Customer satisfaction
According to Oliver (1997, 2010), customer satisfaction is defined as a judgment that a product or service provided a pleasurable level of consumption-related fulfillment. Also there are two levels of individual consumer’s satisfaction: transaction-specific satisfaction and cumulative satisfaction. Transaction-specific satisfaction or encounter satisfaction is identified as a fulfillment response to a single transaction or encounter, whereas cumulative satisfaction is a judgment based on many occurrences of the same experience and not just one-time experience. For both cases (encounter satisfaction and cumulative satisfaction), satisfaction is either defined as an overall judgment of satisfaction or decomposed into satisfaction with performance or quality attributes (Cronin and Taylor 1992). “Overall” “cumulative” satisfaction is commonly used by researchers such as Mittal et al. 1999 and Spreng et al. 1996.
Loyalty
According to Oliver (1997 P392;2010), loyalty is defined as “a deeply held commitment to rebuy or repatronize a preferred product or service consistently in the future, thereby causing repetitive same-brand or same brand-set purchasing, despite situational influences and marketing efforts that have the potential to cause switching behavior”. There are two approaches to customer loyalty: behavioural and attitudinal. Behavioral loyalty refers to a customer’s actual behavior to repeat purchases of products or services and recommend
Customer satisfactionAccording to Oliver (1997, 2010), customer satisfaction is defined as a judgment that a product or service provided a pleasurable level of consumption-related fulfillment. Also there are two levels of individual consumer’s satisfaction: transaction-specific satisfaction and cumulative satisfaction. Transaction-specific satisfaction or encounter satisfaction is identified as a fulfillment response to a single transaction or encounter, whereas cumulative satisfaction is a judgment based on many occurrences of the same experience and not just one-time experience. For both cases (encounter satisfaction and cumulative satisfaction), satisfaction is either defined as an overall judgment of satisfaction or decomposed into satisfaction with performance or quality attributes (Cronin and Taylor 1992). “Overall” “cumulative” satisfaction is commonly used by researchers such as Mittal et al. 1999 and Spreng et al. 1996.LoyaltyAccording to Oliver (1997 P392;2010), loyalty is defined as “a deeply held commitment to rebuy or repatronize a preferred product or service consistently in the future, thereby causing repetitive same-brand or same brand-set purchasing, despite situational influences and marketing efforts that have the potential to cause switching behavior”. There are two approaches to customer loyalty: behavioural and attitudinal. Behavioral loyalty refers to a customer’s actual behavior to repeat purchases of products or services and recommend
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