2.3.3Importance of loyalty

2.3.3Importance of loyalty

Many service organizations allocate substantial resources to measure and monitor quality, satisfaction and loyalty in an effort to retain customers and improve service offering. Therefore nowadays, in has become the core point of marketing efforts.(Gwinner et al,1998 and Mamullan 2005)  Hsu et al,(2006) identify, the impact of  loyal customer as follows.

Ø   Repeat purchase leads to more income to the service provider.

Ø   Spreading a good world about the customer  and  it will attract new customers.

Ø   Reputation growth.

Ø   Minimize the marketing efforts