DETERMINANTS OF CUSTOMER LOYALTY. A THEORETICAL APPROACH
Claudia Bobâlcă
Pages: 995-1005
Publié: 29 Aug 2014
Vues: 4,559
Téléchargements: 1,673
Citations: 30 (Google Scholar)
Citations: 13 (OpenAlex)
Résumé: 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.
Mots-clés : customer loyalty, satisfaction, trust, habit, perceived risk, commitment, involvement
Citer cet article : Claudia Bobâlcă. DETERMINANTS OF CUSTOMER LOYALTY. A THEORETICAL APPROACH. Journal of International Scientific Publications: Economy & Business 8, 995-1005 (2014). https://www.scientific-publications.net/en/article/1000454/
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