| Autor: |
L Gera, M Sati, Arundhati Sharma, J Gupta, Suvasini Sharma |
| Rok vydání: |
2020 |
| Předmět: |
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| Zdroj: |
SSRN Electronic Journal. |
| ISSN: |
1556-5068 |
| DOI: |
10.2139/ssrn.3913161 |
| Popis: |
One of the most important aspects to ensure the attention of the customers is to provide the best and the most favourable products at this competing market. With customer satisfaction comes customer loyalty. The topic for this review article is to determine the relationship between customer satisfaction and loyalty and the factors influencing these concepts. Further we will get to know that how these concepts affect the relationship that customers have with the organization that helps the organization to be at a better place in the market or beat the competitors. A highly satisfied customer will spread positive WOM and a loyal customer leads to an increase in both sales and profitability. Customer satisfaction affects the trust and customer trust is an antecedent of loyalty. When customers connect with emotions through the product/ services of the brand then it creates a bond between the customer and the brand. The relationship between satisfaction and loyalty influences the profits. The more customer is satisfied, the more loyal towards the brand. A loyal customer leads to an increase in both sales and profitability. Customer satisfaction mediates the relationship between customer loyalty and service quality. |
| Databáze: |
OpenAIRE |
| Externí odkaz: |
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