Customer Loyalty Assessment-A Case Study in MADDIRAN, the Distributor of LG Electronics in Iran (original) (raw)

Determination of Consumer Loyalty Through Customer Satisfaction

Dinasti International Journal of Economics, Finance & Accounting, 2020

Customer satisfaction causes customers to be loyal so that the company can maintain a sustainable competitive advantage. This study aims to determine the impact of brand image, price perception, perceived value on consumer loyalty through customer satisfaction at Rayhan Toko Muslim in the city of Padang. The research method used is associative, with descriptive and verification data disclosure. The population is the consumer of Rayhan Toko Muslim in the city of Padang. Data collection through a survey of 203 respondents. The analysis technique used is path analysis. The results showed that: brand image, perceived price, perceived value, and customer satisfaction had a significant effect on consumer loyalty. All of them have an influence in a positive direction, except for the price perception variable. The management of Rayhan Toko Muslim, pay attention to things that can increase customer loyalty, so that business continuity can be maintained.

A Research Proposal: The Relationship between Customer Satisfaction and Consumer Loyalty

The purpose of this research is to study the relationship between customer satisfaction and consumer loyalty and apply its relationship into all the market industries including products and services, particularly in financial institutions. Preliminary sample data (N=80) will be collected from faculties and students at Johnson and Wales University of all ethnicities, national and international students. The hypothesis of the study is developed as H1: There is a significant positive relationship between customer loyalty and customer satisfaction. A t-test for independent samples is used to address the hypothesis. The discussion of the study indicated that there is a significant positive relationship between customer loyalty and customer satisfaction, however, it is important to fully understand that the loyalty which is the main goal of each industry is very hard to achieve and is not very easy to be reached by industries due to the customer satisfaction which is very hard to reach by itself, and the service quality as well. There are many other variables that can affect the consumer loyalty such as the high level of competition among today's companies and the fast track of technological advancement. These reasons indicate that companies should work hard because loyalty is a fleeting issue, today's loyal customer would not be tomorrow's loyal customer.

Factors Determining on Customer Loyalty: Overview and Future

2019

The purpose of this study is to provide a brief overview of existing loyalty models. The focus is on key factors and prospects that can help academics and marketing professionals increase customer loyalty. A literature review was used to provide a further understanding of customer loyalty and research priorities. The results of this paper argue that integrating cultural and religious influences into existing models will increase customer loyalty. The study also claims that three groups of ancestors of loyalty should be considered. Marketing specialists pay insufficient attention to cultural and religious influences when examining customer loyalty. This article is a commentary on research on previous loyalty models. It is hoped that the proposals presented in the study will inspire future researchers to create the right and effective loyalty models. Zoljargal Purevjargal | Dulguun Ganbolor | Nyamsuren Delgertsogt "Factors Determining on Customer Loyalty: Overview and Future&quot...

Customer Loyalty, Through Customer Satisfaction in Customers Pt. Xyz

JURNAL APLIKASI MANAJEMEN

PT. XYZ is one paper company in East Java, Indonesia. The paper industry grows much wider opportunities to consumers to help select and purchase the product in accordance with the wishes and needs. This resulted in the emergence of competition between paper companies. Consumer expectations this time are getting a good paper and an affordable price, if these expectations are fulfilled then the customer will feel satisfied and by itself will refer to the paper company. PT. XYZ as the paper industry players feel that the best service quality to consumers is essential. The type of research used is applied research. The nature of this research is explanatory research which aims to determine the effect of service quality consisting of tangibility, reliability, responsiveness, assurance, and empathy to customer satisfaction and determine the effect of customer satisfaction on customer loyalty. This study determines the number of respondents 10 times the number of indicators (= 12 indicators) that is 120 respondents. The sample used in this study is a paper distributor that takes directly from the company PT XYZ in Surabaya. This research uses Path Analysis.There were 125 questionnaires distributed and those that met the requirements established 120 questionnaires. The sample used in this study is a paper distributor that takes directly from the company PT XYZ in Surabaya. Based on this research, it proved that the factors of service quality consisting of tangibles, reliability, responsiveness, assurance, and empathy affect consumer satisfaction PT. XYZ, so the first hypothesis can be accepted. AMOS calculation results can be seen from the path coefficient of 2.468 was obtained with CR values of probability of significance is 0.014. The hypothesis was accepted with immediate effect from the factor of service quality on customer satisfaction by 0.602. Good service quality can give satisfaction to the consumer, but not necessarily lead to a loyal customer following consumer satisfaction. Based on the findings proved consumer satisfaction is not proven to influence consumer loyalty to the product of PT. XYZ, so that the second hypothesis was rejected. The path coefficient of 1.535 was obtained with CR values of probability of significance is 0.125. A hypothesis is rejected with a direct influence on customer loyalty on customer satisfaction by 0.202.

Consumers Loyalty Indicator as a Drivers for Satisfaction

Cihan University-Erbil Journal of Humanities and Social Sciences

This study focuses on understanding the leading indicators of loyalty among food and nourishments shoppers in two Syrian Malls, Cham City Centre and Massa Plaza, both located in Damascus, the capital of Syria. The research uses descriptive approach; the data were collected from a questionnaire distributed to 110 shoppers in the two shopping malls, 100 valid responses divided (50 answers from Cham City Centre, and 50 from Massa Plaza Mall). The data were analyzed using Statistical Package for Social Science to test the hypothesis. The result showed that shopper attitudes toward the store positively related to his fulfilment and loyalty. Also, shoppers call to the store is an indicator of his satisfaction and commitment towards the store. Finally, perceived value is positively related to the four loyalty indicators. The novelty of this article comes from the analysis of the four loyalty indicators as an essential factor for the sustainable customer. Loyal customers are free marketing ...

Determining customer loyalty: Review and model

The Marketing Review, 2012

Review of relationship marketing literature reveals that there are several factors that influence the creation of customer loyalty. Satisfaction, quality, frequency of purchase, perception, value, trust, and so forth, are amongst the most cited factors that are seen to play a crucial role in determining customer loyalty. While a mix of factors suiting a specific context has been generally studied or investigated when determining customer loyalty, no comprehensive framework comprising key variables is currently available.

The Effect of Service Quality, Customer Satisfaction toward the Loyality of Customer

2020

This research aims to identify and analyze the effect of service quality and satisfaction variables on customer loyalty. The method of data collection in this research is using the survey method with questionnaires. The population in this research is the customers of Indosat Unlimited in Depok. Based on the results of the analysis, it indicates that the service quality significantly influences customer loyalty, shown by the t significant value of 0.000 smaller than α 0.05 with the regression coefficient of 2.537. Service quality has a significant effect on customer loyalty indicated by the t significant value of 0.000 less than α =0.05. Service quality and satisfaction significantly influence the customer loyalty shown by F significant value of 0.000 smaller than α=0.05 and are able to contribute to the customer loyalty variables of 0.504 or 51.7%. The remaining 48.3% is influenced by other variables that are not examined in this research.

Emperical Evaluation of Customer Loyalty in Malaysian Retail Outlets

American Research Institute for Policy Development, 2014

"Customer loyalty is one of the important approaches for retailers to improve competitive edge. Despite the importance of customer loyalty, some of the retail stores have lack on service quality, product quality and price strategy whereas needs a comprehensive work to explain how customers develop loyalty to a particular store. This study aims to evaluate the retail customer loyalty from hypermarkets in Kuala Lumpur, Malaysia and sets out to determine what influence customers to shop continuous. A survey of 200 respondents was conducted and reliability test is measured to present the constructs whereas descriptive analysis and Pearson correlation is used to analyze the research questions. The overall findings confirm the importance of customer loyalty, the need to upgrade strategic tool: customer service quality, product quality, price strategy, store attributes and customer satisfaction to remain competitive. These strategic tools may provide retailers with direction in strategy formulation and gaining competitive advantage. Keywords: Consumer behavior, retailing, service quality, product quality, price strategy, Malaysia"

Factors affecting customer loyalty in Pakistan

African Journal of …, 2011

Customer loyalty always remains a prime concern for business organization. The purpose of this is to identify key factors which influence customer loyalty around the globe in general and in Pakistan in particular. This study investigates the correlation between these factors and customer loyalty through hypotheses testing. The study was carried out by taking a sample of 150 respondents. Data were collected through questionnaire containing 14 items and analyzed in SPSS. Results of the study indicate a positive relationship among customer satisfaction, customer relationship, image of the product, trustworthiness and customer loyalty. This study concludes that long-term success and sustainable reputation of an organization depends on customer loyalty. The study recommends that the 'customer is always right' is a golden principle to attain customer loyalty.

The Dimensions of loyalty in the service industry

2004

Paper indicates, that a traditional Ы-dimensional definition may be far from a complete picture of loyalty while the multidimensional concept of loyalty is more extended. Following the multidimensional attitude towards loyalty, measurement of loyalty becomes problematic from the methodological point of view: application of different loyalty measurement dimensions produces different levels of loyalty. The results of this study, which was conducted in the field of fuel services, suggest that loyalty can be defined as a concept of four interrelated dimensions, on which customers exhibit different degrees of loyalty. The study findings also provide statistical evidence and using both correlation and factor analysis demonstrate four dimensions of loyalty and the relationship between them. A questionnaire (Cronbach alfa=0.88), which was used in this study of petrol station customers for the measurement of loyalty dimensions, is expected to be applied successfully in the research of customer loyalty in other service industries.