Model of measurement of customer loyalty towards a service provider

Abstract

Model of customer loyalty measurement is practically verified in the publication. Model’s approval for the application in service organizations involves the following procedures: 1) description of main characteristics of service provider; 2) determination of required term for the measurement; 3) evaluation of available data and selection of the most appropriate variant for loyalty measurement; 4) estimation of service customer loyalty status. Practical verification of model intended to measure service customer loyalty was accomplished in catering company. Customer loyalty measurement which was accomplished in three different variants presented that company’s customer loyalty is in intermediate stage.