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...

background: using thinking-based scientific methods such as paper-based and electronic nursing processes in nursing education can lead to education of skilled and efficient experts that can affect students’ satisfaction in addition to their quality of care. the present study aimed to compare the effects of recording and implementing the nursing process based on two methods (paper-based and elec...

This research aims to investigate the process and factors for developing customer loyalty through eservice quality experience. Based on previous studies on e-loyalty and loyalty, we developed an integrated model of e-loyalty antecedent factors by testing the eTailQ scale including website quality, security/privacy, value perception, reliability and customer support which are mediated through tr...

With the rapid development ofmobile technology and large usage rates ofmobile phones, mobile instant message (MIM) services have been widely adopted in China. Although previous studies on the adoption of mobile services are quite extensive, few focus on customer satisfaction and loyalty to MIM in China. In this study, we examine the determinants of customer satisfaction and loyalty. The finding...

Little is known about the influence that patients themselves have on their loyalty to a general practitioner (GP). Consequently, a theoretical framework that draws on diverse literature is proposed to suggest that along with satisfaction, patient loyalty is an important outcome for GPs. Comprising 174 Australian patients, this study identified that knowledgeable patients reported lower levels o...

a r t i c l e i n f o Keywords: Customer–brand identification Company identity Brand identity Social identity Brand loyalty This paper proposes a social identity perspective of customer–brand relationship and integrates brand identity and identification with value, trust and satisfaction in predicting brand loyalty. Two studies' empirical results support this path to brand loyalty framework. Th...

This study aims to reveal the influence between CRM, SST, customer satisfaction and loyalty variables with mediation of patient in outpatients Indriati Boyolali Hospital. research used a quantitative descriptive approach—data collection using questionnaires, observations documentation. The location was Hospital which is located at Jl. Raya Boyolali-Semarang No.KM. 02, Mojosngopermai, Mojosongo,...

The purpose of this study, namely to determine the effect service quality, price and satisfaction on customer loyalty PT. NPM public transport bus passengers through quantitative methods along with multiple regression analysis test research hypothesis, where output obtained is significantly influenced by Service quality also has a significant influence NPM's loyalty. Then, are affected price, b...

The air cargo terminals (ACTs) recently focus on developing relationship with customers to meet their requirements and enhance loyalty in the competitive environments in Taiwan. The purpose of this study is to explore the effects of service quality, innovation capability and corporate image on customer’s satisfaction and loyalty of ACTs. After reviewing the literatures, the structural equation ...

While customer satisfaction and loyalty regarding most physical goods and services have been well explored in academic literature, there exists little research on these factors with respect to mobile telecommunications services. Nevertheless, standardized satisfaction measures are suggested to be useful for various telecom-industry stakeholders. However, such a global standard measure of satisf...