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The purpose of this study is to explain and analyze the effect of the e-servicescape dimension on perceived value and loyalty to e-commerce sites in Indonesia. The sampling technique used a non-probability sampling technique with a sample of 195 respondents who had shopped at e-commerce more than three times. Data collection is done by spreading the distribution through WhatsApp, Instagram, and Facebook. The research variables consist of aesthetic appeal, layout & functionality, and financial security as independent variables, perceived value as a mediator, and attitude and behavior loyalty variables as dependent variables. The study used AMOS 24 to analyze the data. The results of the study show that the three independent variables are only layout & functionality that have a positive and significant effect on consumers' perceived value perceptions, while the variables of aesthetic appeal and financial security harm perceived value. Furthermore, the perceived value variable has a positive and significant effect on attitude and behavior loyalty as well as attitude loyalty has a significant positive effect on behavioral loyalty. The implication of this research is to add literature and insight for e-commerce players in Indonesia to increase the aesthetic appeal of online stores and financial security so that consumers are loyal in attitude and behavior and that practices that can harm consumers and negatively impact e-commerce players do not occur. Research needs to do further research on the same object but with different results or different objects, such as electronic products or e-commerce bills.

Indonesia has a lot of sectors that function to drive economic activity. One of the existing sectors is the banking industry. A bank has the primary aim of gaining loyalty from its customers. Besides improving service quality, maintaining the corporate image and increasing customer satisfaction also affect customer loyalty. The purpose of this study is to determine the influence of service quality, corporate image, and customer satisfaction on customer loyalty. The research method is survey research, which uses a questionnaire as a research instrument. This study's population is customers with a bank account in Indonesia, with a total of 200 respondents. The result shows that the variable of service quality, and corporate image, has a positive and significant effect on customer satisfaction and customer satisfaction has a positive and significant effect on customer loyalty. In contrast, service quality and the corporate image does not have a positive and significant effect on customer loyalty.

This study focuses on the quality of electronic services and consumer confidence in increasing customer loyalty through consumer satisfaction. This study aims to determine and analyze the effect of e-service quality and customer experience of trust on customer loyalty both directly or indirectly through e-satisfaction mediation. The population in this study were all new students of State University in East Java in the 2019/2020 school year who were included in the category of generation Z. Sample in this study was included in the category of Purposive Sampling, where the selection of respondents was based on following criteria: 1) Have Tokopedia application installed on smartphones 2) Have shopped through Tokopedia application three times. Sample in the number of 100 people calculated by the Slovin formula. The analysis method used is descriptive analysis and Partial Least Square (PLS) using the smartPLS software application. results of this study indicate that e-service quality has a significant effect on e-satisfaction, and the mediation test shows that e-satisfaction plays a partial mediation role in the effect of E-service quality on customer loyalty. Meanwhile, E-trust has a significant effect on e-satisfaction; mediation testing shows that e-satisfaction plays a partial mediation role in the effect of E-trust on customer loyalty.

This study examines the effect of the e-shopping experience towards e-loyalty mediated by e-trust and e-satisfaction on e-commerce fashion in Surabaya city. This research is explanatory research with a quantitative approach which collects data by distributing questionnaires to 150 respondents. The data were analyzed using structural equation modeling partial least squares (SEM-PLS). The results of this study indicate that the e-shopping experience has a significant effect on e-loyalty. The study also found that the e-shopping experience significantly impacts e-trust and e-satisfaction. E-trust has no significant effect on e-loyalty, while e-satisfaction affects e-loyalty. E-trust can not mediate the relationship between the e-shopping experience and e-loyalty. Meanwhile, e-Satisfaction can mediate the relationship between the e-shopping experience and e-loyalty. From this research, it is suggested that e-commerce fashion companies can provide a good shopping experience to encourage satisfaction and impact customer loyalty.

This study examines the effect of experience quality on loyalty to digital wallet users. The financial sector plays a role as a driving force for growth in the real sector, which can be done through capital accumulation and technological innovation. The novelty in this research is the addition of brand image and satisfaction variables as a mediation that has not been studied before. There are still inconsistencies in the results of previous studies regarding the direct effect of experience quality on loyalty. This study uses explanatory research with a quantitative approach. The sample size is 120 respondents to digital wallet users in Malang City. The purposive sampling method is the sampling technique in this study. The data were analyzed using structural equation modeling partial least square (SEM-PLS). The results of this study indicate that experience quality can directly improve brand image and satisfaction. Interestingly, this study found that experience quality directly did not have a significant effect on loyalty. The need to pay attention to service is the main key to customer satisfaction and brand image so that they can be loyal to digital wallet products.

The purpose of the study is to explore the critical success factors for CRM in the local government authorities in SADC. Although many empirical studies have been conducted on customer-relationship-management (CRM), little research on the psychometric properties of CRM scale items in the local government authorities’ context has been conducted. This empirical study, based on key informant data drawn from sampled local government authorities in three SADC countries (Zimbabwe, Botswana and South Africa), developed a reliable scale with demonstrated content and convergent validity. In this study, confirmatory factor analysis (CFA) was employed using the Amos 18 version and the SPSS version 20 software. The study results revealed that for CRM Strategy success to be achieved, LGA needs to consider the following factors: Due diligence, Strategy focus and alignment, customer focus, change management, Implementation Strategy, Implementation approach, Metrics, Project management, Process design, Buy-in and adoption. Therefore, the study results suggested that city and town council managers must seriously consider all the ten critical success factors to improve the CRM performance of local government authorities.

This study examines the effect of the e-shopping experience towards e-loyalty mediated by e-trust and e-satisfaction on e-commerce fashion in Surabaya city. This research is explanatory research with a quantitative approach which collects data by distributing questionnaires to 150 respondents. The data were analyzed using structural equation modeling partial least squares (SEM-PLS). The results of this study indicate that the e-shopping experience has a significant effect on e-loyalty. The study also found that the e-shopping experience significantly impacts e-trust and e-satisfaction. E-trust has no significant effect on e-loyalty, while e-satisfaction affects e-loyalty. E-trust can not mediate the relationship between the e-shopping experience and e-loyalty. Meanwhile, e-Satisfaction can mediate the relationship between the e-shopping experience and e-loyalty. From this research, it is suggested that e-commerce fashion companies can provide a good shopping experience to encourage satisfaction and impact customer loyalty.

This study sought to determine the influence of service assurance on customer satisfaction in the insurance industry in Kenya. The latent variable assurance was measured using four manifest variables namely, Employees instill customer confidence; Customers feel safe to transact with the company; Employee Politeness and Provision of adequate information on service requested. A descriptive research design was adopted and a multi-stage sampling technique was used to sample 400 policyholders from 19 composite insurance companies in Kenya. Primary data was collected using a structured questionnaire. A pilot test was conducted to check the reliability and validity of the questionnaire. Data analysis was performed using inferential statistics. R-Gui was the leading statistical software. The study applied linear mixed-effect models of structural equation modeling (SEM) considering the multi-level structure of the data collected. Multi-level analysis was adopted to determine whether service assurance contributed to the variation in levels of customer satisfaction across insurance companies. A significant fixed effect coefficient estimate of 0.696 was established, implying that increasing the levels of Service Assurance as perceived by a customer by one unit would increase the level of Customer Satisfaction by 0.696. The study concluded that a client who perceives Service Assurance from their insurer is bound to have higher satisfaction than a customer who does not perceive it. Employee Assurance, however, was found not to significantly affect the variations in customer satisfaction across the insurance companies. The study recommended that insurance firms invest in service assurance to achieve maximum customer satisfaction.

The number of loyalty programmes has increased rapidly, becoming one of the most used marketing practices in the global retail market today. The primary objective of this study was to determine whether special treatment benefits influence Generation Y students’ attitudes towards retail point-based loyalty programmes and usage behaviour in South Africa by extending the theory of planned behaviour and adding unique treatment benefits and consumer satisfaction factors to propose a model for this study. The study employed a quantitative method, where a self-administered questionnaire was used to collect data from a non-probability convenience sample of 388 students (aged 18 to 24 years), across two public higher education institutions’ campuses in the Gauteng province. The collected data was examined using descriptive statistics, exploratory factor analysis, reliability, correlation analysis multicollinearity and structural equation modelling (SEM). The study results indicate that subjective norms, unique treatment benefits and perceived behavioural control positively influence consumer satisfaction. The results also indicate that consumer satisfaction has a positive influence in shaping consumer attitudes towards retail point-based loyalty programmes which in turn influence usage behaviour of Generation Y students.

Indonesia has a lot of sectors that function to drive economic activity. One of the existing sectors is the banking industry. A bank has the primary aim of gaining loyalty from its customers. Besides improving service quality, maintaining the corporate image and increasing customer satisfaction also affect customer loyalty. The purpose of this study is to determine the influence of service quality, corporate image, and customer satisfaction on customer loyalty. The research method is survey research, which uses a questionnaire as a research instrument. This study's population is customers with a bank account in Indonesia, with a total of 200 respondents. The result shows that the variable of service quality, and corporate image, has a positive and significant effect on customer satisfaction and customer satisfaction has a positive and significant effect on customer loyalty. In contrast, service quality and the corporate image does not have a positive and significant effect on customer loyalty.