The impact of electronic banking services on the customers. Determinants, contexts, and measurements of customer loyalty. Customer satisfaction is an important antecedent of brand loyalty. Patients are turning out to be more involved in their own healthcare and are being encouraged to do so. Pdf on aug 1, 2015, sima magatef and others published the impact of customer. Consumer intelligence series whats driving customer loyalty. Asadur rehman, ms scholar, department of business administration, institute of southern punjabpakistan. Furthermore, this paper hopes to enhance marketing managers knowledge and understanding of the effect of customer experience towards customer. Online shopping customer satisfaction and loyalty in norway. The impact of customer loyalty programs on customer retention. Customer loyalty is one of the most over used phrases in business today shaw, 2000. An approach to increase customer retention and loyalty in b2c. Global journal of management and business research volume xv issue x version i.
The goal of this study is to obtain a deep understanding of the impact of customer loyalty programs on customer retention. This means that to increase customer loyalty needs to first implement crm. Customer satisfaction and loyalty towards perceived service quality of domestic airlines in nigeria. Customer always wanted to be satisfied not only on the product. Journal of economics, business and management, vol. While traditional way of delivering service to customer is made between directly, so electronic banking services providers requiring to study these dimensions and see how they affect customer loyalty hussein, 2011.
A study of interrelationships and effects in nigerian domestic airline industry rahim a. For developing customer satisfaction, reliability in the. Impact of customer satisfaction on customer retention. In addition, using atm cards in supermarket and affordability of atm charges have moderate effect on customer satisfaction. It is argued that loyal customers purchasing frequency or amount of purchasing. Pdf factors influencing customer loyalty in private. The aim of this thesis is to investigate which factors will have impact on customer loyalty. The purpose of this thesis is to provide a better understanding of the usages of crm in b2b firms. Analysis of customer loyalty through total quality service. In theses definitions, customer loyalty is regarded to be related with purchasing. It is a survey study and so this research adopted a descriptive design to elicit information on the characteristics of the respondents in terms of age, sex and occupational level. The combined effect objectives the purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers.
Most companies strive for customer loyalty as the competition in most sectors grows tighter, both the importance of, and the challenge in, keeping customer loyalty increases. The thesis also focuses on the essence of customer loyalty programs to improve and promote the customer loyalty. The mediating effect of passenger satisfaction in the nigerian airline industry. Service quality, customer loyalty, crm, empathy, assurance. Relation between customer relationship management with customer loyalty munandar, dadang 2011 state that crm has positive and significant effects on customer loyalty, changes in the companys customer loyalty is directly caused by changes in the implementation of crm 16. Pdf service quality, customer satisfaction, and customer. A study of the factors influencing customer satisfaction and. Factors affecting customer satisfaction and customer loyalty. Abdul ghafoor awan, dean, faculty of management and social sciences institute of southern punjabpakistan. Designing good customer experience will ensure telecommunication industry to perform well. Investigating factors that can have an impact on customer loyalty an. Jun 18, 2019 it has been speculated that customer loss remains in inverse proportionality to the growth of the business.
The study investigates the impact of independent variable. Satisfaction with the amount of contact between service provider and service. Brand loyalty and involvement in different customer levels of. How much a customer is willing to pay depends on what they. Online shopping, customer satisfaction and loyalty in norway master thesis 2010 page 3 acknowledgement first and foremost, we would like to thank our family and friends for. Benjamin ohene bediako the impact of corporate social.
Moreover, this thesis studies the factors that influence customer satisfaction. Therefore, they only add certain amount of money to the business so the. This study analyzes the effect of customer trust on customer loyalty and customer retention and the moderating role of cause related marketing in cellular service operators like mobilink, telenor, warid, ufone and zong. Oradea journal of business and economics, volume ii issue 1 published on march 2017 7 customer satisfaction and loyalty. The effects of trust, commitment and satisfaction on. Pdf customer loyalty toward an integrated conceptual. It provides customers free merchandise, rewards, coupons and so on. Research design this study examines the effect of customer satisfaction on customer loyalty in a reputable bank in oyo. Irjmst vol 7 issue 2 year 2016 issn 2250 1959 0nline 2348 9367 print. This thesis also analyzes the factors that have impact on customer satisfaction and result in customer loyalty. The association between customer satisfaction and customer loyalty has so far attracted ample dscussions. Impact of customer satisfaction on custo mer retention. Page 3 abstract the purpose of this thesis is study of customer relationship management process in customer retention.
Erica lundgreen 2005, customer loyalty, bachelors thesis, department of business. Lastly, customer performance that relates to marketings effect on customer loyalty, which create longterm customer relationships and influence the longterm effect of customers value in the company. The effect of customer relationship management crm on. Analyzing the academic literature on this subject, we identified two main directions. International journal of scientific and research publications, volume 2, issue 6, june 2012 1 issn 22503153. Relationship marketing and customer loyalty global journals. In their attempt to conceptualize brand loyalty, most academicians and practitioners focused on the behavioral aspect, less emphasis on the attitudinal brand loyalty. Similarly, the thesis also focused on customer loyalty programs to promote the. A list of references is provided at the end of the thesis as well. Customer satisfaction on the quality services of one.
Experiential value, relationship quality, and customer. Secondly, development of brand loyalty amongst consumers of a brand allows the seller of the brand to take advantage of premium pricing abilities. Pdf customer satisfaction and brand loyalty among consumers. In the business environment the concept of customer loyalty is important because it is considered to be a profitable link.
Pdf the impact of customer loyalty programs on customer. Customers have several choices to make among alternative products, and they exercise a high level of influ. We describe the objectives of customer relationship. The influence of customer experience on customer loyalty.
This research is about customer loyalty strategy and the focus. A random sample of 9868 customers was selected by using a. The more the customer loss, the lesser the growth of the business. Customer loyalty programs are the rewards programs given by a company to encourage their customers to frequent purchasing. Service quality, customer satisfaction, and customer loyalty. Customer loyalty toward an integrated conceptual framework. Nigeria international journal of managerial studies and research ijmsr page 44 oliver 2000 suggests that customer satisfaction is the core philosophy of marketing strategy of.
Customer loyalty is a key element of an effective and prosperous organization. The purpose of this thesis is study of customer relationship management process. The commissioner of this thesis was karolina lassfolk operational director, trivsel. A study of nigerian tecommunication industry oyeniyi omotayo abstract in todays competitive business world customers are considered to be kings.
Many see it as primarily an attitudebased phenomenon that can be influenced significantly by customer relationship management initiatives such as the increasingly popular loyalty and affinity programs. Customer loyalty has long been a topic of high interest in both academia and practice, and a loyal customer base has been found to be beneficial to the firm. Specifically, the authors focus on the role that experiential value plays in explaining the link between relationship quality and customer loyalty, and whether there are gender differences inherent to the proposed framework. Another aspect to take into account is acquiring new customers, this. Approved by the head of the department of marketing.
A case study of a reputable bank in oyo, oyo state. Hypotheses implied by the model are tested on a sample of 368 patrons of u. It is proposed that the antecedents of customer loyalty are be partitioned into three categories. International journal of business and social science vol. Impact of customer satisfaction on customer loyalty. Us g lobal journal of management and business research volume xi issue v version i 28 a pril 2011. Besides customer loyalty the selling volume and the selling frequency may also increase oliver, 1999. Customer loyalty and customer loyalty programs abstract customer loyalty presents a paradox. The research questions in this thesis center primarily on customer loyalty as the outcome of. Factors affecting customer satisfaction and customer loyalty towards belle footwear company in. Influencers of customer satisfaction customer loyalty relationship. Customer loyalty is usually viewed as the power force of the relationship between the attitude of individuals relative and repeat patronage.
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