ANALYSIS OF FINANCIAL BONDS, SOCIAL BONDS, STRUCTURAL BONDS, AND EFFECT ON CUSTOMER LOYALTY IN WEST HEALTH CENTER IN SURABAYA (Published)
This study aims to provide most of the answers to the problems of the customer relationship services provided to the health center, due to the size of the outside observation and the more down’s values on the dimensions of Relationship marketing in West Surabaya-district health centers, a growing number of complaints arising from the customer about the connection service provided to the patient, thus affecting the level of customer loyalty, and therefore researchers will examine issues very krausal to improve the level of health center services relationships and to increase the value of customer loyalty, especially patients in health centers of West Surabaya and will examine the effect of of Relationship Marketing to influence customer loyalty PHC. The sample in this study of 100 respondents were drawn from patients who never seek treatment at each Puskesman Surabaya West of seven (7) where the research that has been determined in the study in West Surabaya. This study uses quantitative and qualitative analysis through methods approaches and multiple linear regression analysis using software SPSS for Windows 20.0, from the findings expected to be found positive results and can reflect the broader quality and certainty in order to help improve the level of Relationship loyalty marketing in the health center of West Surabaya
Keywords: Customer loyalty, Relationship Marketing
The Effect of Brand Name on Customer Loyalty in the Mobile Communication Industry in Ghana (Published)
The mobile communication industry in Ghana cannot be successful without loyal customers. Thus, brand name is very critical factor to help retain customers thereby improving the bottom line of the firm. The purpose of this study was to investigate the extent to which brand name contributes to customer loyalty in mobile telecommunication brands in Ghana. The paper also finds out the factors that influence consumer choice of brand (mobile network) and why subscribers switch from one network to another. The study captured both qualitative and quantitative data. Data collection was conducted through a survey questionnaire comprising open and closed ended questions. To get the sample size for the study, 120 respondents were selected using simple random sampling but 150 were contacted because of data collection limitation such as non response. Statistical package for Social Sciences (SPSS) was used for data analysis. Statistical analysis includes Pearson correlation, logistic regression and descriptive statistics. Pearson correlation and regression were used to analyze the customer reasons for choosing a particular network as well as the relationship between customer association and brand attributes. The study found that, brand name does not really contribute to customer loyalty. Other factors such as the quality, price, availability, and sales promotion also contribute to customer loyalty. The study however revealed that, there are factors such as price, quality, price and quality and brand name that consumers consider when making a purchased decision, however, they mostly associate quality with the name of the mobile network brand purchase. Thus, any mobile network brand purchase is because of the quality but not necessarily the name
Keywords: Brand name, Customer loyalty, Customer retention, Mobile communication, Quality
Perceived Service Quality and Customer Loyalty in Retail Banking in Kenya (Published)
The main aim of this study is to examine the effect of service quality dimensions on customer loyalty to the providers of retail banking services. It investigates the relationship between service quality dimensions and customer loyalty. To achieve this purpose, data was collected from a sample of 384 current customers of commercial banks on the five dimensions of service delivery: tangibility, reliability, responsiveness, assurance and empathy. The results indicate that all the dimensions of service quality have a positive and significant influence on customer loyalty in retail banking .This finding reinforces the need for bank managers to place an emphasis on the underlying dimensions of service quality in order to create and maintain customer loyalty
Keywords: Assurance, Customer loyalty, Empathy, Reliability, Responsiveness, Service Quality, Tangibility