The telecommunication business in Taiwan flourishes vigorously and competes intensely. It¡¦s not difficult for the proprietors to get new customers, but not easy to cultivate long-term loyal customers. The proprietors also recognize one thing that is very important for them to manage and maintain the special accounts. Moreover, they should think how to provide good quality of one stop shopping and total solution service to make the special accounts satisfied, they will be loyal to telecom and willing to keep long-term relationship. This research is from the special accounts¡¦ recognition to discuss the interaction among relationship quality, its influence variables and customer loyalty, and discuss whether the relationship quality, customer loyalty is changed with the background variables of account managers, special accounts. By means of questionnaire, and proceed real-evidence research, this research applied correlation analysis, ANOVA analysis and regression analysis to analyze the answering data. This dissertation attempts to offer suggestions for telecom managers to promote the special account service. The main results as follow: 1.Relationship quality¡¦s influence variables ¡]similarity, expertise, service tangibility, interaction intensity, mutual disclosure, cooperative intentions¡^make positive and strong outcome with relationship quality, ordered by cooperative intentions, service tangibility, expertise, similarity. 2.Relationship quality ¡]satisfaction, trust, commitment¡^makes positive and strong outcome with customer loyalty, ordered by commitment, trust. 3.Different result of special accounts¡¦ complaint has an obvious difference on the relationship quality and customer loyalty. 4.Different length of the special account service contact has an obvious difference on the relationship quality and customer loyalty. 5.Account managers background variables with sex, working time have obvious difference on the relationship quality and customer loyalty.

Tyrimo objektas – UAB ,, Suslavičius - Felix ‘‘ darbuotojai ir klientai. Darbo dalykas – UAB„Suslavičius - Felix ‘‘ darbuotojų ir klientų lojalumą lemiantys veiksniai. Tyrimo tikslas – parengti UAB ,, Suslavičius - Felix ‘‘ klientų lojalumo skatinimo priemones. Darbo tikslui įgyvendinti yra keliami tokie uždaviniai: 1) išanalizuoti lojalumo sampratas ir jų esmę; 2) nustatyti darbuotojų ir klientų lojalumą lemiančius veiksnius; 3) aptarti teorinius vartotojų lojalumo kūrimo proceso aspektus; 4) vadovaujantis teorine analize, parengti vartotojų lojalumo tyrimo metodiką; 5) atlikti įmonės darbuotojų ir klientų apklausą, įvertinant jų lojalumą; 6) atlikti UAB ,, Suslavičius - Felix ‘‘ darbuotojų ir klientų lojalumo lyginamąją analizę; 7) vadovaujantis teoriniu ir empiriniu tyrimų duomenimis, nustatyti UAB ,, Suslavičius - Felix ‘‘ darbuotojų ir klientų lojalumo skatinimo būdai; 8) parengti UAB „Suslavičius - Felix“ lojalumo skatinimo priemones. Tyrimo metodai: iškeltai problemai tirti ir teoriniams bei praktiniams rezultatams gauti naudoti šie tyrimo metodai: sisteminė analizė, loginė analizė, anketinė apklausa, lyginamoji analizė, grafinis vaizdavimas ir modeliavimas, rengiant UAB „Suslavičius - Felix“ lojalumo skatinimo priemones. / Research object - UAB ,, Suslavičius - Felix ‘‘ employees and clients. Research subject - UAB ,, Suslavičius - Felix ‘‘ factors influencing employees‘ and clients‘ loyalty Research aim (purpose) - UAB ,, Suslavičius - Felix ‘‘ motivating means of clients‘ loyalty. Objectives for to fulfil research purpose: 1. To analyse th conception and the point loyalty; 2. To establish factors influencing employees‘ and clients‘ loyalty; 3. To discuss theoretical aspects of consumers‘ loyalty creation process; 4. To prepare research methodic of loyalty of consumers following theoretical anlyse; 5. To carry out interrogatory of employees and clients estimating theirs‘ loyalty; 6. To carry out UAB ,, Suslavičius - Felix ‘‘employees and clients comparative analysis of loyalty; 7. To establish UAB ,, Suslavičius – Felix“ employees‘ and clients‘ ways of loyalty motivation, following theoretical and empirical research information; 8. To prepare UAB ,, Suslavičius – Felix“ motivating means of loyalty Research methods: To study a raised problem and to get theoretical and practical results it was used such research methods: methedical analysis, logical analysis, interrogatory of questionnaire, comparative analysis, graphics for UAB ,, Suslavičius – Felix“ motivating means of loyalty.

This research analyzes the relationship between company performance and image and whether it has an impact on loyalty. Using a quasi-experimental model based on established research in consumer attitude formation and brand relationship marketing, the thesis rejects the popular notion that individual signals sent by companies affect consumer loyalty directly. Rather, this thesis demonstrates that the effects of image and performance and their impact on consumer attitudes do have an effect on consumer trust and perceived value, which are primary drivers of loyalty. This research suggests that while singular incidents are not enough to alter consumer loyalty, over time the impact of these signals may carry over through trust and value. Meanwhile, marketing managers should focus on activities that foster trust and value as opposed to positive brand image.

This research analyzes the relationship between company performance and image and whether it has an impact on loyalty. Using a quasi-experimental model based on established research in consumer attitude formation and brand relationship marketing, the thesis rejects the popular notion that individual signals sent by companies affect consumer loyalty directly. Rather, this thesis demonstrates that the effects of image and performance and their impact on consumer attitudes do have an effect on consumer trust and perceived value, which are primary drivers of loyalty. This research suggests that while singular incidents are not enough to alter consumer loyalty, over time the impact of these signals may carry over through trust and value. Meanwhile, marketing managers should focus on activities that foster trust and value as opposed to positive brand image.

No description available.

Magistro darbą sudaro trys dalys. Pirmojoje darbo dalyje pateikta ir nagrinėta elektroninės prekybos konceptas, klientų lojalumo samprata ir stadijos virtualioje aplinkoje, taip pat išskiriami veiksniai, didinantys klientų lojalumą. Pateiktas klientų lojalumo didinimo virtualioje elektroninėje prekyboje struktūrinis modelis. Antrojoje darbo dalyje. Pateikta tyrimo metodologija, tikslas ir uţdaviniai. Atlikta ankstesnių klientų lojalumo didinimo virtualioje aplinkoje tyrimų rezultatų analizė. Trečiojoje darbo dalyje atliktas klientų lojalumo elektroninėje prekyboje empirinis tyrimas ir apibendrinti jo rezultatai. Empiriškai patikrintas klientų lojalumo didinimo elektroninėje prekyboje struktūrinis modelis. Šiame darbe yra trys dalys, 22 lentelės, 13 paveikslai ir 130 literatūros šaltiniai anglų ir lietuvių kalbomis. / Customer‟s loyalty is one of the biggest concerns by companies today as loyal customers are considered extremely valuable. Most companies are trying to create and keep customer‟s loyalty. With the development of the Internet, more and more companies are finding new ways to do business. The concept of “e-loyalty” has been an area of growing interest by both companies and in the scholary literature. How to build e-loyalty has become the focus of this study. The present study empirically investigates the roles of service quality, satisfaction and trust in an e-commerce context. The main objective of this master„s work is to design increasing customer loyalty on the e-commerce theoretical model and to evaluate it empirically. The paper consists of introduction, three main parts and conclusions. The introduction begins with the analysis of topicality which is followed by definition of problem. In this part the research object, the aim of this work and objectives are formulated. This part ends with description of research method used in this work. The first part begins with the analysis of e-commerce. After that the concept of customer e-loyalty to store is defined and factors influencing e-loylaty are identified and analyzed. In this part the relationship between costumer e-loyalty and store quality dimensions, trust and satisfaction are theoretically justify. This part ends with the analysis of other researchers conceptual e-loayalty models. In the beginning of second... [to full text]

The purpose of this study is to provide a theoretical framework, and establish an understanding of how trust, satisfaction, and behavioral intention influence each other. Subjects are online panelists who purchased travel-related services at least once in the past six months. Statistical Package for the Social Sciences 18.0 (SPSS), and Moment structures (AMOS) 18.0 are utilized to examine this framework. This study follows Oliver’s four-dimensional construct of loyalty: cognitive, affective, cognative, and action loyalty. Results show that trust as a mediator between satisfaction, perceived value, and loyalty had better explanation ability than satisfaction as a mediator between perceived value and loyalty. Theoretical and practical implications are presented for the tourism industry.

Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2003.

Thesis (MBus)--University of South Australia, 1998

Conn., University, Diss--New Haven.