Factors Affecting Customer Loyalty in the Business Market - An Empirical Study in the Republic of Serbia

Abstract

In modern business conditions characterized by the requirements for achieving superior profit margins, customer satisfaction and loyalty have become the basic company business priorities. The ability of the company to achieve a high level of customer loyalty, in conditions of intense competition is determined by delivery of superior quality service, but also by creating a positive overall customer experience with the company. Such a situation implies the relationship development based on the trust and commitment of the buyer to the supplier. The aim of the author is to investigate the impact of satisfaction, trust, buyer loyalty and perceived quality of services on the level of achieved loyalty. Empirical research was carried out on a sample of small and medium-sized enterprises in order to identify loyal and disloyal customers. Statistical analysis is based on the application of multivariate techniques that enabled simultaneous analysis of the mutual relationship between the identified four independent variables on the dependent variable, i.e. on degree of buyer loyalty.

Prognoziranje Intenziteta Brute-Force Napada U Funkciji Optimizacije Nivoa Zaštite

“…Pripada grupi ad hoc procedura prognoziranja. Predstavlja preteču modernih strukturnih modela za koje je utvrđeno da se baziraju na statističkoj teoriji a mogu se smatrati posebnim slučajevima opšte klase modela strukturnih vremenskih serija koji su nastali proširenjem Eksponencijalnog izglađivanja (Exponential Smoothing) i ARIMA (Auto Regressive Integrated Moving Average) modela [12] [13]. Postoje dva osnovna oblika primene Holt-Winters metode: Aditivna Holt-Winters metoda i Multiplikativna Holt-Winters metoda.…”

An analysis of CRM practices in the telecommunication industry in Iraq

“…The improvement of client loyalty includes creating and supporting a relationship with a client, which prompts the continual buying of services or items in a fixed time. Besides, [18] the base of clients' loyalty permits organizations to dedicate their efforts to different business issues. From this perspective, it is essential to keep the customer's hold in the Iraqi telecommunication sector compared to creating new customers.…”

Задовољство И Лојалност Као Показатељи Квалитета Елемената Туристичког Производа

“…However, these relations are not always positive, because there are tourists who reconsider the same destination, but there are also those who want to go to new ones, despite the very fact that they are satisfied (Fyall et al, 2003). Thus, as a result of the action of many factors, the connection between satisfaction and loyalty is quite complex and is not always proportional (Lepojević, & Đukić, 2018). The results of a study conducted by Faullant et al (2008) show that the connection between satisfaction and loyalty does not seem linear, and that the causal link between these two constructions is not always clear.…”