The main problem of this research was that Shopee Express, one of the companies operating in a delivery service provided by an e-commerce platform, faced a significant challenge in keeping its existence and showed a decreased performance. This research empirically examined the influence of service quality and punctual delivery on customer loyalty through customer decision as the intervening variable in the logistic company Shopee Express case study. The sample of this research was the customers of Shopee Express, with as many as 203 respondents using the path analysis method. From the discussion, it was known that there was a significant influence of service quality and punctual delivery simultaneously on customer loyalty through customer decision, and there was a significant influence of customer decisions on customer loyalty. The implication of this research was the importance of Shopee Express Indonesia continuously improving its service quality and punctual delivery to enhance customer decisions and customer loyalty. The key finding of this research could give valuable insight to the company management in developing its strategy to improve customer satisfaction and loyalty.

Intense business competition urges companies to continually enhance their marketing strategies to retain and attract customers. Therefore, a profound understanding of factors influencing customer loyalty becomes crucial. Service quality, customer satisfaction, and supply chain value are considered key factors affecting customer loyalty. However, the relationships between these variables and the role of Customer Relationship Management (CRM) as a mediator need further investigation, especially in the context of Indonesian companies. Hence, this research aims to contribute a deeper understanding of the interconnection between service quality, customer satisfaction, supply chain value, and customer loyalty, as well as to explore the role of CRM as an essential link in this dynamic. The research methodology employed is quantitative, utilizing a Likert scale questionnaire distributed online to managers and employees in the automotive sector listed on the Indonesia Stock Exchange (IDX). Out of 400 distributed questionnaires, 261 were successfully collected, with 14 incomplete responses, resulting in a final sample size of 247. Data collection took place from June to August 2023. In data analysis, the study applied the Structural Equation Modeling (SEM) approach using the SmartPLS analysis tool. The research findings indicate that service quality significantly influences CRM, while it does not have a direct significant impact on customer loyalty. Customer satisfaction significantly affects both CRM and customer loyalty. Supply chain value significantly influences CRM but does not have a direct impact on customer loyalty. Customer Relationship Management proves to mediate the relationships between service quality and customer loyalty, customer satisfaction and customer loyalty, as well as supply chain value and customer loyalty.

This research aimed to analyze the direct and indirect influence of customer relationship management and brand image on customer loyalty in the marine export department of DSV Transport Indonesia through customer satisfaction. Customer Relationship Management in goods delivery was one of the essential variables to improve company service to satisfy its customers and impact their loyalty. Research with a quantitative approach uses the Path Analysis statistical tool. This research used quantitative methods with a sample of 199 companies. The key findings of this research stated that customer relationship management has a negative and insignificant effect on the satisfaction and loyalty of marine export customers of DSV Transport Indonesia. Thus, the changes occurring in the application of Customer Relationship Management in marine exports would not affect the satisfaction and loyalty of marine export customers of DSV Transport Indonesia. Based on the results of this research, it was stated that customer satisfaction was indirectly able to function as a mediator or mediate the indirect influence of Customer Relationship Management and brand image on the customer loyalty to marine exports of DSV Transport Indonesia.

The COVID-19 pandemic caused significant changes in many aspects especially towards small medium entrepreneurs (SMEs) as many of SMEs need to shut down their business due to movement control order (MCO) conducted by Malaysia government as SMEs cannot reach their customers. Previous studies show that having an effective digital marketing strategy in place might leave businesses vulnerable to severe setbacks towards SMEs. This research proposal aims to carry out and prove the possible potential effects and factors that influence digital marketing implementation towards online consumers in Selangor during COVID-19 pandemic. The methodology of this paper uses a descriptive qualitative approach by analyzing various previous literature on digital marketing scope of study. The sample size of the study is 235 respondents who were selected based on convenience sampling. The finding has discovered that there is a significant relationship between customer loyalty with implementation of digital marketing towards online consumers in Selangor during COVID-19 pandemic and there is a significance relationship between brand awareness and the implementation of digital marketing towards online consumer in Selangor during COVID-19 pandemic.

The objective of the current study is to explore the factors affecting customer loyalty towards service quality at veterinary clinics in Kuala Lumpur. As veterinary clinic engaged with service businesses, it is fundamental to focus on the client’s perception of their service. A modified version of SERVQUAL was used to assess the service quality of the veterinary clinics. The total number of 200 respondents conveniently selected in this study, and the pre-tested questionnaires which contains five segments; demographic profile of the respondent, the expectations and perceptions of clients about the service quality of the veterinary clinic, client satisfaction, and loyalty respectively were randomly circulated. The service quality dimensions investigated in the research were tangible, reliability, responsiveness, assurance, empathy, accessible, animal welfare, and pricing. The collected data were analyzed using SPSS software, and tabulated as descriptive, correlation, and regression analysis. All the dimensions which were used are significantly correlated with each other. The service quality dimensions; tangible, responsiveness, assurance, empathy, accessible, animal welfare were the key antecedents of the customer loyalty. Thus, in order to maintain competitive in business, the veterinary clinics should improve their quality of service with the aim of attract new customers, and maintain the business as profitable manner.

This study aims to validate the dimensions of sharia experience quality and to determine the effect of sharia experience quality on customer loyalty by customer satisfaction as mediation variable. The sample technique of this study was a purposive sampling of 150 respondents who conducted financing at Islamic banks. SEM-PLS is used to test hypotheses. The results of the second order evaluation show that integration quality, physical environment quality, outcome quality, compliance sharia knowledge, and responsive religious experience had strong effects on sharia experience quality. Sharia experience quality had a significant effect on customer loyalty and customer satisfaction as a partial mediation of sharia experience quality on customer loyalty.

The study focused on examining the social customer relationship management impacts on the customer loyalty of five-star hotels in Saudi Arabia. Customer relationship management included the dimensions of customer value, long-term partnership with the customer, customer knowledge, reliance on technology, trust, and social media communication. The study population consists of the customers of five-star hotels in Saudi Arabia. A convenience sample was taken from 500 customers, while the validly retrieved responses were 413. A quantitative approach was conducted in statistical analysis through SPSS and AMOS software. The study demonstrated that social customer relationship management dimensions are impacting the customer loyalty of five-star hotels in Saudi Arabia. Subsequently, the recommendations centered on the establishment of a complaints handling unit to speed up service, identify problems, identify the sites of deficiencies, and take the necessary and appropriate solutions to these problems.

The purpose of this study was to analyze the effects of customer satisfaction, service quality, perceived value and brand image on consumer loyalty through a quantitative method. The research was conducted in schools in Indonesia. The sample of respondents in this study were 308 of owners of Small and Medium Enterprises (SMEs). The sampling method used was simple random sampling. Data collection techniques were accomplished using online questionnaires through social media. The measurement scale in this study was a Likert scale with a range of 1-7 and data analysis was performed using structural equation modeling (SEM) with data processing software SmartPLS software. The independent variables in this study were customer satisfaction, perceived service quality, perceived value, and brand image, while the dependent variable was customer loyalty. Based on the results of the study, it was found that satisfaction has a positive and significant effect on consumer loyalty. However, perceived service quality, perceived value and brand image had no significant effects on consumer loyalty.

Despite the importance of the relationship between E-banking service quality and customer loyalty in the banking sector, little research has been devoted to Arabian regions. This paper investigates the relationship between e-banking service quality (i.e., efficiency, requirement fulfillment, accessibility and, Privacy) and customer loyalty by mediating customer satisfaction in UAE. Two steps sampling techniques are used and the researchers rely on cluster sampling in the region of Ras Al Khaimah (RAK) randomly. Again, random sampling techniques are used to choose 28 branches out off the 34 branches operating within this geographic area. 1500 surveys are distributed and 397 valid surveys are collected with a response rate of 26.5%. A partial least squares structural equation modeling (PLS-SEM) is applied to the data and the results show that the direct and indirect path coefficient between E-banking service quality and customer loyalty were statistically significant. Moreover, customer satisfaction mediates the relationship between E-banking service quality and customer loyalty. To sum up, the findings corroborate existing work in Western settings and underscore the importance of E-banking service quality in the Arabian banking context.

The primary objective of the current study was to establish and authenticate a conceptual framework that combines the correlation between customer orientation, service quality, customer satisfaction, and customer loyalty. Data were gathered from primary healthcare centres in the United Arab Emirates (UAE), particularly in Dubai. A questionnaire as the main quantitative tool was adopted to collect data through a self-administered method using the dropoff technique. Frontline healthcare professionals filled questionnaires examining customer orientation while patients filled questionnaires assessing three variables; customer satisfaction, loyalty, and perceived service quality. Questionnaires from patients were then paired with those from healthcare providers attending to the patients. In total, 205 employee surveys and 3,070 customer questionnaires were used in the study, yielding 80.1% and 70.3% response rate, respectively. In this study, hypotheses were tested using a Structural Equation Modelling (SEM) method with LISREL 9.30. The suggested model shows that customer satisfaction completely mediated the impact of employees’ customer orientation on their loyalty. Besides, customer orientation was indicated to be positively correlated to the quality of service and customer satisfaction, and that consumer satisfaction has a more considerable impact on consumers’ decision to be loyal than service quality.