Investigating Factors Affecting Customer Loyalty

Published October 9, 2019
Neda Sabahi
Fatemeh Khooyeni


The purpose of this research is to investigate the impact of price, quality and service factors on customer loyalty. The statistical population of the study consisted of all customers of Bosch home appliance branches in Tehran. After reviewing and evaluating all the branches in Tehran by using the Cochran formula, 384 people were selected through available sampling method. The research tool is the standard loyalty questionnaire of Fro model. Selected indices were studied by Kolmogorov-Smirnov test and the normalization of each of them was proved. The data analysis method consists of a sample t test. SPSS 22 software has been used to examine the research hypotheses. The results of software outsourcing and their evaluation indicate that price, quality, service, time, flexibility and reliability factors affect the customer loyalty of Bosch home appliances in Tehran.

Investigating Factors Affecting Customer Loyalty