The conceptualize customer loyalty as a dualdimensional construct, comprised of cognitive and affective loyalty. Pdf factors affecting on customer loyalty in service. Consequently, the main purpose of this study is to investigate factors affecting on the purchase intention of bono brand tile customers. Factors influencing customer satisfaction with atm banking. The study was carried out by taking a sample of 150. To discuss empirical results, solutions and implications in developing customer loyalty in hotel industries. The main objective of this paper is to identify all the main factors that influence the customer satisfaction in banking at the present contemporary global and highly competitive economy. To observe the effect of service quality, brand image, public relations, trustworthiness and perceived quality on the customer loyalty in hotel industry. Review of the previous gaps in literature concluded that three predictors were counted as major contribution for. Factors influencing customer loyalty toward online shopping. A study of the factors influencing customer satisfaction and. Pdf factors influencing satisfaction and loyalty in online.
In addition, price, health concern, perceived value, and customer satisfaction also influence customer loyalty. Nevertheless, apart from the study by kassim and ismail 2009 empirical research on antecedents of ecommerce customer satisfaction, trust, and loyalty in developing arab countries is limited. Descriptive statistics showed that in general, respondents displayed positive level of loyalty. More specifically, the focus is on examining the grouped impact of the factors. Factors which influence the buying behaviours of customers. This study empirically investigated the factors that affect customer retention in the airline industry in north cyprus. The core offer remember that its not all about gimmicks and loyalty card programmes it is the core offer itself that will influence how long a. Similarly, in chapter four methods of managing customer relationships are described. It investigates the shopping experiences of users of the major shopping websites of taiwan.
Meanwhile, with an increase in competitiveness and unpredictability in the markets for shoes, the major key for success in footwear business is customer loyalty. Loyalty i s a dimension that the client develops from ot her dimensions and. This article will discuss the customer satisfaction, the five factors that affect the customer satisfaction, how to measure the satisfaction of a customer, and the importance of the customer satisfaction. Thus, the main objective of this research is to examine factors influence customer loyalty in chinas hotel industry. A purchasing from an old customer is much easier than from a new customer. The current paper studies the influence of various factors on customer loyalty.
The purpose of this paper is to explore knowledge about the influence of price, promotion, product reliability, brand image, health concern, and perceived value on customer satisfaction and loyalty towards tea beverage in bangkok. The combined effect objectives the purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. Factors affecting customer satisfaction and customer loyalty. Pdf factors influencing customer loyalty towards fast food. He recommends that they should improve customer loyalty through quality and price. Pdf factors affecting customer loyalty in products researchgate. Brand loyalty is amongst the key factors critical for managers so that they can improve their customers retention that in turn puts its favorable impact on the overall profits. These also apply in a b2b environment as well as b2c. Taking into consideration external technology acceptance factors, website service quality as well as internal specific holdup cost factors, this paper aims to explore how internet customer satisfaction and loyalty can be associated with each other and how they are affected by these dynamics. Due to the lack of research in this area, there is a necessity to address this issue seriously. To assess how corporate image influences customer loyalty towards kenya airways.
Pdf factors influencing customer loyalty article alia. Empirical studies have shown that customer satisfaction is an antecedent to customer loyalty. The main hypothesis of the study insists that the list of most important factors affecting loyalty is dependant on the level of loyalty of costumers. Customer loyalty happens when customers have a great experience, and it.
Fredericks and salter 1995 simplified the issue of brand loyalty and suggested that brand loyalty is determined by customers perceptions of value offered by the marketer. Factors influencing customer loyalty and choice of. These factors were service quality attributes, perceived safety, customer satisfaction, loyalty reward program, relationship commitment and. Factors influencing brand loyalty this research evaluates factors affecting customer loyalty in the saudi arabian telecommunications sector. These deciding loyalty factors also vary by a consumers shopping personality e. Pdf factors influencing satisfaction and loyalty in. Perceive service quality has a significant influence on loyalty customer loyalty in highly competitive restaurant industry, providing high quality services and food to affect.
This thesis also analyzes the factors that have impact on customer satisfaction and result in customer loyalty. Much research has already examined the consumers repeated purchase intentions, however there is no united point of view concerning the factors conditioning. The core offer remember that its not all about gimmicks and loyalty card programmes it is the core offer itself that will influence how long a customer will stay with you. Review of the previous gaps in literature concluded that three predictors were counted as major contribution for customers loyalty namely perceived value, service quality, and brand image. Knowing the factors that influence customers satisfaction with atm banking is of significance when it comes to deployment of atm technologies. The main aim of this study is to find the factors influencing a customer to choose a retail store when buying fast moving consumer goods. Factors that influence customer loyalty in hotel industry. There are many factors which impact the customer loyalty in a significant way. Oct 31, 2018 the specific factors that influence customer loyalty evolve over time and are affected by children, age and other demographics.
Yahyah et al 2008 examined the factors affecting influence of brand loyalty on consumer sportswear with many empirical studies. The paper examines the various factors and dimensions that influence customer loyalty in the banking industry. The main purpose of the study was to find out if the basic idea of issuing customer cards still holds in a situation where a customer owns two or more of such cards, and which factors possibly influence the buying behaviour of such customers. Pdf factors affecting on customer loyalty in service organizations. Pdf factors of brand image which influence customer loyalty. The results of the pca show that nine factors have significant positive influence on customer loyalty. Perceived service quality has a significant influence on customer satisfaction h5. Customers expectation has a significant influence on loyalty. The approach is based on an interesting use of statistical regression reported in the literature that attempted to classify different cues. To find out and examine those factors that will influence customer loyalty in the banking industry. Maintaining customer loyalty has been recognized as one of the essential factor for business survival and growth.
An exploratory study with regard to service quality, mohammad and alhamadani 2011 found that the quality of banking service is an integrative assessment of the service dimensions offered to customers. The purpose of this study is to examine empirically the influence of satisfaction, trust and commitment on customer loyalty in online shopping. Customer loyalty always remains a prime concern for business organization. When buying consumer products, many loyal customers stray simply because the store where they regularly buy your product ran out. The purpose of this paper is to explore the factors influencing the customer. Factors affecting customer satisfaction and customer. This study investigates the correlation between these factors and customer loyalty through hypotheses testing. Pattarakitham, amornrat, the factors influence customer satisfaction and loyalty. Factors of brand image which influence customer loyalty of j. Customer loyalty, the main consequence of customer satisfaction, has been defined and measured in many various ways over the past decades. The customer loyalty is an essential element for a compan. Customer loyalty customer loyalty is crucial both for the organization and the customer. Factors affecting brand loyalty in order to understand more about brand loyalty, several factors which may influence brands decisions of being loyal to a specific brand. The factors affecting customer satisfaction and customer.
Customer loyalty is one of the most important and critical factors for a companys success. Factors influencing satisfaction and loyalty in online. Singh and sirdeshmukh 2000 said the customer loyalty as the marketplace currency of the twentyfirst century. The influence of service quality on restaurants customer loyalty yousef keshavarz. The core offer remember that its not all about gimmicks and loyalty card programmes it is the core offer.
The purpose of this is to identify key factors which influence customer loyalty around the globe in general and in pakistan in particular. To achieve this purpose, the study sought to answer these research questions. Pdf this study aims to determine the factors that can influence consumers have loyalty to a product produced by a company. In this study a comparative research design has been chosen to explicate the determinants of customer satisfaction. He conclude the price was acute to quality and could be use to provide an operational measure of perceived quality. The purpose of the study was to establish the factors influencing customer loyalty at family bank kenya limited. Introduction customer satisfaction and brand loyalty is an emerging phenomenon that is considered a vital issue for which the business firms are very sensitive. In addition, factors influencing customer satisfaction and loyalty, measuring customer satisfaction, importance and approaches are explored. Factors influencing customer loyalty towards fast food restaurants. Factors influencing customer retention are important in the study of consumer relationship conception witch has implications for organizational business strategy and regulatory policies. Service quality has influences on customer loyalty. To study the factors that influence customer loyalty in hotel industries. Guests perceptions on factors influencing customer. While some businesses still value the acquisition of new customers over developing a deeper relationship with current customers, its actually counterintuitive based on what we know about the lifetime value of existing customers.
Factors influencing customer loyalty among commercial banks. In terms of the influence of technical service quality, customer loyalty to kq services was directly influenced by reliability of the airline. A study of the factors influencing customer loyalty. Pdf factors influencing customer loyalty towards fast. Although other factors exist, the literature and preliminary interviews, mentioned above, revealed that. Second, the tce variables influence customer loyalty through a series of mediating variables evaluation antecedents including satisfaction, quality, perceived value and trust. The second reason is that customer loyalty has a progressive effect on the profit of the company, as confirmed empirically.
Before we examine how digital affects customer loyalty, lets first look at the business factors in general that influence commitment. Study on the factors affecting customer purchase activity in retail. A study of factors affecting on customers purchase intention. Pdf analysis of customer loyalty influencing factors. The purpose of this paper is to explore the factors influencing the customer loyalty, namely. A study of the factors influencing customer satisfaction. Guests perceptions on factors influencing customer loyalty. The researcher seeks to achieve the following objectives in the cause of carrying out the study on the factors influencing customers loyalty in the banking industry. The specific factors that influence customer loyalty evolve over time and are affected by children, age and other demographics. Factors affecting customer loyalty in islamic banking. Thus, the motivation of this study is to determine key antecedents that influence ecommerce customer satisfaction, trust, and loyalty in. To what extent does customer satisfaction influence customer loyalty at family bank kenya limited. Creating loyalty about any brand and to retain customers is an essential and crucial element and factor that influence overall performance of the company.
Jun 19, 2009 taking into consideration external technology acceptance factors, website service quality as well as internal specific holdup cost factors, this paper aims to explore how internet customer satisfaction and loyalty can be associated with each other and how they are affected by these dynamics. Customer satisfaction, brand loyalty, home appliances, pakistan. To determine the extent to which perceived value and quality contribute to customer loyalty towards kenya airways. Factors affecting customer retention in the airline. The factors influence customer satisfaction and loyalty. Xiv international business and economy conference ibec bangkok, thailand, january 58, 2015. This paper seeks to explore the performance of uk hotels, in terms of various service attributes, and whether it influences customers intention to stay again.
Factors of brand image which influence customer loyalty of. The study has proposed a conceptual hypothesized model that is necessary for further exploration and opens the gate for future research. Findings the research results point to the following. Factors influence customer loyalty in kuwait islamic banks.