Determinants of customer brand loyalty in the retail industry: A comparison between national and private brands in South Korea

Hwang, Shu-Yuen; Lee, Minyoung; Park, Eunil; Pobil, Ángel P. del

doi:10.1016/j.jretconser.2021.102684

Cited by 20 publications

(29 citation statements)

References 91 publications

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“…Previous research has found that customer engagement influenced customer satisfaction and brand trust positively but had no effect on brand loyalty (Rahmawati & Aji, 2015). Hwang et al (2021) unveiled that customer satisfaction and trust affected customer behavior in terms of loyalty; customer engagement was found to be positively associated with customer trustworthiness (Kosiba et al, 2018). Meanwhile, others uncovered that brand attitudes affected brand loyalty negatively (Cho et al, 2015).…”

Section: Introductionmentioning

confidence: 98%

The Customer Engagement Effect on Customer Satisfaction and Brand Trust and Its Impact on Brand Loyalty

Tuti

Sulistia

2022

MABIS

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Research aims: The research purpose is to determine the influence of customer engagement on brand loyalty through customer satisfaction and brand trust.Design/Methodology/Approach: The population in this research was customers who made purchases from December 2019 until February 2020. The sampling technique employed purposive sampling to decide on 200 respondents. The data had been examined for reliability and validity. The data analysis method used quantitative and descriptive. Structural Equation Modeling (SEM) was utilized in the quantitative analysis.Research findings: The research results uncovered that customer engagement significantly influenced customer satisfaction. Customer engagement gave a significant influence on brand trust. Customer engagement gave a significant influence on brand loyalty. Customer satisfaction gave a significant influence on brand trust. The brand trust gave a significant influence on brand loyalty. Customer engagement gave an indirect influence on brand trust through customer satisfaction. Also, customer engagement indirectly influenced brand loyalty through brand trust and customer satisfaction.Theoretical contribution/Originality: The study gives contribution to the growth of brand literature.Practitioner/Policy implication: The study has implications for researchers and sellers on how to improve the brand.Research limitation/Implication: The limitation of this study is that it only used one clothing entrepreneurship business brand that utilized Instagram as a promotional medium for further research. Developing the research object further by using more similar brands is recommended.

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Section: Introductionmentioning

confidence: 98%

The Customer Engagement Effect on Customer Satisfaction and Brand Trust and Its Impact on Brand Loyalty

Tuti

Sulistia

2022

MABIS

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“…Kualitas produk yang dirasakan didefinisikan sebagai persepsi pelanggan mengenai keunggulan dan kualitas produk atau layanan yang sejalan dengan fungsinya. Kualitas produk juga dipandang sebagai persepsi pelanggan dari atribut non harga dari suatu barang atau layanan (Hwang et al, 2021). Puas tidaknya seorang pelanggan cenderung bisa terlihat melalui kualitas produknya.…”

Section: Hubungan Antar Variabelunclassified

“…Dengan demikian, kepuasan pelanggan dinilai sangat penting dalam kontribusi pengembangan berkelanjutan pada suatu perusahaan (Wantara & Tambrin, 2019). Penelitian lainnya oleh Hwang et al (2021) dan Khoironi et al (2018) juga mendapatkan hasil yang serupa di mana kualitas produk yang dirasakan pelanggan dapat menciptakan kepuasan pada pelanggan.…”

Section: Hubungan Antar Variabelunclassified

“…Dalam hal ini, perusahaan harus menentukan strategi yang tepat untuk membentuk loyalitas pelanggan. Pada penelitian Hwang et al (2021) mengungkapkan bahwa kualitas produk dan kualitas pelayanan yang dirasakan dapat mendorong kepuasan dan kepercayaan pelanggan. Selain itu, harga yang dirasakan, kepuasan pelanggan, dan kepercayaan pelanggan juga dapat mempengaruhi loyalitas pelanggan.…”

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Peran CSR Produk Kosmetik Terhadap Loyalitas Pelanggan Kota Batam

Ardila

Christiarini

2023

JWM

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This study aims to analyze the factors that influence customer loyalty in the use of cosmetic products. Data were collected through the distribution of online questionnaires through Google Forms with 430 respondents. The population of this research is people in Batam City who have used cosmetic products from brands that have CSR such as The Body Shop, L'Oreal, Estee Lauder, Kiehl's, Garnier, Innisfree, Wardah, Emina, Somethinc, Avoskin, Sensatia Botanicals, and BLP Beauty. This study utilizes a sampling technique with non-probability sampling and purposive sampling. The collected data will be processed using the Partial Least Squares research method. The study results are that customer satisfaction, customer trust, perceived product quality, perceived service quality, perceived cost, corporate social responsibility, and customer engagement all influence customer behavior in terms of loyalty.

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“…As one of the basic industries to protect and improve people's livelihood (Hwang et al, 2021), the retail industry not only occupies an important position in the national economy, but also plays an important role in facilitating residents' consumption and stabilizing market prices. According to the research report of China Internet Network Information Center (CNNIC), the total retail sales of social consumer goods in the first three quarters of 2022 reached 32.03 trillion yuan, among which, the total online retail sales accounted for 25.7%, reaching 8.24 trillion yuan, with a yearon-year growth of 6.1% compared with 2021.…”

Section: Introductionmentioning

confidence: 99%

Research on the Impact of Multi-channel Integration Quality on Customers’ Engagement Behavior

Zhu¹

2023

FBEM

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In the face of increasingly fierce market competition, many new retailers adopt online and offline multi-channel integration to enhance their attractiveness and competitiveness, and customer engagement behavior not only provides a new way of marketing management for new retailers, but also contributes to the increase of actual performance level. To elucidate the mechanism of the multi-channel integration quality of new retail companies on customer engagement behavior, a pioneering model was constructed by introducing product involvement as a mediating variable and regulatory orientation (promotion orientation and defense orientation) as a moderating variable. 510 consumers with shopping experience in the same new retail company were selected for the empirical study. The findings of the study are as follows: the multi-channel integration quality (transparency of service construction, freedom of channel choice, process consistency and information consistency) significantly affects customer engagement behavior; new retail companies should enhance product involvement by improving the attractiveness of the product itself, so that consumers can enhance product involvement and thus influence customer engagement behavior; compared with defense orientation consumers, product involvement has a more significant positive impact on promotion-oriented consumers and is more likely to lead to customer engagement behavior. The above findings imply rich managerial insights that new retailers in different categories can further enhance their competitiveness by improving the multi-channel integration quality and thus influencing customer engagement behavior.

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Determinants of customer brand loyalty in the retail industry: A comparison between national and private brands in South Korea

Cited by 20 publications

References 91 publications

The Customer Engagement Effect on Customer Satisfaction and Brand Trust and Its Impact on Brand Loyalty

The Customer Engagement Effect on Customer Satisfaction and Brand Trust and Its Impact on Brand Loyalty

Peran CSR Produk Kosmetik Terhadap Loyalitas Pelanggan Kota Batam

Research on the Impact of Multi-channel Integration Quality on Customers’ Engagement Behavior

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