PENGARUH CUSTOMER DELIGHT TERHADAP CUSTOMER LOYALTY DENGANSERVICE QUALITY SEBAGAI VARIABEL MODERASI

Customer Loyalty

The purpose of the research is to find out the impact of economic recession on customer loyalty to banks in the UK. This aim has been reached using methods of statistical analysis and through investigation of primary and secondary data. The methods of analysis that were implemented in the research included regression and correlation analysis of variance as well as chi-square tests. The data has...

Customer Loyalty

Customer Loyalty and Supplier Strategies for Quality Competition I: Customer Loyalty

We develop a model of the effect of service quality on customer loyalty. The model is designed to be roughly consistent with empirical findings regarding individual choice under uncertainty and yields closed-form expressions for short and long term measures of loyalty. In a companion paper [9] we use the expressions in operational models that are intended to help suppliers better understand how...

Manage Customer Loyalty and Profitability

Customer Loyalty Attributes: A Perspective

Many academicians have accepted the significance of loyalty in service industries (Bloemer et al., 1999; Caruana, 2002; Asuncion et al., 2004) and its potential impact on the development of sustainable competitive edge (Keaveney, 1995; Gremler and Brown, 1996) for the service firms. This may be attributed to the unique nature of services, increased dependency on technology and greater customer ...