Research in traditional (bricks-and-mortar) services has broadly supported the link between service quality and customer loyalty. Given the significance of customer loyalty for the profitability of eservices, it is important to ascertain whether the established role of service quality as a driver of loyalty in traditional services translates to e-service settings. An important feature which dif...

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)...

With the rapidly development of e-commerce, online shopping becomes very popular among Chinese customers. In the past few years, online group-buying has experienced big rise and fall, thus, how to retain customers and improve customer loyalty should be considered by the practitioners. This study aims to explore potential factors which contribute to customer loyalty in the online group-buying co...

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...

According to some authoritative marketing analysis, a large percentage of daily sales are increased by its frequent customers. Due to the above fact almost all the stores started to implement point card or loyalty card schemes to achieve the eighty to twenty situation for both the customers and the retailers. Currently average customer has got at least five to six loyalty cards on different sto...

We evaluated the effect of a loyalty program in terms of its ability to alter normal repeatpurchase patterns and move a brand into an “excess loyalty” position. In doing so we replicate the work of (Sharp and Sharp, 1997) and extend the research by examining an almost identical loyalty program but in a more “promotion sensitive” market (and in a different country) and where a retaliatory price ...

This study aims to determine organizational citizenship behavior’s impact on customer loyalty and quality of services. That is to examine, organizational citizenship behavior of nurses and patients (customers) of the Kermanshah province hospitals by two hypotheses. Population comprised of 1524 nurses which 544 nurses were selected as sample. Also sample of same size in a random way in a period ...

a key challenge to brand managers is how to gain a better understanding of the relationship between brand and customer loyalty constructs. researchers have recognized that brand identity plays a key role in brand management. the purpose of this paper is to investigate the effect of brand identity and brand identification on brand loyalty through perceived value, customer satisfaction, and trust...

The expectation-confirmation model (ECM) has been applied to investigate the satisfaction with and continuance of information technology (IT) after its adoption. However, the ECM assumes that the satisfaction-continuance relationship is linear. In the electronics market, however, such a linear relationship may be susceptible to the influence of new variants unique to the Internet. In addition, ...

This paper explores the role of brand loyalty and social media in ecommerce interfaces. A survey consisting of 118 respondents was contacted to address the questions relating to online shopping and brand loyalty. Link between the frequency of access and time spent on an e-commerce user interface, and brand loyalty, gender and age profile differences, and the role of social media to branding and...