Affecting Customer Loyalty: Do Different Factors Have Various Influences in Different Loyalty Levels?

Abstract:     
The current paper studies the influence of various factors on customer loyalty. The main hypothesis of the study insists that the list of most important factors affecting loyalty is dependant on the level of loyalty of costumers. LOGIT method was used for testing the hypotheses on the sample of survey data about 1000 private customers of the biggest telecommunication company in Estonia. The results reveal that four analysed factors affecting customer loyalty (satisfaction, trustworthiness, image and importance of relationship) are playing different role on the different levels of customer loyalty.

Number of Pages in PDF File: 29

Keywords: customer loyalty, loyalty levels, telecommunications

JEL Classification: M31

working papers series