Customer satisfaction and customer loyalty are related to key measures of financial performance for firms. The ability to find key drivers for predicting loyalty and profitability is an important step in developing marketing strategies that lead to high quality, long-term relationship with customers. Traditional techniques for modeling the network of causeand-effect relationships related to loy...

This study investigates the relationship between service quality of electronic supermarkets and customer loyalty by conducting questionnaire survey on 237 buyers in Tran Anh electronic supermarkets in Hanoi, Vietnam. This questionnaire was constructed with 28 retail service quality items covering 5 service quality dimensions namely Physical Aspects, Reliability, Personal Interaction, Problem So...

Researchers have found that customer loyalty is an important source of competitive advantage of a business. This concept has been widely tested in reference to various objects. To date, however, few researchers have addressed the issues on the impact of relationship investment and justice on behavioral loyalty mediated by three elements of relationship quality. Present research has developed an...

The purpose of this paper was to demonstrate empirically that attitudinal loyalty and satisfaction are divergent concepts. The results of this paper indicate that attitudinal loyalty is satisfaction driven and that satisfaction and attitudinal loyalty are related but divergent concepts. However had the analysis relied exclusively on correlation or exploratory factor analysis the empirical resul...

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...

in today’s competitive world, customers are at the main focus of organizations and the customer loyalty is the main reason of acquiring competitive advantage of organizations. the aim of present research is to investigate the relationship between customer loyalty and one of its key variables, service quality. trust and satisfaction have been investigated here as intermediate variables. this res...

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...

Most of previous studies on mobile banking focus on the initial adoption by drawing upon the technology acceptance theories, while the post-adoption issues (e.g., loyalty) have been rarely examined. To fill this research gap, based on brand equity theory and symbolic value theory, we propose a research model to articulate the relationship between technology leadership, brand equity, and custome...

The extant literature presents antecedents of loyalty into four groups: characteristics of the environment, characteristics of the dyadic relationship, characteristics of the consumer, and consumer perceptions of the relationship with the marketing firm. However, it pays little to no attention to the antecedents of loyalty in small island economies. Prior research on small island economies is h...

SATISFACTION AS ANTECEDENTS ABSTRACT Purpose: This paper studies, from the perspective of relationship marketing, the loyalty behavior of industrial customers in the context of a cluster. Loyalty is a key variable for studying long term relationships between firms. Research implications: Recent advances in consumer and services marketing consider that perceived value and satisfaction are centra...