ANTECEDENTS AND CONSEQUENCES OF CUSTOMER SATISFACTION AND LOYALTY: AN EMPIRICAL STUDY OF POPULAR CAFE IN MANDALAY, MYANMAR

This research aims to examine the factors influencing customer satisfaction and loyalty towards the popular cafe in Mandalay, Myanmar. The researcher applied the factors, including perceived customer to employee interaction, perceived service quality, and perceived value. The sample size of this study is 400, and questionnaires are distributed at Mingalar Mandalay Complex. In this study, the researcher applied non-probability sampling methods, including purposive and convenience sampling techniques. The researcher also used the five-point Likert scale, designed as research instruments. To test the hypotheses, the researcher used both simple linear regression and multiple linear regression to analyze and calculate the data.  Based on the research finding, the researcher found that perceived service quality significantly influenced perceived value and perceived customer to employee interaction, and perceived value significantly influenced customer satisfaction except for perceived service quality. Furthermore, perceived value and customer satisfaction significantly influenced customer loyalty

PENGARUH CUSTOMER ENGAGEMENT TERHADAP CUSTOMER LOYALTY : Studi kasus pada Pelanggan Bukalapak di Kota Bandung

Semakin cepatnya perkembangan teknologi di zaman sekarang ini, telah membawa perubahan yang besar bagi kehidupan masyarakat. Berkembangnya teknologi menyebabkan tingginya pengguna internet di Indonesia dan mendorong munculnya banyak marketplace di Indonesia. Dengan semakin banyaknya marketplace di Indonesia menimbulkan semakin tingginya persaingan antar perusahaan. Loyalitas menjadi salah satu kunci perusahaan untuk mempertahankan pelanggannya. Penelitian ini bertujuan untuk mengetahui gambaran customer engagement pada pelanggan Bukalapak di Kota Bandung, mengetahui gambaran customer loyalty pada pelanggan Bukalapak di Kota Bandung, dan memperoleh temuan besarnya pengaruh customer engagement terhadap customer loyalty pada pelanggan Bukalapak di Kota Bandung. Jenis penelitian yang digunakan adalah deskriptif eksplanatif , dan metode yang digunakan adalah metode survei dengan menggunakan teknik simple random sampling dengan jumlah sampel 115 responden. Teknik analisis yang digunakan adalah path analysis dengan alat bantu software komputer SPSS 24.0 for Windows dan Microsoft Excel 2013 for Windows 7. Berdasarkan hasil penelitian secara keseluruhan melalui path analysis menunjukkan hasil perhitungan yang lebih besar daripada yang ada pada tabel. Artinya secara keseluruhan terdapat pengaruh yang signifikan dari customer engagement terhadap customer loyalty. Sebagai usaha untuk meningkatkan loyalitas, pihak perusahaaan perlu meningkatkan layanan sesuai sub variabel pada customer engagement. Kata Kunci : customer engagement, customer loyalty ABSTRACT Nurhasanah (1507196), "The Effect of Customer Engagement on Customer Loyalty (Case Study on Bukalapak Customers in Bandung)". Under the guidance of Prof. Dr. Hj. Ratih Hurriyati, M.P. and Drs. Rd. Dian Herdiana Utama, M.Si. The rapid development of technology in this day and age, has brought great changes to people's lives. The development of technology led to the high internet users in Indonesia and encouraged the emergence of many marketplaces in Indonesia. With the increasing number of marketplaces in Indonesia, there is increasing competition among companies. Loyalty is one of the keys to the company in maintaining its customers. This study aims to determine the description of customer engagement in Bukalapak customers in the city of Bandung, knowing the description of customer loyalty in Bukalapak customers in the city of Bandung, and to find findings of the influence of customer engagement on customer loyalty in Bukalapak customers in the city of Bandung. This type of research is descriptive explanative, and the method used is a survey method using a simple random sampling technique with a sample of 115 respondents. The analysis technique used is path analysis with computer software tools SPSS 24.0 for Windows and Microsoft Excel 2013 for Windows 7. Based on overall research results through path analysis shows the calculation results are greater than those in the table. This means that overall there is a significant influence of customer engagement on customer loyalty. In an effort to increase loyalty, the company needs to improve services according to sub-variables in customer engagement. Keywords: customer engagement, customer loyalt

Marketing relacional y fidelización del cliente del centro estético Almaplasty, Magdalena del Mar, 2019

El objetivo de la tesis ha sido determinar la relación del Marketing relacional y Fidelización del cliente del centro estético Almaplasty, Magdalena del Mar, 2019. Metodológicamente el estudio se ejecutó bajo el diseño no experimental, método deductivo (enfoque cuantitativo), descriptivo - correlacional, dado que se investiga la asociación de ambas variables. La población estuvo conformada por 50 clientes del centro estético, se tuvo como muestra censal, ya que se empleó a todos los clientes. La obtención de datos fue a través de la técnica de la encuesta en base a un cuestionario de 24 preguntas, para ello fueron validados por expertos donde afirmaron su validez. Los resultados que se obtuvieron fueron aplicados a través del programa SPSS 25 donde se pudo evidenciar que existe relación entre el Marketing relacional y Fidelización del cliente del centro estético Almaplasty, Magdalena del mar, 2019, arrojando como resultado el p valor de 0.708 en la correlación de Rho de Spearman presentando una correlación positiva media y además aprobando la hipótesis alterna

PENGARUH INTERPERSONAL RELATIONSHIP DAN CUSTOMER SATISFACTION TERHADAP CUSTOMER LOYALTY: Survei pada Pengguna Aplikasi My Smartfren di Indonesia

Persaingan industri telekomunikasi semakin ketat yang ditandai dengan turunnya customer loyalty. Pengembangan dan pengelolaan customer loyalty menjadi fokus utama bagi perencanaan pemasaran perusahaan, khusunya dalam menghadapi pasar kompetitif dengan pertumbuhan tak terduga. Solusi utama yang harus dilakukan perusahaan adalah dengan menjalin hubungan baik dengan pelanggan dan mempertahankan perusahaan dengan berbagai strategi, yaitu meningkatkan interpersonal relationship dan customer satisfaction. Penelitian ini bertujuan untuk mengetahui gambaran interpersonal relationship pada pengguna aplikasi My Smartfren di Indonesia, mengetahui gambaran customer satisfaction pada pengguna aplikasi My Smartfren di Indonesia, mengetahui gambaran customer loyalty pada pengguna aplikasi My Smartfren di Indonesia, dan memperoleh temuan besarnya pengaruh interpersonal relationship dan customer satisfaction terhadap customer loyalty pada pengguna aplikasi My Smartfren di Indonesia Jenis penelitian yang digunakan adalah deskriptif eksplanatif, dan metode yang digunakan adalah metode survei menggunakan teknik simple random sampling dengan jumlah sampel 149 responden. Teknik analisis data yang digunakan adalah analisis jalur dengan alat bantu software komputer SPSS 25.0 for Windows. Berdasarkan hasil penelitian secara keseluruhan nilai perhitungan yang diperoleh melalui analisis jalur lebih besar dibandingkan dengan yang terdapat pada tabel. Artinya secara keseluruhan terdapat pengaruh yang signifikan dari interpersonal relationship dan customer satisfaction terhadap customer loyalty. Dalam upaya meningkatkan customer loyalty, pihak perusahaan harus senantiasa meningkatkan interpersonal relationship yang baik dan customer satisfaction. Interpersonal relationship, customer satisfaction dan customer loyalty sebagai variabel yang berpengaruh dominan harus tetap dapat dikendalikan secara langsung oleh perusahaan. Kata kunci: Interpersonal relationship, customer satisfaction, customer loyalty.   ABSTRACT Rahmatika Saphira Evani (1603940), “The Effect of Interpersonal Relationship and Customer Satisfaction on Customer Loyalty (Survey on My Smartfren Application User in Indonesian)”. Under the guidance of Prof. Dr. H. Agus Rahayu, M.P. and Drs. H. Rd. Dian Herdiana Utama, M.Si. The competition in the telecommunications industry is increasingly stringent, which is characterized by a decline in customer loyalty. Customer loyalty becomes a thing that cannot be ignored in a company. The main solution that must be done by the company is to establish good relationships with customers and maintain the company with various strategies, is to improve interpersonal relationship and customer satisfaction. This study aims to determine the description of interpersonal relationship on My Smartfren application user in Indonesian, find out the description of customer satisfaction on My Smartfren application user in Indonesian, find out the description of customer loyalty on My Smartfren application user in Indonesian, and obtain the findings of the influence of interpersonal relationship and customer satisfaction on customer loyalty on on My Smartfren application user in Indonesian. The type of research used is descriptive explanative, and the method used is the survey method using simple random sampling technique with a sample of 149 respondents. The data analysis technique used is path analysis with SPSS 25.0 for Windows computer software tools. Based on the results of the overall research the value of the calculation obtained through path analysis is greater than that found in the table. This means that overall there is a significant effect of interpersonal relationship and customer satisfaction on customer loyalty. In an effort to increase customer loyalty, the company must always increase good interpersonal relationship and customer satisfaction. Interpersonal relationship, customer satisfaction and customer loyalty as the dominant influential variable must still be directly controlled by the company. Keywords: Interpersonal relationship, customer satisfaction, customer loyalt

CUSTOMER LOYALTY FROM PERSPECTIVE OF MARKETING MIX STRATEGY AND CUSTOMER SATISFACTION A study from Grab - Online Transportation in Era of Industrial Revolution 4.0

ABSTRACT. This study aims to examine and analyze the influence of marketing mix 7P (product, price, promotion, place, people, physical evidence, and process) on costumer loyalty with the mediating role of customer satisfaction. A lesson from case of overlapping online transportation user base in Indonesia, specificly from Grab’s Consumer perspective. The research was design by using conclusive experiment, in casual type, with quantitative and survey methods. The sampling method used is sampling judgmental and the data was analized by SEM-PLS with WarpPLS 6.0. Data was taken by giving questionaire to 406 respondents. Respondents are Grab’s consumer. The result shows that the variable such as price, promotion, place, people, and process were significantly positif give effect to customer satisfaction, and customer satisfaction affected customer loyalty positifly and significantly.  In other hand, product and physical evidence were not significantly give effect. Adjusted R-squared coefficients of customer satisfaction and customer loyalty were 0,540 and 0,512 which means 54% of customer satisafction can be made by marketing mix variables and 51,2% of customer loyalty can be made by customer satisfaction. The future research in the same topic can use probability sampling method, especially stratified random sampling, and researcher can compare to another ASEAN countries’ data to enhance the more meaningful insight.Key words: marketing mix, customer satisfaction, customer loyalty, online transportation. ABSTRAK. Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh bauran pemasaran 7P (product, price, promotion, place, people, physical evidence, and process) terhadap loyalitas pelanggan dengan peran mediasi kepuasan pelanggan. Pelajaran dari kasus tumpang tindih basis pengguna transportasi online di Indonesia, khususnya dari perspektif konsumen Grab. Penelitian ini dirancang dengan menggunakan eksperimen konklusif, dalam tipe kasual, dengan metode kuantitatif dan survei. Metode pengambilan sampel yang digunakan adalah sampling judgmental dan data dianalisis dengan SEM-PLS menggunakan bantuan WarpPLS 6.0. Data diambil dengan memberikan kuesioner kepada 406 responden. Responden adalah konsumen Grab. Hasil penelitian menunjukkan bahwa variabel seperti price, promotion, place, people, dan process berpengaruh positif signifikan terhadap kepuasan pelanggan, dan kepuasan pelanggan mempengaruhi loyalitas pelanggan secara positif dan signifikan. Di sisi lain, product dan physical evidence tidak berpengaruh signifikan. Koefisien Adjusted R-squared pada kepuasan pelanggan dan loyalitas pelanggan adalah 0,540 dan 0,512 yang berarti 54% dari kepuasan pelanggan dapat dibuat oleh variabel bauran pemasaran dan 51,2% dari loyalitas pelanggan dapat dibentuk oleh kepuasan pelanggan. Penelitian di masa depan dalam topik yang sama dapat menggunakan metode sampling probabilitas, khususnya pengambilan sampel bertingkat, dan peneliti dapat membandingkan dengan data negara-negara ASEAN lainnya untuk meningkatkan masukan yang lebih bermakna.Kata kunci: Kepuasan pelanggan, Kualitas layanan, loyalitas pelanggan, transportasi online.

The Effect of Perception of Health Care Service Quality on Patient Satisfaction and Loyalty in Mother and Child Hospital

This article aims to study the effect of perception of health care service quality on patient satisfaction and loyalty in mother and child hospital. The researcher tried to identify the effect and relationship of each variable. Data collected through an accidental sampling technique among 50 samples in two hospitals in Surabaya, and the data were analyzed using path analysis. The result suggests that the perception of health care service quality does not significantly have a positive effect on patient loyalty. At the same time, there are significant and positive effects on the relationship between the perception of health care service quality and patient satisfaction. Patient satisfaction significantly has a positive effect on patient loyalty. Furthermore,  patient satisfaction as a mediator variable mediates the relationship between the perception of health care service quality and patient loyalty. These findings emphasize the importance of these aspects to develop a better mother and child hospital

Agent-based model of broadband adoption in unserved and underserved areas

In the last two decades, demand for broadband internet has far outpaced its availability. The Federal Communications Commission’s (FCC) 2020 Broadband Deployment report suggests that at least 22 million Americans living in rural areas lack access to broadband internet. With the COVID-19 pandemic affecting normal life, there is an overwhelming need to enable unserved and underserved communities to adapt to the “new normal”. To address this challenge, federal and state agencies are funding internet service providers (ISPs) to deploy infrastructure in rural communities. However, policymakers and ISPs need open-source tools to predict take-rates of broadband service and formulate effective strategies to increase the adoption of high-speed internet. We propose using an agent-based model grounded in “The Theory of Planned Behavior” -- a long-established behavioral theory that explains the consumer’s decision-making process. The model simulates residential broadband adoption by capturing the interaction of a broadband service’s attributes with consumer preferences. We demonstrate the model’s performance, present a case study of an unserved area, and perform a sensitivity analysis. The major findings support the appropriateness of using theoretically based agent-based models to predict take-rates of broadband service. We also find that the take-rates are highly influenced by presence of existing internet users in the area as well as affordable or subsidized prices. In the future, this model can be extended to study the impact of online education, telecommuting, telemedicine, and precision agriculture on a rural economy. This type of simulation can guide evidence-based decision-making for infrastructure investment based on demand as well as influence the design of market subsidies that aim to reduce the digital divide --Abstract, page iii

Influência da capacidade de resposta, da qualidade e da empatia na satisfação dos provedores de serviços de Internet

This research provides elements for the development of a conceptual model of the effect that sensitivity and empathy have on the perception of quality and satisfaction when hiring internet service providers in the south of the State of Quintana Roo, Mexico. The objective of the study is to understand how sensitivity, empathy, and quality affect the satisfaction of customers of Internet service providers. The non-probabilistic "snowball" sampling technique was used to integrate a sample of 384 users who provided information through the survey technique. An empirically tested model was developed using the structural equation model to analyze the impact of variables on satisfaction. The results show that the quality of the Internet provider is highly influenced by the empathy of the staff and by the sensitivity, all these factors directly and positively affect customer satisfaction, more important the perceived value of empathy that can affect the opinion of the user, which is relevant because it helps to understand why customers stay with a particular service provider.Este trabajo proporciona elementos para el desarrollo de un modelo conceptual del efecto que presentan la sensibilidad y la empatía sobre la percepción de calidad y la satisfacción, al momento de contratar a proveedores de servicios de internet en el sur del Estado de Quintana Roo, México. El objetivo del estudio es comprender cómo afecta la sensibilidad, la empatía y la calidad sobre la satisfacción de los clientes de los proveedores de servicios de Internet. Se utilizó la técnica de muestreo no probabilístico “bola de nieve” para integrar una muestra de 384 usuarios que proporcionaron información mediante la técnica de encuesta. Se desarrolló un modelo probado empíricamente utilizando el modelo de ecuaciones estructurales para analizar el impacto de las variables en la satisfacción. Los resultados muestran que la calidad del proveedor de internet se encuentra altamente influenciada por la empatía del personal y por la sensibilidad, todos estos factores inciden de manera directa y positiva en la satisfacción del cliente, siendo más importante el valor percibido de la empatía que puede afectar en la opinión del usuario, lo que es relevante porque ayuda a comprender por qué los clientes se quedan con un proveedor de servicios en particular.Este artigo fornece elementos para o desenvolvimento de um modelo conceitual do efeito da sensibilidade e da empatia na percepção da qualidade e da satisfação ao contratar provedores de serviços de Internet no sul do estado de Quintana Roo, México. O objetivo do estudo é entender como a sensibilidade, a empatia e a qualidade afetam a satisfação do cliente com os provedores de serviços de Internet. A técnica de amostragem não probabilística "bola de neve" foi usada para integrar uma amostra de 384 usuários que forneceram informações por meio da técnica de pesquisa. Um modelo testado empiricamente foi desenvolvido usando modelagem de equação estrutural para analisar o impacto das variáveis na satisfação. Os resultados mostram que a qualidade do provedor de Internet é altamente influenciada pela empatia e pela capacidade de resposta da equipe, todas com impacto direto e positivo na satisfação do cliente, sendo que o valor percebido da empatia é mais importante e pode afetar a opinião do usuário, o que é relevante porque ajuda a entender por que os clientes permanecem com um determinado provedor de serviços

An empirical investigation of the factors affecting customer lifetime value

Purpose. The main objective of this paper is to investigate the factors affecting customer lifetime value (CLV) for Internet service providers in Jordan, namely, technical quality, functional quality, brand credibility, confidence benefits, special treatment benefits, customer satisfaction and commitment. Design/methodology/approach. An online survey was conducted involving a sample of 481 respondents. SPSS was used to analyse the data and test the proposed relationships, while SmartPLS was used to examine the robustness of our results. Findings. Results showed that confidence benefits, special treatment benefits and brand credibility had a significant and positive impact on customer satisfaction and commitment, with brand credibility appearing as the most influential factor leading to customer satisfaction and commitment, and ultimately CLV. Furthermore, research reveals an insignificant relationship between functional quality, technical quality and customer satisfaction. Practical implications. Services' providers seeking to increase CLV need to build strong and sustainable relationships with their customers. Originality/value. This study incorporates a set of crucial customer relationship management strategies that could be universally applied to enhance customers benefits and business performance. This is also the first study of its kind conducted in the Middle East, particularly in Jordan

Marketing relacional y fidelización del cliente en la empresa LAKASSA S.R.L - distrito de S.J.L.

En relación con el objetivo principal de la investigación fue determinar la relación que existe entre marketing relacional y fidelización en la empresa Lakassa S.R.L. distrito S.J.L. La cual los autores principales fueron rosendo & laguna de la primera variable y alcaide de la segunda variable. El diseño fue no experimental de corte transversal, nivel descriptivo correlacional y enfoque cuantitativo. Los datos se han procesado por el spss 21 que se obtiene como resultado el alfa de cronbach de 0.862 para la primera variable y 0.849 para la fidelización del cliente. la población estuvo conformada por 100 clientes de la empresa Lakassa S.R.L., sin embargo, se tomó solo a 35 clientes fidelizados, ya que son clientes fijos, que serán evaluados mediante la técnica de la encuesta y la utilización del cuestionario. Los clientes fueron comerciantes ferreteros. El resultado que se obtuvo fue que ambas variables tienen una relación significativa, donde la contrastación de hipótesis de ambas variables se obtiene como resultado en la prueba de coeficiente de correlación de spearman 0.926, que muestra que es una correlación positiva muy alta, con un Sig. 0.000, la cual se concluye que si hay relación entre ambas variables para la empresa Lakassa S.R.L. del distrito de San Juan de Lurigancho