Raymond Wong

Examine the Effects of Customer Satisfaction on Customer Loyalty: An Empirical Study in the Healthcare Insurance Industry in Hong Kong

Raymond Wong, Canon Tong & Anthony Wong · Journal of Economics, Management and Trade · 2013

Aims: Customer loyalty, which is affected by satisfaction, brand preference and switching costs, is an important concept in service industries as it is known to increases market share and revenue while bringing down the cost of acquiring and retaining customers.  Healthcare insur...