I won't touch money because it is dirty: examining customer's loyalty toward M-payment

PurposeSeveral industries including banking are booming because of COVID-19. However, it is still unknown whether this growth is momentary or permanent in nature. Hence, this study aims to identify the role of health-related concerns and trust as stimuli on M-payment loyalty.Design/methodology/approachData were collected through Google Forms from 431 participants. Subjects were M-payment users. The hypothesized model was tested using structural equational modeling.FindingsResults of the study indicate that perceived severity and trust act as stimuli for M-payment loyalty. Further, trust not only influences loyalty directly but also through intimacy. Additionally, no linear relationship was found between perceived usefulness and M-payment loyalty.Originality/valueThis work is an early attempt to consider health-related concerns and trust as stimuli to predict M-payment loyalty. Further, this study focused on three new constructs, namely perceived severity, perceived susceptibility and intimacy, that are underexplored in digital banking literature.

What’s behind a scratch card? Designing a mobile application using gamification to study customer loyalty: An experimental approach

The use of game design elements (often called gamification) by firms to engage the customers has attracted attention in recent times. These game elements contribute to shaping up customer’s motivation and loyalty. Gamification is explored from the lens of both empirical as well as an experimental methodological standpoint. There still lacks substantial evidence that explains how and which types of rewards help to understand the customer's motivation. The study addresses this gap by designing an experimental study of 2x2 to address how gamified mobile apps used for making payments can help capture customer’s loyalty by offering them rewards. Data is collected from 385 customers who have been using mobile apps to make payments in the past. The data were tested to check if gamification positively helps the user hedonic and utilitarian motivation, which then positively impacts their loyalty. The study is also moderated by type of rewards (direct cash rewards v/s indirect third party partnered rewards) on the relationship of gamification and customer loyalty mediated through motivation. The results confirm that mobile payment apps' cash rewards are more useful, especially when the degree of uncertainty in the game element is high (scratch card). Additionally, they contribute to a higher degree of utilitarian benefits to the customers. The results contribute to the extension of the self-determination theory and stimulus organism response framework as well.

THE STRATEGY FOR IMPROVING THE CUSTOMERS LOYALTY OF KAI AGRO PARAHYANGAN

Purpose: This study aims to find out about the influence of price fairness and service quality toward customers’ satisfaction and loyalty, along with its indirect relationship on customers’ loyalty. This study focuses on the customers of Indonesian Railways Company/KAI especially the passenger of Argo Parahyangan with Jakarta – Bandung route through Gambir Station. Methodology: This study used a descriptive qualitative methodology, applying Square Equation Model (SEM) in analyzing the data. The sample is taken from 254 customers who use KAI Agro Parahyangan. Result: The results showed that full mediation on price fairness variable has no significant influence toward the customers’ satisfaction. Meanwhile, for the variable of service quality has significant and positive influence on customers’ satisfaction. But, both price fairness and service quality are having significant relationship toward customer’s loyalty. Conclusion: Therefore, in conclusion, customer’s loyalty is influenced by the customer’s satisfaction.

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

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.

The study on the store image of hypermarkets

The purpose of this paper is to examine the important structures of store image and how to improve a hypermarket’s store image to affect customer's willingness to return. This study found that the greater shopping convenience, a complete range of products, good service and regular activities, the greater customer’s loyalty. The store atmosphere has no significant impact on enhancing customer loyalty. Many store customers do not pay much attention to the quality of physical and software equipment in the store, but more attention to convenience, commodity integrity, good service, and regular activities. Whether a hypermarket can provide good service is a key niche for showing its competitiveness among its competitors. The results show that the more convenient the shopping convenience, the better the service and the more regular activities a store provides, the less likely a customer will switch to other stores for shopping.

Innovation through the prism of companies using direct marketing. An empirical example from Bulgaria

The current article presents empirical results on the frequency and type of innovations applied by companies in Bulgaria that are using direct marketing. The research is provoked by the dynamic and changing nature of direct marketing. As one of the main characteristics of direct marketing is the absence of intermediaries, the companies should constantly develop their knowledge and competences so they can improve their contact and communication with their customers in order to apply correctly and profitably the three approached associated with direct marketing. They are: the personalization in dealing with customers, the establishment of long-term relationships and the generation of customer’s loyalty, and they happen through different media. An appropriate application of these approaches requires collection, record and analysis of information which is being more and more executed as an automated process. The different and new types of media, in turn, require methods and understanding that further develop or eliminate existing practices, beliefs, and technologies. In this context, a theoretical analysis of innovations is being first conducted. After having a structured division of innovations by their types a brief questionnaire is being developed. As a result, the report summarizes the intersections of the theory with the established practice in 97 companies in Bulgaria.

Identifying How Customer’s Loyalty and Retention Influences Relationship Marketing in A Hotel Industry

In today's diverse global market place, relationship marketing has been recognised as an excellent way to develop an exclusive long-term relationship with their clients. Many organizations, on the other hand, struggle to systematically measure and monitor customer retention and the factors that influence it. Personal connection and service quality are becoming increasingly important to a growing number of businesses. The aim of this research is to emphasize the significance of personal connection and service quality in the service industry. This research was conducted using a questionnaire that was distributed to 200 hotel guests in urban areas such as Georgetown and Penang. It can be concluded that customer loyalty and customer retention play an important role in relationship marketing. As a result, the higher the degree of personal connection and service quality, the more likely it is that a customer will return to the hotel and recommend it to others.

Developing dimensions to Measure the Quality of Construction Project Management Service

In construction industry today, the consultancy companies need to improve service quality- an important part of consultancy service in order to enhance the customer’s loyalty, boosting the business for future projects and word of mouth reputation. The question is whether the dimensions applied to measure the quality of the generic services can be applied to the professional services such as the construction project management service? If yes, how to do so? This research is based on the literature review, especially Parasuraman et al (1985, 1988), Hoxley (2004), Murugavarothayan et al (2000) and Ong (2007); and the qualitative method to suggest possible set of dimensions to measure the service quality of the construction project management.

PENGARUH BAURAN PEMASARAN DALAM BISNIS INDUSTRI BATIK TERHADAP KEPUASAN DAN LOYALITAS KONSUMEN PADA PT. BANGSAWAN INDONESIA TEKSTIL GRESIK

This study aims to knowing the influence of marketing mix in Bali convection business on cunsomer satisfaction and loyalty in PT. Bangsawan Indonesia Tekstil. This study is explanatory research. Population is all all employees CSR of PT. Petro Kimia Gresik who ordered work uniforms in outlet PT. Bangsawan Tekstil Indonesia. The sampling method for this study was doing with accidental sampling technique and it got 125 respondents. Data analysis method is Structural Equation Modelling (SEM). The results of research are marketing mix which included product, price, place, and promotion have affected significantly towards customer's satisfaction. It indicated that selling product same as customer's needs and wants, the giving price is reached by consumers, location of buying product is strategic, and promotion same as consumer's hope. Marketing mix which included product, price, place, and promotion have not affected significantly towards customer's loyalty. It indicated that the selling product, the giving price, strategic location, and completed promotion could not change consumer to become loyalty at PT. Bangsawan Tekstil Indonesia. Customer's satisfaction have affected significantly towards customer's loyalty. It indicated that loyal customer is always feels satisfy with anything they received.