scholarly journals PREDICTING CUSTOMER LOYALTY LEVELS OF PROFESSIONAL CUSTOMERS: THE CASE OF BALKANS

2020 ◽  
Vol 20 (2) ◽  
Author(s):  
Nenad Perić ◽  
Mirjana Milovanović ◽  
Tihomir Vranešević
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Bosnia And Herzegovina ◽  
Customer Loyalty ◽  
Spare Parts ◽  
Satisfaction Survey ◽  
Survey Questionnaire ◽  
Customer Satisfaction Survey ◽  
The Relationship ◽  
A Company

The paper presents the results of customer satisfaction survey in the auto spare parts industry through the presented analyses conducted in period from 2015 to 2018 on a sample of 3269 professional customers of a company that operates in the region of Balkans: Bosnia and Herzegovina (BIH), Republic North Macedonia (RNM) and Serbia (SRB). The Categorical Regression Analysis (CATREG) was used as a method of predicting the level of customer loyalty by combining variables from the survey-questionnaire with regard to the relationship between the sales staff and the characteristics of the products themselves. The study identifies that for BIH the range of goods, delivery and the price and quality ratio have the greatest impact on customer loyalty, for RNM the assortment of goods, delivery and manner of resolving complaints, while in Serbia the delivery of goods and the resolution of complaints, have the greatest importance in anticipating the level of loyalty of customers.

scholarly journals Relationship between service recovery, customer satisfaction and customer loyalty: Empirical evidence from e-retailing

2021 ◽  
pp. 1-10
Author(s):  
Anh Chi Phan ◽  
Ha Thu Nguyen ◽  
Thoa Xuan Thi Pham
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Developing Economies ◽  
Service Recovery ◽  
Recovery Process ◽  
Purchase Intentions ◽  
The Relationship ◽  
A Company ◽  
Customer Satisfaction And Loyalty

This paper presents the results of an empirical study on the relationship between service recovery quality, customer satisfaction and loyalty in Vietnam’s e-retailing. Structural Equation Modelling (SEM) is applied to analyze the data collected from experienced customers in online shopping in Vietnam from November 2018 to March 2019. The results of statistical analysis indicate that interactive fairness, outcome fairness, procedural fairness significantly impact on customer satisfaction which then increases customer loyalty. This study suggests that customer’s ability to locate and interact with technical support on a website and how a company treats the customer would significantly decide satisfaction and loyalty from customer. E-retailers in developing economies should consider service recovery process as the opportunity to gain customers’ purchase intentions.

scholarly journals Attributes of Coffee Shop as Antecedent of Customer Satisfaction

2020 ◽  
Vol 4 (2) ◽  
pp. 106-124
Author(s):  
Ridwan Darussalam
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Price Fairness ◽  
Online Questionnaire ◽  
Coffee Shop ◽  
Social Media Platform ◽  
It Service ◽  
Media Platform ◽  
The Relationship

Purpose – This study   was conduct  to examine the effect of attributes coffee shop to customer satisfaction in Indonesian coffee shop industry.  Furthermore, this study is also examined  customer loyalty as consequences of customer satisfaction   Research Design – Five attributes of coffee shop were identified as having potential to be antecedent of customer satisfaction. The five attributes were: store atmosphere, employee attitude, IT service, coffee quality, and price fairness. Research Methodology – This study used online questionnaire which is adopted from the previous studies. The online questionnaires were used Google Form and shared through various social media platform. A total 851 respondents from 34 province in Indonesia were involved but only 350 respondents were qualified. KMO Factor analysis and regression analysis were  performed to identify the validity of items and examine the relationship among variables. Findings – The results revealed that five of  six hypothesized were statistically significant. Coffee quality was recognized as attribute of coffee shop which is produce the highest effects to customer satisfaction. Moreover,  the relationship between customer satisfaction and customer loyalty was found positive.

APAKAH RESIKO PERSEPSIAN MEMODERASI PENGARUH KEPUASAN KONSUMEN TERHADAP LOYALITAS KONSUMEN PADA E-COMMERCE?

2014 ◽  
Vol 9 (1) ◽  
pp. 1
Author(s):  
Elisabet Dita Septiari
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Hierarchical Regression ◽  
Hierarchical Regression Analysis ◽  
Perceived Risks ◽  
Convenience Sampling ◽  
Relationship Of ◽  
The Relationship ◽  
Sampling Survey

This study aims to examine the effect customer perceived risks as moderator in the customer satisfaction and customer loyalty relationship. Researcher used convenience sampling survey. The respondents were customers in Yogyakarta that has experienced as online buyer, to be respondent. The hypothesis be tested using hierarchical regression analysis. The findings show that customer satisfaction positively influences customer loyalty. In addition, perceived risks affect the relationship of customer satisfaction and customer loyalty. Keyword: customer satisfaction, customer loyalty, perceived risks

scholarly journals Pengaruh Customer Perceived Value , Service Quality, Dan Physical Environment Terhadap Kepuasan Dan Kesetiaan Pelanggan

2019 ◽  
Vol 2 (2) ◽  
Author(s):  
Shelly Agustina Natawijaya Dan Keni
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Positive Impact ◽  
Perceived Value ◽  
Customer Perceived Value ◽  
The Relationship

The aim of this study are : First, to explore the effect of customer perceived value , service quality, and physical  environment on customer loyalty. Second, to explore the effect of  customer perceived value , service quality, and physical  environment on customer satisfaction. Third, to explore the effect of customer satisfaction towards customer loyalty. Fourth, to find out if customer satisfaction can mediate  customer perceived value , service quality, and physical  environment towards customer loyalty.  The method of data collection is purposive sampling.  The samples of this research are collected from 326 respondents, who are the customers of  furniture store in Jakarta.  The technique of data analysis used in this study was regression analysis and mediating test to find put the hypotheses. The results are : (a) the relationship between customer perceived value , service quality, and physical  environment have a significant and positive impact toward customer loyalty; (b)  the relationship between customer perceived value , service quality, and physical  environment have a significant and positive impact toward customer satisfaction; (c) customer satisfaction has a positive impact on customer loyalty; (d) customer satisfaction  will mediate the effect of  customer perceived value , service quality, and physical  environment towards customer loyalty.

scholarly journals PENGARUH SERVICE FAIRNESS, EMPATHY DAN PHYSICAL ENVIRONMENT TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY

2017 ◽  
Vol 19 (2) ◽  
pp. 263
Author(s):  
Evelina Larisa Sidharta ◽  
Keni Keni
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Service Fairness ◽  
The Relationship ◽  
Coffee Shops ◽  
Positive Effect

: Tujuan penelitian: (a) untuk mengetahui pengaruh service fairness, empathy dan physical environment terhadap customer loyalty; (b) untuk mengetahui pengaruh service fairness, empathy dan physical environment terhadap customer satisfaction; (c) untuk mengetahui pengaruh customer satisfaction dan customer loyalty; (d) untuk mengetahui pengaruh customer satisfaction dalam memediasi service fairness, empathy dan physical environment terhadap customer loyalty. Populasi dalam penelitian ini adalah seluruh pelanggan salah satu kedai kopi di Jakarta. Sampel diperoleh dari pelanggan salah satu kedai kopi di Jakarta Barat. Metode pengambilan sampel dalam penelitian ini adalah teknik purposive dengan jumlah 250 responden.Teknik analisis data menggunakan analisis regresi dan analisis jalur. Hasil penelitian: (a) service fairness, empathy dan physical environment mempunyai pengaruh yang positif terhadap customer loyalty; (b) service fairness, empathy dan physical environment mempunyai pengaruh yang positif terhadap customer satisfaction; (c) customer satisfaction mempunyai pengaruh positif terhadap customer loyalty; (d) customer satisfaction dapat memediasi pengaruh antara service fairness, empathy dan physical environment terhadap customer loyalty.The purposes of this study are: First, to explore the effect among service fairness, empathy and physical environment on customer loyalty. Second, to explore the effect among service fairness, empathy and physical environment on satisfaction. Third, to explore the effect of customer satisfaction on customer loyalty. Fourth, to find out if customer satisfaction is able to mediate service fairness, empathy and physical environment toward customer loyalty.The population of this research are all customers from one of the coffee shopsin Jakarta.The samples are collected from one of coffee shops customers in West Jakarta. The method of data collection is purposive sampling with250 respondents. The technique of data analysis used in this study was regression analysis and mediating test to examine the hypotheses. The results are: (a) the relationship between service fairness, empathy and physical environment have a significant and positive effect toward customer loyalty; (b) the relationship between service fairness, empathy and physical environment have a significant and positive effect toward customer satisfaction; (c) customer satisfaction has a positive effect on customer loyalty; (d) customer satisfaction will mediate the effect between service fairness, empathy and physical environment on customer loyalty

scholarly journals Kepuasaan Dan Kesetiaan Konsumen Pada Waktu Tunggu Delay Pesawat Terbang

2017 ◽  
Vol 11 (1) ◽  
pp. 62-82
Author(s):  
Okkytania E. Parsetiorini
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Multiple Regression Analysis ◽  
Waiting Time ◽  
Customer Loyalty ◽  
Environmental Conditions ◽  
Relationship Of ◽  
The Relationship ◽  
Positive Effect ◽  
Customer Satisfaction And Loyalty

This research focuses on the perception of the factors that influence satisfaction during delay, such as the perceived waiting time, satisfaction with delay information obtained, and satisfaction of environmental conditions during the waiting time, to the waiting time satisfaction and their influence on customer satisfaction and loyalty of customers in the aviation business at Adisucipto airport, Yogyakarta. This study analyzed by multiple regression analysis. This study found that there is a significant and positive effect of satisfaction with waiting environment on waiting satisfaction and customer satisfaction directly and the waiting time satisfaction does not have a moderating effect on the relationship of customer satisfaction and customer loyalty.

THE EFFECT OF REPUTATION AND COMPETENCE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION

2020 ◽  
pp. 66-72
Author(s):  
Ari Dwi Astono ◽  
Widji Astuti ◽  
Harianto Respati
Keyword(s):  
Higher Education ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Higher Education Institutions ◽  
Direct Influence ◽  
Tertiary Institutions ◽  
Central Java ◽  
Analysis Technique

This study aims to analyze the effect of reputation, competence on customer loyalty with customer satisfaction as an intervening variable. The population in this study were students of private tertiary institutions in Central Java who are members of Services for Higher Education Institutions Region VI, while a sample of 5 private universities, using the purposive sampling method, was taken with the Slovin formula of 190 respondents. The analysis technique uses regression analysis. Research results show the customer satisfaction variable can be an intervening variable or able to mediate between the direct influence of the reputation variable and the competency variable on customer loyalty variables.

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.

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