DETERMINANTS OF CUSTOMER LOYALTY. A THEORETICAL APPROACH

Claudia Stoian (Bobalca)

Economy & Business Journal, 2014, vol. 8, issue 1, 995-1005

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.

Keywords: customer loyalty; satisfaction; trust; habit; perceived risk; commitment; involvement (search for similar items in EconPapers)
JEL-codes: A (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:isp:journl:v:8:y:2014:i:1:p:995-1005

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