Furthermore, an analysis of the relationships of the factors affecting the loyalty of the mobile service industry, namely. The main objective of this paper is to identify all the main factors that influence customer satisfaction in retail banking. Before we examine how digital affects customer loyalty, lets first look at the business factors in general that influence commitment. Pdf factors affecting customer loyalty of supermarkets in. The study was guided by the following specific objectives. Factors affecting customer loyalty in pakistan article pdf available in african journal of business management 54 november 2010 with 5,742 reads how we measure reads. The shoe industry in china now faces grim challenges due to rapidly changing tastes of shoe buyers. Pdf factors affecting customer loyalty of supermarkets. More specifically the study is going to estimate which specific factors in beer sector influence the loyalty rate of the various customers segmented by loyalty.
Factors that influence customer loyalty in hotel industry. This research works toward identifying the service quality constructs for the telecommunication industry, the extent they affect customer satisfaction, the perceived switching costs and their significance to the customer. Factors affecting customer loyalty in banking sector. Factors affecting customer satisfaction and customer loyalty. Pdf factors affecting on customer loyalty in service. The combined effect objectives the purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. As discussed earlier, the antecedent of customer loyalty is customer satisfaction, and the consequence of customer loyalty is company performance. The starting point of the paper was to test whether the list of most important factors affecting customer loyalty is dependent on the levels of loyalty of costumers. Customer loyalty always remains a prime concern for business organization. Pdf factors affecting the service quality and customer.
Thus, this study aims to analyze factors which affect customer loyalty for a particular mobile service provider. Factors influencing customer satisfaction with atm banking. Service quality, food quality, image and customer loyalty. Scholar, university utara malaysia, malaysia ahmad waleed m. This thesis also analyzes the factors that have impact on customer satisfaction and result in customer loyalty. Appendix questionnaire factors affecting customer loyalty in telecom sector in pakistan dear participants, this research is intended to identify the factors that affect the customer loyalty. Logit method was used for testing the hypotheses on the sample of survey data about private customers of the biggest telecommunication company in. Factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create satisfaction among customers for a particular brand. Factors affecting customer loyalty in banking sector of punjab, pakistan ahmad tisman pasha ph. An effective banking system greatly influences the growth of a.
Empirical studies have shown that customer satisfaction is an antecedent to customer loyalty. This study aims to determine the factors that can influence consumers have loyalty to a product produced by a company. Investigating the effects of brand identity on customer. Using this perspective, customer loyalty is perceived as future intensiontorepurchase and commitment that reflects the cognitive and satisfaction associated with loyalty. Consequently, the main purpose of this study is to investigate factors affecting on the purchase intention of bono brand tile customers.
With s groundbreaking 2018 retail customer loyalty study, we identified those factors and learned which retailer traits work best to motivate customers and specific groups of customers to choose one shop over another. The results reveal that four analysed factors affecting customer loyalty satisfaction, trustworthiness, image and importance of relationship are playing different role. The current paper studies the influence of various factors on customer loyalty. Factors affecting customer loyalty of using internet. Several studies have revealed that there exists a direct connection between satisfaction and loyalty. Thus, the main objective of this research is to examine factors influence customer loyalty in chinas hotel industry. Customer satisfaction is established when brand fulfills the needs and desires of customers. The purpose of this study is to examine empirically the influence of satisfaction, trust and commitment on customer loyalty in online shopping.
A study of the factors influencing customer satisfaction and. Pdf factors affecting customer loyalty in products researchgate. More specifically, the focus is on examining the grouped impact of the factors. Data was collected using questionnaire distributed in 10 randomly selected branches of boof chain restaurant in tehran.
To discuss empirical results, solutions and implications in developing customer loyalty in hotel industries. Pdf this study aims to determine the factors that can influence consumers have loyalty to a product produced by a company. Pdf factors affecting customer loyalty in products. Due to the lack of research in this area, there is a necessity to address this issue seriously. This study investigates the correlation between these factors and customer loyalty through hypotheses testing. Analysis of factors affecting brand loyalty of product. Identification of factors that affect customer satisfaction is the main objective of the research. Nguyen thi thanh xuan factors affecting on customer loyalty in hotels service, in thanh hoa, vietnam. Customer satisfaction brand loyalty and profitability are linked to one another roger halllowell 1996. For any viable research it is necessary to follow a proper research method. The study is to factors that influence customer loyalty among the private university in malaccas students on customer loyalty in hotel industry. The answer lies in understanding the most important factors influencing customer loyalty today. Factors affecting customer satisfaction in banking sector of. This research was conducted to examine the factors affecting.
Customer loyalty is the absolute commitment that the customer will continue to buy or to be interested in a particular product or service in the future and continue to use the same brand or branch although they are. Pdf factors affecting customer loyalty through satisfaction. Factors influencing customer loyalty in hotel business. This paper aims to conceptualize and test an integrated model of online grocery buying intention by extending technology acceptance model by adding several antecedents of online grocery shopping behaviour such as physical effort, time pressure, entertainment value, product assortment, economic values, website design aesthetics, etc.
It is undeniable that loyalty is a core element of the. In a study of chinese mobile phone consumer, lai et. Several researches explained that brand attributes plays important role in a consumers decisionmaking process. An effective banking system greatly influences the growth of a country in. Perceived service quality was found to be the most critical factor in affecting users customer loyalty. 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. Banks play an important and active role in the financial and economic development of a country. More specifically the study is going to estimate which specific factors in beer sector influence the loyalty rate of.
The research method should be able to explain the techniques appropriate for conducting the proposed study. The study was carried out by taking a sample of 150 respondents. Pdf evaluation of factors affecting customer loyalty in. Review of the previous gaps in literature concluded that three predictors were counted as major contribution for customers loyalty. Finally, it is hoped that this study could facilitate improving customer loyalty. Researchers both at home and abroad have conducted extensive studies on this issue. Oct 31, 2018 the answer lies in understanding the most important factors influencing customer loyalty today. Pdf in modern business conditions characterized by the requirements for achieving superior profit margins, customer satisfaction and loyalty. When buying consumer products, many loyal customers stray simply because the store where they regularly buy your product ran out. A study of the factors influencing customer satisfaction. Aaker 1991 defines the brand loyalty as customer attachment to the brand. 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.
Factors affecting customer satisfaction and customer loyalty towards belle footwear company in lanzhou city, gansu province of the peoples republic of china jiao li1 1mba day, assumption university, thailand abstract. 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 albert caruana 2000 examined customer loyalty plays a mediating role in the effect of service quality on service loyalty among retail banking customers in msida, malta. Factors affecting customer satisfaction in banking sector. These also apply in a b2b environment as well as b2c. Investigating the effects of brand identity on customer loyalty from 157 return on investment. It focuses on the key factors and perspectives that can assist marketing scholars and professionals in enhancing customer s loyalty. Customer loyalty happens when customers have a great experience, and it. A study of factors affecting on customers purchase intention. An empirical study on malaysian hypermarkets perspective muhammad khalilur rahman1 and md. Factors affecting customer loyalty in islamic banking. The purpose of this paper is to explore the factors influencing the customer loyalty, namely. The factors affecting customer satisfaction and customer loyalty. From the results of research conducted, it is known that customer loyalty is needed by producers, especially to market their products as well as the commitment of management to provide.
Those factors that most affect the customer retention have to been done in a very perfect way so the customer could be delighted by the service provided and by the service providers themselves. Maintaining customer loyalty has been recognized as one of the essential factor for business survival and growth. The factors affecting customer satisfaction and customer. Apparently, restaurant which fails to deliver good quality of service, food and image might consequently be unsuccessful to build customer loyalty. Dimensions and influencing factors of customer loyalty in the. Similarly, in chapter four methods of managing customer relationships are described. Dimensions and influencing factors of customer loyalty in. Customer loyalty is one of the most important and critical factors for a companys success. In this research, we proposed maxis communication berhad as the research subject as it is known to be the main competitor in the mobile phone service market based in malaysia. Case study of fivestar hotels in bangkok, thailand.
The current study focuses on the service quality factors which influence customer satisfaction in telecom industry of pakistan. As the development and validation of a customer loyalty model in internet banking website context in malaysia had not been addressed by past studies, this study attempts to develop a model based on the usage of information system, with the purpose to investigate factors influencing customer loyalty towards internet banking websites. The aim of the present research was to investigate the factors affecting customer loyalty in the restaurant industry. The research method will help in examining the various factors those results in satisfaction in retail banking. In this study, as shown in figure 1, in addition to consider the effect of these factors on customer loyalty, we first. 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.
The study can be used to inform policy making and decision making. Yoo and donthum 2001, however, claim that brand loyalty refers to a type of tendency and can be emerged to purchase the brand as the first choice. Factors influencing customer loyalty toward online shopping. Factors affecting customer loyalty through satisfaction towards retail marketing. In this study a comparative research design has been chosen to explicate the determinants of customer satisfaction. Building brand loyalty has become more crucial, yet more complex to achieve in todays age of immense competition. The purpose of this is to identify key factors which influence customer loyalty around the globe in general and in pakistan in particular.
Customer loyalty albert caruana 2000 examined customer loyalty plays a mediating role in the effect of service quality on service loyalty. Analysis of factors affecting brand loyalty of product among. Knowing the factors that influence customers satisfaction with atm banking is of significance when it comes to deployment of atm technologies. These factors include customer satisfaction, product involvement, perceived quality and brand trust that could possibly enhance brand loyalty. A study on banks in bahawalpur pakistan, authorhafiz muhammad wasif rasheed and junaid khalid and hafiz muhammad usman khizar and muhammad. Pdf factors affecting customers retention in the hotel. Factors influencing customer loyalty in the intermittent service industry are customer satisfaction, service quality, and customer perceived value cpv, in. Customer satisfaction can be built up when brand satisfies the requirements and cravings of clients.
Abdul jalil2 1graduate school of business, faculty of business and accountancy, university of malaya, malaysia. Factors affecting on customer loyalty in service organizations becoming the mainstream o f e conomic 1 growth and development in many countries 1. Potential factors affecting customer loyalty are discussed. The study looks into different key factors affecting brand loyalty in a developing country like pakistan. This study sought to examine the factors affecting customer loyalty of supermarkets in nyeri town, kenya.
The paper discusses the brand loyalty as it is becoming an important element for gaining competitive advantage. Factors affecting customer satisfaction and customer. A total of 21 factors were found to influence eloyalty, which can be divided into three categories. Understanding the factors which affect customers satisfaction and loyalty requires identifying the indicators of service quality in restaurants and their relationship with customer loyalty namkung et al. Customer loyalty, the main consequence of customer satisfaction, has been defined and measured in many various ways over the past decades. Factors affecting on customer loyalty in hotels service in. This study attempts to examine factors affecting brand loyalty of product among consumers in nigeria. The purpose of this paper is to examine the effect of customer satisfaction and switching barriers on customer loyalty as well as the mediating effect of the switching. Factors affecting satisfaction and loyalty in online. The findings indicated that there is a positive relationship between switching cost, trust, corporate image and perceived service quality with customer loyalty.
The research method used is a qualitative method with a descriptive analytical approach. Besides, a survey is carried out in universiti tunku abdul rahman, sungai long using a survey questionnaire. This questionnaire will neither be shared with anyone nor will be used for any commercial purpose, this is only for the purpose of academic research report. In addition, factors influencing customer satisfaction and loyalty, measuring customer satisfaction, importance and approaches are explored. Factors affecting customer loyalty essay 5981 words. 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. Affecting customer loyalty 9 factors affecting customer loyalty the impact of satisfaction on loyalty has been the most popular subject of studies. Prior literature regarded service quality as the key influencing.