In the recent years the way to do banking has changed. Internet banking has grown and a lot of niche banks working mainly with the Internet as a medium has entered the Swedish bank market. How to keep the customer loyal online in a very competitive environment has become a main question for the banks. The aim of this dissertation is to test what factors impact bank customer loyalty in an online...

Since the provision of blood and blood products depends entirely on the willingness of donors to spend their blood for this purpose, we felt that an International Forum of Vox Sanguinis should be devoted to donor recruitment and in particular to ‘donor loyalty’ and to ‘barriers to blood donation’. To obtain information on these subjects, the following questions were sent to experts in the field...

background: service quality is perceived as an important factor for developing patient's loyalty. the aim of this study was to determine the hospital service quality from the patients' viewpoints and the relative importance of quality dimensions in predicting the patient's loyalty. methods: a cross-sectional study was conducted in 2010.the study sample was composed of 943 patients selected from...

this study aims to determine organizational citizenship behavior’s impact on customer loyalty and quality of services. that is to examine, organizational citizenship behavior of nurses and patients (customers) of the kermanshah province hospitals by two hypotheses. population comprised of 1524 nurses which 544 nurses were selected as sample. also sample of same size in a random way in a period ...

regarding the importance of the customer in today'scompetitive world, and considering the previous researches whichindicated the cost of attracting new customers is far more than the costof maintaining customer loyalty, studying the methods of obtainingand maintaining customer loyalty in various businesses has received ahigh priority. the purpose of this study is to determine thecomponents...

Structured Abstract Purpose: Despite having been widely studied in traditional (bricks-and-mortar) services, the effect of service failures and recovery on customer loyalty has received only limited attention in the context of e-services. Taking the default stance that theory from traditional services will find replication in e-services, this study sets out to empirically test the following set...

Despite making significant investments in enhancing the customer service experience, long-term customer loyalty remains an elusive dream for many service providers. Particularly in the telecommunications industry, switching providers even from within continuous contract relationships is easy and companies struggle to retain their customers. Trust and value are considered cornerstones of long-te...

Product returns present one of the biggest operational challenges in the world of Internet retailing due to the sheer volume and cost of processing returns. But returns also represent an often-missed opportunity to manage customer relationships and build customer loyalty to the retailer. Based upon data from a survey of 464 customers of five different Internet retailers, this article explores h...