Research on Measurement and Use of Customer Value and Loyalty
Available Online 8 April 2021.
- 10.2991/assehr.k.210407.080How to use a DOI?
- Measurement, Customer, Value, Loyalty
This paper aims at determining how customer value and loyalty are measured. The paper relied on previous literature to attain the perceived results. From past literature, the measurement of customer loyalty and value is subjective because of human attributes such as attitude and behavior. It is therefore complicated in doing a survey that will be conclusive. However, from the study, it was deduced that customer loyalty can be determined if a company understands past loyalty experience that will be used to predict future customer loyalty. Customer value on the other hand can be measured based on the cost associated with acquiring a customer and the customer turnover in a given period.
- © 2021, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Xiaobin Zhou PY - 2021 DA - 2021/04/08 TI - Research on Measurement and Use of Customer Value and Loyalty BT - Proceedings of the 2021 6th International Conference on Social Sciences and Economic Development (ICSSED 2021) PB - Atlantis Press SP - 411 EP - 415 SN - 2352-5398 UR - https://doi.org/10.2991/assehr.k.210407.080 DO - 10.2991/assehr.k.210407.080 ID - Zhou2021 ER -