This research was conducted to know the effects of product quality on consumer loyalty with customer satisfaction as mediating variable in Ampalu Raya Padang Restaurant. The sample was determined by using simple random sampling with criteria, (a) Respondents live in the city of Padang, (b) Know the restaurant, (c) ever visited the restauran at least two times. This study used a sample size of 150 respondents obtained from the Hair method. This study used quantitative methods and survey methods in collecting data about attitudes, feelings, past behavioral beliefs and planned behaviors that was analyzed by using SEM-PLS 3 software. The results of this study revealed that product quality has no significant effect on consumer loyalty at Ampalu Raya restaurant, product quality has a significant effect on customer satisfaction in Ampalu Raya restaurant, consumer satisfaction has a significant effect on consumer loyalty in Ampalu Raya restaurant, customer satisfaction has a full mediatiom to product quality towards consumer loyalty at Ampalu Raya restauranrt. From R 2 score of customer satisfaction variables can be explained by product quality variables, for the rest 54.7 percent explained by other variables that are not examined, consumer loyalty variables can be explained by product quality variables and customer satisfaction by 56.3 percent, the rest explained by variables other variables not examined.
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Alongside the improvement of distributed computing, an expanding number of endeavours begin to receive cloud benefit, which advances the development of numerous cloud specialist organizations. For cloud specialist organizations, how to design their cloud benefit stages to get the most extreme benefit turns out to be progressively the concentration that they focus on. In this paper, we mull over consumer loyalty to address this issue. Consumer loyalty influences the benefit of cloud specialist organizations in two different ways. On one hand, the cloud arrangement influences the nature of administration which is a vital factor influencing consumer loyalty. Then again, the consumer loyalty influences the demand entry rate of a cloud specialist organization. Be that as it may, few existing works mull over consumer loyalty in taking care of benefit augmentation issue, or the current works considering consumer loyalty don't give an appropriate formalized definition for it. Subsequently, we right off the bat allude to the meaning of consumer loyalty in financial matters and build up a recipe for estimating consumer loyalty in distributed computing. And after that, an examination is given in detail on how the consumer loyalty influences the benefit.
company’s actual performance (Bucak, 2014). Besides being able to influence the level of satisfaction of a person, service quality is also considered at affecting the level of loyalty. The availability of better services provides a competitive effect for companies in formulating strategies to retain loyal customers (Dubey and Srivastava, 2016). The service quality offered by Go-Jek drivers can be measured in ten dimensions, including reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding, and tangibles. Besides the service quality indicated to affect consumer satisfaction and consumer loyalty, price is also one of the primary components that can provide financial benefits to consumers and generally it is the major determinant of the choice of buyers (Dewi, 2013). Price is the most critical part of service providers with consumers who use the services. Pricing policies must consider several factors that are mutually beneficial because price affects the most dominant customer satisfaction (Mar’ati and Tri, 2016). Based on the findings of a study conducted by Novixoxo (2018), price is the essential element considered by consumers in their intention to make repeated purchases. Based on the results of Sudirman et al., (2017), to provide an affordable price that has implications for purchase intention and loyalty, a survey is first conducted to consumers to obtain perceptions about price, so the price that reaches consumers are a competitive price. This finding illustrates that price is a sensitive factor for consumers in repurchasing, which has implications for their loyalty. Meanwhile, other factors that are considered to influence consumer satisfaction and consumer loyalty are consumer trust. A good relationship between
The purpose of this paper is to investigate the effects of consumer service on consumer loyalty in Indian grocery retail format. Based on a theoretical discussion regarding the relationship between product quality, a shopper shopping duration, store atmosphere, and consumer loyalty. An empirical research was conducted to test the proposed relationships. Multiple-item indicators from previous studies were used to measure the constructs. Results from the study provide empirical support, suggesting that consumer service through three dimensions influences retail consumer loyalty. Research results suggest that consumer service in retail establishments can be viewed as a threshold factor in order to maintain satisfied and loyal customers. Additionally, managers should consider that loyalty depends on product quality, shoppers shopping durationand store attributes/ atmosphere. The present study provides useful information on the relationship between consumer service and loyalty in Indian grocery retailing. The findings show that improvement in service quality can enhance customer loyalty. The service quality dimensions that play a significant role in this equation are reliability, empathy, and assurance. The results of this study confirm a significant relationship between the consumer service elements within a retail establishment, the value given to those elements by consumers and loyalty. Given that consumers who consider themselves habitual clients of an establishment value positively the majority of the establishment's aspects and services, it is reasonable to conclude that greater knowledge of an establishment leads to an elevated positive effect on an establishment's service.
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This study aims to determine the effect of Lazada's website quality on customer satisfaction and loyalty in Indonesia. This study has one independent variable, namely website quality, intervening variables, namely customer satisfaction, and the dependent variable namely consumer loyalty. Website quality variables have three main indicators, namely usability, information quality, and service interaction. Data analysis techniques in this study use path analysis. The results of this study indicate that: 1) There is a significant direct effect between the quality of Lazada's website on consumer satisfaction, 2) there is a direct influence between consumer satisfaction on consumer loyalty, 3) there is a direct influence between the quality of the website on consumer loyalty, 4) there is an indirect effect between website quality on consumer loyalty through customer satisfaction.
The study investigates the relationships among shopping motivation, customer satisfaction and customer loyalty. Measures based on the literature on the subject were used in this study. Surveys were constructed to 372 students in classroom settings at Aksaray University in the Turkey. Firstly, the Exploratory Factor Analysis (EFA) was carried out and thus, a five-factor solution was obtained. Then, the result model was tested by the Structural Equation Model (SEM). Results show that experimentation motivation has positive impact on both customer satisfaction and customer loyalty. However, value shopping motivation does not have any impact on them. In addition, gratification motivation does not influence customer loyalty, and idea and role shopping motivations do not have any impact on customer satisfaction.
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Advertising is an effective and important tool to build brand loyalty. e marketer can increase sale by advertising their product on internet website. Heymam et al. (2009) enlightened that online brand group is able to create brand loyalty. The result of the study showed eight factors effect on consumer loyalty that is offering various services, technology and processes, flexibility, building good relationship with consumer, brand identity in continuous advertisement, organization size consumer perception about brand, consumer experience.TV advertisement, brand awareness, brand association, event sponsorship, print advertising, are significantly influence on brand loyalty(rotter, 1975).
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ustomer loyalty is crucial in customer relationship management (Melnyk et al. 2009) and is “the raison d’être of omnipresent loyalty programs” (Melnyk et al. 2009; see also Kivetz and Simonson 2002, 2003; Van Heerde and Bijmolt, 2005; Yuping and Yang, 2009). In order to maximize customers’ loyalty, retailers need to know what factors influence it and their relative importance. For several decades marketing literature has focused on satisfaction, perceived value, quality and image as success factors influencing consumers’ loyalty (Sirgy, 1985; Fornell, 1992; Oliver, 1999; Grewal et al. 2004). However, understanding the influence of gender differences in these success factors would enable managers to allocate resources more efficiently. Even if gender is often perceived as a main predictor of differential outcomes in social psychology literature (Helgesen and Nesset, 2010), it is not yet clear how these differences impact customer loyalty. As highlighted by Melnyk et al. (2009) “this is surprising because if male and female loyalties differ, men and women might require a different selling approach, have different levels of customer value, and respond differently to loyalty programs and other actions aimed at enhancing customer loyalty”.
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conducted to examine changes over time in reading times, consumer loyalty, and consumer trust. All data was analyzed within R (R Core Team, 2013), using the package “nlme” (Pinheiro, Bates, Debroy, Sarkar, & R Core Team, 2017). Multilevel modeling was chosen because it provided increased flexibility within the analysis for a thorough examination of random effects due to individual differences while eliminating the need to uphold sphericity and homogeneity of regression slope assumptions. DJ was included as a covariate (Table 4) and scores were nested within participants to account for individual differences across passages. Then, to examine the changes in reading times across the multiple presentations of PJ, a growth curve analysis was performed. For each analysis model, a baseline model was formed using maximum likelihood estimation to compare each predictor variable’s change in effect from the grand mean. Each predictor variable was added separately to examine its individual impact to the previous model that came before it through likelihood ratios. The models that included each of the hypothesized predictors while still producing significant change from the baseline were chosen for a full interpretation. Additionally, planned contrasts were tested using two separate 4(CBRxPJ) x 2(Time) mixed-design multilevel models. This method allowed for a more simplified contrast interpretation to compare differences in consumer loyalty due to inconsistent expectations after reading one passage and after reading 20 passages. To limit the chance of a Type I error, the critical alpha value (.05) was adjusted using a Bonferroni correction based on the number of tests performed (three), producing a new critical alpha value (0.02).
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endeavors begin to receive cloud benefit, which advances the rise of many cloud specialist organizations. For cloud specialist co-ops, how to arrange their cloud benefit stages to get the greatest benefit turns out to be progressively the center that they focus on. In this paper, we bring consumer loyalty into thought to address this issue. Consumer loyalty influences the benefit of cloud specialist co-ops in two different ways. On one hand, the cloud design influences the nature of administration which is a vital factor influencing consumer loyalty. Then again,
Pricing decision also important in the low cost airline since the price image constructed is lower fare prices. Therefore the variety of pricing decision should be consistent with the overall marketing strategy. This statement could be considered that the variety of pricing decisions should consistent with the promotion program. If the consumer consider that the price is higher than the benefit, then the promotion program will not successful. Furthermore since the product require consumer to pay greater than the benefits received, than the product has a negative value so that the level of consumer loyalty will also decrease, and vice versa (Lupiyoadi & Putra, 2014).
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Every business wants to create loyal consumers to their brand. In this respect, a stability would be reach to protect the existing market share (Yalçın and Ene, 2013). Companies aim to reveal the emotions that can perpetuate the brand by sorting all kinds of contact points where the consumers are interacted in order to create a holistic consumer experience and to strengthen brand loyalty. Each interaction is to communicate with the user, every detail, every aspect of marketing, images, icons, layout, or button that the user is confronted with plays an important role in the connotation and the judgment about the company. Marc Gobe (2010) discussed the emotional economy, at this point, in which the people are more interacted with the brand. Leadership brands do connect best through the heart, and yet they are supported with the mind. Emotional brands do not only support who we really are, but they also permit the physical transformation into what we desire to be (Kathman, 2010). Oliver (1997) described the loyalty as consumers‟ consistent willingness to purchase goods and services without changing their purchasing decisions in spite of external factors (Kwong and Candinegara, 2014). Another definition of consumer loyalty merely defines loyalty as “attitude and behavior” (Rai and Medha, 2013).
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telecommunication industry affects its pace of commercial and domestic activities. Bihar too registered a tremendous growth in the telecom sector during the recent past. In 2013-14, the total number of telephone connections increased by about 10 percent to 603.62 lakh, with the private operators increasing their share to around 96 percent. It may also be seen that the number of landline connections, mostly under BSNL, is coming down sharply over the years. Though the number of mobile connections by both private sector and BSNL is increasing, the growth rate is far higher for the private sector 5 . Patna, the second largest city in eastern India, had a population of 5,838,465 (according to census report, 2011 6 ) and the monthly growth rate of wireless connections is 2.34%, 7 which is the highest in the country. With large number of market share and huge growth potential, telecom sector of Bihar can be considered as one of the best sectors to measure consumer loyalty.
Today, people are concerning about green product rather than conventional product. While enjoying the convenience provided by technology, people should have the right mind-set in keeping and protecting their environment healthy. The “going-green” trend is now extending to the Asian region. Therefore, for this research, the aim to conduct this study is to (1) to identify the level of consumer perception of eco-friendly product, (2) to identify the level of consumer behavior and (3) to study the relationship between consumer perception of eco-friendly product towards consumer behavior. The concept of consumer perception of eco-friendly product including product price, product quality, brand loyalty and also consumer behavior of willingness to pay more and willingness to recycle waste. This research covered at Melaka only. This research will take place at Melaka because of Melaka is a city that applied in green technology. This research is using convenience sampling method which is 400 of people are the randomly targeted respondents in this study. The result of the analysis showed that only price and brand loyalty had significant towards consumer behavior. Recommendation for the future research is to reach greater responses and improve the scope of research in understanding of green product use not only in Melaka but advisable to all consumers including Sabah and Sarawak in Malaysia.
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2.3 Multi Criteria Decision Making (MCDM) MCDM is the Multi-Criteria Decision Making (MCDM) is a decision-making technique based on several existing alternatives or theories that explain the decision-making process by considering many criteria. The implementation of the MCDM method in selecting factors that influence buyer loyalty in Indonesian e-marketplaces must be systematically explored. This method explains several system contributions that involve several MCDM methods . This system has many domain applications. On the other hand, a comprehensive analysis will facilitate the understanding and development of systems that can identify dimensions that differentiate, explain, and categorize recommender multi-criteria systems, based on taxonomy and existing categorization used in the analysis and classification of sample purchasing decisions online.
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The new brands offer innovative features with better quality, but from the perspective of Indian manufacturers, these new entrants are major threats (Sritharan. et al., 2008). One such strategy is building brands. Brands can furnish several benefits to a firm. Kapferer (1992) suggests that brands are the real capital of all businesses and represents a foundation upon which core competency is built. Brand loyalty is said to occur when a customer chooses to purchase one brand from a set of alternatives, consistently over some time (Arunkumar and Meenakshi, 2006). In the traditional sense, brand loyalty refers to repetitive purchase behaviour or to the propensity to purchase a brand again (Baldinger, 1992) or to the result of cognitive activity and decision making (Avinandan and Ghosh, 1996). Ehrenberg et al. (1990) explain that brand superiority leads to high sales, can charge price premiums and the power to resist distribution strength. Brand loyal consumers may be willing to pay more for a brand because they perceive some unique value in the brand that no alternative can provide (Jacoby and Chestnut 1978; Reichheld 1996). The purpose of this research is to examine the influence of involvement on brand loyalty. This study is indented to predict the consumers' reaction towards different levels of the price increase.
1 INTRODUCTION Business organizations in the current time are more focusing on Customer loyalty because of its importance in furthering organization revenues. Commercial and business organizations spends efforts to keep their current customers loyalty, as the costs of retaining loyalty from current customers is less than costs of obtaining new customers (Romadhoni, Hadiwidjojo & Noermijati, 2015). Qualities of product and customer satisfaction are very important factors in affecting the customer loyalty in traditional environment (Kitapci, Taylan, Yaman & Gulmez, 2013). The huge development of information technology and rapidly use of e-marketing requires focusing on factors that affecting customers electronic loyalty. New studies in e- marketing showed that social media services quality has impact on customer’s electronic loyalty, and the customers must feel satisfied with the provided services in order to maintain customer’s loyalty (Lin, Luo, Cai, Ma & Rong, 2016). Social media applications are very diffuse around the world, because of the increased use of these tools, and it has many benefits, allow users to interact with each other, building a social relationships, retweeting/ sending posts, sharing messages widely with short time no trouble. Social media contains a tremendous amount of information about different services/ products which allow organization in building a fake base markets and promote their products and gain competitive advantage easily (Hu, Zhang, Wang, 2019). S. media also builds personal learning environments and enhance learning motivation, participation, and achievement. It also creates a good opportunity for informal learning and integrate it with formal education activities (Deng & Tavares, 2015). S-media has a great development in personal, social and political level, of individual’s lives and it became the virtual world by offering wide space for users and groups on various kinds to express opinions and situations about issues that they are concern freely (Chang, Yeh, Hsing & Wang, 2019). Enabling consumers to interact and exchange information makes social media popular with wide popularity. And imposes Companies to find niche on social media tools by promoting products, find new ways to interact with customers, and building relationships with social media users (Li & Bernoff, 2011). Social media it’s an opportunity to discover information about a specific topic, buying a new product, search for job opportunities, or
In today’s scenario, customer defection for one company is a customer gained for a competitor. Due to intensive competition, insurance companies need more efforts to be done to retain their existing customers, i.e. as much as they do on acquiring them (R. Khouri, H. Boulos, 2013). The insurance industry in India today has become a very dynamic, competitive and complex environment where financial products and services offered by insurance companies have only minor differences, where the industry situation is having a tremendous increase in customer demand and this require greater transformation with intense focus on customer satisfaction and loyalty.
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The study of Shaker, Ismail and Alsadi (2010) describe that relationship is the social process in which people interact with each other. This interaction based on different aspects of life. The interaction may be bases on blood, social pressure, feelings or emotion or due to rational factors. Companies use relationship marketing as a tool for the reason to retain customers for longer time (Lin & Wu 2011). The societal marketing concept and customer relationship marketing is develop for the reason to establish good relations with the consumers (Hauser, Simester & Wernerfelt 1994). According to Kotler and Keller (2009) customer relationship marketing is the process of attracting, building and retaining customers. Good relation play important role in happiness. Consumer happiness is strongly dependent relationship marketing (Cherrier and Munoz (2007).
Customer satisfaction is valuable for developing consumer-brand relationships (Muyammil, Haffey & Riaz, 2010). In addition, earlier findings of Smit, Bronner & Tolboom, (2007) note that the consumer-brand relationship resonates through business performance and it influences consumer-product relationships. Brand equity and strong consumer-brand relationships positively affect the marketing environment in the companies’ favour (Keller, 2009). This is presented through more effective marketing communications, and most importantly, higher profits. Furthermore, Fetscherin and Heinrich (2014) investigated consumer-brand relationships, and described that strong feelings towards a brand, and a strong brand relationship, result in brand love. One year later, after a complex research of literature on this subject, Fetscherin and Heinrich (2015) note that storytelling plays an important role when it comes to brand relationship development. Breivik and Thorbjornsen (2008) suggest that brand relationship quality affects deeper dimensions of consumer-brand relationships. Brand relationship quality includes three interconnected factors that a consumer expresses towards a brand. These factors are affection and socio-emotion, behaviour, and cognition (Francisco-Maffezzolli, Semprebon, & Muller Prado, 2014). Now, brand relationship quality can alsobe described as an indicator which defines the strength and depth of a consumer-brand relationship (Hudson, Roth, Madden & Hudson, 2015). However, Smit, Bronner & Tolboom (2007) argue that consumer-brand relationships cannot exist between all brands, and all consumers. Some brands are more suited to develop relationships with consumers, while other brands may lack personality (Aaker, Fournier & Brasel, 2004). It is clear that emotions towards brands require further investigation as they can affect consumer behaviour. From the company’s point of view, developing good relationships with consumers is an imperative for long-term success. Therefore, with the goal to investigate these relationships, additional auxiliary hypotheses are proposed:
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