Is Customer Satisfaction an Indicator of Customer Loyalty?

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dc.contributor.authorRahim, A.G
dc.contributor.authorIgnatius, I.U
dc.contributor.authorAdeoti, O.E
dc.date.accessioned2017-10-06T10:53:57Z
dc.date.available2017-10-06T10:53:57Z
dc.date.issued2012-10
dc.descriptionStaff Publicationsen_US
dc.description.abstractCustomer satisfaction and loyalty is a well known and established concept in several areas like marketing, consumer research, economic psychology, welfare-economics, and economics. And has long been a topic of high interest in both academia and practice. The aim of the study was to investigate whether customer satisfaction is an indicator of customer loyalty. The findings of the study supported the contention that strong relationship exist between customer satisfaction and loyalty. However, customer satisfaction alone cannot achieve the objective of creating a loyal customer base. Some researchers also argued, that customer satisfaction and loyalty are not directly correlated, particularly in competitive business environments because there is a big difference between satisfaction, which is a passive customer condition, and loyalty, which is an active or proactive relationship with the organization.en_US
dc.identifier.citationRahim, A.G, Ignatius, I.U and Adeoti, O.E (2012) Is Customer Satisfaction an Indicator of Customer Loyalty?. Australian Journal of Business and Management Research Vol.2 (7) 14-20pp.en_US
dc.identifier.issn1839 - 0846
dc.identifier.uriajbmr.com/articlepdf/aus-27-11i7n2a2.pdf
dc.identifier.urihttp://ir.unilag.edu.ng:8080/xmlui/handle/123456789/1728
dc.language.isoenen_US
dc.subjectCustomer satisfactionen_US
dc.subjectCustomer loyaltyen_US
dc.subjectSwitching costen_US
dc.subjectLoyalty Programmeen_US
dc.titleIs Customer Satisfaction an Indicator of Customer Loyalty?en_US
dc.typeArticleen_US
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