In the Malaysian Umrah industry, there are so many new entrants selling and offering similar products and services. As a result, Umrah providers must compete to survive in the Umrah travel industry, as there are currently so many competitors. They need to focus on customers’ special needs and preferences to maintain the long-term relationship. Hence, the purpose of this research is to identify the relationship between service marketing mix and customer’s loyalty towards Umrah travel agents in Malaysia. The customers who performed Umrah more than once were on the focus of this study. The necessary data were collected from 384 respondents through a structured questionnaire using a convenience sampling technique. The results of the research confirm that all “service marketing mix” elements (“price, product, place, promotion, process, people, and physical evidence”) show significant positive effects on customer loyalty. This study will be of interest to the Umrah travel industry in understanding how marketing mix strategies are essential for maintaining a long term relationship with customers.

The objective of the research is to examine the role of Supply Chain Integration (SCI) which consists of; suppliers, customers, and internal integration in building customer loyalty. This study uses data from 308 top managers of Tuna Fillets SMEs Industries in Southeast Sulawesi Province, Indonesia as respondents. The research model was analyzed by using PLS-SEM. The research found that SCI had a significant direct effect on operational performance and customer satisfaction. The research also found that operational performance and customer satisfaction had some impacts on increasing loyalty of Tuna Fillets SMEs Industries customers. The results of the analysis also provide information that operational performance and customer satisfaction can be a mediator of the influence of Supply Chain Integration.

The purpose of this study is to determine the impact of service quality and customer satisfaction on customer loyalty of the laundry service industry in Indonesia. The research methods used were quantitative, and analyzed using multiple linear regression methods. Data were obtained by distributing questionnaires to 100 respondents in Jakarta from February to March 2020. The selection of respondents used a purposive sampling technique, with the criteria of using laundry services in the past. Findings from this research revealed a significant positive effect of service quality toward customer satisfaction; and both service quality and customer satisfaction also have significant and positive effects towards customer loyalty in laundry services in Indonesia. From this research, it is expected that the entrepreneur in the laundry service industry would better understand the importance of service quality, customer satisfaction and its correlation to customer loyalty in order to improve firm sales performance.

The purpose of this experiment is to investigate the effect of the environmental scent on the sensory and physical aspects of the consumer's experience. Samples were tested in a pre-test and post-test group for two days with one week interval. At the time of the post-test, the subjects were exposed to a gardening fragrance when exposed to customer service. In this paper, an independent variable called environmental notes and six dependent variables including feelings of comfort, perception of waiting time, perceived service quality, loyalty, charming sensation, and service satisfaction were used for testing. This research is, in terms of purpose or orientation, applied and operational, descriptive and experimental. In this study, alternative assumptions about the effect of the environmental scent on feelings of comfort, perception of waiting time, loyalty and charming sensation were approved, but the effect of the environmental scent on perceived service quality of service and service satisfaction were not approved. According to the results of this research, it can be said that consumers’ environmental perception had a positive impact on the sensory dimension of customer’s experience in customer service, but did not affect their physical experiences.

Social media has become a forum for discussion formed with the rapid development of internet technology. Using the internet makes getting various information according to your needs more leisurely. This research aims to determine the influence of social media marketing on customer loyalty in the use of streaming application technology as a form of technology acceptance model. Data collection was carried out in 2020 -2023 with 1294 respondents spread across several provinces in Indonesia. The data obtained were analyzed using SEM-PLS. The data processing results to answer the research hypothesis showed that social media marketing as a product promotion tool positively impacted increasing perceived usefulness, enjoyment, and brand trust. The perceived usefulness obtained influences increasing brand trust but does not impact increasing perceived enjoyment. Streaming application technology with the growing feeling of being entertained and accessing online movies to get happiness as a form of perceived enjoyment affects brand trust by getting the benefit that the product used meets expectations and never disappoints. Perceived enjoyment and brand trust increase customer loyalty by increasing the number of active users who recommend online films to other people and staying positive about streaming technology on social media. The practical contribution of the research is optimizing social media as a company marketing tool for the film business to promote newly released films in the community of social media users. Theoretical contribution by enriching consumer behavior theory and technology acceptance models in the application of streaming technology in online film access.

Coffee shops have now evolved into an integral part of the modern lifestyle embraced by today's youth, especially by Generation Z. This study aims to understand the role of technology, specifically through Social Media Usage (SMU) and Electronic Word-Of Mouth (eWOM), and how trust as a mediator affects purchase intention and subsequently impacts customer loyalty. This study involved 282 respondents from diverse backgrounds. The sampling technique employed both snowballing and random sampling methods. For analysis, the Structural Equation Modeling (SEM) technique was utilized. In the study, several relationships were tested for their significance. The relationship between SMU and Trust was found to be significant. However, the relationship between eWOM and Trust was not significant. Trust significantly influenced Purchase Intention and Customer Loyalty. The direct relationship between Purchase Intention and Customer Loyalty was not significant. Moreover, the mediated relationships of SMU through Trust to Purchase Intention were significant, while the mediated relationship of eWOM through Trust to Purchase Intention was found to be non-significant. This investigation illuminates the distinct confluence of age-old values and contemporary digital interactions in sculpting consumer behavior within Indonesia. It accentuates the imperative for coffee shop enterprises to discern and synergize with these trends to guarantee enduring prosperity.

The use of social media for young people has encouraged communication and socialization with other users massively and excessively. Besides, activities by the community of social media users have allocated much time. This condition exposed productivity as a challenge in the place and family communication. This study explores the effect of excessive use of social networking sites on customer loyalty with the mediating role of perceived usefulness, behavioral intention, and essential information. This research focused on adult-young people who use social networking media daily. Data collection used questionnaires designed with a five-point Likert scale and distributed online through Google Forms link. The respondents were given rewards through internet charge vouchers to encourage them, respondents, to complete the questionnaires. The questionnaire was distributed successfully to 932 prospective respondents during 2019-2023 through social media (WhatsApp, Line) and e-mail. Four hundred seventy-two (472) respondents were considered to meet the sample criteria as an adult-young group—data processing using Partial Least Square (PLS) with SmartPLS Software version 4.0. The results found that excessive use of social networking sites positively affects perceived usefulness, essential information, and behavioral intention. Perceived usefulness positively influences essential information and behavioral intention. The essential information increases behavioral intention and customer loyalty. The results also found that behavioral intention positively impacts customer loyalty. The practical contribution of research to young adults can determine the top priority in using social networking sites so as not to interfere with work activities and good relationships between family members. The film industry can promote products through social media effectively and efficiently. The theoretical contribution of research by enriching marketing behavior theory and technology acceptance model to improve user welfare and comfort.

The online markets have been growing during the last near years, and many businesses have generated customer satisfaction and loyalty by developing their marketing activities. The main aim of this study is to review the related body of the literature to develop a thorough conceptual research framework including e-marketing in order to determine the respective antecedent factors of customer satisfaction and loyalty. Another study aim is examining the mediating role of the perceived value on the interrelationships between e-marketing, customer satisfaction and loyalty. Through a questionnaire survey, the study collected the data from various online shoppers in Jordan with about 482 participants. The study results indicated that e-marketing had a significant effect on customer satisfaction but did not generate customer loyalty, and the customer satisfaction had a significant effect on customer loyalty. Another key result is the perceived value mediated the relations between e-marketing and both customer satisfaction and customer loyalty. The study's respective implications offer new insights in marketing literature and conclude that the successful marketing activities should focus on the perceived value that is felt by the customers.

Nowadays, companies offer product bundles with special discounts in order to sell more products. However, it is important to note that customers show different levels of loyalties to companies, and each segment of the market has unique features, which influences the customers’ buying patterns. The primary purpose of this paper is to propose a novel model for product bundling in e-commerce websites by using market segmentation variables and customer loyalty analysis. RFM model is employed to calculate customer loyalty. Subsequently, the customers are grouped based on their loyalty levels. Each group is then divided into different segments based on market segmentation variables. The product bundles are determined for each market segment via clustering algorithms. Apriori algorithm is also used to determine the association rules for each product bundle. Classification models are applied in order to determine which product bundle should be recommended to each customer. The results demonstrate that the silhouette coefficient, support, confidence, and accuracy values are higher when both customer loyalty level and market segmentation variables are used in product bundling. Accordingly, the proposed model increases the chance of success in direct marketing and recommending product bundles to customers.

One of the most advantages of the internet and its expansion is probably due to its easy and low cost access to unlimited information and easy and fast information exchange. The accession of communication technology for marketing area and emergence of the Internet leads to creation and development of new marketing models such as viral marketing. In fact, unlike other marketing methods, the most powerful tool for selling products and ideas are not done by a marketer to a customer but from a customer to another one. The purpose of this research is to analyze the relationship between customers' loyalty and the acceptance of viral marketing based on the theory of technology acceptance model (TAM) model among the civil engineers and architects who are the members of Engineering Council in Isfahan (ECI). The research method is descriptive–survey and it is applicable in target. The statistical population includes civil engineers and architects who are the members of Engineering Council in Isfahan including 14400 members. The sample size was determined 762 members based on Cochran sampling formula, the sample was selected as accessible. The data was collected by field method. Analyzing the data and recent research hypothesis, the data was extracted from the questionnaires. Then, all the data was analyzed by computer and SPSS and LISREL software. According to the results of the data, the loyalty of the civil engineers and architects members of ECI was associated with the acceptance and practical involvement of viral marketing.