The influence of membership program on customer loyalty mediated by customer satisfaction

Muhammad, Fadhil; Rozi, Fatkhur; Supriyanto, Achmad

doi:10.20525/ijrbs.v10i6.1362

Cited by 2 publications

(1 citation statement)

References 12 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…For that reason, retailers frequently turn to LPs as one of the ways of creating relationship quality and customer loyalty (Wel et al, 2011). Ou et al (2011) concurred by stating that LPs positively and significantly affect satisfaction and trust, while Muhammad et al (2021) also found that LPs had a significant positive effect on satisfaction and loyalty. However, it was also found that this was directly linked to the perceived rewards.…”

Section: Loyalty Programs Relationship Quality and Customer Loyaltymentioning

confidence: 83%

Loyalty program benefits and their effect on relationship quality and loyalty to the retailer

Corbishley¹,

Meintjes²,

Mason³

2023

IJRBS

View full text Add to dashboard Cite

Loyalty Programs (LPs) aim to increase profit by rewarding, with various benefits, customers who patronize the retailer. This study investigated the benefits LPs provide in the South African Fast-moving consumer goods (FMCG) marketplace and how these influence relationship quality and loyalty between retailer and customer. How the perceived benefits of LPs contribute to relationship quality (satisfaction, trust and commitment), and how they lead to loyalty are examined. To illustrate these relationships, a model showing three independent (perceived benefits, namely altruistic, consumeristic, and egoistic) and three dependent variables (relationship quality, namely trust, satisfaction, and commitment), plus customer loyalty, was developed. A quantitative survey was administered electronically over 11 days to a randomly selected sample of 5000 consumers per day from a commercial database, resulting in 1944 responses. After the deletion of incomplete or inappropriate responses, 479 usable replies remained. Since this sample was self-selected, it should be considered a convenience sample. Structural equation modelling (SEM) with confirmatory factor analysis (CFA) was applied to test the hypotheses and develop the model. SEM indicated that respondents consider egoistic and consumeristic benefits as the same. Furthermore, trust and satisfaction manifest as a single construct. Both consumeristic and altruistic benefits had a significant positive relationship with this unified construct of trust/satisfaction, and the relationship between altruistic benefits and commitment was also positive and significant. Finally, although neither altruistic nor consumeristic benefits appeared to contribute directly to loyalty, a positive relationship existed between the new construct of trust/satisfaction and those of commitment and loyalty. The pathway to loyalty is indirect, and to reach this sought-after goal, relationship quality constructs must first be achieved.

show abstract

Section: Loyalty Programs Relationship Quality and Customer Loyaltymentioning

confidence: 83%

Loyalty program benefits and their effect on relationship quality and loyalty to the retailer

Corbishley¹,

Meintjes²,

Mason³

2023

IJRBS

View full text Add to dashboard Cite

show abstract

Analysis of Factors that Influence the Customer Loyalty in Modern Pharmacy Retail in Indonesia

Tandiono,

Agus

2023

JSEB

View full text Add to dashboard Cite

The study analyzes several factors that are seen to influence the customers loyalty in modern pharmacy retail. This study was conducted at Watsons Indonesia. This study examines the influence of in-store experience (IE), membership programs (M), and use of private labels (PL) on customer loyalty. Shopping habits are proposed as a variable that moderates the three independent variables on customer loyalty. Data was collected from a sample of 232 Watsons Indonesia customers and the relationship between variables was tested using structural equation models. The findings show that IE and M are not proven to have a significant influence, but PL is proven to have a significant influence on customer loyalty at Watsons Indonesia. Furthermore, shopping habits do not significantly moderate EI, PL, and M in building customer loyalty of the company.

show abstract

The influence of membership program on customer loyalty mediated by customer satisfaction

Cited by 2 publications

References 12 publications

Loyalty program benefits and their effect on relationship quality and loyalty to the retailer

Loyalty program benefits and their effect on relationship quality and loyalty to the retailer

Analysis of Factors that Influence the Customer Loyalty in Modern Pharmacy Retail in Indonesia

Contact Info

Product

Resources

About