In this paper, we present a conceptual framework that helps to better understand and assess the impacts of information technology on customer loyalty in retail banking. To do so, we define the concept of customer loyalty and identify its antecedents. A conceptual framework describing the impacts of information technology on loyalty is developed based on the literature in marketing, social psych...

Loyalty systems provide an interesting possibility for vendors in customer relationship management. This holds for both real world and online vendors. Beside potential benefits of loyalty systems, customers may fear an invasion of privacy, and thus often refuse to participate in such programs. In this paper, we present two variants of a privacyfriendly loyalty system to be used by online vendor...

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...

This paper is the second of the series of studies entitled ‘‘Innovativeness and Involvement as Determinants of Website Loyalty’’, which was designed to test Foxall’s [(1995). Cognitive styles of consumer initiators. Technovation 15(5), 269–288] style/involvement model in the context of Internet buyer behaviours. In this paper, a consumer Website loyalty model was proposed to describe how consum...

Customer loyalty is always an important index for service providers to consider in service systems. It represents the probability of repurchasing. The paper focuses on the study of loyalty in the networked environment. We propose one mathematical model to describe satisfaction and analyze how satisfaction and switching cost influence loyalty by using the catastrophe model. Comparing with previo...

One purpose of this study is to explore theoretical background to find out store image attributes suggested by many previous researchers as important determinants of store loyalty and another is to identify which store image attributes affect store loyalty significantly according to retail type respectively. The results of empirical analyses show that store image attributes of store loyalty dep...

Literature has stressed the importance of customer retention (loyalty) as it is considered to be a vital source in attaining not only competitive advantage but also improved business performance. A number of studies on online shopping behavior have indirectly related customer satisfaction to repurchase intention. But very few studies have explicitly studied the relationship between customer sat...

In this study we examine the driving forces of customer loyalty in the broadband market in Hong Kong. We developed and empirically tested a model to examine the antecedents of customer loyalty towards Internet service providers (ISPs) in Hong Kong. Structural equation modeling (SEM) was used to evaluate the proposed model. A total of 737 valid returns were obtained through a questionnaire surve...

Brand Loyalty is the only tool for any company to survive in a severe competition. Brand helps in creating relationship between consumer and producer. In this research we study and investigated the effect of service quality, perceived quality, perceived value, brand trust and customer satisfaction on brand loyalty. The service quality, perceived quality and value were determined to be input var...