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This research aimed to determine the effect of the membership programs on customer loyalty of “Kartu Aku” users at Alfamart Sunan Kalijaga Street, Malang City by involving customer satisfaction as mediating variable. This research employed a quantitative approach with a sample of 161 respondents determined by the Slovin formula. Data collection methods used a questionnaire. Meanwhile, the data analysis technique used SEM (Structural Equation Modeling) PLS, and the mediation test used bootstrapping with help of SmartPLS 3.3.3 software. The result showed that variable membership program had a significant effect on variable customer loyalty with t-statistics value 15,027, variable membership program had a significant effect on variable customer satisfaction with t-statistics value 14,391, variable customer satisfaction had a significant effect on variable customer loyalty with t-statistic value 2,818 and variable customer satisfaction significantly mediated the relationship between variable membership program and variable customer loyalty with t-statistics value 2,772.

The amount of e-wallet providers in Indonesia is so many, so there is intense competition between each e-wallet provider. The tighter competition for e-wallet, makes users not only loyal to one type of e-wallet and makes users switch brands or providers in using an e-wallet. This study aims to investigate the factors that influence e-service quality on e-loyalty mediated by e-trust and brand image. This research is categorized as explanatory research. Respondents in this study were users of the OVO e-wallet application in Malang City, determining the number of samples in this study using a purposive sampling technique with a sample of 200 respondents. The method of collecting data is using a questionnaire, the data is analyzed using PLS-SEM. The results showed that e-service quality had no significant effect on e-loyalty. E-service quality has a significant effect on e-trust, e-trust has a significant effect on e-loyalty. E-service quality has a significant effect on brand image, brand image has a significant effect on e-loyalty. E-trust and brand image can play a fully mediating role in the relationship between e-service quality and e-loyalty. OVO is expected to continue to maintain and increase e-trust because it is proven in this research that e-trust has the greatest influence on e-loyalty so that it can be a competitive advantage for OVO. Keywords: e-service quality, e-loyalty, e-trust, brand image.

This paper aims to examine the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda, using a Servqual model. The association between customer satisfaction level and service quality characteristics has been tested with a regression analysis. In this study, assurance as a Servqual dimension has been substituted with tariffs to exhibit its effect on customers’ satisfaction levels. Findings verified that some of the Servqual dimensions including reliability, empathy, and responsiveness have been positively affecting the customer satisfaction level in the Ugandan context. The study also demonstrated that the prices of products and services of telecom companies were not the major concerns for telecom consumers in Uganda. The study, finally, provides some practical guidelines to managers of telecom companies as well as hinting out which Servqual dimensions are valued most by customers in Uganda.

The article examines the Impact of Customer Satisfaction on the Business Performance of SMEs in Nigeria. The relationship between customer satisfaction and business performance is an important relationship for the development and growth of any nation's economy. The survey design method was applying for the study with its population being drawn from customers and staff in the organization with its outcomes results showing a greater significant relationship between customer satisfaction and business performance but recommended that financial supports to SMEs' will increase customer satisfaction. The survey research design was used as the data used in this research were collected from primary sources i.e. both primary and secondary sources. The primary data were gathered through the use of a structured questionnaire and about one hundred (100) questionnaires were administered to select registered SMEs for responses within. This study concludes that customer satisfaction in business is positively affected by business performance. As profitability is the ability of an organization to earn a return on the resources invested which remains the main key to measure the overall position and performance of the business enterprise.

The higher education sector has evolved over the past decade due to the ever-changing needs of students who are its primary customers. As a result, most students have to deal with unmet expectations which subsequently lead to service failure. Even though service failure cannot be eliminated, higher education institutions are expected to provide an effective complaints management system to resolve student problems and service failure incidents. This study analyzed service failure and complaints management in higher education institutions. A quantitative, descriptive, and cross-sectional study was undertaken using 430 full-time students across three public universities in South Africa. The findings of this study showed that students encounter various forms of service failures in institutions of higher learning with the majority experiencing service failures in respect of funding and academic registration. Also, most of the students were generally satisfied with the complaints management system. Thus, this study can help institutional managers to understand service failure incidents confronting the sector. Furthermore, the study provides an opportunity for institutional managers to assess the effectiveness of the complaints management system and make improvements to ensure a better student experience

Pakistan is experiencing an enormous increase in the acceptance of western apparel shopping among people. To bind this opportunity, it is necessary to understand ensure the repurchase intention among customers. Hence this research article explored the impact of Service and Product related attributes on Re-purchase Intention: Role of customer characteristics and customer satisfaction in an apparel shopping context. The importance of product attributes and service attributes to the result of repurchase intention has been well documented. In the past, scarce studies will be done to check this relationship. The theoretical repurchase model was developed and tested using SEM on experiential data of 350 apparel brand customers. In Pakistan's scenario, the study's significance is that the clothing industry is becoming more frequent and increasingly focused on developing brands. Simultaneously, the Pakistan textile and clothing brands industry became more and more developed and strongly influenced the international market worldwide. The current research finding will enable marketers to realize the value of product and service attributes and depict the different factors of customer characteristics and customer satisfaction impact on repurchase intention for ensuring continuity among old customers. Furthermore, the current research will make a valuable addition to increasing repurchase intention literature for marketers.  

This study examines the influence of service reliability on customer satisfaction in the insurance industry in Kenya. The study was anchored on the Assimilation Contrast Theory and employed a descriptive research design. Primary data was collected using a structured self-administered questionnaire. Data analysis was conducted using descriptive statistics where the mean and standard deviation were determined. Data were analyzed in two levels, the customer level, and the entity level. The study employed the linear mixed effect models of structural equation modeling (SEM) considering the multi-level structure of the data collected. Results were presented in form of tables and path diagrams for the structural equation models. Service reliability was found to have a statistically significant influence on customer satisfaction (? =0.840, p-value= 0.027). The study found that there was a variation of levels of customer satisfaction across entities but this was not attributed to service reliability. The conclusion made was that service reliability significantly influenced customer satisfaction in the insurance industry in Kenya at the customer level but did not significantly influence the variations of customer satisfaction between the insurance companies.

This study examined the relationship between the level of logistics service quality, relationship quality, and repurchase intention in the e-retail sector of Pakistan. Logistics service quality LSQ was integrated into the step-by-step purchasing process including pre-purchase, purchase, and post-purchase factors. This research is unique from existing research work as it validated a holistic model by examining the role of customer’s perception of LSQ in strengthening their RQ and subsequent purchase intentions in the e-retail logistics sector of Pakistan and draw important suggestions to enhance the competitiveness of logistics services of domestic e-retail logistic firms. A survey strategy using self-administered questionnaires was employed from customers of departmental stores, large discount stores, shopping malls & retail outlets. A total of n=241 based on a cluster of conventional retail consumers across Pakistan was drawn. The study results provide a quality framework for the management of logistics service providers working in Pakistan's e-retail industry to evaluate the strengths and limitations of their service provision and then identify areas where improvements might be needed.