This research aimed on prediction of customer loyalty (Non loyal or Loyal) using the application of data mining in microfinance that helps to build a classification model which supports during loan decision making in the organization. In this study a classification model is built based on the loan data obtained from Joshua Multi Purpose Limited Liability Cooperative (JMPLLC). Experiments using ...

The cost efficiency and diversity of digital channels facilitate marketers’ frequent and interactive communication with their customers. Digital channels like the Internet, email, mobile phones and digital television offer new prospects to cultivate customer relationships. However, there are a few models explaining how digital marketing communication (DMC) works from a relationship marketing pe...

The rationale behind conducting this study is to evaluate the impact of E-CRM (used by customer relationship officer and web portal) on customer satisfaction that further helps in building customer loyalty. Moreover anxiety is taken as a moderating variable that moderates the relationship between E-CRM and customer satisfaction. For this 300 questionnaires were distributed out of which 250 usab...

Loyalty programs have become an important component of firms’ relationship management strategies. There are now some industries in which numerous rival loyalty programs are offered, inducing intense competition among these programs. However, existing research on loyalty programs has often studied such programs in a noncompetitive setting and has often focused on a single program in isolation. A...

Many firms stimulate customers to use the E-channel for services, which provokes various consumer responses to such limits on their freedom of choice. In a study on bank customers, we examine the extent of customer reactance in response to various E-channel migration strategies, the potential of incentive programs in mitigating customer reactance, as well as the moderating role of attitudinal l...

The article endeavors to validate the scale developed by Mimouni-Chaabane and Volle (2010) that measures perceived benefits of customer loyalty programs in the Indian context. On running exploratory and subsequently confirmatory factor analyses based on the responses collected from loyalty program members from two Indian cities and across different industries, the researchers opine that in the ...

The most widely used e-Banking instrument in Nigeria is e-Payment, particularly the automatic teller machine (ATM) card. However, with the adoption of e-Banking by all the banks in Nigeria, the volume of cash in circulation has continued to increase pre-and-post bank recapitalization/consolidation exercise. Furthermore, some of the 25 banks that survived the exercise were found lately to have d...

Small Business Development Centers operate in partnership with the U.S. Small Business Adminis ration under a Cooperative Agreement. The support given by the U.S. Small Business Administration through such funding does not constitute an express or implied endorsement of the co-sponsor(s) or participants’ opinions, products, or services. Programs are nondiscriminatory, and reasonable accommodati...

Service quality and customer satisfaction are important concepts to academic researchers studying consumer evaluations and to practitioners as a means of creating competitive advantages and customer loyalty. This article presents two studies that rely on divergent methodologies to examine whether or not quality and satisfaction have distinct antecedent causes, consequential effects, o r both (i...

This paper introduces a behavioral model that investigates well-known loyalty antecedents. The model proposes that trust and satisfaction mediate the effect of service quality on loyalty. Structural equation modeling confirms the fit of the model, and it demonstrates significance explaining 65% of student loyalty toward mobile service providers in the UK. The invariance analysis demonstrates th...