Journal of Contemporary Issues in Business and Government

In contemporary service marketing strategy, more attention has been given to the very concept
of the 7ps marketing mix as a package and are believed to be crucial tools to bring about
Customer satisfaction and loyalty thereby maximize company’s performance. Having this into
account, the study mainly aims at examining the impact of marketing mix and customer
satisfaction on customer loyalty of hotel industry in Ethiopia. The study used 387 participants
who were staying in some selected 3star hotels during the time of data collection andrandomly
approached using self-administered questionnaire. Structural equation model, specifically
exploratory and confirmatory factor analyses were used to analyze the data. To this end, findings
of the study showed that marketing mix and customer satisfaction has positive significant effect
on customer loyalty. The study gives a clue to hospitality marketers that better engagement on
marketing mix and customer satisfaction are best ways to ensure sustainable customer loyalty.

Online taxis have begun to displace conventional public transportation. Dissatisfied with
public transportation, users have switched to using online taxis, apparently due to poor
service quality and low user trust in modes of public transportation. This research
investigated the effect of service quality and trust on customer loyalty and satisfaction, a case
study of online taxi customers in Cirebon, Indonesia. This research was conducted using
quantitative survey methods. The sample size was 200 customers, and researchers employed
judgment sampling and path analysis techniques. The statistical calculations suggested that
service quality and customer trust had a positive and significant effect on customer
satisfaction. Similarly, service quality had a positive and significant influence – and directly
influenced – on customer loyalty. This study concluded that, partially, service quality and
trust had a positive impact on customer satisfaction, and that customer loyalty was partly
influenced by service quality, trust, and customer satisfaction. The main contribution of this
study is the effect of service quality and trust on customer loyalty and satisfaction: a case
study of online taxi customers in Cirebon, Indonesia.

In India as well as world financial framework is the center of all monetary exercises including
loans and investment, giving advances to foundations and private players for establishments. The
present study investigates the impact of customer relationship management practices on the
customer satisfaction in the banking sector. The study used survey design and the sample
consisted of 780 respondents. These respondents were customers of different banks in the
southern western region of Haryana. The results indicate that knowledge ability of employees
and attitude towards clients is having significant influence on customer retention. Though, CRM
practice of Efficiency of banking services was found to be insignificant. The study has
managerial implications for the banking industry. The study also provides future guidelines.

This quantitative paper aims to measure the service quality of airline service perceived by Pakistani customers, and its impact on customer satisfaction and loyalty. Partial Least Square Structural - Equation Modelling (PLS-SEM) was used to measure the relationship. It used a self-administered questionnaire by incorporating AIRQUAL measurement model. Respondents (n=168) who have travelled from Pakistan to Malaysia were sent questionnaire through social media. Convenience sampling technique was used, and the results revealed that Airline Tangibles, Personnel Services, and Image have a positive and significant relationship with Customer Satisfaction whereas Empathy and Terminal Tangibles showed an insignificant relationship with Customer Satisfaction. Results also showed a strong positive relationship between Customer Satisfaction and Customer Loyalty. Moreover, the management of airlines and airport services need to reconsider the services they provide to their customers who are travelling from Pakistan to Malaysia.

The study uses descriptive and causal methods for quantitative explanation. Use this survey
method for cluster sampling and use structured questionnaires for collection. In addition,
LISREL version 8.8 software was used to analyze the data under structural equation modeling
(SEM). These results show that customer loyalty cannot mediate the relationship between trust,
satisfaction and service quality.This study aims to test the influence of trust, satisfaction, and
quality of service on customer loyalty in using Toll JOOR in Indonesia. The findings show that
trust, satisfaction andquality of service do not affect customer loyalty. These results imply that
customer loyalty fails in mediating the relationship between trust, satisfaction and quality of
JOOR Toll services in Indonesia.

The purpose of this paper is to contribute to knowledge on the influence to the role of hypermarket services in crafting reputation, perceived value, location, convenience, internal environment, and staff to customers, thus creating satisfied and loyal customers (hypermarkets).With the support of empirical evidence and rational arguments, a set of eight (8) hypotheses were proposed for testing. A sample of 384 respondents visiting hypermarket in Kuala Lumpur using a convenience sampling method was used. Statistical analysis was done through SPSS for primary analysis and Smart PLS for analysis of the outer model and testing the relationships hypothesized. Findings revealed that all the hypotheses were significantly supported. The originality and value of this paper is the study of consumer-oriented hypermarket services as a variable that allows competitive differentiation of the company, by improving the relationship with the consumers and the generation of satisfaction and loyalty. One of the major conclusions of the study is that hypermarket services can yield optimal performance for customer satisfaction and customer loyalty if it is combined with the knowledge, experiences, and outstanding abilities in the use of hypermarket services in crafting reputation, perceived value location, convenience, internal environment, and staff to customers, thus creating satisfied and loyal customers

This research aimed to determine the relationship between social media marketing and brand loyalty. It also explores the moderating role of culture in the relationship between social media marketing and brand loyalty. 177 students from the universities of Pakistan and Azad Jammu and Kashmir were selected as a sample for conducting a cross-sectional survey. Self-managed questionnaires were used for data collection and correlation and regression analyses were used to analyze the data. The research results showed a positive impact of social media marketing on brand loyalty. Moreover, culture can alleviate the relationship between social media marketing and brand loyalty, which showed that culture had an impact on the use of social media and brand loyalty. The current study will be helpful for the marketers and decision-makers of the brands to make important decisions to increase Brand Loyalty by using Social Media Marketing but keeping in mind the cultural aspects.

The purpose of this study was to examine and analyze the effect of brand perceived quality on unique value prepositions, to test and analyze the effect of product brand image on unique value prepositions, to test and analyze the effect of confidence of place on unique value prepositions, to test and analyze the effect of unique value preposition to customer loyalty. This research is a quantitative research with descriptive statistics. The approach used is the survey method. In this study, the respondents were 243 consumers of SMEs products in Tangerang City. Data collection in this study was carried out by means of questionnaires and interviews. Based on the calculation, it can be concluded that brand perceived quality is positive and significant. affect unique value preparation, product brand image positively and significantly affect unique value preparation, confidence of place has a positive and significant effect on unique value preposition, value preposition has a positive and significant effect on customer loyalty.

Purpose of the study
This study aims at contributing to assessing the impact of corporate social responsibility communications on the loyalty of customers in the Hypermarket Industry in Kuala Lumpur. It focuses on deterioration and the lack of quality service in the hypermarket.
Design/methodology/approach
The hypotheses of the study are to recognize the relationships between variables CSR communications (corporate website, public relations, advertising, social media) and customer loyalty. Each of them was tested for study scope by regression equation using the SPSS and Smart PLS software. This study enhances its empirical validity by collecting data from 384 respondents in Kuala Lumpur of Malaysia.
Findings
Results of the statistical analysis show that acceptance of central research hypothesis the existence of a positive relationship between variables CSR communications (corporate website, public relation, advertising, social media) and customer loyalty and this means the corporate social responsibility communications in the applied hypermarket are to
understand the importance of quality services. Quality services from the hypermarket contribute to making the organization's effectiveness more positive to achieve organizational goals and improve overall performance. This results in increased customer loyalty, which requires a joint action starting from the hypermarket management to the simplest employee.
Social implications
The research has been concluded with several recommendations. The most important one is that hypermarkets must-have experiences, knowledge, and outstanding abilities to work together for the best performance by the impact on customers to make them more loyal to the hypermarket.
Originality/value
This paper establishes the role of variables CSR communications and customer loyalty for the hypermarket industry in Malaysia. Additionally, the empirical results focus on analyzing CSR's impact on customer behavior and strongly encourage hypermarkets to continue investing; CSR communication (corporate website, public relations, advertising, social media) can be strategic marketing tools to promote customer loyalty of hypermarket

The purpose of this paper is to contribute to knowledge on the impact of corporate social responsibility (CSR) activities (community support, environmentally friendly, sell locally produced products, treating employees) on customer satisfaction and loyalty (hypermarkets). This study aims to examine the influence of CSR on customer satisfaction and customer loyalty of Malaysian consumers and whether they consider CSR for hypermarket before making purchase decisions of the products and services. With the support of empirical evidence and rational arguments, a set of eleven (4) hypotheses were proposed for testing. A sample of 384 respondents loyal to hypermarket has been used to collect the data using a convenience sampling method. Data was collected from the hypermarket in Kuala Lumpur. Statistical analysis was done through SPSS for primary analysis and Smart PLS for analysis of the outer model and testing the relationships hypothesized. Findings revealed that all the hypotheses were significantly effective. The originality and value of this paper is the study of consumer-oriented CSR as a variable that allows competitive differentiation of the company, by improving the relationship with the consumers and the generation of satisfaction and loyalty. One of the major conclusions of the study is that CSR and can only yield optimal performance for the customer satisfaction and customer loyalty if it is combined with the knowledge, experiences, and outstanding abilities in the use CSR activities dimensions.

The aim of this study is to identify determinants of customer loyalty based on literature review and to examine the effects of these determinants on social customer loyalty. Using a questionnaire developed based on previous studies, 352 complete and valid responses collected form 500 users of social media of banks in Saudi Arabia. Four hypotheses were suggested, including four independent variables (brand equity, customer satisfaction, customer trust, customer engagement and co-production) conceptualized in terms of social media and one dependent variable (social customer loyalty). In agreement with many previous studies, all hypotheses were supported except the hypothesis that co-production via social media (social co-production) significantly affects customer loyalty experienced through social media (social customer satisfaction). In accordance with these results, banks are required to consider social media applications not only for the purpose of brand promotion and awareness, but also to constitute customer loyalty by paying more attention to determinants of customer loyalty such as those identified in this study.

In the automobile industry after sale service plays an important role whether it is before
buying a product or after buying a product.The main reason of this study is to determine the impact
of Customer Satisfaction on after sales services in the context of Automobiles in Chennai and to
know about the factors which influences customer satisfaction. The data is collected on probability
basis from 71 respondents and is analysed with the SPSS tool. The collected data were classified,
tabulated and analysed with statistical tools Frequency analysis, Mean analysis, Independent t Test,
One-way Anova and Regression analysis. The results showed that the majority of the respondents
were male and of age between 21-30 years who use a car or bike. It is found that Speed of Service
and Cost of Service of after sales service is significant on the Customers

Customer loyalty has become essential for the survival/success of cellular service providers with the saturation and maturity of the cellular service sector of Pakistan. This research focuses on the direct determinants of customer loyalty of the prepaid segment in the cellular service sector of Pakistan. This study investigates the direct influence of perceived service quality, sales promotion and perceived corporate social responsibility on customer loyalty, and explores the role of government regulations as a moderator that affects the relationship between customer loyalty and its determinants (perceived service quality, sales promotions, perceived corporate social responsibility). This study also provides some valuable insights for the cellular service sector of Pakistan