Management and Measuring Customer Loyalty in Digital Marketplace—Analysis of KPIs and Influence Factors in CLTV

2021 ◽  
pp. 151-176
Author(s):  
Wolfgang Neussner
Keyword(s):  
Customer Loyalty ◽  
Influence Factors

scholarly journals CUSTOMER LOYALTY TOWARDS SUSTAINABLE HOTELS: CASE STUDIES IN SRI LANKA

2021 ◽  
Author(s):  
L. Silva ◽  
◽  
P. Dissanayake ◽  
B. Kumarasiri ◽  
D. Soorige ◽  
...  
Keyword(s):  
Qualitative Research ◽  
Sri Lanka ◽  
Customer Satisfaction ◽  
Case Studies ◽  
Customer Loyalty ◽  
Influence Factors ◽  
Research Approach ◽  
Sri Lankan ◽  
Sustainability Concept ◽  
Hotel Sector

The hotel sector is directly combined with customer loyalty as it has become increasingly obvious by incorporating its’ antecedents with customer satisfaction and trust. Customer loyalty is influenced by customer satisfaction of hospitality service when it is significantly related to service quality. Sustainability is an important concept that can adapt to achieving customer loyalty in the Sri Lankan hotel sector. Indeed, most conventional hoteliers in Sri Lanka do not have the idea of success in achieving customer loyalty through the sustainability concept. Also, despite the abundance of research on the concept of sustainability, a gap in literature could be identified, when it comes to analysing the customer loyalty aspects toward sustainable hotels in Sri Lanka. This study is therefore aimed to bridge the gap that exists in the literature to prove the success of adopting the concept of sustainability in achieving customer loyalty. A qualitative research approach with two case studies was used to achieve the aim of the study. The selected cases include two green-certified five-star hotels which are under the topmost sustainable hotels in Sri Lanka according to Sri Lanka Tourism Development Authority. A total of 10 interviews were conducted from both cases. The collected data were analysed using content analysis. The customer loyalty aspects were identified on the deriving basis of self-influence factors of customers and their consideration of benefits in sustainable hotels. The study unveils an analysis of the interconnection between sustainable hotels and customer loyalty. The findings provide the path to conventional hotels to identify the success of implementing sustainability concept in achieving customer loyalty.

scholarly journals Analisis Faktor-Faktor yang Mempengaruhi Loyalitas Nasabah Bank Syariah

Al-Buhuts ◽  
2016 ◽  
Vol 12 (1) ◽  
pp. 39-59
Author(s):  
Mustofa Mustofa
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Loyalty ◽  
Influence Factors ◽  
Corporate Image ◽  
Small Populations ◽  
Islamic Banks ◽  
Complaint Handling ◽  
Study Results

The purpose of this study are: (1) To determine and analyze the influence of service quality, complaint handling, and corporate image partially on customer loyalty. (2) To determine and analyze the influence factors of service quality, complaint handling, and image simultaneously on customer loyalty. This study is a survey, the research done on large or small populations. The population of this research is all bank customers Muamalat branch Gorontalo and customers as sample of 100 people. Technical analysis of data using multiple regression using SPSS 22.0.The study results showed that the quality of service and complaint handling significant effect on customer loyalty, while the image of the company has no significant effect on customer loyalty. As for quality of service, complaint handling and image simultaneously significant effect on customer loyalty of Islamic banks in Gorontalo.

INFLUENCE FACTORS ON CECAL INTUBATION RATE AS A QUALITY AND PERFORMANCE MEASUREMENT IN COLONOSCOPY

2019 ◽  
Author(s):  
R Mateescu ◽  
F Ionita Radu ◽  
M Jinga ◽  
P Nuta ◽  
R Costache ◽  
...  
Keyword(s):  
Performance Measurement ◽  
Influence Factors ◽  
Intubation Rate ◽  
Cecal Intubation ◽  
Cecal Intubation Rate ◽  
And Performance

Pengaruh Service Delivery System Terhadap Loyalitas Nasabah Penabung Suatu Survey Pada Bank Rakyat Indonesia Cabang Palembang)

2018 ◽  
Vol 16 (2) ◽  
pp. 90
Author(s):  
Rohmial Rohmial
Keyword(s):  
Service Delivery ◽  
Delivery System ◽  
Customer Loyalty ◽  
Simple Random Sampling ◽  
Matrix Analysis ◽  
Survey Method ◽  
Service Delivery System ◽  
Physical Support ◽  
Dependent Variables ◽  
Contact Personnel

The objective of this study are : 1) the application of service delivery system that can be applied by Bank Goveerment in Palembang, 2) the influence of physical support on customers, 3) the influence of contact personnel on loyalty of the customers of Bank Goverment in Palembang, 4) the influence of service delivery system on customer loyalty at Bank Goverment in Palembang. This study is done by survey method so as to describe the response from respondents. The samples are taken by using simple random sampling with 100 respondents. The instruments are observation, quesionares and interview, the data analysis is done by using descriptive and matrix analysis. The results of this research shows that all independent variables (physical support and contact personnel) significantly and positively influence the dependent variables (loyalty of the customers).

Sign in / Sign up

Export Citation Format

Share Document