期刊名称：Jurnal Manajemen dan Kewirausahaan (Journal of Management and Entrepreneurship)
印刷版ISSN：1411-1438
出版年度：2012
卷号：14
期号：1
页码：1-6
DOI：10.9744/jmk.14.1.1-6
语种：English
出版社：Institute of Research and Community Outreach - Petra Christian University
摘要：A loyal customer costs less to retain than acquiring a new customer. Loyal customers stick to the same service provider for a longer time period. Thus, the ultimate aim of the management of any organisation must be to create an emotional bonding with the customerto a level of much more than business considerations, to be able to sustain the loyalty for a long period of time. A number of service providers are available for any organisation for anything it requires, particularly in banking and financial institutions. The choice of the micro-enterprise as banks business client is influenced by a number of factors such as Service Quality, Reputation and Relationship with a brand or an organisation. Apart from that, there are a number of other factors which can affect the choice of a service provider such as factors based on emotional considerations particularly cultural elements. This paper integrates previous research in the field of customer loyalty to present a conceptual framework of micro-enterprises owners’ loyalty and its underlying drivers. Implication for the future research directions is also presented.
