Relevant bibliographies by topics / Customer loyalty

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Customer loyalty'

Author: Grafiati
Published: 4 June 2021
Last updated: 9 June 2025

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Journal articles on the topic "Customer loyalty"

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Darsono, Licen Indahwati. "LOYALTY & DISLOYALTY: SEBUAH PANDANGAN KOMPREHENSIF DALAM ANALISA LOYALITAS PELANGGAN." KINERJA 8, no. 2 (January 25, 2017): 163–73. http://dx.doi.org/10.24002/kinerja.v8i2.894.

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Marketer convinced that customer loyalty is a valuable asset for the company. But, in today marketplace managing customer loyalty is a daunting task. An understanding about customer loyalty concept is prerequisite for managing customer loyalty. Customer loyalty concept best understood with the composite approach; behavioral and attitudinal approach. Composite approach could make marketer to find out loyalty category andloyalty stages of the customers, loyalty’s antecedent and manage loyalty from that antecedent. Customer satisfaction is an antecedent of customer loyalty. But, some researchers argued that satisfaction and loyalty relationships is not linear. This statement is supported by the fact in the market, satisfied customers still defect, but several dissatisfied customers don’t switch. Therefore, analyzing customer loyalty required holistic view about customer loyalty, loyalty concept alone did not give marketer a comprehensive view in customer loyalty analysis. Marketers and researchers must pay attention to disloyalty.Key words: loyalty, disloyalty, satisfaction
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Santari, Ni Putu Nita, I. Wayan Suartina, and I. Made Astrama. "Pengaruh Customer Relationship Management dan Kepuasan terhadap Loyalitas Nasabah LPD Desa Adat Anggungan di Badung." Widya Amrita 1, no. 1 (January 20, 2021): 381–93. http://dx.doi.org/10.32795/widyaamrita.v1i1.1187.

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The LPD is a village economic institution that is used to collect and distribute funds in general as well as a source of development financing in almost all parts of customary village areas in Bali. Savings customers are the top priority of the LPD in the customary village of Anggungan to create Loyalty. In creating customer satisfaction and loyalty, the LPD in the customary village of Anggungan is required to implement a good and appropriate strategy, namely Customer Relationship Management (CRM) to increase customer satisfaction and loyalty. The purpose of this study to analyze the effect partially and simultaneously between Customer Relationship Management (CRM) and satisfaction on customer loyalty savings. The population in this study were 1,958 savings customers. The sample was determined based on the Slovin formula with the results obtained by 95 respondents. The results of data analysis indicate that Customer Relationship Management (CRM) and satisfaction simultaneously have a positive and significant effect on customer loyalty. Increasingly improving information technology strategies, namely Customer Relationship Management (CRM) in order to increase customer satisfaction and loyalty savings.
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Pps, Jurnalpps, Rio Budi Dwitama, Indra Prasetyo, and Nugroho Mardi Wibowo. "PENGARUH SERVICE MARKETING DAN EXPERIENTAL MARKETING TERHADAP CUSTOMER LOYALITY MELALUI CUSTOMER SATISFACTION PADA PELANGGAN MERK TOYOTA DI SURABAYA BARAT." Jurnal Manajerial Bisnis 3, no. 3 (April 20, 2020): 234–42. http://dx.doi.org/10.37504/jmb.v3i3.259.

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This study aims to determine the effect of Service Marketing and Marketing Experiences on consumer loyalty through Toyota customer satisfaction in West Surabaya. This research is an explanatory study with a quantitative approach. The results of observations on 96 respondents were analyzed using path analys, and it can be concluded that Service Marketing and Experiential Marketing directly influence the Customer Loyalty of Toyota customers in West Surabaya. The other results show that Service Marketing and Experiential Marketing through Customer Satisfaction have a significant effect on the customer loyalty of Toyota customers in West Surabaya.Keywords: service marketing, experiental marketing, customer loyality, customer satisfaction
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Aityassine, Fatima Lahcen Yachou. "Customer satisfaction, customer delight, customer retention and customer loyalty: Borderlines and insights." Uncertain Supply Chain Management 10, no. 3 (2022): 895–904. http://dx.doi.org/10.5267/j.uscm.2022.3.005.

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The aim of this study is to investigate the effects of customer satisfaction and customer delight on customer loyalty through customer retention. Data were collected using a questionnaire developed based on the literature and administered to a sample of restaurant customers consisting of 376 customers. Using IBM SPSS and AMOS software for data analyses, the results indicate that customer retention had a perfect mediating role in the effect of customer satisfaction on customer loyalty and a partial mediating role in the effect of customer delight on customer loyalty. The study provided several contributions. A key contribution to researchers is that the effect of customer satisfaction on other variables, particularly customer loyalty should be assessed in terms of its direct and indirect effects. A basic contribution to managers is that both satisfied and delighted customers have potential intentions to defect, hence, retaining customers is a crucial step to ensure loyalty. Delighted customers are more likely to be retained and retained customers are ready to be loyal customers.
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Dewi, Luh Komang Candra, Imade Hendra Saputra, Sourtua Marbun, and Luh Kadek Budi Martini. "The Influence of Service Quality and Customer Relationship Marketing on Customer Loyalty Using Trust as a Mediation Variable in the Village Credit Institution (LPD) of Customary Village." Journal of Digitainability, Realism & Mastery (DREAM) 2, no. 08 (August 31, 2023): 1–12. http://dx.doi.org/10.56982/dream.v2i08.146.

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This study aims to determine the effect of service quality and customer relationship marketing on customer loyalty with trust as a mediating variable. This research was conducted at the Kerobokan Customary Village LPD. The population in this study were all customers of the Kerobokan Customary Village LPD with a total of 26,768 people. The sample is determined using the slovin formula with a total sample of 100 samples. Collecting data in this study using questionnaires with data analysis techniques is SEM-PLS. The results of this study indicate that 1. E-service quality has a positive effect on customer loyalty. 2. Customer relationship marketing has a positive and significant effect on customer loyalty. 3. Trust has a positive and significant effect on customer loyalty. 4. Service quality has a positive and significant effect on trust. 5. Customer relationship marketing has a positive and significant effect on trust. 6. Trust is able to mediate the effect of service quality on customer loyalty. 7.Trust is able to mediate the influence of customer relationship marketing on customer loyalty.
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Ali, Muhammad Qasim, and Muhammad Suhail Sharif. "THE ROLE OF GAMIFIED CUSTOMER BENEFITS IN PURSUING CUSTOMERS’ LOYALTY: A MEDIATED ROLE OF CUSTOEMR ENGAGEMENT." March 2024 40, no. 1 (March 26, 2024): 50–63. http://dx.doi.org/10.51380/gujr-40-01-05.

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The social media platforms have become progressively vital in modern era as a means of interacting with consumers and as a means for marketers to focus on online social networks so as to foster loyalty of brands. Purpose of this study is to analyze the causal relationship among the characteristics of gamified customer benefits (epistemic benefits, social integrative benefits, personal integrative benefits and hedonic benefits), customer engagement and customer loyalty with respect to online brand communities on social media platforms. This study also analyzes the mediating role of customer engagement between gamified customer benefits and customer loyalty. Data is collected from 250 individuals and Smart PLS-4 is used to empirically test the hypothesis. Results reveals that epistemic benefits, social integrative benefits and hedonic benefits has positive & significant impact of customer engagement & customer loyalty while personal integrative benefits shows insignificant impact on customer engagement & loyalty. This study shows mediating role of customer engagement amid gamified customer benefits and customer loyalty. Thus, this study may help brand managers to better understand role of gamified customer benefits with customer engagement and customer loyalty.
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Wijayani, Tri, and Bono Prambudi. "PENGARUH KUALITAS PRODUK DAN BRAND IMAGE TERHADAP LOYALITAS PELANGGAN (Studi Empiris Pada Konsumen Wardah di Gerai Pusat Grosir Cililitan)." Jurnal Ekobis : Ekonomi Bisnis & Manajemen 10, no. 2 (September 30, 2020): 195–207. http://dx.doi.org/10.37932/j.e.v10i2.127.

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The purpose of this research is to find out the influence of product,brand image partial and simultaneous to the customer loyalty of product cosmetik Wardah. The data collected using the Rao pubra formula invloing 100 respondents which is Wardah cosmetik customers. Metodology this research is casual relation with test validity, reability tets, classic assumption test, correlation test, multipe linear regression test, t-test, F-test, and determinants. Base on result of reseach partial know that product quality (X1) influence on custemers loyality Wardah cosmetik, brand image (X2) not influence on custemer loyalty Wardah cosmetik. The qualty of product of the simultaneous effect on custumer loylity. The better the Product Quality, the Customer Loyalty will increase and the worse the Product Quality, the Customer Loyalty will decrease. The better the Brand Image the Customer Loyalty is increasing and the worse the Brand Image the customer loyalty will decrease.
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Vilkaite-Vaitone, Neringa, and Ilona Skackauskiene. "Service Customer Loyalty: An Evaluation Based on Loyalty Factors." Sustainability 12, no. 6 (March 13, 2020): 2260. http://dx.doi.org/10.3390/su12062260.

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This study sheds light on customer loyalty based on three groups of factors (customer, service provider, and environment). Noting the diversity of the effects of customer loyalty factors, this research investigates the impact of every factor upon customer loyalty. This paper provides an innovative insight into how a variety of customer loyalty factors might be combined into a single measure of customer loyalty. Finally, this study examines phases of customer loyalty and identifies the factors that prevent a peak of customer loyalty. The factors determining customer loyalty explain why customers move across different loyalty phases over time. The results of the empirical testing confirmed the practical applicability of the suggested approach for evaluating customer loyalty based on these factors. An innovative approach to the evaluation of customer loyalty is essential for marketers because it will help them to evaluate loyalty in cases where data about customer behavior are not collected. The findings of the research contribute to a better understanding of which factors are a viable basis for increasing customer loyalty, specifically in the catering and beauty markets, and offer guidance to marketing managers on how to shift customers to more desirable loyalty phases.
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Rizkiyah, Aminah, and Budiono Prestyadi. "PENGARUH SISTEM PENJUALAN ONLINE TERHADAP KEPERCAYAAN PELANGGAN DAN DAMPAKNYA PADA LOYALITAS PELANGGAN (STUDI PADA PT. WEB WAHANA WISATA)." MANAJERIAL 2, no. 1 (December 28, 2017): 75. http://dx.doi.org/10.30587/jurnalmanajerial.v2i1.179.

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Consumer Loyality very important means for the company that maintain the sustainability of their business and the continuity of our business activities. Customers faithful consumers is satisfied with products and services provided. Then variable existing as follows: the influence of Online Sales System (X); Customer Trust (Y1); and customer loyalty (Y2);Using the tabulated results of the survey population data on customers of PT Web Wahana Wisata on JL. Veteran 5A Singosari No. 42-Gresik were analyzed using path analysis (path analysis). Then it can be known to the alpha coefficient of each variable in each variable declared reliability because of greater than 0.6. But the value of the hypothesis test is said to be insignificant because the variable does not satisfy the requirements of t-values count > from the t-table, wich is equal to 1,9955 (95%) confidence levels in standart, among other things: the influence of online sales system with customer trust gained by the value t calculate of 0,105. The influence of online sales system with customer loyalty with a value calculate amounted to 1,647. The influence of customer trust and loyalty of customers obtained by values t count of 0,261. But the influence is not direct online sales system of customers loyalty through customer trust gained by the value of 0,00205, which means online sales system that run companies affect customer loyalty.
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Uncles, Mark D., Grahame R. Dowling, and Kathy Hammond. "Customer loyalty and customer loyalty programs." Journal of Consumer Marketing 20, no. 4 (July 1, 2003): 294–316. http://dx.doi.org/10.1108/07363760310483676.

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Customer loyalty presents a paradox. Many see it as primarily an attitude‐based phenomenon that can be influenced significantly by customer relationship management initiatives such as the increasingly popular loyalty and affinity programs. However, empirical research shows that loyalty in competitive repeat‐purchase markets is shaped more by the passive acceptance of brands than by strongly‐held attitudes about them. From this perspective, the demand‐enhancing potential of loyalty programs is more limited than might be hoped. Reviews three different perspectives on loyalty, and relates these to a framework for understanding customer loyalty that encompasses customer brand commitment, customer brand acceptance and customer brand buying. Uses this framework to analyze the demand‐side potential of loyalty programs. Discusses where these programs might work and where they are unlikely to succeed on any large scale. Provides a checklist for marketers.
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More sources

Dissertations / Theses on the topic "Customer loyalty"

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Romppanen, Maiju, Cecilia Kellgren, and Ladan Moradi. "Customer Loyalty Research : Can customer loyalty programs really build loyalty?" Thesis, Jönköping University, JIBS, EMM (Entrepreneurship, Marketing, Management), 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-729.

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<p>Background:</p><p>During the last decades the efforts to foster customer relationships have become important due to increased competition in the consumer markets. One of the most popular strategies have been to introduce customer loyalty programs which are believed to enhance the customer loyalty. The popularity of the customer loyalty programs is based on the beliefs that loyal customers are lucrative and these programs would bond the customers to the company. More recently however, the discussion whether these statements are accurate has started to blossom. Loyal customers are not necessarily as profitable as believed and it is not easy for companies to gain competitive advantage because almost all companies have similar customer clubs.</p><p>Purpose:</p><p>This thesis evaluates through a case study of a Swedish retail company whether customer loyalty programs manage to create loyalty among their members. Appropriate features of loyalty will be examined with the intention to evaluate whether there exists other factors outside the loyalty programs that are also influencing the creation of loyalty.</p><p>Method:</p><p>A qualitative study was conducted to answer the purpose of the thesis. Within the case study several semi-structured interviews were carried out with INTERSPORT and 20 telephone interviews with INTERSPORT customers. Empirical material was analyzed with a reflection to the theoretical framework and the research questions.</p><p>Conclusions:</p><p>Customer loyalty programs can enhance the creation of loyalty, but should be seen as a complement to other aspects of the business, namely, the product line, the customer service and the store concept. However, sustainable customer loyalty is difficult to obtain because many customers today are loyal to several companies instead of one.</p>
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Davis, William John Gronow. "Investigating customer loyalty programmes : evolving to true customer loyalty." Thesis, Stellenbosch : Stellenbosch University, 2011. http://hdl.handle.net/10019.1/85164.

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Customer loyalty programmes are widely regarded by companies as an effective means of achieving a strategic advantage over competitors and as a highly-effective platform to build lasting relationships with their most-valued customers. However, in today’s fast-paced world and loyalty-mature marketplace, customer loyalty programmes are showing signs of limited sustainability. Companies are starting to realise the importance of focusing on deeper, more meaningful, relevant and mutually-beneficial relationships with their customers in an attempt to sustain brand loyalty. The process of developing true customer loyalty involves companies adding extraordinary human level customer treatment. The purpose of this study is to explore whether customer loyalty programmes are developing true customer loyalty amongst customers. This research study explicitly investigates the views, attitudes, beliefs and perceptions of consumers partaking in customer loyalty programmes. At the outset of the study a literature review was conducted to explore and discuss literature pertaining to the key concepts of this study, namely customer loyalty programmes and true customer loyalty. This research study initially made use of a qualitative research method in the form of a focus group. The findings from the focus group contributed to the design of the questionnaire for the survey. A survey formed the quantitative component of the research. The survey questionnaire was distributed by means of a mall intercept to shoppers in a predetermined shopping mall. The ordinal data was analysed using descriptive and inferential statistical methods. The analysis indicated a marked disconnect between customer loyalty programmes and true customer loyalty. Customer loyalty programmes are generally regarded by customers as discount drivers rather than loyalty drivers. Customers indicated superior service, quality, trust and aligned values as key drivers in developing true customer loyalty. The majority of respondents stated that their selected customer loyalty programme was not developing true customer loyalty. The study provides a clear indication that customer loyalty programmes are not shifting attitudes that lead to ongoing behavioural change such as motivating multiple purchases. A key recommendation resulting from this study is for companies to develop customer-centric loyalty programmes that sincerely consider the needs of the customer, rather than merely attempting to drive sales through discount initiatives masked as customer loyalty programmes.
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Ow, Caryn. "A qualitative analysis of the loyalty building attributes of customer loyalty programs on gaining loyalty to brands." Thesis, Edith Cowan University, Research Online, Perth, Western Australia, 2001. https://ro.ecu.edu.au/theses/1059.

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A paradigm shift from mass marketing to the concentrated focus on one-to-one marketing has led to a barrage of tactical strategies to instill long-tern consumer loyalty among organisations' most valued customers. At the forefronts of these strategies are customer loyalty programs. Since the inception of the first loyalty program, AAdvantage in 1981, the marketplace has seen a proliferation of these programs across a widening range of industries. Not surprisingly, this has led to significant interest in customer loyalty programs among academics and practitioners. Despite the skepticism of academics relating to the effects of loyalty programs, many organisations have allocated a large amount of the or marketing budgets to developing, implementing and maintaining customer loyalty programs in the hope of generating long-term loyalty in customers. To date, current evaluations of customer loyalty programs have assessed the effects of these programs by focussing on behavioural measures (such as repeat purchases) and on economic outcomes (such as market share, penetration and share of wallet.) While these traditional measures have contributed to the understanding of consumer loyalty and evaluations of a program’s success, it has been recognised by researchers that the measures are inadequate to determine and explain the loyalty-building attributes of loyalty programs. Moreover, studies from the viewpoint of consumers remain lacking. In an attempt to bridge the gap, this qualitative study explores the attributes of customer loyalty programs that result in consumer loyalty to brands from the perspective of the consumer. The fundamental significance of this study is the integration of the behavioural and the attitudinal theoretical approaches used to investigate these attributes. In addition to this integrative approach, the study incorporates theories from relationship marketing. The components of loyalty and attributes of loyalty programs that were investigated were drawn from an extensive review of the brand loyalty, relationship marketing and customer loyalty program literatures. These components and attributes were deemed to be the most significant in establishing long-term consumer loyalty. The data for this qualitative study were derived from twenty-four semi-structured focused interviews with consumers who qualified as members of customer loyalty programs. The tentative conclusions drawn from this research are that from consumer’s points of view: (i) the act of loyalty is exhibited by the continual repeat purchase of the same product from the same store, (ii) the key to a successful customer loyalty program is the implementation of a program that is flexible to its members, (iii) the key to a defensive orientated loyalty program is a good incentive structure and an effective communication program, and (iv) the development and sustenance of a relationship between a consumer and an organisation is vital to the brand loyalty process. The results of this exploratory study provide a deeper understanding of the customer loyalty program phenomenon and the identification of program attributes that result in long-term consumer loyalty from the perspective of consumers. This research highlights that further investigation is required into the loyalty-building attributes of customer loyalty programs, and this will be central to the development of loyalty programs that satisfy consumers and effectively establish long-term loyalty to brands.
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Behrami, Faton, and Mikael Jonasson. "Kundlojalitet : en studie om vilken påverkan de demografiska aspekterna har på kundens lojalitet mot sin bank." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-11008.

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In Sweden today almost all people are connected to a bank in some way. It can range from loans, savings, shares, etc. They have a current account where salaries, student aid etc. is paid. Due to the large selection of banks, it has become more important for banks to be competitive in their services to their customers so they don’t change bank. This has led to that more and more banks are trying to get their customers to be more loyal to the bank by being more competitive. Loyalty is the result of several interrelated factors such as customer satisfaction and service. This leads to the purpose of this study to investigate if the demographic aspects have any influence on loyalty. Through a questionnaire survey, this study examined whether there is an influence of the demographic aspects on loyalty. The questionnaire consisted of questions based on previous research. It was distributed to people in Kristianstad on three different locations. Overall response rate to the questionnaires distributed gave us a participation of 110 respondents. The results were then statistically processed in order to test if there is a significant difference in loyalty within the various demographic aspects. According to this study, we could not find any differences in the demographic aspects. However, we were able to find small differences in the mean values ​​between the different groups in the demographic aspects<br>I dagens Sverige är i stort sett alla personer på något sätt kopplade till en bank. Det kan vara alltifrån lån, sparande, aktier m.m. Nästan alla personer i dagens Sverige har ett transaktionskonto dit lön, studiemedel m.m. utbetalas. På grund utav det stora utbudet av banker har det blivit viktigare för bankerna att vara konkurrenskraftiga i sina tjänster till sina kunder så att de inte byter bank. Detta har medfört att fler och fler banker satsar mycket resurser på att få sina kunder att bli lojala mot banken. Lojalitet är resultatet utav flera sammanhängande faktorer som exempelvis kundnöjdhet och service. Detta leder till uppsatsens syfte att undersöka ifall de demografiska aspekterna har påverkan på lojalitet. Genom en enkätundersökning har denna studie undersökt ifall det finns en påverkan av de demografiska aspekterna på lojalitet. Enkäten bestod av frågor som grundar sig på tidigare forskning. Den delades ut till personer i Kristianstad vid tre olika tillfällen. Totala svarsfrekvensen på de utdelade enkäterna gav oss ett deltagande på 110 respondenter. Resultaten har sedan bearbetats statistiskt för att testa ifall det råder signifikanta skillnader på lojalitet inom de olika demografiska aspekterna. Enligt denna studie kunde vi inte påvisa några skillnader inom dem demografiska aspekterna. Däremot kunde vi urskilja små skillnader i medelvärdena mellan de olika grupperna i de demografiska aspekterna.
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Peloso, Antony Frederick. "The antecedents of the employee loyalty-customer loyalty relationship." Thesis, Queensland University of Technology, 2005. https://eprints.qut.edu.au/16028/1/Antony_Peloso_Thesis.pdf.

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Increasing and maintaining customer loyalty has been shown to enhance service firm profitability. This research focuses on the antecedents of customer loyalty in a large national North American banking organisation, in particular the relationship between employee loyalty and customer loyalty, and further within the organisation, the antecedents of the employee loyalty-customer loyalty relationship. Thus the current research investigates the chain of events from managerial actions to customer loyalty with the aim of identifying relevant managerial practices and their influences within the organisation that lead to customer loyalty. The research provides tangible evidence supporting the importance of providing organisational resources to increase employee loyalty as a means of increasing customer loyalty in service organisations. To achieve this goal, the study suggests that a comprehensive set of managerial practices will enhance an organisation's service climate, foster positive employee attitudes and behaviours in relation to service provision, that impact on employee loyalty, service quality, and ultimately customer loyalty. These practices include support provided by senior leadership, the provision of resources that facilitate effective work practices, a positive management orientation on customers, and the use of employee evaluation and remuneration based on service-oriented behaviours and attitudes. By instituting these managerial practices, management can increase employee perceptions of self-efficacy, employees' beliefs in the abilities to perform well in their jobs, increase employee satisfaction, which in turn drive employee loyalty. These managerial practices also enhance the favourable nature of the organisation's service climate so that customer perceptions of service quality are likely to be more positive. Overall the study provides evidence to support the existence of a chain of events from managerial actions to employee and customer loyalty intentions. Evidence also exists to support the relationship between employee loyalty and customer loyalty, so that higher levels of loyalty within service a service organisation can potentially lead to higher levels of customer loyalty. The implications of the research are that management within service organisations can impact customer loyalty by focussing directly on service delivery issues and by providing a favourable service climate. Managers can also influence employee beliefs about their abilities to do their jobs and the level of satisfaction employees have within those organisational roles. The study also suggests that a service organisation's service climate is an important mechanism by which management can communicate to both employees and customers that a customer orientation is a primary managerial imperative. Finally, the study provides valuable insight into the processes by which employees perceive managerial orientation and support, and how those perceptions influence customer perceptions of service quality and impact on their loyalty intentions towards service organisations.
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Peloso, Antony Frederick. "The antecedents of the employee loyalty-customer loyalty relationship." Queensland University of Technology, 2005. http://eprints.qut.edu.au/16028/.

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Increasing and maintaining customer loyalty has been shown to enhance service firm profitability. This research focuses on the antecedents of customer loyalty in a large national North American banking organisation, in particular the relationship between employee loyalty and customer loyalty, and further within the organisation, the antecedents of the employee loyalty-customer loyalty relationship. Thus the current research investigates the chain of events from managerial actions to customer loyalty with the aim of identifying relevant managerial practices and their influences within the organisation that lead to customer loyalty. The research provides tangible evidence supporting the importance of providing organisational resources to increase employee loyalty as a means of increasing customer loyalty in service organisations. To achieve this goal, the study suggests that a comprehensive set of managerial practices will enhance an organisation's service climate, foster positive employee attitudes and behaviours in relation to service provision, that impact on employee loyalty, service quality, and ultimately customer loyalty. These practices include support provided by senior leadership, the provision of resources that facilitate effective work practices, a positive management orientation on customers, and the use of employee evaluation and remuneration based on service-oriented behaviours and attitudes. By instituting these managerial practices, management can increase employee perceptions of self-efficacy, employees' beliefs in the abilities to perform well in their jobs, increase employee satisfaction, which in turn drive employee loyalty. These managerial practices also enhance the favourable nature of the organisation's service climate so that customer perceptions of service quality are likely to be more positive. Overall the study provides evidence to support the existence of a chain of events from managerial actions to employee and customer loyalty intentions. Evidence also exists to support the relationship between employee loyalty and customer loyalty, so that higher levels of loyalty within service a service organisation can potentially lead to higher levels of customer loyalty. The implications of the research are that management within service organisations can impact customer loyalty by focussing directly on service delivery issues and by providing a favourable service climate. Managers can also influence employee beliefs about their abilities to do their jobs and the level of satisfaction employees have within those organisational roles. The study also suggests that a service organisation's service climate is an important mechanism by which management can communicate to both employees and customers that a customer orientation is a primary managerial imperative. Finally, the study provides valuable insight into the processes by which employees perceive managerial orientation and support, and how those perceptions influence customer perceptions of service quality and impact on their loyalty intentions towards service organisations.
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Eriksson, M., and C. Schuster. "Customer loyalty in Internet banking." Thesis, Kristianstad University College, School of Health and Society, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-4808.

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<p>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. </p><p>The aim of this dissertation is to test what factors impact bank customer loyalty in an online environment. A positivistic research philosophy, a deductive research approach, an explanatory purpose and a quantitative research method are adopted for the research. </p><p>It was found that customer satisfaction, corporate image and brand reputation and generation are factors that impact bank customer loyalty online. Switching costs, perceived service value and commitment show tendencies to impact bank customer loyalty online. </p><p>Since little research has been done on the topic bank customer loyalty, this dissertation may be of interest for researchers on customer loyalty and also for research on online loyalty for service companies. Moreover, the findings can be used as guidance for banks that want to develop their online banking and want to make sure they do everything possible to have loyal customers. </p>
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Van, La Khanh. "Customer loyalty in web-based retailing." [Melbourne] : RMIT University, 2005. http://adt.lib.rmit.edu.au/adt/uploads/approved/adt-VIT20070108.150426/public/02whole.pdf.

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Bae, Young Han. "Three essays on the customer satisfaction-customer loyalty association." Diss., University of Iowa, 2012. https://ir.uiowa.edu/etd/3255.

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The association between customer satisfaction and customer loyalty is one of the most central relationships for marketing theory and practice. To improve our understanding of this essential relationship in marketing, we develop a comprehensive and flexible theoretical framework for analyzing the association between customer satisfaction and customer loyalty, which simultaneously incorporates heterogeneity in the possible dimensions of competitive settings. This theoretical framework is grounded by more than 40 years of academic and practitioner research on the association between these two constructs, which allows us to more precisely examine the true nature of the association between satisfaction and loyalty by incorporating competitive setting heterogeneity. In addition, we test our theoretical framework by estimating a 3-level empirical hierarchical linear model, using American Customer Satisfaction Index data and several customer, firm and industry characteristics. Our findings indicate that the true nature of the association between satisfaction and loyalty is significantly influenced by competitive setting differences. Accounting for such differences allows firms and managers to significantly increase their ability to effectively convert satisfaction investments into loyalty. Also, we identify important trade-offs between the intercept and slope of the association between the two metrics, indicating that firms' incentives to invest or not in satisfaction differ dramatically across industries. Depending on the shape of their satisfaction-loyalty curve, firms can obtain a certain level of loyalty by indirectly choosing how much to invest in satisfaction. Therefore, customer satisfaction must be treated as an endogenous variable. In our subsequent analysis, we control for both satisfaction endogeneity and competitive settings heterogeneity using a Two-Stage Least Squares 3-level hierarchical linear model, correcting the standard error estimates via a jackknife procedure. This research provides precise, important theoretical and managerial insights, and broadens our understanding of the essential features of the satisfaction-loyalty relationship.
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So, Kam Fung. "An Investigation of the Role of Customer Engagement in Strengthening Service Brand Loyalty." Thesis, Griffith University, 2013. http://hdl.handle.net/10072/368139.

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For years, the development and maintenance of brand loyalty has been the ultimate goal of the marketing activities of many organisations (Dick & Basu, 1994; Fournier & Yao, 1997), and the significant benefits firms derive from strong brand loyalty have led to numerous studies investigating its formation. Previous loyalty research, which has mainly examined key marketing concepts such as service quality, customer satisfaction and perceived value as loyalty antecedents, has contributed significantly to the current understanding of the influence of transaction- related drivers of loyalty. However, the growth of the Internet and the emergence of new media channels have provided firms with an effective platform for customer interaction, enabling service brands to develop and maintain connections with customers beyond the service encounter. As a result, marketing scholars and practitioners increasingly recognise that brand loyalty can be built through a range of behaviours conceptualised as “customer engagement”.<br>Thesis (PhD Doctorate)<br>Doctor of Philosophy (PhD)<br>Griffith Business School<br>Griffith Business School<br>Full Text
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Books on the topic "Customer loyalty"

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Robinson, Sionade, and Lyn Etherington. Customer Loyalty. London: Palgrave Macmillan UK, 2006. http://dx.doi.org/10.1057/9780230513037.

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Nacif, Roberta C. Online Customer Loyalty. Wiesbaden: Deutscher Universitätsverlag, 2003. http://dx.doi.org/10.1007/978-3-322-81581-1.

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Linton, Ian. Building customer loyalty. London: Pitman [for] The Institute of Management, 1993.

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Bell, Chip R. Customer loyalty guaranteed. Avon, Mass: Adams Media, 2007.

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Lynch, James J. Customer Loyalty and Success. London: Palgrave Macmillan UK, 1995. http://dx.doi.org/10.1057/9780230374713.

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Cavallone, Mauro. Marketing and Customer Loyalty. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-51991-3.

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Lowenstein, Michael W. The customer loyalty pyramid. Westport, Conn: Quorum, 1997.

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Limited, Mintel International Group, ed. Customer loyalty in retailing. London: Mintel International Group Limited, 1998.

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Cross, Richard. Customer bonding: Pathway to lasting customer loyalty. Lincolnwood, Ill: NTC Business Books, 1995.

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Cross, Richard. Customer bonding: Pathway to lasting customer loyalty. Lincolnwood, Ill: NTC Business Books, 1995.

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Book chapters on the topic "Customer loyalty"

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Gassmann, Oliver, Karolin Frankenberger, and Michaela Csik. "Customer Loyalty." In Geschäftsmodelle entwickeln, 105–8. München: Carl Hanser Verlag GmbH & Co. KG, 2013. http://dx.doi.org/10.3139/9783446437654.013.

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Gassmann, Oliver, Karolin Frankenberger, and Michaela Choudury. "Customer Loyalty." In Geschäftsmodelle entwickeln, 149–53. München: Carl Hanser Verlag GmbH & Co. KG, 2020. http://dx.doi.org/10.3139/9783446467620.013.

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Cabano, Frank G., Stefan Müller, and Katja Gelbrich. "Customer loyalty." In Interfaith Marketing, 82–84. London: Routledge, 2024. http://dx.doi.org/10.4324/9781003506010-17.

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Gassmann, Oliver, Karolin Frankenberger, and Michaela Csik. "Customer Loyalty." In Geschäftsmodelle entwickeln, 136–40. München: Carl Hanser Verlag GmbH & Co. KG, 2017. http://dx.doi.org/10.3139/9783446452848.013.

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Robinson, Sionade, and Lyn Etherington. "What do customers want?" In Customer Loyalty, 1–21. London: Palgrave Macmillan UK, 2006. http://dx.doi.org/10.1057/9780230513037_1.

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Robinson, Sionade, and Lyn Etherington. "Summary of key points." In Customer Loyalty, 168–69. London: Palgrave Macmillan UK, 2006. http://dx.doi.org/10.1057/9780230513037_10.

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Robinson, Sionade, and Lyn Etherington. "Lessons in customer loyalty from the past." In Customer Loyalty, 22–46. London: Palgrave Macmillan UK, 2006. http://dx.doi.org/10.1057/9780230513037_2.

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Robinson, Sionade, and Lyn Etherington. "New customers, new challenges." In Customer Loyalty, 47–71. London: Palgrave Macmillan UK, 2006. http://dx.doi.org/10.1057/9780230513037_3.

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Robinson, Sionade, and Lyn Etherington. "The benefits of winning customer loyalty." In Customer Loyalty, 72–93. London: Palgrave Macmillan UK, 2006. http://dx.doi.org/10.1057/9780230513037_4.

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Robinson, Sionade, and Lyn Etherington. "Customer loyalty and service brands." In Customer Loyalty, 94–106. London: Palgrave Macmillan UK, 2006. http://dx.doi.org/10.1057/9780230513037_5.

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Conference papers on the topic "Customer loyalty"

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Gündoğmuş, Yunus Emre, Sinan Keçeci, Ege Erdem, and Emre Rençberoğlu. "Customer Propensity Prediction in E-Commerce Loyalty Program." In 2024 9th International Conference on Computer Science and Engineering (UBMK), 914–17. IEEE, 2024. https://doi.org/10.1109/ubmk63289.2024.10773577.

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Thanam, A., M. S. Malchijah Raj, M. Robinson Joel, P. Shanthakumar, and J. Joel Jacson. "Enhancing Telecom Customer Loyalty Through Churn Prediction Models." In 2024 8th International Conference on Electronics, Communication and Aerospace Technology (ICECA), 770–74. IEEE, 2024. https://doi.org/10.1109/iceca63461.2024.10800923.

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Kvíčala, Daniel, and Halina Starzyczná. "Customer Buying Behaviour in International E-commerce through Empirical E-shop Data." In Seventh International Scientific-Business Conference LIMEN Leadership, Innovation, Management and Economics: Integrated Politics of Research. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2021. http://dx.doi.org/10.31410/limen.s.p.2021.121.

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The article deals with customer e-loyalty. The main objective of the research was to investigate customer buying behaviour, hence customer e-loyalty in e-commerce, and the implications of this for e-shops. Specifical­ly, it concerns how customers behave at e-shops, how often they buy from the e-shops and what kind of revenue they bring to the e-shops. First, the theoretical background of the research is presented, based on some studies. The theoretical discussion proceeds from the broader context of loyalty. The core of the theory is e-loyalty. Secondary research and its results are then characterized. The subject of the research is the analysis of empirical e-shop data related to the manifestations of behavioural e-loyalty. Indicators in­forming about the proportion of loyal customers on the main variables of interest, concerning the total number of all customers, the number of visits to the e-shop, the number of transactions and the sales volume, were eval­uated. Also, the subject of the research is a company operating e-shops in selected countries and its customers. The research covers a total of 13,418 customers. The results obtained contradict the claims of some authors that e-loyalty is one of the key factors for the success of e-shops and that e-loyal customers generate a substantial part of the volume of purchases and sales.
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Sajin, Vlada, Andreea Sajin, and Ionela Țvigun. "Evaluarea impactului tehnicilor de fidelizare pe piața serviciilor din Republica Moldova." In Simpozion Ştiinţific al Tinerilor Cercetători, Ediţia a 21-a. Academy of Economic Studies of Moldova, 2024. http://dx.doi.org/10.53486/sstc.v1.42.

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Today, loyalty techniques in the service market are more important than ever, given the fierce competition in various business sectors. Customer retention is an essential strategy to increase revenue and ensure a solid base of loyal and satisfied customers. The role of loyalty techniques in the service market is to maintain the relationship with existing customers and convert them into loyal ones, which can lead to increased revenue and business development. Also, the loyalty of their achievement can reduce marketing costs and increase long-term profitability.
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J, D., Dinuka Chathuranga, J. A, K. A. Dilini, W. A, W. A, and W. G. "Customer Loyalty Program." In 8th International Conference on Advances in Computing, Electronics and Communication - ACEC. Institute of Research Engineers and Doctors, 2019. http://dx.doi.org/10.15224/978-1-63248-165-8-04.

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Nurainun. "Customer Loyalty and Customer Relationship Management." In Malaysia Indonesia International Conference on Economics Management and Accounting. SCITEPRESS - Science and Technology Publications, 2019. http://dx.doi.org/10.5220/0010520300002900.

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Breaban, Lucian, and Remus Ion Hornoiu. "Understanding Customer Loyalty in Romanian Wellness Spa Tourism: Insights from TRA Research." In 9th BASIQ International Conference on New Trends in Sustainable Business and Consumption. Editura ASE, 2023. http://dx.doi.org/10.24818/basiq/2023/09/057.

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The wellness spa industry has become one of the fastest-growing segments in the hospitality and tourism industry, with an increasing number of individuals seeking relaxation, rejuvenation, and wellness. Given the growing popularity of wellness spa services, it is important for businesses to understand the factors that influence customers' intentions to remain loyal to wellness spa services. In this vein, this study applied an extended Theory of Reasoned Action (TRA) framework to examine the relationship between attitude towards wellness spa services, subjective norms, satisfaction, and the intention to remain loyal to the wellness spa services. The study utilized survey data collected from customers of a well-known wellness spa destination in Romania. The research results revealed that that attitude and subjective norms positively influence customers' loyalty. In addition, the study found that satisfaction for spa services mediates the relationship between attitude towards spa services and the intention to remain loyal to the spa services. The findings of this study have important theoretical and managerial implications for tourism businesses seeking to enhance customer loyalty and satisfaction with wellness spa services.
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Gregurec, Iva, Lucija Tomašek, and Larisa Hrustek. "Complexity of Creating Customer Experience under the Influence of Digital Transformation." In Seventh International Scientific-Business Conference LIMEN Leadership, Innovation, Management and Economics: Integrated Politics of Research. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2021. http://dx.doi.org/10.31410/limen.s.p.2021.111.

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In a digital context, the customer experience represents a com­plex field of competition for companies in the process of retaining loyal and attracting new customers. The digital transformation paradigm, in the tech­nological and business aspect, should create value for the customer and in­crease the customer experience easier. However, challenges such as dynamic market changes and disruptions leading to increasingly complex customer requirements, make customer journey management a critical field for com­panies. This paper presents a preliminary review and provides insight into the problems of building loyalty and increasing customer experience un­der the influence of digital technologies. The recognized problems, accord­ing to secondary data, indicates that the potential of customer experience management with the help of digital technologies was not achieved. In this paper, recommendations for the elimination of mentioned problems were defined and how usage of digital technologies can contribute to building loyalty through analysis, monitoring, and support of customer journey.
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Silva, L., P. Dissanayake, B. Kumarasiri, and D. Soorige. "CUSTOMER LOYALTY TOWARDS SUSTAINABLE HOTELS: CASE STUDIES IN SRI LANKA." In The 9th World Construction Symposium 2021. The Ceylon Institute of Builders - Sri Lanka, 2021. http://dx.doi.org/10.31705/wcs.2021.20.

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The hotel sector is directly combined with customer loyalty as it has become increasingly obvious by incorporating its’ antecedents with customer satisfaction and trust. Customer loyalty is influenced by customer satisfaction of hospitality service when it is significantly related to service quality. Sustainability is an important concept that can adapt to achieving customer loyalty in the Sri Lankan hotel sector. Indeed, most conventional hoteliers in Sri Lanka do not have the idea of success in achieving customer loyalty through the sustainability concept. Also, despite the abundance of research on the concept of sustainability, a gap in literature could be identified, when it comes to analysing the customer loyalty aspects toward sustainable hotels in Sri Lanka. This study is therefore aimed to bridge the gap that exists in the literature to prove the success of adopting the concept of sustainability in achieving customer loyalty. A qualitative research approach with two case studies was used to achieve the aim of the study. The selected cases include two green-certified five-star hotels which are under the topmost sustainable hotels in Sri Lanka according to Sri Lanka Tourism Development Authority. A total of 10 interviews were conducted from both cases. The collected data were analysed using content analysis. The customer loyalty aspects were identified on the deriving basis of self-influence factors of customers and their consideration of benefits in sustainable hotels. The study unveils an analysis of the interconnection between sustainable hotels and customer loyalty. The findings provide the path to conventional hotels to identify the success of implementing sustainability concept in achieving customer loyalty.
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Xiaoli Lin. "Gender and customer loyalty." In 2008 IEEE International Conference on Service Operations and Logistics, and Informatics (SOLI). IEEE, 2008. http://dx.doi.org/10.1109/soli.2008.4686371.

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Reports on the topic "Customer loyalty"

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Seybold, Patricia. Nurturing Customer Loyalty in the B2B World. Boston, MA: Patricia Seybold Group, May 2005. http://dx.doi.org/10.1571/bp5-26-05cc.

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Ferdous, Zannatul, and Wahid bin Ahsan. Customer Experiences with E-commerce Returns in Bangladesh: Effects on Satisfaction, Trust, and Loyalty. Userhub, October 2024. http://dx.doi.org/10.58947/journal.nfqj67.

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The rapid expansion of e-commerce in Bangladesh has revolutionized consumer behavior, providing convenience while creating challenges in managing product returns. This study examines customer experiences and perceptions of e-commerce returns in Bangladesh, focusing on critical factors like product discrepancies, refund processing delays, return policy transparency, and customer service issues. Using a mixed-methods approach, data was collected from 151 survey respondents and 18 interviews with customers, e-commerce employees, and logistics personnel. The findings reveal that product misrepresentation, delayed refunds, poor customer service, and unclear return policies are the main drivers of dissatisfaction. Addressing these through enhanced quality control, faster refund systems, simplified return policies, and better customer support is essential to building trust and long-term loyalty. This study provides actionable recommendations for e-commerce platforms to improve return processes and strengthen customer relationships.
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Kang, Ju-Young M. Repurchase Loyalty for Customer Social Co-Creation E-Marketplaces. Ames: Iowa State University, Digital Repository, 2013. http://dx.doi.org/10.31274/itaa_proceedings-180814-503.

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Duque Rengel, VK, ME Abendaño Ramírez, and AV Velásquez Benavides. Analysis of communication factors influencing customer loyalty among university students. Revista Latina de Comunicación Social, June 2017. http://dx.doi.org/10.4185/rlcs-2017-1190en.

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Lee, Jong-Geun, Amrut Sadachar, and Srikant Manchiraju. Investigating Customer Loyalty to Apparel and Beauty Subscription Box Retailers. Ames: Iowa State University, Digital Repository, 2017. http://dx.doi.org/10.31274/itaa_proceedings-180814-283.

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LaRaine Ingram, Keisha. Co-Creation in Marketing and Brand Strategy. Vilnius Business College, December 2024. https://doi.org/10.57005/ab.2024.2.2.

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Co-creation in branding and marketing strategy represents a paradigm shift from traditional, company- centric approaches to more interactive, customer-centric models. This concept involves engaging customers as active participants in the creation and enhancement of products, services, and brand experiences. Co-creation fosters deeper customer engagement and loyalty and drives innovation and competitive advantage. The theoretical foundations of co-creation can be traced to service-dominant logic, which emphasizes the role of the customer as a co-creator of value rather than a passive consumer. In branding, co-creation allows consumers to contribute to the brand narrative and identity, as evidenced by successful implementations in companies like LEGO and Coca-Cola. In marketing strategy, it leads to more personalized and effective campaigns by leveraging customer insights to tailor messages and interactions. The benefits of co-creation include enhanced customer engagement, increased innovation, and improved marketing effectiveness. However, challenges such as managing the complexity of customer involvement and maintaining brand coherence must be addressed. This abstract synthesizes the critical aspects of co-creation in branding and marketing, highlighting its transformative potential while acknowledging the need for strategic management to harness its full benefits. Through a comprehensive examination of the literature and real-world examples, this study underscores the significance of co-creation as a driving force for contemporary branding and marketing strategies.
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Kim, Jiyoung, and Kathleen Higgins. Effect of Perceived Fit and Attribution of CSR Programs on Brands’ Moral Legitimacy, Customer Satisfaction and Brand Loyalty. Ames: Iowa State University, Digital Repository, 2013. http://dx.doi.org/10.31274/itaa_proceedings-180814-835.

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Patalinghug, Epictetus, Aubrey Tabuga, Madeleine Louise Baiño, Mark Gerard Ruiz, Ma Kristina Ortiz, and Danika Astilla-Magoncia. Philippine Retirement Authority Policy Development with Impact Assessment. Philippine Institute for Development Studies, October 2024. http://dx.doi.org/10.62986/dp2024.13.

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This study's third phase evaluates the regulatory impact analysis (RIA) of policy recommendations aimed at enhancing the Philippine Retirement Authority's (PRA) retirement program, focusing on competitiveness and sustainability. Utilizing methodologies such as benefit-cost analysis, breakeven analysis, cost-effectiveness analysis, and regression analysis, the study compares targeting foreign retirees aged 40 and above with those aged 50 and above, assesses the cost-effectiveness of current PRA policies, and determines breakeven volumes. Findings reveal that lowering the minimum retirement age to 35 (as a proxy for 40) improved the benefit-cost ratio compared to when the age requirement was 50. However, since 2017, the benefit-cost ratio for the 35+ program has declined due to rising costs outpacing benefits. Cost-effectiveness analysis shows a significant increase in cost-to-retiree ratios post-2017. Breakeven analysis indicates that the number of retirees required ranges from 652 to 759, with breakeven sales volumes between PHP 35 million and PHP 39 million, though these figures have escalated post-2017. Regression analysis identifies that consumer sentiment, exchange rates, and real estate expenditures positively impact foreign retiree volumes, with forecasts showing an upward trend, though lower than pre-pandemic levels. The study concludes that the Philippine retirement industry remains economically viable and attractive. It suggests that PRA's competitiveness does not hinge on being a low-cost provider but rather on a targeted market strategy that builds customer loyalty. Embracing a younger retiree age requirement should be balanced with managing public perceptions and legislative concerns regarding program viability and social impacts.
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Johnson, Kim K. P., Hye-Young Kim, Jung Mee Mun, and Ji Young Lee. Keeping Customers Shopping in the Store: Interrelationships among Store Attributes, Shopping Enjoyment, Place Attachment, and Store Loyalty. Ames: Iowa State University, Digital Repository, 2013. http://dx.doi.org/10.31274/itaa_proceedings-180814-637.

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Customer Loyalty: Easy Does It. IEDP Ideas for Leaders, April 2014. http://dx.doi.org/10.13007/345.

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