Journal of Business and Management Sciences. 2018, 6(4), 171-178
DOI: 10.12691/JBMS-6-4-5
Review Article

Identification of Customer Loyalty Determinants in Service Industry

Saul Ronald Jacob Saleky1, , Lee Cheng Wen2, Otto Randa Payangan3, Jusni3 and Maat Pono3

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

Pub. Date: November 19, 2018

Cite this paper

Saul Ronald Jacob Saleky, Lee Cheng Wen, Otto Randa Payangan, Jusni and 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


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.


customer loyalty, satisfaction, commitment, trust, satisfaction, brand equity, service quality, perceived price, customer perceived value


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