首页    期刊浏览 2025年07月10日 星期四
登录注册

文章基本信息

  • 标题:Is Customer Satisfaction an Indicator of Customer Loyalty?
  • 本地全文:下载
  • 作者:Rahim Ajao Ganiyu ; Ignatius Ikechukwu Uche ; Adeoti Olusola Elizabeth
  • 期刊名称:Australian Journal of Business and Management Research
  • 电子版ISSN:1839-0846
  • 出版年度:2012
  • 卷号:2
  • 期号:7
  • 页码:14-20
  • 出版社:New South Wales Research Centre Australia (NSWRCA)
  • 摘要:

    Customer satisfaction and loyalty is a well known and established concept in several areas like marketing, consumer research, economic psychology, welfare-economics, and economics. And has long been a topic of high interest in both academia and practice. The aim of the study was to investigate whether customer satisfaction is an indicator of customer loyalty. The findings of the study supported the contention that strong relationship exist between customer satisfaction and loyalty. However, customer satisfaction alone cannot achieve the objective of creating a loyal customer base. Some researchers also argued, that customer satisfaction and loyalty are not directly correlated, particularly in competitive business environments because there is a big difference between satisfaction, which is a passive customer condition, and loyalty, which is an active or proactive relationship with the organization.

国家哲学社会科学文献中心版权所有