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...

Despite the prevalent use of loyalty programs, there is limited evidence on the long-term effects of such programs, and their effectiveness is not well established. The current research examines the long-term impact of a loyalty program on consumers’ usage levels and their exclusive loyalty to the firm. Using longitudinal data from a convenience store franchise, the study shows that consumers w...

The purpose of this chapter is to analyze the loyalty of airline users in both online and offline environments, and the influence exercised by the virtual environment on overall loyalty to an airline company. An empirical study was carried out, with a total of 1710 personal interviews with users of different airline companies. In the analysis of the data, structural equations models were used, ...

Literature has stressed the importance of customer retention (loyalty) as it is considered to be a vital source in attaining not only competitive advantage but also improved business performance. A number of studies on online shopping behavior have indirectly related customer satisfaction to repurchase intention. But very few studies have explicitly studied the relationship between customer sat...

Underpinned by Script Theory and the S-O-R model, this research enhances green tourism consumption literature to identify how destination service quality contributes visitors’ memorable experiences loyalty towards a place-based food attraction. A total of 202 tourists who visited Best Highlands tea plantation in Malaysia were surveyed using an online questionnaire. Using PLS-SEM, study has seve...

This paper examines the relationship between performance assessed electronic store (e-store) service quality and e-store customer loyalty in an electronic retailing environment. The research was carried out using a web-based survey method involving 3 e-stores and 324 e-customers. The survey data was then used to test models of e-store service quality and estore customer loyalty and to assess th...

Owing to the increased competition in electronic markets, customer loyalty has become an important success factor in e-business. However, the antecedents of customer loyalty differ between business domains. While the formation of customer loyalty in e-commerce has been studied extensively, little is known about how loyalty towards news websites develops. Integrating findings from uses and grati...

This study aims to explore howdifferently social and economic rewards of a hotel loyalty program impact program loyalty and further examine how the differential impact produces relational behaviors. Findings suggest that economic rewards drive program loyalty more strongly than social rewards because members tend to stay with a loyalty program due to its economic reward. However, social rewards...

Brand Loyalty is the only tool for any company to survive in a severe competition. Brand helps in creating relationship between consumer and producer. In this research we study and investigated the effect of service quality, perceived quality, perceived value, brand trust and customer satisfaction on brand loyalty. The service quality, perceived quality and value were determined to be input var...

In this study we examine the driving forces of customer loyalty in the broadband market in Hong Kong. We developed and empirically tested a model to examine the antecedents of customer loyalty towards Internet service providers (ISPs) in Hong Kong. Structural equation modeling (SEM) was used to evaluate the proposed model. A total of 737 valid returns were obtained through a questionnaire surve...