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2 Alok Kumar Rai and Medha Srivastava Customer loyalty’s importance in today’s world. Sustaining & developing bonding with clients which will lead to loyalty. A class of loyalty is required that bestow in best way to a firm. 3 Arash Shahin, Ali Asghar Abandi, Mohammad Hosein & Moshref Javadi · More and more companies have implemented chatbots on their websites to provide support to their visitors on a 24/7 basis. The new customer wants to spend less and less time and therefore expects to reach a company anytime and anywhere, regardless of time, location, and channel. This study provides insight into the influence of chatbots on customer loyalty. It discusses the impact of customer satisfaction on customer loyalty. Yi’s concludes, “Many studies found that customer satisfaction influences purchase intentions as well as post-purchase attitude” (p) The marketing literature suggests that customer loyalty can be defined in two distinct ways (Jacoby and Kyner, )12
· This study attempts to examine the impact of service quality on customer loyalty and customer satisfaction using the SERVQUAL model for four main Islamic banks in the Sultanate of Oman. Literature Review. This section overviews the existing literature, case studies, and pieces of evidence about the elements of the SERVQUAL model An effective utilization of this package in building customer loyalty is a major challenge faced by a firm implementing it for their advantage. OBJECTIVE OF THE LITERATURE REVIEW The primary objective of this literature review is to understand the role of Customer Relationship management in developing and maintaining customer loyalty relationship marketing, brand loyalty and customer loyalty can influence a brand to build. Design /Methodology/approach: Relationship marketing, brand loyalty and customer loyalty are the cornerstones for any business including the retail business. This research is based on the reviewing various articles available on relationship
· In the e-loyalty literature, Gefen [ 67, p. 30] has defined trust as “the willingness to make oneself vulnerable to actions taken by the trusted party based on the feelings of confidence or assurance.”. Many e-commerce studies have shown a positive association between e-trust and e-loyalty [ 8, 40, 61, 63, ] This article discusses the difference between Brand Loyalty and Customer Loyalty and the methods used by researchers in academic research. Brand Loyalty in marketing has been associated with a posi6tive perception by consumers towards the brand while Customer Loyalty has been associated with the spending power of consumers induced by Section: 2 Literature Review Customer Loyalty Customer satisfaction and Service Quality In the past there have been many theories and findings put forward on the above. Customer Loyalty (Dick & Basu, ) Identify Customer loyalty as the strength in relationship between a relative attitude of an individual and the individuals repeated patronage
· In the e-loyalty literature, Gefen [ 67, p. 30] has defined trust as “the willingness to make oneself vulnerable to actions taken by the trusted party based on the feelings of confidence or assurance.”. Many e-commerce studies have shown a positive association between e-trust and e-loyalty [ 8, 40, 61, 63, ] This article discusses the difference between Brand Loyalty and Customer Loyalty and the methods used by researchers in academic research. Brand Loyalty in marketing has been associated with a posi6tive perception by consumers towards the brand while Customer Loyalty has been associated with the spending power of consumers induced by Section: 2 Literature Review Customer Loyalty Customer satisfaction and Service Quality In the past there have been many theories and findings put forward on the above. Customer Loyalty (Dick & Basu, ) Identify Customer loyalty as the strength in relationship between a relative attitude of an individual and the individuals repeated patronage
Abstract Background: Recent research on customers’ loyalty mostly focuses on several indicators, such as price, income and promotion. However, the level of income and its impacts on customers' 10 PDF The Senior Citizens Loyalty and Services Satisfaction on the Use of their IDs in Purchasing Consumer Products Kimberlyn G. Orias, Marita G. Sanchez REVIEW OF LITERATURE Definition of Customer Loyalty Definition of customer loyalty can be stated from several aspects, just like Kotler views from psychology, Dick and Basu from emotional, Walker and Mullins from social aspect. Marketing exists because of unfulfilled and desires of people (Kotler, ) Literature Review. Customer Loyalty. The research on the customer loyalty was discusses and has been done before. The customer loyalty is very important in the context of achieving profitability in organization. Loyal customer is considered as most important asset to a bank (Tariq & Moussaoui, )
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