Satisfaction towards Customer Loyalty in Auto-Mobile Industry of Pakistan

نویسنده

  • A. U. Haq Iqra University Islamabad, Islamabad Campus, Pakistan
چکیده مقاله:

This study investigates the factors affecting the brand loyalty of the customers of Auto-mobile industry in region of Pakistan with the use of ECSI model. A well-organized structured questionnaire was distributed among the customers of Auto-mobile industry. The questionnaire was based on 5 Point likert-type scale. Results show that the customer expectations have a direct positive impact on perceived value and an indirect impact on customer satisfaction. The study also finds that to satisfy the customers, customer’s education plays an important and positive role. Furthermore, the study finds a negative relationship between customer trust and customer loyalty. It is probably due to Pakistani culture in which the customers cannot fully trust the firm. Additionally, it is suggested that the ECSI model should be modified because customer education and trust are not present in the present model. In this regard, further research is required. Finally the study suggests that there should be an effort by the firm to improve the perceived quality because it positively influences the perceived value and customer satisfaction.

برای دانلود باید عضویت طلایی داشته باشید

برای دانلود متن کامل این مقاله و بیش از 32 میلیون مقاله دیگر ابتدا ثبت نام کنید

اگر عضو سایت هستید لطفا وارد حساب کاربری خود شوید

منابع مشابه

satisfaction towards customer loyalty in auto-mobile industry of pakistan

this study investigates the factors affecting the brand loyalty of the customers of auto-mobile industry in region of pakistan with the use of ecsi model. a well-organized structured questionnaire was distributed among the customers of auto-mobile industry. the questionnaire was based on 5 point likert-type scale. results show that the customer expectations have a direct positive impact on perc...

متن کامل

The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand Image: Evidence from Hotel Industry of Pakistan

The rationale of this study is to look at the association between services quality of Pakistani hotel and to scrutinize cause on customer satisfaction, brand image and customer loyalty. The primary data was collected from 5 and 8 star hotels of Pakistan. The response rate was 86%. Structural equation modeling (SEM) technique was used to analyze the data. The findings suggested that high quality...

متن کامل

influential factors of customer e-loyalty in iranian e-stores

گسترش سریع تکنولوژی و اینترنت مسیر شرکت ها را به نگهداری وفاداری مشتریان الکترونیکی معطوف کرده است. وفاداری مشتریان یک حوزه بسیار جالب برای شرکت ها می باشد و وفاداری مشتریان تاثیر مستقیم بر درآمد و سودزایی شرکتها دارد. با توجه به اهمیت وفاداری مشتری، ما به جستجوی سه مشکل اصلی تحقیق پرداختیم که آن ها مهمترین موانع برای حفظ حیات کسب و کارهای اینترنتی هستند که عبارت از تعویض های متعدد مشتری، هزینه...

15 صفحه اول

Satisfaction Strength and Customer Loyalty

Although empirical research indicates that satisfaction is intimately linked to loyalty, anecdotal evidence reveals that many customers who state that they are very satisfied with a service provider nevertheless subsequently defect. In this paper, the authors focus on identifying which customers are vulnerable to defection despite stating high levels of satisfaction. Drawing on the emerging per...

متن کامل

Towards Digital Economy: The Impact of Electronic Banking on Customer Satisfaction among the Pakistan Banking Industry

In this case we analyze the creation process of a firm from the tourism sector that has exploited a business opportunity opened up by new technologies. BookingFax acts as an intermediary between wholesalers of tourism offers and retailers, travel agencies, and even the final consumers themselves. The main objective of this case is to analyze how information technology in the tourism sector has ...

متن کامل

A Brand Loyalty Model Utilitizing Team Identification and Customer Satisfaction in the Licensed Sports Product Industry

The purpose of this study was to investigate the relationship among the attitudinal brand loyalty variables (i.e., cognitive, affective, and conative components), team identification, and customer satisfaction by developing a structural equation model, based on Oliver's (1997) attitudinal brand loyalty model. The results of this study confirmed the study of brand loyalty stages by Oliver (1997)...

متن کامل

منابع من

با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید

ذخیره در منابع من قبلا به منابع من ذحیره شده

{@ msg_add @}


عنوان ژورنال

دوره 2  شماره 4

صفحات  363- 371

تاریخ انتشار 2012-10-01

با دنبال کردن یک ژورنال هنگامی که شماره جدید این ژورنال منتشر می شود به شما از طریق ایمیل اطلاع داده می شود.

میزبانی شده توسط پلتفرم ابری doprax.com

copyright © 2015-2023