Amaravathi, M (2016) Customer Experience and Loyalty Leads To Relationship Drive: Special Reference to Fun Republic Mall Coimbatore. International journal of management and economics inventionPages-1073-1080||Nov-2016|| ISSN (e):, 2 (11). pp. 1073-1080. ISSN 2395-7220

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Abstract

Happy customers are loyal customers and a world-class customer experience is essential to not just their
satisfaction but their loyalty as well. However, balancing the needs of customers with the needs of the business can prove challenging. Customer loyalty and Customer experience is a vital part of a CRM (Customer Relationship Management)
program for any business, where service and hospitality are primary part of the value proposition. Other major CRM
components besides mystery shopping include: Guest Surveys/comment cards, Focus Groups, Warehousing guest etc.
Customer Experience Management goes far beyond simple customer satisfaction measurements. After all, such
measurements alone are the equivalent of looking in the rear view mirror. It is important to keep in mind that the customer is not just an one time sales transaction, but some drive which keeps the customers emotionally attached to a particular product, service, brand or a firm. A factor analysis is used to club the various listed factors into apt headings and a path analysis model is used to throw light on the R square value which predicts the power of the path between variables. Bootstrap analysis predicts the t value where the value of 1.96 and above indicates that the path independent variables to the dependent variable, reached a significant level and its route to the solid line. The path analysis is done using smart PLS and inference is drawn with a final SEM model.

Item Type: Article
Uncontrolled Keywords: Customer experience, Customer loyalty, CRM
Divisions: PSG College of Arts and Science > Department of Management Sciences
Depositing User: Users 1 not found.
Date Deposited: 20 Dec 2021 08:54
Last Modified: 20 Dec 2021 08:54
URI: http://ir.psgcas.ac.in/id/eprint/194

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