An Influence Of Customer Satisfaction On Brand Loyalty

This literature review explores the relationship between customer satisfaction and customer loyalty and how do these theories affect businesses in hospitality industry. Hence, there are many researchers that have studied about these two concepts that will help people to better understand about the two theories.

This research aims to know the influence of product quality and customer satisfaction toward customer loyalty. This type of research is a research

The results of the study indicate that a large portion of the repeat buying behavior is due to unexplained factors across purchasing occasions. The authors state that this study has a 72% of reliability, but did not show the calculation of how the number was derived. The written English is weak and some descriptions are not so clear. Despite this deficiency, this article provides marketing managers with another perspective to sustain brand loyalty. In regards to the 72% reliability, further research can incorporate quantitative methods of research to indentify outliers, which can lead to a more accurate

As indicated by previous studies on satisfaction and loyalty are partitioned into three classes. The principal classification is gotten from administration and study on the satisfaction and loyalty relationship is performed by and large and in hierarchical level. Fulfilment is the foundation of faithfulness that effects on authoritative gainfulness. The second classification has focused on individual level and has examined keeping up client in light of second time purchasing aim. These variables have a critical disappointment in view of the current distinction between one's longing and his/her conduct. The second class asserts that dedication is influenced by fulfilment regardless of the fact that their relationship is not coherent. The third

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International journal of service industry management, 7 (4), p. 27-42.

Similarly, Molinari, Abratt, and Dion (2008) assert that there is a direct and strong link between customer satisfaction and customer loyalty behavior. If the customers enjoy the product or service, they will not be bothered to become loyal to the company. In other words, high levels of satisfaction commonly occur when the customer is delighted or happy with either the products or services provided by a business supplier. As Caceres and Paparoidamis (2005) state, customer satisfaction levels are determined and influenced by many elements. For example, it is commonly admitted that the customers will naturally repeatedly return to the company when things are done right, or in other words, business service companies successfully meet the customer’s expectation (Gil-Saura, et. al., 2009). Furthermore, increases in satisfaction could result to increase customer loyalty. A business enterprise, which could address the elements moderating the level of satisfaction of customers, probably would reach the higher level of loyalty. In other words, customer satisfaction is likely to improve customer loyalty in general.

Zeithaml and Bitner (2000) defined customer satisfaction as the "customers' evaluation of a product or service in terms of whether that product or service has met their needs and expectations". Therefore, satisfaction is a consumer's post-purchase evaluation and affective response to the overall product or service experience. In other words, what consumer perceives after a product or service consumption determines his/her satisfaction. Many researches have concluded that satisfaction can determine the customer loyalty. Customer loyalty defined as "a deeply held commitment to re-buy or re-use a preferred product/service consistently in the future, thereby causing repetitive same-brand or same brand-set purchasing, despite situational influences and marketing efforts have the potential to cause switching behavior. The satisfaction/dissatisfaction occurring through a matching or mismatching of expectations and perceived performance leads to loyalty behaviour.

This study identifies and measures of the factors affecting satisfaction level of Apple iPhone users. A total of 50 students of California State University: San Bernardino(CSUSB) are surveyed by applying random sampling procedures. The objective of this research is to analyze the level of customer satisfaction and the level of customer loyalty which is effected by customer satisfaction. This research will look into factors such as brand name, customer service, price and value, and iPhone quality where each factors has its respective advantages or disadvantages to affect the customer 's level of customer satisfaction and customer loyalty. The study finds that the ______ are significant and have an impact on customer satisfaction level toward using Apple iPhone whereas _____ has most influence on creating satisfaction for iPhone users, followed by _____. In addition, another finding indicates that there exists a significant positive correlation between the

The satisfaction of customers would effect on a company 's success in their financial performance and customers ' loyalty. The satisfied customers mean people who are willing to purchase products, visiting the store or services repeatedly (Siu and Cheung, 2001; Raphel, 1999; Reichheld and Sasser, 1990; Srinivasan et al., 2002). Trying to understand how customers think and what make them behave in the way they do. For the convenience store industry to increase sales is how to make customer have more reason come to the store and extend their staying time. Therefore, increasing consumers’ loyalty to the store has been a directorial challenge to retailers. To gain the in-depth understanding and empirical estimation of customers loyalty behaviour

The term “Brand Loyalty” also called as “Customer Loyalty” has been in the business industry since a very long time as a model to be used in conducting business. But it wasn’t until the mid to late 1900’s that the term was actually given its due importance by making it a vital part of advertising and marketing. The concept of marketing evolved substantially from being focused on sales of a product to having Customer satisfaction to be its focal point. Studies further revealed that there was a positive correlation between customer satisfaction and Brand Loyalty.

2. Different factors of customer satisfaction; perceived service quality, perceived value, corporate image are correlated with customer loyalty in the mobile phone market of Thailand.

This study aims to test and empirical analysis the marketing mix and service quality effect on customer satisfaction and customer loyalty, research was conducted in 26 branches in Sulawesi a population of about 16 212 customers of PT. Hadji Kalla in Sulawesi who purchase Toyota cars for 2015 with a sample of 390 customers. The results of the analysis of structural equation model using AMOS version 20 provide evidence that marketing mix has a positive and

The prosperity and achievement of any organization relies on several factors. Telecommunication sector aims to provide their customers with quality services. Companies giving quality services tend to struggle more in order to survive in service sector which in turn satisfy their customers. This study aims to examine the customer quality as a factor that satisfies customers. This study is quantitative in nature so self-administered questionnaire has been adopted to analyze quality of the service provided by cellular service providers in Pakistan.

Brand is crucial in differentiating the superiority of products or services over others. This is an exploratory study examining the differences in brand satisfaction between Malaysian Airlines (full service airlines) and Air Asia (low cost airlines) in Malaysia. 350 usable