The rapid development of Internet technology has opened various ways of doing business on the web. So, E-business has enabled the new opportunity of doing business. Author has observed the great success of E-Commerce in the UK. E-business at his country (Bangladesh) introduced about 8 years back, when the Internet facilities and other resources for E-business became accessible and day-by-day it’s getting more attainable but the success of E-business is not satisfactory. So Author tried to look into the depth of E-business. Author determined that e-Loyalty is similar with Loyalty but has more influence in e-business. In this study, Author has covered the first part to describe the importance of Loyalty in e-business and determinates of e-loyalty. The discussion was based on e-loyalty framework for clear understanding of e-loyalty drivers. The process of building loyalty in online, has also been discussed. In second part, the definition of factors that involves with e-loyalty and their relationship to each other was discussed in brief. Author developed a conceptual model on the basis of all hypotheses from study to evaluate the research objectives as a whole.
This book focused on investigating the drivers of guest loyalty in the hotel industry. A model of guest loyalty drivers (GLDM) was proposed and validated. The study contributes to the present body of knowledge in hospitality management theory as it investigated the drivers of guest loyalty. Results from the survey showed that loyalty programmes have a significant impact on guest loyalty more than staff loyalty and staff interaction, but guest satisfaction and guest affective commitment had more significant impact on guest loyalty than loyalty programmes. This study suggests some implications for hotel managers to consider before introducing or developing a loyalty programme. For example, the research shows that there are some gender differences in relation to loyalty programmes. Male guests look for better service, special treatment and collecting points, while female guests look mainly for price incentives and experiencing a unique stay. These findings indicate that hotel managers need to consider the use of different loyalty schemes for different guests. The model proposed in the study (GLDM) provided a new insight for academics and practitioners.
The number of Internet users has increased at a huge rate and people have become more active with just a few clicks in using the Internet. Therefore, it is important to find how Internet users could utilize a variety of aspects online. From a research perspective, the results of this study revealed the determinants of e-loyalty as three online functions derived from the offline marketing literature. In spite of this prior conceptualization of the relevant determinants in the online status, this finding can be employed as a prominent framework for further research on the association among online determinants and e-relationship quality.
Customer Relationship Management(CRM)describes the technology and methods used by organizations to document, analyze and build strategies aimed at improving the relationship between the firm and its customer.CRM is an essential part of modern business management that focuses on customer retention through increased customer satisfaction and enhanced loyalty. It is a Customer satisfaction, Loyalty, retention (SLR) conceptual model of how customer value affects customer satisfaction, which in turn affects loyalty, customer loyalty affects customer retention. Loyalty of the customer increases with customer satisfaction at an increasing rate (Ramakrishnan 2002).It is to measure customer satisfaction, loyalty and retention essentially capturing the voices of the customer. The primary reasons for assessing customer satisfaction are to maximize customer retention, and to gain/build customer loyalty.
Employee Satisfaction & Loyalty in Hotels within Malaysia identifies the main issues related to employee turnover and its main relation towards employee loyalty in Malaysia. Loyalty and satisfaction which possess significant similarities and differences in certain terms are being evaluated critically based on latest research within the context of Malaysian hospitality environment.This book hopefully could provide an insight for management, especially for the hospitality practitioners to reevaluate their employee's work policies, remuneration and benefits in relation to ensure satisfaction and loyalty from their employees in their respective organization.
This book provides a broad view of brand loyalty by proposing a model and testing its potential antecedents. Brand loyalty is receiving great deal of attention in telecommunication sector.So there is a need of introducing comprehensive framework of brand loyalty construct. As customer retention is critical for strategists in dynamic world of telecommunication sector. So it is important for operators to devise well-structured customer loyalty programs for protecting the customers’ base line.