Purpose – The purpose of this paper is to explore the links between customer loyalty attitude, customer loyalty behaviours (measured by customer purchase behaviours) and profitability. The aim is to define a conceptual framework within which to analyse the relationships between attitudes,...

Purpose – The purpose of this study is to investigate the relationship between parent satisfaction and child retention at a childcare provider. Design/methodology/approach – The survey data used in the analyses involves a sample size of 1,003 respondents, all clients of a regional childcare...

Purpose – The purpose of this paper is to examine the role of consumer protection agencies. In the light of growing importance of consumerism in developing countries, the paper measures the level of satisfaction with the performance provided by five different consumer protection agencies, in a...

Purpose – The purpose of this paper is to point out the distinction between needs which marketing aims to satisfy, and the consumers' true needs for their own health and safety. While marketing professionals might cite consumer satisfaction as serving consumers, they are mistaking marketing...

Purpose – The purpose of this research is to examine the effects of actions recommended by researchers for firms to encourage complaint voicing, and test the proposition that complaining by dissatisfied consumers would increase if only firms would make it easier to complain....

Purpose – Studies on customer satisfaction and loyalty have focused on brand rather than product. It is not that brand is not important, but the process of loving a brand starts with a product. Customers appreciate products by themselves, independent of the brand, as shown in their pursuit of...

Purpose – This study aims to consider how the consumer ascribes importance to attributes that define a given product or service consumption experience relative to the extent that they contribute to satisfaction. Two separate dimensions of attribute importance are conceptualized, contrary to...

Purpose – The purpose of this paper is explain how the advent of the internet not only affects the way in which newspapers work, but also has an impact on readers' behavior. This research seeks to identify the readers' motivations as the key determinants of the attitude towards digital...

Purpose – The purpose of this research is to investigate the impact of consumer satisfaction survey respondents' demographics, satisfaction level and behavioral intentions on response rates and item completion rates. Design/methodology/approach – A consumer satisfaction survey was sent to...