This study was developed with the objective of examining perceived quality, satisfaction, and customer loyalty in regard to mobile phone service providers. A survey was done involving 434 customers in Brazil. The results showed that perceived quality could be evaluated based on the quality of the product, quality of the connection, shops, coverage areas and customer service. A low level of loya...

With the rapidly development of e-commerce, online shopping becomes very popular among Chinese customers. In the past few years, online group-buying has experienced big rise and fall, thus, how to retain customers and improve customer loyalty should be considered by the practitioners. This study aims to explore potential factors which contribute to customer loyalty in the online group-buying co...

competition intensity in market place and perceived importance of customer retention for organizations has inclined them to develop and maintain enduring relation with customers. according to marketing scholars, relationship marketing is the best strategy for doing so. in this article the contribution of relationship marketing underpinnings namely, commitment, trust, communication, and conflict...

social responsibility is a collection of duties and commitments the organization should undertake to preserve, treat and help the society in which it operates. the aim of this study was to investigate the effect of experience mediator on the relationship between managers' social responsibility and customer loyalty in sport clubs. the research method was correlation- survey. the statistical...

The hospitality industry is one that has been driven by customer loyalty. Many customers pick their hotel of choice and will stay with that same hotel because of the experiences, service, and even the price. Customers have recently been rewarded through hotel, credit card, and airline points that help drive and maintain this loyalty. Utilizing data to their advantage, the hotel industry has bee...

Keyword: Customer gratitude Relationship marketing Retailing Loyalty programs Customer gratitude represents the emotional core of reciprocity and plays a key force in developing and maintaining successful seller–buyer relational exchanges. Based upon personal interviews with 239 members of loyalty card programs of a department chain store, this study shows that alternative relationship marketin...

This study investigates the factors affecting the brand loyalty of the customers of Auto-mobile industry in region of Pakistan with the use of ECSI model. A well-organized structured questionnaire was distributed among the customers of Auto-mobile industry. The questionnaire was based on 5 Point likert-type scale. Results show that the customer expectations have a direct positive impact on perc...

The study investigates the impact of brand equity on brand loyalty with the mediation of customer satisfaction in restaurant sector of Lahore, Pakistan. The study uses seven dimensions of brand equity, which include physical quality, staff behavior, ideal selfcongruence, brand identification, life style-congruence, trust and environment. Questionnaire has been used to collect the data from the ...

This paper examines the shifting role of perceived value and satisfaction in the formation of loyalty over the duration of a relationship life cycle. Drawing on a sample of online shoppers in Taiwan, the results show that the association between loyalty intention and shopping experiences conforms to an S-shaped growth curve. Customers’ intentions to stay with a website appear to be influenced b...

Comparing with the traditional store, the online store can keep the track of customers’ purchasing records and personal information. By analyzing these customers’ records, online store can have a better understanding of their customers’ profile and purchasing behavior. In this paper, we define a standard product loyalty status, or SPLS, using customers’purchasing records to evaluate each custom...