{"id":"https://openalex.org/W3194045349","doi":"https://doi.org/10.21512/tw.v22i2.7082","title":"The Role of Digital Loyalty Program towards Customer Loyalty through a Measure of Satisfaction","display_name":"The Role of Digital Loyalty Program towards Customer Loyalty through a Measure of Satisfaction","publication_year":2021,"publication_date":"2021-08-12","ids":{"openalex":"https://openalex.org/W3194045349","doi":"https://doi.org/10.21512/tw.v22i2.7082","mag":"3194045349"},"language":"en","primary_location":{"id":"doi:10.21512/tw.v22i2.7082","doi":"https://doi.org/10.21512/tw.v22i2.7082","is_oa":true,"landing_page_url":"https://doi.org/10.21512/tw.v22i2.7082","pdf_url":"https://journal.binus.ac.id/index.php/winners/article/download/7082/4306","source":{"id":"https://openalex.org/S2764460010","display_name":"The Winners","issn_l":"1412-1212","issn":["1412-1212","2541-2388"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj"],"host_organization":"https://openalex.org/P4310314957","host_organization_name":"Bina Nusantara University","host_organization_lineage":["https://openalex.org/P4310314957"],"host_organization_lineage_names":["Bina Nusantara University"],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The Winners","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://journal.binus.ac.id/index.php/winners/article/download/7082/4306","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5056337946","display_name":"Roymon Panjaitan","orcid":"https://orcid.org/0000-0002-5901-1682","observed_orcids":["https://orcid.org/0000-0002-5901-1682"]},"institutions":[{"id":"https://openalex.org/I4387153296","display_name":"Universitas Sains dan Teknologi Komputer","ror":"https://ror.org/05tqmmk50","country_code":"ID","type":"education","lineage":["https://openalex.org/I4387153296"]}],"countries":["ID"],"is_corresponding":true,"raw_author_name":"Roymon Panjaitan","raw_affiliation_strings":["Universitas STEKOM"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas STEKOM","institution_ids":["https://openalex.org/I4387153296"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5056337946"],"corresponding_institution_ids":["https://openalex.org/I4387153296"],"apc_list":{"value":1000000,"currency":"IDR","value_usd":65},"apc_paid":{"value":1000000,"currency":"IDR","value_usd":65},"fwci":2.5758,"has_fulltext":true,"cited_by_count":25,"citation_normalized_percentile":{"value":0.89946166,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":95,"max":99},"biblio":{"volume":"22","issue":"2","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9937000274658203,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9937000274658203,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.003000000026077032,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.00139999995008111,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9980000257492065},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/lazada","display_name":"Lazada","score":0.8479999899864197},{"id":"https://openalex.org/keywords/e-commerce-platforms","display_name":"e-commerce platforms","score":0.878000020980835},{"id":"https://openalex.org/keywords/e-coupons","display_name":"e-coupons","score":0.8650000095367432},{"id":"https://openalex.org/keywords/flash-sales","display_name":"flash sales","score":0.722000002861023},{"id":"https://openalex.org/keywords/service-dominant-logic","display_name":"service-dominant logic","score":0.8360000252723694},{"id":"https://openalex.org/keywords/resource-based-view","display_name":"resource-based view","score":0.8539999723434448},{"id":"https://openalex.org/keywords/indonesia","display_name":"Indonesia","score":0.6579999923706055}],"concepts":[{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.7500066757202148},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6684005856513977},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.663181722164154},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.648363471031189},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.6272470951080322},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.515019416809082},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.3870333433151245},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.35375821590423584},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.25175583362579346}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.21512/tw.v22i2.7082","doi":"https://doi.org/10.21512/tw.v22i2.7082","is_oa":true,"landing_page_url":"https://doi.org/10.21512/tw.v22i2.7082","pdf_url":"https://journal.binus.ac.id/index.php/winners/article/download/7082/4306","source":{"id":"https://openalex.org/S2764460010","display_name":"The Winners","issn_l":"1412-1212","issn":["1412-1212","2541-2388"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj"],"host_organization":"https://openalex.org/P4310314957","host_organization_name":"Bina Nusantara University","host_organization_lineage":["https://openalex.org/P4310314957"],"host_organization_lineage_names":["Bina Nusantara University"],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The Winners","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:30d8e1c398d04c7d98841b59f2da1d16","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/30d8e1c398d04c7d98841b59f2da1d16","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal the Winners, Vol 22, Iss 2, Pp 163-171 (2021)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.21512/tw.v22i2.7082","doi":"https://doi.org/10.21512/tw.v22i2.7082","is_oa":true,"landing_page_url":"https://doi.org/10.21512/tw.v22i2.7082","pdf_url":"https://journal.binus.ac.id/index.php/winners/article/download/7082/4306","source":{"id":"https://openalex.org/S2764460010","display_name":"The Winners","issn_l":"1412-1212","issn":["1412-1212","2541-2388"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj"],"host_organization":"https://openalex.org/P4310314957","host_organization_name":"Bina Nusantara University","host_organization_lineage":["https://openalex.org/P4310314957"],"host_organization_lineage_names":["Bina Nusantara University"],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The Winners","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8","score":0.48510000109672546}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W3194045349.pdf","grobid_xml":"https://content.openalex.org/works/W3194045349.grobid-xml"},"referenced_works_count":32,"referenced_works":["https://openalex.org/W238561534","https://openalex.org/W1503652959","https://openalex.org/W1820801730","https://openalex.org/W1974916389","https://openalex.org/W2025778218","https://openalex.org/W2037809001","https://openalex.org/W2063430405","https://openalex.org/W2099149812","https://openalex.org/W2119901236","https://openalex.org/W2160774699","https://openalex.org/W2319696735","https://openalex.org/W2395351083","https://openalex.org/W2483100862","https://openalex.org/W2531161332","https://openalex.org/W2581440127","https://openalex.org/W2603022660","https://openalex.org/W2707328592","https://openalex.org/W2737432587","https://openalex.org/W2739537466","https://openalex.org/W2750708004","https://openalex.org/W2758388959","https://openalex.org/W2761354731","https://openalex.org/W2777378243","https://openalex.org/W2781035842","https://openalex.org/W2804677659","https://openalex.org/W2809551765","https://openalex.org/W2890415629","https://openalex.org/W2945792041","https://openalex.org/W2982144287","https://openalex.org/W3008218971","https://openalex.org/W3008561972","https://openalex.org/W4233952941"],"related_works":["https://openalex.org/W4411529237","https://openalex.org/W3094995686","https://openalex.org/W3099778975","https://openalex.org/W4409310441","https://openalex.org/W4410756618","https://openalex.org/W4392525558","https://openalex.org/W4308793677","https://openalex.org/W7215520874","https://openalex.org/W7153041560","https://openalex.org/W7160271443"],"abstract_inverted_index":{"The":[0,20,106],"research":[1,40],"aimed":[2],"to":[3,10,72,90,158],"explore":[4],"the":[5,26,37,45,92,95,115,123,130],"importance":[6],"of":[7,22,25,29,39,44,79,94,125],"loyalty":[8,14,50,56,98,102,112,132,145],"programs":[9,51],"customer":[11,101,104,127,144],"satisfaction":[12,128],"and":[13,31,60,121],"in":[15,18,110,129,150],"digital":[16,49,97,111,131,151],"business":[17,152],"Indonesia.":[19],"concept":[21],"theoretical":[23],"development":[24,38],"resource-advantage":[27],"theory":[28],"competition":[30],"service-dominant":[32],"logic":[33],"was":[34,66,88],"used":[35],"for":[36],"findings.":[41],"Lazada,":[42],"one":[43],"e-commerce":[46],"platforms,":[47],"offered":[48],"such":[52],"as":[53],"points":[54],"store,":[55,57],"e-coupon,":[58],"e-newsletter,":[59],"flash":[61],"sale.":[62],"Thus":[63],"data":[64],"collection":[65],"distributed":[67],"through":[68],"an":[69],"online":[70],"questionnaire":[71],"Lazada":[73,96],"customers,":[74],"with":[75,84],"a":[76],"sample":[77],"size":[78],"384":[80],"respondents.":[81],"Data":[82],"testing":[83],"linear":[85],"regression":[86],"analysis":[87],"conducted":[89],"test":[91],"variables":[93],"program":[99,113,116],"on":[100],"mediated":[103,126],"satisfaction.":[105],"results":[107],"shows":[108],"that":[109,136],"variables,":[114],"features":[117],"contribute":[118],"positively":[119],"directly":[120],"have":[122],"success":[124],"program.":[133],"More":[134],"products":[135],"offer":[137],"customer-oriented":[138],"technology":[139],"feature":[140],"innovation":[141,153],"will":[142],"increase":[143],"amidst":[146],"dynamic":[147],"marketing":[148],"capabilities":[149],"change,":[154],"which":[155],"gives":[156],"impact":[157],"managers.":[159]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":6},{"year":2024,"cited_by_count":8},{"year":2023,"cited_by_count":5},{"year":2022,"cited_by_count":3}],"updated_date":"2026-11-11T12:16:26.678958","created_date":"2021-08-30T00:00:00"}