PENGARUH CUSTOMER EXPERIENCE, CUSTOMER EXPECTATION TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY D′ BESTO CHICKEN & BURGER

Satisfaction Strength and Customer Loyalty

Although empirical research indicates that satisfaction is intimately linked to loyalty, anecdotal evidence reveals that many customers who state that they are very satisfied with a service provider nevertheless subsequently defect. In this paper, the authors focus on identifying which customers are vulnerable to defection despite stating high levels of satisfaction. Drawing on the emerging per...

Website Efficiency, Customer Satisfaction and Customer Loyalty: A Customer Value Driven Perspective

This paper proposes a customer value driven perspective for analyzing the design of Internet retailing websites, the initial stage in the electronic service delivery channel. As a loyal customer base is crucial for website profitability over both the short and long term, customer satisfaction plays a critical role in determining both website efficiency and customer loyalty. The quandary facing ...

Customer Loyalty

The purpose of the research is to find out the impact of economic recession on customer loyalty to banks in the UK. This aim has been reached using methods of statistical analysis and through investigation of primary and secondary data. The methods of analysis that were implemented in the research included regression and correlation analysis of variance as well as chi-square tests. The data has...

Customer Loyalty

Quality From Customer Needs to Customer Satisfaction

Feel lonely? What about reading books? Book is one of the greatest friends to accompany while in your lonely time. When you have no friends and activities somewhere and sometimes, reading book can be a great choice. This is not only for spending the time, it will increase the knowledge. Of course the b=benefits to take will relate to what kind of book that you are reading. And now, we will conc...