• The Journal of Asian Finance, Economics and Business
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• v.8 no.3
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• pp.1349-1359
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• 2021

The electronic money market in Indonesia continues to experience an increase in the number of users and volume of transactions. However, the electronic money market, especially server-based, in Indonesia is becoming concentrated into a few issuers. Electronic money issuers compete in price and promotion wars to gain new customers and maintain their existing ones. This paper presents an analysis of the orientation and factors that influence the loyalty in electronic money products. The research model variables in this study are adopted from the E-Service Quality and Marketing Mix categories. These variables are hypothesized to affect the perceived value and then customer loyalty. The research population consists of all Indonesians who use server-based electronic money, with a sample of 400 individuals. The results show that, in the E-Service Quality group, reliability, responsiveness, and security significantly affect perceived value, while the perceived price and perceived promotional benefits significantly affect perceived value in the Marketing Mix group. The perceived price has the highest effect on the perceived value and customer loyalty, while the perceived value has a significant effect on customer loyalty. Finally, it was found that the customer is more sensitive to the price than quality in using electronic money.

• The Journal of the Korea Contents Association
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• v.5 no.4
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• pp.28-35
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• 2005

This paper examines empirically the effect of mileage program in e-Business on brand loyalty, and the mediating role of customers' trust and relational commitment. The results show that customer's benefits and convenience of the program significantly influences positively customer's trust. In addition, customer's trust also influences positively relational commitment, and relational commitment significantly influences positively brand loyalty. Thus, trust and relational commitment should be considered in the mileage program to improve the brand loyalty of internet shopping mall. Implications and limitations of this study are suggested.

• The Journal of Information Systems
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• v.22 no.1
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• pp.165-180
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• 2013

Using long-term panel data of OKCashbag, this study analyzes whether learning effect influencing in effectiveness of coalition loyalty program exists. We found that there is learning effect in the behavior of loyalty program customers, and discovered that learning effect appears more greatly in using (redeeming) behavior than accumulating behavior. The authors also found a long-lasting structural changes in the pattern of point redemption after a major marketing activities associated with the act of using points. The results of this research can contribute to suggest direction to the future researches to examine differences of learning effect according to demographic (gender, age, region, ect.) and transactional (frequency or scale in point accumulation and redemption etc.) characteristics.

• Asia Marketing Journal
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• v.18 no.4
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• pp.77-98
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• 2017

This research explores two key facets of behavior (reward point accrual and redemption) that consist of a loyalty program. It focuses on assessing the impact of accrual effort level on three types of redemption behavior: speed, unit size, and hedonic preference at the individual level by using large scale transaction data from a multi-vendor loyalty program providing flexible environment for point accrual and redemption. Findings from this research demonstrate that customers tend 1) to speed up point redemption, 2) to enlarge the size of redeemed points, and 3) to prefer utilitarian rewards as the level of effort at the accrual stage of reward point increases.

• Journal of the Korean Society of Food Culture
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• v.28 no.2
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• pp.186-194
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• 2013

The purpose of this study was to understand the effect of loyalty program in family and fastfood restaurant on relationship quality (trust, commitment) and revisit intention. Based on total 394 samples obtained from empirical research, this study reviewed the reliability and fitness of a research model using the Amos program. The hypothesized relationships in the model were simultaneously tested using a structural equation model (SEM). The proposed model provided an adequate fit to the data, ${\chi}^2$ 102.338 (df 48), GFI .959, RMR .049, NFI .970, CFI .984 SEM resulted that loyalty progam (${\beta}$= .429, t=7.880, p< .001) showed a positive significant effect on trust, and that loyalty program (${\beta}$= .455, t=9.532, p< .001) had a positive significant effect on commitment. Also, both trust (${\beta}$= .450, t=6.595, p< .001) and commitment (${\beta}$= .474, t=5.117, p< .001) had a positive significant effect on revisit intention. In addition, there were moderating effects related to restaurant type (family and fastfood restaurant) in terms of causal relationships between loyalty program, relationship quality and revisit intention. Limitations and future research directions are also discussed.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.929-938
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• 2020

This study analyzes the effect of quality of services provided to the students' in relation to their satisfaction and loyalty. Respondents in this study were seventh semester students of Universitas Muslim Nusantara Al-Washliyah, the total number of students was 312. Data analysis techniques in this study used was SEM (Structural Equation Modeling) using the SmartPLS program. The results showed that students' satisfaction significantly mediated the correlation between academics and students' loyalty, between non-academic and students' loyalty, between reputation and students' loyalty, and between campus access and students' loyalty; on the other hand, students' satisfaction was not significant in mediating the correlation between program issues and students' loyalty. The findings suggest that it is necessary to improve the quality of lecturers to improve students' academic abilities and communication skills. As far as non-academic aspects are concerned, conducting training and development efforts and increasing awareness programs for administrative staff is important. For the reputation aspect, to carry out several marketing campaigns which predict to have an effect upon students in building positive perceptions of campus has to be executed as well. Meanwhile for access aspect, it should be made certain that every student can have direct access to staff employees, and it is necessary to improve dimensions which can increase students' satisfaction so that students are convinced of their choice of campus and then they are likely to recommend their chosen university and spread positive things about their institutions.

• Culinary science and hospitality research
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• v.13 no.4
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• pp.80-91
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• 2007

The purpose of the study is to investigate how customer reward programs that are provided strategically to develop customer favors are assessed by customers, if they affect customer loyalty and what effect using membership card(how many possess and use it) takes. The findings from the study can be summarized as follows. Firstly, customer loyalty showed high when shared value and convenient value are felt for preference and referring effect and when shared value and allied value were felt for revisit. Secondly, when the number of cards in possession was a lot, high customer loyalty existed. Thirdly, when the number of cards in use was a lot, the customer loyalty was high. The customer's awareness of values, e.g. economic, shared, use, convenience and allied values, put a very meaningful positive effect on loyalty, i.e. preference, referring effect and revisit. The more the number of food service provider's' membership cards in use and in possession was, the higher customer loyalty was. This implies that continued development of business partners and quality control are critical for various benefits and shared value of the customer reward pro-grams and service upgrade.

• Fashion & Textile Research Journal
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• v.24 no.5
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• pp.605-617
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• 2022

The purpose of this study was to investigate the influence of retailing types on consumers' omnichannel experience while purchasing fashion products. The omnichannel experience occurs when retailers provide seamless customer experience across the various touchpoints of retail channels. In this empirical study, retail types were categorized into single-brand stores and multi-brand stores, and the relationship among store loyalty, brand loyalty, and customer retention was observed by the research model. A survey was conducted on the global consumers who had experience in purchasing fashion products via the omnichannel using Amazon Mechanical Turk; as a result, 351 responses were analyzed. The mediating and moderating effects of loyalty constructs and retail types were analyzed using Process Macro 4.0. The results indicated that a seamless omnichannel experience affects customer retention by mediating store loyalty and brand loyalty; additionally, the dual mediating effect of store loyalty and brand loyalty was significant. The moderating effect according to retail type was identified, and the moderated mediation effect of store loyalty was validated. The results showed that multi-branded retailers' store loyalty had a stronger influence on customer retention than that of single-brand retailers and exhibited the relationship between store loyalty and brand loyalty as well as retail types (single vs multi) in a seamless omnichannel customer experience.

• Journal of Distribution Science
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• v.19 no.6
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• pp.51-64
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• 2021

Purpose: A restaurant is a business of the physical distribution of food and beverages which includes intercultural interaction. This research paper aims to examine the influence of Japanese taste as a product advantage, determining service quality factor in the restaurant business, the e-CRM that involves technology, social media campaigns to reach the target market of young people, and customer satisfaction on customer loyalty in Sushi Tei restaurant. This study also intends to find direct and indirect influence between the variables. Research design, data and methodology: Quantitative research was conducted using a survey method by distributing 100 questionnaires to Sushi Tei customers in Jakarta, consisting of Gen Z and Millennials. Samples were taken at each outlet in the Jakarta area on weekend and weekdays by purposive sampling. Data was generated by path analysis Results: The results showed that Japanese taste, service quality, and e-CRM significantly influence customer satisfaction and customer loyalty. However, social media campaigns failed to influence customer loyalty. As a result, customer satisfaction has a significant influence on customer loyalty within Sushi Tei restaurant. Conclusion: The study also proposed significant implications to develop and maintain a relationship with the customer to gain satisfaction and loyalty in the food and beverage industry.

• International Journal of Contents
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• v.7 no.2
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• pp.36-41
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• 2011

This paper has investigated the effects of employees' organizational cynicism on their organizational commitment and pro-union behavioral intentions in the context of repetitively implementing business innovation program. The cynical responses about the business innovation program & projects have been classified into four categories; Exit, Voice, Loyalty and Neglect. The research samples have been drawn from managers and office employees at four business sites of conglomerates in Korea. According to the analysis, business innovation program which is continuous and repetitive has made managers and office employees have highly cynical attitudes. In turn, the organizational cynicism has accelerated their Exit and Neglect responses, but shrunk Voice and Loyalty responses. As a result, it has been confirmed that the organizational cynicism has a direct effect on organizational commitment and pro-union behavioral intentions. In addition, it has been concluded that Exit and Neglect had a negative effect on organizational commitment but a positive effect on pro-union behavioral intentions. Even though Voice and Loyalty had a positive effect on organizational commitment, they had no significant effect on pro-union behavioral intentions. Furthermore, no mediating effect has been detected. Implications and suggestions for future research were then discussed.