Relevant bibliographies by topics / Estimation of customer loyalty

Contents

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

Academic literature on the topic 'Estimation of customer loyalty'

Author: Grafiati
Published: 3 June 2025
Last updated: 31 July 2025

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Journal articles on the topic "Estimation of customer loyalty"

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Bivainis, Juozas. "Analysis of Methodological Potential for Customers' Loyalty Evaluation." Business: Theory and Practice 11, no. (1) (2010): 49–60. https://doi.org/10.3846/btp.2010.06.

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Loyalty evaluation is the the utmost gap in mosaic of loyalty surveys. Surveys of this field are fragmentary and the touch upon this problem exists only in the context of other surveys' purposes. Customer loyalty surveys of the latter two decades are generalized in the paper. Methods for customer loyalty evaluation are classified into three different content groups: 1) grounded on behavioural measures; 2) grounded on attitude measures; 3) multi-dimensional methods. Positive and negative aspects of each method group are identified. The topicality of objective customer loyalty evaluation under t
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Ahmed, Rizwan Raheem, Jolita Vveinhardt, Usman Ali Warraich, Syed Shabib Ul Hasan, and Akhter Baloch. "Customer Satisfaction & Loyalty and Organizational Complaint Handling: Economic Aspects of Business Operation of Airline Industry." Engineering Economics 31, no. 1 (2020): 114–25. http://dx.doi.org/10.5755/j01.ee.31.1.8290.

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The undertaken study examines economic aspects of business operations of the airline industry vis-à-vis organizational complaint handling and customer loyalty. For this purpose, we used a structured questionnaire to collect sample data of 200 respondents from university students and households of Pakistan who are the customers of the airline industry. We employed five independent variables, namely, response time, complaint resolution perfection, executives’ attitude, brand image and responsiveness to complaints. We used the descriptive analysis and SEM-based approaches; namely, confirmatory an
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Múgica, José, and Carmen Berné. "Direct and Indirect Tourism Online Channels. Do They Have a Different Potential for Customer Loyalty?" Sustainability 12, no. 11 (2020): 4761. http://dx.doi.org/10.3390/su12114761.

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To manage their competitive goals, e-tourism service companies, in direct and in indirect channels respectively, need to know the antecedents of customer loyalty. Customer loyalty, generated by satisfaction in its various forms, is the cornerstone of the company’s assets and financial sustainability. Current literature does not provide a comparative analysis on this issue. To fill this gap, this research presents a model that includes customer satisfaction and participation as the main drivers of customer loyalty. The empirical research relies on one survey conducted by a market research compa
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Nabila, Nuzul Inas, Aida Sari, Risda Marvinita, and Hanifa Syahirah Vedy. "Quality of Omnichannel Integration and Perceived Value as Drivers of Customer Satisfaction and Loyalty Study at BNI Bank." Jurnal Mandiri : Ilmu Pengetahuan, Seni, dan Teknologi 7, no. 2 (2024): 101–15. http://dx.doi.org/10.33753/mandiri.v7i2.257.

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This study investigates the relationship that exists between omnichannel integration quality, customer value and customer responsiveness, namely satisfaction and loyalty. This research was conducted at Bank BNI. More specifically, this research aims to evaluate whether the positive value created by the omnichannel system as perceived by customers and a higher level of integration quality (integrity quality) can be one of the important drivers of bank customer satisfaction and loyalty. The method used for this study is a quantitative method, which involves parameter estimation, hypothesis testi
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Chocarro, Raquel, Monica Cortiñas, and Maria Luisa Villanueva. "Customer heterogenity in the development of e-loyalty." Journal of Research in Interactive Marketing 9, no. 3 (2015): 190–213. http://dx.doi.org/10.1108/jrim-07-2014-0044.

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Purpose – The purpose of this study is to identify customer-specific differences in a general model of e-loyalty taking into account the existence of unobserved heterogeneity. Specifically, this paper aims to test for the presence of customer heterogeneity; assess the impact of potential bias when there is no control for heterogeneity; analyse the distinct customer segments that emerge from the empirical estimation of the model; and describe the segments by their demographic and psychological characteristics. Design/methodology/approach – Panel data from a survey of online shoppers are used in
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Cholil, Saifur Rohman, and Andri Roy Irawan. "Decision support system to determine the best customer using weighted aggregated sum product assessment method." Jurnal Teknik Informatika C.I.T Medicom 15, no. 1 (2023): 32–47. http://dx.doi.org/10.35335/cit.vol15.2023.367.pp32-47.

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A business engaged in the sale of building materials and building tools. Customers are important assets that must be maintained properly, because each customer will bring profits that can keep the business running. To maintain customer loyalty, business owners provide an appreciation and appreciation for the best customers. However, determining the best customer is still difficult because the process of determining the best customer is still done manually and randomly. The number of customers is also an obstacle to the process of determining the best customer. The method used is weighted aggre
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Ayuwardani, Mellasan, Bagus Yunianto Wibowo, and Nanang Adie Setyawan. "Analysis of Mie Gacoan Customer Loyalty through Customer Experience and Perceived Quality." Jurnal Sains Sosio Humaniora 5, no. 2 (2021): 936–45. http://dx.doi.org/10.22437/jssh.v5i2.16437.

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Penelitian ini dilaksanakan untuk mengetahui loyalitas konsumen atau costumer loyalty pegunjung gerai Mie Gacoan melalui customer experience dan perceived quality di masa pandemi covid-19. Responden dalam penelitian ini adalah para pengunjung gerai Mie Gacoan dari pelajar maupun pekerja di kota semarang dengan sampel 100 responden dari keseluruhan populasi. Penelitian ini menggunakan alat analisis faktor konfirmatori dan maximum likehood estimation pada SEM (Structural Equations Modeling) dari paket statistik AMOS 24.0 (Analysis of Moment Structure). Teknik pengumpulan data menggunakan kuesion
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Tatah, Eveline Lemven1 Njimanted Godfrey Forgha2 Njekang Dieudonne Nkwati3 Maurice Ayuketang Nso4 Nsoh Conrad Nsoh5. "Evaluating the Effectiveness of Omnichannel Customer Retention Strategies on Hotel Profitability in Selected Urban Cities in Cameroon." ISRG Journal of Economics, Business & Management (ISRGJEBM) III, no. II (2025): 312–20. https://doi.org/10.5281/zenodo.15289076.

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<em>In the competitive landscape of the hotel industry in some selected rapidly growing urban cities in Cameroon (Bamenda, Yaound&eacute;, and Douala), maintaining profitability poses significant challenges as businesses grapple with balancing short-term gains against long-term sustainability. This study examines the critical role of customer retention strategies in enhancing hotel profitability within these cities, utilizing data from 108 hotels selected through purposive sampling and employing self-administered questionnaires validated for reliability through test-retest and Cronbach's alpha
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Khan, Chakar, Lateef Ullah, and Tazeem Ali Shah. "ROLE OF CUSTOMER TRUST AND LOYALITY IN LINKING CSR & CUSTOMER CITIZENSHIP BEHAVIOUR IN BANKING SECTOR." March 2024 40, no. 1 (2024): 64–78. http://dx.doi.org/10.51380/gujr-40-01-06.

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It is need of the hour for management to formulate strategies and policies that will help to initiate the activities which identify the customer’s behavior towards respective organizations and choose the better off CSR activities to strive in attainment of the goals and aims of the organization. The main objective of study is to check the mediating role of the customer trust and loyalty in analyzing the impact of CSR on customer citizenship behavior. The sample size comprised of 243 respondents. The Structural Model and Correlation Matrix are used for estimation of the data. Results shows CSR
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Zhehus, O. V., and O. V. Illiashenko. "Customer Loyalty Management in Hotel and Restaurant Establishments in the Face of New Challenges." Problems of Economy 3, no. 45 (2020): 118–25. http://dx.doi.org/10.32983/2222-0712-2020-3-118-125.

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The article proves that the current situation, which is characterized by a political and socio-economic crisis in Ukraine, has been complicated by the consequences of the COVID-19 coronavirus pandemic, and together they have led to new challenges in the hotel and restaurant industry. The actual value of the chosen area of research is stipulated by the necessity to develop modern and marketing management technologies, which could help hotel and restaurant establishments to survive, adapt, and develop in the face of today’s challenges. One of the priority areas for management is the assessment o
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Dissertations / Theses on the topic "Estimation of 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 necessa
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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
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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 acade
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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 or
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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 or
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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
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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 con
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Chu, Cheok Mei. "Customer loyalty in the hotel industry." Thesis, University of Macau, 2003. http://umaclib3.umac.mo/record=b1636644.

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Van, La Khanh, and khanh van la@rmit edu au. "Customer Loyalty in Web-based Retailing." RMIT University. Management, 2006. http://adt.lib.rmit.edu.au/adt/public/adt-VIT20070108.150426.

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E-commerce is increasingly recognised as an integrated, rather than independent, part of the retail industry. As online competition grows and online marketing activities intensify, the importance of customer loyalty in e-retailing has also taken central stage in marketing research. This study explores the nature and characteristics of e-loyalty and its direct and indirect antecedents. Drawing from the literature on customer loyalty in the traditional, offline business context, it contends that e-loyalty is determined primarily by the quality of the relationship between an Internet retailer a
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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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Books on the topic "Estimation of customer loyalty"

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

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

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

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Bell, Chip R. Customer loyalty guaranteed. Adams Media, 2007.

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

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Cavallone, Mauro. Marketing and Customer Loyalty. 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. Quorum, 1997.

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

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

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

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Book chapters on the topic "Estimation of customer loyalty"

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Huang, Hui-Hsin. "Empirical Bayes Estimation of Customers’ Guarantee Time Length of Loyalty." In Computational Collective Intelligence. Technologies and Applications. Springer Berlin Heidelberg, 2010. http://dx.doi.org/10.1007/978-3-642-16696-9_34.

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Gassmann, Oliver, Karolin Frankenberger, and Michaela Csik. "Customer Loyalty." In Geschäftsmodelle entwickeln. 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. 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. 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. 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. 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. 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. 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. 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. Palgrave Macmillan UK, 2006. http://dx.doi.org/10.1057/9780230513037_4.

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Conference papers on the topic "Estimation of 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). 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). IEEE, 2024. https://doi.org/10.1109/iceca63461.2024.10800923.

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Devi, N. Mithili, V. Asha, Govindaraj M, Pranav Dev, Pawan Kumar, and Prathviraj. "Customer Loyalty and Retention Analysis Using Hybrid Strategy." In 2025 3rd International Conference on Inventive Computing and Informatics (ICICI). IEEE, 2025. https://doi.org/10.1109/icici65870.2025.11069927.

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Julika, Ester, Ignes Adrea Rainaputri, Prayudha Nur Ardhiansyah, Hartiwi Prabowo, and Teguh Sriwidadi. "The Effect of Digital Banking on E-Customer Satisfaction and E-Customer Loyalty." In 2024 9th International Conference on Business and Industrial Research (ICBIR). IEEE, 2024. https://doi.org/10.1109/icbir61386.2024.10875964.

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Putri, Salsabila Amalia, Muhammad Zuhair Yuliansyah, and Risky Tri Sandi. "Enhancing Customer Loyalty: Evaluating the Influence of Indomaret's Member Card and Mobile Application Loyalty Program." In 2024 International Conference on Information Management and Technology (ICIMTech). IEEE, 2024. https://doi.org/10.1109/icimtech63123.2024.10780892.

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J, D., Dinuka Chathuranga, J. A, et al. "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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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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Ainiyah, Shifa Mahdiya, Liza Agustina Maureen Nelloh, and Cut Sjahrifa. "Life Insurance Customer Loyalty." In The International Conference on Business and Management Research (ICBMR 2020). Atlantis Press, 2020. http://dx.doi.org/10.2991/aebmr.k.201222.012.

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Ning, Feng, Zhang Ming-li, and Tang Sai-li. "Impact of loyalty programs on relationship benefits and customer loyalty: A customer perspective." In 2010 International Conference on Management Science and Engineering (ICMSE). IEEE, 2010. http://dx.doi.org/10.1109/icmse.2010.5719854.

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Reports on the topic "Estimation of customer loyalty"

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

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Kang, Ju-Young M. Repurchase Loyalty for Customer Social Co-Creation E-Marketplaces. 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, 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. Iowa State University, Digital Repository, 2017. http://dx.doi.org/10.31274/itaa_proceedings-180814-283.

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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, 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 misreprese
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Kong, Xinyao, Jean-Pierre Dubé, and Øystein Daljord. Nonparametric Estimation of Demand with Switching Costs: the Case of Habitual Brand Loyalty. National Bureau of Economic Research, 2024. http://dx.doi.org/10.3386/w32994.

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Saputra, Rizki. The impact of brand trust on brand loyalty mediated by customer satisfaction: Case of Tokobagus.com (now OLX.co.id). ResearchHub Technologies, Inc., 2025. https://doi.org/10.55277/researchhub.dobl8krf.1.

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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. Iowa State University, Digital Repository, 2013. http://dx.doi.org/10.31274/itaa_proceedings-180814-835.

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LaRaine Ingram, Keisha. Co-Creation in Marketing and Brand Strategy. Vilnius Business College, 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.
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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, 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
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