• The Journal of Asian Finance, Economics and Business
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• v.8 no.3
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• pp.1315-1325
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• 2021

This study aimed to design a strategy in encouraging the loyalty level of priority customers of Sharia banks in Indonesia. The strategy was outlined in a series of alternative applicative programs priority. The use of ANP intended to simplify the existing problems so that the offered solution was easier to apply. Each item was scored on a 5-point Likert scale. The expected outcome was to give priority scales to the offered solutions. The findings of this study are service quality, brand image, bank image which could build customer loyalty in Sharia banks. Priority customer gathering could strengthen the bonds between customers and also between customers and their banks. The excellence of Sharia banks in terms of service quality, brand image, and bank image, when combined with priority customer gathering activities, would become a powerful formula in increasing priority customer loyalty to banks that lead to increased revenue from banks. Originality of this research was the formulation process of a new approach in search of ways to increase the customer loyalty, as well as giving concrete proposals for the banking world in designing customer loyalty improvement programs. This paper shows the updated strategy in Customer Loyalty, Bank image, Brand image, Banking service quality.

• Journal of Korean Academy of Nursing Administration
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• v.15 no.3
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• pp.455-462
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• 2009

Purpose: The purpose of this study was to investigate the influencing factors of customer loyalty among guardians of residents in nursing homes. Methods: The sample of this study consisted of 229 guardians of residents in nursing homes. Data were collected with self-administrated questionnaires and analyzed hierarchical multiple regression. Results: All variables were positively correlated with customer loyalty except the length of stay. It was found that residents' length of stay, customer satisfaction and service value had significant influence on customer loyalty. The explained variance for customer loyalty was 71.3%. The service value had the greatest influence on customer loyalty. Conclusions: These findings provide strong empirical evidence for customer satisfaction and service value in explaining customer loyalty of guardian of residents in nursing homes.

• Fashion & Textile Research Journal
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• v.11 no.4
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• pp.549-555
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• 2009

The purpose of this study was to investigate the effects of service quality on consumer satisfaction and loyalty according to clothing involvement at internet shopping mall. Data were obtained from 400 college students living in Busan. Data were analyzed by factor analysis, reliability analysis, cluster analysis, t-test and regression analysis using SPSS WIN 14.0. The results indicate that companies of shopping mall striving for consumer loyalty should focus primarily on satisfaction and service quality perceived by consumer at Internet. The effects of clothing involvement on the association of consumer loyalty, satisfaction and perceived service quality are significant. This finding provides the information being efficient to develop marketing implications related to internet shopping mall.

• Journal of Information Technology Applications and Management
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• v.22 no.2
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• pp.123-148
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• 2015

Today the mobile devices including smart phones have influenced on the users' daily activities in the mobile internet society, and the expansion of social media has also affected on the purchasing behavior of consumers. This study examines whether the quality of corporate twitter, a typical social network service for call centers influences on the customer satisfaction, and brand loyalty. In order to achieve the research goal, the quality of twitter has been divided into four variables; information quality, service quality, system quality, and social quality. The results of our empirical analysis show that the three variables except service quality have significantly influenced on the customer satisfaction and the customer satisfaction also significantly has a casual effect on the brand loyalty. The empirical results are expected as a guideline to contribute on the practical improvement of customer service, satisfaction, and brand loyalty through corporate social network services such as corporate twitters in the future.

• International Commerce and Information Review
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• v.10 no.2
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• pp.433-453
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• 2008

Customer satisfaction and loyalty are becoming an increasing salient topic in many firms and in academic research. This study places significance in establishing corporate marketing strategy via analyzing and understanding purchasing by Korean and Chinese customer, especially those for service store, who serve as the core in marketing activities. To objectives of this study are to investigate which antecedent variables have significant effects on consumer perceived satisfaction or loyalty and to examine whether these factors have differences between Korean and Chinese customer. To test the hypotheses, such antecedent variables as the product quality, service quality, store reputation, store image. All variables are significant factors in both Korean and Chinese customer. Under the current increasingly rapid competitive market, product/service quality, store reputation/image can provide customer satisfaction and loyalty, can generate continual customer expansion of current customer through the reuse intention and can contribute to the expansion of new customers.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.36 no.3
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• pp.79-86
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• 2013

Recently, the number of smartphone users has skyrocketed because of a plenty of useful services that smartphone applications provide. In the Information Systems (IS) literature, however, there has been little understanding about the effects of the service quality of smatphone applications on user satisfaction and loyalty. Thereby, this study examined 1) the effects of the service quality of smartphone applications on users beliefs, perceived usefulness and easiness and 2) the effects of the user beliefs as mediating variables on users' attitude, satisfaction, and loyalty. A survey was conducted and SEM was employed to analyze the data. The results showed that the service quality of smartphone applications affect users' attitude, satisfaction, and loyalty through the mediating variables.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.12 no.2
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• pp.728-735
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• 2011

Recently, as the most people use the high-speed Internet service, it is positioned as a universal service in Korea. Therefore, the competition among service providers is becoming fierce and fierce. The defensive marketing which raise customer loyalty can be an effective method in this case. In this study, we identified the sources of customer loyalty in the high-speed Internet service. The results showed that the satisfaction on the service quality and after service impacts on the customer loyalty positively. We expect that this result will be helpful for practitioners to make customer strategies.

• Journal of Service Research and Studies
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• v.8 no.4
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• pp.31-51
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• 2018

The objective of this study is to suggest the measures for providing the personalized recommendation service, by analyzing the effects of personalized recommendation service of OTT service on the relationship strength and customer loyalty, and also to verify the differences in meanings of personalized recommendation service in accordance with the type of contents. In the results of this study, the personalized recommendation service has significant effects on the customer loyalty with the mediation of relationship strength, and in accordance with the type of contents mainly used by customers, there are differences in the effects of personalized recommendation service on the customers. Personalized recommendation service could be used as a tool for strengthening the relationship by inducing the commitment, which could improve the customer loyalty. When the contents have more active communications with customers, personalized recommendation service could largely contribute to the improvement of loyalty.

• Journal of Global Scholars of Marketing Science
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• v.15 no.1
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• pp.1-20
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• 2005

The object of this study is to explore factors affecting customer satisfaction and customer loyalty of instant messenger service. We propose that service qualities (tangibility, assurance, responsiveness, empathy, reliability) affect customer satisfaction of instant messenger service, customer satisfactions do customer loyalty. As moderating factors of the relationship between customer satisfaction and customer loyalty, switching costs are suggested. To accomplish the object of this study data are collected from instant messenger user by survey research. We analyse the research model using structural equation model and moderated multiple regression. The result are as follows: (1) tangibility and responsiveness affect customer satisfaction. (2) customer satisfaction affects customer loyalty. (3) switching costs moderated the relationship between customer satisfaction and customer loyalty.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.1
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• pp.961-970
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• 2021

This study aims to examine the impact of service recovery in building customer loyalty through the mediating role of customer satisfaction and corporate image. This study also aims to examine the reciprocal relationship between customer satisfaction and corporate image in building customer loyalty. This study uses data from 126 consumers who have received recovery for a service failure in five logistics companies which operates in Southeast Sulawesi in Indonesia, namely; JNEs; J&T Express; Pandu Logistics; MEC; and TiKi. Data was collected using a questionnaire which was then distributed to all respondents via google form. The distribution of respondents at each logistics company provider was as follows: 19 respondents were customers of JNEs; 17 respondents were customers of J&T Express; 32 respondents were customers of Pandu Logistics; 21 respondents were customers of MEC; and 37 respondents were customers of TiKi's. The structural model developed in this study was tested using Partial Least Squared (PLS) method. The research found that service recovery has a direct effect on customer satisfaction and corporate image as positive and significant. Customer satisfaction and corporate image have a reciprocal relationship which then roles in building customer loyalty. Service recovery has an indirect effect on customer loyalty through the mediating role of customer satisfaction and corporate image.