Validating customer loyalty model using structural equation modeling

How often does someone patronize a company specifically because of its over-the-top-service? You can probably think of a few examples, such as the traveller who makes a point of returning to a hotel that has a particularly attentive staff. The answer could be you probably can't come up with many.To meet customers' expectations, the company representatives should anticipate and head off the need for follow-up calls, address the emotional distress incurred during the interactions, minimize the need for customers to switch service channels, listen to and learn from disgruntled customers and focus on problem solving.

Autorentext

Gerald Mahuro, is a research scientist. He holds a Master of Science degree in social statistics from University of Nairobi. He has over eight years of previous work experience in market, social and health research contexts. He has a great interest in understanding the challenges facing education systems especially for the marginalized communities. Armed with evidence from the education research, he has zeal to engage with the education stakeholders in reviewing existing policies or uptake of an existing one.