ipl-logo

Customer Loyalty Case Study

4326 Words18 Pages

Customer loyalty of the cement Products: the role of marketing, service quality and customer satisfaction

Dachlan Taha 1), Basri Modding 2), Sabri Hasan 3), Hamza Ella 4)
1) Doctoral Student in the Faculty of Economics, Muslim University of Indonesia
2, 3, 4) Faculty of Economics, Muslim University of Indonesia

Abstract

The purpose of this study was to analyze marketing, service quality and its impact on customer satisfaction and customer loyalty, and analyze the influence marketing and service quality on customer loyalty as a mediator customer satisfaction. Research conducted in South Sulawesi province with a sample of 215 local and national developers who use Tonasa cement products. Data from the questionnaires were analyzed using …show more content…

On this basis then the cement company should be able to consider the orientation of customer loyalty to the end consumer, namely the developers of housing and building projects. The next fact is found in general that the final consumer as a customer often complain of cement products bought from Tonasa Cement Company. Complaints and dissatisfaction often do not get the channel or container to listen to the voice of the customer. As a matter of fact end customer also realize that a lack of awareness of the company in the management system of complaints and suggestions cause cannot determine the level of customer satisfaction, but it is rarely conduct a survey on customer satisfaction in fact, the company has limited to ghost shopping for the detection sensitivity of the products that customers use. And the management company also rarely makes contact with the customer as the final consumer who needs to get attention form. As a result of the lack of consideration and attention to the final consumer much less …show more content…

An exogenous variable is a variable whose value is determined outside the model. While the endogenous variable is a variable whose value is determined by an equation or model relationship is formed. Included in this group of exogenous variables is the measurement of marketing and service quality, while those classified as an endogenous variable is customer satisfaction and loyalty. The model is said to be good when the development of theoretically hypothetical model supported by empirical data. The result of SEM analysis is complete can be seen in the following

Show More
Related

  • Summary Of When A Crop Becomes A King By Wendell Berry

    1176 Words  | 5 Pages

    In “The Pleasure of Eating” Berry suggests people do not take the time to know the facts of what they are eating. People now do not want to take time to cook a meal, but instead want a fast meal to eat quickly in a busy day.(Berry) Not only does this show less appreciation for healthy foods, but it is allowing processed foods to become popular and allowing them to sell more, damaging people's health. And this is exactly what the food industry wants. (E-1)The food industry's main concerns are not the quality of their foods, they do not care about the ways it affects our health, instead they worry about volume and price.(Berry)

    Read More

  • What Is Upton Sinclair's Description Of The Food Industry In 1906

    1470 Words  | 6 Pages

    The food industry doesn’t want the consumers to know what is in their food and how their food is made, because the industry is afraid that if the consumers know, that they will not want to eat their food anymore (FOOD,

    Read More

  • Ferris Bueller's Day Off Quotes

    1902 Words  | 8 Pages

    As with all forms of consumable products there are side effects to them. In addition to issue presented to the user there may also be problems hyper imposed onto the people closest to the user. In Ferris Bueller’s Day

    Read More

  • How Does Lars Eighner Use Irony In On Dumpster Diving

    534 Words  | 3 Pages

    Thus, they often, “will not take a chance” of keeping potentially spoiled products; after all, they are spending,

    Read More

  • Case Study Montreux Chocolates

    901 Words  | 4 Pages

    The second issue has the same importance as the first one, it is a choice between taste and health issues. The decision about the taste and health will eventually be solved with a clear compromise, because both of these factors have a great potential for the market. This decision can affect all the range of products that may be released later on. First BASES indicated that health is more important in this area, but the second BASES shown that they should not ignore the "taste" because it has the great importance for consumers.

    Read More

  • Business Case Study: Zappos's Customer Loyalty Company

    880 Words  | 4 Pages

    Introduction Zappos is an online shoe retailer that started its business in the year 1999. The company later expanded and increased the variety of the products of its business by adding clothing, beauty products, and housewares. The Zappos Customer Loyalty Team Case Study emphasizes on the customer service department and the initial focus the drop ship method. The company also created a brick and mortar storefront to expand the business from online only and increase sales. The management of Zappos took an innovative approach to earn their required return on investment.

    Read More

  • Qlt1 Task 5

    337 Words  | 2 Pages

    Customer satisfaction is the best way to find whether the customer would like to come back to the place to purchase again the best way to see whether the customer

    Read More

  • What Food Says About Class In America By Lisa Miller

    1419 Words  | 6 Pages

    The idea that food is fashion is exactly what they want. When food is seen as an accessory it sells like clothing and electronics. Better quality equals a higher cost. Maximizing profits is in the best interest of the companies which means that they would rather produce cheap food of a lower quality or high-quality food at an expensive cost, than high quality for a low-cost. Therefore, Miller is unsuccessful in trying to appeal to the emotional nature of her audience.

    Read More

  • P & G Company Case Study

    835 Words  | 4 Pages

    Consumers may begin to doubt that maybe the product has not sold well, and the quality of the product is real compared with the price or the product is likely to be discontinued because they have become

    Read More

  • Tesco External Factors

    3270 Words  | 14 Pages

    IMPORTANCE OF EXTERNAL FACTORS AFFECTING BUSINESS Business of the organization is affected by many factors. There are some internal and external factors influencing the business. There are many internal and external factors affecting the business environment. Internal factors are related to the SWOT analysis whereas the PESTLE analysis is used to measure the external factors affecting the business. These factors includes • Political • Economical • Sociological • Technological • Legal • Environmental Political JLR has a choice to start a setup in the china; the political situation of china is quite stable, which is a good sign for a business.

    Read More

  • Consumer Behavior: Attitudinal Loyalty And Satisfaction

    811 Words  | 4 Pages

    (Jacoby, 1971; Jarvis & Wilcox, 1976). Dick and Basu (1994) propose that customer will be loyalty to the brand is the result of psychological processes and has behavioral manifestations. Therefore it should incorporate both attitudinal and behavioral. Satisfaction is recognized as an important element for loyalty in both the consumers and business marketing. Satisfaction with previous purchase experiences plays an important role in determining the future purchase behaviors particularly call as an effort-minimization strategy (Jones and Suh, 2000: Pritchard et al, 1999).

    Read More

  • Relationship Marketing Case Study

    2755 Words  | 12 Pages

    Task One Audit 1.1 Gflock’s three largest customer groups and their relative importance to the organization “Segmentation is the process of grouping customers in markets with some heterogeneity into smaller, more similar or homogeneous segment to target with a distinct Marketing Mix”. (Smith, 1956). The table below demonstrates the company’s five main customer groups out of which the Misses, Ladies and Mistresses were chosen as the key customer groups respectively according to the percentage of the market and their monthly income. (Table 1.1) Teens Misses Ladies Mistresses Madams Demographic Age 14-17 years 18-21 years 22-28 years

    Read More

  • Four Building Blocks Of Competitive Advantage

    1014 Words  | 5 Pages

    When the value a customer receives from a product is greater than that of another then they are more inclined to stick with that

    Read More

  • Relationship Between Hospitality And Tourism Industry

    1572 Words  | 7 Pages

    First of all customer means A person who buys goods or services from a shop or business, loyalty means the state or quality of being loyal, faithfulness to commitments or obligations. So Customer loyalty is the key objective of customer relationship management and describes the loyalty, which is established between a customer and companies, persons, products or brands. “Customer loyalty is an essential aspect in any organization whether it is offering a good or providing a service. “Many organizations are looking for various ways to increase their customer loyalty as it has a positive effect on the profitability of the organization.” (Gremler 1996: 171, Abdullah et al. 2000: 826).The individual market segments should be targeted in terms of developing customer loyalty.

    Read More

  • Marketing Strategy Of Chanel

    1438 Words  | 6 Pages

    These may be internal as well as external, the external ones particularly hard to gauge and hence their impact on the product or the organization comparatively uncertain to

    Read More

More about Customer Loyalty Case Study

Open Document