DETERMINANTS OF CUSTOMER LOYALTY OF SELECTED BREWED PRODUCTS IN ABUJA METROPOLIS

2021 ◽  
Vol 2 (1) ◽  
pp. 1-14
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Survey Design ◽  
Corporate Image ◽  
Descriptive Statistics ◽  
Bivariate Correlation ◽  
Product Value ◽  
The Impact ◽  
Structured Questionnaire

The main purpose of the study was to investigate the impact of customer satisfaction, perceived value, trust, and corporate image on customer loyalty of brewed products in Nigeria. The research adopted a survey design. The research instrument adopted for this study was the researchers’ self-structured questionnaire. Four hundred copies of the questionnaire were administered to the respondents drawn from the various joints and parks where brewed products are sold and consumed in Abuja Metropolis. The data was analyzed using descriptive statistics, bivariate correlation, and linear regression. The study found that customer satisfaction has a positive and significant effect on customer loyalty, perceived product value has a positive and significant effect on customer loyalty to brewed products in Abuja, corporate image has a positive and significant effect on customer loyalty of selected brewed products in Abuja, while trust in the brewed products on customer loyalty was found to be negative and insignificant, showing that it is a negative and insignificant determinant of the brewed products. The study recommends that to optimize customer loyalty, customer satisfaction, perceived product value, corporate image should be the major issues of interest to the brewery products companies in Abuja Metropolis. Strategies on these variables should be maintained since they were found to be positive and significant. However since trust was found to be negative, it should be improved to the point it can become positive to customer loyalty of the sampled firms in Abuja Metropolis.

scholarly journals Customer Loyalty in FMCG Sector of Pakistan

2012 ◽  
Vol 4 (1) ◽  
pp. 41-48
Author(s):  
Khansa Zaman ◽  
Asma Arshad . ◽  
Aqeel Shahzad .
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Sample Size ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Corporate Reputation ◽  
Empirical Relationship ◽  
Corporate Image ◽  
Relationship Of ◽  
The Impact

The purpose of this study is to find an empirical relationship of proposed variables and to find the impact of customer satisfaction, trust, and corporate reputation on customer loyalty. This study attempts to contribute to the knowledge how FMCG companies of Pakistan can retain their customers by making them loyal through satisfaction, trust, and corporate reputation. A theoretical framework is proposed to suggest links among variables. The sample size selected for research constitutes 200 respondents, and these respondents belong to the cities of Rawalpindi and Islamabad, Pakistan. Multiple regression and correlation coefficient was used to examine hypothesized relationship. Regression analysis reveals that customer satisfaction, trust, and corporate reputation bring 79.0% change in customer loyalty. There is a strong positive yet significant relationship of trust and customer loyalty. Customer satisfaction & corporate image also posit a positive and significant impact on customer loyalty. The results indicate that FMCG companies in Pakistan should pay more attention toward the reputation of their company, satisfaction of their customers, and trust in order to build loyalty of customers. Generalizability and time constraint are the limitations of the study.

scholarly journals Study of Antecedent of Customer Satisfaction and Loyalty for Kompas Klasika Jateng & DIY

2017 ◽  
Vol 16 (1) ◽  
pp. 43
Author(s):  
Maria Moniqua Ratna ◽  
Harry Soesanto ◽  
I Made Sukresna
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Corporate Image ◽  
Software Analysis ◽  
Analysis Technique ◽  
Core Service ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

The purpose of this research is to investigate the effect of core service quality, peripheral service quality, and corporate image on customer satisfaction and loyalty of advertiser of Kompas Klasika Jateng&DIY.  Data were collected from 200 clients (advertisers) of Kompas Klasika Jateng&DIY using purposive sampling method, and the data processed using the AMOS software analysis technique Structural Equation Modelling (SEM) version 23.0.  The research reveals there is a positive and significant correlation between peripheral service quality to the customer satisfaction (CR = 4,115) and to the customer loyalty (CR= 2,614); corporate image to the customer satisfaction (CR= 4,976) and to the customer loyalty (CR= 2,580). While, the correlation of the core service quality to the customer satisfaction and loyalty is have no significant impact (each shows that CR= 1,387 and CR= -0,412), so does the impact of customer satisfaction to the customer loyalty (CR= 0,997). Keyword: Core Service Quality, Peripheral Service Quality, Corporate Image, Customer Satisfaction, Customer Loyalty

scholarly journals Effect of Service Quality and Company Image on Customer Loyalty with Satisfaction Customers as Intervening Variables (Case Study of Brilink Agent PT Bank Rakyat Indonesia (Persero) TBK. Medan Region Office)

2021 ◽  
Vol 8 (8) ◽  
pp. 196-202
Author(s):  
Apri Hendrawan ◽  
Amrin Fauzi ◽  
Beby Karina Fawzeea
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Financial Services ◽  
Financial Management ◽  
National Development ◽  
Corporate Image ◽  
Basic Knowledge ◽  
The Public ◽  
The Impact

Bank is a business entity that collects funds from the public such as deposits and it will be distributed to the public in the form of credit and / or other forms in order to improve people's lives. The objective of Indonesian banking is to support the implementation of national development in the context of increasing equity, economic growth and national stability towards improving people's welfare. From this objective, banks in Indonesia must carry out their duties and functions properly and be based on the principles of economic democracy. The Brilink agent is one of BRI's breakthroughs to educate people in knowing basic knowledge about financial management by use banking’s products and services. BRI provides financial services through Brilinkagentat remote villages. BRILink agent give service not only provides operational efficiency benefits, but also provides convenience for BRI’s customers and non customers when they making transaction with BRI. Phenomena that often occur in BRI Bank customers against Brilink Agents, both directly and indirectly, such as the quality of service provided to customers that are not up to standard so that it can lead to the customer's decision to return to transactions at Brilink Agents and the impact of these problems will decrease the number of transactions and decreased fee-based income for Brilink agents. The purpose of this study was analyzed the effect of service quality and corporate image on customer loyalty through satisfaction as an intervening variable at the Brilink agent of PT Bank Rakyat Indonesia (Persero) Tbk Medan regional office. The population of this research is customers in the micro segment. Sample criteria are customers who have transaction at Brilink agents, a total sample are 400 respondents. The sampling method used Purposive Sampling. Data analysis was carried out through PLS-SEM using the SmartPLS 3.0 program. The results showed that directly service quality and company image had a positive and significant effect on customer loyalty through customer satisfaction. Keywords: Service Quality, Company Image, Customer Satisfaction, Customer Loyalty.

scholarly journals Corporate Social Responsibility and Customer Loyalty: Exploring the Role of Satisfaction and Corporate Image in the Banking Industry

Market Forces ◽  
2021 ◽  
Vol 16 (1) ◽  
pp. 18
Author(s):  
Munawar Javed Ahmad ◽  
Ali Jawaid ◽  
Muhammad Zulqalnain Arshad ◽  
Sumaira Habib Paracha
Keyword(s):  
Corporate Social Responsibility ◽  
Customer Satisfaction ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Target Population ◽  
Corporate Image ◽  
Mediating Effect ◽  
Corporate Social ◽  
The Impact

This study aims to determine the impact of corporate social responsibility on customerloyalty and satisfaction with the mediating effect of customer satisfaction and the moderatingeffect of corporate image in Pakistan’s banking sector. The study collected 302 responsesfrom the target population. We used a self-administered questionnaire for collecting thedata of banking customers in Pakistan by employing the convenience sampling technique.The study has used the PLS-SEM technique for statistical analysis. The results reveal thatcorporate social responsibility positively influences customer satisfaction. The results alsosuggest that CSR positively affects customer satisfaction. At the same time, CSR has aninsignificant association with customer loyalty. We also found that CS stimulates customerloyalty, and corporate image promotes CL. The results suggest that customer satisfactionmediates CSR and CL. We also found that corporate image does not moderate customerloyalty. Given the importance of CSR, we suggest that banks should allocate considerableresources for CSR activities. CSR is necessary for firms’ growth and sustainability. It also,directly and indirectly, affects the brand image, loyalty, and customer satisfaction. Due to strict regulations, banks have difficulty creating product differentiation; therefore, they relyon strategies such as CSR.

The effect of service quality and customer satisfaction on customer loyalty

2019 ◽  
Vol 38 (2) ◽  
pp. 384-405 ◽  
Author(s):  
Pınar Özkan ◽  
Seda Süer ◽  
İstem Köymen Keser ◽  
İpek Deveci Kocakoç
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Corporate Reputation ◽  
Banking Industry ◽  
Perceived Value ◽  
Corporate Image ◽  
Mediation Effects ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to investigate the impact of customer satisfaction, service quality, the perceived value of services, corporate image and corporate reputation on customer loyalty and their relationship in the Turkish banking industry. Mediation effects of the perceived value and corporate image and reputation are also studied. Understanding the relationships between the determinants of customer loyalty toward the bank helps management to use corporate image and reputation more effectively in its strategy, thus enhancing the institution’s position in the minds of consumers. Design/methodology/approach A model is proposed to explore the relationships of service quality and customer satisfaction with a perceived value and their effect on transforming the corporate image and corporate reputation into the form of customer loyalty toward the bank. A survey is designed within this framework and SEM analysis is conducted in order to study the nature of relationships between variables of interest hypothesized to affect customer behavior and customer loyalty. Mediation tests for perceived value and corporate image and reputation are also conducted. Findings The findings of the survey indicate that corporate image and corporate reputation can be used as a common marketing benchmark to measure a bank’s performance. The results demonstrated that customers perceive quality and satisfaction effects loyalty through perceived value, image and reputation. Research limitations/implications The study was conducted in Izmir, the third biggest city of Turkey. The sample is composed of regular customers, and the sample size is enough for the study but more studies are needed to generalize the results. Practical implications The results provide information to bank managers to effectively assist them to offer appropriate customer service levels sustaining satisfaction, quality and value to the customers within the transactions. Originality/value The paper studies the determinants of customer loyalty in the Turkish banking industry and considers the effects of corporate image and corporate reputation as measured by customer satisfaction, service quality and perceived value, on customer loyalty toward banks in Turkey. This model is not studied in bank marketing in Turkey and also in the banking literature.

scholarly journals PENGARUH KEWAJARAN HARGA, CITRA PERUSAHAAN TERHADAP KEPUASAN DAN LOYALITAS PENGGUNA PENERBANGAN DOMESTIK GIA DI DENPASAR

2017 ◽  
Vol 15 (3) ◽  
pp. 370
Author(s):  
I Ketut Rahyuda ◽  
Ni Putu Cempaka Dharmadewi Atmaja
Keyword(s):  
Customer Satisfaction ◽  
Market Share ◽  
Customer Loyalty ◽  
Airline Industry ◽  
Structural Equation ◽  
Sampling Technique ◽  
Research Problem ◽  
Corporate Image ◽  
Price Fairness ◽  
The Impact

Competition of airline industry in Indonesia is not only due to globalization, but more because customers are increasingly savvy, price conscious and demanding. Garuda Indonesia as the first airline in Indonesia felt the impact of competitive domestic flight services in Indonesia. Currently the market share of Garuda Indonesia for domestic flights in Indonesia get second rank after the Lion Air who earned a market share of 30 percent. Decline in market share caused by the decline in customer satisfaction on Garuda Indonesia that caused by poor corporate image and price unfairness. Of course this is a lesson for Garuda Indonesia to increase customer satisfaction and loyalty through price fairness and corporate image. This study aims to determine the effect of price fairness and corporate image on customer satisfaction and customer loyalty of Garuda Indonesia's customer in Denpasar (Studies on Garuda Indonesia domestic flight services' customers in Denpasar). The population of this study was all Garuda Indonesia domestic flight passengers, while the sample in this study was 140 respondents using purposive sampling technique for sample determination. To answer the research problem and research hypothesis testing the analytical techniques used Structural Equation Modelling (SEM) using AMOS aid 16. The results showed that 1) the price fairness does not affect customer satisfaction, 2) Corporate image affects customer satisfaction, 3) customer satisfaction affects loyalty, 4) the prices fairness has no effect on customer loyalty, 5) corporate image does not affect  on customer loyalty and 6) overall, customer satisfaction is the only construct that can affect customer loyalty

scholarly journals Service Quality and the Mediating Effect of Corporate Image on the Relationship between Customer Satisfaction and Customer Loyalty in the Malaysian Hotel Industry

2014 ◽  
Vol 15 (2) ◽  
pp. 99 ◽  
Author(s):  
Boon-Liat Cheng
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Hotel Industry ◽  
Corporate Image ◽  
Mediating Effect ◽  
Systematic Sampling ◽  
Service Improvement ◽  
The Impact ◽  
The Relationship

Service quality is vital to the success of  any service organization. The rapid growth of the Malaysian hotel industry in the 2000’s forced hotel operators to seriously recognize the importance of service improvement in order to gain competitive advantage. This study aims to examine the impact of service quality on customer satisfaction, and how customer satisfaction subsequently affects customer loyalty in the hotel industry in Malaysia. This study also investigates the mediating effect of corporate image  on the  relationship between customer satisfaction and customer loyalty.  A systematic  sampling approach was adopted  to collect data through self-administered questionnaires from 500 hotel guests. Preliminary data analysis, descriptive analysis, reliability test and regression analysis were adopted to ana-lyze  the  reliability  of  items and the  hypothesized  relationships  in the  proposed  research model.  The findings revealed that perception of service quality is significantly related to customer satisfaction, which in turn generates positive customer loyalty in the hotel industry. Besides, corporate image is found to be a partial mediator in the relationship between customer satisfaction and customer loyalty. Overall, the find-ings of this study would help hotel operators to formulate and implement effective marketing manage-ment strategies to cope with the keen competition in the hotel service industry.    

PENGARUH KUALITAS PELAYANAN, KEPUASAN NASABAH DAN CITRA PERUSAHAAN TERHADAP LOYALITAS NASABAH PT. BANK CENTRAL ASIA TBK KANTOR CABANG PONDOK GEDE PLAZA

2019 ◽  
Vol 7 (1) ◽  
Author(s):  
Iwan Kurniawan Subagja ◽  
Putri Herlanies Susanto
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Good Relationship ◽  
Image Variables ◽  
Variable Quality

<p><em>This study aims to invest</em><em>i</em><em>gate whether there is an influence of service quality on customer loyalty, determine whether there is an influence of customer satisfaction on customer loyalty, find out if there is partial effect between corporate image on customer loyalty and determine whether there are influence service quality, customer satisfaction and corporate image of the customer loyalty. </em><em>S</em><em>tudy sample in this research </em><em>is 60 a sample and the technical sampling</em><em> using</em><em> </em><em>incidental sampling. Analysis of data using multiple linear regression.</em><em></em></p><em>The analysis showed that the effect of service quality on customer loyalty and has a significant relationship, customer satisfaction variables found to influence positive but not significant and the Corporate's image variables showed no effect on customer loyalty. Variable quality of service, customer satisfaction, and corporate image have influence and have a significant level of good relationship on customer loyalty.</em>

scholarly journals Citra Perusahaan Traveloka Terhadap Kepuasan dan Loyalitas Pelanggan

2020 ◽  
Vol 3 (1) ◽  
pp. 75-84
Author(s):  
Nada Nabigha Adria ◽  
Niken Febrina Ernungtyas
Keyword(s):  
Customer Satisfaction ◽  
Data Processing ◽  
Customer Loyalty ◽  
Quantitative Method ◽  
Corporate Image ◽  
Image Model ◽  
Travel Agents ◽  
Indirect Relationship ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

This article discusses the impact of company image, customer satisfaction on customer loyalty in travel agents. A corporate image model, customer satisfaction. customer loyalty is developed and tested. Direct and indirect relationship between three variables. The key implication for travel agents is to build strong emotional ties with customers and enhance the company's image through trust and service delivery. Therefore, understanding is very important to examine, this research aims to understand how the company's image potential in increasing customer satisfaction and loyalty. This study uses a quantitative method by distributing questionnaires to 76 respondents. Data processing is done by ssps. The results of the study show that company image and customer satisfaction can increase customer loyalty.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN CITRA KORPORASI TERHADAP KESETIAAN PELANGGAN MELALUI KEPUASAN PELANGGAN

2014 ◽  
Vol 7 (2) ◽  
pp. 91
Author(s):  
Fransisca Sandra Christina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Peer To Peer ◽  
Corporate Image ◽  
Primary Data ◽  
Outcome Quality ◽  
Interaction Quality ◽  
The Impact

<p>The background of this research is Customer loyalty as a competitive advantage in service<br />industry. The objective of this research is to examine the impact of Service quality, Corporate<br />image on Customer loyalty through Customer satisfaction. The design of this research applies<br />primary data obtained by distributing questionnaires to 200 patients of Womens’s and Children’s<br />Hospital in Jakarta. Data analysis method used in this research is Structural Equation Model<br />(SEM). The result of this research concludes that there is positive impact Interaction quality,<br />Peer-to-peer quality, Corporate image toward Customer satisfaction, and there is positive impact<br />Interaction quality, Peer-to-peer quality, Corporate image, Customer satisfaction toward<br />Customer loyalty. Meanwhile, there is no positive impact Outcome quality towards Customer<br />satisfaction and Customer loyalty.<br />Keywords: Service quality, Outcome quality, Interaction quality, Peer-to-peer quality, Corporate<br />image, Customer satisfaction, Customer loyalty</p>

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