CUSTOMER LOYALTY IN SERVICE SECTOR
Ejona Duçi, Elfrida Taraku, Selma Kaçaniku
Aleksandër Moisiu University of Durrës, Fakulteti i Biznesit, Kampusi Universitar, Kënetë, Durrës“, Albania
DOI: https://doi.org/10.31410/EMAN.2018.578
2nd International Scientific Conference - EMAN 2018 - Economics and Management: How to Cope With Disrupted Times, Ljubljana - Slovenia, March 22, 2018, CONFERENCE PROCEEDINGS published by: Association of Economists and Managers of the Balkans, Belgrade, Serbia; Faculty of Management Koper, Slovenia; Doba Business School - Maribor, Slovenia; Integrated Business Faculty - Skopje, Macedonia; Faculty of Management - Zajecar, Serbia, ISBN 978-86-80194-11-0
Ejona Duçi, Elfrida Taraku, Selma Kaçaniku
Aleksandër Moisiu University of Durrës, Fakulteti i Biznesit, Kampusi Universitar, Kënetë, Durrës“, Albania
DOI: https://doi.org/10.31410/EMAN.2018.578
2nd International Scientific Conference - EMAN 2018 - Economics and Management: How to Cope With Disrupted Times, Ljubljana - Slovenia, March 22, 2018, CONFERENCE PROCEEDINGS published by: Association of Economists and Managers of the Balkans, Belgrade, Serbia; Faculty of Management Koper, Slovenia; Doba Business School - Maribor, Slovenia; Integrated Business Faculty - Skopje, Macedonia; Faculty of Management - Zajecar, Serbia, ISBN 978-86-80194-11-0
Abstract
The main objective and purpose of this study is the discussion about the existence of consumer loyalty as a "concept" in Albania. The search was conducted with the aim of generalizing a study through a survey and data processing is done with the help of statistical program SPSS Statistic.
We saw reasonable and interesting treatment of this topic since consumer loyalty and understanding really what the client is seeking are essential, not only for businesses in the hotel and tourism field, but for businesses in all different areas. Albanian companies should take more account of the client, considering that he is the most important asset that they may possess. Because ultimately the existence or activity of Prosperity depends precisely from customers, and a healthy undertaking is one that has a broad base of "loyal customers".
The study was supportive attitudes, but it is normally that are gaps to be filled. Albanian companies should start putting the customer at the center, needs, desires and preferences, as a satisfied customer and a customer is loyal, and a loyal customer is a strong competitive advantage. Results identify the need for change and realization to this aspect.
We saw reasonable and interesting treatment of this topic since consumer loyalty and understanding really what the client is seeking are essential, not only for businesses in the hotel and tourism field, but for businesses in all different areas. Albanian companies should take more account of the client, considering that he is the most important asset that they may possess. Because ultimately the existence or activity of Prosperity depends precisely from customers, and a healthy undertaking is one that has a broad base of "loyal customers".
The study was supportive attitudes, but it is normally that are gaps to be filled. Albanian companies should start putting the customer at the center, needs, desires and preferences, as a satisfied customer and a customer is loyal, and a loyal customer is a strong competitive advantage. Results identify the need for change and realization to this aspect.
Key words
Consumer loyalty, Added Value, customer satisfaction
References
[1] Bunchman R.Gilles, (1990) The Key to Customer Retention and Profitability , Europian Managemnt Journal, vol 8,nr 4
[2] J.Fill, (1989) Ford Problems in Satisfying Customers; Journal of Business Ethics,Vol. 52, Nr1
[3] Reicheld F, (1996) The loyalty effect ; Harvard Business School Press, Boston.
[4] Statistics From US Office Affairs
[5] Stieb James, (2006) Clearing Up the Egoist Difficulty with Loyalty , Journal of Business Ethics,vol 63, nr 1.
[6] Oliver Richard L Satisfaction:”A Behavioural Prespective on the Customer” International Journal of Service Industry Management, Volume 21
[7] Gregory H. Watson,(2007) Startegic Benchmarking Related with Six Sigmas, John Wiley and Sons
[8] Don Pappers, Martha Rogers, (2015) Managing Customer Relationships A Strategic Framework, John Wiley and Sons
[9] Gary S.Goodman, (2000)“Monitoring ,Measuring e Managing Customer Service, Jossey-Bass; 1 edition
[10] George Day, Understanding, Attracting and Keeping Valuable Customers, Archway Publishing Tetor 2007
[11] Loverlock Christopher,Writz Jochen, (2011) ServicesMarketing:People,Technology, Startegy, world scientific
[12] Martha Rogers, Don Pappers, (2005) Return of customer, creating maximum value, Crown Business
[13] Michael E. Porter, (1999) Competitive Advantage, Creating and Sustaining Superior Performance, Free Press
[14]Philip Kotler first edition, (2005), Principles of Marketing, Prentice Hall,
[15]Philip Kotler, (2002) Marketing management, 11 edition, Prentice Hall
[16] Federick Reichland, (2005) The Loyalty Effect, Harvard Business School Press, pp 80-84
[17] Oliver Richard L (1997) Satisfaction:”A Behavioural Prespective on the Customer”, pp 193-202
[18] Timothy L. Keningham, (2005) The Myths of Loyalty, M.E Sharper, pp 90
[1] Bunchman R.Gilles, (1990) The Key to Customer Retention and Profitability , Europian Managemnt Journal, vol 8,nr 4
[2] J.Fill, (1989) Ford Problems in Satisfying Customers; Journal of Business Ethics,Vol. 52, Nr1
[3] Reicheld F, (1996) The loyalty effect ; Harvard Business School Press, Boston.
[4] Statistics From US Office Affairs
[5] Stieb James, (2006) Clearing Up the Egoist Difficulty with Loyalty , Journal of Business Ethics,vol 63, nr 1.
[6] Oliver Richard L Satisfaction:”A Behavioural Prespective on the Customer” International Journal of Service Industry Management, Volume 21
[7] Gregory H. Watson,(2007) Startegic Benchmarking Related with Six Sigmas, John Wiley and Sons
[8] Don Pappers, Martha Rogers, (2015) Managing Customer Relationships A Strategic Framework, John Wiley and Sons
[9] Gary S.Goodman, (2000)“Monitoring ,Measuring e Managing Customer Service, Jossey-Bass; 1 edition
[10] George Day, Understanding, Attracting and Keeping Valuable Customers, Archway Publishing Tetor 2007
[11] Loverlock Christopher,Writz Jochen, (2011) ServicesMarketing:People,Technology, Startegy, world scientific
[12] Martha Rogers, Don Pappers, (2005) Return of customer, creating maximum value, Crown Business
[13] Michael E. Porter, (1999) Competitive Advantage, Creating and Sustaining Superior Performance, Free Press
[14]Philip Kotler first edition, (2005), Principles of Marketing, Prentice Hall,
[15]Philip Kotler, (2002) Marketing management, 11 edition, Prentice Hall
[16] Federick Reichland, (2005) The Loyalty Effect, Harvard Business School Press, pp 80-84
[17] Oliver Richard L (1997) Satisfaction:”A Behavioural Prespective on the Customer”, pp 193-202
[18] Timothy L. Keningham, (2005) The Myths of Loyalty, M.E Sharper, pp 90
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