Effective Factors on Consumer Loyalty and Satisfaction

All managers are aware of the importance of keeping customers. As they know, keeping previous customers is four to six times less expensive than attracting new customer. Recently, companies increasingly have been concentrated on customer loyalty and keeping them. According to many researchers, one o...

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Bibliographic Details
Published in:Kuwait chapter of Arabian journal of business & management review 2013-06, Vol.2 (10), p.71-77
Main Authors: Kabiri , Fateme, Mousavi , Seyyede Sanaze Sadafi, Node , Farahnaz Ghorbani, Jalali , Hajar
Format: Article
Language:English
Subjects:
ALLEGIANCE
Automobile industry
Bankruptcy
Behavior
Brand loyalty
CONSUMER BEHAVIOUR
Consumers
Costs
Customer satisfaction
Customer services
CUSTOMERS
Decision making
INTERPERSONAL RELATIONS
Loyalty
Managers
MARKET STUDIES
MARKETING
Studies
التسويق
العلاقات بين الأفراد
العملاء
الولاء
دراسات السوق
سلوك المستهلك
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Summary:All managers are aware of the importance of keeping customers. As they know, keeping previous customers is four to six times less expensive than attracting new customer. Recently, companies increasingly have been concentrated on customer loyalty and keeping them. According to many researchers, one of most important factors to make customers loyal is their satisfaction. Many people believe satisfaction is equal to loyalty. Several years ago, this great mistake (i.e. equating customer satisfaction and loyalty) led to General Motors bankruptcy. The purpose of this paper is investigating various aspects of the relationship between satisfaction and loyalty; as well as determining and evaluating effective factors on this relationship; so that provide strategies which through them managers take advantages, efficiently, from customer satisfaction, to keep them and make them loyal.
ISSN:2224-8358
2224-8358
DOI:10.12816/0001251