today, companies with superior performance in various industries are moving towards customer retention and loyalty. because they have found that it is very expensive to attract a new customer and to maintain its position in the highly competitive environment they need loyal customers. therefore, identifying the factors that affect on customer loyalty is very important. hence, this study examine...

This study was developed with the objective of examining perceived quality, satisfaction, and customer loyalty in regard to mobile phone service providers. A survey was done involving 434 customers in Brazil. The results showed that perceived quality could be evaluated based on the quality of the product, quality of the connection, shops, coverage areas and customer service. A low level of loya...

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...

Providing customers with high-quality information is a key determinant for the success of mobile Internet. This study identifies the important dimensions of information quality in increasing user satisfaction and customer loyalty for mobile Internet services. In order to achieve this goal, we propose a general model of information quality with four dimensions, which we constructed by expanding ...

Currently, online and offline channel integration as a successful business model is used in many industries, this paper aims at providing an insight into the factors affecting online channel (online shop) and offline channels (entity shop) in the agricultural product industry. Drawn from the extant literature, a consumer online and offline behavior model including trust, system quality, informa...

Globalization and deregulation are modifying the competitive framework in the majority of economic sectors and, as a result, many companies are changing their commercial model to focus on the preservation of existing customers. Understanding customer loyalty therefore represents an element of competitive advantage. In this brief paper, we investigate loyalty in the Spanish petrol station market...

The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during, or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The internet has the potential to dominate all other mark...

Companies spend lots of time and money on complex tools to assess customer satisfaction. But they're measuring the wrong thing. The best predictor of top-line growth can usually be captured in a single survey question: Would you recommend this company to a friend? This finding is based on two years of research in which a variety of survey questions were tested by linking the responses with actu...

The study investigates the impact of service recovery on word of mouth, customer trust and customer loyalty in public sector organizations of Pakistan (Pakistan Post, Pakistan Railways and Pakistan International Air Lines). This study employed a quantitative method approach to collect and analyse the data collected through a survey questionnaire. The study sample population comprised 300 custom...

Considerable resources are expended annually on building business brands, yet the literature is virtually silent on brand loyalty in a business setting. This study examines the relationship between attitudinal loyalty and behavioral loyalty in a business services context, and attempts to identify two key antecedents of loyalty in this context. In particular, little is known about small business...