Due to the progress of website applications, many online services without commercial transactions have been widely implemented recently. The potential of and the indirect business opportunities from those applications have made measuring website performance an important issue. In electronic commerce, the e-loyalty development process is based on both e-satisfaction and e-trust toward the net-en...

The issue of assessing customer perceptions of e-service quality performance and its impact on eloyalty, has emerged as an area of strategic importance for e-marketers and Website managers. This paper proposes a conceptual framework of the key determinants a manager must consider to develop e-loyalty in business-to-consumer e-commerce. It is argued that the quality of a Website can contribute t...

The increase in the numbers of both public and private higher learning institutions (HLI) in Malaysia has resulted in the industry becoming relatively very competitive. The situation calls for HLIs to focus on establishing a strong corporate image and providing student satisfaction to secure their loyalty. Delivering quality services would lead to student satisfaction and loyalty. This study re...

2008 2 I dedicate this thesis to my dear mother and father 3 Abstract While a vast number of studies have pointed out the keys of relationship marketing practices in consumer markets, little attention has been paid to the value the organization can get from such strategies in the B2B market. The literature provides relatively little support for the effectiveness of relationship marketing progra...

severity of rivalry in markets and importance of customer’s maintenance for organization enforced them to gain toward creation, keeping and promotion the relationship with customers and according to scholars’ findings; relationship marketing is one of the best ways. the conceptual model which is used in this paper, aims to investigate the effects of relationship marketing value dimensions such ...

the more a marketing paradigm evolves, the more long-term relationship with customers gains its importance. also, the move towards a customer-centred approach to marketing, coupled with the increasing availability of customer transaction data, has led to an interest in understanding and estimating customer lifetime value (clv). there are several researches about the clv formulas and calculating...

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 ...

Prior literature has largely addressed corporate social responsibility (CSR) from outcomes related to organizational themes. However, its importance for achieving consumer-related is something that been ignored by contemporary researchers. Likewise, how CSR communication through media can create positive emotions on the part of consumers date under-explored. Hence, present study aims fill these...

Research on commitment has demonstrated that maintaining high levels of commitment is important for organizational success and well-being. However, no research has addressed to what extent organizations recognize and reward those individuals who are highly committed and loyal to an organization. Therefore, the present study presents some data from employees in the US, UK, New Zealand and German...