SATISFACTION AS ANTECEDENTS ABSTRACT Purpose: This paper studies, from the perspective of relationship marketing, the loyalty behavior of industrial customers in the context of a cluster. Loyalty is a key variable for studying long term relationships between firms. Research implications: Recent advances in consumer and services marketing consider that perceived value and satisfaction are centra...

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...

The tight competition of e-wallets in Indonesia requires DANA to continue innovate order maintain the loyalty its customers. One these innovations is by providing value customers through application gamification application. On other hand, although there great hope that can increase loyalty, researchers from Gartner stated tends fail due poor implementation. In DANA's own program, many complain...

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,...

This study aims to determine the effect of service quality, taste and price perceptions on customer loyalty through consumer satisfaction as a mediating variable. The population in this were 100 populations Mas Be geprek chicken customers. sample 62 respondents with purposive sampling technique used. method used is Quantitative Descriptive research data collection techniques using questionnaire...

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...