Affecting Customer Loyalty: Do Different Factors Have Various Influences in Different Loyalty Levels? (original) (raw)

A Research Proposal: The Relationship between Customer Satisfaction and Consumer Loyalty

The purpose of this research is to study the relationship between customer satisfaction and consumer loyalty and apply its relationship into all the market industries including products and services, particularly in financial institutions. Preliminary sample data (N=80) will be collected from faculties and students at Johnson and Wales University of all ethnicities, national and international students. The hypothesis of the study is developed as H1: There is a significant positive relationship between customer loyalty and customer satisfaction. A t-test for independent samples is used to address the hypothesis. The discussion of the study indicated that there is a significant positive relationship between customer loyalty and customer satisfaction, however, it is important to fully understand that the loyalty which is the main goal of each industry is very hard to achieve and is not very easy to be reached by industries due to the customer satisfaction which is very hard to reach by itself, and the service quality as well. There are many other variables that can affect the consumer loyalty such as the high level of competition among today's companies and the fast track of technological advancement. These reasons indicate that companies should work hard because loyalty is a fleeting issue, today's loyal customer would not be tomorrow's loyal customer.

THE DETERMINANTS OF CUSTOMER LOYALTY IN THE MOBILE TELECOMMUNICATION SECTOR IN GREECE.

2008

Purpose-The study is focused on patronage in the mobile telecommunication sector in Greece. The aim of this research is to investigate what are the determinants of customer loyalty in the mobile telecommunication sector in Greece and the objective. is to identify the importance of personal relationships in maintaining costumers loyal. Design/methodology/approach-A questionnaire survey was undertaken in a random sample (n= 249).

The Effect of Service Quality, Customer Satisfaction toward the Loyality of Customer

2020

This research aims to identify and analyze the effect of service quality and satisfaction variables on customer loyalty. The method of data collection in this research is using the survey method with questionnaires. The population in this research is the customers of Indosat Unlimited in Depok. Based on the results of the analysis, it indicates that the service quality significantly influences customer loyalty, shown by the t significant value of 0.000 smaller than α 0.05 with the regression coefficient of 2.537. Service quality has a significant effect on customer loyalty indicated by the t significant value of 0.000 less than α =0.05. Service quality and satisfaction significantly influence the customer loyalty shown by F significant value of 0.000 smaller than α=0.05 and are able to contribute to the customer loyalty variables of 0.504 or 51.7%. The remaining 48.3% is influenced by other variables that are not examined in this research.

Determinants of Customer Loyalty in the Mobile Telecommunications Sector

Sri Lanka Journal of Management Studies, 2021

Mobile telecommunications as an intensely competitive industry in the contemporary marketing context has expanded as a high-velocity service throughout the world. The purpose of the study is to recognise major determinants which affect customer loyalty in the context of the mobile telecommunications industry and examine the degree of the impact of the determinants on customer loyalty. The mobile phone subscribers were selected as the unit of analysis of the study. A structured questionnaire was administered to a sample of 755 mobile phone subscribers. The Structural Equation Modelling technique was adopted to test the hypotheses where the effect of loyalty determinants on customer loyalty was tested. The five determinants considered in the study, namely customer satisfaction, perceived value, corporate image, loyalty programmes, and switching costs, have statistically significant positive impact on customer loyalty and the results reveal that customer satisfaction has the highest significant impact on customer loyalty in the context of mobile telecommunications industry.

Necessity of Customer Loyalty Formation and Its Peculiarities in the Telecommunication Services

Environment. Technology. Resources. Proceedings of the International Scientific and Practical Conference

Everyday life is unimaginable without telecommunication services; they are the significant players in the national economy. All business activities, including the ones of telecommunication services, are directed towards the satisfaction of customers’ needs and wants, and hence towards the profit earning. This process, in its turn, entails the formation of different company/customer relations, where both parties want to gain something out of these relations. The company strives, first of all, to increase the turnover and profit, while the customer wants to receive the desired services, information and the proper attitude. These customer gains can be basis of the loyalty formation, that is very important for the company, because the process of attracting new consumers always involves spending money, time and energy. The goal of this work is to explore the loyalty formation process and its peculiarities in the telecommunication services. Based on the results of the study, it was found ...

THE IMPACT OF CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN THE TELECOMMUNICATION SECTOR : A CASE OF TURKCELL , NORTH CYPRUS Mighty Tonderai Ticharwa NICOSIA 2017

2017

The main objective of this study is to examine the how customer satisfaction influences customer loyalty in the telecommunication industry. A case study of Turkcell, a mobile telecommunication company in northern Cyprus was used. Customer loyalty was the dependent variable. Trust and price, which lead to customer loyalty, were indicated as independent variables and their impact on customer loyalty was also assessed. Switching costs were also part of the independent variables and its impact on customer loyalty was assessed. Data was collected from primary and secondary sources. A questionnaire was developed and distributed to a convenient sample size of 301. The study made use of different statistical techniques which includes factor analysis, reliability test, correlation and regression analysis. Correlation analysis showed that all the variables are positively and significantly related. The highest correlation was between customer satisfaction and customer loyalty, there it could b...

The Antecedents of Customer Loyalty

Procedia - Social and Behavioral Sciences, 2014

The aim of this research is to build a conceptual model to provide clear understanding of customer loyalty. Structural equation modeling as a data analysis tool has been used to analyze the data collected from 1530 customers of four major supermarkets chains in Turkey. The results of this study indicate that customer satisfaction among others is the most important antecedent of customer loyalty. Customer loyalty, which is composed of three different ways: intent to continue shopping, intent to increase purchases and intent to recommend the store, depend on comparative price perceptions, discount perceptions, product quality perceptions, service quality perceptions, value perceptions and customer satisfaction. Comparative price perceptions, discount perceptions and customer satisfaction have positive direct effect on customer loyalty and service quality perceptions, product quality perceptions, discount perceptions and value perceptions have indirect effect on customer loyalty. S l i d i d ibili f P f D G l A B k

EFFECTS OF SATISFACTION, TRUST AND COMMITMENT ON CUSTOMER LOYALTY

Abstrack-This research is conducted in PT. MDPU Finance Branch of Kendari with 680 people as the population. There are 102 people as the research samples and it is used multiple linear regression as the analysis tool. Results of the research indicate that simultaneously there are positive and significant effects of the satisfaction (X1), trust (X2) and commitment (X3) variables on customer loyalty (Y) in PT. MDPU Finance Branch of Kendari. Higher level of customer satisfaction, trust and commitment will lead to higher customer loyalty in PT. MDPU Finance Branch of Kendari. Meanwhile, partially it is also found out that the satisfaction variable (X1) affects positively and significantly on customer loyalty (Y), trust (X2) affects positively and significantly on customer loyalty (Y). Commitment variable (X3) affects positively and significantly on customer loyalty (Y) in PT. MDPU Finance Branch of Kendari. Based on these issues, it can describe that partially the customer satisfaction, trust and commitment variables provide effects on the customer loyalty in PT. MDPU Finance Branch of Kendari.