Factors Affecting Customer Loyalty in Products

Jefry Romdonny, maskarto lucky nara rosmadi

Abstract


This study aims to determine the factors that can influence consumers have loyalty to a product produced by a company. The research method used is a qualitative method with a descriptive analytical approach. From the results of research conducted, it is known that customer loyalty is needed by producers, especially to market their products as well as the commitment of management to provide satisfactory service and quality products needed by consumers. The role of the government is often needed especially to overcome the high price of production raw materials because it is still imported from abroad.

Keywords


customer loyalty; brand image; product quality

Full Text:

PDF

References


Mohamad Dimyati and N. Ari Subagio, "Impact of Service Quality, Price, and Brand on Loyalty with the mediation of Customer Satisfaction on Pos Ekspres in East Java," Mediterranean Journal of Social Sciences, vol. 7, no. 4, pp. 74-86, 2016.

Santrianimatina Anjani Djumarno and Said Djamaluddin, "Effect of Product Quality and Price on Customer Loyalty through Customer Satisfaction," International Journal of Business and Management Invention (IJBMI), vol. 7, no. 8 Ver. I, pp. 12-20, August 2018.

Mohsen Shafiei Nikabadi, Maedeh Dehghan, and Maraym Farmanian Arani, "The effect of knowledge management strategies on performance of new product development in knowledge-based companies," Indian Journal of Science and Technology, vol. 8, no. S7, pp. 263-277, April 2015.

James L. Heskett, "Beyond Customer Loyalty," Managing Service Quality: An International Journal, vol. 12, no. 6, pp. 355-357, 2002.

Daniel Onwonga Auka, J.N. Bosire, and V. Matern, "Perceived service quality and customer loyalty in retail banking in Kenya," British Journal of Marketing Studies, vol. 1, no. 3, pp. 32-61, January 2013.

Mohamad Noorman Masrek, Normah Binti Omar, Nora'ayu Ahmad Uzir, and Irni Eliana Khairuddin, "Mobile Banking Utilizations, Satisfaction and Loyalty: A Case Study of Malaysian Consumers," Science Series Data Report, vol. 4, no. 12, pp. 20-29, December 2012.

Naif Mutlaq Al Otaibi and Kausar Yasmeen, "An Overview of Customer loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores," Journal of Entrepreneurship and Business Innovation, vol. 1, no. 1, pp. 79-122, March 2014.

Mustafa I. Eid, "Determinants of e-commerce customer satisfaction, trust, and loyalty in Saudi Arabia," Journal of Electronic Connerce Research, vol. 12, no. 1, pp. 78-93, January 2011.

Lien Ti Bei and Yu-Ching Chiao, "An Integrated Model for The Effects of Perceived Product, Perceived Service Quality, and Perceived Price Fairness on Consumer Satisfaction and Loyalty," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, vol. 14, pp. 125-140, February 2001.

Tinik Sugiarti, Armanu Thoyib, Djumilah Hadiwidjojo, and Margono Setiawan, "The Role of Customer Value on Satisfaction and Loyalty (Study on Hipermart’s Customer)," International Journal of Business and Management Invention, vol. 2, no. 6, pp. 65-70, June 2013.

Jochen Wirtz, "Halo in customer satisfaction measures: The role of purpose of rating, number of attributes and customer involvement," International Journal of Service Industry Management, vol. 14, no. 1, pp. 96-119, 2003.

M. Fathollahzadeh, A. Hashemi, and Mohammad Safari, "Designing a new model for determining customer value satisfaction and loyalty towards banking sector of Iran," European Journal of Economics, Finance and Administrative Sciences, vol. 28, no. 1, pp. 126-138, January 2011.

Manoj Edward, Babu George, and Sudipta Kiran Sarkar, "The impact of switching costs upon the service quality–perceived value–customer satisfaction–service loyalty chain: a study in the context of cellular services in India," Services Marketing Quarterly, vol. 31, no. 2, pp. 151-173, March 2010.

Mamoun N. Akroush, Amjad Abu ELSamen, Motteh Saleh Al-Shibly, and Fayez M. Al-Khawaldeh, "Conceptualisation and development of customer service skills scale: an investigation of Jordanian customers," International Journal of Mobile Communications, vol. 8, no. 6, pp. 625-653, January 2010.

Gordon Fullerton and Shirley Taylor, "Mediating, Interactive, and Non Linear Effects in Service Quality and Satusfaction with Services Research," Canadian Journal of Administrative Science, vol. 19, no. 2, pp. 124-136, June 2002.

Albert Caruana, "Service loyalty: The effects of service quality and the mediating role of customer satisfaction," European Journal of Marketing, vol. 36, no. 7/8, pp. 811-828, 2002.

Farai Chigora and Promise Zvavahera, "Awareness completes brand loyalty: Reality of Zimbabwe Tourism Destination," Business and Management Horizons, vol. 3, no. 2, pp. 60-69, November 2015.

Kong Cheen Lau and Ian Phau, "Extending symbolic brands using their personality: examining antecedents and implications towards brand image fit and brand dilution," Psychology and Marketing, vol. 24, no. 5, pp. 421-444, May 2007.

Natalia Rubio, Javier Oubina, and Nieves Villasenor, "Brand awareness–Brand quality inference and consumer’s risk perception in store brands of food products," Food and Preference, vol. 32, pp. 289-298, March 2014.

Mbaye Fall Diallo, Jean-Louis Chandon, Gerard Cliquet, and Jean Philippe, "Factors influencing consumer behaviour towards store brands: evidence from the French market," International Journal of Retail & Distribution Management, vol. 41, no. 6, pp. 422-441, June 2013.

Afak Ahmed Khan, Saneela Jadoon, and Naqash Ahmad Khan Tareen, "Impact of Advertising on Brand Awareness and Commitment in Female Apparel Industry," International Journal of Academic Research in Business and Social Sciences, vol. 6, no. 3, pp. 79-94, April 2016.

H.K Chi, Huery Ren Yeh, and Y.T. Yang, "The Impact of Brand Awareness on Consumer Purchase Intention: The Mediating Effect of Perceived Quality and Brand Loyalty," The Journal of International Management Studies, vol. 4, no. 1, pp. 135-144, January 2009.

Crentsil Kofi Agyekum, Huang Haifeng, and Amma Agyeiwaa, "Consumer Perception of Product Quality," Microeconomics and Macroeconomics, vol. 3, no. 2, pp. 25-29, July 2015.

Mohammad Majid Mehmood Bagram and Shahzad Khan, "Attaining Customer Loyalty! The Role of Consumer Attitude and Consumer Behavior," International Review of Management and Business Research, vol. 1, no. 1, pp. 1-8, December 2012.

Petr Suchanek, Jiri Richter, and Maria Kralova, "Customer Satisfaction, Product Quality and Performance of Companies," Review of Economic Perspectives, vol. 14, no. 4, pp. 329-344, January 2014.

Peter Halim, Bambang Swasto, Djamhur Hamid, and M. Riza Firdaus, "The Influence of Product Quality, Brand Image, and Quality of Service to Customer Trust and Implication on Customer Loyalty (Survey on Customer Brand Sharp Electronics Product at the South Kalimantan Province)," European Journal of Business and Management, vol. 6, no. 29, pp. 159-166, 2014.

John E. Hogan, Katherine N. Lemon, and Barak Libai, "What is the true value of a lost customer?," Journal of Service Research, vol. 5, no. 3, pp. 196-208, 2003.

Laiq Muhammad Khan and Rizwan Ahmed, "A Comparative Study of Consumer Perception of Product Quality: Chinese versus Non-Chinese Products," Journal of PJETS, vol. 2, no. 2, pp. 118-143, June 2012.

Yan Ma, Jianxun Ding, and Wenxia Hong, "Delivering Customer Value Based an Service Process: The Example of Tesco.com," International Business Research, vol. 3, no. 2, pp. 131-135, July 2010.

Eugene W. Anderson and Mary W. Sullivan, "The antecedents and consequences of customer satisfaction for firms," Marketing Science, vol. 12, no. 2, pp. 125-143, 1993.

Claes Fornell, "A national customer satisfaction barometer: The Swedish experience," The Journal of Marketing, vol. 56, no. 1, pp. 6-21, January 1992.

Qais Almaamari, A. Hashemi, Bassam A. Aljamrh, and Abdo Hasan Al-Harasi, "The Relationship Between Total Quality Management Practices and Individual Readiness for Change at Petroleum Exploration and Production Authority in Yemen," International Journal of Business and Industrial Marketing, vol. 2, no. 6, pp. 48-55, January 2017.

Mamoun N. Akroush, Samer M. Al-Mohammad, Majdy I. Zuriekat, and Bayan N. Abu-Lail, "An empirical model of customer loyalty in the Jordanian mobile telecommunications market," International Journal of Mobile Communications, vol. 9, no. 1, pp. 76-101, January 2011.

Manilall Dhurup, Chengedzai Mafini, and Tshepiso Dumasi, "The impact of packaging, price and brand awareness on brand loyalty: Evidence from the paint retailing industry," Acta Commercii, vol. 14, no. 1, pp. 1-9, April 2014.

Ismail Razak, Nazief Nirwanto, and Boge Triatmanto, "The Impact of Product Quality and Price on Customer Satisfaction with the Mediator of Customer Value," Journal of Marketing and Consumer Research, vol. 30, pp. 59-68, 2016.

Mohammad Akbar, "Three Competing Models on Customer Loyalty in the Context of Mobile Subscribers," International Journal of Marketing Studies, vol. 5, no. 4, pp. 42-58, 2013.

Claudia Bobalca, "Determinants of Customer Loyalty. A Theoretical Approach," Economy & Business Journal, vol. 8, no. 1, pp. 995-1005, 2014.

Patricia M. Doney and Joseph P. Cannon, "An Examination of the Nature of Trust in Buyer-Seller Relationships," Journal of Marketing, vol. 61, no. 2, pp. 35-51, April 1997.

Maskarto Lucky Nara Rosmadi, "Factors in Developing Creative Industry," Budapest International Research and Critics Institute-Journal (BIRCI-Journal), vol. 1, no. 4, pp. 64-69, December 2018.




DOI: https://doi.org/10.33258/birci.v2i1.201

Article Metrics

Abstract view : 1376 times
PDF - 455 times

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

 

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.