Is the Loyalty Program Effective in Creating Loyalty Program Satisfaction and Store Loyalty? An Evidence From Indonesia Retail Industry

Hendrawan, Dimas; Anggraeni, Rila

doi:10.21776/ub.jam.2020.018.04.04

Cited by 3 publications

(4 citation statements)

References 26 publications

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“…Loyalitas konsumen adalah kemungkinan pelanggan untuk membeli barang lagi dan keinginan mereka untuk tetap setia sehingga menjadi mitra bisnis. Konsumen yang setia akan berbicara baik kepada orang lain, mendorong orang lain untuk bertransaksi, dan menjadi pembeli pertama di masa depan (Hendrawan & Anggraeni, 2020). Tjiptono (2014) berpendapat ada lima penilaian untuk menilai loyalitas konsumen, antara lain pembelian ulang, rasa suka yang besar pada merek, ketetapan pada merek, keyakinan bahwa merek tertentu merek terbaik, dan rekomendasi merek.…”

Section: Loyalitas Konsumen Produk Lokal Kecantikanunclassified

Pengaruh Content Marketing dan Electronic Word of Mouth Terhadap Loyalitas Konsumen Produk Lokal Kecantikan Dengan Brand Image Sebagai Variabel Mediasi

Fuad Alfaridzi Setiawan,

Heida Ifkari Safitri

2023

jumek

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The familiar global market means that imported products are starting to put pressure on domestic products. The Indonesian cosmetics market is a special attraction for foreign manufacturers to trade their goods there. This needs to be a concern for local beauty producers to maintain the consumer loyalty they already have. The aim of this research is to determine customer loyalty towards local beauty products based on the influence of content marketing, electronic word of mouth, and brand image as mediating variables. This research is quantitative research. Sampling was carried out using a purposive sampling technique, and data collection was carried out using a questionnaire. The number of respondents studied was 200 respondents. The data analysis carried out was descriptive analysis (SPSS) and Structural Equation Model-Partial Least Square. 1) Content marketing has a positive effect on consumer loyalty; 2) Electronic word of mouth has a positive effect on consumer loyalty; 3) Content marketing has a positive effect on brand image; 4) Electronic word of mouth has a positive effect on brand image; 5) Brand image has a positive effect on consumer loyalty; 6) Content marketing indirectly influences consumer loyalty through brand image as a mediating variable; 7) Electronic word of mouth indirectly influences consumer loyalty through brand image as a mediating variable.

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Section: Loyalitas Konsumen Produk Lokal Kecantikanunclassified

Pengaruh Content Marketing dan Electronic Word of Mouth Terhadap Loyalitas Konsumen Produk Lokal Kecantikan Dengan Brand Image Sebagai Variabel Mediasi

Fuad Alfaridzi Setiawan,

Heida Ifkari Safitri

2023

jumek

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“…Program satisfaction (PS) is a measure of how a specific program established by a company meet or surpass their audience's expectation (Vesel & Zabkar, 2009). According to (Hendrawan & Anggraeni, 2020), PS can be measured through "the number of customers, or percentage of total customers, whose reported experience with a firm's program, its products, or its services (ratings) exceeds specified satisfaction goals". In the context of food retail industry, a study from (Demoulin & Zidda, 2008) found that customers are tend not have sensibility in terms of product price when the loyalty program reward is fulfilling their expectations.…”

Section: Relationship Between Program Satisfaction Program Loyalty An...mentioning

confidence: 99%

“…Loyal customer is an essential factor in company's sustainability (Berezan et al, 2015;Han & Ryu, 2009;Hendrawan & Anggraeni, 2020;Jang & Mattila, 2005;Mimouni-Chaabane & Volle, 2010;Pratika & Sutikno, 2017;Robinson, 2013;Sharp & Sharp, 1997). For that reason many companies are using various approaches in order to win the market by maximizing customer "Stickiness" to the brand (Drèze & Hoch, 1998;Steyn et al, 2010;Suh & Yi, 2012).…”

Section: Introduction Backgroundmentioning

confidence: 99%

Effect of Loyalty Program Advantages Towards Satisfaction and Brand Loyalty: Indonesian Bubble Tea Industry

Sheng

Bernarto²

2022

JMIEB

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Tujuan dari penelitian ini adalah untuk mengevaluasi hubungan antara berbagai jenis program loyalitas (praktis, hedonis dan simbolik), kepuasan program dan loyalitas e-commerce (loyalitas program dan loyalitas e-commerce) terkait dengan minuman bubble tea Indonesia. Sebanyak 389 kuesioner dikumpulkan di antara anggota pelanggan bubble tea Indonesia menggunakan purposive sampling. Hubungan antara variabel-variabel yang diusulkan diuji dengan menggunakan model Persamaan Struktural Partial Least Square (PLSSEM). Hasil penelitian menunjukkan bahwa di antara ketiga keunggulan (praktis, hedonis, dan simbolik), hanya keunggulan hedonis dan simbolik yang berpengaruh positif signifikan terhadap kepuasan program. Selain itu, kepuasan program telah terbukti memberikan kontribusi yang signifikan dan positif terhadap program dan loyalitas merek. Ditemukan pula bahwa loyalitas program berpengaruh positif terhadap loyalitas merek. The study aims to shed light on the connection between different type of loyalty programs (practical, hedonic and symbolic), towards program satisfaction and customer loyalty (loyalty to the program and loyalty to the brand) related to Indonesian bubble tea beverages. A total of 389 questionnaires were collected amongst members of the Indonesian bubble tea customers using convenience sampling. The degree of significance between variables was tested using a Partial Least Square Structural Equation modeling (PLS-SEM). Acquired data and analysis infer that among the three advantages (practical, hedonic, and symbolic), only hedonic and symbolic advantages have a significant positive impact on program satisfaction. In addition, program satisfaction has been shown to make a significant and positive contribution to program and brand loyalty. Finally, it is found that program loyalty has a positive effect on brand loyalty.

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“…Meyer-Waarden (2008) also declares that loyalty programmes influence the purchasing behaviour of customers where a significant difference is displayed by members who contribute to loyalty programmes over non-members in terms of their purchasing behaviour. Hendrawan and Anggraeni (2020) declare that loyalty programmes significantly influence customer satisfaction. Koo et al (2020) state that the perceived value of loyalty programmes has a significant impact on customer satisfaction.…”

Section: Loyalty Programmesmentioning

confidence: 99%

Determinants of Customer Satisfaction in the Mobile Telecommunications Service Industry

Karunaratna

Kumara

2022

S. Asian J. Bus. Insights

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The mobile telecommunications service industry has become one of the most dynamic and vibrant service industries in the contemporary business context. The mobile phone plays an essential role by revolutionizing consumer behaviour and creating a new fashion of life. Identifying the determinants of customer satisfaction in the mobile telecommunications service industry has drawn a greater interest among marketers due to the vibrancy of the services and severe competition in the industry. However, studies in relation to the determinants of customer satisfaction in the context of mobile phone services in Sri Lanka are scarce. Therefore, this study was conducted to identify the determinants of customer satisfaction in mobile telecommunications services in the Sri Lankan business context since identifying the key determinants of customer satisfaction in mobile phone services is of greater importance to deliver an effective service and remain subscribers satisfied. Accordingly, mobile phone subscribers were selected as the unit of analysis of the study. A structured questionnaire was administered, and data were collected from a sample of 722 mobile phone subscribers. Structural Equation Modelling was used to analyse the structural relationships in the study. The results are decisive, which will be interesting for service providers who are highly concerned about the satisfaction of their subscribers. Accordingly, the results indicate that perceived value, corporate image, trust, loyalty programmes, and service quality have a significant positive impact on customer satisfaction. Service quality, among the determinants identified in the study, plays a dominant role in satisfying customers, which has the highest impact on customer satisfaction in the context of the mobile telecommunications service industry.

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Is the Loyalty Program Effective in Creating Loyalty Program Satisfaction and Store Loyalty? An Evidence From Indonesia Retail Industry

Cited by 3 publications

References 26 publications

Pengaruh Content Marketing dan Electronic Word of Mouth Terhadap Loyalitas Konsumen Produk Lokal Kecantikan Dengan Brand Image Sebagai Variabel Mediasi

Pengaruh Content Marketing dan Electronic Word of Mouth Terhadap Loyalitas Konsumen Produk Lokal Kecantikan Dengan Brand Image Sebagai Variabel Mediasi

Effect of Loyalty Program Advantages Towards Satisfaction and Brand Loyalty: Indonesian Bubble Tea Industry

Determinants of Customer Satisfaction in the Mobile Telecommunications Service Industry

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