scholarly journals The Impact of Interactivity, Perceived Effectiveness, Trust, and Experiential Marketing on Online Transportation Customer Loyalty

2021 ◽  
Vol 14 (3) ◽  
pp. 324
Author(s):  
Ananda Sabil Hussein ◽  
Raditha Hapsari
Keyword(s):  
Hypothesis Testing ◽  
Least Squares ◽  
Customer Loyalty ◽  
Model Analysis ◽  
Consumer Loyalty ◽  
Perceived Effectiveness ◽  
Experiential Marketing ◽  
Partial Least Squares Analysis ◽  
Inner Model ◽  
The Impact

The purpose of this study is to examine the effect of interactivity, perceived effectiveness, trust, and experiential marketing on online transportation customers' loyalty in Indonesia. This study surveyed 264 online transportation customers. Purposive sampling was used to recruit respondents. Partial Least Squares analysis was used to analyze the data in three steps, including inner model analysis, outer model analysis, and hypothesis testing. The hypothesis testing supported seven of the nine hypotheses proposed. The findings of this study indicate that interaction is a significant predictor of online transportation consumer loyalty. The report also discusses the implications of the results and the direction for further research.

scholarly journals Customer Perception of CSR Activities: A Comparative Study of Finnish and Russian Consumers

2017 ◽  
Vol 7 (2) ◽  
pp. 59-83 ◽  
Author(s):  
Maxim Potepkin ◽  
Olga Firsanova
Keyword(s):  
Corporate Social Responsibility ◽  
Customer Loyalty ◽  
Marketing Research ◽  
Theory And Practice ◽  
Marketing Theory ◽  
Consumer Loyalty ◽  
Customer Perception ◽  
Corporate Social ◽  
The Impact ◽  
Customer Reaction

Abstract This study estimates the impact of corporate social responsibility (CSR) on customer loyalty based on the data collected during marketing research on consumer behavior in Finnish and Russian markets of dietary supplements. Concretely, the author examines the influence of perceived CSR on customer loyalty taking into account trust factor. A key focus of this work is a comparison of Finnish and Russian customer responses as well as investigation the “country” factor in customer CSR perception and its correlation with consumer loyalty and trust. In general, the findings show similarity of customer reaction to CSR initiatives in both countries. At the same time, the study illustrates some differences in Finnish and Russian customer perception and evaluating CSR level. Regarding practical issues, the author relates arguments for implementation CSR activities as a significant factor of forming customer loyalty in the two countries. The article gives implications for marketing theory and practice.

scholarly journals THE IMPACT OF SERVICE QUALITY AND CORPORATE REPUTATION TOWARD LOYALTY IN THE INDONESIAN HOSPITALITY SECTOR

2020 ◽  
Vol 4 (1) ◽  
pp. 1
Author(s):  
Nicholas Wilson
Keyword(s):  
Service Quality ◽  
Least Squares ◽  
Partial Least Squares ◽  
Customer Loyalty ◽  
Corporate Reputation ◽  
Structural Equation ◽  
Positive Impact ◽  
Equation Modeling ◽  
Hospitality Sector ◽  
The Impact

Penelitian ini dilakukan guna mengetahui bagaimana pengaruh service quality dan corporate reputation terhadap loyalty, baik secara langsung ataupun tidak langsung melalui trust. Penelitian ini mengimplementasikan metode survei, dimana, kuesioner digunakan sebagai alat untuk mengumpulkan data yang diperlukan pada penelitian ini. Sebanyak 200 responden berpartisipasi pada penelitian ini, dimana, dari 200 data yang terkumpul, sebanyak 191 data dinyatakan valid, reliable dan dapat digunakan untuk selanjutnya diproses pada penelitian ini. Data selanutnya dianalisa dengan metode partial least squares-structural equation modelling (PLS-SEM). Berdasarkan hasil analisis data yang diperoleh, peneliti dapat menyimpulkan bahwa service quality dan corporate reputation berpengaruh positif terhadap loyalty, baik secara langsung ataupun tidak langsung melalui trust pada industri Perhotelan di Indonesia. This research was conducted in order to determine the impact of service quality and corporate reputation toward customer loyalty, both directly and indirectly through trust in the Indonesian hospitality sector. This research implements ssurvey method, in which quaestionnaires were utilized as the tools to collect all of the data required for the completion of this study. A total od 200 respondents participate in this study, in which, out of 200, 191 data had been deemed valid, reliable and usable to be further processed in this research. All of the data then were analyzed using partial least squares-structural equation modeling (PLS-SEM) method. Based on the results of the data analysis, author would like to conclude that both service quality and corporate reputation had a positive impact on customer loyalty, both directly and indirectly through trust in the Indonesian hospitality sector.

scholarly journals Strategi Experiential Marketing dan Loyalitas Merek

The Winners ◽  
2008 ◽  
Vol 9 (2) ◽  
pp. 191
Author(s):  
Dian Tauriana ◽  
Rendy Manlin
Keyword(s):  
Customer Loyalty ◽  
Brand Loyalty ◽  
Secondary Data ◽  
Consumer Experience ◽  
Validity And Reliability ◽  
Experiential Marketing ◽  
Marketing Relationship ◽  
Unique Experience ◽  
The Impact ◽  
The Relationship

Consumer experience born from the consumption of a product or service gives a distinct impression in the minds of consumers. This impression creates brand loyalty, provided that the appropriate marketing program is designed to provide a unique experience. Article explores a study that uses primary and secondary data at Bengawan Solo Coffee to see the impact of marketing programs based on experience upon customer loyalty towards the Bengawan Solo Coffee brand. Data were collected by direct interviews of selected respondents through purposive sampling. Furthermore, those data were analyzed using several statistical methods, such as normality tests, the validity and reliability, the classic assumption test, Pearson product moment, and multiple regression. The results shows that there are significant correlation between  marketing based on experience (feel, act, and relate) towards brand loyalty. The relationship between experiential marketing (feel and relate) towards brand loyalty is low, while the experiential marketing relationship (act) is quite strong.

PENGALAMAN PEMASARAN DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN DAN KEPERCAYAAN SEBAGAI VARIABEL MEDIASI

2020 ◽  
Vol 23 (2) ◽  
pp. 20
Author(s):  
Kevin Benitto Hartono ◽  
Lina Salim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Goodness Of Fit ◽  
Positive Impact ◽  
Shopping Malls ◽  
Goodness Of Fit Test ◽  
Experiential Marketing ◽  
Marketing Service ◽  
The Impact

Nowadays, shopping malls growth are extremely high in Jakarta area. One of the shopping malls that has existed for a long time and still thrives in Jakarta is Mal Kelapa Gading (MKG). The objective of this research is to examine the impact of experiential marketing and service quality toward MKG’s customer loyalty with customer satisfaction and trust as mediation variables. The data was collected by distributing 233 questionnaires to the residents around the area of the mall. As this research model has passed 11 goodness of fit test indicators, this model has been proven consistent to the empirical data. There are 6 hypotheses in this research, 4 of which are proven true. The results of this research indicate that there is a positive impact in experiential marketing and service quality toward customer loyalty with customer satisfaction and trust as mediation variables. On the one hand, customer satisfaction has become the best mediating variable to strengthen the impact of experiential marketing and service quality toward customer loyalty. On the other hand, experiential marketing and service quality do not affect trust. Trust is useful as a mediating variable if there is an influence from customer satisfaction. Keywords: Consumers’ Satisfaction, Customers’ Loyalty, Experiential Marketing, Service Quality, Trust

An Empirical Study of Convenience of Online Services and Purchases

2020 ◽  
Vol 17 (9) ◽  
pp. 4627-4634
Author(s):  
Amgad S. D. Khaled ◽  
Khalid Mohammed Alomari ◽  
Khaled (M,K) Ismail AlshakeTheep ◽  
Abdullah Mohammed Mahdi Ahmed
Keyword(s):  
Empirical Study ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Point Of View ◽  
Primary Data ◽  
Consumer Loyalty ◽  
Purchasing Behavior ◽  
Service Convenience ◽  
Loyalty Intention ◽  
The Impact

The research provides a substantial reference from a retail point of view, considering the significance of service convenience, and it impact on customer loyalty, loyalty intention and customer’s trust with the services. The research provides a substantial reference from a retail point of view, considering the significance of service promotion, to the impact of service comfort on consumer purchasing behavior. It is a primary data research where data was collected through questionnaire and for analysis purpose AMOS and SPSS softwares have been used. A convenient sampling method was applied to select the convenience goods customers. This was done by randomly selecting respondents. The member’s examples were taken from Aurangabad, Banaras, Aligarh, Delhi and NCR locale. Different tools has been taken in this study. The study found that trust in e-retailing doesn’t affect dependability aim, which is not at all like past investigations. The study conclude that consumer loyalty doesn’t prompt the reliability aim of clients. The current examination has an extraordinary commitment in the arena of the post-buy conduct of the clients in the e-retailing division. The study is useful to e-commerce retailers who provide help in India. It helps to develop the administration and the strategies used to keep customers steady and productive.

An Assessment of the Impact that Service Quality and Customer Satisfaction Possess on Customer Loyalty in Internet Banking

2020 ◽  
Vol 10 (1) ◽  
pp. 58-71
Author(s):  
Tahir Iqbal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Positive Impact ◽  
Internet Banking ◽  
Website Design ◽  
Consumer Loyalty ◽  
Spss Software ◽  
The Impact

The purpose of this study was to explore the effect of service quality (SQ) and customer satisfaction (CS) on consumer loyalty (CL) in internet banking in the case of the KSA. The basis of this study was set upon the e-SERVQUAL model and its dimensions: include efficacy, consistency, privacy, fulfilment, and website design. The study was aimed to recognize the elements influencing service quality (SQ) along with the concept and significance of SQ in online banking in particular. The study was based on the quantitative research design and the participants for this study were the bank customers who are using internet services. The sample size of this study was kept to 150 participants. A close-ended 5 point Likert scale questionnaire was formulated in order to assess the phenomenon of the research. In addition, the SPSS software along with Smart PLS was utilized to examine the data collected from 150 customers of the banks. The SEM and correlation test were applied for assessing the association between SQ and CL along with CS and CL. The findings of this study indicated that there is a significant positive impact of service quality and customer satisfaction on the customer loyalty of internet banking users in KSA. Hence, the banking industry of KSA has been recommended to pay specific heed to all the dimensions of e-SQ and customer satisfaction.

scholarly journals THE IMPACT OF EXPERIENTIAL MARKETING ON WORD OF MOUTH WITH CUSTOMER SATISFACTION AS A INTERVENING VARIABLE

2016 ◽  
Vol 7 (2) ◽  
Author(s):  
Muhammad Muhammad ◽  
Yessy Artanti
Keyword(s):  
Customer Satisfaction ◽  
Hypothesis Testing ◽  
Research Design ◽  
Word Of Mouth ◽  
Travel Agency ◽  
Sampling Techniques ◽  
Experiential Marketing ◽  
Purposive Sampling ◽  
The Impact

<pre><em>PT Maktour got a predicate from the Ministry of Religous Affairs as the best special hajj and umrah  organizer and was ranked as the Top Brand Index category travel agency in 2014. This study was to examine the impact of Experiential marketing on word of mouth (WOM) with customer satisfaction as intervening variable. The research design used hypothesis testing with a purposive sampling techniques. The respondents in this study were 105 respondents. The data were analyzed using AMOS software 20. The result showed Experiential marketing has a significant on customer satisfaction and WOM. </em></pre>

scholarly journals The Effects of Gamification on Restaurant Consumer-Retention

2017 ◽  
Vol 7 (1) ◽  
pp. 58
Author(s):  
Kyra L. Harakal ◽  
Paul Daniel Berger
Keyword(s):  
Customer Loyalty ◽  
Restaurant Industry ◽  
Loyalty Programs ◽  
Consumer Loyalty ◽  
Marketing Concept ◽  
Independent Variables ◽  
Several Variables ◽  
Reward Program ◽  
The Impact ◽  
The Relationship

This paper considers the marketing concept of gamification. This includes most loyalty programs, but, in addition, has tentacles in many other areas of marketing. It is a concept which has been growing rapidly in the marketing field. While a lot has been written about it, there is little quantitative analysis of its impact. In this paper, we perform a statistical analysis using a database of about 1,100 people and several variables, related to the restaurant industry in particular. We consider several hypotheses. One is whether the consumer loyalty engendered by gamification differs by gender. Another is the relationship between customer loyalty engendered by gamification and some restaurant-specific measures, such as frequency of visits to the restaurant, amount of money spent at a restaurant, and the impact of special rewards programs. We also consider which variables are significant in a predictive model with the dependent variable: I would visit a restaurant more often with the presence of as points-based reward program, and several of the earlier-considered variables as independent variables. 

scholarly journals CUSTOMER LOYALTY MANAGEMENT IN THE AIRLINE'S DEVELOPMENT STRATEGY

2021 ◽  
Author(s):  
Yuriy Kolbushkin ◽  
Oleh Cherpak
Keyword(s):  
Consumer Behavior ◽  
Development Strategy ◽  
Customer Loyalty ◽  
Loyalty Programs ◽  
Consumer Loyalty ◽  
Loyalty Program ◽  
Goods And Services ◽  
Advantages And Disadvantages ◽  
Customer Loyalty Programs ◽  
The Impact

This article considers the main approaches to the study of customer loyalty and the reasons that form a certain model of consumer behavior during consumption of goods and services. The place of customer loyalty programs in the company's development strategy and in the system of ensuring its competitive advantages in the market has been established. The importance of consumer loyalty programs as an effective marketing tool for the formation of trusting long-term and mutually beneficial relations of the organization with the consumer is emphasized. The peculiarities of the use of customer loyalty programs by airlines are considered. The "bottlenecks" of customer loyalty programs used by modern airlines have been identified. The key factors influencing the segmentation of the passenger air transportation market are highlighted. The tendencies of growth in the number of airline customer loyalty programs by regions of the world are analyzed. The advantages and disadvantages of the main customer loyalty programs of the world's airlines are systematized. It is established that during the development of a set of measures aimed at increasing consumer loyalty, the airline's management should address the objectives of increasing consumer loyalty, develop a set of measures to increase satisfaction and consumer loyalty, ensure the growth of consumer behavior. In addition, the airline's management should focus on the internal environment and create interest in the airline's staff in the results of the consumer loyalty program, as well as in improving the quality of service and communication with consumers. Effective implementation of measures aimed at increasing consumer loyalty is impossible without regular monitoring of changes in consumer loyalty over a period of time, as well as determining the extent of the impact of measures on consumer loyalty. Having gathered a database of regular customers, the airline gets ample opportunities to analyze the contingent of its customers, evaluate and make operational decisions that will help adjust the customer loyalty program, advertising, and possibly the assortment policy of the airline.

scholarly journals PENGARUH PERCEIVED VALUE AND PERCEIVED QUALITY TERHADAP KEPERCAYAAN KONSUMEN DI RUMAH SAKIT KARTIKA SARI

2012 ◽  
Vol 5 (1) ◽  
pp. 63
Author(s):  
Glory Budi Dharma
Keyword(s):  
Data Analysis ◽  
Hypothesis Testing ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Perceived Quality ◽  
Consumer Loyalty ◽  
Multiple Regressions ◽  
Independent Variables ◽  
Principal Objective ◽  
Quality Value

<p><span><em>The background of this research was consumer loyalty has become one of the principal </em><span><em>lines of research in marketing. Some authors consider that studies oriented towards the </em><span><em>analysis of perceived quality and satisfaction make sense in the framework of the explanation </em><span><em>of purchasing loyalty, because customer loyalty has become the principal objective of firms.</em><br /><span><em>The objective (s) of this research was identifying the effect perceived value and perceived </em><span><em>quality toward consumer’s trust honesty and consumer’s trust benevolence. </em></span></span></span></span></span></span><em>The design of </em><em>this research applies hypothesis testing to examine all hypotheses in this study. The method </em><em>used in this study is multiple regressions between independent variables and dependent </em><em>variable. Data analysis used in this research was collected by distributing questionnaires </em><em>which were distributed on 110 respondents at Kartika Sari Hospital. There were 107 responses </em><em>of which 100 completed and usable for analyzed by multiple regressions. The result of this </em><em>research conclude that the professionalism, perceived quality, value monetary costs, value </em><em>non monetary costs have positive and significant impact on consumer’s trust honesty dan </em><em>consumer’s trust benevolence.</em></p><p><span><span><strong><em>Keywords : </em><em>Sonsumer loyalty, Perceived value, Perceived quality, Satisfaction</em></strong><br /></span></span></p>

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