LAPLAND UNIVERSITY OF APPLIED SCIENCES-School of Business and Culture Degree programme: Business Management Writer: Wan Tong Thesis title: Analyzing the relationship between Customer Satisfaction and Customer Loyalty Case: Ritz-Carlton Guangzhou Pages (of which appendices): 51 (8) Date: 10 February, 2015 Thesis instructor: Marita Wahlroos This research aims to analyze the relationship between c...

This chapter deals with how to use data mining technology to find interesting pattern, which can be organized for global customer retention. Customer relationship management (CRM) comprises a set of processes and enabling systems supporting a business strategy to build long term, profitable relationships with specific customers. Customer data and information technology (IT) tools shape into the...

The extant literature presents antecedents of loyalty into four groups: characteristics of the environment, characteristics of the dyadic relationship, characteristics of the consumer, and consumer perceptions of the relationship with the marketing firm. However, it pays little to no attention to the antecedents of loyalty in small island economies. Prior research on small island economies is h...

today, customer satisfaction as a factor of success of companies has a main importance in the marketing literature. this study has been done to identify factors affecting customer satisfaction with an emphasis on the social capital and the organizational justice. the statistical population of the study includes staff and customers of the commercial banks in tehran, qom and markazi provinces. to...

Loyalty program is a marketing effort by the merchant to keep customers loyal to their stores. It tries to keep track of the purchasing-behavior of a customer by recording customer’s purchase information, including his credit card number, as a key identifier to the customer. While it may benefit the customer, the drawback is that the privacy of the customer is intruded. If the customer is using...

Since the increased importance is placed on customer equity in today’s business environment, many firms are focusing on the notion of customer loyalty and profitability to increasing market share. Building successful customer relationship management (CRM), a firm starts from identifying customers’ true value and loyalty since customer value can provide basic information to deploy more targeted ...