International Scientific Publications
© 2018 Science Events Ltd
Terms of Use  ·  Privacy Policy
Choose language English French Russian Bulgarian

Economy & Business, Volume 8, 2014

DETERMINANTS OF CUSTOMER LOYALTY. A THEORETICAL APPROACH
Claudia Bobâlcă
Pages: 995-1005
Published: 29 Aug 2014
Views: 1845
Downloads: 1271
Abstract: The purpose of the research is to investigate the determinants of customer loyalty. The research objectives are: (1) to identify the factors that affect customer loyalty; (2) to identify the relations between the determinants of loyalty and loyalty construct. We used an exploratory research based on a documentary study. The main determinants of customer loyalty that are identified and studied in past researchers are: satisfaction, trust, commitment, involvement, perceived risk, switching costs and habit. All these factors are positive correlated with loyalty.
Keywords: customer loyalty, satisfaction, trust, habit, perceived risk, commitment, involvement
Download full text

Back to the contents of the volume
By using this site you agree to our Privacy Policy and Terms of Use. We use cookies, including for analytics, personalisation, and ads.