The paper describes a standard model for customer loyalty evaluation of services based on a continuing relationship with the provider. The relationship terminates when the customer shows a clear unloyalty behavior (switching to another provider or not using the service). Two different dimensions of loyaltyare considered: Behavioral Loyalty and Attitudinal Loyalty, that are analyzed in relation to Trust, Convenience, Overall Satisfaction and Inertia. The methodology is based on the Structural Equation Models.

A client loyalty model for services supplied for middle-long periods

CHIRICO, PAOLO;LO PRESTI, Anna
2011

Abstract

The paper describes a standard model for customer loyalty evaluation of services based on a continuing relationship with the provider. The relationship terminates when the customer shows a clear unloyalty behavior (switching to another provider or not using the service). Two different dimensions of loyaltyare considered: Behavioral Loyalty and Attitudinal Loyalty, that are analyzed in relation to Trust, Convenience, Overall Satisfaction and Inertia. The methodology is based on the Structural Equation Models.
11 (4)
725
730
http://scialert.net/qredirect.php?doi=jas.2011.725.730&linkid=pdf
Customer Loyalty; PLS-Path Modelling
CHIRICO P.; LO PRESTI A.
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/2318/82536
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