The Determinants Of Customer Loyalty

The analysis and review of extant literature reveals an extensive framework of customer loyalty determinants in the offline setting. Among the most frequently mentioned and widely acknowledged factors are satisfaction, trust, commitment, emotions, corporate image, perceived value, quality and involvement. The rapid development of the online setting and its tremendous capabilities to transform commerce irreversibly confronts both marketing scholars and practitioners with the following question: How do the distinct characteristics of the online setting influence determinants of customer loyalty? This literature review reveals that, among others, the quality of the customer's purchasing experience, brand equity, the information provided by the company as well as social media tools and features of personalization during virtual encounters drive levels of customer loyalty in the online setting. The present paper concludes with practical implications concerning the implementation of the identified determinants to strengthen the long-term relationship between online customer and company.

Telecommunications service industry is a high velocity industry in the current business context. As such, in telecommunications industry, a dynamic change is taken-placed in the field of mobile phone services. The mobile phone today is not merely a device used to communicate through voice messages and written short messages. It has evolved to perform more than what it was initially intended to do, and today a mobile phone is more like a mini computer. Customer loyalty endeavoured in the mobile phone services industry was evaluated using five key variables namely price, services quality, loyalty programmes, sponsorships, and switching costs. Accordingly, loyalty programmes, favourable price perceptions, and services quality have major positive impact on customer loyalty. This book introduces a classification of customers based on their level of loyalty and switching intention. Accordingly, six types of customers will be introduced together with the definition for each player based on their attitudes and behaviour.

To manage an effective customer loyalty program, third party logistics service providers (3PLs) must understand the determining factors, as well as cultural background on loyalty. This book develops a model of customer loyalty, which is then validated using empirical data from nearly 800 logistics managers in Germany and the USA. The author reviews the effects of different relational factors on the model, and explores relevant German-US cultural differences.

Loyalty is one of the main assets of a brand. In today’s markets, achieving and maintaining loyal customers has become an increasingly complex challenge for brands due to the widespread acceptance and adoption of diverse technologies by which customers communicate with brands. Customers use different channels (physical, web, apps, social media) to seek information about a brand, communicate with it, chat about the brand and purchase its products. Firms are thus continuously changing and adapting their processes to provide customers with agile communication channels and coherent, integrated brand experiences through the different channels in which customers are present. In this context, understanding how brand management can improve value co-creation and multichannel experience—among other issues—and contribute to improving a brand’s portfolio of loyal customers constitutes an area of special interest for academics and marketing professionals. This Special Issue explores new areas of customer loyalty and brand management, providing new insights into the field. Both concepts have evolved over the last decade to encompass such concepts and practices as brand image, experiences, multichannel context, multimedia platforms and value co-creation, as well as relational variables such as trust, engagement and identification (among others).

Data analysis, machine learning and knowledge discovery are research areas at the intersection of computer science, artificial intelligence, mathematics and statistics. They cover general methods and techniques that can be applied to a vast set of applications such as web and text mining, marketing, medicine, bioinformatics and business intelligence. This volume contains the revised versions of selected papers in the field of data analysis, machine learning and knowledge discovery presented during the 36th annual conference of the German Classification Society (GfKl). The conference was held at the University of Hildesheim (Germany) in August 2012. ​

The highly competitive environment in India, with the advantage of organized retail growth, has produced the need for loyal consumers for each store. In order to be competitive, retailers must identify the determinants of customer loyalty and the perceived importance of such determinants to the consumer. The organized retail chains are involved in qualitative store brand promotion in all categories of products through their multi-chain outlets and innovative format strategies. This paper investigates the perceived importance of consumer loyalty with reference to apparel shopping. It further investigates the determinants of loyalty in the organized apparel retail store context. A sample of 220 apparel shoppers was surveyed using a self-administered questionnaire. To test the importance of determinants of loyalty, the binary logit model was used. The findings contribute to framework development and organizing strategy for apparel stores.

Due to the more and more fierce competition in today's business, many companies are required to build long-term profitable relationship with customers and to achieve customer loyalty. Therefore, concept of customer loyalty has become more and more important since last decade of 20th century, especially in service industry. There are many different relationship marketing tactics implemented for retaining customer. However, some of those tactics did not affect customer loyalty effectively, and switching behaviors frequently occur among most of targeted customers. Therefore, this study is aimed to investigate the factors influence on customer loyalty in Sri Lankan telecommunication market.