This study examines the usefulness of the theory of transaction cost economics (TCE) for the online travel market and investigates customer satisfaction and loyalty with the transaction cost over the Internet taken into account. Using structural equation modelling (SEM), the authors identify the relationships among the antecedents (uncertainty, personal security and buying frequency), the media...

Araştırma giyim mağazalarını ziyaret eden tüketicilerin edinmiş oldukları deneyimin; müşteri tatmini ve sadakati üzerindeki etkisinin belirlenmesi amacıyla gerçekleştirilmiştir. Araştırmanın evrenini üzerine tüketim yapan sıklıkla benzer tüketiciler oluşturmaktadır. Araştırmada hipotezlerin test edilmesi için Smart PLS 3 (Partial Least Squares) istatistik programı kullanılmıştır. ölçülmesi amaç...

this study examines the impact of service quality on customer satisfaction and loyalty in indian banking sector by applying servperf scale. a total of 50 customers of state bank of india, mohan nagar township branch of salem district in tamilnadu were interviewed on convenient basis for the above purpose.  tools like exploratory factor analysis. inter-correlation, analysis of variance, multiple...

Customers could switch service provider easily because of lower searching cost and identical service in online environment. Most marketing research for customer loyalty emphasizes the effect of satisfaction and switching barrier, derived from investment model. However, how satisfaction and switching barrier influence customer loyalty has been less conclusive. The possible reason is neglect of c...

This study extends the existing satisfaction–trust–loyalty paradigm to investigate how customers’ affectionate ties with firms (customer–firm affection)—in particular, the components of intimacy and passion—affect customer loyalty in services. In a bilevel model, the authors consider customer–staff and customer–firm interactions in parallel. Through a netnography study and survey research in tw...

The purpose of this paper is to verify the relationships among service quality, perceived value, customer satisfaction, and customer loyalty in mobile phone service. The study conducted an empirical research. A total of 384 mobile phone users’ responses were collected from Seoul in Korea. The findings show that service quality positively influences customer loyalty. In addition, perceived value...

After the implementation of national health insurance in Taiwan, the hospitals are facing severe operational competition, particularly in Taipei. Thus, to develop customer management model, hospitals have introduced Customer Relationship Management (CRM) to gain new customers, maintain the relationship with existing customers, and enhance customer satisfaction and loyalty. After analyzing the p...

In this study, we propose a three-component customer value model for ecommerce. This model draws upon the literature in marketing, consumer study, and information systems. It decomposes customer value into process value, outcome value, and shopping enjoyment. This three-component model is parsimonious and comprehensive. The results from this study show that outcome value and process value contr...