Relevant bibliographies by topics / Satisfaction and Customers Loyalty

Contents

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

Academic literature on the topic 'Satisfaction and Customers Loyalty'

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

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Journal articles on the topic "Satisfaction and Customers Loyalty"

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Santos Branca, Sanzinha dos, Luh Komang Chandra Dewi, and Augusto da Conceição Soares. "The Effect Of Innovation Product, Service Quality To Customer Satisfaction And Customer Loyalty Of Banco Nacional De Comercio Timor-Leste/BNCTL Dili." ABM : International Journal of Administration, Business and Management 2, no. 2 (2020): 149–68. http://dx.doi.org/10.31967/abm.v2i2.396.

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The objective of this thesis is to analyze and explain: 1) The effect of product innovation to customers’ satisfaction, 2) The effect of services quality to customers’ satisfaction, 3) The effect of products’ innovation to customers’ loyalty. 4) The effect of services quality to customers’ Loyalty. And 5) The Effect of customers’ satisfaction to customers’ loyalty. The data collection in this research through distribution of questioner to customers of BNCTL Bank in Dili. The sampling technique used is non-probability sampling with purposive sampling technique, total of 80 respondents were chos
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Darsono, Licen Indahwati. "LOYALTY & DISLOYALTY: SEBUAH PANDANGAN KOMPREHENSIF DALAM ANALISA LOYALITAS PELANGGAN." KINERJA 8, no. 2 (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
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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 (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 cus
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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 (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 pa
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Mr., Basavaraj Sulibhavi &. Dr. SHIVASHANKAR K. "THE IMPACT OF BRAND IMAGE ON CUSTOMER'S LOYALTY TOWARDS PRIVATE LABEL BRANDS: THE MEDIATING EFFECT OF SATISFACTION. HUBLI-DHARWAD CONGLOMERATE CITY OF KARNATAKA." International Journal of Marketing & Financial Management Volume 5, Issue 8, Aug-2017 (2017): pp 43–50. https://doi.org/10.5281/zenodo.888515.

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Brand image is the current view of the customers about the brand. Customer’s loyalty is the state of fear or confusion regarding purchase or consumption of a product at a moment and it is further extended to repeat purchase, ingestion of repurchase and world of mouth. This can also be measured by through satisfaction. The focus of this study is to show the relationship between the brand image, satisfaction and customer’s loyalty towards private label brands in Hubli-Dharwad city. This study consists of 186 valid questionnaires. The Baron and Kenny (1986) four step method of mediation was used
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Denri, Polman, and Adam Mukhlis Yunus Muhammad. "Analysis of the Effect of Service and Image on Customer Satisfaction and their Impact on Customer Loyalty of PT. PLN (PERSERO) UIW ACEH." International Journal of Business Management and Technology 6, no. 5 (2023): 24–30. https://doi.org/10.5281/zenodo.7680547.

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This research aims to test the Satisfaction role as Mediation on the Service and Image effect on Customer Loyalty at PT PLN (Persero) UIW Aceh. The population was all customers of PT PLN (Persero) UIW Aceh. The sample used was 240 people. Data were tested through Structural Equation Modeling (SEM). The result reveals that Service affects the Satisfaction of PT. PLN (Persero) UIW Aceh customers; Image affects the satisfaction of PT. PLN (Persero) UIW Aceh customers; Service affects Loyalty of PT. PLN (Persero) UIW Aceh customers; Image affects Loyalty of PT. PLN (Persero) UIW Aceh customers; Sa
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Setyowati, Dyah, and Sri Antariksa. "Analysis of the Influence of Green Marketing, Consumer Attitudes, Digital Marketing on Customer Loyalty with Customer Satisfaction as an Intervening Variable." International Journal of Economics, Finance and Management Sciences 12, no. 6 (2024): 554–62. https://doi.org/10.11648/j.ijefm.20241206.27.

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The purpose of this study was to determine the variables that make customers feel satisfied and loyal to Local Franchise Restaurants in Indonesia. The variables studied were Green Marketing, Consumer Attitude, Digital Marketing, Customer Loyalty and Customer Satisfaction as an Intervening Variable. The sample of this study was 110 respondents. The quantitative research method used SEM AMOS. From the results of the analysis of this study, it appears that this study supports the theory or research results which state that Green Marketing, Positive Customer Attitudes and Digital Marketing have an
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Basyir, Muhammad. "Pengaruh Physical Evidence terhadap Loyalitas Nasabah Bank Syariah: Peran Kepuasan sebagai Variabel Pemediasi." Jurnal EMT KITA 4, no. 2 (2020): 126. http://dx.doi.org/10.35870/emt.v4i2.155.

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This study analyzes the effect of physical evidence on customer satisfaction and loyalty of sharia banks in Banda Aceh. The sharia banks comprise Bank Aceh Syariah, BRI Syariah, BNI Syariah, Bank Mandiri Syariah, and Bank Danamon Syariah. Data gathering through distributing questionnaires to 250 customers who were determined by purposive sampling. Using multivariate statistical structural equation modeling (SEM) as a data analysis means, the study found that physical evidence has a positive effect on customer satisfaction and loyalty. The existence of customer satisfaction mediates the effect
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Yessi Claudia Sianipar, Syafrizal Helmi Situmorang, and Rulianda Purnomo Wibowo. "ANALYSIS OF THE EFFECT OF DIGITAL CUSTOMER EXPERIENCE ON CUSTOMER LOYALTY THROUGH EMOTIONAL MARKETING AND CUSTOMER SATISFACTION FOR INDIHOME CUSTOMERS." International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 3, no. 4 (2023): 1235–47. http://dx.doi.org/10.54443/ijebas.v3i4.1023.

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Some of the conclusions obtained from this research are as follows following: Digital customer experiencesignificantly influence customer satisfaction. This shows that the greater the digital customer experience value that can be felt by customers, the customer satisfaction will increase. Digital customer experiencesignificantly influence emotional marketing. In this study, the relationship between these two variables is the closest of all variables because it has the highest path coefficient and t values. This shows that the greater the value of the digital customer experience, the greater th
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Muhammad Ismuroji, Endang Sulistya Rini, and Beby Karina Fawzeea Sembiring. "INFLUENCE OF BRAND IMAGE AND CUSTOMER SATISFACTION TO BRAND LOYALTY THROUGH BRAND LOVE AS A MEDIATION VARIABLE IN STARBUCKS MULTATULI MEDAN." International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) 3, no. 2 (2023): 557–68. http://dx.doi.org/10.54443/ijebas.v3i2.803.

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Along with rising population and income levels, it has become a major factor in the rising demand for non-consumption-based necessities, which many have adopted as a way of life. The expansion of the Coffee Shop industry has made coffee an integral part of people's lifestyles. Starbucks' continued existence depends on customer loyalty. Starbucks Multatuli's efforts to maintain brand loyalty are still relatively low. Customers continue to prefer other coffee shops over Starbucks. However, the customer's affection for Starbucks will cause the customer to form an emotional bond with Starbucks. Co
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Dissertations / Theses on the topic "Satisfaction and Customers Loyalty"

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Genre-Grandpierre, Loriane. "Customers’ expectations and loyalty to their loyalty programs : How customers are reacting according to their socio-demographic factors." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-44576.

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Background: Nowadays with the very competitive business environment, it is essential for companies to gain loyal customers. Loyalty programs are one of the tools at the disposition of companies to attract and retain their customers. The relationship between customer loyalty and some socio-demographics factors have been a subject of researches but the specific relationship between socio-demographics factors and customer loyalty programs has not been studied yet. This study is going to try to fulfil this gap. Purpose: To study the influence of socio-demographic factors on customers’ expectation
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Basmanji, Jacqueline Sarah, and Molina Angelica Rodriguez. "Customer loyalty in rural grocery stores : - a comparative study of Swedish and Spanish customers." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-26316.

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Purpose – The purpose of this research was to explain the determiners that influence customer loyalty in rural grocery stores with a comparison of Sweden and Spain. Design/methodology/approach – This is a quantitative research using a multi-cross sectional design with an explanatory approach. The data was collected with a questionnaire survey that was distributed using a face-to-face and online method. Findings – The findings of the research revealed significant support for customer perceived value, satisfaction, trust and commitment to influence customer loyalty. The research also confirms th
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Amarsanaa, Bolor, and Joshua Anjorin. "Mobile Marketing : Study of ICA - Correlation between mobile marketing and customer loyalty." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-11766.

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ABSTRACT   Title: Mobile Marketing: Study of ICA – Correlation between mobile marketing and customer loyalty Level: Master Degree in Business Administration Authors: Bolor Amarsanaa and Joshua Anjorin Supervisor: Ernst Hollander Date: 2012 – January Aim: Having loyal customers is a key for successful organizations. There is increased complexity and competitiveness in the market place as regards to what companies need to do and how to do them in meeting the needs of customers. Is that why companies today are exploring the potentials of mobile phones to ultimately earn customers’ loyalty? Howeve
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Nukpezah, Daniel, and Cephas Nyumuyo. "What Drives customer loyalty and Profitability? Analysis of Perspectives of retail customers in Ghana's Banking Industry." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1190.

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Customer loyalty as a concept is a critical strategic option in today’s competitive environment. It is no surprise therefore that managers and researchers have increased their study and understanding of the concept as a strategic marketing imperative over the past decades to capture market share and improve profitability. Indeed the theoretical perspective is that competitive pricing as well as company image and reputation contribute to customer satisfaction and that service quality along a number of pathways drives customer loyalty and profitability thus: service quality--> customer satisf
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Alharbi, Majed Salem S. "Investigating the impact of service quality dimensions, price and reputation on the behavioural intentions of retail banking customers." Thesis, Brunel University, 2018. http://bura.brunel.ac.uk/handle/2438/17150.

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Retail banking service providers are facing challenges such as continuous changes in consumer expectations and escalating global competitiveness. The banking sector is characterised as an extraordinarily competitive and regulated sector. As a result, it is essential that retail banking service providers reassess the level of their service quality and recognise the important factors that influence customer satisfaction, intention and loyalty. As pointed out by the literature, there is a fundamental need for studies on customer intention and behaviour which will show whether customer attitudes p
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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
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Burger, John Michael. "A qualitative analysis of the need-satisfying experiences of the customers of a niche-restaurant." Thesis, Port Elizabeth Technikon, 2003. http://hdl.handle.net/10948/260.

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Tradition dictates that marketing decision-makers remain accurately aligned with the dynamic and vacillating need structures of the target markets they serve. To comply with this caveat, a time-honoured and largely unchallenged philosophy of customer orientation has been applied. Theory further strongly contends that if such a business stance is vigilantly and diligently applied, any firm is bound to gain a competitive edge in the market place. A weakness in the above marketing mindset is the perception that when a spectrum of business elements are orchestrated and focussed on customers, targe
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Sharp, Byron Malcolm. "Evaluating the impact of a loyalty program on brand loyalty : can loyalty programs produce deviations from established 'Dirichlet' patterns of repeat-purchase? /." Title page, contents and abstract only, 1999. http://web4.library.adelaide.edu.au/theses/09PH/09phs5308.pdf.

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Haile, Erdanos, and Melanie Björk. "Integrate…then they might be all yours : A research on how Omnichannel retailing could affect customers Brand Loyalty." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-388932.

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Omnichannel has become a central part of future retailing and is expected to be implemented by multiple brands. Omnichannel is an extension of multichannel enquiring complete integration between channels. As customers’ demands changes and demonstrate switching of brands, maintaining loyal customers’ in the evolving retail market with unlimited options is a continuous challenge. There are indicators of omnichannel retailing increasing customer satisfaction but there is no research investigating how it could affect brand loyalty, either through attitudinal loyalty, behavioural loyalty or a combi
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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 "Satisfaction and Customers Loyalty"

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Goldstein, Sheldon D. Superior customer satisfaction and loyalty: Engaging customers to drive performance. ASQ Quality Press, 2009.

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Goldstein, Sheldon D. Superior customer satisfaction and loyalty: Engaging customers to drive performance. ASQ Quality Press, 2009.

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Glanz, Barbara A. Building customer loyalty: How you can help keep customers returning. Irwin Professional Pub./Mirror Press, 1994.

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Johnston, Catharine G. Beyond customer satisfaction to loyalty. Conference Board of Canada, 1996.

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McLoughlin, Damien P. J. The development of brand loyalty among financial services customers. University College Dublin, 1993.

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Lowenstein, Michael W. The customer loyalty pyramid. Quorum, 1997.

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Mishra, Hari Govind. Dominance of affective over cognitive customer satisfaction in satisfaction - loyalty relationship in service encounters. Indian Institute of Management, 2014.

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Timm, Paul R. Customer service: Career success through customer loyalty. 5th ed. Prentice Hall, 2010.

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Lenz, Vicki. The Saturn difference: Creating customer loyalty in your company. J. Wiley, 1999.

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D, Johnson Michael, ed. Customer retention in the automotive industry: Quality, satisfaction and loyalty. Gabler, 1997.

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Book chapters on the topic "Satisfaction and Customers Loyalty"

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Berners, Philip, and Adrian Martin. "Improving Customer Loyalty." In The Practical Guide to Achieving Customer Satisfaction in Events and Hotels. Routledge, 2022. http://dx.doi.org/10.4324/9781003154600-7.

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Hohenberg, Sebastian, and Wayne Taylor. "Measuring Customer Satisfaction and Customer Loyalty." In Handbook of Market Research. Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-05542-8_30-1.

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Hohenberg, Sebastian, and Wayne Taylor. "Measuring Customer Satisfaction and Customer Loyalty." In Handbook of Market Research. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-319-57413-4_30.

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Fiqqih, Mohammad Nadhiful. "The Effect of Perceived Price Fairness, Product Quality, and Service Quality on Customer Loyalty with Customer Satisfaction Mediation on Shopee Consumers." In Proceedings of the 19th International Symposium on Management (INSYMA 2022). Atlantis Press International BV, 2022. http://dx.doi.org/10.2991/978-94-6463-008-4_35.

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Abstract This study aims to examine the effect of product price fairness, product quality, and service quality on customer loyalty by customer satisfaction mediation. This research was conducted on Shopee consumers in Surabaya. This study used quantitative methods with PLS (partial least square) test equipment. The results show that product fairness has an effect on customer loyalty, while product quality and service quality have no effect on customer loyalty. Product price fairness and service quality have an effect on customer satisfaction, while product quality has no effect. While customer
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dos Reis, Felipa Lopes, and Mamadú Sanhá. "Customer Satisfaction, Value, and Loyalty." In Advances in Religious and Cultural Studies. IGI Global, 2024. https://doi.org/10.4018/978-1-6684-9897-2.ch008.

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The present work had as its theme “Customer satisfaction, value and loyalty: the case of the Operational Company of Security (COPS) – Portugal”, it was guided by the following starting questions: What is the degree of customer satisfaction with the service provided by the company COPS in Portugal? What is the perception of customers regarding the valuation of COPS services? What is the level of pretension of customers to retain in the company. To obtain the answers to these questions, in addition to reviewing the literatudo about the key concepts, based on bibliographic research, a survey was
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Samanta, Irene. "Customers' Satisfaction and Loyalty in the Economic Recession." In Strategic Marketing in Fragile Economic Conditions. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-6232-2.ch004.

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This chapter examines the main criteria that influence customer satisfaction and its effects on a case bank. The study identifies the actions that banks take into account and analyses the elements that can be improved in order to keep their customers satisfied and loyal during the economic recession. The research clarifies the satisfaction criteria, including ease of access, service provided, products and personnel, that are perceived as important in the evaluation of customer satisfaction. Quantitative research was conducted with 419 customers of a Greek bank. The results unexpectedly showed
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Kasemsap, Kijpokin. "The Importance of Customer Satisfaction and Customer Loyalty in the Service Sector." In Handbook of Research on Strategic Alliances and Value Co-Creation in the Service Industry. IGI Global, 2017. http://dx.doi.org/10.4018/978-1-5225-2084-9.ch004.

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This chapter presents the overview of customer satisfaction; customer satisfaction and service quality; customer satisfaction and Online Travel Agency (OTA) websites in the tourism industry; customer satisfaction and switching behavior in the mobile service company; the overview of customer loyalty; the advanced issues of customer loyalty program; and the relationships among customer loyalty, customer satisfaction, brand management, and social media. Creating loyalty among customers can help service company significantly increase the purchases of existing products, charge premium prices for th
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Vásquez-Párraga, Arturo Z., Miguel Ángel Sahagún, and Pablo José Escobedo. "Customer Store Loyalty." In Handbook of Research on Retailer-Consumer Relationship Development. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-6074-8.ch005.

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This chapter examines the process of how store customers become loyal to their stores. The authors pursue a theoretical and empirical research approach designed to identify and test a parsimonious model. The result is an explanation chain that incorporates relational variables, trust and commitment, satisfaction, and the moderating factors of the relational variables. The findings reveal that customer commitment is the major contributing explanation for true customer loyalty, significantly more than the contributed explanation of customer satisfaction. The cognitive moderating factors (store f
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Martínez, Patricia, and Ignacio Rodríguez del Bosque. "Explaining Consumer Behavior in the Hospitality Industry." In Handbook of Research on Global Hospitality and Tourism Management. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8606-9.ch025.

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The aim of this chapter is to explore how Corporate Social Responsibility (CSR) associations and corporate image influence customers´ behavior. Specifically, a model is proposed in which CSR and corporate image positively condition customer loyalty. It also proposes that the company´ social responsible initiatives influence customer satisfaction. In order to test this model structural equation modelling is employed on a sample of 382 Spanish hotel customers. This study finds that both corporate image and customer satisfaction contribute to achieve customer loyalty, also proving the roles of co
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Patil, Dimple, Nitin Liladhar Rane, and Jayesh Rane. "The future of customer loyalty: How ChatGPT and generative artificial intelligence are transforming customer engagement, personalization, and satisfaction." In The Future Impact of ChatGPT on Several Business Sectors. Deep Science Publishing, 2024. http://dx.doi.org/10.70593/978-81-981367-8-7_2.

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The rapid advancement of generative artificial intelligence, especially ChatGPT, is changing customer loyalty by improving engagement, customisation, and satisfaction. Through advanced natural language processing and machine learning, generative AI provides smooth, personalized interactions for today's customers. These algorithms analyze massive datasets in real time to provide tailored experiences like adaptive product suggestions and dynamic content development, which boosts customer engagement and brand loyalty. ChatGPT, provides 24/7 customer assistance by answering complicated questions,
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Conference papers on the topic "Satisfaction and Customers Loyalty"

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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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Dwivedi, Ram Kumar, and Yogesh Kumar. "Chatbots and Customer Service: Exploring the Impact of AI on Customer Satisfaction and Brand Loyalty." In 2025 International Conference on Frontier Technologies and Solutions (ICFTS). IEEE, 2025. https://doi.org/10.1109/icfts62006.2025.11031845.

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Harahap, Eka Purnama, Pandu Hermawan, Dhiyah Ayu Rini Kusumawardhani, Nina Rahayu, Maulana Arif Komara, and Harry Agustian. "User Interface Design’s Impact on Customer Satisfaction and Loyalty in SaaS E-Commerce." In 2024 3rd International Conference on Creative Communication and Innovative Technology (ICCIT). IEEE, 2024. http://dx.doi.org/10.1109/iccit62134.2024.10701133.

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Yapinski, James Junior, Tinjung Desy Nursanti, and Jeweluji Scoth. "Optimizing E-Service Quality and User Experience to Enhance Customer Loyalty via Satisfaction." In 2024 3rd International Conference on Creative Communication and Innovative Technology (ICCIT). IEEE, 2024. http://dx.doi.org/10.1109/iccit62134.2024.10701164.

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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 int
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Zhang, Hanxi, Naoki Takahashi, Takashi Sakamoto, and Toshikazu Kato. "Development of Customer Affection System Aimed at Increasing Loyalty among Both Customers and Employees." In 9th International Conference on Kansei Engineering and Emotion Research (KEER2022). Kansei Engineering and Emotion Research (KEER), 2022. http://dx.doi.org/10.5821/conference-9788419184849.21.

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This research aimed to develop an information-sharing system between customers and employees and utilize it for practical purposes. We named it the "Caffe System (Customer Affection System)," a system for sharing customer service notes and feedback to improve their satisfaction and loyalty and facilitate the sharing of customer information among employees. As a non-mainstream service, "message to customers" has been used by some stores. For example, Starbucks coffee provides with a particular message service to impress customers: providing the drink with a message or illustration. However, we
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Alemadi, Abdulla Nasser, and Emad Abushanab. "M-Service Quality of Telecom Companies in Qatar." In Qatar University Annual Research Forum & Exhibition. Qatar University Press, 2021. http://dx.doi.org/10.29117/quarfe.2021.0158.

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Today, although mobile applications make our lives easier, the service quality provided by such applications has become a vital element in increasing customer satisfaction. This research paper aims to identify the significant mobile service quality factors (Application Design, Ease of Use, Information Content, Reliability, Responsiveness, Empathy, Security and Prices and offers) that influence customer satisfaction and loyalty in Qatar’s telecommunications sector. To answer the research question and test the hypotheses that form the study model, data were collected through an online questionna
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Papadopoulos, Dimitrios, Georgios Karipoglou, Michail Glykas, and Thaleia Dima. "Service Quality in Business Excellence Maturity Assessment." In Ninth International Scientific-Business Conference LIMEN Leadership, Innovation, Management and Economics: Integrated Politics of Research. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2023. http://dx.doi.org/10.31410/limen.2023.51.

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Service quality is a critical aspect of business excellence maturi­ty assessment. It refers to the level of excellence achieved in delivering prod­ucts or services to customers. Customer satisfaction and loyalty, as well as a company’s overall reputation and success, are significantly influenced by the quality of its services. This research paper focuses on research related to Service Quality in Busi­ness Excellence Maturity Assessment. In a business excellence maturity as­sessment, service quality is typically evaluated through various metrics and indicators. These may include customer satisf
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Hutagaol, David Clinton, and Rezi Erdiansyah. "The Effect of Service Quality, Price, Customer Satisfaction on Customer Loyalty of AirAsia Customers." In Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2019). Atlantis Press, 2020. http://dx.doi.org/10.2991/assehr.k.200515.063.

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Teodorescu, Ioana, Vasile Viorel, and Bogdan cristian Onete. "EVALUATING E-SATISFACTION AND E-LOYALTY BASED ON WEB LEARNING EXPERIENCE." In eLSE 2015. Carol I National Defence University Publishing House, 2015. http://dx.doi.org/10.12753/2066-026x-15-190.

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E-learning initiatives have materialized by expansion of nontraditional learners. The requirements of flexible schedule, geographic location, access to on-line resources and use of new techniques and technologies have increased the number of learners that are seeking e-learning experiences. The main purpose of this paper is to identify and to analyze satisfaction and loyalty of employees that have completed an e-learning course and how e-learning programs contribute to improve CRM activities (customer relationship management) of the companies. Our study will be focused on Kano's model (1984) t
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Reports on the topic "Satisfaction and Customers Loyalty"

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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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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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Su, Jin, and Xiao Tong. Brand Personality, Consumer Satisfaction and Loyalty: A Perspective from Denim Jeans. Iowa State University, Digital Repository, 2015. http://dx.doi.org/10.31274/itaa_proceedings-180814-54.

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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. Iowa State University, Digital Repository, 2013. http://dx.doi.org/10.31274/itaa_proceedings-180814-637.

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Fortin, Amanda. Exploring Communicative Aspects of Client Satisfaction, Loyalty, and Retention in a Private, Non-profit Organization: A Qualitative, Interview-Based Study of Catholic Charities. Portland State University Library, 2000. http://dx.doi.org/10.15760/etd.1695.

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McPhedran, R., K. Patel, B. Toombs, et al. Food allergen communication in businesses feasibility trial. Food Standards Agency, 2021. http://dx.doi.org/10.46756/sci.fsa.tpf160.

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Background: Clear allergen communication in food business operators (FBOs) has been shown to have a positive impact on customers’ perceptions of businesses (Barnett et al., 2013). However, the precise size and nature of this effect is not known: there is a paucity of quantitative evidence in this area, particularly in the form of randomised controlled trials (RCTs). The Food Standards Agency (FSA), in collaboration with Kantar’s Behavioural Practice, conducted a feasibility trial to investigate whether a randomised cluster trial – involving the proactive communication of allergen information a
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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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Yang, Yu, and Hen-Geul Yeh. Electrical Vehicle Charging Infrastructure Design and Operations. Mineta Transportation Institute, 2023. http://dx.doi.org/10.31979/mti.2023.2240.

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California aims to achieve five million zero-emission vehicles (ZEVs) on the road by 2030 and 250,000 electrical vehicle (EV) charging stations by 2025. To reduce barriers in this process, the research team developed a simulation-based system for EV charging infrastructure design and operations. The increasing power demand due to the growing EV market requires advanced charging infrastructures and operating strategies. This study will deliver two modules in charging station design and operations, including a vehicle charging schedule and an infrastructure planning module for the solar-powered
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Samochowiec, Jakub, Johannes C. Bauer, and Kathrin Neumüller. Strategies for Dealing With the Labour Shortage – An Overview. Gdi-verlag, GDI Gottlieb Duttweiler Institute, 2023. http://dx.doi.org/10.59986/hcmm6371.

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The Swiss labour market will shrink without immigration. But even with high immigrationnfigures, it will not be possible to maintain the previous growth of the labour market. Employers need to adapt to this situation. This study compiles and arranges different measures for dealing with the labour shortage, with the aim of showing different approaches to deal with the situation. The measures are arranged following the formula: Number of person-hours x efficiency = output The increase in the number of person-hours includes, on the one hand, measures to make employers more attractive. These are r
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