IDEAS home Printed from https://ideas.repec.org/a/taf/jbemgt/v16y2015i6p1185-1200.html
   My bibliography  Save this article

Model for measuring customer loyalty towards a service provider

Author

Listed:
  • Ilona Skačkauskienė
  • Neringa Vilkaitė-Vaitonė
  • Sergej Vojtovic

Abstract

The paper aims to create a valid model for measuring customer loyalty towards a service provider. Principal solutions for designing a model of loyalty measurement have emerged from the clarified role of customer loyalty and evaluation problems. The worked out solutions include selecting a proper concept (1), loyalty specification (2), determining a period necessary for loyalty measurement (3), differentiation of loyalty measurement depending on accessible data (4) and measuring a stage of loyalty (5). The conducted research referred to an example of a catering company, thus adopting an original mathematical model for the empirical measurement of customer loyalty. The obtained results have revealed that the loyalty of the customers of the investigated service provider is of an intermediate level. The findings have also showed the superiority of the proposed model for measuring the state of customer loyalty and for obtaining better solutions to the development of customer loyalty in the service industry.

Suggested Citation

  • Ilona Skačkauskienė & Neringa Vilkaitė-Vaitonė & Sergej Vojtovic, 2015. "Model for measuring customer loyalty towards a service provider," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 16(6), pages 1185-1200, December.
    • Handle: RePEc:taf:jbemgt:v:16:y:2015:i:6:p:1185-1200
    DOI: 10.3846/16111699.2015.1112829
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.3846/16111699.2015.1112829
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.3846/16111699.2015.1112829?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Zhang, Hongmei & Fu, Xiaoxiao & Cai, Liping A. & Lu, Lin, 2014. "Destination image and tourist loyalty: A meta-analysis," Tourism Management, Elsevier, vol. 40(C), pages 213-223.
    2. Leo Huang, 2008. "Exploring the determinants of E-loyalty among travel agencies," The Service Industries Journal, Taylor & Francis Journals, vol. 28(2), pages 239-254, March.
    3. Pei Chao, 2008. "Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis," The Service Industries Journal, Taylor & Francis Journals, vol. 28(1), pages 95-116, January.
    4. Rita D. Wheat & Donald G. Morrison, 1990. "Assessing Purchase Timing Models: Whether or Not is Preferable to When," Marketing Science, INFORMS, vol. 9(2), pages 162-170.
    5. Reinartz, Werner & Thomas, Jacquelyn S. & Bascoul, Ganaël, 2008. "Investigating cross-buying and customer loyalty," Journal of Interactive Marketing, Elsevier, vol. 22(1), pages 5-20.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Jaroslav Nenadál & David Vykydal & Eva Tylečková, 2021. "Complex Customer Loyalty Measurement at Closed-Loop Quality Management in B2B Area—Czech Example," Sustainability, MDPI, vol. 13(5), pages 1-20, March.
    2. Nicoleta Valentina FLOREA & Gabriel CROITORU & Ion STEGAROIU & Corina RUSU & Nicoleta POPESCU, 2022. "The Analysis Of Customers' Loyalty Using Bibliometric And Mathematical Analysis," Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 16(1), pages 860-874, November.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Andrzej Dudek & Daria Elżbieta Jaremen & Izabela Michalska-Dudek & Marek Walesiak, 2019. "Loyalty Model Proposal of Travel Agency Customers," Sustainability, MDPI, vol. 11(13), pages 1-24, July.
    2. Polo, Yolanda & Sese, F. Javier & Verhoef, Peter C., 2011. "The Effect of Pricing and Advertising on Customer Retention in a Liberalizing Market," Journal of Interactive Marketing, Elsevier, vol. 25(4), pages 201-214.
    3. Blattberg, Robert C. & Malthouse, Edward C. & Neslin, Scott A., 2009. "Customer Lifetime Value: Empirical Generalizations and Some Conceptual Questions," Journal of Interactive Marketing, Elsevier, vol. 23(2), pages 157-168.
    4. Stylos, Nikolaos & Vassiliadis, Chris A. & Bellou, Victoria & Andronikidis, Andreas, 2016. "Destination images, holistic images and personal normative beliefs: Predictors of intention to revisit a destination," Tourism Management, Elsevier, vol. 53(C), pages 40-60.
    5. Ravula, Prashanth & Bhatnagar, Amit & Ghose, Sanjoy, 2020. "Antecedents and consequences of cross-effects: An empirical analysis of omni-coupons," International Journal of Research in Marketing, Elsevier, vol. 37(2), pages 405-420.
    6. Cheon Yu & Yun Seop Hwang, 2019. "Do the Social Responsibility Efforts of the Destination Affect the Loyalty of Tourists?," Sustainability, MDPI, vol. 11(7), pages 1-17, April.
    7. José Alberto Martínez-González & Carmen D. Álvarez-Albelo, 2021. "Influence of Site Personalization and First Impression on Young Consumers’ Loyalty to Tourism Websites," Sustainability, MDPI, vol. 13(3), pages 1-17, January.
    8. Katarina Borisavljeviæ & Gordana Radosavljeviæ, 2021. "Application of logistics model in analysing relationship marketing in travel agencies," Zbornik radova Ekonomskog fakulteta u Rijeci/Proceedings of Rijeka Faculty of Economics, University of Rijeka, Faculty of Economics and Business, vol. 39(1), pages 87-112.
    9. Stylos, Nikolaos & Bellou, Victoria & Andronikidis, Andreas & Vassiliadis, Chris A., 2017. "Linking the dots among destination images, place attachment, and revisit intentions: A study among British and Russian tourists," Tourism Management, Elsevier, vol. 60(C), pages 15-29.
    10. Govert Bijwaard, 2010. "Regularity in individual shopping trips: implications for duration models in marketing," Journal of Applied Statistics, Taylor & Francis Journals, vol. 37(11), pages 1931-1945.
    11. Dimin Wang & Ying Chen & Jovanie Tuguinay & Jessica J. Yuan, 2023. "The Influence of Perceived Risks and Behavioral Intention: The Case of Chinese International Students," SAGE Open, , vol. 13(2), pages 21582440231, June.
    12. Paul Mukucha & Divaries Cosmas Jaravaza & Forbes Makudza, 2022. "Modeling Customer Loyalty Intentions, Food Quality And Demographic Moderators In Subsistence Markets," Business Excellence and Management, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 12(3), pages 40-59, September.
    13. Thomas Fandrich & Christian Barrot & Jan U. Becker, 2014. "Deckungsbeitragsorientierte Steuerung von Targeting-Kampagnen," Schmalenbach Journal of Business Research, Springer, vol. 66(7), pages 601-624, November.
    14. Shin, Jae Ik & Chung, Ki Han & Oh, Jae Sin & Lee, Chang Won, 2013. "The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea," International Journal of Information Management, Elsevier, vol. 33(3), pages 453-463.
    15. WooHyuk Kim & Kristin Malek & NamJo Kim & SeungHyun “James” Kim, 2017. "Destination Personality, Destination Image, and Intent to Recommend: The Role of Gender, Age, Cultural Background, and Prior Experiences," Sustainability, MDPI, vol. 10(1), pages 1-18, December.
    16. Tamás Gyulavári & Erzsébet Malota, 2018. "Do Perceived Culture Personality Traits Lead to a More Favourable Rating of Countries as Tourist Destinations?," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 30(1), pages 77-91.
    17. Feng Xu & Xuejiao Lin & Shuaishuai Li & Wenxia Niu, 2018. "Is Southern Xinjiang Really Unsafe?," Sustainability, MDPI, vol. 10(12), pages 1-21, December.
    18. Melo, Helena & Moniz, Ana & Silva, Francisco & Batista, Maria, 2017. "Tourist destination image and consumer behaviour: The case of the Azores," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 5(2), pages 73-82.
    19. Jihoon Cho & Swinder Janda, 2023. "Perception carryover in cross-buying: the role of interpurchase time and product locus," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(4), pages 809-819, December.
    20. Samy Mansouri, 2021. "Business cycles influences upon customer cross-buying behavior in the case of financial services," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(3), pages 181-201, September.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:jbemgt:v:16:y:2015:i:6:p:1185-1200. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/TBEM20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.