The Impact Of Customer Satisfaction On Brand Loyalty

AN INFLUENCE OF CUSTOMER SATISFACTION ON BRAND LOYALTY: A CONCEPTUAL STUDY OF INDIAN TELECOM MARKET Nishant Dabhade Research Scholar Jiwaji University, Gwalior (M.P.), India nishant.dabhade.mgmt@gmail.com 1. Abstract Customer satisfaction and brand loyalty are the most significant factors that influence the telecom industry. Customer satisfaction contributes in brand loyalty especially in mobile telecom sector. The study is conceptual in nature and secondary data…

focused on loyalty concept in services sector. Brand loyalty is receiving great deal of attention in telecommunication sector. So there is a need of introducing comprehensive brand loyalty model. This study attempts to provide a broad view of brand loyalty by proposing a model and testing its potential antecedents. The antecedents included in the research are service quality, satisfaction, trust and commitment.A pilot and main study was conducted to test the hypotheses. A sample of 475 customers of cellular…

The Relationship between Customer Satisfaction and Brand Loyalty Abstract This study attempts to examine the impact of customer service (retail service quality and product quality) on brand loyalty. It focuses on the particular aspects of customer service: personal interaction, policy, reliability, and problem solving. Data will be collected through an in-person survey and an on-line survey immediately following the purchase or visit to the store or website. Another survey will be administered…

Customer satisfaction and E-loyalty: Liu(2008) claimed that online shopping customers’ satisfaction may be ruined by the lacking of on-time delivery. A quarter of Chinese customers were dissatisfied with online-shopping experience due to the low delivery service level(CNNIC,2004). The Kotler(1997) divided the whole model of the satisfaction process in e-commerce into three stages shown in Figure 1: the information search and alternatives evaluation section, purchase section and post-purchase…

Arnthorsson Customer Satisfaction, Loyalty, and Empowerment 1. Should a company be happy or concerned if most customers are satisfied? Satisfaction of the consumer is one of the main goals for a company to achieve. Customer satisfaction is defined as the feeling that results when an offering meets a consumer’s expectations. Companies around the world are doing many surveys, in order to measure the satisfaction of their consumers because the importance of consumer satisfaction is one of the…

Final Report Business Research Methods Topic Study the influence of Service Quality with product leads to customer loyalty in Telecom Sector (Ufone) Submitted by: Sr. # Group members: Reg. No.# Muhammad Adnan L1S13MBAM2049 Muhammad Asim L1S13MBAM0027 Nabil Abdul Majeed L1S13MBAM2012 Saad Rafique Ali L1S13MBAM0047 Huma Zafar L1S13MBAM2010 Sameera Waheed L1S13MBAM2050 Submitted To: Prof. Amna Zulfiqar Signature: Table of contents…

Brand Equity to Customer Loyalty An examination of brand equity leading to customer loyalty in the clothing industry using the Loyalty Ladder model. Abstract Purpose - The aim of this paper is to examine if there is a correlation between brand equity and brand loyalty. The author will research the sources of brand equity for three international clothing companies: Abercrombie & Fitch, Marks & Spencer, H&M and apply each company to the Loyalty Ladder. Methodology – Secondary literature…

The Relationship between Customer Loyalty and Satisfaction Introduction In the past decades, there was a controversial issue about the relationship between customer loyalty and satisfaction. Actually, it is still a heated debate nowadays. Some people said that customer satisfaction bring customer loyalty, while some people believed that customer loyalty affect customer satisfaction. Interestingly, very few executives and managers understand the critical difference. The purpose of this paper is…

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…

increase sales, improve customer satisfaction, and employee loyalty, but the difficult task in achieving these goals is knowing the exact balance in order to reach their true potential. Generally speaking, a business will either succeed or fail based on these three internal variables: their products, their set prices, and the atmosphere or tone which is set once the customer enters the store. It is understood that if a business owner sets their prices too high, their customers will think they are over-priced…