IDEAS home Printed from https://ideas.repec.org/p/mtk/febawb/58.html
   My bibliography  Save this paper

Affecting Customer Loyalty: Do Different Factors Have Various Influences In Different Loyalty Levels?

Author

Listed:
  • Andres Kuusik

Abstract

The current paper studies the influence of various factors on customer loyalty. The main hypothesis of the study insists that the list of most important factors affecting loyalty is dependant on the level of loyalty of costumers. LOGIT method was used for testing the hypotheses on the sample of survey data about 1000 private customers of the biggest telecommunication company in Estonia. The results reveal that four analysed factors affecting customer loyalty (satisfaction, trustworthiness, image and importance of relationship) are playing different role on the different levels of customer loyalty.

Suggested Citation

  • Andres Kuusik, 2007. "Affecting Customer Loyalty: Do Different Factors Have Various Influences In Different Loyalty Levels?," University of Tartu - Faculty of Economics and Business Administration Working Paper Series 58, Faculty of Economics and Business Administration, University of Tartu (Estonia).
    • Handle: RePEc:mtk:febawb:58
    as

    Download full text from publisher

    File URL: https://mjtoimetised.ut.ee/febpdf/febawb58.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Frank Harary & Benjamin Lipstein, 1962. "The Dynamics of Brand Loyalty: A Markovian Approach," Operations Research, INFORMS, vol. 10(1), pages 19-40, February.
    2. N. Sheth, Jagdish & Parvatiyar, Atul, 1995. "Relationship marketing," International Business Review, Elsevier, vol. 4(4), pages 391-396.
    3. Birger Wernerfelt, 1991. "Brand Loyalty and Market Equilibrium," Marketing Science, INFORMS, vol. 10(3), pages 229-245.
    4. Spekman, Robert E., 1988. "Strategic supplier selection: Understanding long-term buyer relationships," Business Horizons, Elsevier, vol. 31(4), pages 75-81.
    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. Md. Shahnawaz Abdin & Dr. N. H. Mullick, 2016. "A Conceptual Perspective on Brand Switching Behaviour of Consumers in Telecommunication Industry," Journal of Commerce and Trade, Society for Advanced Management Studies, vol. 11(1), pages 50-58, April.
    2. Claudia BOBALCA, 2015. "The Loyal Customers’ Perception Regarding The Online Buying Process," CES Working Papers, Centre for European Studies, Alexandru Ioan Cuza University, vol. 7(2), pages 241-255, August.
    3. Syahida Abd Aziz & Muhammad Shahar Jusoh & Mohammad Harith Amlus, 2017. "Investigating Critical Success Factors of Brand Loyalty: A Meta-data Analysis Approach," International Review of Management and Marketing, Econjournals, vol. 7(3), pages 233-237.
    4. Sunaryo & Soegeng Wahyoedi & Achmad Sudiro & Sudjatno, 2020. "The Effect of Religiosity on the Improvement of Customer Loyalty Towards Islamic Banks," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(4), pages 132-151.
    5. Yuen Yee Yen* & Wan Fahmy Wan Rasdi & Devinaga A. P. Rasiah & Suganthi A. P Ramasamy, 2018. "Key Determinants of Smart Phone Brand Loyalty," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 724-733:2.
    6. Claudia, 2014. "Romanian Perspective On Customer Loyalty For Direct Selling Companies," CES Working Papers, Centre for European Studies, Alexandru Ioan Cuza University, vol. 6(3), pages 6-16, September.
    7. Claudia Bobâlcă, 2014. "Determinants Of Customer Loyalty. A Theoretical Approach," Economy & Business Journal, International Scientific Publications, Bulgaria, vol. 8(1), pages 995-1005.
    8. Mohammed A. Hajar & Ammar Ahmed Alkahtani & Daing Nasir Ibrahim & Mohammed A. Al-Sharafi & Gamal Alkawsi & Noorminshah A. Iahad & Mohd Ridzuan Darun & Sieh Kiong Tiong, 2022. "The Effect of Value Innovation in the Superior Performance and Sustainable Growth of Telecommunications Sector: Mediation Effect of Customer Satisfaction and Loyalty," Sustainability, MDPI, vol. 14(10), pages 1-20, May.
    9. Akpoviroro Kowo Solomon & Amos Akinbola Olufemi & Oladipo Akinrinola Olalekan & Adewale Adegbite Ganiu, 2020. "Product Branding and Consumer Loyalty in Telecommunication Industry," Economics and Culture, Sciendo, vol. 17(1), pages 94-103, June.
    10. Khansa Zaman & Asma Arshad & Aqeel Shahzad, 2012. "Customer Loyalty in FMCG Sector of Pakistan," Information Management and Business Review, AMH International, vol. 4(1), pages 41-48.
    11. Claudia BOBALCA, 2013. "Study Of Customers’ Loyalty: Dimensions And Facets," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 104-114, May.

    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. Whipple, Judith M. & Frankel, Robert, 1998. "The Alliance Formation Process," International Food and Agribusiness Management Review, International Food and Agribusiness Management Association, vol. 1(3), pages 1-23.
    2. Elizabeth Hemphill, 2007. "Factors Affecting Real Estate Broker Selection: What Really Counts?," International Real Estate Review, Global Social Science Institute, vol. 10(1), pages 1-25.
    3. Eric Sucky, 2006. "Kontraktlogistik—Ein stochastisch dynamischer Planungsansatz zur Logistikdienstleisterauswahl," Metrika: International Journal for Theoretical and Applied Statistics, Springer, vol. 17(2), pages 131-153, June.
    4. Sjauw-Koen-Fa, August R. & Blok, Vincent & Omta, S.W.F. (Onno), 2016. "Critical Success Factors for Smallholder Inclusion in High Value-Adding Supply Chains by Food & Agribusiness Multinational Enterprise," International Food and Agribusiness Management Review, International Food and Agribusiness Management Association, vol. 19(1), pages 1-30, February.
    5. Teresa M. Fernandes & João F. Proença & P.K. Kannan, 2008. "The Relationships in Marketing: Contribution of a Historical Perspective," FEP Working Papers 274, Universidade do Porto, Faculdade de Economia do Porto.
    6. Miguel Villas-Boas, J., 2015. "A short survey on switching costs and dynamic competition," International Journal of Research in Marketing, Elsevier, vol. 32(2), pages 219-222.
    7. P. B. Seetharaman & Hai Che, 2009. "Price Competition in Markets with Consumer Variety Seeking," Marketing Science, INFORMS, vol. 28(3), pages 516-525, 05-06.
    8. T. Tony Ke & Jiwoong Shin & Jungju Yu, 2023. "A Model of Product Portfolio Design: Guiding Consumer Search Through Brand Positioning," Marketing Science, INFORMS, vol. 42(6), pages 1101-1124, November.
    9. repec:wsi:acsxxx:v:21:y:2019:i:08:n:s1363919619500130 is not listed on IDEAS
    10. Tomás F. Espino-Rodríguez & Juan Carlos Ramírez-Fierro, 2019. "Dimensions of behavior and proactive improvement in hotel outsourcing relationships: the role of justice," Service Business, Springer;Pan-Pacific Business Association, vol. 13(3), pages 479-508, September.
    11. Li, Wenli & Humphreys, Paul K. & Yeung, Andy C.L. & Cheng, T.C.E., 2012. "The impact of supplier development on buyer competitive advantage: A path analytic model," International Journal of Production Economics, Elsevier, vol. 135(1), pages 353-366.
    12. Siguaw, Judy A. & Baker, Thomas L. & Simpson, Penny M., 2003. "Preliminary evidence on the composition of relational exchange and its outcomes: the distributor perspective," Journal of Business Research, Elsevier, vol. 56(4), pages 311-322, April.
    13. Tomás Escobar-Rodríguez & Rocío Bonsón-Fernández, 0. "Analysing online purchase intention in Spain: fashion e-commerce," Information Systems and e-Business Management, Springer, vol. 0, pages 1-24.
    14. Hong, Ilyoo B. & Cho, Hwihyung, 2011. "The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust," International Journal of Information Management, Elsevier, vol. 31(5), pages 469-479.
    15. Buvik, Arnt & Reve, Torger, 2001. "Asymmetrical deployment of specific assets and contractual safeguarding in industrial purchasing relationships," Journal of Business Research, Elsevier, vol. 51(2), pages 101-113, February.
    16. Steven M. Shugan, 2005. "Brand Loyalty Programs: Are They Shams?," Marketing Science, INFORMS, vol. 24(2), pages 185-193.
    17. Per Erik Eriksson & Ossi Pesamaa, 2007. "Modelling procurement effects on cooperation," Construction Management and Economics, Taylor & Francis Journals, vol. 25(8), pages 893-901.
    18. Rita Strohmaier & Marlies Schuetz & Simone Vannuccini, 2019. "A systemic perspective on socioeconomic transformation in the digital age," Economia e Politica Industriale: Journal of Industrial and Business Economics, Springer;Associazione Amici di Economia e Politica Industriale, vol. 46(3), pages 361-378, September.
    19. Reginald A. Litz & Alice C. Stewart, 2000. "Research Note: Trade Name Franchise Membership as a Human Resource Management Strategy: Does Buying Group Training Deliver ‘True Value’ for Small Retailers?," Entrepreneurship Theory and Practice, , vol. 25(1), pages 125-135, October.
    20. Artz, Kendall W. & Brush, Thomas H., 2000. "Asset specificity, uncertainty and relational norms: an examination of coordination costs in collaborative strategic alliances," Journal of Economic Behavior & Organization, Elsevier, vol. 41(4), pages 337-362, April.
    21. Elg, Ulf, 2005. "A study of inter-firm market orientation dimensions in Swedish, British and Italian supplier-retailer relationships," Working Paper Series 2005/6, Lund University, Institute of Economic Research.

    More about this item

    NEP fields

    This paper has been announced in the following NEP Reports:

    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:mtk:febawb:58. 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: Liis Roosaar (email available below). General contact details of provider: https://edirc.repec.org/data/febutee.html .

    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.