Customer loyalty

In this study, the author examined the SERVQUAL model's service quality evaluation elements involving customer satisfaction. More specifically, the hypothetical model was proposed to examine how each component of service quality affects customer satisfaction specifications.

8p viengfa 28-10-2024 3 2   Download

Most of the firms now agree that creating strong customer experience is becoming the most prioritized activity to attract and endure customers (Lemon, 2016). In previous research, the notion of customer experience is commonly mixed with customer satisfaction, customer loyalty, service quality and other related concepts.

12p viormkorn 27-09-2024 5 2   Download

The purpose of our research is to determine whether the factors of mobile service quality affect customer ordering behavior when choosing to use an online food delivery app in Da Nang city. The study involved 323 interviewees, people between the ages of 18 and 35 in Da Nang. The findings in the study demonstrate that there is a correlation between the quality of mobile service and customer loyalty. Three factors that have a positive impact on customer return to order behavior are “Content, Responsiveness, and Technology Trust”.

23p toduongg 24-08-2024 2 1   Download

The article studies the relationship between relationship marketing, emotions, relationship quality, customer loyalty, and opportunism through previous studies, from which to propose the research model. Specifically, the author considers the direct and positive influence of relationship marketing on emotion and relationship quality; direct and positive influence of emotions on relationship quality and loyalty;...

16p toduongg 24-08-2024 1 0   Download

This study investigates customers’ perception of four types of responsibilities in Carroll’s CSR pyramid (1991), including economic, legal, ethical and philanthropic responsibilities; and the effects of their perception of CSR on purchasing intention. The findings show some interesting points. Firstly, the importance level of four responsibilities from customers’ perspective is different from that of Carroll model (1991).

22p toduongg 24-08-2024 2 1   Download

Nghiên cứu "Phân tích ảnh hưởng của đặc điểm sử dụng mạng xã hội đối với lòng tin và sự trung thành với cửa hàng Phê-La" nhằm mục tiêu là đánh giá, xem xét lại từ việc Phân Tích Ảnh Hưởng Của Đặc Điểm Sử Dụng Mạng Xã Hội Đối Với Lòng Tin Và Sự Trung Thành Với Cửa Hàng Phê-La Coffee&Tea. Các yếu tố ảnh hưởng đến lòng tin và đến Lòng trung thành khách hàng (Customer Loyalty- LOY), thông qua vai trò trung gian của Sự thỏa mãn khách hàng (Customer Satisfaction- SAT) trong ngành dịch vụ tại Thành phồ Hồ Chí Minh (TPHCM).

4p tahoaiman 02-01-2024 9 3   Download

The main objective of this research study is to empirically test if a traditional brand equity model is applicable to online companies and to ascertain its nomological validity.

240p runthenight04 02-02-2023 9 3   Download

The studies on customer loyalty presented different views and definitions of customer loyalty from different fields such as tourism; online shopping; homestay service or convenient shops system at the same time, these studies also show factors affecting loyalty such as service quality; satisfaction; tourist experience; switching costs,… However, most studies have not mentioned customer loyalty in the business performance of enterprises.

29p guitaracoustic09 14-01-2022 26 3   Download

The service firm’s readiness to provide each customer with personalized service; it means the transcendental approach of the firm and its related services offered to the consumers.

247p spiritedaway36 26-11-2021 30 5   Download

Current trends and future possibilities show that the Government of India has taken diverse plans to improve the retail industry in India. Some of them are listed below: Changed the Foreign Direct Investment (FDI) rules in food processing, in a bid to permit e-commerce companies and foreign retailers to sell Made in India consumer products.

218p spiritedaway36 26-11-2021 26 5   Download

Lecture Electronic commerce - Chapter 4: Consumer behavior, market research, and advertisement learning objectives: Describe the factors that influence consumer behavior online. Understand the decision-making process of consumer purchasing online. Describe how companies are building one-to-one relationships with customers. Explain how personalization is accomplished online. Discuss the issues of e-loyalty and e-trust in EC. Describe consumer market research in EC.

55p caphesuadathemtac 09-11-2021 28 4   Download

Building and testing the relationship between elements of relational bonds and the individual customer loyalty through satisfaction; At the same time, testing the relationship between switching costs and individual customer loyalty. Provide administrative implications, suggestions for banking service providers in maintaining and enhancing individual customer loyalty.

22p kequaidan11 17-04-2021 11 0   Download

Following brand equity theories and customer based brand equity models, the paper proposes an analytical framework which adopts Aeker’s four components including brand awareness, brand associations, perceived quality and brand loyalty in order to enhance the value of brand equity for higher institutions in Vietnam.

12p tamynhan6 14-09-2020 17 2   Download

The dissertation has discovered and contributed empirical evidence on the relationship of concepts in the research model in Vietnam market through a survey of 917 online shopping customers in five provinces and cities with the High e-commerce index as reported by the Vietnam E-Commerce Association, including four major cities (Hanoi, Hai Phong, Da Nang, and Ho Chi Minh City) and Binh Duong Province.

0p cothumenhmong6 17-07-2020 23 2   Download

The objective of this study is to identify challenge and opportunity in designing LP. Five dimensions associated with designing loyalty programs such as membership, point structure, benefit, communication program, and partnership have been identified.

15p lucastanguyen 01-06-2020 12 4   Download

This paper provides a conceptual understanding of how co-creation can add value in the service industry regarding brand loyalty as well as customer relationship management through some of its basic features of co-creation which include co-designing, collaborating, tinkering, and submitting.

11p guineverehuynh 18-06-2020 33 5   Download

The design of this study uses an explanatory approach. The data analysis technique uses structural equation model (SEM) and sampling is limited to certain criteria (purposive sampling).

11p guineverehuynh 19-06-2020 23 4   Download

This study is conducted to investigate the impact of corporate social responsibility (CSR) on supply chain management (SCM) and financial performance, and the effect of SCM on financial performance through the mediate role of corporate reputation and customer loyalty.

12p tohitohi 22-05-2020 66 3   Download

Determine factors influencing the loyalty of customers using 4 and 5-star hotel service in Ho Chi Minh City in a multidimensional approach in the service quality model; assessing the impact of customer loyalty factors on the use of 4 and 5-star hotels in Ho Chi Minh City based on a multidimensional approach in service quality model; propose some policy recommendations to increase the loyalty of customers using 4 and 5-star hotels in Ho Chi Minh City.

20p bibianh 26-09-2019 40 3   Download

The thesis studies a number of factors affecting loyalty for bank brands of individual customers depositing savings at Vietnamese commercial banks.

0p dungmaithuy 18-09-2019 18 2   Download