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2002•Journal of Jinan Communications CollegeRequires access

Discussion on Customer Loyalty

Sun Ye

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Abstract

This article puts forward and describes the concept of customer loyalty according to the achievements in customer loyalty research in the world.It analyses the relationship between customer satisfaction and customer loyalty dissects the value of customer loyalty and the method of its measure.It points out that in the violent market competition customer loyalty is not only the main source of making profit for enterprises but also the key factor to improve enterprises' competition ability and let it develop for a long term.

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What this paper is about

This article puts forward and describes the concept of customer loyalty according to the achievements in customer loyalty research in the world.It analyses the relationship between customer satisfaction and customer loyalty dissects the value of customer loyalty and the method of its measure.It points out that in the violent market competition customer loyalty is not only the main source of making profit for enterprises but also the key factor to improve enterprises' competition ability and let it develop for a long term.

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Available abstract

This article puts forward and describes the concept of customer loyalty according to the achievements in customer loyalty research in the world.It analyses the relationship between customer satisfaction and customer loyalty dissects the value of customer loyalty and the method of its measure.It points out that in the violent market competition customer loyalty is not only the main source of making profit for enterprises but also the key factor to improve enterprises' competition ability and let it develop for a long term.

Key concepts: Loyalty business model, Business, Customer delight, Marketing, Customer retention, Loyalty, Customer advocacy, Customer equity

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