  
Significant Relationships ◽  
Corporate Credibility ◽  
The Relationship

To increase customer loyalty, travel companies in Aceh use celebrity endorsement to help promote their products. The purpose of this study was to examine important criteria in creating customers’ loyalty. The effect of celebrity endorsement as moderating variabel on the relationship between loyalty and corporate credibility are investigated for this purpose. A sample was drawn from umrah pilgrims in Aceh with 220 respondents. Primary data was used in this study in form of questionnaire with Likert scale. SPSS was used to analyze demographic characteristics of the respondents and descriptive analysis. AMOS 22 was adopted for the Structural Equation Modeling of the survey model for verified analysis using regression weight/loading factor. The findings of this study have shown significant relationships among the variables under investigation. Celebrity endorsement was found as moderating variable between corporate credibility and customers loyalty. The results of this study could provide input for travel companies in Aceh to use celebrity endorsement if they wanted to increase customer loyalty of umrah pilgrims.

Factors That Influence Consumer Loyalty of Services Acquired via the Internet in Mexico

2019 ◽  
Vol 17 (4) ◽  
pp. 16-29
Author(s):  
Berenice Juárez-Lóopez ◽  
Grace Aileen Ruiz-Santoyo
Keyword(s):  
Customer Satisfaction ◽  
Emerging Economies ◽  
Customer Loyalty ◽  
Structural Equations ◽  
Quantitative Methodology ◽  
Consumer Loyalty ◽  
Positive Effects ◽  
Travel Services ◽  
The Relationship ◽  
Analyze Data

Electronic commerce has grown in recent years, which has allowed online companies to get closer to their customers. The challenge is to satisfy buyers and maintain their loyalty. This article proposes an empirical model that contributes to formulating strategies to increase customer loyalty, based on the study of satisfaction, fulfillment, and privacy. This study presents a quantitative methodology, with a causal scope and cross section. A model of structural equations was applied to analyze data from a sample of 384 online buyers of electronic travel services in the Mexican context. The results indicate that privacy and fulfillment have positive effects on customer satisfaction; however, they do not have a significant effect on loyalty. Finally, customer loyalty is positively affected by customer satisfaction. These factors have been studied in various contexts, and the relationship between them has been positive and significant. Lastly, from these findings, specific strategies are considered for the improvement of online companies in other emerging economies.

scholarly journals Service Quality, Customer Satisfaction, and Company Image towards Customer Loyalty At Pt. Gajah Gotra Bali

2020 ◽  
Vol 11 (09) ◽  
Author(s):  
Anak Agung Istri Setiari JMH ◽  
Anak Agung Putu Agung ◽  
I Wayan Sujana ◽  
Nengah Landra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Positive Effect ◽  
High Level ◽  
The Relationship ◽  
Positive Effect

The high level of competition causes several companies experiencing business bankruptcy. In the last 6 years, based on data from several Bali Branch Logistics Associations, it shows a decrease in the number of association members. This study aims to analyze and determine the effect of service quality, customer satisfaction, company image on customer loyalty at PT. Gajah Gotra Bali. The research was conducted on 100 employees through interviews and questionnaires. Data were analyzed using the Smart PLS-SEM version 23.0 program. The results showed that service quality has a significant positive effect on customer satisfaction, company image and customer loyalty. Customer satisfaction has a significant positive effect on customer loyalty. Company image has no effect on customer loyalty. Customer satisfaction is able to mediate the service quality relationship to customer loyalty. Company image is not able to mediate the relationship between service quality and customer loyalty.

scholarly journals RELATIONSHIP MARKETING IN CUSTOMER LOYALTY OF COMMERCIAL GALLERIES IN TIMES OF COVID-19

2021 ◽  
Vol 22 (2) ◽  
pp. 426-435
Author(s):  
Luz Cano ◽  
Djanira Castro ◽  
Wagner Vicente-Ramos
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Empirical Investigation ◽  
Coefficient Of Determination ◽  
P Values ◽  
Statistical Verification ◽  
Survey Results ◽  
High Level ◽  
The Relationship

The main objective of the study is to determine the level of dependence between relationship marketing and the level of customer loyalty to the brand. The study was conducted through a quantitative approach using the CAWI method. Relationships were determined by several factors. The loyalty factors are: Differentiation, Personalization, Satisfaction, Loyalty, usually. The relationship marketing indicators are: Trust, Commitment, Customer Satisfaction, Intention to renew the relationship. The survey results were processed using statistical methods. In particular, internal consistency checks performed on the questionnaire with questions to use Cronbach’s alpha. The use of such criteria allows to draw conclusions about the high level of consistency. The coefficient of determination was used for statistical verification of dependence. The results of the calculations confirmed a high level of dependence. Dependence was also confirmed by calculating p-values with a high level of probability. Conclusions were drawn according to the results of the empirical investigation.

scholarly journals Factors Influencing Customer Loyalty towards McDonald’s Restaurant in Kuala Terengganu

2021 ◽  
Vol 12 (1S) ◽  
pp. 1-13
Author(s):  
Nur Rashidah Ismail ◽  
Nalini Arumugam
Keyword(s):  
Food Quality ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Demographic Variable ◽  
Descriptive Analysis ◽  
Demographic Variables ◽  
Social Media Platforms ◽  
Customer's Loyalty ◽  
Relationship Of ◽  
The Relationship

Customer loyalty has become an important role in ensuring successful businesses in this highly competitive market. Thus, there is a need for McDonald’s management to creating loyal customers in order to maintain their sustainability in the market. The purpose of this study is to measure the relationship of the demographic variable with customer loyalty and also to measure the significant relationship of food quality, physical environment, price and value, and also convenience with customer loyalty in McDonald’s restaurant in Kuala Terengganu. Convenience sampling was used to distribute the questionnaire from 120 respondents through social media platforms via WhatsApp and Facebook. The data then were analysed by using Statistical Package of Social Science version 23 to carry out the test from descriptive analysis, cross-tabulation, and multiple linear regression. This study reveals that age, ethnics, education, and income have a significant relationship with customer loyalty on behalf of demographic variables. Meanwhile, on behalf of independent variables, convenience and food quality has a positive relationship with customer loyalty. So, we can say that food quality and convenience factors have the highest influence on customer’s loyalty. Thus, McDonald’s restaurant should find the strategies on how to improve themselves in that factor such as provide a big size of chicken or a convenience drive thru. It is pretty sure can make customers more comfortable to revisit the restaurants.

scholarly journals Pengaruh Nilai Pelanggan, Kepuasan Pelanggan dan Kepercayaan terhadap Loyalitas Pelanggan pada Kedai Kopi Online di Kota Medan

2019 ◽  
Vol 2 (2) ◽  
pp. 220-235
Author(s):  
Stevani Korentia Sebayang ◽  
Syafrizal Helmi Situmorang
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Value ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Perceived Value ◽  
Multiple Linear Regression Analysis ◽  
Coffee Shop ◽  
The City ◽  
Coffee Shops

The purpose of this study was to determine the influence of perceived value, customer satisfaction, and trust on online coffee shop customer loyalty in medan city. The population in this study are customer of online coffee shops in the city of Medan. The sample in this study were 150 online coffee shop customer in city of Medan who had bought online coffee priducts at least 2 times. The method of analysis used in this research is descriptive analysis method and multiple linear regression analysis processed with SPSS for windows software. Based on the F test (simultaneously) it shows that customer value, customer satisfaction and trust together or simultaneously have a significant effect on customer loyalty. The results of t-test (partial), the variable customer value has a positive and significant effect on customer loyalty, the customer satisfaction variable has a positive and significant effect on customer loyalty, and trust has a positive and significant effect on customer loyalty. Based on the large value of Adjusted Rsquare, it can be seen that the variable customer value, customer satisfaction and trust have a simultaneous effect on customer loyalty by 0.462 or 46.2% while the remaining 53.8% are other factors outside the variables studied. Keywords : Perceived Value, Customer Satisfaction, Trust dan Customer Loyalty

scholarly journals EFFECTS OF SERVICE QUALITY, SATISFACTION, AND PERCEIVED LOYALTY IN TECHNOLOGY USE OF GENERATION Z CONSUMERS DURING THE COVID-19 SITUATION

2021 ◽  
Vol 56 (4) ◽  
pp. 300-310
Author(s):  
Ampol Chayomchai
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Technology Use ◽  
Structural Equation ◽  
Success Factors ◽  
Descriptive Analysis ◽  
Perceived Trust ◽  
Generation Z ◽  
High Level

Studying people’s behavior during COVID-19 is new and important for business planning. This research aimed to study the influencing relationship of four variables: service quality, customer satisfaction, perceived trust, and customer loyalty. This study focuses on Generation Z’s behavior in using technology during the coronavirus situation. Therefore, the research population is Generation Z in Thailand who were surveyed by sending questionnaires through various online media to collect data. The sample comprised 380 participants who were statistically analyzed by descriptive analysis and PLS structural equation analysis. The results showed that (1) the participants’ opinions on all four variables, included service quality, customer satisfaction, customer trust, and loyalty, were at a high level, (2) the service quality significantly influenced customer satisfaction, (3) the service quality significantly affected perceived trust, (4) the customer satisfaction significantly influenced customer loyalty, and (5) the perceived trust significantly affected customer loyalty. Research suggests that management and strategic planning in service businesses for Generation Z customers should focus on the four key success factors, including service quality, customer satisfaction, perceived trust, and customer loyalty. Planning through the business service quality has a positive effect on customer satisfaction and trust. It ultimately leads to customer loyalty in Generation Z, which is critical to the success and the continued growth of the service business.

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

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