Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. We surveyed 242 customers serv...

Identifying factors that influence customers’ e-loyalty is paramount for practitioners and academics to develop successful marketing strategies and behavioral models. Online bookselling is a rapid growing industry in the UK, where e-loyalty models have yet to reach a conclusive argument. This paper aims to explore factors influencing customers’ e-loyalty to five online bookselling websites in t...

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...

Customer satisfaction and customer loyalty is becoming an increasingly important factor in modern retailing a market characterized by slow growth and intense competition. Big non-European chains such as Walmart are already present in some countries and consider to buy some of the retail chains in other countries e.g. the Scandinavian countries. This development will demand even more focus on cu...

The growth of application service providers has been phenomenal in application service industry worldwide. Application service providers usually provide service which is comprised with modularized and standard components. Customers can easily switch to another supplier based on the comparison between cost and benefit if their service is comprised with modularized and standard components. So, ke...

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 fro...

Information technology has transformed how travelers interact with travel service providers. Due to fierce competition in the online air travel industry, e-ticketing services have focused attention on fostering customer loyalty. This is an important strategy because, in general, initial transactions with new customers are less profitable than transactions with existing customers. Drawing on res...

BACKGROUND Web-based sexual health resources are typically evaluated in terms of their efficacy. Information is lacking about how sexual health promotion websites are perceived and used. It is essential to understand website use to address challenges with adherence and attrition to Web-based health interventions. An existing theoretical framework for examining loyalty to electronic health (eHea...

This study is aimed at providing an insight into the effects of competition on customer value delivery for customer loyalty. Data were collected using a questionnaire on dyads of service employees and customers. The techniques of ANOVA, ordinary least squares, and logistic regression were used to analyze the dyad data in terms of research purposes. Results show that competition is a moderator o...

This study aims to identify the mediating effect of trust on brand loyalty and brand equity. Three antecedents including cognitive and experiential factors are evaluated to identify their direct effects on brand loyalty and brand equity. Their indirect effects through trust are also evaluated. This study conducted a survey through both paper-based and online based survey. The respondents were 2...