Research Article
Building Sustainable Customer Loyalty: A Systematic Review of Key Determinants and Challenges Across Sectors
@INPROCEEDINGS{10.4108/eai.30-10-2024.2354741, author={Oos Kosasih and Kadarisman Hidayat and Benny Hutahayan and S. Sunarti}, title={Building Sustainable Customer Loyalty: A Systematic Review of Key Determinants and Challenges Across Sectors}, proceedings={Proceedings of the 3rd International Conference on Public Administration and Governance, ICOPAG 2024, 30 October 2024, Malang, Indonesia}, publisher={EAI}, proceedings_a={ICOPAG}, year={2025}, month={5}, keywords={sustainable customer loyalty service quality brand equity customer engagement sustainable practices systematic review}, doi={10.4108/eai.30-10-2024.2354741} }- Oos Kosasih
Kadarisman Hidayat
Benny Hutahayan
S. Sunarti
Year: 2025
Building Sustainable Customer Loyalty: A Systematic Review of Key Determinants and Challenges Across Sectors
ICOPAG
EAI
DOI: 10.4108/eai.30-10-2024.2354741
Abstract
In the midst of intense business competition and rapidly changing consumer preferences, sustainable customer loyalty has become increasingly crucial for companies aiming to maintain long-term competitive advantage. This study conducts a systematic review to identify the key factors influencing sustainable customer loyalty and uncover gaps and inconsistencies in the existing literature. The findings reveal that service quality, brand equity, customer engagement, sustainable practices, and customer identification and personalization are the main determinants of sustainable customer loyalty. However, there is an urgent need for further research focused on specific sectors, the development of integrated frameworks, and the analysis of the impacts of dynamic market conditions and evolving regulations. This study provides valuable guidance for academics and practitioners in developing effective strategies to build and sustain customer loyalty over the long term.
