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All Journal International Journal of Management Science and Information Technology (IJMSIT)
Budi Hardjayanti, Nany
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Exploring Key Determinants of Customer Satisfaction and Loyalty: Strategies for Business Sustainability in the Modern Era Budi Hardjayanti, Nany; Andika Rifdayanti , Amirah; Bayu irawan, Satrya
International Journal of Management Science and Information Technology Vol. 5 No. 1 (2025): January - June 2025
Publisher : Lembaga Otonom Lembaga Informasi dan Riset Indonesia (KITA INFO dan RISET)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/ijmsit.v5i1.3781

Abstract

This study aims to explore the factors that influence customer satisfaction and loyalty as key elements for business sustainability in the modern era. The research employs a quantitative approach with a causal-explanatory survey design involving 200 respondents who are active customers of a company. The independent variables analyzed include product quality, price, customer service, innovation, and loyalty programs, with customer satisfaction and loyalty serving as the dependent variables. Data was analyzed using multiple linear regression to assess the impact of each independent variable on the dependent variables, alongside validity, reliability, and classical assumption tests to ensure model validity. The results show that all independent variables have a positive and significant effect on customer satisfaction and loyalty. Product quality is the most dominant factor (β = 0.46, p = 0.000), followed by customer service (β = 0.33, p = 0.000), innovation (β = 0.21, p = 0.001), loyalty programs (β = 0.18, p = 0.002), and price (β = 0.14, p = 0.007). Additionally, customer satisfaction was found to have a significant relationship with customer loyalty (β = 0.68, p = 0.000). These findings suggest that increasing satisfaction directly contributes to customer loyalty, which has implications for business sustainability. The study recommends that companies focus on improving product quality, innovation, customer service, and loyalty programs to enhance customer satisfaction and loyalty. Competitive pricing strategies should also be optimized to attract a broader market segment. In conclusion, understanding and managing these factors can support business sustainability in an increasingly competitive environment.
Exploring Key Determinants of Customer Satisfaction and Loyalty: Strategies for Business Sustainability in the Modern Era Budi Hardjayanti, Nany; Andika Rifdayanti , Amirah; Bayu irawan, Satrya
International Journal of Management Science and Information Technology Vol. 5 No. 1 (2025): January - June 2025
Publisher : Lembaga Otonom Lembaga Informasi dan Riset Indonesia (KITA INFO dan RISET)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/ijmsit.v5i1.3781

Abstract

This study aims to explore the factors that influence customer satisfaction and loyalty as key elements for business sustainability in the modern era. The research employs a quantitative approach with a causal-explanatory survey design involving 200 respondents who are active customers of a company. The independent variables analyzed include product quality, price, customer service, innovation, and loyalty programs, with customer satisfaction and loyalty serving as the dependent variables. Data was analyzed using multiple linear regression to assess the impact of each independent variable on the dependent variables, alongside validity, reliability, and classical assumption tests to ensure model validity. The results show that all independent variables have a positive and significant effect on customer satisfaction and loyalty. Product quality is the most dominant factor (β = 0.46, p = 0.000), followed by customer service (β = 0.33, p = 0.000), innovation (β = 0.21, p = 0.001), loyalty programs (β = 0.18, p = 0.002), and price (β = 0.14, p = 0.007). Additionally, customer satisfaction was found to have a significant relationship with customer loyalty (β = 0.68, p = 0.000). These findings suggest that increasing satisfaction directly contributes to customer loyalty, which has implications for business sustainability. The study recommends that companies focus on improving product quality, innovation, customer service, and loyalty programs to enhance customer satisfaction and loyalty. Competitive pricing strategies should also be optimized to attract a broader market segment. In conclusion, understanding and managing these factors can support business sustainability in an increasingly competitive environment.
Scarcity Strategies and Price Promotions in Enhancing Consumer Purchase Intensity Putriyandari, Rofily; Amran, Ali; Budi Hardjayanti, Nany
International Journal of Management Science and Information Technology Vol. 5 No. 2 (2025): July - December 2025
Publisher : Lembaga Otonom Lembaga Informasi dan Riset Indonesia (KITA INFO dan RISET)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/ijmsit.v5i2.4817

Abstract

Competition is fierce in the market today, and companies are always looking for new ways that they can stay ahead of the game when it comes to capturing consumer attention. Two classes of approaches are commonly employed: product scarcity and price promotion with the intention of inducing consumer purchase intention. Artificially creating scarcity by limiting availability or offer duration helps establish value in the mind of the consumer. In the meantime, price promotions, e.g., discounts and specials, lower price barriers and drive impulse purchasing. The synergy of these tactics would, it is imagined, boost the appeal of a product. But it is still unknown the combined influence on the purchase quantity and it requires some more researching. Knowledge about the effects of scarcity as well as price promotions on consumer behavior is important for marketers who need to design more effective marketing promotions and sell as much during buynow periods as possible. This research aims to investigate the impacts of product scarcity and price promotion on consumer purchase intensity. A Quantitative Study, Descriptive and Causal Designs Were Used and Multiple Regression Analysis Was Used to Vet the Relationship Among the Variables. The sample was comprised of 300 online shoppers in the areas of electronics and fashion. The investigation also found that both product scarcity and price promotions had significant impacts on purchase intensity and that the impact of product scarcity was a unimodal one. Furthermore, the relationship was found to be moderated by scarcity and promotion discounting effects on purchase intention were magnified. The findings indicate scarcity appeals can increase willingness to purchase and could be characterized as a double-edged sword where too much scarcity leads to falling returns. When used in combination, these tactics can work well for businesses to get the most from their marketing strategy.
Scarcity Strategies and Price Promotions in Enhancing Consumer Purchase Intensity Putriyandari, Rofily; Amran, Ali; Budi Hardjayanti, Nany
International Journal of Management Science and Information Technology Vol. 5 No. 2 (2025): July - December 2025
Publisher : Lembaga Otonom Lembaga Informasi dan Riset Indonesia (KITA INFO dan RISET)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/ijmsit.v5i2.4817

Abstract

Competition is fierce in the market today, and companies are always looking for new ways that they can stay ahead of the game when it comes to capturing consumer attention. Two classes of approaches are commonly employed: product scarcity and price promotion with the intention of inducing consumer purchase intention. Artificially creating scarcity by limiting availability or offer duration helps establish value in the mind of the consumer. In the meantime, price promotions, e.g., discounts and specials, lower price barriers and drive impulse purchasing. The synergy of these tactics would, it is imagined, boost the appeal of a product. But it is still unknown the combined influence on the purchase quantity and it requires some more researching. Knowledge about the effects of scarcity as well as price promotions on consumer behavior is important for marketers who need to design more effective marketing promotions and sell as much during buynow periods as possible. This research aims to investigate the impacts of product scarcity and price promotion on consumer purchase intensity. A Quantitative Study, Descriptive and Causal Designs Were Used and Multiple Regression Analysis Was Used to Vet the Relationship Among the Variables. The sample was comprised of 300 online shoppers in the areas of electronics and fashion. The investigation also found that both product scarcity and price promotions had significant impacts on purchase intensity and that the impact of product scarcity was a unimodal one. Furthermore, the relationship was found to be moderated by scarcity and promotion discounting effects on purchase intention were magnified. The findings indicate scarcity appeals can increase willingness to purchase and could be characterized as a double-edged sword where too much scarcity leads to falling returns. When used in combination, these tactics can work well for businesses to get the most from their marketing strategy.
Co-Authors Ali Amran Andika Rifdayanti , Amirah Bayu Irawan, Satrya Rofily Putriyandari, Rofily