scholarly journals Perangkap Loyalitas Pelanggan: Sebuah Pemahaman Terhadap Noncomplainers Pada Seting Jasa

2009 ◽  
Vol 2 (1) ◽  
Author(s):  
Titik Desi Harsoyo
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Service Providers ◽  
Strong Relationship ◽  
Future Research ◽  
Service Setting ◽  
Marketing Area ◽  
Loyal Customers ◽  
Customer Satisfaction And Loyalty

It has been agreed by practitioners and academicians in marketing area, that there is a strong relationship between customer satisfaction and loyalty. Customer loyalty is a subsequent of customer satisfaction. It means that satisfied customers are more likely to be loyal, or in other words, the loyal customers are the satisfied ones. Due to the uniqueness of service, it is likely more difficult to predict and analyze customer satisfaction and loyalty. Therefore, this paper aims at reminding us to rethink about this relationship in service setting. Are loyal customers always the satisfied ones? Had not they ever been disappointed, even just once, with the service providers performance? If they had, why do they still intend to repurchase service to the same service providers? Exploring noncomplainers will tell us the story behind the scene of the two mysterious variables. It is hoped that this paper will be able to help service providers to improve their performance in order to build pure loyalty and also to provide further insight for future research.

scholarly journals The Correlation Between Customers Satisfaction And Brand Loyalty Toward IM3

2020 ◽  
Vol 20 (1) ◽  
Author(s):  
Nuraini Ratnaningtyas Amarsa
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Brand Loyalty ◽  
Product Performance ◽  
Turnover Rates ◽  
Service Companies ◽  
Correlational Research ◽  
The Relationship ◽  
Loyal Customers ◽  
Customer Satisfaction And Loyalty

High customer turnover rates and intense competition among cellular service companies make companies compete to get loyal customers, one of which is done by IM3 cellular services. Complaints escalation will make customers dissatisfied. This study discusses customer satisfaction, loyal customers, and the relationship between customers, namely customer satisfaction and loyalty to the IM3 brand. This study uses a non-experimental research design with correlational research methods. The results show that there is a significant relationship to the highest value and customer satisfaction which contributes more than the total brand loyalty score. The aspect of IM3 customer satisfaction most related to brand loyalty is the aspect of price and feature variations. The majority of customers want IM3 product performance to match their expectations. Related, Between customer satisfaction and customer loyalty has a positive relationship. Keywords—Input maximum five words or phrase; in alphabetical; separated by semicolon

Is Customer Satisfaction an Indicator of Customer Loyalty?

2012 ◽  
Vol 02 (07) ◽  
pp. 14-20
Author(s):  
Rahim Ajao Ganiyu ◽  
Ignatius Ikechukwu Uche ◽  
Adeoti Olusola Elizabeth
Keyword(s):  
Customer Satisfaction ◽  
Consumer Research ◽  
Customer Loyalty ◽  
Strong Relationship ◽  
Welfare Economics ◽  
Economic Psychology ◽  
Customer Base ◽  
Business Environments ◽  
Loyal Customer ◽  
Customer Satisfaction And Loyalty

Customer satisfaction and loyalty is a well known and established concept in several areas like marketing, consumer research, economic psychology, welfare-economics, and economics. And has long been a topic of high interest in both academia and practice. The aim of the study was to investigate whether customer satisfaction is an indicator of customer loyalty. The findings of the study supported the contention that strong relationship exist between customer satisfaction and loyalty. However, customer satisfaction alone cannot achieve the objective of creating a loyal customer base. Some researchers also argued, that customer satisfaction and loyalty are not directly correlated, particularly in competitive business environments because there is a big difference between satisfaction, which is a passive customer condition, and loyalty, which is an active or proactive relationship with the organization.

scholarly journals Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers

2018 ◽  
Vol 13 (8) ◽  
pp. 108
Author(s):  
Jamal M. M. Joudeh ◽  
Ala’ O. Dandis
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Positive Influence ◽  
Mediating Effect ◽  
Level Of Service ◽  
Internet Service ◽  
Quality Awareness ◽  
Customer Satisfaction And Loyalty

The current study aimed at examining the influence of service quality (internet service quality) on customer loyalty through the mediating effect of customer satisfaction. Through employing the questionnaire on a convenient sample of (860) consumer from different malls and commercial complexes in Amman – Jordan; the results indicated that internet service quality has a positive influence on customer satisfaction which in its turn can influence the level of customer loyalty. The study also reached to the results that good and well-built service quality may lead to customer satisfaction which in its turn can lead to a better level of customer loyalty. Consumer loyalty includes highlights or attributes that can fulfill the desires or needs of a client, it is a post utilization encounter which contrasts apparent quality and expected quality, in this way a similar conduct between inputs previously and after utilization. The study recommended to enhance the level of service quality awareness is the best approach to customer satisfaction. Aware employees tend to pay more attention to the idea of service quality which can lead to a better customer loyalty.

scholarly journals Investigating Customer Satisfaction of Airline Passengers in Aviation Sector of Pakistan

2018 ◽  
Vol 6 (4) ◽  
Author(s):  
Muhammad Salman Azhar ◽  
Ismail Bin Lebai Othman ◽  
Norzieiriani bt. Ahmad
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Physical Environment ◽  
Airline Industry ◽  
Service Providers ◽  
Future Research ◽  
Cross Sectional ◽  
Marketing Area ◽  
International Airlines ◽  
International Airline

This study aims to measure customer satisfaction by exploring service quality, trust and physical environment as drivers of customer satisfaction in airline industry of Pakistan. The study used a cross-sectional research design. The data collection was done by survey research method through a structured, adopted, modified and self-administered questionnaire. There were 576 questionnaires that were distributed to passengers of three airlines namely; Pakistan International Airline (PIA), Shaheen International Airline (SAI) and Air Blue (ABQ), in five airports of Pakistan. The hypothesis were tested simultaneously on 446 passengers out of 576 questionnaire that were distributed getting a response rate of 71 %. The data was analyzed using SPSS (version 21.0) and PLS-SEM (using Smart PLS version 3.2.8) at the 0.05 critical level. The study findings were in line with previous research and expectation disconfirmation theory (EDT) of customer satisfaction. The findings have shown significant association among variables that were examined in the study. Despite the significant association among trust, physical environment and service quality, this study is an addition in the theoretical knowledge of airline industry of Pakistan. Additionally, the study explores influence of trust, physical environment and service quality and their association to how the passengers perceive the service quality, physical environment and their level of trust on service providers whether the passengers are satisfied or not from the international airlines of Pakistan. Also, this study deliver understandings for future research in service marketing area and help travel agencies to employ the implementation of role of service quality, customer trust and physical environment as main drivers of customer satisfaction.

Website Information Security and Privacy Concerns in 4IR: The Moderating Role of Trust in B2C e-Commerce

10.29007/jlq6 ◽  
2019 ◽  
Author(s):  
Thabang Mofokeng
Keyword(s):  
South Africa ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Success Factors ◽  
Industrial Revolution ◽  
Emerging Market ◽  
Security And Privacy ◽  
Future Research ◽  
Privacy And Security ◽  
Customer Trust

The technology devices introduced in recent years are not only vulnerable to Internet risks but are also unable to elevate the growth of B2C e-commerce. These concerns are particularly relevant today, as the world transitions into the Fourth Industrial Revolution. To date, existing research has largely focused on obstacles to customer loyalty. Studies have tested e-commerce models guided by the establishment of trusting, satisfied and loyal consumers in various international contexts. In South Africa, however, as an emerging market, there has been limited research on the success factors of online shopping.This study examines the influence of security and privacy on trust, seen as a moderator of customer satisfaction, which in turn, has an effect on loyalty towards websites. Based on an exhaustive review of literature, a conceptual model is proposed on the relationships between security and privacy on the one hand, and customer trust, satisfaction and loyalty on the other. A total of 250 structured, self-administered questionnaires was distributed to a purposively selected sample of respondents using face-to-face surveys in Johannesburg, South Africa. A multivariate data analysis technique was used to draw inferences from the data. With an 80.1% response rate, the findings showed that privacy and security do influence customer trust; security strongly influences customer trust and weakly influences satisfaction. In South Africa, customer loyalty towards websites is strongly determined by satisfaction and weakly determined by trust. Trust significantly moderates the effect of customer satisfaction on loyalty. The study implications and limitations are presented and future research directions are suggested.

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

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

scholarly journals Pengaruh Kualitas Produk Terhadap Kepuasan, Reputasi Merek Dan Loyalitas Konsumen Jamu Tolak Angin Pt. Sido Muncul

2011 ◽  
Vol 4 (2) ◽  
Author(s):  
Budi Hermawan
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Chi Square ◽  
Brand Reputation ◽  
Key Factor ◽  
Good Reputation ◽  
Loyal Customers

One of the key factor that PT Sido Muncul concerns about its Jamu Tolak Angin is the customer loyalty. The increase number of loyal customers can be considered as the success of the company’s product amidst the competition. This research is conducted to find out whether the product’s quality influences the customer loyalty through customer satisfaction and brand reputation of the PT Sido Muncul’s Jamu Tolak Angin brand. This research is conducted to retest the model proposed by Fred Selnes (1993), by using the Structural Equation Model (SEM). The sample of this research is 200 persons, collected by judgment sampling. The result of this research shows that customer loyalty is influenced by product quality, customer satisfaction, and brand reputation. Product quality influences customer loyalty through customer satisfaction and brand reputation. The model’s test of this research shows Chi-Square=65.81 (P=0.00026), RMSEA=0.071, GFI=0.94, dan AGFI=0.90. Product quality influences customer loyalty through customer satisfaction and brand reputation by 0.26 and it influences customer loyalty through brand reputation by 0.46. This research shows that good quality product will lead to the increase of customer loyalty and brand reputation of the PT Sido Muncul’s Jamu Tolak Angin brand. Loyal customers are directly influenced by PT Sido Muncul’s Jamu brand, while customer satisfaction doesn’t directly influence customer loyalty. When choosing which jamu product to consume, the customers don’t necessarily choose the product based on the satisfaction of past use but on the brand reputation. Customers think that the jamu brand that has good reputation is suitable for continuous use. This is because customers view jamu as traditional medicine, so the selection should be based on those products who have reliable brand reputation. This result shows that the PT Sido Muncul’s Jamu Tolak Angin brand reputation that has been formed may strengthen the product quality’s influence on creating customer loyalty.

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