Date: June 12, 2002
Page 33
Three major factors drive loyalty…
•Ultimately we need to describe
the overall system with equation with equations
LOYALTY = ¦(x1, x2, …)
•Want to be able to predict
loyalty from the things that we do everyday
Customer Loyalty
External Quality
Image
Price
This tends to dominate unless others are way out of whack.
Source:
Gustafsson and Johnson. “Bridging the Quality-Satisfaction Gap.” Quality Management Journal, 4, 3 (1997): 27.
Gustafsson and Johnson. “Bridging the Quality-Satisfaction Gap.” Quality Management Journal, 4, 3 (1997): 27.
I Quality drives Customer loyalty…
Specifications
Internal Quality
This must be linked.