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Determinants Of Customer Loyalty. A Theoretical Approach

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Abstract

The purpose of the research is to investigate the determinants of customer loyalty. The research objectives are: (1) to identify the factors that affect customer loyalty; (2) to identify the relations between the determinants of loyalty and loyalty construct. We used an exploratory research based on a documentary study. The main determinants of customer loyalty that are identified and studied in past researchers are: satisfaction, trust, commitment, involvement, perceived risk, switching costs and habit. All these factors are positive correlated with loyalty.

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  • Claudia Bobâlcă, 2014. "Determinants Of Customer Loyalty. A Theoretical Approach," Economy & Business Journal, International Scientific Publications, Bulgaria, vol. 8(1), pages 995-1005.
    • Handle: RePEc:isp:journl:v:8:y:2014:i:1:p:995-1005
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    More about this item

    Keywords

    customer loyalty; satisfaction; trust; habit; perceived risk; commitment; involvement;
    All these keywords.

    JEL classification:

    • A - General Economics and Teaching

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