文章基本信息

标题：Customer Experience: A Key to Build Customer Loyalty
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作者：Prof. Jignesh B. Bhatt
期刊名称：Research Hub-International Multidisciplinary Research Journal (RHIMRJ)
电子版ISSN：2349-7637
出版年度：2015
期号：3192
页码：4
出版社：Prakashraj P. Kumavat
摘要：Objective of the study is to study the relationship and the factors which are important to build the customer loyalty in the retail banking sectors. A review of academic and practitioner literature on customer relationship management indicates that customer satisfaction, customer value and the service quality are the important variable to build customer loyalty in the retail banking sector in India. Yet, the clear understanding is not there that actually how the customer loyalty is build. This paper is aim to explore the basic process of building the customer loyalty and argues that one critical factor which is important for building customer loyalty is customer experience. The objective of this paper is to fill the gap between the existing literature and presenting relatively new concept. This paper argues that customer has to interact with various components of the service in order to become the service real.