A study on ranking ethical factors influencing customer loyalty

Ebrahim Abedini, Abdollah Naami, Mahmood Modiri
2013 Management Science Letters  
Having loyal customer is the primary objective of any business owner since loyal customers purchase on regular basis, create sustainable growth and reduce risk of bankruptcy. During the past few years, many people argue that customer loyalty must be established through ethical values. In this paper, we present an empirical investigation to detect ethical factors influencing customer loyalty. The proposed study determines five criteria including customer repurchase, interest in brand,
more » ... n brand, recommending brand to others, positive attitude toward brand and cognitive loyalty to brand. These criteria have been ranked using fuzzy analytical network process. The study determines 14 different ethical values, which may play essential role on customer loyalty and using VIKOR, different ethical values are ranked. The study indicates that welcoming customers is the most important factor followed by cheerfulness, on time delivery, being informative and having appropriate standards.
doi:10.5267/j.msl.2013.09.011 fatcat:6jm7uc4gojbt3lelgpuvm4oosu