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Vol.2 , No. 5, Publication Date: Jan. 18, 2018, Page: 25-31
| [1] | Qais Ahmed Al-Maamari, Faculty of Business & Management, Limkokwing University of Creative Technology, Selangor, Malaysia. |
| [2] | Mohammed Ahmed Al-Maamari, Faculty of Leadership & Management, Universiti Sains Islam Malaysia, Nilai, Malaysia. |
Many of previous studies showed a limited of review researchers exploring the influence of factors on customer loyalty. The purpose of this paper is to explore the factors influencing the customer loyalty, namely: customer satisfaction, service quality, trust, perceived value, perceived enjoyment, and technology leads to loyalty towards service organizations. To achieve this, this review briefly discusses the conceptual framework and a highlight of the literature review exploring the essential factors influencing the customer loyalty in service organizations. The conclusions of this research were that the findings from the literature were customer satisfaction, service quality, trust, perceived value, perceived enjoyment, and technology have more significant as well as positive influence on the customer loyalty. Therefore, the findings of this paper could furnish policymakers and corporate managers alike with practical implications and understanding of the factors that could likely impact on the customer loyalty in the service sector, thereby the possibility of attracting and winning more customers could be realized. In addition, this paper will help service organizations’ managers to understand the factors that impact on customer loyalty. This paper also described the common of antecedents of customer loyalty from past research. Again, it would enable the managers to creatively develop more effective strategies for increasing customer loyalty in service organizations.
Keywords
Factors, Customer Loyalty, Service, Sector
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