A multitude of companies today has already identified the need to create a loyal customer base and acknowledged that maintain ing existing customers and extending business with them are significantly less expensive than acquiring new customers (e.g.[17]). Therefore this paper describes the development of a conceptual model to investigate several factors affecting customer loyalty towards the se...

With increasing competition in the business world and the emergence and development of new technologies, many companies have turned to integrated production and distribution for timely production and delivery at the lowest cost of production and distribution and with the least delay in delivery. By increasing human population and the increase in greenhouse gas emissions and industrial waste, in...

This study is aimed at investigating the dimensions of customer satisfaction in Indonesia Islamic banking industry and how those dimensions could affect the customers’ switching behavior. Data collection is done by using self administered questionnaire and involves as many as 732 Islamic bank customers from the area of Jakarta. The methods used in this study are factor analysis and logistic reg...

This study examines the usefulness of the theory of transaction cost economics (TCE) for the online travel market and investigates customer satisfaction and loyalty with the transaction cost over the Internet taken into account. Using structural equation modelling (SEM), the authors identify the relationships among the antecedents (uncertainty, personal security and buying frequency), the media...

This article explores how the exchange of social resources delivered by service employees and economic resources provided through service operations creates social and structural bonds that enhance business-to-business relationships. It describes an empirical study of experienced business customers of a large telecommunications company. The study shows that social bonds created by employee-deli...