Customer Retention is a major aspect of the growth of any business. It is always good to retain those customers who are more loyal or can be converted to be loyal. In this paper, a fuzzy decision tree based approach is proposed in combination with Z-shaped curved membership function to find the customer loyalty and has been compared with the approach of fuzzy decision tree with Gaussian members...

the aim of this study was to describe and determine the relationship between satisfaction and customer loyalty and word of mouth advertising in zanjan bodybuilding clubs. the population of this study included all customers of bodybuilding clubs in zanjan city who had at least one year of physical activities in these clubs. 280 customers were randomly selected from bodybuilding clubs and data of...

W estimate the joint impact of the frequency reward and customer tier components of a loyalty program on customer behavior and resultant sales. We provide an integrated analysis of a loyalty program incorporating customers’ purchase and cash-in decisions, points pressure and rewarded behavior effects, heterogeneity, and forward-looking behavior. We focus on four key research questions: (1) How ...

the main purpose of this research is to evaluate the effect of commercial brands on customers’ loyalty and behavior to hygienic products. here a commercial brand is under assessment about its credibility among consumers in relation to customers’ loyalty and behaviour. in this research the model presented by sweeny and swait consumers and its relationship with customers’ loyalty and behaviour. i...

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...

This paper examines empirically the three concepts of loyalty that have been recently proposed in the literature: attitudinal loyalty, share loyalty, and differentiation loyalty. Measures of these concepts are compared at both aggregate (brand loyalty) and individual (customer loyalty) level. The findings support the view that each is indeed a separate concept, though each are, as hypothesised,...

How have cutthroat competition and high growth compelled telecom service providers to innovatively use social media to outperform competitors, improve customer communication and maintain loyalty? Why have service providers made huge investments in social media for their CRM strategy? This case study analyses how Tata DoCoMo used social media to positively influence customer experience. The case...

Today service providers need to mobilize all the internal energies in order to face the increasing competition and a changing market environment. Knowing the customer and the ability to provide flexible services has become crucial to building customer loyalty. With regard to technology-intensive services, Parasuraman [57] proposed that customer technology readiness (TR) has an impact on the per...