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Determinants of customer loyalty: a review and future directions

This paper aims to provide a summary review on the existing loyalty models. It focuses on the key factors and perspectives that can assist marketing scholars and professionals in enhancing customer’s loyalty. A review of the literature has been employed to provide further understandings on customer’...

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Main Authors: Abu-Alhaija, Ahmad Saifalddin, Raja Yusof, Raja Nerina, Hashim, Haslinda, Jaharuddin, Nor Siah
Format: Article
Language:English
Published: AENSI Publications 2018
Online Access:http://psasir.upm.edu.my/id/eprint/72208/1/Determinants%20of%20customer%20loyalty.pdf
http://psasir.upm.edu.my/id/eprint/72208/
http://www.ajbasweb.com/old/Ajbas_July-2018.html
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spelling my.upm.eprints.722082020-04-12T01:44:35Z http://psasir.upm.edu.my/id/eprint/72208/ Determinants of customer loyalty: a review and future directions Abu-Alhaija, Ahmad Saifalddin Raja Yusof, Raja Nerina Hashim, Haslinda Jaharuddin, Nor Siah This paper aims to provide a summary review on the existing loyalty models. It focuses on the key factors and perspectives that can assist marketing scholars and professionals in enhancing customer’s loyalty. A review of the literature has been employed to provide further understandings on customer’s loyalty and its research priorities. The findings of this paper contends that integrating cultural and religious influences into existing models would enhance customer’s loyalty. The study also argues that there are three groups of loyalty antecedents should be taken into consideration. They are 1) loyalty’s primary determinants (PD), which include, customer’s satisfaction, trust, perceived value, and perceived service quality; 2) loyalty’s secondary determinants (SD), which include, other loyalty factors based on the research nature and context; and 3) loyalty’s moral determinants (MD), which include, spiritual, cultural, and religious factors of target markets. Additional propositions and directions are also provided to create efficient loyalty models. Marketing scholars have given inadequate attention to cultural and religious influences in studying customer’s loyalty. This article is a commentary research on previous loyalty models. It is hoped that the propositions provided in the study would inspire future researchers in emerging proper and effective loyalty models. AENSI Publications 2018-07 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/72208/1/Determinants%20of%20customer%20loyalty.pdf Abu-Alhaija, Ahmad Saifalddin and Raja Yusof, Raja Nerina and Hashim, Haslinda and Jaharuddin, Nor Siah (2018) Determinants of customer loyalty: a review and future directions. Australian Journal of Basic and Applied Sciences, 12 (7). 106 - 111. ISSN 1991-8178 ; ESSN: 2309-8414 http://www.ajbasweb.com/old/Ajbas_July-2018.html 10.22587/ajbas.2018.12.7.17
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description This paper aims to provide a summary review on the existing loyalty models. It focuses on the key factors and perspectives that can assist marketing scholars and professionals in enhancing customer’s loyalty. A review of the literature has been employed to provide further understandings on customer’s loyalty and its research priorities. The findings of this paper contends that integrating cultural and religious influences into existing models would enhance customer’s loyalty. The study also argues that there are three groups of loyalty antecedents should be taken into consideration. They are 1) loyalty’s primary determinants (PD), which include, customer’s satisfaction, trust, perceived value, and perceived service quality; 2) loyalty’s secondary determinants (SD), which include, other loyalty factors based on the research nature and context; and 3) loyalty’s moral determinants (MD), which include, spiritual, cultural, and religious factors of target markets. Additional propositions and directions are also provided to create efficient loyalty models. Marketing scholars have given inadequate attention to cultural and religious influences in studying customer’s loyalty. This article is a commentary research on previous loyalty models. It is hoped that the propositions provided in the study would inspire future researchers in emerging proper and effective loyalty models.
format Article
author Abu-Alhaija, Ahmad Saifalddin
Raja Yusof, Raja Nerina
Hashim, Haslinda
Jaharuddin, Nor Siah
spellingShingle Abu-Alhaija, Ahmad Saifalddin
Raja Yusof, Raja Nerina
Hashim, Haslinda
Jaharuddin, Nor Siah
Determinants of customer loyalty: a review and future directions
author_facet Abu-Alhaija, Ahmad Saifalddin
Raja Yusof, Raja Nerina
Hashim, Haslinda
Jaharuddin, Nor Siah
author_sort Abu-Alhaija, Ahmad Saifalddin
title Determinants of customer loyalty: a review and future directions
title_short Determinants of customer loyalty: a review and future directions
title_full Determinants of customer loyalty: a review and future directions
title_fullStr Determinants of customer loyalty: a review and future directions
title_full_unstemmed Determinants of customer loyalty: a review and future directions
title_sort determinants of customer loyalty: a review and future directions
publisher AENSI Publications
publishDate 2018
url http://psasir.upm.edu.my/id/eprint/72208/1/Determinants%20of%20customer%20loyalty.pdf
http://psasir.upm.edu.my/id/eprint/72208/
http://www.ajbasweb.com/old/Ajbas_July-2018.html
_version_ 1665895990922575872
score 13.211869

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