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Article

1Doctor Candidate, Fakultas Ekonoi dan Bisnis, Universitas Hasanuddin, Makassar, Indonesia

2Business College, Chung Yuan Christian University, Taiwan

3Fakultas Ekonomi dan Bisnis, Universitas Hasanuddin, Makassar, Indonesia

. 2018,
DOI: 10.12691/jbms-6-4-5
Copyright © 2018 Science and Education Publishing

Cite this paper:
Saul Ronald Jacob Saleky, Lee Cheng Wen, Otto Randa Payangan, Jusni, Maat Pono. Identification of Customer Loyalty Determinants in Service Industry. Journal of Business and Management Sciences. 2018; 6(4):171-178. doi: 10.12691/jbms-6-4-5.

Correspondence to: Saul  Ronald Jacob Saleky, Doctor Candidate, Fakultas Ekonoi dan Bisnis, Universitas Hasanuddin, Makassar, Indonesia. Email:

Abstract

In the context of an increasingly competitive industry, customer loyalty is seen as a key factor in winning company. Forming a loyal customer is an important thing for company management. This article is a literature review of the factors that are the determinants of customer loyalty in the service industry. Through this article, the authors attempt to identify the various factors that are determinants of customer market share and to develop a sustainable competitive advantage. Customer’s loyalty is one key to the success in the service industry.

Keywords

Vol. 6 No. 4 , 171-17810.12691/jbms-6-4-5Saul Ronald Jacob Saleky, Lee Cheng Wen, Otto Randa Payangan, Jusni, Maat Pono. Identification of Customer Loyalty Determinants in Service Industry.. 2018; 6(4):171-178. doi: 10.12691/jbms-6-4-5. Correspondence to: Saul Ronald Jacob Saleky, Doctor Candidate, Fakultas Ekonoi dan Bisnis, Universitas Hasanuddin, Makassar, Indonesia. Email: [email protected]