Smartphones have become essential to modern people. More and more consumers are using smartphones. However, according to many reports and investigation, they indicate that user satisfaction and brand loyalty will differ from various brands and represent significant differences. This research adopted Bhattacherjee¡¦s (2001) ECT-IS model as the basic research framework to examine relationships among expectation confirmation, user satisfaction, perceived usefulness and brand loyalty of the smartphones. The model was further extended by measuring perceived usefulness with functional, experiential, and symbolic brand benefits proposed by Park, Jaworski & MacInnis (1986) to investigate how they influenced user satisfaction and brand loyalty. The results include the following: 1. Expectation confirmation had a significant impact on user satisfaction and perceived usefulness. 2. User satisfaction had a positive effect on brand loyalty. 3. Different effects on user satisfaction and brand loyalty were found among three smartphone brands, Apple, Samsung, and hTC.

Abstract To be outstanding in the gas-station industry in today¡¦s intensive and competitive environments, the company needs to be devoted in managing customer relationship. As consumers are aware of and fighting for their rights in recent years, the competition in gas station is getting sever. The purpose of this study is to survey with stratified random sampling to understand the consumer behaviors among Chinese Petroleum Corporation (CPC) franchised gas stations, CPC owned gas stations and Formosa gas stations. Increasing customer satisfaction can build up customer loyalty, and enhance future interaction. So knowing the consumer behavior among the different types of gas stations can help understand how consumers choose a gas stations and how they rate the service quality. The investigation outcome of this study was derived form Factor Analysis, T-test, Cluster, ANOVA, Scheffe¡¦s statistical methods, and had carried out structural analysis in the service quality model to find out the key factors of customer satisfaction. The findings should help to improve management efficiency and competitiveness in the industry. Keyword¡Ggas stations, customer satisfaction, customer loyalty

In attempt to build to a high technological and digital communication Taiwan,the country government plan to build up the broadband network to six million subscribers in its challenging the country developed 6 years program in 2008. The construction of broadband network will be the main stream of market. Chunghwa Telecom¡¦s ADSL program is satisfied with the requirement of society. The object of this research is based on the ADSL customers at the broad Kaohsiung Area of Chunghwa Telecom. The investigation area encompassKaohsiung city, Fongsun, Kungsun, Chiesun of Kaohsiung County. The investigation adopts the method of questionnaire. Data are collected via Stratified Random Sampling, and analyzed by SPSS statistic software. It is also implemented by using seven factors that affect customer satisfaction like service contents, prices, convenience, enterprise images, service facilities, service staffs and service process in connection with service quality, customer satisfaction, and customer loyalty. The result of this investigation occurs as below: There is a remarkable different between customer¡¦s satisfaction and values in response to the practical aspect of quality. Different customers respond with market different from sex, age, and choosing a place to use Internet are varied in satisfaction. The group of customer responds satisfaction from different person requires Internet service. It exist conspicuous difference in the choice. The obvious mutuality between the practical aspect of service quality and customer¡¦s satisfaction has positive effects. The practical aspect of service quality in different place of using Internet, the item of service quality, and customer satisfaction are clearly differ from each others. Different customers respond with market different from sex, marriage, and age to use Internet are varied in loyalty. The group of customer who requires different personal Internet service is remarkable difference from loyalty in the choice. The obvious mutuality between the practical aspect of service quality and customer¡¦s loyalty has positive effects. The practical aspect of service quality in different place of using Internet, the item of service quality, and customer loyalty are clearly differ from each others. According to the above-mentioned result of research, it brings up suggestions depending on service contents, prices, convenience, enterprise images, service facilities, service staffs, and service process

In the past the manpower supplies were bigger than the demand, under the talented person using rate high environment, the enterprise because value enterprise pay attention to loyal concepts of staff, when needing to recruit the staff, easy to is it produce fresh people of the society just to accept. But because of in recent years because of social structure, manpower supply and demand out of turn, the industrial environment change quickly and science and technology gradually progress next, enlist the novice of fit organization, is already each subject that the organization extremely values, consequently, quit employee again hire to hire and then became many enterprises to make use of of enlist a method. This research with have already quitted employee and is rehire for research object, adhere to rehire before of quit factor's being voluntarily avoidable separation and voluntarily unavoidable separation and involuntary avoidable separation and involuntary unavoidable separation etc.4 types, and adopt the way of interview would like to rehire to to quit the reason of the employee and hire to hire the orientation situation of to investigating influence organization. Suggest as a result that organize to a little bit easily accept to rehire type as a result for voluntarily unavoidable separation and involuntary unavoidable separation because don¡¦t involve a loyalty problem. And the employee avoid for voluntarily avoidable separation, organization will because the job lack fluxion rate and Vicariousness is low, don't easily find out a suitable personnel, and would like to adjust to the loyalty and would like to accept then rehire them . As for involuntary avoidable separation can avoid of quit employee, because is belong to function quit employee, so the organization will not rehire for them. For rehire the orientation situation of to say, return to original section of then the orientation situation rehire will compare to return to different section of rehire a personnel an orientation like, in addition to return not to return to original section will influence adaptation condition as well as because rehire the active for hiring but influence organization to rehire the impressions of, and influence rehire the adaptation situation of, but mostly say all of adaptation conditions is than novice good.

Abstract The business world nowadays has changed rapidly on the market intelligence and its environment owing to the high technology. However, one element remains unchanged in view of managing an enterprise. It is to meet customers¡¦ needs. The research focuses on exploring consumers¡¦ inner intentions such as purchasing behavior, satisfaction and loyalty to the merchandise through observing the product of second generation crystal natural soap. Qualitative and quantitative research methods are adapted simultaneously in the research through interviews and questionnaires. Further intentions of customers based on the purchasing behavior, customers¡¦ satisfaction and consumers¡¦ loyalty are discussed in the research in order to find out the relationship between each facet. The research offers a conclusion and suggestions on the target market and the customer value at the end. Through the analysis and some proposals, the goal of the study presents a possibility for enterprises to meet their customers¡¦ needs by understanding their customers and the change of the market. The enterprises need to find out the different needs of customers in order to provide an effective way to promote their products and enhance their competitiveness in the market, which is the advantageous way to run an everlasting business. By Lo¡Awen chung Key words : Consumer behalf ¡Acustomer satisfaction ¡Acustomer loyalty

<p>Traditionally, banks have always had a close relationship with their customers. They often knew them as individuals, and satisfied their needs through personal customized services. Recently, the development of electronic banking or e-banking has influenced the increasing competition within the banking industry. E-banking customers are nowadays just “a click away” from the competition. In addition, a few years ago, traditional banks started to face new competition with the development of web-only banks. In such banks, there are less personal relationships, with no face-to-face contact. Those banks do not have physical branches.</p><p>There is a trend among banks towards a focus on the new electronic relationship. It is necessary for banks offering online services to confront a different kind of loyalty (e-loyalty), the loyalty being derived from the relationship an electronic customer has with electronic commerce, as a great deal of customers will do their banking mainly if not completely on the internet. To reach these electronic customers and to satisfy them, in order to make them loyal, will impose a major challenge.</p><p>The purpose of this paper is to examine how web-only banks achieve customer loyalty. To fulfill our purpose we have studied two cases, one web-only bank on the German market, ING-DiBa and one on the French market, Covefi. We conducted two interviews with employees in the customer analysis and service department to find out what they do to manage customer loyalty. With a frame of reference and two qualitative case studies as a foundation, we have been able to draw important conclusions about customer loyalty in web-only banking.</p><p>Both banks understand what a loyal customer is, but they do not have a strategy to manage customer loyalty over the Internet. Both banks accomplish in making sure preconditions for customer loyalty, like satisfaction and trust are met. We conclude that it is more difficult to achieve loyalty over the Internet. Nevertheless it is just as important as customer loyalty in traditional banking encounters. Furthermore, we see room for improvements for both banks. We presented recommendations in the end how obtaining loyalty over the Internet can be facilitated.</p>

Dissertation Ludwig Maximilians Universität München, 2009.

Diss.-- Ludwig Maximilians Universität München, 2009. / Includes bibliographical references.

Diss.--Universität Graz, 2008. / Includes bibliographical references.

Internet has brought new opportunities for companies to do business with each other. The company should focus on increasing loyalty to achieve customer retention and long-term relationships. Today, customer loyalty is critical for the company to survive on the competitive market, especially in the context of e-commerce. A loyal customer have higher propensity to stay in the relationship, resulting in long-term benefits for both parties such as reduced transaction costs as well as an enhanced competitiveness. Therefore, the purpose of this thesis is to explore the factors that drive customer loyalty in a business-to-business context, in order to facilitate the number of sales on e-commerce platform. To fulfill the purpose of this thesis, the study has sent out a survey to a number of business customers. The investigation shows that a several factors drive a customer to become loyal in a business-to-business context. First, recommendations from others as well as guarantees from third parties are factors driving the customer to become interested in the company to begin with. One key concept that is recurrent in this study is simplicity, both on the e-commerce platform but also outside the platform. Another major driver to become loyalty are the factor about the company keeping the promise given to their customer.