This study examines and explains the relationship of variables that become income factors from application marketing concepts, namely experiential marketing, E-WOM, Brand Trus, which then form brand loyalty. The object this research is a hotel in Malang. data was obtained by distributing online questionnaires to 160 people. Furthermore, were analyzed using Partial Leasr Square (PLS) analysis to...

The purpose of this research is to examine the correlation e-service quality, customers’ experience, engagement, and loyalty within B2C e-commerce. This paper describes a theoretical model for investigating main dimension that influences on context loyalty: website design, fulfillment/reliability, customer service security/privacy. Survey data were collected from 205 respondents who had made tr...

Customer loyalty is always an important index for service providers to consider in service systems. It represents the probability of repurchasing. The paper focuses on the study of loyalty in the networked environment. We propose one mathematical model to describe satisfaction and analyze how satisfaction and switching cost influence loyalty by using the catastrophe model. Comparing with previo...

One purpose of this study is to explore theoretical background to find out store image attributes suggested by many previous researchers as important determinants of store loyalty and another is to identify which store image attributes affect store loyalty significantly according to retail type respectively. The results of empirical analyses show that store image attributes of store loyalty dep...

The purpose of this paper is to verify the relationships among service quality, perceived value, customer satisfaction, and customer loyalty in mobile phone service. The study conducted an empirical research. A total of 384 mobile phone users’ responses were collected from Seoul in Korea. The findings show that service quality positively influences customer loyalty. In addition, perceived value...

today, organizations continuously try to find the ways to gain loyal customers because of their advantages. customer to customer interactions has attracted more attention among marketers in which customer-to-customer interactions has been known as one of the most important methods of creating loyal customers. the present paper seeks to propose a service model developed in traveling and tourism ...

This study measures the influence of e-service quality on e-satisfaction, thereby affecting e-loyalty young people when shopping online Shopee Vietnam. The purpose this is to provide knowledge better understand most important aspects that affect youth satisfaction, loyalty. uses qualitative research method combined with quantitative method. conducted a survey 250 users e-commerce site. results ...

Despite the prevalent use of loyalty programs, there is limited evidence on the long-term effects of such programs, and their effectiveness is not well established. The current research examines the long-term impact of a loyalty program on consumers’ usage levels and their exclusive loyalty to the firm. Using longitudinal data from a convenience store franchise, the study shows that consumers w...

The purpose of this chapter is to analyze the loyalty of airline users in both online and offline environments, and the influence exercised by the virtual environment on overall loyalty to an airline company. An empirical study was carried out, with a total of 1710 personal interviews with users of different airline companies. In the analysis of the data, structural equations models were used, ...

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...