Search Results - subject_exact:"Customer loyalty"

Customer satisfaction level of users of the different areas and services of a private mid-cost fitness center in Zaragoza

Ara Aguirre, Ander de; Valcarce-Torrente, Manel; … - 2026

Customer loyalty has become a critical factor for the sustainability of fitness centers amid growing industry competition, yet limited research has examined recommendation patterns across user profiles in mid-cost facilities. This study aimed to analyze customer recommendation in a mid-cost...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015653840

The dynamics of customisation, perceived fairness, and customer loyalty within a corporate sustainability framework

Omazić, Mislav Ante; Renić, Mijo; Grilec, Alica - 2026

Customisation, understood as tailoring products, services, or communication to individual customer preferences, is increasingly used to enhance customer satisfaction, yet its impact on customer loyalty remains complex. Businesses increasingly focus on customisation to enhance customer...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015667930

The effect of digital touchpoint usage experience on customer loyalty mediated by digital engagement and customer satisfaction

Nanta, Teuku Muda; Noermijati, Noermijati; Rohman, Fatchur - 2025

This study aims to determine the influence of digital touchpoint usage experience, specifically through the myIndiHome application, on customer loyalty, with digital engagement and customer satisfaction as mediating variables. The study used a quantitative method to survey 385 active IndiHome...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015334439

The interplay of inflated expectations, (dis)confirmation, and emotional spillover : implications for post-purchase loyalty in mystery deals

Brodschelm, Florian; Vetter, Sebastian; Hüttl-Maack, Verena - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015464220

Factors influencing customer loyalty via purchase intention toward manufacturing firms in Vietnam

Hang Nguyen Minh - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015405602

Omni-channel customer experience and advancing customer loyalty

Alim, Md. Abdul; Shafiullah, Md.; Sazid, Yheetishamul Khan - 2025

Grounded on the customer experience theory and perceived value theory, the current study examines how omni-channel customer experience (OCCE) in fashion brands promotes customer loyalty in an emerging economy context. Fashion brand customers (N = 372) revealed that OCCE significantly influences...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015444586

Driving customer loyalty in digital banking : the mediating role of engagement and the moderating role of switching costs

Mackay, Agnes C. D.; Zuo, Li; Kebe, Ibrahim A. - 2025

Purpose: As traditional advertising gives way to customer-centric strategies such as content marketing (CM), this study aims to explore its impact on customer loyalty (CL) in the digital banking sector, focusing on online engagement and switching costs (SCs), while addressing the research gap in...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015605587

Exploring the mediating effect of customer satisfaction on the relationships between service quality, efficiency, and reliability and customer retention, loyalty in E-banking performance in emerging markets

Gazi, Md. Abu Issa; Al Masud, Abdullah; Sobhani, Farid … - 2025

This study aims to explore how customer satisfaction (CS) serves as a mediator in the connections between service quality (SQ), efficiency and reliability (EAR), customer retention (CR) and customer loyalty (CL) within the E-Banking industry in Bangladesh. The empirical experiment employed a...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015607049

The mediating roles of service experience and satisfaction : how servicescape influences loyalty and electronic word-of-mouth

Sareeya Wichitsathian; Adisak Suvittawat - 2025

Servicescape, the physical and social environment of a service setting, is a critical strategic tool for creating competitive advantage. While its influence on customer loyalty and electronic word-of-mouth (e-WOM) is established, the underlying psychological mechanisms remain inadequately...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015558425

The power of AI : enhancing customer loyalty through satisfaction and efficiency

Singh, Pragya; Singh, Vandana - 2024

In the rapidly evolving landscape of customer service, integrating AI-powered solutionshas emerged as a game-changer. This study delves into the intricate dynamics of AI-Powered Customer Service and its profound impact on customer loyalty, specifically focusing on the mediating roles played by...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014526490

Financial re-engineering and customer performance of poultry business in Nigeria

Alawode, Olufemi Peter; Nwobodo, Helen; Ogunfowora, Afolake - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015094979

Exploring the relationship between chatbots, service failure recovery and customer loyalty : a frustration–aggression perspective

Ozuem, Wilson; Ranfagni, Silvia; Willis, Michelle; … - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015133743

Understanding customer experiences insights in boutique hotels : a case study from Thailand

Akkhaporn Kokkhangplu; Piyaporn Auemsuvarn - 2024

Boutique hotels, which belong to the hospitality sector, hold significance for guests seeking new experiences. Guests are interested in staying and spending money on boutique hotels that create memorable experiences. Based on previous studies in the boutique hotel industry, empirical studies...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015448898

Structural determinants of customer loyalty among long-term insurance consumers in Namibia

Tjizumaue, Bianca; Atiku, Sulaiman Olusegun - 2024

Customer satisfaction, retention, and loyalty are essential for a positive return on sales in the insurance industry. This study examines the key determinants of customer loyalty among long‑term insurance consumers in Namibia. The mediating role of customer satisfaction was also examined in...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015449032

The impact of E-CRM on customer loyalty in the airline industry : the mediating role of customer experience

Ali, Nafez Nimer Hassan; Alfayez, Maha - 2024

In today's highly competitive airline industry, understanding the factors that influence customer loyalty is paramount for airline companies seeking to maintain a competitive edge. This study investigates the impact of Electronic Customer Relationship Management (E-CRM) on customer loyalty...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015443712

Relationship marketing and customer loyalty among deposit-taking SACCOS in Western Kenya : the moderating role of digital platforms

Akinyi, Vivienne; Wanjere, Dishon; Simiyu, Edwin Jairus - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015619861

Zwischen Realität und Fantasiewelt: Die psychologischen Wirkungen immersiver Freizeitparkgestaltung auf Konsumentscheidungen

Schümann, Jakob; Weege, Maria - 2026

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015614588

Zwischen Realität und Fantasiewelt : die psychologischen Wirkungen immersiver Freizeitparkgestaltung auf Konsumentscheidungen

Schümann, Jakob; Weege, Maria - 2026

Amusement parks are more popular than ever in Germany, transporting their guests into artificial worlds that tell their own stories. Theming and storytelling are an integral part of the holistic experience in many parks and inevitably have an effect on visitors. Nevertheless, there is a lack of...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015612328

Competitor orientation and performance of furniture manufacturing SMEs in Dar es Salaam Tanzania : the mediating effect of customer loyalty

Bwemelo, Gordian; Mmari, Goodluck; Mashenene, Robert - 2026

The effect of competitor orientation on the performance of furniture manufacturing Small and Medium Enterprises was examined, with a special focus on customer loyalty as a mediator. A sample of 364 firms was obtained from the Dar es Salaam Region using proportionate stratified sampling. Data...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015670097

Understanding how the dimensions of brand choice influence customer loyalty among Ghanaian university students : the trust-commitment theory perspective

Braimah, Stephen Mahama; Odoom, Raphael; Amoakoh, … - 2026

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015597335

Examining the influence of branding strategy, consumer satisfaction, and behaviour on customer loyalty : a case study at Mega Easy Losari Seblak Shop

Dumadi; Febrayanto, Catur Raharjo; Ningarum, Lintang Prahita - 2026

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015627852

Analysing customer loyalty, customer satisfaction and service quality at dlf mall of india

Sao, Ameet; Kumar, Amit; Bapat, Gautam; Khan, Mohd Suhail; … - 2023

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014282096

An investigation of the internet generation customer loyalty : an empirical study in Indonesia mobile services

Yacob, Syahmardi; Johannes; Edward, Edward; Sulistiyo, Urip - 2023

The study aims to investigated of iGen customer loyalty model that effected by service quality, culture, loyalty program and trust trough customer satisfaction. Following the conceptual model, an inclusive set of hypotheses have been developed. The demanded data were collected from 663 samples...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014371908

The effect of brand experience and service quality on customer loyalty mediated by customer satisfaction

Nadhifa, Shafira; Sunaryo; Surachman - 2023

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014420177

Driving customer loyalty through customer satisfaction inonline shopping : the role of brand image, price, trust andwebsite quality

Shafiq, Rimsha; Naveed, Shabana; Zeeshan, Muhammad - 2023

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015564351

Digitalisierung für eine besucherorientierte Innenstadt

Küffmann, Karin; Meickmann, Lena; Veith, Tobias - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015415736

The Interplay of Inflated Expectations, (Dis)Confirmation, and Emotional Spillover: Implications for Post‐Purchase Loyalty in Mystery Deals

Brodschelm, Florian; Vetter, Sebastian; Hüttl‐Maack, … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015472584

The effect of digital touchpoint usage experience on customer loyalty mediated by digital engagement and customer satisfaction

Nanta, Teuku Muda; Noermijati, Noermijati; Rohman, Fatchur - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015617850

Artificial intelligence and customer satisfaction in the Nigerian banking sector

Olota, Oluwayomi Omotayo; Akinkunmi, Olatunde Nathaniel; … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015620491

Artificial intelligence and customer satisfaction in the Nigerian banking sector

Olota, Oluwayomi Omotayo; Akinkunmi, Olatunde Nathaniel; … - 2025

The integration of artificial intelligence (AI) into the banking sector has transformed customer satisfaction, particularly through innovations such as digital payment services and smart banking solutions. Hence, this study aimed to examine the effect of artificial intelligence on customer...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015616711

Measuring customer experience in e-retail

Pires, Paulo Botelho; Perestrelo, Beatriz Martins; … - 2025

In digital retail, where competition intensifies and customer expectations evolve rapidly, understanding the interplay among customer experience metrics is critical for strategic decision-making. Despite widespread adoption of feedback programmes, practitioners struggle to interpret how...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015549141

The role of individual dimensions of business relationship quality and business customer value in building loyalty in microfinance

Tegambwage, Amani Gration; Kasoga, Pendo Shukrani - 2025

This study examines the efects of individual dimensions of business relationship quality (BRQ), namely trust, respect, and reciprocity, on business customer value (BCV) and customer loyalty (CL) in the microfnance industry. In addition, the study investigates the mediation efects of BCV on the...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015324752

Fifteen years of research on customer loyalty formation : a meta-analytic structural equation model

So, Kevin Kam Fung; Yang, Yang; Li, Xiang - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015371704

"Good" and "bad" frictions in customer experience : conceptual foundations and implications

Padigar, Manjunath; Li, Yi; Manjunath, Chandana N. - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015372960

Driving mobile app user engagement through gamification

Paschmann, Jens Wilhelm; Bruno, Hernan A.; Heerde, … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015374350

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Driving Mobile App User Engagement through Gamification

Paschmann, Jens Wilhelm; Völckner, Franziska; Bruno, Hernan - 2022

Book / Working Paper

Fulfilled expectations : key to customer loyalty in digital home-sharing platforms

Marimon, Frederic; Amat-Lefort, Natalia; Mas-Machuca, Marta - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015374645

Knowledge transfer in business-to-business customer relationship development

Lavan, Thusyanthy; Tran Trieu Khai; Chen, Shijiao; Yao, Jun - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015331723

WeChat gamification : mobile payment impact on word of mouth and customer loyalty

Butt, Asad Hassan; Ahmad, Hassan; Muzaffar, Asif; … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015190420

Multilevel relationships and loyalty in the microfinance industry : evidence from Tanzania

Tegambwage, Amani Gration - 2025

Purpose - The operations and viability of microfinance institutions (MFIs), crucial for socioeconomic development and poverty reduction, heavily rely on the multilevel relationships among borrowers, loan officers and MFIs. This study examines the relationship between interpersonal and firm-level...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015194419

Changes in the digital world : an explanatory analysis of the key factors linked to virtual interactivity

Villar-Guevara, Miluska; García-Salirrosas, Elizabeth … - 2025

Virtual interactivity in marketing has evolved significantly in recent decades, becoming an essential tool for effectively connecting with consumers in digital environments. Through interactive digital platforms, brands can generate a two-way dialogue with their customers, allowing them to...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015436040

Using necessary condition analysis to complement multigroup analysis in partial least squares structural equation modeling

Troiville, Julien; Moisescu, Ovidiu Ioan; Radomir, … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015441105

An algorithmic marketing approach to analyzing consumer well-being : incorporating psychological factors in customer loyalty

Zhao, Yu; Tsubaki, Michiko - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015441762

The effect of product-, organisational-, individual-, and environmental-level factors on brand loyalty in the SME sector : a systematic literature review

Boodai, Othman Ayman; Boodai, Sara Ayman - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015609230

The role of sustainable social media content in enhancing customer loyalty in the hospitality industry

Gouda, Reem Mohamed; Halim, Yasser Tawfik - 2025

This study examines how sustainable social media content influences customer loyalty in the hospitality industry, distinguishing between the effects of firm-generated content (FGC) and user-generated content (UGC) across different demographics. Despite the growing significance of social media...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015613998

What drives customer loyalty in a pandemic? : semantic analysis of grocery retailers

Kuikka, Anna; Hallikainen, Heli; Tuominen, Sasu; … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015595110

Gamification im E-Commerce : Optimierung von Konversionsraten und Warenkorbabbrüchen

Wolf, Nadine; Perret, Jens K.; Moss, Christoph - 2025

In einer Zeit des rasanten digitalen Wandels steht der E-Commerce-Sektor an der Spitze der wirtschaftlichen Entwicklung, bietet beispiellose Wachstumschancen und verändert traditionelle Geschäftsmodelle. Die zunehmende Integration von Gamification-Elementen durch Online-Marktplätze wie Temu...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015550217

Effect of entrepreneurship orientation on eco-hotels sustainability with mediation of customer loyalty in Ethiopia

Kant, Shashi; Niguse, Tafese - 2025

This study looks at how an entrepreneur's mindset orientation affects Ethiopian eco-hotel sustainability, using customer loyalty as a mediating factor. Utilizing a quantitative research strategy, data was obtained from a sample of 384 respondents, selected by the population precision technique...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015588450

Understanding customer loyalty in digital services : insights from food delivery in emerging markets

Ly Bora - 2025

This study examines the factors influencing customer loyalty in Cambodia's food delivery app sector, with a focus on trustworthiness, service quality, and convenience as key drivers of customer satisfaction and repurchase intention. Grounded in the Commitment-Trust Theory and the SERVQUAL model,...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015626057

Do loyalty programs actually build customer loyalty? : a service quality perspective from Indonesian e-commerce

Kosimwidjaja, Jonathan Farrel; Hadiprawoto, Triana Rahajeng - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015638456

Betrayed by the favorite brand : rise and consequences of brand shame

Weitzl, Wolfgang; Hutzinger, Clemens - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015561275