2.3.2 Types of loyalty

2.3.2 Types of loyalty

Many researches categories loyalty in to two types.

 2.3.2.1.Attitudinal Loyalty: 

The point in which the customer develops a favorable or unfavorable attitude toward the service or provider.  This leads to the customers intention to return or recommend (Dick & Basu, 1994).

2.3.2.2.Behavioral Loyalty:

 When a customers intentions are converted into actions; thus, the customers motivated intentions in the previous loyalty state has transformed or progressed to the point where the customer is ready to act upon their intentions (Kahl & Beckmann, 1985).