Research on Measurement and Use of Customer Value and Loyalty

DOI

10.2991/assehr.k.210407.080How to use a DOI?

Keywords

Measurement, Customer, Value, Loyalty

Abstract

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.

Copyright

© 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/).

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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  -