LAPLAND UNIVERSITY OF APPLIED SCIENCES-School of Business and Culture Degree programme: Business Management Writer: Wan Tong Thesis title: Analyzing the relationship between Customer Satisfaction and Customer Loyalty Case: Ritz-Carlton Guangzhou Pages (of which appendices): 51 (8) Date: 10 February, 2015 Thesis instructor: Marita Wahlroos This research aims to analyze the relationship between c...

The main aim of the study was to examine the relationship between competitive strategies and organizational performance among firms in the mobile telecommunications industry in Kenya. The study identified the competitive strategies adopted by firms in the industry in Kenya, assessed the different levels of implementation of competitive strategies within the firms and examined the relationship b...

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...

Nowadays, loyalty is rooted in an employee’s commitment to the organisation and involvement its activities described as a belief organisational goals values. However, when Covid-19 pandemic overwhelmed not only Latvia but whole world, it became crucial find out how personnel felt at time their office home (where before 2019, all work-related stress was left behind) world restricted homes. While...

To analyze the areas of formation and maintenance loyalty staff medical institutions, a survey employees organizations was conducted according to L. Porter questionnaire eNPS methodology.
 The study showed that in under consideration, an average level formed, relying most cases on emotional component. maintain existing situation, systematic assessment satisfaction personnel is required. Wi...

SATISFACTION AS ANTECEDENTS ABSTRACT Purpose: This paper studies, from the perspective of relationship marketing, the loyalty behavior of industrial customers in the context of a cluster. Loyalty is a key variable for studying long term relationships between firms. Research implications: Recent advances in consumer and services marketing consider that perceived value and satisfaction are centra...

Recently, we have experienced an emergence of comparative “Internet Shopping Agents” (ISAs) that allow consumers to costlessly search across many online retailers and buy at the lowest price. An ISA can be thought of as an institution that creates all or nothing type of competition in the following sense: Because consumers see all the retail prices with a single search, a retailer of a homogeno...

Recommender systems (RSs) have become a familiar artifact in cyberspace as a vehicle for increasing revenues while deepening customer loyalty and satisfaction. Typically RS are developed in house by companies with a large product line and customer base. However, the structure of RS is often straightforward, and effective systems can be developed at relatively low cost, and thus offered as a mar...

This study examines how customers can be maintained, which is a particularly important issue for service industry area. Customer service is important not only to private firms but also to public organizations. To improve service quality and maintain customers, organizations must ensure their employees’ job satisfaction. This study measures job satisfaction and examines its effects on service qu...