Search results for "Customer Loyalty"

A Comparative Facebook Content Analysis between Romanian and Western European Airline Carriers

2014

This research aims to investigate the different social media strategies adopted by the airline companies from two European regions. In the attempt to land more customers on their social media runway, drive more sales from social media content, increase customer satisfaction through a high response rate or increase their brand awareness, the airlines combine creativity and high-quality ideas to better promote their products and services to customers all around the globe. The paper analyses the content (number of fans, posts, number of likes, the dynamics of comments, response rate) on the Facebook pages of Tarom, Blue Air, Wizz Air, Lufthansa, Austrian Airlines, KLM International and Air Eur…

Sekcijas "Globalizācijas ietekme uz valsts ekonomiku un biznesu" Ekonomikas un vadības fakultātē (28. janvāris, 2016): Referātu tēzes

2016

An Empirical Study Of Service Quality Dimensions On Customer Satisfaction And Customer Loyalty In Nepalese Commercial Banking Sector

2016

Master thesis Business Administration - University of Agder 2016 The main purpose behind of this study is to find out the major factors that have impact in customer satisfaction and customer loyalty in case of commercial banks of Nepal. The thesis tries to explore whether there exists any relationship between service quality dimensions, customer satisfaction and customer loyalty depending upon various situational factors. Various concepts such as consumer buying behavior, buyer’s decision process, customer satisfaction, customer loyalty, service quality, SERVQUAL model have been discussed along with relevant relationship between them in the literature review and based upon it, a conceptual …

The role of organizational facilitators in promoting job-related mental health and group service effectiveness: a two-wave analysis

2016

This study aimed to add to knowledge by providing a more systematic integration of work characteristics, workers’ health and performance. The two-wave multi-source study was conducted to test the relationship over time between the healthy states of groups of service-oriented workers and their service effectiveness when their organizations provide facilitators such as training, technical support and autonomy. The study takes healthy states to be a composite of affective-motivational and competent collective states (collective vigour and service competence) and service effectiveness. Service effectiveness was a combination of service quality as assessed by customers and their loyalty intentio…

Customer Loyalty in Clusters: Perceived Value and Satisfaction as Antecedents

2009

Purpose: This paper studies, from the perspective of relationship marketing, the loyalty behavior of industrial customers in the context of a cluster. Loyalty is a key variable for studying long term relationships between firms. Research implications: Recent advances in consumer and services marketing consider that perceived value and satisfaction are central to explaining customer loyalty. However, very few studies in B2B explain the antecedents of customer loyalty. This study adopts the relationship marketing approach, and loyalty behavior is being analyzed in a specific setting: an industrial cluster. Furthermore, the effect of the number of suppliers is analyzed as a possible moderator …

Airline Loyalty Determinants among Business Travelers: Empirical Evidence from Croatia

2017

AbstractAirline passenger loyalty has been the subject of several studies set within a general travel context. These studies have helped understanding the influence of variables like brand equity, airline service levels, customer commitment, but also price in tying a passenger to a particular airline. Despite the great economic importance of the business traveler market, no study has, however, so far, exclusively focused on this traveler segment and tried to investigate drivers of repurchase intentions and loyalty of this specific traveler type. This study aims to address this research gap. The findings reveal that business passenger loyalty is far stronger driven by emotional than rational…

Customer perceived value, satisfaction, and loyalty: the role of willingness to share information

2016

This study proposes and tests an integrative model to examine the relationships among customers’ willingness to share information, satisfaction, perceived value, and loyalty in a retailing context. This study extends research on customers’ willingness to share information from trust and privacy concerns toward key outcome measures such as perceived value, customer satisfaction, and loyalty, and is thus among the first to model customers’ willingness to share information with companies in robust theoretical retailing frameworks. The proposed relationships were tested using data from two retailing contexts – groceries (N = 429) and do-it-yourself (DIY) (N = 895). Findings from the two samples…

Main factors of emotionally attached customers in retail banking of Latvia

2019

How the banking strategy in Latvia is changing? How can banks increase the number of active clients? Are banks in Latvia focusing to attract new clients or prefer to work with the existing client portfolio? How can the retail banking sector in Latvia impact the customer loyalty? The regulation developed by the Basel Committee and the regulations of The Financial and Capital Market Commission impacted the number of banks in Latvia and the number of active clients in retail banking. Latvian banks are getting more flexible in customer services and actively working to increase customer loyalty. If previously banks actively attracted the new clients to increase the number of customers, now banks…

Does airlines’ eco-friendliness matter? Customer satisfaction towards an environmentally responsible airline

2022

The looming climate crisis requires an immediate response, also on an individual level. Consumers are being asked to reduce and replace their carbon-intensive consumption behaviors. One of the consumption behaviors with the largest impact is air travel. The growing awareness among consumers has led to the advent of flight shaming, which could seriously endanger airlines' existing business models. One way for airlines to respond to this threat is by becoming more eco-friendly. We therefore wanted to study whether the environmental responsibility of an airline could be positively associated with customer satisfaction and whether that could translate into more customer loyalty towards an eco-f…

Using the Electronics Development Advantage in Creating a Buzz for the Airline Passengers

2013

More and more airlines are trying to show their customers their ability to understand their needs, the market trends and the importance of technology in their lives. In response to the rapid development of the consumer electronics, the airline companies focus their attention on offering their customers the possibility to book a flight or check-in using a smartphone, spend time watching movies or be connected to the internet during the flight. Customers search for airlines who are more ”tech-geek” and opened to new technologies, which allows them to rate the airline companies through apps or connect more often with the airline through social-media. Technology has become an important part in …