...Larry Pleshko; John Dawes Purpose This study aims to identify reasons why some buyers may be satisfied, but not necessarily loyal, in terms of attitude and/or behavior. The two measures of loyalty are examined in combination and separately. Design/methodology/approach The study obtains survey...

..., and others are not. The factors examined are: distribution intensity, familiarity, popularity, customer satisfaction levels, category experience, variety-seeking, service design fit, satisfaction advantages (consumers having higher satisfaction for one brand versus others) and loyalty advantages (consumers...

...Dwi Suhartanto; David Dean; Iklima Farhani Purpose This study aims to evaluate the loyalty formation model on e-grocery service incorporating food quality, e-grocery quality and relationship quality as determinants of loyalty. Design/methodology/approach The quantitative approach was used...

... This study aims to verify the dimensions of perceived quality of services which influence the satisfaction of accounting firm clients and verifies whether customer satisfaction influences loyalty and word-of-mouth recommendations. A model is proposed and tested using a survey of 292 accounting firm...

... innovation on loyalty. However, in this study, service concept innovation is insufficient to solely create positive behavioral intention. Practical implications Findings suggest that a food delivery application that continues to innovate to improve the service process and experience can be an effective...

..., this paper aims to attempt to model the linkages between after-sales service, service quality, customer satisfaction, customer loyalty and word of mouth (WOM). A structured questionnaire was used to collect data from 280 two-wheeler owners, who had a recent experience of after sales service...

...Ιoannis Tzavlopoulos; Katerina Gotzamani; Andreas Andronikidis; Chris Vassiliadis The quality assessment of e-commerce services is of particular research interest, as it has been widely found that quality is directly linked to customer satisfaction and loyalty, which in turn leads to improved...

... the complete social casino player experience impacts player spending and loyalty. This paper will identify critical insights, behaviors and trends of social casino players that will help game publishers better understand and connect with their target customers. The focus is thus to investigate empirically...

... Publishing Limited Licensed re-use rights only This research aims to investigate the simultaneous effect of trust, subjective norm, image and perceived risk on patient loyalty. This research used quantitative research methodology. The authors surveyed the patient of a healthcare service...