The mediating effect of passenger satisfaction in the nigerian airline industry. Irjmst vol 7 issue 2 year 2016 issn 2250 1959 0nline 2348 9367 print. How much a customer is willing to pay depends on what they. A study of the factors influencing customer satisfaction and. Erica lundgreen 2005, customer loyalty, bachelors thesis, department of business.
Pdf service quality, customer satisfaction, and customer. Asadur rehman, ms scholar, department of business administration, institute of southern punjabpakistan. Customers have several choices to make among alternative products, and they exercise a high level of influ. We describe the objectives of customer relationship. The study investigates the impact of independent variable. Patients are turning out to be more involved in their own healthcare and are being encouraged to do so. It is argued that loyal customers purchasing frequency or amount of purchasing. Service quality, customer loyalty, crm, empathy, assurance. Impact of customer satisfaction on customer loyalty.
Secondly, development of brand loyalty amongst consumers of a brand allows the seller of the brand to take advantage of premium pricing abilities. The goal of this study is to obtain a deep understanding of the impact of customer loyalty programs on customer retention. Impact of customer satisfaction on custo mer retention. Customer satisfaction on the quality services of one. Brand loyalty and involvement in different customer levels of. Therefore, they only add certain amount of money to the business so the. Customer loyalty is a key element of an effective and prosperous organization. Approved by the head of the department of marketing. Page 3 abstract the purpose of this thesis is study of customer relationship management process in customer retention. This study analyzes the effect of customer trust on customer loyalty and customer retention and the moderating role of cause related marketing in cellular service operators like mobilink, telenor, warid, ufone and zong. Another aspect to take into account is acquiring new customers, this. This means that to increase customer loyalty needs to first implement crm.
A random sample of 9868 customers was selected by using a. Research design this study examines the effect of customer satisfaction on customer loyalty in a reputable bank in oyo. This thesis also analyzes the factors that have impact on customer satisfaction and result in customer loyalty. Customer loyalty is one of the most over used phrases in business today shaw, 2000. Abdul ghafoor awan, dean, faculty of management and social sciences institute of southern punjabpakistan. Satisfaction with the amount of contact between service provider and service. Customer loyalty is usually viewed as the power force of the relationship between the attitude of individuals relative and repeat patronage. Customer loyalty and customer loyalty programs abstract customer loyalty presents a paradox. A case study of a reputable bank in oyo, oyo state.
The purpose of this thesis is study of customer relationship management process. Most companies strive for customer loyalty as the competition in most sectors grows tighter, both the importance of, and the challenge in, keeping customer loyalty increases. Jun 18, 2019 it has been speculated that customer loss remains in inverse proportionality to the growth of the business. For developing customer satisfaction, reliability in the. Relationship marketing and customer loyalty global journals. Investigating factors that can have an impact on customer loyalty an. Barry dickinson holy family university abstract the proposed model is theoretically grounded in the multiattribute attitude literature. Lastly, customer performance that relates to marketings effect on customer loyalty, which create longterm customer relationships and influence the longterm effect of customers value in the company. The research questions in this thesis center primarily on customer loyalty as the outcome of. The aim of this thesis is to investigate which factors will have impact on customer loyalty. Airline service quality dimensions and customer loyalty. The effects of trust, commitment and satisfaction on. The impact of customer loyalty programs on customer retention.
Customer loyalty has long been a topic of high interest in both academia and practice, and a loyal customer base has been found to be beneficial to the firm. Experiential value, relationship quality, and customer. The combined effect objectives the purpose of this study is to expand understanding of the factors influencing customer satisfaction and efficiency in contact centers. Many see it as primarily an attitudebased phenomenon that can be influenced significantly by customer relationship management initiatives such as the increasingly popular loyalty and affinity programs. A list of references is provided at the end of the thesis as well. It is a survey study and so this research adopted a descriptive design to elicit information on the characteristics of the respondents in terms of age, sex and occupational level. Pdf customer satisfaction and brand loyalty among consumers. The association between customer satisfaction and customer loyalty has so far attracted ample dscussions. Customer loyalty toward an integrated conceptual framework. The more the customer loss, the lesser the growth of the business. International journal of business and social science vol.
Analyzing the academic literature on this subject, we identified two main directions. Global journal of management and business research volume xv issue x version i. Relation between customer relationship management with customer loyalty munandar, dadang 2011 state that crm has positive and significant effects on customer loyalty, changes in the companys customer loyalty is directly caused by changes in the implementation of crm 16. International journal of scientific and research publications, volume 2, issue 6, june 2012 1 issn 22503153. It provides customers free merchandise, rewards, coupons and so on. Service quality, customer satisfaction, and customer loyalty.
In the business environment the concept of customer loyalty is important because it is considered to be a profitable link. Pdf the impact of customer loyalty programs on customer. Journal of economics, business and management, vol. Designing good customer experience will ensure telecommunication industry to perform well. The commissioner of this thesis was karolina lassfolk operational director, trivsel. Customer always wanted to be satisfied not only on the product.
The influence of customer experience on customer loyalty. More specifically, the focus is on examining the grouped impact of the factors. Online shopping, customer satisfaction and loyalty in norway master thesis 2010 page 3 acknowledgement first and foremost, we would like to thank our family and friends for. In theses definitions, customer loyalty is regarded to be related with purchasing. In their attempt to conceptualize brand loyalty, most academicians and practitioners focused on the behavioral aspect, less emphasis on the attitudinal brand loyalty.
Customer loyalty programs are the rewards programs given by a company to encourage their customers to frequent purchasing. Pdf customer loyalty toward an integrated conceptual. Similarly, the thesis also focused on customer loyalty programs to promote the. An approach to increase customer retention and loyalty in b2c. Specifically, the authors focus on the role that experiential value plays in explaining the link between relationship quality and customer loyalty, and whether there are gender differences inherent to the proposed framework. The thesis also focuses on the essence of customer loyalty programs to improve and promote the customer loyalty. While traditional way of delivering service to customer is made between directly, so electronic banking services providers requiring to study these dimensions and see how they affect customer loyalty hussein, 2011. Factors affecting customer satisfaction and customer loyalty towards belle footwear company in. Customer satisfaction is an important antecedent of brand loyalty. It is proposed that the antecedents of customer loyalty are be partitioned into three categories. The reason is that consumers are willing to accept a higher amount of liability credit. The purpose of this thesis is to provide a better understanding of the usages of crm in b2b firms.
Hypotheses implied by the model are tested on a sample of 368 patrons of u. Benjamin ohene bediako the impact of corporate social. Factors affecting customer satisfaction and customer loyalty. Pdf on aug 1, 2015, sima magatef and others published the impact of customer. Nigeria international journal of managerial studies and research ijmsr page 44 oliver 2000 suggests that customer satisfaction is the core philosophy of marketing strategy of.
A study of nigerian tecommunication industry oyeniyi omotayo abstract in todays competitive business world customers are considered to be kings. Consumer intelligence series whats driving customer loyalty. The impact of electronic banking services on the customers. Furthermore, this paper hopes to enhance marketing managers knowledge and understanding of the effect of customer experience towards customer. Us g lobal journal of management and business research volume xi issue v version i 28 a pril 2011. In addition, using atm cards in supermarket and affordability of atm charges have moderate effect on customer satisfaction. Online shopping customer satisfaction and loyalty in norway. Oradea journal of business and economics, volume ii issue 1 published on march 2017 7 customer satisfaction and loyalty. Impact of customer satisfaction on customer retention. Besides customer loyalty the selling volume and the selling frequency may also increase oliver, 1999. The effectofcustomer trust on customerloyalty andcustomer. Moreover, this thesis studies the factors that influence customer satisfaction. This research is about customer loyalty strategy and the focus. Influencers of customer satisfaction customer loyalty relationship.
Determinants, contexts, and measurements of customer loyalty. Analysis of customer loyalty through total quality service. Pdf factors influencing customer loyalty in private. A study of interrelationships and effects in nigerian domestic airline industry rahim a. The sample size of the study was comparatively small. Customer satisfaction and loyalty towards perceived service quality of domestic airlines in nigeria. The effect of customer relationship management crm on. Is customer satisfaction an indicator of customer loyalty. Further, the study concluded that user friendly atms, ease of access of atms and privacy of atms affects customer satisfaction to a great extent.
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