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...

This paper examines the relationship between performance assessed electronic store (e-store) service quality and e-store customer loyalty in an electronic retailing environment. The research was carried out using a web-based survey method involving 3 e-stores and 324 e-customers. The survey data was then used to test models of e-store service quality and estore customer loyalty and to assess th...

Owing to the increased competition in electronic markets, customer loyalty has become an important success factor in e-business. However, the antecedents of customer loyalty differ between business domains. While the formation of customer loyalty in e-commerce has been studied extensively, little is known about how loyalty towards news websites develops. Integrating findings from uses and grati...

This study aims to explore howdifferently social and economic rewards of a hotel loyalty program impact program loyalty and further examine how the differential impact produces relational behaviors. Findings suggest that economic rewards drive program loyalty more strongly than social rewards because members tend to stay with a loyalty program due to its economic reward. However, social rewards...

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...

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...

Experience design, an approach to create emotional connection with guests or customers through careful planning of tangible and intangible service elements, has gained popularity in many hospitality and retail businesses. With ever-increasing competition, service providers seek to develop loyalty by aggressively designing, continuously innovating, and managing their customer experiences. This a...

While the importance of customer loyalty has been recognized in the marketing literature for at least three decades, the conceptualization and empirical validation of a customer loyalty model for e-service context has not been addressed. This paper describes a theoretical model for investigating the three main antecedent influences on loyalty (attitudinal commitment and behavioral loyalty) for ...

The term "fan loyalty" refers to the loyalty felt and expressed by a fan towards the object of his/her fanaticism in both everyday and academic discourses. However, much of the literature on fan loyalty has paid little attention to the topic from the perspective of youth pop culture. The present study explored the meaning of fan loyalty in the context of China. Data were collected by the method...

Literature review revealed the importance of the adoption of marketing Relationship for loyalty and retaining profitable customer (Customer Relationship Management). LPQ satisfaction will reinforce the loyalty and customer brand attachment. Customer will communicate the operator to others. The focus of this study is to examine the relationship between the LPPQ and the WOM recommendations throug...