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Dissertations / Theses on the topic 'Satisfaction and Customers Loyalty'

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Published: 3 June 2025

Last updated: 31 July 2025

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1

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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Wasfi, Hummam, and Olena Kostenko. "The Impact of Complaint Management on Customers Retention : Banking Industry in Sweden and Lebanon." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-17199.

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Title: The Impact of Complaint Management on Customer Retention Level: Final assignment for Master Degree in Business Administration Authors: Hummam Wasfi, Olena Kostenko Supervisor: Ehsanul Huda ChowdhuryFiD Date: 2014 – June Aim: The purpose of this study is to examine or inspect the aftermath of effective complaint management structure in relevance to customer’s retention in banking industry. Design/methodology/approach: The framework is structured on the bases of determining the strength of the relationships between the following variables complaint management, customer’s satisfaction a

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Thurn, Emmie, and David Gustafsson. "The Battle of the Customers – Does loyalty exist within the FMCG market?" Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19894.

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Title: The Battle of the Customers – Does loyalty exist within the FMCG market? Authors: Emmie Thurn 880909, David Gustafsson 870926 Purpose: The purpose with this study is to examine how relationship marketing strategies can enhance companies’ effectiveness, within the FMCG market, in the sense of more satisfied and loyal customers. The 5Qs model will be applied in order to see if there are any critical quality factors that encourage long-term relationship. Methodology: This quantitative study was based upon positivistic assumptions and carried out by a deductive research approach. The data

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Cohen, Howard. "The use of strategies to promote and market products and services online as well the use of customer relationship management to attract and retain customers." Thesis, Port Elizabeth Technikon, 2003. http://hdl.handle.net/10948/270.

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The Internet has provided marketing with many new tools and given old tools new or improved meanings. The Net poses tremendous challenges for scholars in many lines of research, from usability studies and consumer behaviour research to marketing and advertising research. Because the World Wide Web (the Web) presents a fundamentally different environment for marketing activities than traditional media, conventional marketing activities are being transformed, as they are often difficult to implement in their present form. This means that in many cases these marketing activities have to be recons

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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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Nablsi, Amelia, and Swapnajit Saha. "What Makes You E-loyal? : A descriptive study on how customers form e-loyalty online." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-104670.

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With the technology and internet development, customers are moving towards online shopping, which made the new phenomena of e-loyalty emerge out of traditional loyalty. The literature on e-loyalty has been reviewed, and the most influential antecedents to e-loyalty formation were studied in this research, e-satisfaction, and e-trust. Also, the e-tail quality dimensions were studied in this research, fulfillment/reliability, website design, customer service, and security/privacy since these dimensions majorly affect e-satisfaction and e-trust, contributing to forming e-loyalty. This research de

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Carev, Danijel. "Guest satisfaction and guest loyalty study for hotel industry /." Online version of thesis, 2008. http://hdl.handle.net/1850/8037.

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Zammit, Joseph A. "Antecedents to service loyalty : a theoretical and empirical investigation." Thesis, University of Surrey, 2000. http://epubs.surrey.ac.uk/740/.

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Nourallah, Mustafa. "A mobile bank application loyalty model : The young bank customer perspective." Licentiate thesis, Mittuniversitetet, Institutionen för ekonomi, geografi, juridik och turism, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-38210.

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This thesis investigates young bank customer (YBC) perceptions of loyalty in the context of mobile bank applications (MBAs), including loyalty antecedents and the consequences of loyalty. A first study investigates the relationships between cognitive, affective, and conative antecedents, on one hand, and loyalty, on the other. A second study investigates the relationships between usability, responsiveness and reliability, and customer satisfaction, on one hand, and loyalty, on the other. The thesis employs a theoretical framework describing customer loyalty in the MBA context. An electronic qu

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Muth, Alexandra, Rima Ismail, and Boye Caroline Langfeldt. "Customer Brand Relationship : An empirical study of customers’ perception of brand experience, brand satisfaction, brand trust and how they affect brand loyalty." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19385.

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Background: During the last decade, retail businesses have realized the importance of creatinga strong brand to be able to differentiate in a fierce market. However, having a strong brand isno longer enough to survive in the long run and gain a large customers base. Especially in theretail and fashion industry where many products fulfill the same need for the customer, making it important to adapt to changes on the market and stand out in the crowd. This has lead to the wide variety of brands that can be found and an intensified competition. Therefore, the key factor for building a long-term r

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Sheehan, Benjamin. "How interjections increase customer satisfaction, purchase intent and loyalty." Thesis, Queensland University of Technology, 2022. https://eprints.qut.edu.au/232832/1/Benjamin_Sheehan_Thesis.pdf.

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This research suggests that interjections e.g., “wow”, “aww”, and “hmm”, shape consumer attitudes and behaviours. Seven experiments demonstrate that consumers are more satisfied, willing to purchase, and loyal when service agents (human or chatbot) use interjections. Consumers respond positively to interjections because they feel listened to, feel the agent is in a positive mood, and feel the agent is human. The effect holds across a range of contexts and stages of the purchasing process. The findings shed light on a range of psychological processes while providing a straightforward means of e

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Singh, Sylvester Sanjeev. "Developing service satisfaction strategies using catastrophe model a replication study in New Zealand : a thesis submitted to Auckland University of Technology in partial fulfilment of the requirements for the degree of Master of Business, 2003." Full thesis. Abstract, 2003.

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Keiningham, Timothy L. "Satisfaction and loyalty : examining and challenging the linkages leading to firm performance." Thesis, Staffordshire University, 2009. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.522117.

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Bergman, Louise, and Dina Hatab. "Lojalitet och kundnöjdhet : En fallstudie om hur hotellreceptionister arbetar med lojalitetsprogram." Thesis, Örebro universitet, Restaurang- och hotellhögskolan, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:oru:diva-51927.

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Naveed-ur-Rehman, Muhammad. "Customer Retention Strategies of Compressed Natural Gas (CNG) in a Developing Country (Pakistan)." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-24338.

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Background: Statistics say that Pakistan is the third largest user of compressed natural gas, its increased demand has encouraged investment in this sector. Number of stations has doubled in less than four years, this has increased the ratio of competition and low amounts of profit. Cut throat competition forces retailers to work on quality for customers’ retention and for this retailers are expected to understand the needs and requirements of their customers. This understanding is the only key to customer retention. Research undertaken focus on the key issues faced by CNG stations for custome

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Zietsman, Pieter Joubert. "The relationship between relationship quality constructs, overall satisfaction and loyalty - an emerging market perspective of SME banking customers." Diss., University of Pretoria, 2017. http://hdl.handle.net/2263/64831.

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Relationship marketing, inclusive of the relationship quality constructs relationship satisfaction, trust and commitment, has been widely acknowledge as a tool to ensure loyalty. With limited studies conducting research to determine if relationship satisfaction, trust and commitment predicts overall satisfaction, a predictor of loyalty, within a business-to-business environment this study investigates the aforementioned focussing on SMEs and their relationship with banks within an emerging market. Through secondary data obtained through email administered questionnaires a total of 1087 respon

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Åman, Robert. "Understanding when customers leave : Defining customer health and how it correlates with software usage." Thesis, Uppsala universitet, Institutionen för teknikvetenskaper, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-329220.

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More and more businesses today focus on building long-term customer relationships with the objective to secure recurring revenues in competitive markets. As a result, management philosophies such as Customer Success have emerged, which underlines the importance of knowing your customers in order to make them stay. A common way of tracking the well-being of a firm's customers is the use of customer health scores. Such tools monitor assembled data and indicate whether a customer is doing fine, or is in the risk zone of ending the business relationship. However, there exists little to no consensu

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Huang, Wei-Ying, and 黃威穎. "A Study of Cosmeceutical Product Attributes, Customers Satisfaction and Customer Loyalty." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/nq85r7.

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碩士<br>國立臺北科技大學<br>工業工程與管理系碩士班<br>100<br>Today''s female consumers not only use the skin care products in general, the average loss of 50% of customers within five years according to the survey of large enterprises. The papers of the relevant skin care products are the traditional skin care products, has been unable to beauty products, features covering the medical America. With the changing times, consumers receive information more than ever, to facilitate the convenient, so that consumers can have brand loyalty has been the subject of urgent. In this study, female consumers of U.S.

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Chang, Yu-Hsien, and 張宥嫻. "Effects of Customers Satisfaction and Customer Loyalty with Lean Service：A Case Study of TTFB." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/n3ngpe.

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碩士<br>中國科技大學<br>企業管理系<br>104<br>Owing to the increase of living standards, customer emphasis service quality more and more.As with the implementation of total quality management by enterprises, the ultimate goal of Lean Service is to identify ways to Customer Satisfaction needs, thereby helping to create satisfied customers. However, given the complex, fragmented range of service items that an enterprise is usually involved in providing, the question of how an enterprise can find out what cllstomers really feel, or in other words how it can effectively identify the key service factors needed b

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PAN, RUEI-YU, and 潘叡昱. "Customers’ Participation, Satisfaction, and Loyalty at Chiayi Civil Sport Center." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/3tmqj9.

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碩士<br>國立中正大學<br>運動競技系運動與休閒教育研究所<br>107<br>Physical activities contribute to better physical and mental health. Sport participation and consumption have increased and stimulated the development of sport facilities and clubs. As the first Civil Sport Center in Chiayi city established on April 1st in 2018 and has officially operated for almost one full year, it is worth to examine the composition of the customers and the relationships between their participation characteristics, satisfaction, and loyalty. Purpose: To understand the composition of the customers and the relationships between their

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Lin, Chia-yu, and 林家鈺. "The Impact of Selling Orientation and Customers Satisfaction on Consumer Self-Confidence and Customer Loyalty." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/36928206856761622796.

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碩士<br>東吳大學<br>國際貿易學系<br>91<br>Looking for other’s opinions to reduce purchasing risk and to increase personal confidence is the usual behavior during consumers’ making important decision. Mostly, this searching opinions from others approach is through salesperson. As the marketing environment changes radically, however, consumers’ passively accepting information behavior is gradually transferring to search actively. For going concern about one’s business, marketing managers try their best to satisfy the customers. The logic behind this thesis is that the marketers whoever can satisf

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Lee, Hui-Ting, and 李慧婷. "Wealth Management - using six P to investigate customers’ loyalty and satisfaction." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/6467tc.

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碩士<br>國立臺中科技大學<br>企業管理系碩士班<br>103<br>In recent years, with the needs for wealth management, the competition among banks becomes intense. In order to differentiate market, bankers maintain customer relationships with consumers to outperform than their competitors. They focus on the development of service to enhance customer satisfaction and loyalty for market share. In this study, the consumers who bought the wealth management products from one famous commercial bank in Taiwan are the sampling target. This study explores the impacts of 6P on customer satisfaction and loyalty, 6P includes: 1: Pr

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Chyi, Huang Ting, and 黃婷琪. "A Study on Service Quality, Customers’ Satisfaction and Customers’ Loyalty of Phalaenopsis Stores in Kaohsiung City." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/73540044431216987420.

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碩士<br>國立屏東科技大學<br>農企業管理系所<br>101<br>This study adopted the statistics software of SPSS 17.0 to analyze and examine the hypothesis of the research. The data was analyzed by the statistics methods, such as descriptive statistics analysis, factor analysis, reliability analysis, t test, one-way ANOVA, correlation analysis and multiple regression. The purpose of this study was to explore the service quality, customers’ satisfaction and the customers’ loyalty of the Phalaenopsis stores in Kaohsiung City. I. The conclusions of this study were as the following: 1. Service quality appeared to have

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Lin, Chao-Hung, and 林昭宏. "Relationships between the Customer Loyalty to Specific Cosmetic Brands and those Customers’ Involvement, Demography, and Satisfaction." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/22885030731525685559.

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碩士<br>義守大學<br>管理學院管理碩士班<br>99<br>This study aims at exploring university students’ brand loyalty to cosmetics as well as the relationship among the variables of customer satisfaction, involvement, and brand loyalty. University students, from a university in southern Taiwan, participated in this study by using a non-random sampling approach. In this study, customer satisfaction, involvement are the independent variables, and brand loyalty is the dependent variable. Factor analysis, Cronbach''s α reliability test, ability, descriptive statistics, correlation analysis, and regression ar

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WU, CHUN-YI, and 吳君儀. "The Relationships among Mobile Service Quality, Customer Satisfaction and Customer Loyalty– A Case study of Mobile Payment Customers." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/kpcz5c.

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碩士<br>長榮大學<br>企業管理學系碩士班<br>107<br>In Taiwan, social media and use of mobile devices is already quite mature, Market Intelligence & Consulting Institute report released on mobile payment market in 2017, we found that there are 80% of the general public will use mobile payment, and with the financial technology development of mobile commerce in the future have the opportunity to overturn the traditional consumption patterns, changing the original consumption habits.Therefore, this study is to investigate the relationship among the quality of mobile services and customer satisfaction and customer

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Wei, Lee-Zong, and 李宗衛. "A Study on Customers' Satisfaction and Loyalty of an Internet Serivce Provider." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/74778079502270972560.

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碩士<br>世新大學<br>資訊傳播學研究所(含碩專班)<br>99<br>In nowadays, Internet has been used used universally to Daily life. ConsumptionHabits have gradually from the use of ADSL and FTTXDial-up network to replace the tradition. Therefore, the Internet is like everyday life has become an indispensable tool. Fixed network operators to expand their business each occasion Fixed-lineoperators to highlight the good image of the enterprise itself, and establishthe expectations of enterprise customers. Also, provide the good perceived value for customers to increase their satisfactions and loyalties. Refers to the ECSI

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You, Shou-hua, and 游繡華. "The Study of Customers’ Satisfaction and Loyalty of Innocuous Agriculture in Hualien." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/76402238376424168373.

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碩士<br>國立屏東科技大學<br>農企業管理系所<br>96<br>Lasting over 4 years, the Hualien County Government has been developing and promoting innocuous agriculture project since the late of 2003. In Hualien County the number of demonstration participants in farming, fishery, and animal husbandry had increased from 30 in the 1st year to 86 in the 2nd year, and the qualified participants had been re-selected in the 3rd year. Till the end of 2007, 386 manufactures has joined the innocuous agriculture project. 　　In early 2008, the farming area of innocuous agriculture reaches more than 620 acres, with a cumulative pro

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Chen, Chienliang, and 陳建良. "The influence of service quality, brand image, and customers' satisfaction on loyalty." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/31218041765458855298.

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碩士<br>中國文化大學<br>企業實務管理數位學習碩士在職專班<br>99<br>Recent research has shown that the cost of attracting new customers is five times higher than maintaining existing customers and so it would be beneficial for an enter-prise to have its own loyal customers. Since customer loyalty can reduce marketing cost, extend market share and increase revenue, it is important to understand how to retain or enhance customer loyalty. This study thus aims to explore (1) how service quality, brand image, and customer satisfaction might affect customer loyalty and (2) how brand image and customer satisfaction might inf

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Lin, Guey-Tyan, and 林桂田. "An Empirical Study of the Relationship among Customers Perceived Value, Customers Satisfaction and Customers Loyalty-The Case of Chain Restaurants." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/16535357466025512489.

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碩士<br>大葉大學<br>休閒事業管理學系碩士在職專班<br>96<br>Many marketing researchs empirical verification customer loyalty will bring large benefit. In recently, most of studies just discussed the relationship between service qual-ity , customer satisfaction and customer loyalty from customer “received” or ”benefit” perception. But some marketing researchers suggested need to add customer “give” perception－“price” inside. Customer perceived value is come from customer feel the gap of between “give” and ”receive” perceptions. Customer perceived value became an important factor that leads to customer loyalty and it

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Chen, Kuan-Lin, and 陳冠霖. "The Impact of Loyalty Cards attributes on Customers’ Satisfaction and Loyalty－Using icash Card as an Example." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/97088817486587737789.

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碩士<br>崑山科技大學<br>企業管理研究所<br>98<br>In the recent years large chain of retail competition, individual retail operators have introduced a variety of marketing and planning to attract customers, in addition to the development of new potential customers, the retention of existing customers is top priority, the creation of customer loyalty to the enterprise bring more revenue and profits in recent years, many retailers have implemented the "Customer Loyalty Programs", to increase customer loyalty. In this study, convenience store loyalty card customers perceived functional benefits, perceived monetar

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Jian, Jia-hong, and 簡嘉宏. "3C industry with multi-channels: the research in relationships of service quality, customers’ satisfaction, and customers’ loyalty." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/c35536.

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碩士<br>國立中央大學<br>企業管理學系<br>102<br>With the high development, 3C industry flourishes vigorously. A large number of customers can purchase 3C products they needed through different channels such as a physical channel 3C marketplace, and a virtual channel 3C shopping website. Customers would buy goods in 3C marketplace in person or place orders on shopping website. Recently, the mobile devices like Tablet PCs and smart phones generate excitement, and an App store on mobile devices is an innovative channel impacting our lifestyle. Consumers continually transfer from type phones to smart phones and

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Chuang, Hsin-Chan, and 莊昕展. "The study of service quality on customers satisfaction and customers loyalty—the case of motorcycle maintenance industry." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/14694459948796922772.

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碩士<br>淡江大學<br>管理科學研究所碩士班<br>95<br>In recent years, due to the occurrence of globalization, enterprises confront intense competition. For survival, enterprises have been shifting from past manufacturing orientation toward service orientation. With the increase of living standard of people and consuming ability, when consumers make up their mind to purchase commodities, they not only pay attention to tangible products qualities, but also put more and more emphasis on intangible service qualities. It makes service qualities become an important factor determining consumers satisfaction. The motorc

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Chuang, Ching-Ju, and 莊靜儒. "Customer Satisfaction and Customer Loyalty: Meta-Analysis." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/5e9q5f.

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碩士<br>國立臺北大學<br>企業管理學系<br>103<br>The purpose of this research is to investigate the relationship between customer satisfaction and customer loyalty. A meta-analysis of customer satisfaction-customer loyalty constructs was conducted to identify the strength of the relationship and the influence of moderating factors affecting those relationships. By collecting articles from three databases (EBSCOhost: Business Source Complete, ProQuest: ABI/INFORM Complete and ScienceDirect Online, search the quantitative articles collected in the top 40 marketing journals, ranked by Hult, Neese, & Bashaw (1997

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Chang, Kuang-Hung, and 張光宏. "The Customers’ Satisfaction and Loyalty Research A Vehicle Renting Business as A Sample." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/68684312697785048168.

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碩士<br>國立成功大學<br>高階管理碩士在職專班<br>94<br>This article is for the purpose of understanding and confirmation passenger service quality to customers’ satisfaction and loyalty influence relations in vehicle renting business. First, the research is according to the literatures from the idea overhead construction, then using structure relations pattern to establish the hypothesis. In addition, by using PZB proposed the service pattern of the industry to make confirmation which is to discuss expectation service and perception service whether there is a gap disparity with the customers or not. The research

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Juan, Peng-Chia, and 阮鵬嘉. "A Study on Service Quality, Customers’ Satisfaction and Loyalty： the Case of Airlines." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/03183098036816122600.

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碩士<br>國立彰化師範大學<br>企業管理學系國際企業經營管理<br>100<br>Airline industry is quite mature. The vigorous development of tourism let Taiwan been seen in the world. The tourist numbers increase because of international business, tour, immigration and studying abroad. It makes foreign airline companies establish in Taiwan one after another. Therefore, the competition for Taiwanese airline companies is not only from domestic, but also from global top airline companies. The difference between every airline company is not much. In order to attract more customers, airline companies have to improve their facilit

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Thuy, Le Thu, and 黎秋水. "A Study of Relationship among Service Quality, Customers Satisfaction and Customers Loyalty for Vietnam''s Supermarkets." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/krcjbh.

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碩士<br>國立臺北科技大學<br>商業自動化與管理研究所<br>99<br>Toward trends of international trade and policy planning, the supermarket develops more and more everywhere, including Vietnam. The purpose of this research helped us to determine the influence from quality of service to customer''s behavior of supermarket in Vietnam. This research aimed at the customer audience in Hanoi city and HCM city .This study instrument is developed based on the foundation of the PZB service quality model, which was expressed by scholars Parasuraman, Zeithaml, and Berry, total of the survey are 450 copies and collected 4

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Chiu, Yen-ju, and 瞿燕如. "A Study on the Relationship among Customers’ Value, Satisfaction and Loyalty – an Example of Bank’s Insurance Product Customers." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/25536321738703989862.

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碩士<br>東吳大學<br>企業管理學系<br>98<br>Due to internationalization and liberalization of Taiwan financial market in recent years, competition among local banks increased, while margins of loan declined continuously. In this circumstance, the revenue from operation charges, e.g. premium, is more important than before. Driven by the external environment competition and the natural advantages, banks have also changed their business strategy to focus on banking insurance market. Although it is good for local banks tapping into insurance, the challenge is to enhance their own competitive advantages, because

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"The impact of customer's satisfaction and loyalty on customers retention in the mobile telecommunications service an integrative model." Tese, MAXWELL, 2003. http://www.maxwell.lambda.ele.puc-rio.br/cgi-bin/db2www/PRG_0991.D2W/SHOW?Cont=4099:pt&Mat=&Sys=&Nr=&Fun=&CdLinPrg=pt.

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Chiu, I.-Chih, and 邱奕智. "On Customer Satisfaction and Customer Loyalty: A Confirmatory Research of One Machine Tool Manufacturer and Its Domestic Customers in Taiwan." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/2ft6e8.

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碩士<br>朝陽科技大學<br>工業工程與管理系碩士班<br>92<br>The conceptual framework of this study is based on the ECSI (European Customer Satisfaction Index) model from ECSI technical committee in 1998. This study would like to use ECSI model to test and verify the hypotheses and relationships among the point of view on customer satisfaction, customer loyalty, corporation image, customer expectations, product quality, service quality and perceived value in one machine tool manufacturer and its domestic customers. The objectives of this study are as follows: 1.Investigating whether the manufacturer and its domestic

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Min, Lu Shih, and 呂世民. "On Relation between Customers' Perceived Value, Satisfaction and Loyalty-Apple Dairy as an Example." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/57202091327008622615.

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碩士<br>樹德科技大學<br>經營管理研究所<br>93<br>With advanced technologies, media makes progress at a good pace. The rise of new media, such as cable TV stations and the Internet, weakens the competitiveness of Taiwan press industry, and divvies the reader market share in Taiwan. Especially, in May 2003, the publishing of Apple Dairy from Hong Kong had more obvious impact on the competitive edge of Taiwan dairy newspapers, and changed the industrial structure. On the other hand, in order to become the leader in Taiwan press industry, the race between domestic daily newspaper companies turns white-hot. Pre

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Jhang, Ya-Fen, and 張雅芬. "Motel’s the Influence of Service Satisfaction upon the Customers’ Loyalty – Two- Factor Theory Perspective." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/wd469w.

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碩士<br>國立體育大學<br>休閒產業經營學系<br>103<br>Motels intense competition, the gap between the quality of service provided in this study by classification motel with customer expectations of service quality between categorized the most effective improvements in line with the focus and improve customer satisfaction. This study intends to apply Herzberg Two Factor Theory for basic research framework, this study two factor theory (two-factor theory) to Herzberg (1968) proposed as a theoretical basis for the loyal customer satisfaction, and to investigate the motel hygiene factors and satisfiers why each expe

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