Study of Antecedent of Customer Satisfaction and Loyalty for Kompas Klasika Jateng & DIY
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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 LoyaltyKeywords:
Customer Satisfaction
Customer delight
The modern competitive industry today, loyal customer is one of the important issues for company to survive. They have to maintain a loyal customer due to increasingly cost of acquiring new customer; moreover there is a positive relationship between customer loyalty and company profits. In order to create customer loyalty, the company needs to consider about the factor influence loyalty. The aim of the study was to examine of those factors are influence customer loyalty in insurance industry. The research uses Structural Equation Modeling (SEM), data are obtained from customer XYZ Jember and Banyuwangi branch office that have been a customer of at least 1 (one) year. From the analysis of customer loyalty, it is significantly influenced by the quality of service and customer satisfaction. In addition it also concluded customer satisfaction also significantly affect the company’s Image and switching barrier.
Customer delight
Customer Equity
Customer Satisfaction
Customer to customer
Customer intelligence
Customer profitability
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Customer loyalty is an essential concern for the telecommunication sector in modern customer processes. Therefore, customer retention processes and knowledge for customer are widely used in the competitive environment to achieve customer loyalty. The purpose of this paper is to suggest a model that defines how the combination between customer retention processes and knowledge for customer would achieve the customer loyalty. This paper adapts the quantitative research approach by using the survey strategy, which is conducted by a questionnaire collected from 193 people working in the management position of Jordanian telecommunication organisations. The researcher uses the Smart partial least square (PLS) as an analysis technique to test all hypotheses. The findings suggest that there is a positive effect of adapting the customer retention processes in improving the customer loyalty mediating by the knowledge for customer.
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Customer intelligence
Customer delight
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Customer knowledge
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Along with the evolution of strategies, customer satisfaction and customer loyalty become more important concepts for business. This study is to investigate the effect of service quality, perceived value and trust to customer satisfaction and customer loyalty on the case of long distance passenger transport. Understanding customer satisfaction of service quality, creating high customer satisfaction, and then achieving customer loyalty, becomes a way to keep the better performance for long distance passenger transport. The results of this study provide suggestions to long distance passenger transport company to improve the service quality, customer satisfaction, and customer loyalty. The findings is that trust has positive influence on customer satisfaction and customer loyalty, and customer satisfaction has mediating effect on the link between trust and customer loyalty. This finding provides a business implication that customers’ perception on the operations advantage can be a determinant of their loyalty toward thecompany.
Customer delight
Customer Satisfaction
Customer Equity
Customer to customer
Customer intelligence
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Customer Satisfaction
Customer profitability
Customer delight
Customer Equity
Customer to customer
Customer intelligence
Customer Lifetime Value
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The purpose of this study was to analyze the factors that build customer satisfaction to increase BNI bank's customer loyalty at the London branch. the factors studied were service quality, product quality, and customer trust. the statistical method for analyzing data is the structural equation model (SEM) from the Smart-PLS 2.M3 statistical package. The results of the study indicate that directly the service quality, product quality has an effect, and customer trust has an effect on customer satisfaction. Direct service quality, product quality, and customer trust do not affect customer loyalty. whereas indirectly through customer satisfaction, product quality, and customer trust affect customer loyalty. Customer loyalty is formed from the trust that was created previously in the minds of customers. customer loyalty to a product, will not move to other banks to invest money so that both parties benefit. Customer loyalty is a key factor in banking success. Customer Trust Dominant factors that influence Customer Loyalty, increasing customer trust makes customers more loyal to BNI London branch by keeping promises that have been said, prioritizing customer interests, and updating knowledge of the products they have. By understanding various aspects related to the formation of trust under customer expectations and increasing customer confidence will increase customer loyalty in the future.
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This paper examined the impact of customer satisfaction and customer retention on customer loyalty. The objectives were: to determine the relationship between customer satisfaction and customer loyalty, to determine if there is any relationship between customer retention and customer loyalty, to examine the impact of customer satisfaction and customer retention on customer loyalty, and to examine the relationship between customer satisfaction and customer retention on customer loyalty. Survey research design was adopted for this study. Primary and secondary sources of data were used. The primary data include a structured questionnaire used to elicit information from the target respondents who were customers of Enterprise Bank Oyo while the secondary data encompass the use, related materials, journals or periodicals,. Multiple regression analysis and t-test were used to test the hypotheses The findings show the importance of customer satisfaction (β=.845, P<.01) and customer retention (β=.250, P<.01) on customer loyalty. There is significant relationship between customer retention and customer loyalty ( r=.520**, N +107, P<.01). A shift in customer retention will cause a 52% shift in customer loyalty. There is also a significant relationship between customer satisfaction and customer loyalty (r = .617 ** , N= 107, P < .01). The implication of this result is that a 1% shift in customer satisfaction will cause a 61.7% shift in customer loyalty. More so, the linear combination of Customer satisfaction and customer retention on customer loyalty was significant. F = 33.500; R = .626, R 2 = .392, Adj. R 2 = .380; P <. 01). It was concluded that a 1% shift in customer satisfaction will cause a 61.7% shift in customer loyalty. Also there is a significant relationship between customer satisfaction and customer loyalty. More so, a 1% shift in customer retention will cause a 52.0% shift in customer loyalty. To this end, the study concluded that customer loyalty is a function of customer satisfaction and customer retention.
Customer delight
Customer Satisfaction
Customer to customer
Customer Equity
Customer intelligence
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Now customer satisfaction receives unprecedented attention,and achieving more customer satisfaction is becoming one of business target.Service industry involves more customers,and customer satisfaction is the source of enterprise fortune.According to re-search on formation mechanism of customer satisfaction and customer satisfaction index in different countries,the enterprise should in-crease customer satisfaction and market competitiveness through the strategies of customer value analysis,customer value innovation,and customer satisfaction monitoring.
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Customer delight
Customer Equity
Customer to customer
Customer intelligence
Customer profitability
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In severe competition, service business has to search for competitive advantage to focus customer satisfaction, trust, and customer loyalty to make more profitability in the hotel industry. Hotel manager has proceeded strategic decision making to setup customer satisfaction, trust, and customer loyalty for long-term revenue management in the hotel industry. This study focused on the effect of relational benefit on customer satisfaction, trust, and customer loyalty in the hotel industry. There are needs for explore customer satisfaction, trust, and customer loyalty of hotel to search the coordinating point to make effective revenue management. There are the finding of this study are summarized as follows: First, relational benefit had positive effects on customer satisfaction and customer loyalty. Second, customer satisfaction had positive effects on trust and customer loyalty. Third, trust had positive effects on customer loyalty.
Customer delight
Customer Satisfaction
Customer Equity
Customer to customer
Customer intelligence
Customer profitability
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