Modeling of the Factors affecting customer loyalty on internet brand using Fuzzy DEMATEL technique Mobin Net company
Subject Areas :شادی پارسایی منش 1 , Ali Bonyadi Naeini 2
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Keywords: loyalty, Internet brand, Customer satisfaction, Brand personality, Trust, DEMATEL technique,
Abstract :
Regard to the wide growth of world wide web and their settlement in Figurative space and web meaning (web 2.0) and the development of internet job and business the Electronic Commerce has made a new way for job and business and the Internet Commerce has special importance because of having high competition in this age. The Internet has caused many changes in companies and costumers' behavior for buying. On the other hand, the brand is also important for companies. For this reason, it is important to study and create an online brand. In this thesis using an evaluation method to find out Factors affecting customer loyalty on internet brand by DEMATEL technique in Mobin Net company for modeling internet brand. In this study, we use DEMATEL technique for evaluating Factors affecting customer loyalty, regard to the wide growth of world wide web this method propones a new vision to increase internet brand loyalty. In this study, two series of questionnaires were distributed, and after identifying the primary factors, matrix questionnaires were designed, and sent those for 14 loyal expert Individuals who familiar with the marketing and branding in this company. In this thesis, after identifying and evaluation of the primary factors, the most effective factors on Internet brand loyalty are including trust, satisfaction, brand credibility, Brand evaluation, Brand Personality, customer care, responsiveness, brand loyalty ,that they have the most strong relationship with loyalty, finally we modeling of the factors affecting customer loyalty on internet brand
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