Customer Loyalty Evaluation Model Based on Improved Particle Swarm Algorithm

The development of online shops in several e-commerce makes changes the pattern of public consumption. Seeing the increasing consumer needs and the number of online businesses that have sprung up, this has triggered the need for freight forwarding companies to also increase. The purpose of this study was to analyze the effect of the quality of service, trust and company image on customer loyalty with customer satisfaction as an intervening variable in Sicepat Ekspres in Depok City. The method of analysis in this study uses primary data. The data obtained came from questionnaires distributed to 210 respondents, namely SiCepat Ekspres customers in Depok City. Samples were taken using purposive sampling technique. The analytical tool used in this study is SmartPLS version 3.0 by conducting validity tests (Convergent Validity, Discriminant Validity, Average Variance Extracted (AVE), Reliability Test (Composite Reliability and Cronbach’s Alpha), R Square, and Path Coefficient. The results of the study are seen from path coefficient shows that Service Quality has a significant effect on Customer Satisfaction, Trust has no effect on Customer Satisfaction, Corporate Image has a significant effect on Customer Satisfaction, Service Quality has no effect on Customer Loyalty, Trust has no effect on Customer Loyalty, Corporate Image has no effect on Customer Loyalty, Customer Satisfaction has a significant effect on Customer Loyalty, The influence of Service Quality has a significant effect on Customer Loyalty with Customer Satisfaction, Trust has no effect on Customer Loyalty with Customer Satisfaction, Corporate Image has a significant effect on Customer Loyalty with Customer Satisfaction.

PurposeSince banks do not sell tangible products, they rely heavily on customer interactions and retention, which requires service quality, customer satisfaction and customer loyalty. Banks must innovate and develop new services and expand customer engagement efforts beyond stores, kiosks, direct mail and websites to include social media, mobile applications and location-based services in order to meet their customers’ growing demands. A multi-channel strategy that integrates the offline and online presences of banks can increase quality, customer satisfaction and loyalty. This paper aimed to use a service quality scale to: (1) examine the association between service quality and customer satisfaction; (2) examine the association between customer satisfaction and customer loyalty; (3) examine the indirect association between service quality and customer loyalty through customer satisfaction; and (4) examine the mediation effect of multi-channel integration quality in the relationships between service quality, customer satisfaction and customer loyalty.Design/methodology/approachThe data was obtained from banks in Saudi Arabia. The analysis was based on an online survey of 265 Saudi bank customers. The multi-channel integration quality model and Statistical Package for the Social Sciences (SPSS) were used to test the proposed hypothesis and conduct the analysis.FindingsThe results found that there was a statistically significant link between service quality and customer satisfaction in the Saudi banking industry. Service quality did not directly affect customer loyalty. When multi-channel integration quality was moderate to high, service quality affected customer loyalty through customer satisfaction. For service quality and customer loyalty in the Saudi banking sector to be achieved, customers must be satisfied, but also the bank’s brand must manage the quality of integration channels provided to them with care, and thus branding plays a key role in achieving customer loyalty in the Saudi banking sector.Originality/valueThe academic community has provided little evidence to support how the relationships between constructs such as service quality, customer satisfaction, customer loyalty and multi-channel integration quality apply to the Saudi banking sector. A conceptual framework was proposed to show how these constructs affect the Saudi banking sector. An empirical study was conducted to see how the framework held up in banking settings. The conceptual framework serves to advance the fields of business and management and banking and their respected literature, as well as advance the understanding of multi-channel integration in boosting customer satisfaction and loyalty through high service quality in the Saudi banking sector.

Banking sector strives to retain their customers by satisfying their needs and try to develop long term strategies in order to form satisfied and loyal customers base. Service quality and corporate image are significant elements contribute towards customer’s satisfaction and loyalty. Therefore, current study attempts to investigate the relationship among Corporate Image, Service Quality, customer satisfaction and customer loyalty with the moderating impact of complaint handling. By adopting convenience sampling technique, data was collected through self-administered questionnaire from 213 banking sector customers. Hypothesized relationships in conceptual model were analyzed through statistical package for social sciences (SPSS). The findings unveiled that corporate image and service quality have a significant influence on customer loyalty via customer satisfaction. Moreover, moderating effect of complaint handling on the relationship of customer satisfaction and customer loyalty is evidenced from the current study. This study offers a greater understanding of the underlying processes (i.e., corporate image and service quality) which works through to contribute towards customer loyalty by customer satisfaction.

Abstract-The hospitality industry in Legian and its surroundings is experiencing a rapid development. This results in a higher competition. Padma Resort Legian is one of the hotels that is able to well maintain customers based on comparison data with hotel competitors. This study aims to determine the effect of service quality and marketing mix on customer satisfaction and loyalty at Padma Resort Legian. Research respondents are customers from overseas with a minimum age is of 17 years staying at Padma Resort Legian. The number of respondents were 100 persons, covering male and female. Data were analysed using Partial Least Square analysis (PLS version 3). The result of the study shows that service quality has no significant effect on customer loyalty; service quality has no significant effect on customer satisfaction; marketing mix has significant effect on customer loyalty; marketing mix has significant effect on customer satisfaction; and satisfaction significantly influence customer loyalty. The implication of this research is Padma Resort Legian should pay attention to the indicators of marketing mix for satisfaction increase in order to increase customer loyalty, that is by locating the marketing mix in strategic location and comfortable, spacious and comfortable hotel room. Hotel interior gives psychological comfort to the guests; the ordering and payment process is done easily; the customer gets clear information from various sources, the hotel has skilled and competent employees who are able to provide good service to the customers and the price according to the quality is received by customers. Keywords: Customer Loyalty; Customer Satisfaction; Marketing Mix; Service Quality.

Customer satisfaction, retention, and loyalty are essential for a positive return on sales in the insurance industry. This study examines the key determinants of customer loyalty among long‑term insurance consumers in Namibia. The mediating role of customer satisfaction was also examined in the relationship between the specified exogenous variables and customer loyalty. A quantitative approach was adopted using a cross‑sectional survey to establish the structural determinants of loyalty among long‑term insurance consumers in Namibia. An explanatory research design was incorporated to explain the mediating role of customer satisfaction in the relationship between customer awareness and customer loyalty, customer protection and customer loyalty, as well as service quality and customer loyalty in Namibia. The target population (18,205) of this study comprised consumers of long‑term insurance products in Windhoek, Namibia. A structured questionnaire was administered to 406 respondents using a convenience sampling technique. The formulated hypotheses were assessed using variance‑based structural equation modeling. The results show that customer satisfaction exerts a direct effect on customer loyalty, while customer protection and service quality exert an indirect influence on customer loyalty in the insurance industry. Therefore, efforts should be geared towards customer awareness of long‑term insurance products to enhance the uptake of such products for customer satisfaction and customer loyalty in the insurance industry.

Purpose: This paper examines whether customer experience has an influence on customer loyalty in a multichannel banking environment. Design/Method/Approach: The study used a sample of 466 bank customers in Durban, South Africa. Data from the survey of the bank customers was analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM), and a theoretical model was created and empirically tested. Findings: The study findings indicate that the relationship between customer experience and customer loyalty is mediated by service quality and customer satisfaction. The theoretical model developed indicates that customer loyalty can be achieved by improving customer experiences, enhancing service quality and improving customer satisfaction. Theoretical Implications: The study enhances theoretical understanding by demonstrating that the relationship between customer experience and loyalty is mediated by service quality and customer satisfaction. It highlights the importance of viewing customer experience as a multidimensional construct in multichannel banking. Practical Implications: The findings suggest that banks can improve customer loyalty by enhancing customer experience through better service quality and satisfaction. This requires integrating digital and traditional service channels and continuously improving customer touchpoints. Originality/Value: The success of service companies depends on their ability to build a loyal customer base, which can be achieved by delivering customer experiences that blend the different channels. Research Limitations/Future Research: The implication is that banks must exploit ways of improving customer experience as well as leveraging on customer satisfaction and service quality to enhance loyalty. Paper Type: Empirical JEL Classification: D12, G21, L81, M31

In order to boost customer satisfaction and loyalty, Indonesia's free market forces business owners to raise prices and service quality. At Graha Air Refill Tirta Segah Trenggalek, This study uses customer satisfaction as an intervention to determine the relationship between price, service quality, and customer loyalty. This study, which took a quantitative approach, utilized associative research. The people who bought Graha Water Refill Tirta Segah Trenggalek were the people in this study, and 100 samples were taken from them. The sampling was done using purposeful sampling, and the research time was from Agust to September 2022. For data collection, a Google Form-based online questionnaire was utilized. According to the findings of this study, price has a positive and significant impact on customer loyalty, service quality has a positive and significant impact on customer satisfaction, and service quality does not have a significant impact on customer loyalty. Price also has a positive and significant impact on customer loyalty, customer satisfaction has a positive and significant impact on customer loyalty, and service quality does not have a significant impact on customer loyalty. cost through client steadfastness and customer loyalty at Graha Air Top off Tirta Segah Trenggalek.
 Keywords: Price; quality of service; customer satisfaction; and repeat business

Competition of airline industry in Indonesia is not only due to globalization, but more because customers are increasingly savvy, price conscious and demanding. Garuda Indonesia as the first airline in Indonesia felt the impact of competitive domestic flight services in Indonesia. Currently the market share of Garuda Indonesia for domestic flights in Indonesia get second rank after the Lion Air who earned a market share of 30 percent. Decline in market share caused by the decline in customer satisfaction on Garuda Indonesia that caused by poor corporate image and price unfairness. Of course this is a lesson for Garuda Indonesia to increase customer satisfaction and loyalty through price fairness and corporate image. This study aims to determine the effect of price fairness and corporate image on customer satisfaction and customer loyalty of Garuda Indonesia's customer in Denpasar (Studies on Garuda Indonesia domestic flight services' customers in Denpasar). The population of this study was all Garuda Indonesia domestic flight passengers, while the sample in this study was 140 respondents using purposive sampling technique for sample determination. To answer the research problem and research hypothesis testing the analytical techniques used Structural Equation Modelling (SEM) using AMOS aid 16. The results showed that 1) the price fairness does not affect customer satisfaction, 2) Corporate image affects customer satisfaction, 3) customer satisfaction affects loyalty, 4) the prices fairness has no effect on customer loyalty, 5) corporate image does not affect on customer loyalty and 6) overall, customer satisfaction is the only construct that can affect customer loyalty.

In order to boost customer satisfaction and loyalty, Indonesia's free market forces business owners to raise prices and service quality. At Graha Air Refill Tirta Segah Trenggalek, This study uses customer satisfaction as an intervention to determine the relationship between price, service quality, and customer loyalty. This study, which took a quantitative approach, utilized associative research. The people who bought Graha Water Refill Tirta Segah Trenggalek were the people in this study, and 100 samples were taken from them. The sampling was done using purposeful sampling, and the research time was from Agust to September 2022. For data collection, a Google Form-based online questionnaire was utilized. According to the findings of this study, price has a positive and significant impact on customer loyalty, service quality has a positive and significant impact on customer satisfaction, and service quality does not have a significant impact on customer loyalty. Price also has a positive and significant impact on customer loyalty, customer satisfaction has a positive and significant impact on customer loyalty, and service quality does not have a significant impact on customer loyalty. cost through client steadfastness and customer loyalty at Graha Air Top off Tirta Segah Trenggalek.

This study analyzes the effect of customer satisfaction and service quality on customer loyalty in GO-JEK, mediated by perceived value, corporate image, and corporate reputation. The sample consists of 150 respondents aged over 17 years and Gojek users. Data were collected using a closed-ended questionnaire with a five-point Likert scale and analyzed using Structural Equation Modeling (SEM) based on Partial Least Square (PLS) with SmartPLS 3. The results show that customer satisfaction, service quality, corporate image, and corporate reputation positively affect Gojek customers' perceived value. Corporate image also directly influences customer loyalty, while corporate reputation is not significant. Perceived value enhances customer loyalty. Service quality and corporate image act as mediators in this relationship, whereas customer satisfaction and corporate reputation do not mediate the effect.

BTKLPP Class I Palembang is a central government agency where one of the main tasks and functions is to provide health services. Health service providers are required to always provide good service to improve the quality of their services so that customer trust is always given to health service providers so that it can have an impact on customer satisfaction and loyalty. This is also important regarding the existence of competitors or competitors who provide similar services. This study aims to analyze the determinants of service quality and customer satisfaction on customer loyalty in BTKLPP Class I Palembang. The research design used is descriptive research with a cross-sectional approach. The population in this study are all customers or consumers who have used the services of BTKLPP Class I Palembang in 2021, then the research sample was obtained from the results of calculations using the Slovin formula as many as 100 samples. The results showed that there was a significant relationship between service quality and customer satisfaction on customer loyalty (p-value = 0.000) with a service quality correlation coefficient value of 0.654 and a customer satisfaction correlation coefficient of 0.711, meaning that an increase in the value of service quality and customer satisfaction will increase the value of customer loyalty. Based on the results of statistical testing in this study, it was found that only Customer Satisfaction had a partial effect on Customer Loyalty (p-value = 0.000), while Service Quality had no partial effect on Customer Loyalty (p-value > 0.05). Service Quality and Customer Satisfaction simultaneously affect customer loyalty by 48.2%, while the remaining 51.8% is the influence of other factors outside of this study.

PurposeThe purpose of this study is to investigate the influential factors of customer loyalty to Islamic banks, namely, service quality, customer satisfaction, customer engagement and religiosity.Design/methodology/approachThis study is a survey of 335 Islamic bank customers in West Sumatra, Indonesia. This research deployed purposive sampling and analyzed the data by using covariance-based structural equation modeling.FindingsService quality has a positive and significant impact on customer satisfaction. Religiosity has a significant and negative moderating impact on the service quality–customer satisfaction relationship. Service quality has no significant influence on customer loyalty. Customer satisfaction is a significant antecedent of customer engagement and loyalty. Finally, customer engagement has a significant and positive effect on customer loyalty.Research limitations/implicationsThis study is a combination of cross-sectional and a single-country case. Accordingly, the results may not be representative of other countries. Similar studies in longitudinal data collection are conducted in other countries (e.g. ASEAN countries), which would therefore be worthwhile. Some antecedents of customer loyalty have been neglected in this study (e.g. customer value co-creation and customer commitment); hence, the future study may investigate those factors.Practical implicationsBy considering these Islamic banks’ antecedents, the Islamic banks might enhance their customer loyalty. Also, this study has revealed the moderating role of religiosity in a loyalty relationship. Therefore, it will give insights for the Islamic bank managers in decision-making.Originality/valueThis study has revealed the moderating role of religiosity on the link between service quality and customer satisfaction in Islamic banks, which is, to the authors’ knowledge, neglected in the previous studies. The customers with high religiosity will have a higher standard of satisfaction and demand a better service quality than the customers with low religiosity. This study has also examined the relationships between service quality, religiosity, customer satisfaction, customer engagement and loyalty as a whole, which have been limited previously.

Artificial intelligence (AI), as a tool to enhance operational efficiency and improve customer experience, has rapidly reshaping service and the pervasive integration of intelligent systems into commercial ecosystems has fundamentally redefined value co-creation mechanisms. Prior research has confirmed that the customer satisfaction and loyalty is expected to be critical factors for the success of business. Meanwhile, product quality has been proven to shift service quality as one of the most crucial drivers for customer satisfaction and loyalty across all industries. However, the number of current studies show that most customers prefer human interactions rather than AI services. Thus, understanding the drivers behind how customer loyalty evolves when it comes to AI services is therefore crucial. This study presents a cross-sectional study based on questionnaire survey data from the Chinese market to investigate whether and how the service quality of AI affects customer loyalty. Specifically, the research takes customer interaction uncertainty as a moderating variable and constructs a conceptual model of the relationship between AI service quality, customer satisfaction, and customer loyalty. A regression analysis is performed to unravel the mechanism of the model mentioned above by using the data collected from 466 respondents in a cross-sectional study. The findings indicate that AI services have a profound positive impact on customer loyalty and customer satisfaction plays an intermediary role between them. Furthermore, customer participation moderates the relationship between AI service quality and customer satisfaction.

This study explores the influence of brand trust, service quality, and price on purchase decisions and customer loyalty in the Gold Bullion investment sector at PT. Pegadaian, with a particular focus on the moderating role of customer satisfaction. The research aims to provide a comprehensive conceptual framework that links these factors and evaluates their collective impact on consumer behavior. Utilizing a qualitative research approach, the study employs interviews, open questionnaires, and observations from both PT. Pegadaian customers and employees. Thematic analysis is applied to identify patterns related to customer satisfaction, service quality, and loyalty. Findings reveal that brand trust, characterized by PT. Pegadaian’s reputable status as a state-owned institution, plays a significant role in driving purchase decisions and fostering loyalty. Service quality, particularly the ease of transactions and product availability, is another key driver. Competitive pricing, especially with flexible payment options, enhances customer retention. Furthermore, customer satisfaction is found to act as a moderating variable, strengthening the positive effects of brand trust, service quality, and price on customer loyalty. These insights provide valuable implications for PT. Pegadaian to refine its marketing strategies and enhance customer engagement in the gold investment market.

Objective: This study aims to examine the SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) in relation to service quality and customer loyalty. Design/Methods/Approach: This study employs a quantitative research approach. The population consists of all customers of PT. Bintang Samudera Mandiri Line's maritime transportation and logistics services, totaling 110 companies. The sampling technique used is random sampling, with a sample size of 86 respondents. Data was collected through questionnaires distributed via Google Forms. The data analysis method utilizes SmartPLS 4.0 software. Findings: Tangibles have a significant impact on customer satisfaction. Reliability also influences customer satisfaction. Similarly, responsiveness affects customer satisfaction. However, assurance and empathy do not impact customer satisfaction. Furthermore, customer satisfaction does not significantly influence customer loyalty. Tangibles, reliability, responsiveness, assurance, and empathy do not indirectly affect customer loyalty through customer satisfaction. Originality/Value: No previous studies on SERVQUAL, customer satisfaction, and loyalty have been conducted at PT. Bintang Samudera Mandiri Line. Practical/Policy implication: Companies can use the results of this study to improve their service quality, the findings of this study provide guidance for companies to focus on the service dimensions that most affect customer satisfaction. Companies can prioritize strengthening Tangibles and Reliability to achieve increased customer satisfaction and loyalty, this study also shows the importance of efficiency and reliability in the delivery process. Therefore, companies can improve their logistics infrastructure and management system to ensure on-time delivery and better management of customer complaints. Keywords: Tangibles, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction, and Customer Loyalty